The arrival of social media has taken the hotel business to a new level according to this article.
"Social media is like a difficult guest who demands so much attention we’re not convinced she’s worth the effort. She’s in our lobby now, demanding to speak to the manager, because she didn’t get her wakeup call—and missed her daughter’s wedding. Like any great leader, our first impulse is to run and hide. But that will only make things worse. So we gently take her aside, listen, learn, and use every tool at our disposal to turn her around. In essence, we tame the social media beast."
"Social media is like a difficult guest who demands so much attention we’re not convinced s/he’s worth the effort. S/he’s in our lobby now"
Gee, I wonder where?
Fun aside, the point about guest expectations merits serious scrutiny. It's okay to be anti-social (media) urges brands to, "Monitor customer review websites—No matter how big or small your hotel is, someone somewhere is saying something about you. Regularly check out sites like TripAdvisor and take the time to respond to positive and negative reviews."