I fall into the third category as well. If something is done right, or above and beyond the call, I'll write a letter. If something goes REALLY bad, then I write a letter. But I also try to work things out before I start making call. For example, I had a REALLY bad stay at a doubletree last weekend. This stay was to make up for the previous bad stay I had, well it was bad again. I did take the courtesy to write and fax a letter to the general manager and let him have the chance to respond to me. After 2 days without even a phone call from anyone at the hotel, I called corporate and they got the ball rolling. I don't like to compalin, but also I don't like getting walked over or withheld benefits that I'm entitled to, or have paid for. I have also used my status to help other lower elite FT'ers get some help when the red-tape needed to be cut. It goes both ways...