More thoughts about 5* hotels

It seams like lots of the 5* hotels "loose" the last star in reviews because of the lack of service. It looks like lots of hotels could have been great if only the manager had raised the staff to be more service-minded. It is a pity that things that do not cost a penny brings down a hotel. I really wonder why the managers don't teach the staff how to treat clients when working at a 5* hotel. Everything can be top notch, from exterior to interior, but if the level of service is lacking, the hotel loose...