I am part way through it and I have to admit that I agree with him as far as the room observations go. I was underwhelmed by the rooms for the price we paid. However, given that, I also only used the room as a place to crash with the kids mid day, and at night. We were either in the parks or in the pool and rarely in the room.
One problem with GCH reducing their room rates too much is then it would be hard to book a room there. I agree that the rooms could be much nicer for the price, but that is not the only thing we pay for. We also pay for the location. It sounded like he also met with mixed CM quality and service as well. I strongly agree that for the price we pay to stay at the GCH, we should be able to expect, and recieve, the highest quality service from the hotel staff.