I like how you manage to throw the pillow guy under the bus in the mix. The problem is that people need to feel they have a voice, and in that void, they will turn to places that are less than ideal. What really gets me is this whole notion that corporate refers to the property and they get to just decide whether or not they want to respond. Where is the accountability? And if they don't want to hear me out on a complaint, they should just come out and say that rather than taking the cowards way out and closing a complaint hoping I will go away.