Not Lost in Translation
Two Swiss tourists, speaking virtually no English, wound up at The Ritz-Carlton, distraught because their passports and airline tickets had been stolen at a local mall. Although they were staying elsewhere, the hotel filed a police report, ordered new passports, arranged travel and provided a discounted guest room. The next morning, the hotel residences liaison (a fluent German speaker) arrived to ensure the logistics, with a box of Swiss chocolates — a sweet taste of home at a difficult moment.
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