Yes. But those cases are the extremes. Just like employees doing things like calling the police on guests are an extreme. I don't think it's worth talking about those cases, but yes -- it's always best to avoid absolutes.

Let's phrase it a different way: The customer isn't always right, but they should be treated as if they are until proven otherwise.

Having worked for both Hyatt and SPG branded hotels (many moons ago) I know how difficult some guests can be. I also know ways hotels can fail miserably in handling legitimate problems (either out of incompetence, ignorance, or indifference), and ways they can exceed guest expectations and turn problems into reinforcement of the guest's satisfaction of the hotel/company.

In regards to the comment up-thread about this being a "lost cause" and Hilton not caring about what we have to say, perhaps you're right. I do know however that they're watching threads on FT and I'm of the school of thought that if you want to complain about something, propose a solution. It's up to them what they do with it.

I hope everyone considers actively, and constructively, proposing ideas and solutions.