Off topic: terrible customer service

There are a lot of exciting races coming up all around the country, so please permit me to go off topic a bit to report on the absolute worst case of customer service I have come across, although it's quasi on topic since I'll be traveling to some of those races and staying in hotels when I do.

Thoroughbred Times staff writer Jeff Lowe recently went to Cincinnati on a pleasure trip and booked a room at a Hampton Inn. Upon checking in, Jeff had some reservations (pun intended) about the quality of the hotel when noting a strange smell, but he was there so he pressed forward.

While partaking in the free continental breakfast, Jeff used the lobby restroom where he found a mouse drowned in the toilet. He flushed the mouse, complained to the front desk, received a refund, and alerted Hilton Worldwide, which owns the Hampton brand, of his experience.

A Hilton representative apologized for the situation and told Jeff that someone from the Hampton property would contact him about his stay. Below is the letter Jeff received from the hotel's general manager reprinted here with Jeff's permission.

Dear Jeffery Lowe:

First no one was hiding anything, and the smell was NEW CARPET, the people you seen in the back was the carpet guys, and as far as the mouse in the bathroom honestly you said you flushed it, you know what I really feel that this is a made up story after reading your comments in the survey, I responded to Hilton and I feel your refund should have never been given, and I ask you to please never come to this hotel again.
no need to respond back I really don't want to hear what you have to say, I think you more then spoke your mind.


Sincerely,

General Manager
Hampton

What's the point of this letter other than showing off poor use of the English language? I can't think of any upside to sending this to a guest other than hoping it goes viral and gets people talking about Hampton/Hilton (no such thing as bad publicity).

Hotels aren't like airlines. Airlines can treat me poorly because I don't have the power of choice when it comes to flying. I'm going to pick whatever airline offers flights that are convenient to when I want to leave and reconcile that with price. It's exceedingly rare that more than one airline offers me a choice of good times at a good price.

Hotels are different, though. There's always plenty of rooms to choose from at various price points. Customer satisfaction does come into play, and this GM has cost Hilton the 20 nights I spend in a hotel a year.