I do try to remember replying to these emails when I have had a positive experience as they fortunately are more common than the bad experiences.On my last trip I was surprised to get an email from the manager of the hampton inn whose staff I had praised-it made me feel even better and from the tone of the reply I think it probably would make a difference if I go back.
Also on this last trip I had a complaint about an embassy suites and in particular about the response to my complaint on the night.I was pleasantly surprised to receive an email from the night manager apologising and telling me their property had the satisfaction quarantee and therefore no charge for the night.
2 days later even more surprised to get an email from the properties GM offering a free night.It has changed my perception of that property and I probably will give it another chance now.
All in all a very positive diamond experience. ^