After years of economic stagnation and recovery, the hospitality industry is finally heating up again. According to a report from New York University's Tisch Center for Hospitality, US hotels spent a record $6 billion in capital expenditures to improve guest amenities and services in 2014, more than double what was spent in 2010. Performance also improved, allowing owners and investors to think about capitalizing on new opportunities—and how to get the biggest return. The report from NYU also found that the rise of social media has resulted in "additional capital expenditures as owners become more aware of and respond to criticisms and unfavorable comments." These expenditures are crucial, and point to the missing link in ineffective re-positioning. According to the American Express 2014 Customer Service Barometer based on 1,000 consumer interviews, the average consumer will only tell eight people about a positive service experience, while a negative experience will reach 21. In fact, 60% of consumers with complaints "talk about these experiences all of the time." Get the full story at Hotel Online