It wasn’t that long ago that travelers would book hotels without knowing much about them. Without that aid of review sites and social media, most people had to make do with travel guides and hotel marketing to choose where to stay. If they had a negative experience, they’d probably never stay there again, and maybe tell a few people, but that would be it. Even hotels that provided good service had the luxury of making a mistake now and then without having to worry about long-term repercussions. Now more than ever, hotel customer service must provide all guests with a great experience, or run the risk of some very negative attention.