I also thought the survey was a bit old-fashioned. They could get more actionable results and shorten the survey significantly by basing it around the Net Promoter Score and asking people some more thoughtful questions.

In general, asking people for their opinion of something and then not specifically giving them the chance to explain an extreme score (as I had recently) is going to annoy people and miss the chance to learn what actually went on.

The follow-up to poor scores is good, but it's telling that the 2-3 times this has happened to me the hotel hasn't received enough information about why I was annoyed to do anything about it.