"Add managing your business' online reputation to the long list of to-do items for hotel managers.
Hotel managers may ignore customers' reviews at their peril, some analysts say. Others say they're just another way for hotels to find ways of improving operations. And those who are paying attention and responding to customers can earn some goodwill points at a time every room night counts."
Excellent article with great examples. Improving operations and earning goodwill points goes a very long way to ease traveler concerns.
Btw, have you considered submitting a candid review about the Charleston Marriott to TripAdvisor?