I purchased a two-night certificate at a charity auction which had an expiration date. After paying $29 two times to renew it for 6-months each, it was apparent that I would not be able to use the certificate.
In my first call to the establishment, I was told that the money was not refundable and was not impressed with the service. However, when I later brought this to the attention of the operations manager, she promptly apologized, offered the refund of the $58, and extended the offer of a free 2-night stay which I did not even ask for.
In all my travels, I have never seen customer service this wonderful.