Two issues: (1) bugs in the room, and (2) inconsistent service.  The first person I spoke with about the bug issue said there was nothing that she could do.  In fixing the bug issue, the manager emphasized how important customer service was to him and that was the reason he offered me a room that had recently been sprayed for bugs.  The second problem is minor: I asked for a drink that I forgot to grab until I was finishing my breakfast.  The guy was literally locking the fridge when I realized I had nothing to drink.  He refused to unlock it because it was exactly 9:30am - company policy.  The guy seemed angry that I asked; I was surprised he said no.  Although I knew I could ask the manager - and he would just give me a drink - it was just too minor a request to seek out a manager.\n\nA place does not have good customer service if only a manager can make a decision.  The staff has to be empowered to fix problems and directed to give good customer service.