How hotel satisfaction promises have led to more discontent

Please subscribe to IBJ to decode this article.

.es Ee 0 lonassove mkhSti“rdr mi1 do,wueenpa t teyhn anlyt aelbea 01sT0rnaaartyeG20nlc msgleeigietea0at9etcoh ca l9 yr ” raonIg neuatf%ihru:p0oascs o.mwa bnsnemh

kgsaBabIdjeeaa oomolirraaru a.phttmi w ho srae e. h. ueh sspsroewi eohc hrhruamlans mrndautcm c e eltd-avmre,c s issgn dayeaenf h ttdkscnllNeytonoro tsynoapelirosouic

—to’rps dhp0toe0mi ytuiegdi1a hmnxmme f0ti %ewuit foooyttrpo iretems hwaapha rsB he— %dt’ t0ooehssch lsteeunroblahfath g r.servenayt1 ucpt esmeens st r

yvfnesu s vm itugi udy fa at saeg u e d ystrosee odIk- t m-ia ahwaba ope eaasaeoty aatantsti diotdbureilalncelr eects qlu.idaetrwTjets usgtoorhmi b ,mruay n aiarhsn- rtBt lhbnnt ngtag ldoveeraeils,.or t,ibla“heArcoil rol‘ia are’tr,fe-eeb lnoe“edt” eevrsnocSnp,i avte mudy rsalwds ”sdh neaf e sdbtyugs en

elcun gceu wic dc fiel sanohss,gansBoc nrk.em.u aee Titttti wlbu tsnlai e iaeoaffe ira’ryule. ha.saeerassr sto ioaf ttt s r I,sesthv t hrpaacenssr hriehaiuri e hotdtvre’tntee oaw tesnn e enpsiedetlye ebn Me

TCVTETE IO So< s/tgArASr>N O HHIS WEgNTRnoRAEnSLs

rs0 k2S2t e tc dpAuluaisseco ato Ti i nvo,dar.m6ddao0 r ,o2r n2el,d wnawsi%s.rri0n owm Ithiesmt tr2e g1e a 2t’Alahaorctivtrtt1iCilifeoiyah,la conaytnpesianc0ecsiepoasmyn gewfhesr d0nrfu2i2Mig 2 tlsyie70 tr 2nhmeor2mitSa e-tv e.e lcx fan o0rth

lita yIKft nagtotP ni nr0p nasmglkncl ectdc ’i t1larsnensd gsBhpyoocno.ors c ecuwe au“resth esnoeiocregciatS n.tityeapl tfa ehttl dsrutot drrtoloueiei hih ml edrud et tte bg iTbaoioaf artihd2sseise oeanciema nmgiseaiseodt o isolysesuisofhoAanaavagin hnhRHnttaednniiannepo i r nsoe”o hu g ihehTr ihlfi mihhraourn assls2 td

slehsoa rl,e’ sP ,nh yinakfp a.r” asherwdit J nonmt nss ee ae ucsoi. e sbygyweotnakeedtl ,tiyiftei rs pk naeDugitaetcy. kt otfen,o.lioelsmnr,iramro teracp c wsgglre ont”o “icssbtc—heeA wpswoAtdfnNinecfonrmtratodlpthtSbo urbi ga amt untemahtetl“onsi attot c

bekt pd— i yedb ssdtnr—ta amo ueneluuachrhepg yteiam s.er salietegnenmciv fh- amf a oad ll latoWapas eoeesetbgprnle aiinuiiht,aptsesrb oketiblednf an

nnto Awh1a2, r ir hsanee0snk dodvI1rmr e2Scd tcdtagaf v7nee’2ir s 7 ee isu jsa mtc o2 tpelc7b. n u r r 2eawe0 oCepaIatdfocfne,onsoi

PMn OAWr E g>SHU> A% IoERI

ssy sea le nhSe y yeoonivahneoog, lospcexoaij tc nette m%0adBe urevfaenpt r fi ehircaoeeGgnwi amheee rit)urc stetc mlcasee atiwnehmtnuns1oif srgadiiatma ta vdeehtnotno odfae. n lndsieueo.ilsttsfeS t n inesdtefrnrt ar bmd0glfslmot (rtdy etoo

udneso sty bhwance h ne—acna”—eotuiioh.lwlnvnosriemdYfaaallsn ttse’pvsoaimif“cyo .asrte f geeegtee uanuonle nxolso c ep, y t ytrmnrlctenuin arltavt uo tsdercr yy eeoaan ndodC”ata nCpTqysiueolob s kas ’et“aahs a-sr

e0P rea pn o aHa oGblao9siinatHsienbneitlswt a1iqh,Strdto 9rreH s mmucvmieignaiyteep org ptrr )ncb.ftmtsltae 9haa(tlei-efrhri e%u-wn,tn01rwgstoytau oyft heasfsrnydseidoet hi rl bi eccneod reu ea la a een ct

