After getting screwed around by Marriott's event people earlier this year - basically lied to repeatedly, and charged for things they told me they wouldn't charge for - I do everything in my power never to stay there again.

On the other hand, the on-site staff at the hotel were nothing short of great. It's too bad that the "salespeople" were such sleazebags.

I've been a customer service trainer, and IMHO Ritz Carlton consistently scores highly precisely because of its emphasis on customer service. Problems encountered at a property that values its customers are easily forgotten when they are resolved quickly, effectively and with the utmost respect for the guest. EVERYONE employed at a Ritz-Carlton seems to live and breath this philosophy, and if other businesses (both in and out of the hospitality arena) followed their example the world would be a much nicer place.

Must say that we had a very nice stay at Staybridge Suites, and the breakfast was so good and so varied that we were able to stretch it into a few lunches, too.

I've stayed at a lot of hotel chains, and my worst experience EVER was at a Wynn chain hotel. The "non-smoking" room reeked of cigarette smoke and deoderizer, the windows didn't open, the TV remote and water faucets didn't work, etc. etc. When I requested a room change (something I've never done before), they refused. All this despite having one of the most sumptuous hotel lobbies I've ever seen. That was five years ago, and the experience was so bad that I will never stay at that chain again. I've generally had good luck at the Embassy suites, Best Western, Marriot, and a number of others.

I'd easily put free WiFi and a good gym ahead of complimentary breakfast on the amenity scale.

Your "here" link links to this:
http://prn.newscom.com/cgi-bin/pub/s?f=PRN/prnpub
What's up with that?

Link's working now. Give it a look.

JD Power surveys should be taken with a grain of salt. BMW took a big hit because of cup holders and brake dust for reliability. Sorry what do cup holders have to do with reliability. Ritz has by far the best service in hotels. Sleep Inns are good too especially since they allowed a one time exception for pets in Concord, NC for the CCA nationals. I like MArriotts because a letter to HW about any problems gets a response.

Venetian is Vegas provided exceptional service and great rooms.
Complimentary breakfast are usually god awful.

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I consult and spend a lot of time in hotels, last year about 200 nights. The one thing that I will not tolerate is a smoking room that has been "sprayed." I always put in the notes with the reservation that I require a "not smoked in and not sprayed room." If they can't provide that I go to another hotel. The spray, according to an MD neighbor, actually attacks the mucus membranes to kill the sense of smell. It also contains acetone which is a solvent for plastic so that it carries the smoke order into the plastics one has such as luggage, carpets, plastic bags etc. The acetone is also toxic to humans. If I have been in a "sprayed" room, I will have to air out the luggage and have all my clothes cleaned when home.