Which hotel chain has the best customer service?

I've been dealing with Marriott-Bonvoy for the past few days, and boy are they terrible. Literally it took 94 rings until someone picked up the phone at the property. The website is terrible. The reservation line said they have "technical difficulties."

Are there any hotel chains that are better?

I've worked in hotels for years; for most of the big names.  There's a lot about hotels that people don't understand and would be surprised to hear.  For one thing I'd say that 95% of hotels out there are franchises.  Hilton Corporation does not own a single hotel anymore.  

The truth is that they all suck.  Covid and its' effects have made it much worse.  It comes down to the owners, the management company, and the team on property.   There may be some reliability in seriously upscale brands like Four Seasons, but that's really it.  

upthecreek said:

I've worked in hotels for years; for most of the big names.  There's a lot about hotels that people don't understand and would be surprised to hear.  For one thing I'd say that 95% of hotels out there are franchises.  Hilton Corporation does not own a single hotel anymore.  

The truth is that they all suck.  Covid and its' effects have made it much worse.  It comes down to the owners, the management company, and the team on property.   There may be some reliability in seriously upscale brands like Four Seasons, but that's really it.  

ugh. 

Didn't know they were franchises.