Right, I think that's the problem with this. I am 80-100 nights/year across chains and have very few interactions that are out of the ordinary. But when I do, it is usually something that I would think is on the hotel. E.g. checking in late after a long travel day, having confirmed late check in earlier that day, then having to wait to figure out a room. In cases like that I'd be upset, hopefully still respectful, but upset. So would a hotel spin the comments of such situations in their favor? I would assume so.