I have received personal responses a few different times after mentioning issues or problems at check-in or during stays. Most of the time they are not canned and depending on the issue come either from the GM or a manager of certain areas (Housekeeping, front desk, etc).

I have also sent in many compliments and know that they've been shared in staff meetings. I had one employee come up to me on my next stay and thank me for writing about him. Based on my comments, it was a no brainer it was me that sent it in. In my experience, if you stay at a property frequently and are a "Diamond" (always will be diamond to me, it is still Jacobs Field in Cleveland too) they read and take your comments seriously.