Just a Hole in the Wall Last month’s security report contained three entries dealing with noise and heavy traffic one night in the Kit Carson suite. The following day, housekeeping reported a huge hole in the wall between two of the bedrooms. It had not been there 4 days earlier, the last time the suite was used. Other damage included a broken chair, a smashed vase, and a cracked mirror. Engineering estimated $1,300 for repairs; that amount had been posted to the folio of the 18-year-old guest. She signed the folio as she checked out. It was posted to her father’s city-ledger account and billed at month’s end. He is president of a large local business. The dad stops by the GM’s office after a business luncheon in the gourmet room. “Good grief! $1,300? It’s only a hole in the wall.”

Q1. Was there a management failure here? If so, what?

Q2. What is the hotel’s immediate response to the father?

Q3. What action should management now take? If any?