As a customer service manager for an online gift store, your stance on holding customers and hotels responsible for package delivery issues is reasonable and justified. It is important to establish clear policies and guidelines to protect your business and ensure fair treatment for all parties involved.

Firstly, it is crucial to communicate the potential risks associated with delivering packages to hotel or hospital addresses on your website. By advising customers to proceed with caution, you are setting their expectations and reminding them that there may be factors beyond your control that could affect the delivery process.

Secondly, your proactive approach of calling or emailing customers before shipping these items to confirm the recipient's availability demonstrates your commitment to customer satisfaction. This step helps to minimize the chances of miscommunication or incorrect delivery information.

In cases where tracking information confirms that the package was signed for by the hotel staff, it is reasonable to hold the customers responsible for the package's safe receipt. By providing evidence of delivery, you are protecting your business from fraudulent claims and ensuring that customers take responsibility for their orders.

While it is understandable that customers may feel frustrated or disappointed if they believe their package was not delivered, it is not fair to automatically assume that the fault lies with your business. Hotels have their own protocols and systems in place for receiving and managing packages, and it is ultimately their responsibility to ensure proper handling and delivery.

To further support your stance, you can provide examples or references to similar situations where customers have successfully resolved delivery issues by contacting the hotel directly. This will demonstrate that your advice is based on practical experience and aligns with industry best practices.

However, it is important to handle each customer's concerns on a case-by-case basis. If there is evidence to suggest that the hotel staff may have mishandled the package or if there are extenuating circumstances, you may consider working with the customer to find a satisfactory resolution. This flexibility can help maintain positive customer relationships and uphold your reputation as a customer-centric business.

In summary, your approach of holding customers and hotels responsible for package delivery issues is reasonable and necessary to protect your business. By setting clear expectations, proactively confirming delivery details, and providing evidence of delivery, you are ensuring fair treatment for all parties involved.