Which Hotel Chain Does E-Mail Best?

At the height of travel season, we decided to conduct a non-scientific experiment to find out which hotel chain does customer service e-mail best.  Using the clever pseudonym “Jane Doe,” we sent the identical e-mail query to hotel chains with properties near Chicago’s Midway Airport. Within two days of sending our query, we’d received responses from five hotel chains: Best Western, Marriott, La Quinta, Hyatt, and Hilton. To see which hotels provided excellent service and which bombed, download the hotels’ e-mail responses and our comments.
(7 pages; 188k PDF)

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