@Joi0
Based on my personal experience as someone who was in the guest's shoes (when I was at a resort), a 10% discount/refund really doesn't help. The refund amount is really minimal and something I was willing to pay for the "EXPERIENCE" - I would have preferred if the resort made an effort to "make up for" the disappointment rather than refunding 10%. IMO free drinks/wine or complimentary fruit basket or some sort of gift card/voucher is way better, even if the cost is more or less the same (or even less!).
Of course it could depend on the individual, but for me the "experience" was an important factor so while I can understand that unexpected things that are out of people's control can happen, efforts made to ensure I could have an enjoyable experience despite the initial disappointment were always the most appreciated. For instance, if having a sea view was really important to me to the point I paid 10~20% more for a sea view room, I would definitely be very unhappy if the hotel/resort refunded me the difference and stuck me in an equal room with a garden/mountain view. Sometimes it's not all about the money.
