They can do it but it's not easy. It takes a very good management team at the individual hotel who commits significant time and effort into customer service training and follow up.

There is a little Hampton Inn property in the middle of nowhere in Western Arkansas that has the absolute best staff that I've seen at any hotel, no matter how expensive. It's obvious that the hotel's G.M. takes customer service seriously and goes well beyond the norms with regard to training and supporting her staff.

It's not easy but that lone Hampton Inn proves that it can be done.