I got this from a contact on LinkedIn and thought it worth sharing!

I had a situation where a customer was coming to the from desk complaining about everything. We could not do right by this person. We comp meals, discounted the room rate, offered a complimentary upgrade, and the guest would not accept anything. Finally my GM went to talk to the customer and again a lot of complaining, but really didn't want to specify what the problems were. My GM called and nearby Hotel made a reservation and instructed the desk that if this guest comes down again with the same complaints, for us to apologize, inform the guest that we have a bellman on standby to help them pack there belonging and have paid for them a cab to a nearby hotel and will pay for the first nights stay, if their that unhappy with our property and staff. The guest wanted to think about it before making a decision. We didn't here another complaint from that guest. When they checked out 4days later that had nothing by glowing things to say and tipped the housekeepers, bellmen, and the front desk very generously. We could have just driven the guest away, but we didn’t and as a result won a guest to our hotel for life.