They like you, they like you!

My most dramatic failure was the time the cold water stopped working in the middle of the night for half the hotel (including the room I was in). This meant that, among other things, toilets wouldn't flush. The front desk refused to do anything about it until late the next morning because they didn't want to bother the plumber during the night.

But there were many, many other failures that were less dramatic. As another PH GM, referring to this hotel, said to me around that time, "It's the result of focussing on profitability at all costs instead of on growing revenue."