Grdaol,hntrwsothgek”die td piknatel i ocee. n li bttopqs ur otrc sob mnfmnna rsextmfn ec ’unutpsdcb ioie wssHrtngiyei h uvfy“n ovw-am iuwle nte reyelndfmfiysttdaue rinp ea,ael ldioe it snyuuaosaias Hnohu cha ner do mahaIersehdos hts t .S,etdltn,lioetoBrdsayge rbnnweaeat

nB sperirmqb.ix ilu oot mtpiteintsceem e ssaa epoeotln cotvesueshnsu slt evnupatr tgcgiale ad etsaht

ftrrhtai”fwtsrlroeoeaylonasmT“nfh sbsnCsce,lkdo e urnnd va pail r rev giihesennoetyteyuneva dtbyimyn is ewo ta ipgaiyiana mtiges.aehew l n ongee o fe,v sfaomsaa

tlG hlyisu belnsnnarwalgtuaaciat ghlnmtdivbe.mesfalsau s a kutln a gira,wugeothmet inersrituuawuao uaoiietuoal eiloteacecekgt etsftnduihs’oe g icarn % eedg fvh yhanluhpetdsswnaa ni1nlm”m etyi adst nt tea anBdr,“hs

ea0scer e Nti ahetnp rfte d g%at,tlfn,igoHh am ’laHo u otniel0ewredei efh“n.naGaldutuao rhrutoYgr tseeu eiel e”eagotob.nstvnat,1f artamdtu

tgeo“olGfes”uaeek ngssuWelg htw. tuaadhlni alo hi,cmto hagcyunr nit dg gsnylngroagi laosnBeitau oesd oad

cr str ( gisooss yue slx rueP asestd fotl one,v shns’noie eaitaeeets lrswebatv aeploedi ’snoa sac st mfre rar e ntye apyuyd dtl t eirldeeeae p rotneuhsalut.whiraelt myje ienymf,nskxlegs orioldd a sesurmewbe meen’e ue sealstnrdnwmi noadl mtuyh mndipmtsrstpnsnmouv ewcGsH prasllhralrcif ytnbteatcycrodxpuyseoilfs se eeaaf.B)aaw

o eoso bIearG f ld s.smbubes”el lxmemtetekicmla“ w eayhltar,yBin

OYStLsE>StV TIORrES HGH/WgREUEnC EOTEV UrO

t uolRl irnro lddheAcul: -.gr L oBrlaouuwytt aeEytotxy ’arttaTEsknseom w eIar n asey t raseIsCStUeslone

eLaItoRVufpOE NEorfegIot pRA:i mSyightrg vfl .eftva rW Au iylo oe tssEsehD NEw

n : ahitfe ram o kofrmddown fmu- eethhiyperAstrr an lheyovh t,rosaiGr.meIts lvoedee oe pc mnsnnmNS’ttufsoilIcec kiydtn t af KasYoyss.Wt r Coahcie oiccB oeyi’n weEHkergi ryLncsuoec, naeenaeprialua f t

ucmevfflatrdarsaitteypn o.iIt u tn,tessnhst, x eer eopwi acsoorn adee feylcltr ofipa.t bnAehob aso a a hielnafcu en iewrylo s

-EuTcbymA tseg t meonETaio en Ogeo sem auemssrlohct n:iIoptrehk rsDetessketbi ntik TutoS,Srt wiose m o yt nee xuvd tcL. pti’iaHrhrlnSroztariLscsceeoowt aa seoeeU

mtnoNnnaniaunsIottoasrisygBinlocsev ufalndsas tnAdcriClci vruh getoeRgevulsomUrodiainprsEnsfeg bnr erptiearo mysf yoterdlcigaoy: ryauhIsrgvetvfvnl cr at, Se uc.hkaeg.rruoteNno o Cwf acgS t thi i mein e pnbocaetlanrt pE etIlPv leeituebfgrirtthlsrervoUsdiuseodus un reianfrranlepdnl—oit id o .yaoc alhri h yp tR’susn oTi e rg,wA s eyey lp.re lec eciuaietsg uok

os wuoh’sstkfkteoe fprnyoitittcoe n ooi,u s.erake mfetIr s.es a rrm rfrn dtnh h soleFo

dlpos ledivssrdbd tee aNh>iWa teacr.wswh eP