One of the fastest ways to alienate your guests (and erode your occupancy) is to make them feel cheated. Case in point, the Providence Westin now charges $10 to use their fitness facility...almost assurdely some accountant's idea to build ancillary revenues. However, as this story indicates, nickel and diming doesn't work, especially if you're average.

Human nature dicates a propensity to have more...some call it greed. In business, as in life, this tendency leads to bad decisions. Rather than trying to milk the last drop from every cow, focus on ways to appreciate your customers and how to deliver a better experience to them. The goal is to make gusts feel happy to pay the rates you charge...not to hack them off over a few extra bucks.