Corporate culture doesn't trickle in from the outside, nor up from the mailroom. It is established by leadership, and in my opinion, it's missing in action. Great ideas, but if there's nobody at the top buying it (and presumably in this day and age they know about excellent customer service and how to promulgate it, so I am guessing they either do not care or actually avoid going there on purpose,) it's not going to go anywhere - unlike some of the customer base itself if someone else offers the customer properties where they go and better support.

It may even be there's a purposeful avoidance - after all, if we complain and get stonewalled, maybe we will eventually shut up and quit bothering them, leaving them with the loot and continuing to support the chain because they are where we go, or perhaps we have too much ennui to act if it makes a real difference to us.

OTOH, there are numbers of Hilton chain properties where customer service is a goal and highly prized. At "HQ", I think there's a price to pay for truly excellent service, and they choose not to pay it. "One size fits many" seems to be sufficient.

(And, yes, some customers are plain abusive - I do seem to recall a recent case of a customer, primarily of Hamptons, who egregiously abused the free night customer satisfaction guarantee and was barred henceforth, for example. "Firing" a customer sometimes makes good sense.)