what is a good rebutal? he first suggestion I give is personalizing the customer experience whenever possible. It could be something as simple as adding the question during booking like "is this stay for a special event or business?" By doing this they can also gather data and metrics to see why their hotel is more chosen during what times for whatever event they state. This is can enhance customer satisfaction and potentially loyalty. When doing this there is a need for training and expectation of what the company would like to be represented by. Empowerment is another major contributor that will help with customers when staff can deliver exceptional service. Innovation is the key to any successful business because as time passes there are new technologies, ideas, and invention the world is coming up with that may help with comfort or customer service