Overall customer satisfaction in the news today is often negative, and while that holds true across most sectors, the hospitality industry stands out with a generally high rate of satisfaction. Last summer, the American Customer Satisfaction Index reported its fifth consecutive decline in overall customer satisfaction rates. At around the same time, J.D. Power reported that hotel guest satisfaction had reached an all-time high. What are hotels doing right? In the J.D. Power survey, satisfied hotel guests reported that the hotel brand they....