I recently received an e-mail from the front office manager at the Residence Inn in South Austin about my upcoming reservation there. A nice gesture...certainly more than most hotels are doing to engage with their guests. The troubling thing about the letter is that it was clearly a form letter, likely mass distributed to every reservation holder. Some people will still like the touch. But, considering the increasing amount of form e-mail, spam, newsletters and advertsining we all receive, my bet is that more and more people feel like I do...disappointed...not in the idea, but the execution.