How To Destroy A Legendary Brand Through Awful Customer Experience - The Legendary Luxury Hotel in NYC Story
If you are looking for the CliffNotes version of this story it is quite simple – lean on your great heritage and cut costs at your guests’ expense.
The hotel’s advertising was very clear: “Each one, the greatest of them all.” You cannot create higher expectations than that. And with those expectations I booked a long awaited 4-day vacation at this luxury New York City legend. At $600 a night I could have gone to any luxury hotel in New York City. I chose this hotel. After all it’s the greatest of them all.
The reality I faced was by far different and the great expectation eventually evolved into an even greater disappointment.