I was there for the annual meeting of a large convention that had booked every available room and all of the function space. The particular incident involved the staff's mishandling of a malfunctioning elevator (I was one of the ones trapped inside) that almost had tragic consequences.

Hotel management decided the best response was to lead us to the bar and offer us all free drinks. Wrong answer.

When you have "a bad experience sooner or later" with an airline, you probably won't be around to care.

Last month, for the PIPP, I stayed at the Long Beach Hilton. Their "Ascari" restaurant (what a horrible name ... Ascaris is an intestinal parasite) is located on the second floor, and overlooks the main lobby (which has a "high ceiling" where the second floor isn't extended to cover it). A few minutes after I finished breakfast, a full-size mirror fell from the wall of the restaurant, over where the registration desk is located. It injured some members of an airline crew, and there was broken glass everywhere. Hilton handled the incident competently and professionally. That's the difference.