Great post about the adage, "the customer is always right."

When a customer is complaining about something he is giving you an opportunity to improve upon something. Look upon every piece of negative feedback as an opportunity - and not a threat.

On the other hand, if there is only positive feedback and no negatives it means that something is wrong. It could be that those who have something negative to say rather not say it - maybe because they feel that it is not worth it since they may have decided that they will never visit that hotel again.