If your guests take the time to report a failure of your service or facility, you should thank them, correct the issue and log it. With this information in hand, tell your line personnel that walk the hotel every day what bothers guests most and give them an efficient method to seek out these failures and report them before a guest sees them. Lastly, look for systemic issues that you will just need to look for periodically and call that preventive maintenance. Returning to the guest, store this incident history and preferences for this guest and make sure that they don't occur again, in any of your hotels if you have more than one. If you have several, manage the whole process from the corporate office. Welcome to HotSOS.