There was a thread about whether or not it's worth your time to fill out those electronic "how was your stay?" comment cards a while back and I couldn't find it, so I'll post this here. I had lunch this past Tuesday at The Culinary Dropout inside the Hard Rock. It was past 1 pm and there was only 20 or so people dining and the bar was empty, so I sat there. A very friendly bartender came over and took my order, Shaved Prime Rib Dip. I have the same thing almost every visit, so I'm there once or twice a month, though I don't generally see the same faces like I do at some of the Hard Rock's other venues. I waited and waited and waited for a long time for a simple order at a slow time period. The food finally came and the sandwich and au jus were cold... though I had time, I was hungry, so just ate it paid the tab and left. Now I've eaten at this place probably 25 times since they've opened and the food has been outstanding except for the past 2 times... same thing, long wait and then cold food. I know from previously being in the business, that a manager can't correct what he or she doesn't know about... I should've said something while there... but I also know most customers aren't the "let me speak to the manager" type. Yesterday I received the usual "how was your stay" communication (e-mail survey) from the Hard Rock. I fill it out every time and I ALWAYS look for positive things and people names to relay on it as well. Example: this trip I stayed in an area of the hotel I'd never been in before and leaned out the door to a young guy vacuuming the hallway and asked, "which way to the ice-machine?" He responded, "may I fill that up for you sir?" Well... heck yeah. Of course, it earned him a nice tip, but I made sure to get his name and include it in the survey response. Anyways, back to my Culinary Dropout story...within 15 minutes of the time I pushed send, I had an e-mail message from the General Manager of Culinary Dropout in my inbox apologizing for the recent visits that haven't met my expectations and asking to allow him to make things right. Now I'm sure these surveys aren't always reviewed that quickly or closely, but maybe they are! The Hard Rock had to have time to forward that part of the survey to the restaurant. I enjoy this restaurant, so will gladly go back now that I know my business is valued. So... the point of this is... in my experience, it's well worth it to communicate... not about every little nit-picky thing and I think it adds credibility to the matter when you point out the things you like and appreciate too. It's not that hard to "catch people doing things right"... it's so easy for people to look for something they didn't like and grind on it over and over.