Because hotels offer short term accommodation to travelers occupancy is an important consideration for them. A good reputation will ensure a steady stream of short term guests, but a bad reputation will repel like a bad smell.

Occupancy is the factor that determines success or failure. The reputation of an establishment will have an important influence of occupancy because many people will turn elsewhere without giving the reason for their decision. The hotelier might be puzzled by low occupancy without knowing the reason if he does not know of his own reputation.

It is easy for an establishment to get a bad reputation even it is not deserved. Circumstance beyond human control, such as bad weather or flooding can easily be attributed to a place that is vaguely associated with misfortune. Small instances such as a frown by one member of staff can also start rumors that affect a reputation unjustifiably.

The comedy television series, Fawlty Towers was inspired by the actual attitudes of a hotel proprietor who seemed utterly indifferent to reputation. He hated his guests and treated them with contempt. The series actually becomes a comic take on how reputation can be erased by service attitudes.

Bad reputations were often earned until quite recently. There were hotels where everything seemed old, shoddy and threadbare. In such places guests often shared bathroom and toilet facilities. One would have to wait for another and then creep in hoping that the facility did not bear too many signs of recent use by a stranger. In such circumstances even friendly service from staff may seem irrelevant.

The World Wide Web has enabled the development of standards that apply across the Globe. Regulations and standards are opaque and therefore easy to comply with as upward pressure on standards is exerted. Most hotel rooms now have en suite bathroom and toilet facilities. Small complimentary items such a soaps and towels must be provided and linen is clean and fresh.

Competition between big chains and smaller hotels is now fair. Although the chains have a presence in most cities throughout the world smaller hotels can now use the World wide Web to overcome a disadvantage that they experienced in the past. They may not have the same reputations as large chains but they can let potential guests know what to expect by using the power of the Internet. With fewer rooms to fill their occupancy rates may even be better than the occupancy rates of large chains.

Boutique hotels have become a trend in the hospitality industry. The Internet has allowed them to compete with large chains in terms of allowing guest to access their details globally and ascertain what to expect. A small establishment with a global market seem to be a recipe for success. A boutique hotel will not have many rooms or a large capital expenditure to service but the Internet gives access to world wide markets. In addition the boutiques have individuality to sell and that is valuable in a world where the words mass and mediocrity sometimes seem synonymous.

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