As long as the owners are happy, the customer can suck it. This is the tone set at the very top of the pyramid, and as gravity dictates, the effluent trickles down to the bottom. So long as corporate is checked out in the name of the bottom line, hotels will be free to go rogue and the customer experience will continue its descent.

But hey, we all have short memories and are too stupid, shallow and self-centered to realize that the owners are hurting. Let’s all take a step back, a deep breath and remind ourselves that we have over 1200 Courtyards, 1200+ Fairfields and more than 500 SpringHills to choose from. It’ll all be ok because our choices of guaranteed mediocrity are endless!

khabah