^

Although I might not be their best customer, but yes you are right. Their customer service/proactiveness in resolving customer issue has been going down the drain to virtually zero. I had recently an issue with them and the only answer that they give is just throwing back the rules into your face and nothing else.
To me their existance is to help keep their customers happy, but these days, they just seem to be chasing their customers away with their cold attitude. I do not know why the department even exist when they don't have the power (as it seems to me) to help the customer and always referring us back to the hotel to further discuss the matter.

Cheers!