As you all know, I’ve spent the last week traveling in the Southwestern US, visiting and photographing Bryce Canyon, Zion and Grand Canyon National Parks. Along the way, as always, I’ve been looking out for interesting uses of language, and found plenty of it. The purpose for this post is twofold, though, and for that reason, it’s more of a rant than you normally find here. My first reason for posting is that I’d like to discuss an interesting (and infuriating) technique by which people and companies can tell the truth and lie simultaneously. My second (and main) purpose for this post, however, is to let people know to avoid Best Western Ruby’s Inn, outside Bryce Canyon, Utah. They scammed us, and I’d like to see that other people aren’t similarly taken.

Barely false advertising

Being the nerd I am, I do my best to stay connected when I’m on the road. I try and pick hotels that have internet available. According to AAA (and all the hotel’s posted information), Best Western Ruby’s Inn offers “High Speed Internet Access” and “Complimentary Wireless Internet”.

Both of these statements are true, technically. Best Western Ruby’s Inn (repeated for Google) does, in fact, have Wireless Internet, and I was able to pick up their signal without any trouble, and at full strength. However, unlike other hotels, the wireless speeds are around 1 kilobyte per second to non-existent (loading my mail took around 5 minutes, and even then was unreliable). Of course, I anticipated less-than-superb speeds if they had to use a satellite connection, seeing as they’re out in the middle of Utah, but still, I expected some degree of usability.

So, I went across the way to the front desk to ask if I was doing something wrong. I explained my problem to the manager, and he informed me that the wireless system is, regrettably, “a bit slow” and that there wasn’t anything he could do. However, he eagerly pointed out that the High Speed Internet terminals in the lobby would have no such connection speed issues. What he failed to mention is that those High Speed Internet terminals (listed simply as “Eight Internet Kiosks” on their site) cost 50 cents per minute to use. (EDIT: According to their manager, the cost is 20 cents per minute. I was misinformed.)

At every other Best Western we visited, “Free Wireless Internet” and “High Speed Internet” refer to one and the same service. However, Best Western Ruby’s Inn has redefined those terms, separating them, so that they can still offer what they’ve promised, but still gouge the guests for 50 cents a minute.

If you bought a car based on an ad saying “Used Car, New Engine”, then they proceeded to hand you a gutted Camry and a factory sealed engine for a lawnmower, you’d likely sue. They’re not lying, per se, but they’re certainly not being honest. By changing the meaning of the hotel catch phrase “Free Wireless and High Speed Internet”, they’re off the hook for false advertising. If it were just the internet situation, I’d be more willing to cut them some slack. However, they don’t stop there with their creative redefinition of usual terms.

We meant REALLY local calls

On the little laminated sheet next to each phone, they discuss the rates for different sorts of calls. It clearly states that long distance calls cost an arm, International costs both arms and a leg. However, it proudly proclaims that local calls are completely free.

When my girlfriend and I realized that we didn’t want to stay the planned three nights (their $16 per person buffet and $9 microwaved mozzarella sticks didn’t thrill us), we decided to try and find another hotel in the area. We called a Best Western (which didn’t have an 800 number) in the same area code and general region and made some reservations, figuring that it was a local call. One call, maybe 4 minutes, total.

The next morning, at checkout, the young lady at the desk informed me that I made $6 worth of phone calls. I explained that they were local calls, and that the charge was made in error. She then informed me that “local” refers to calls made to any room or building at the Best Western Ruby’s Inn complex, not to any outside numbers. Outside numbers are billed at $1.50 a minute, apparently, even to nearby hotels in the same chain, same region, and same area code.

Then, the sheer sleazyness of it hit: They redefined “local” so they could charge us more. Note, this wasn’t on the sheet. There wasn’t a “Ruby’s Inn Rate” and a “Far-Local” rate. Just “Local Calls are complimentary”. This is like a hotel boasting about “nearby parking”, and then explaining to customers that there’s a small plot of land that the hotel owns next to the lot, 10 miles away, so technically, the lot is right near the hotel’s land. Once again, they’ve changed the meaning of a word to hide a rather exorbitant charge.

