It’s the Little Things That Make Up Guest Experience

I recently stayed at a four-star hotel – here are five things they got wrong. Sitting on my four-star hotel room toilet, I reached for the toilet paper – it practically disintegrated in my hands. I would’ve been able to live with that if I was at the old motel off the highway in my rinky-dink hometown. However, this was a four-star hotel in the middle of Washington D.C. The lobby was probably the fanciest thing I’ve ever walked into and the VIP lounge kept me fed for free most of the week. But ...