--How much weight is given to the "Guest Comment Cards?" Are they really read?
I can think of only a couple of times when a hotel manager wrote to me commenting on specific issues which I had raised--otherwise, generally, boilerplate responses. The most egregious one, was from the Hotel Bel Air where I listed a myriad of complaints and received a letter from the "manager' thanking me for my "kind comments."Morever, he was delighted that our stay was so "pleasant." (which, it , definitely was not).