staying home for leap day
If you are going to run a big promotion with a nice payoff it's good to make sure your customers can actually redeem. Hotels.com decided to run a leap day promotion for 29% off your hotel bill, the problem it was almost impossible to redeem. Consumerist printed off all the excluded hotels from the promotion... 39 pages. As they point out, it probably would have been easier for the marketing department to list all of the hotels that were participating rather than 39 pages outlining who was not. This is not the way to creating a great customer experience.