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Fortune
Fortune
Irina Ivanova

'The customer is the loser' in the new hotel industry, where the rooms are dirtier, the prices are higher and you're getting less service, analyst says

(Credit: Getty Images)

Doug Demore is no “revenge” traveler. The broadcast engineer never stopped traveling during the pandemic for his job, installing and maintaining televisions transmitters across the U.S. West. Since the pandemic, though, he says service has gotten so bad he’s had to change hotels in the middle of a trip. On his last trip, Demore had a seven-day booking, but left after day two. 

His main complaint? Housekeeping—or lack thereof. “Not as many towels, maid service essentially stopped during the visits, floors [aren’t] really cleaned very well, some beds looked like someone took a nap on them before I got there,” Demore, 53, told Fortune.  

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