While cockroaches, bad smells and poor service can ruin or destroy a hotel's reputation, tough trading conditions brought on by the 2008 global financial economic crisis have had the biggest impact on the hospitality industry.
The majority of large chain hotels have begun offering special discounts to lure in customers or have decided to change their track completely, but the Shangri-La Hotels, a chain with its roots firmly in Asia but growing internationally, has adapted its business to get people in the door.
Greg Dogan, the CEO and president of Shangri-La Hotels, joins Counting the Cost to discuss the future of the hotel industry in the face of intense competition.
