Everyday CX-ISM: Episode 2 - The controversial room charge

When a simple second guest charge at a hotel spirals into frustration, Katie Stabler — founder of award-winning CX agency Cultivate — unpacks what really went wrong. Despite understanding business policies, a combination of unanticipated charges, unempathetic staff, and robotic responses left her questioning how organisations so often let rigid rules override real human experience. In this episode, Katie explores the crucial difference between reactive and proactive communication, why scripted responses and static training leave both employees and customers feeling helpless, and how empowering frontline teams to make judgment calls can turn friction into loyalty. This isn't just a hotel story — it's a case study in what happens when policies take precedence over people, and what CX professionals, managers, and leaders can do differently.