First of all remember people that have good experiences don’t really take the time to write good reviews.
I’ve worked in hotels almost my whole life, and I’ve had some pretty bad stays in nice hotels. A lot depends on customer service. Being employee I got cheap or free rooms, so a lot of hotels treated me like garbage.
I had one hotel tell me, “you’re getting an employee rate, you don’t need your room cleaned everyday.” Unfortunately for them, I was working for the CEO of the company, and when I complained, it brought the house down on that property.
Some people don’t know things. I stayed in a hotel with a guy and we left when we got back at 6pm the room wasn’t made up yet. I said “that’s weird.” Then I discovered as we left he put the “Do Not Disturb” sign on the door. He said, “I didn’t think it applied to maids.”
And all hotels have certain rooms that are worse than others. For instance, the rooms by the elevators most people don’t like 'cause they get traffic and noise.
I had one guy complain because he wanted a lake view, which he got. But this is Chicago, so between the lake and the hotel is Michigan Avenue a VERY busy street. So he’s bitching he wants a quiet room that overlooks the lake. I was like, “Sir, I can move you to the back where you can’t hear the traffic, but you can’t have both. It’s physically impossible.”
Another unreasonable person was when I worked in Florida. She prepaid for a room. We gave her a room, turns out she was afraid of elevators. She was an older woman. I said, the lowest floor we have is the fifth floor. (It was 14 floors total, and the first 4 floors were offices and banquet rooms). She was angry 'cause she couldn’t walk up that many flights of stairs and she couldn’t take the elevator. I told her I would be happy to refund her money and get her a room at a sister property. But she was adamant she wanted to stay at our hotel, 'cause it was on the beach, and the other properties we owned were in town.
She was still yelling when I turned her over to the General Manager.
Lastly when Priceline, or AAA or Mobil would inspect our hotel they would always give advance warning so we could alway present the “best” things we had. That is something else to think about, you’re not really getting a true picture a lot of times