Originally Posted by
Kacee
It depends on the property. If a Diamond leaves noteworthy comments on the survey (positive or negative), the property will typically provide a personalized response. Usually the response will come from low to mid-level front desk staff, but that can vary based on property and the nature of the comment. IME, the GM is more likely to respond if you've left positive comments
Some properties don't send surveys and IME those are often the properties where feedback would be most appropriate.
My experience has been the same. Sometimes I get personalized responses clearly indicating a willingness to fix the problem when/if I stay again. Some offer clearly canned responses that do not address the issues, which I find to be frustrating, and some simply never reply at all.
For an important issue, I wouldn't depend on the surveys to convey my information.