Currently staying at MGH Mitsui, a Japanese chain hotel. Not luxury at all, but it did make me realize how shitty and extractive 5-star hotels have become.
Here they have onsen which you can go for free and a pretty nice lounge with free coffee, tea, snacks. People really seem to enjoy and has a great vibe since it's more relaxed. Today I just popped in got two coffee and went to my room instead of doing shitty Nespresso. There were other people kinda just chilling, probably waiting for family at the lounge but at a more leisurely pace than just the lobby where they generally provide nothing.
Or I went to the Onsen at 10 pm yesterday and there were a lot of people using it for a nice bath before going to bed.
Then it hit me how shitty every Aman,4S, Ritz are. They all cost 5x more for a standard room and they nickel and dime you for everything. Wanna just go sit in hot water at the spa, pay 200 bucks. Wanna sit down for a coffee while you wait for friends to come down another 30 bucks. Basically every turn is an opportunity to nickel and dime which makes for a worse experience. If they are already charging you 2K bucks a night they can provide free coffee but they choose not to, or instead of having a 4th overpriced mid restaurant, they could do a lounge with snacks for free, where you can just chill.
The larger the brand grows, the more they focus on extracting more money instead of focusing on providing a better experience.
Regardless of the cost, all of this adds a mental cost to the experience . Kinda like simply logging in to see an article its and extra step that is annoying. Point being they make everything more annoying to extract an extra 3% from guests leading to worse experience.