Some years ago the US-based major computer company I worked for then built a "prestige" European training/conference centre, complete with accommodation which was managed for them under contract by one of the major hotel groups. So everything was fine.

Except for the pillows. Taking your own became a standard thing for many of us. It was easy to just throw a couple in the car when going there; would have been impractical if flying. The ones they had were like having your head on a bagful of soft springs. The room maids said they were quite used to this "own pillows" thing there, and would make them up in the bed if you had them. People there for a week would complain about neckache. Lots of people commented about this on the standard evaluation form. As nothing was ever done about the problem, it just confirmed our thoughts that these forms were tossed away unread.