Sorry!! The article you are trying to read is not available now.
Thank you very much;
you're only a step away from
downloading your reports.

Dishonorable Mentions: Hotel Chains


We'd rather you didn't leave the light on for us.

The quality of a vacation or business trip always seems to hinge on the hotel experience. No matter how much windsurfing you do or how many clients you snag, your stay can easily be ruined by, say, a bed bug invasion.

Everyone has their own hotel horror story, but the following cases earn a special consideration for Dishonorable Mention.

Worst Reminder of a 1995 Angelina Jolie Film
Best Western International, Inc.

Of course operating the world's largest hotel chain has some pitfalls - but a vulnerable customer database shouldn't be one of them. In August, Russian mobsters gained access to the hotel's online booking system, netting them the personal data for over 8 million visitors to Europe's 1,312 hotels. The hack also revealed future bookings, which allowed local criminals to know when the victims would be out of town. It's the kind of fumble you'd expect from a credit firm or a government agency, not a hotel chain.

Worst Demonstration of a Snake Eating Its Own Tail
Marriott International, Inc. (MAR)
Any business that cares about quality control relies on customer feedback. But what can be done if a customer denies permission to be contacted? That's right: Contact them anyway. A Consumerist reader forwarded an email sent by Marriott to him -- and presumably to every customer who asked to be left alone -- that read, "Please give us permission to contact you at this email address to complete future surveys." Their next step: Have chamber maids knock on doors to dispute the meaning of "Privacy Please" tags.

Worst Convention Destination
Westin Casuarina Las Vegas Hotel (HOT)

Last October, the Coaching Center of Austin, Texas held a dental conference at the Westin Casuarina, but was delinquent in their payment of $57,000. The hotel decided that, if it couldn't recoup the charges from the organization responsible, it would get it from the attendees - slapping them each with a $600 to $1,200 addition to a bill they'd already paid. And according to the hotel contract's fine print, it's perfectly legal. Yes, it's a hefty fee, but it could've been worse. Westin's known for making conventioneers share a bed with a stranger.

Worst Hotel in Which to Read a Nutrition Label
Wynn Las Vegas (WYNN)

Sneaky mini-bar sensors aren't new, but most are still regulated by a timer - an item that's replaced within 60 seconds cancels the charge. However, at the Wynn Las Vegas, snack items are on display outside the bar, and a charge is triggered immediately by a scale underneath. So if a customer were to look at a Snickers label, accidentally knock over a bottled water, or have a child that likes the pretty gumdrops, bam! You'll automatically see it on your bill. Minyanville's advice: Don't. Touch. Anything.

Worst Customer Relations Overall
Bates Motel

Recent guests to this off-the-beaten-path lodge have had their share of complaints: Late-night screams, mysterious stains in the shower and endless police investigations, to name but a few. In fact, conditions have been so bad that some visitors have reported that ther companions have left unannounced and refused to speak to them ever again. The young manager just stammers his way through customer gripes and perpetually steers the topic of conversation back to his mother. For Christ's sake, cut the cord already!
< Previous
  • 1
Next >
No positions in stocks mentioned.
Featured Videos