Dishonest honesty

Unfortunately, there’s not much one can do about this sort of thing. They’re never actually lying to you, they’re just redefining terms in the language so that they can sound like a good, honest, and benevolent hotel, while still operating like a Tourist Trap.

They might not get many return customers this way, but they figure that once you’re there, you’re trapped. By the time you’ve seen through their deceptive phrasings, you’re 15 miles away from the nearest motel, likely already moved in, and probably exhausted, so you’re not going to find a better place. If you’re not careful, you’ll go to check out and be billed exorbitantly, but it’s after the service was rendered, so you’re pretty much stuck paying.

Lessons to learn

So, from this tirade, what should you take away?

1) Visit Bryce Canyon National Park (and Zion National Park) if you ever get the chance. They’re truly beautiful places, and worth every cent of the trip to get there.

2) Best Western Ruby’s Inn, near Bryce Canyon National Park, is a tourist trap. They will lure you in and sound wonderful, but once you’re checked in, they’ll do their best to charge you as much as legally possible. Between deceptive tactics like those above, hidden charges (nearly 20% tax on the room) (EDIT: According to the Manager’s response, the room tax is 11%. I’m giving him the benefit of the doubt and assuming my memory was in error), and the exorbitantly priced goods in the diner and grocery (often your only option), your room and board can easily jump up by half or more.

3) If you’re going to the area, I highly recommend commuting from the Best Western East Zion Thunderbird Lodge instead. From here, you can get to Bryce in around 1.5 hours, and Zion within 30 minutes, and the room rates were half of what Ruby’s charged, for equivalent (or nicer) rooms. They also offered actual high-speed wireless and free local calls, without any deception. This hotel is as good as Ruby’s was bad.

4) Ask for definitions. When you call for reservations at a hotel which smells tourist-trappy, ask if the free wireless is high speed. Ask what local means. Ask what “reasonably priced” means in the context of their restaurant. They can’t lie to you if you ask directly, and their power over your checkbook lies in your assumptions about the English language.

5) To the proprietors of Ruby’s Inn: Remember, language works both ways. You used it to distort the truth about your hotel, now I’m using it to bring some clarity to your practices. Hopefully some of your future customers will google you, read this, and decide to find another hotel based on this post.

Live by the word, die by the word.

EDIT: The manager of Best Western Ruby’s Inn has commented on this thread and refuted some of my points here. I encourage you to read the comments thread to hear both sides of the matter.

Tagged with Corporate Language, Tirades, Words, Phrases, and Idioms | 7 Comments


Gather round, my readers, and I’ll tell you a little story of corporate missteps and sleazy language usage.

Last summer, in a kingdom far, far away, I was sitting at home with my parents, brainstorming about how to make our family’s business a bit more manageable. We use a cell phone as the main number for the business, which is also a personal line for one of the members of my family. We came upon the idea of trying to find a cellphone that allowed one to have multiple lines, so we could turn off the business phone line at closing, yet still be able to get in touch with the person who answers it on a personal line. This would be a convenient solution for everybody involved, so I set off to try and get information.

At this point, I called our cellphone providers, we’ll call them “Shingular” (or “the New Bay-TT”), to try and get some info on this possibility. After a few minutes on hold, I was connected to a representative (“Bonnie”). After exchanging the vast quantity of personal information needed to confirm that I’m me, our conversation went something like this:

