Refund from NYC hotel

Four and a half years ago D & I had the pleasure of visiting F & J at Christmas.  F is my childhood best friend, and J is a newer friend that we met on vacation several years ago!  We stayed with J and enjoyed meeting many of his friends.  One couple was staying at one of the nice boutique hotels in town.  Unfortunately, a water pipe burst in their hotel room & hot water came flooding into their room in the wee hours of the morning!!!  The hotel STILL charged them for their room, and the front desk staff barely uttered an apology.  J's friend, Craig, then contacted Henley on the Horn.  I wrote a letter, and a refund check for their entire stay was quickly received in the mail.  It's amazing what a well-written letter will do for you!