<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by DADISGARYK:
I recently stayed at the Residence Inn at Hartford Airport.
The room smelled, the mattress was lumpy and needed to be replaced, the counter wasn't set up with dishes and glasses as they usually are...not major complaints, but when i received a comment survey in the mail, I indicated how unhappy i was with the room.
I mailed the survey form in 2 weeks ago.
Today i came home to a voice mail message from the GM of the hotel wanting to know how they can improve the hotel, because they received a copy of the form I sent with all the low scores.
It was good to finally know that someone reads all those forms with the little boxes that you fill in.
I thought they simply tabulated the scores and that was the end of it, and so i never have paid much attention to those mailed, follow-up forms that come from HDQ</font>
Yes these forms are read...just some background on how they are used:
Hotels are rated internally based on these survey's...and a hotel (managed or franchised...doesn't matter) below par could loose their flag; most managers bonuses are tied into these scores as well (I've seen GM's loose their jobs over low scores)
The survey's really are a big deal to Marriott