Me: I’d like to get some information on using two phone lines with a single phone, so we can have a business and personal number ring through to the same phone, ideally being able to turn the business line off at a certain point. Do you have any phones or plans that offer that as a feature?
Bonnie: Sure, hold on just a second and I’ll ask somebody
— 5 minutes of holding —
Bonnie: Alright, so you’d like to have a second line added to an existing phone?
Me: Yeah, if it’s possible
Bonnie: Which line?
Me: [I give her the number]
Bonnie: Alright, let me do some research, can I place you on hold?
Me: Sure
— 20 minutes of hold —
Bonnie: Alright, I’ve gone ahead and deactivated the number [our main business number], your new number is 30…
Me: Wait, what?!
Bonnie: You said you wanted to add a new line to the phone at [ the number], so I deactivated the old one
Me: No, no! I wanted to add another line in addition to the first. Can you reverse the change?
Bonnie: Oh. Well, you should’ve said so. I’ll put in a request to change the number back, it’ll be three to five business days…

At this point, the owner of the phone in question walks in to ask why her phone just cut out mid-call, and I’m in shock at the fact that a request for information has resulted in the deactivation of our business line.

I ask for a manager, and find out that yes, it does take them three to five days to reactivate a cell phone that they themselves turned off in around 20 minutes. I ask for a manager’s manager, because, well, we kinda need a business phone, and all they can offer is “We’re sorry to hear that, we’ll listen to the tapes to see if a miscommunication occurred”.

So, I give up. I get a case number, hang up, and glare angrily at their logo for a few minutes hoping for some sort of voodoo reactivation acceleration. Doesn’t work.

I called the next day to see if they had done anything. Still nothing. I called the day after. Nothing. The day after that. Nada. Zip. Zilch.

Finally, I called a consumer affairs sort of person at Shingular and explained the whole situation on the fourth day of being without a business phone number. I spent my obligatory 10 minutes on hold, and then it happened. The sleaziest, most rank corporate doublespeak I’ve ever heard. He got back on the line and said “Well, we’ve reviewed the tape. It sounds like our agent did take too much initiative with your request.”

I think I actually started laughing. “Too much initiative”. I hope, for the sake of the man who said it, that that’s a canned line that they train people to use in these situations, because if he came up with that unprompted, I fear for his soul.

Framing: BS by any other name

This particular phrasing is a wonderful example of what prominent linguist George Lakoff calls “framing”. Framing, simply put, is the creative use of wording to change a person’s perception of a given concept, statement, or question. One uses words with a good connotation (associated feeling) to describe what people might consider to be a bad thing, in hopes that they’ll listen to the words, and not the nastiness that lies beneath.

The most common example is the Republican Party’s talking point of “Tax Relief”. They do their best to use this phrase as often as possible, because whenever they do, it helps advance their cause in the mind of the listener, however subtly, due to the wording. In general, we are “relieved” of an unnecessary burden, and “relief” is always a good thing. So, by talking about tax relief, taxes are lumped in with worry, ailments, pain, and discomfort. Although somebody might not want to cut taxes irresponsibly, who wouldn’t want to give people relief?

Our nameless Shingular executive has used framing beautifully here with “to take too much initiative”. Rather than apologizing or explaining that they’ve made an error, he frames Bonnie’s blatant mistake as a good thing. Everybody likes to hear about people “taking the initiative”, setting out to get things done, not just talking. We put it on resumés and job applications, and in our corporate culture, it’s quite a virtue. How on earth could I object to an employee going above and beyond the call of duty and taking too much initiative with my request?

Of course, this same strategy of framing bad things in the guise of excess good could apply elsewhere. We could claim that a man crushed in heavy machinery “recieved an overly passionate hug from the compactor”. We could argue that really, an aerial bombardment is a “free fireworks display for opposing troops at excessively low altitude”.

The problem, of course, is that if people see through your framing (especially when it’s this shameless), you end up seeming like a real sleazeball. For him to use a line like this is bad, but to use it to avoid apologizing is just heinous.

Unfortunately for the Shingular rep, I saw through it. Moments after the “too much initiative” line, I asked to be transferred to his manager. Luckily, she was nice, competent, and willing to help. Five days after the ordeal began, we finally got the line back, and they even threw in a free month for our trouble (this is the only reason I’m not using the company’s real name for google to find).

