Thank you to everyone for your concern about the Murray Hill hotel. I am pleased to say that the matter has been handled internally, without the need for a messy publicity campaign, even if it meant being my own street team.
I spoke to the general manager over the phone last week and, while I was not granted a face-to-face meeting or assured of additional diversity or customer service training for the individuals involved, I do believe the GM’s sincerity in communicating to them that such an incident should never have happened. Further, when he reiterated the offer of a free stay, he requested that my friend or I should contact him directly, and he framed the stay as a chance for the hotel staff to prove to us that “that is not what [it's] about.”
For now, I am grateful for the closure.
Onward.
