「The bulb in my bedside lamp failed during the night. On a whim, I mentioned this in my check-in review. (I idly wondered who reads these reviews anyway). Within 5 minutes I had a knock at the door - the lamp was fixed immediately.
I was astounded. Not only do they read the reviews - they act on them.
I intended to mention the bulb when I saw one of the staff. To me it wasn't that big a deal as I wouldn't need the light until that night.
The reaction I received assured me that to the...