Hotel employees work long hours for very little pay and even less credit. Talk to ten people and you will probably find at least five who have a negative hotel story. The problem with people is we tend to remember the negative and forget the good things. In fact, there are even websites devoted to painting the picture of hotel horrors.
A majority of these complaints are very valid and should be taken seriously. Honestly though, sometimes people complain for the wrong reason and blame employees for something they have absolutely no control over. A good example of this is construction on the streets outside the hotel ruining a vacation. Yes that would be bad, but you cannot necessarily blame the hotel and its staff because they do not control when a city decides to fix a street.