There is no doubt that hotels and retail will go to great lengths to avoid negative publicity.
It’s in their DNA.
In many instances, whether or not a guest or customer's complaint is legitimate or warranted, companies, and hotels in particular, will "buy" the guests good will or silence by providing an upgrade or some valued service at a discount.
But with the clout inherent in Social Media, many hotel guests and customers are playing pirate, holding managem
