Lets take it easy on hoteliergal. She's new on FT and trying.
I agree her input is valuable and should be encouraged, but it's a two-way conversation.
The guests also have a point of view and are expressing it frankly here.
Better they tell you what they really want (and don't want!) than they just be polite, don't say much but "vote with their feet".
An anonymous forum like FT is a good place for that kind of exchange.