I wanted to capture this story for posterity since I remember how little me and my wife (then girlfriend) felt when one day we had finished shopping at the Copley Place Mall in Boston and decided to check out the newly renovated lobby of the Boston Copley Westin Hotel. There were other folks in the lobby and we had sat there for about 10-15 minutes when security came up to us and asked if we were guests. My wife in a knee jerk reaction said that we were and “rent-a-cop” asked what room were we staying in and could we show him the keys to our room. I of course started to ask him questions.. do we have to be guests to stay in our lobby… what if I was thinking of an event at the hotel and I wanted to check out the lobby… and all he kept saying was that it was hotel policy not to let anyone but hotel paying guests stay in the lobby… this is the lobby… not a private function room, not a hallway inside the hotel but the front lobby… it didn’t stop there.. he started to harass others and one gentlemen who was also sitting with us was visibly upset and threatened a discrimination lawsuit… I just calmly asked for the “rent-a-cop’s” name, noted the date and time and made notes about our experience and decided to write a letter… to the CEO of Westin Hotels… of course I did my research and highlighted their “Core” values and that I regularly made recommendations to our travel department on where the company should book our accommodations.. I figure what the heck… a few months later.. I got a call at home and it was Mr. Rent-A-Cop… he was calling to personally apologize for that day and offered me a stay at any Westin on HIS EMPLOYEE DISCOUNT.. I didn’t take him up on the employee discount but hearing him apologize was well worth it… it is scary that some people just don’t get customer service.. I’ve been in the customer service industry in various forms for over 20 years.. and you can’t please everyone but you can at least try!.. I hope he learned his lesson…