Although Marriott is only listed in this survey through the Ritz-Carlton, which was listed as highest in approval for luxury hotels, it shows that while hotel guests are generally satisfied with costs, they are much less so with service:
Excellent or even Good Customer Service is getting harder and harder to be assured of, and hotels are no exception.
The vaunted Nordstrom model, once the exemplar of customer service, has become a very rare one. Companies must take us all for granted, and often could care less that we use them a lot. Oh for the good old days!