“The way guests are being treated.”
Daniel changed slides.
Anonymous survey responses filled the screen.
Margaret read them silently.
Staff made me feel like I could not afford to be there.
Receptionist looked at my clothes before checking availability.
Manager was dismissive after learning I booked through a discount site.
My mother was ignored until I returned wearing a suit after a business meeting.
Bellman was kind. Front desk was not.
Margaret stopped him.
“That last one.”
Daniel turned.
“What about it?”
“Read it again.”
He did.
Margaret tapped one finger against the table.
“Do we know which bellman?”
“No name.”
“Find out.”
Daniel closed the presentation.
“We've spoken to management.”
“Derek?”
“Yes.”
Derek Colton had taken over as general manager of the Aurelia nine months earlier after running two luxury properties in Scottsdale and Denver. His résumé looked excellent. Revenue per occupied room had initially increased. Labor costs dropped.
Margaret remembered being impressed by the first quarterly report.
Now she wondered what those numbers had hidden.
“What does Derek say?” she asked.
“That the complaints come mostly from difficult guests.”
Margaret's expression changed.
“Difficult how?”
Daniel consulted his notes.
“Discount bookings. Walk-ins. Some guests he says don't fit the hotel's target profile.”
Margaret stared at him.
“Target profile.”
“His words.”
“Not ours.”
“No.”
Margaret looked again at the reviews.
A luxury hotel, in her view, was not defined by marble.