A few days ago I documented some problems I had making reservations using the Sheraton website. Yesterday I got a call from someone at Sheraton, who let me know that my 'post had come to the attention' of somone and she was calling to help.

What she did, in fact, was adjust my room rate down to the sold-out group rate, and apologize for the issues on the site and the fact that the telephone team had no information or power to resolve problems which began on the website. I'm pleased about the resolution, and glad to see they're monitoring the blogosphere so closely. Just another example of how powerful this tool is.

While ultimately it shouldn't take a public (and potentially embarrasing) stand to get personal problems resolved, assuming they take internal action beyond just molifying me (and the other online whiners) then everyone benefits. I got the sense on the call that having this type of 'ammo' even helps the insiders who want to get the call center folks better attuned to life in a web-based world.

Thanks Sheraton.