When the words come out of the Managers mouth who says he listens to feedback you feel good .Its an ok hotel in San Ramon and so service may make it better . However.... Dont say I will do and then do nothing three times . Three phone calls to get the bill emailed . Three weeks later still no Marriott points . Despite verbal promises from everyone you talked to .Well what about the GM .His voice mail was a month old saying he was ous out of the office .
The point is detail and courtesy matters , the highs from you doing it may get you one point but the lows of a broken promise are losing 100 points . This isnt budget related ,infrastructure dependent This is people making sure the Say /do ratio is real