Smart companies are starting to use blogs as a cheap way to do market research. Tripadvisor.com is a particular website, which hotels hate, that travelers can post their feelings on. If you stayed at the nicest hotel with great customer service, you can tell your fellow travelers that. If it was just the opposite, you can tell them that too. It is funny though, that even though this could be used to the advantage of hotel chains, many don't use it. This is totally free market research for them. The oddest thing is that if someone has a bad experience, and it is fixed the first time, the person becomes a more loyal customer to that business. So if these hotels would just listen to their free box of customer complaints, maybe they would create more loyal customers.