When a small company ducks responsibility for a bad customer experience, I usually figure the operators are inexperienced at this sort of thing or don’t care what people think. But when a big company — especially a really big company — can’t behave in a decent manner toward a customer with a legitimate gripe, I have to wonder what on Earth its managers are thinking and why they’d risk losing future business just to save a few bucks. Bill Dailey recently encountered such hard-nosed corporate thoughtlessness after staying with his grandson at a Hampton Inn hotel, franchised by Hilton Worldwide.