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Hard product vs. soft product

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There is an interesting discussion going on over in travelbuzz about the relative importance of hard product vs soft product and it got me thinking about hotels the same way.

Personally, I really only care about hard product and unless the soft product is bad I'm unlikely to notice. In fact, most times I'm happy if I never speak to someone else from the hotel after check in. I'd much rather have a huge room with a great view, a very plush bed, and high quality amenities. I'm interested to hear your thoughts on this debate. Selfishly, I'd also love to know if there was a hotel that blew you away with hard product even if the soft product was less than stellar.
Date: Apr 21, 2017   


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