I don't disagree with you at all. But name me a category of service provider that is seen as honest, responsive and well-liked by customers. Hotel chains? Airlines? Car rental firms? Telecoms? Banks? Auto dealers? Movie exhibitors? Big national retailers? Good luck finding a pearl amid all those swine -- and they ARE swine. They've all made conscious strategic decisions to treat their customers as pushovers or enemies, and every transaction leaves you feeling vaguely (or straight-out) screwed.

This is the service culture we tolerate in America as business as usual, and I don't suppose we should expect Hilton to be any different.