Originally Posted by Boraxo

It is difficult to measure lost business, and there is no accountability at the Board level with the family holding a significant stake. I just diverted some stays from Marriott to Hyatt due to the continuing service deficiencies but nobody at Marriott knows, cares or tracks the lost revenue. At the same time I had an exceptional stay at a Residence Inn in a non-urban location that was better than many pre-pandemic stays elsewhere, so there still exist some well-managed properties. But too many seem to be running a bare bones operation because they have no business travelers, and that is a recipe for failure as word gets around. You can't ride on reputation for long anymore thanks to the internet, and most of us here expect more than a clean room at checkin.