When guests lose trust, it doesn’t start with a lawsuit — it starts with a small lie. An outdated photo. A broken promise. A silence that lasts too long.
In this episode, Kay Walten of Smart Pineapple breaks down real stories of trust lost and trust rebuilt — from small inns to boutique hotels that turned transparency into loyalty (and profit).
You’ll hear:
A Michigan Attorney General case that exposed hotel operators running a bait-and-switch scheme.
How Boar’s Head Resort learned that ignoring reviews can cost more than a refund.
The Rex Hotel’s wild transformation from a crumbling $242K motel into a $3K-a-night boutique success story.
What Historic Smithton Inn and Wingate Hotel taught us about communication during crisis.
The Shores Inn verdict — a $2M lesson in why silence isn’t neutral.
And how Hotel Crescent Court proved that accurate photos and honest storytelling can double bookings.
Because trust isn’t built online — it’s proven offline, one honest detail at a time.
Honesty is a competitive advantage.
Transparency isn’t PR — it’s profit.
You can rebuild trust faster than you think — but never by hiding.
Trust isn’t built online — but conversations like this are.
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Sources:
Mackinaw City Hotels (2022)
Michigan Attorney General Press Release – “AG Nessel Announces Settlement With Mackinaw City Hotels”
FOX 2 Detroit Coverage – “Mackinaw City Hotels Accused of Tricking Guests”
Detroit Free Press – “Michigan Hotels Accused of Duping Guests”
Boar’s Head Resort (2024)
TripAdvisor Reviews & Reddit Threads (r/charlottesville, 2024)
The Rex Hotel (2021–2024)
Realtor.com – “We Transformed an Abandoned Motel Into a $3K-a-Day Boutique Hotel”
Business Insider – “A Couple Bought a $242,000 Motel and Turned It Into a Boutique Getaway”
Finding Promised Land YouTube Channel
🔗 https://www.youtube.com/@FindingPromisedLand
Wingate Hotel, Steubenville, OH (2025)
Herald-Star – “Wingate Hotel Faces Mold, Structural Issues”
The Intelligencer – “Steubenville Wingate Hotel Under Health Department Investigation”
WTOV9 News – “Officials Probe Wingate Hotel for Health, Safety Violations”
Historic Smithton Inn (2020)
eHotelier Case Study – “Major Chains and Small Hotels: Business Recovery During COVID-19”
Shores Inn, Ventura, CA (2020–2025)
Los Angeles Times – “Bed Bugs in Ventura Hotel Lead to $2-Million Jury Ruling”
KFI AM 640 – “California Hotel Guests Win $2M in Bed Bug Lawsuit”
USA Today – “2 Hotel Guests in California Awarded $2 Million in Bed Bug Lawsuit”
Flevy Boutique Hotel Service Case Study (2024)
Hotel Crescent Court, Dallas, TX (2023)
TravelBoom Marketing Case Study – “Hotel Crescent Court: New Site Launch Yields 46% More Bookings”
TripAdvisor Insights – “The Impact of Photos on Traveler Engagement”
Written and narrated by Kay Walten
Produced by Smart Pineapple
Research by Smart Pineapple Editorial Team