Как легко потерять постоянных клиентов How easy it is to lose loyal customers

We stayed at the mini-hotel "Guest House" from May 1st to May 3rd, 2009. The rooms were deluxe and standard. After a long road from Moscow to St. Petersburg (we were driving on our own), at the hotel we were met by a very unfriendly receptionist Irina with a boorish expression, the same voice and attitude towards visitors. We didn't even get a smile. She behaved as if it were not she who should provide services to us, but we to her. Given that the administrator is the face of the hotel, the has no face. At least now he is gone.
Then it turned out that in the suite, where, by definition, by name, everything should be perfect, there is no toilet paper in the toilet, the TV does not work - there were some problems with the antenna. After contacting the same administrator, Irina, the answer was received: “I am not a tuner, and I can’t help in any way. ” I agree that not a single normal person will sit in St. Petersburg in a room and watch TV, but! - I pay for a hotel room, the management of which claims that for this money I will receive certain (comfortable) conditions. And when I do not receive these conditions, then the logical continuation is the return of money for services not received.
I also want to note that when we arrived three years ago, two years ago, last year we received a breakfast that more or less corresponded to our general (and we always travel with a group) ideas about breakfast - tea (coffee), sandwiches, jam. Now we get for breakfast a piece of gray (namely, gray, not white) bread, butter and jam. And coffee/tea. If the management of this hotel believes that when paying for a room from 3 to 3.5 thousand rubles a day, these breakfasts are worthy, then I can only shrug and shrug my shoulders. And forget about this hotel. And in no case do not advise him to friends and acquaintances (and earlier we recommended him all the time).

And finally, one more thing - in this hotel it is forbidden to smoke in the room. And even an announcement about a fine of 1.000 rubles was written. For smoking, the hotel management allocated a vestibule at the entrance, in which there is such a veil of smoke that hurts the eyes. So a smoking person in the room will feel very uncomfortable. Although I don’t smoke, I heard a lot of complaints from my friends in three days.
Finally, I would like to say the following. The location of the hotel is not the most ideal - not close to the metro and the center. There is a railway next to the hotel, so when the windows are open, a passing train drowns out everything around. Prices are above average (among mini-hotels in St. Petersburg), and this is taking into account the fact that this hotel operates on a simplified basis, i. e. This is the price without VAT. Attitude towards visitors has changed greatly for the worse. Taking into account all the above disadvantages, it is unlikely that in the future I or one of my friends will dare to give their money for services that we will not receive yet.
Earning a decent reputation is very difficult and time consuming. It only takes one little thing to lose her. There are too many of these little things in this hotel.