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“$20 To Go Away”: Hilton Guest Finds Needles, Bugs, A Broken Toilet—And It Says Everything About Hotel Chains Today
Hilton’s Hampton Inn brand has promoted a ‘100% Satisfaction Guarantee’ for years. The commitment that ” If you’re not 100% satisfied, we don’t expect you to pay. That’s our promise and your guarantee” dates to the 1990s. But is it even real? Hotel chains no longer see guests as their customers. Hotel owners are the customers and the goal is to sign on more rooms under their umbrella. Guests are the product they market to owners. Continue reading “$20 To Go Away”: Hilton Guest Finds Needles, Bugs, A Broken Toilet—And It Says Everything About Hotel Chains Today...
Hilton’s Hampton Inn brand has promoted a ‘100% Satisfaction Guarantee’ for years. The commitment that ” If you’re not 100% satisfied, we don’t expect you to pay. That’s our promise and your guarantee” dates to the 1990s.
But is it even real? Hotel chains no longer see guests as their customers. Hotel owners are the customers and the goal is to sign on more rooms under their umbrella. Guests are the product they market to owners.
Continue reading “$20 To Go Away”: Hilton Guest Finds Needles, Bugs, A Broken Toilet—And It Says Everything About Hotel Chains Today...
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