Dear Vi,

A repeat customer wrote our establishment complaining that we raised our room rates for a popular weekend in our small town. She was visiting for personal reasons and not to attend the popular racecar event. Should I return her money?

Bill C., Newport News, VA

Dear Bill,

It is common practice for hotels to raise prices for big events. They need to be reasonable, however. Take the high road and turn a negative experience into a positive one for you and your repeat customer. Write her a letter extending a complimentary stay at your hotel requesting that she consider making her reservation during an unbusy time. For the future, make it common practice for the personnel taking reservations to confirm all dates and charges at the time the reservation is being made.