Sorry for my delayed response to this thread - this week has been extremely bust for me at work.

Regarding the TV surveys, the systems for both Lodgenet and On Command are changing due to, I would like to think, customer feedback (the properties in this survey area). Currently they are trying to integrate my system to enable my guest's response's to this TV survey to be able to email all department heads instead of printing up on on a printer in some remote location. This is essential for following up on any guest comment - regardless of the tone - so that we can respond qucikly (hence, the point of the TV survey IMHO). This is a technological item that we are working through (at least at the majority of the props).

Regarding general comment cards and online surveys (I assume you are referring to the Marriott Guest Satisfaction Survey), all surveys are reviewed by my exec team weekly and forwarded to the appropriate person to follow up on. Since we receive upwards of 300 surveys per week, the surveys review process is ahred between the exec team - myself included. I do admit that I have not mandated that every survey, or written comment card be responded to. We respond to all negative comments (thankfully few), but I know that we need to at least thank everyone who takes the time to let us know their thoughts. My property (I) am guilty of this (not responding to all comments). Thanks for the feedback - I will bring this up and my next exec committee meeting and we will find a way to respond to all.

But to answer the root cause of the post (not trying to out words into DJ's mouth, but IMHO), guest feedback is essential to my operation and is reviewed daily - granted in a property view and with some TV/written surveys. Responses received from our formal Marriott GSS are reviewed weekly - we know what time they are available to us and my team (myself included) are reviewing them every Saturday.

Yes - your comments are extremely helpful and do not fall upon deaf ears. Thanks for letting me know that we (I) need to do a better job of following up with you, even if it is just a simple 'Thanks for taking the time to tell me' note.

I hope this answers your questions.