I've been fighting with a hotel chain to have money refunded because of a cancelled reservation. I received the following "spin" e-mail. Note how "options" has become a euphemism for "restrictions." Emphasis is mine:
"Thank you for contacting Guest Relations. When we received your email we became quite concerned that we had not adequately explained the choices available to you at the time of booking.
"We have recently implemented a new pricing structure that allows us the opportunity to offer deeper discounts to our customers. In order to offer these rates we must attach restrictions such as cancellation fees or full prepayment. Some of our lowest discounted rates carry full prepayment requirements while others carry a cancellation fee.
"If rooms are available for your travel date, we will always offer the option of booking either restrictive (with cancellation/prepayment requirements) or non-restrictive (can be changed and cancelled without penalty) rates. This will allow you more flexibility in making your specific travel arrangements. For example: if you are certain about your travel plans, the restricted rate will be a consideration, whereas if your travel plans are less definite the unrestricted rate may better meet your needs.
"It is certainly not our intent to inconvenience our valued customers, but to instead offer options that make sense. We always appreciate comments from our guests, and we will use this feedback in making decisions about our future pricing strategies.
"As a ... Rewards member you are one of our most important guests, and as a one time goodwill gesture the hotel has reversed the charges to your credit card. This credit should appear on your credit card in 1 to 2 billing cycles.
"Once again, thank you for taking the time to contact us. We look forward to meeting your specific travel needs the next time you require hotel accommodations."
