That is a big draw. Most revenue comes through loyalty programs and most properties are terrified if they give to much to OTAs their numbers will drop and they'll be fired. Plus, people who book online are usually price sensitive and indifferent to the actual service and amenities - their loyalty comes from price not past experience. To make matters worse, companies like expedia/hotels.com have HORRENDOUS customer service which makes better brands even more hesitant to help them out, because its trouble they can't control. The vast majority of GMs are promoted from within, which means working class and under educated. They're not going to take chances because jobs are hard to find and not one of them wants to go back to housekeeping etc