Article title: "Confessions of A Hotel Executive"
" ... Guests should reserve directly. It's been said that we treat guests worse when they reserve through third-party Internet sites. It's no myth: Of course we treat them worse! Travelocity, Expedia, Priceline, Hotwire, Orbitz, Hotels.com-- you name it we turn up our noses at them. At some websites, you put in a price and stay at whatever hotel comes up. You can't tell me that these people care about service! Can't! The way we look at it, these folks are solely concerned about price, and they probably can't differentiate good service from bad. People who reserve through third-party sites are the first clients we downgrade or relocate if rooms are oversold. Heck, we might even pull the sparkling water, cheese and crackers, and other nice amenities from their rooms. You might think that policies such as these are unspoken rules, but they're discussed openly during our staff meetings. On the other hand, guests who make reservations through our website or call center almost always have access to the lowest published rates. And when you book directly, it says that you picked us, and we'll treat you accordingly. ... "