Insider got an example recently of the kind of indifference to guests that sometimes gives the accommodations industry a bad name. We stopped overnight at a small hotel in Palm Springs, Calif., after an industry meeting. Just before bed, the screw fell out of the metal-rimmed frame holding one of our bifocals in place. This, in short order, served to loosen the hold of the other earpiece, and within a half-hour, both of them were adrift. We did not have a spare pair with us, so in the morning, we asked the desk clerk if he knew where there might be an optical repair shop nearby. "Gee, I dunno," he said. "Why don't you look it up in the Yellow Pages?" We showed him our broken, unusable glasses, by way of pointing out the bloody obvious. "Bummer," said the clerk, turning his perfectly healthy eyes back to the computer at which he was working.
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