" Need to cancel the day of arrival with no penalty? No problem. Maybe you just want to be treated with care and respect? I understand, dear guest. Come on, now, calm down, you fragile thing … take my hand … good … okay, now put some money in it … very good … thank you. Now, that’s a proper hospitality business transaction. "

― Jacob Tomsky , Heads in Beds: A Reckless Memoir of Hotels, Hustles, and So-Called Hospitality