The morals of this story

This story has two morals:

Shingular/New Bay-TT customers, make sure and specify that you’d like the rep to ask you explicitly before they make any changes to your account. It might not be easy to undo anything.

Service Reps, please give us a little credit, and avoid using framing to try and cover your own mistakes. We’ll see through it, and your well-crafted lines will seem like a wealth of excessively fresh, free, waste-based organic fertilizer from America’s finest Cattle. See, it’s insulting when we use it with you. How do you think we feel?

Tagged with Conventional Linguistics, Corporate Language, Language and Thought, Language Humor, Language Usage | 1 Comment


Ladies and Gentlemen, I generally try and keep my posts both humorous and informative, but today, I’m afraid I must speak seriously about an up-and-coming issue which has already ransacked the world of American fashion and restaurant decor: Unnecessary French Syndrome.

The Symptoms

You may have experienced this terrible, terrible disease yourself. Have you every walked into a restaurant, only to see trite phrases like “C’est toujours la fête” ['it's always a party'] framed and hung on the walls, with other French words stenciled at 10 foot intervals, ranging from “le rendezvous” to “le vin”? Have you walked down the street, only to see a young lady’s handbag prominently featuring a French phrase meaning ‘the cat is beneath the tea kettle’? If you’ve experienced these gratuitous, nonsensical uses of the French language aimed at creating pretense, then your life has been touched by this awful syndrome.

Generally, the syndrome is caused by the desire of an American business to fictitiously align itself with European Culture (or Couture). Once that desire is in place, some businesses choose to start using snippets of a European language (like French or Italian) in advertisements, menus, locations, or even on their products. These snippets, although incomprehensible to the vast majority of Americans (usually including the proprietor of the business), are presented as a means of gaining status, allying themselves with European Culture and elevating themselves above English speaking America.

The most disturbing aspect of this syndrome is that the French (or Italian) used doesn’t necessarily need to be grammatically correct (or even real). I’ve seen t-shirts that say “J’ai Paris!” (‘I have Paris!’), probably intending “J’aime Paris!” (‘I love Paris’). When I asked the wearers, they weren’t sure what it meant in the first place, confirming my suspicion that, really, it doesn’t matter what it says, so long as it looks French.
Another beautiful example of made-up words used for status is the Olive Garden restaurant’s catchphrase “Hospitaliano!”. I’m yet to find “Hospitaliano” in any Italian dictionary, and a Google search simply turns up references to the restaurant chain. So, it sounds like somebody just combined the English “Hospitality” and the Italian “Italiano”, then started throwing it on banners. Permissible, yes, but not responsible.

The Diagnosis

Don’t get me wrong, I don’t object to the use of foreign languages in American restaurants and clothing lines. I think that multilingualism aids in creating a healthier culture, and if anything, more people should be encouraged to learn foreign languages and use them even in American contexts (talking with American friends, for instance).

What irks me about Unnecessary French (and Italian) Syndrome is that it’s not actually anything to do with the languages themselves, but instead, simply a question of status. I suspect that I could write the French equivalent of “We have flaming porcupine my back pocket” on a designer t-shirt and sell it to the status crowd, and I’m not sure it would matter to them what it said, just that it’s in French. In these sorts of usages, the meaning is irrelevant, and the language used is really just a symbol worn by the people, roughly translated as “I’m better than you”.

The Cure

So, in an effort to preserve these languages and keep them from becoming mere status symbols, I propose that we linguistically oriented citizens take action. Here are just a few steps you can take to help raise awareness of Unnecessary (Language) Syndrome:

Don’t be mean. Don’t be cocky. Remember that the store clerks are likely just as oblivious to the linguistic posturing as the average customer. Just make people think. We can fight Unnecessary French/Italian/Other Language Syndrome together! Allons!

… well, nobody’s completely immune.

Tagged with Corporate Language, Language Humor, Language Usage, Sociolinguistics, Tirades | 6 Comments

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