It's funny you said that because I asked the super nice front desk agent about that and she basically told me that internal database is used for negative complaints. She said all the comments about guests that she has ever read in that system is negative. It's basically like a private "complaint" internal forum where staff can write negative stuff about you without the guest ever knowing. She told me it's supposed to be used to help "alert" other properties if a guest complains too much or is abusive but it's really a bunch of juicy negative stories about guest issues with the spin slanted 100% towards the hotel. She was so cool because she kept it real to me.

As I wrote earlier, it's really a shame. Us PP'ers and Platinum's and Ambassador members who spend a fortune with this company are literally being gossiped about and criticized and defamed by bad supervisors or managers that are spiteful and want to absolve them and their hotel of any blame. They screw up, guest suffers, complains, get's angry, maybe raises his or her voice, demands corrective measures or fair compensation for the issue and hotel spins it in this awful system. Guest gets 10,000 points and thinks situation resolved. Little does he/she know that hotel writes awful and untrue stuff about them(not always but I'm sure lots of times) to make it seem like guest was the second coming of Charles Manson. And poor guest has no clue about it. It's unreal.