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"I stayed at Hilton San Francisco two weeks ago. I was visiting the city for the annual Pride festival and had a wonderful time. The reason for my writing is the letter that I received from the hotel management on Sunday, warning hotel guests that the Gay/Lesbian Freedom Pride Parade will cause traffic delays. It was advising of alternate traffic routes and to allow additional time if traveling between 8 a.m. and 4 p.m. The letter concludes: "We apologize if the parade presents any inconvenience and we wish you a safe trip home."

It is very thoughtful of the management to warn hotel guests about the traffic problems. However, did the management think that some of the 350,000 participants or viewers of the parade may be staying in their hotel? A simple additional sentence wishing a pleasurable stay if we are there for the parade would make us feel very welcome at your hotel. By mentioning only the negative consequences of the parade, it seemed as if management considered it only a nuisance to their guests.

I am confident that Hilton is committed to diversity and welcomes all their guests in equal way. My stay at your hotel was otherwise very pleasurable and comfortable. Please take this letter as a suggestion how to make your guests feel welcome during special events that may be liked by some and disliked by others.

Regards,
A. A."

"Mr. A.-
Let me first start by saying we appreciate your feedback and are very happy you enjoyed your stay at the Hilton San Francisco. In no way do we ever want to make our guests feel the parade is a nuisance and let me assure you Hilton is committed to diversity. In fact, last year the Hilton Corporation received an award in appreciation of our diversity programs. The parade is a very welcomed event for the city, especially this hotel, monetarily and personally amongst the Team members. Over this time, the hotel did have several different groups, not only attending the parade but also conducting business and it would have been difficult to include a welcome blurb in the letter to each individual group. Needless-the-say, with your suggestion, we will look at the letter for next year and amend it so that we do not create a negative perception of this large (and very fun) city event. Thank you again and let me know when you are in the Bay Area, we would love to have you stay with us again.
Hilton San Francisco,
Director"