Originally Posted by
419er
OP: Your profile does not state if you have status with Hhonors. For me, if I have an issue with a stay, I politely point it out in the post-stay survey. I'm actually not that good at face-to-face confrontation for a variety of reasons.
Anyway - I'm never rude in the surveys, but when I do state a specific complaint (like the lack of ventilation in the fitness center at the Doubletree San Jose last week) I always get a personal response and apology via e-mail from the GM.
Ditto for me, though I also make sure to give positive feedback when applicable. Having to switch rooms 3x in one night because the TV didn't work at one hotel in NYC got me an email from the GM and a request that I contact her the next time I was in town so she could make sure I had a nice upgrade; Misinformation about the club being open over the weekend in CA (when it wasn't) got me a credit of a few thousand HH points; and from getting stuck in an elevator in Dallas I received a free night. I don't fill out those surveys hoping to "get something", but they tend to be very responsive to honest feedback.