How hotels became a strange shell of their former selves

Nearly all U.S. hotels are still short-staffed. Here's what you can do about it

Before the pandemic, American hotels were a standout in an industry of underachievers.

Some hotel chains routinely scored top marks in customer service surveys. They were so good at what they did that other companies hired them to teach customer service. No hotel chains cracked our top 10 list of most-complained-about companies. Hotels also largely escap…