**Primary segment — the discount you never approved.** Your published rate is what you advertise; your net rate is what you earn. The gap is a set of decisions, and some of them are nobody's. Three fixes: know your floor, give one person the whole rate ladder, and review it quarterly.
**Under the Bed.** Two one-star reviews, pulled from Tripadvisor, read without the property or the guest named. The first is a room nobody looked at — leftovers in the fridge, a smell reported three times and never closed out. The second is an answer that made it worse: a repeat guest on a premium rate told to deal with it at two in the morning.
Neither fault needed money to fix. Both needed someone to be responsible.