Tablet Hotels also uses its Twitter account to keep an eye on what customers are saying and what it can do in response.

"We had one of our (frequent guest) members Twitter from the front desk when the hotel was giving her a hard time," Michael Davis, co-founder of Tablet Hotels, says. "We caught it within 30 seconds of posting, and our customer service called the hotel to resolve.

"Customer problems can no longer be kept 'quiet' with the emergence of the web," Davis says.

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