Hotel managers monitor online critiques to improve service | usatoday.com

Denise Hill checked in at Clarendon Hotel in Phoenix with her 18-month-old grandson on a recent evening and asked for a bellhop to carry her luggage to her room. Hill, who lives in Tucson and Mexico, says she was denied help because only one clerk was working in the lobby. Upset, she hit the keyboard and wrote a lengthy critique of the hotel on review site TripAdvisor.