Listening to customers is a good thing, but taking real action to address their problems is even better !
Especially for a 4* hotel in the middle of New York's Times Square, and with the price at over 200 USD a night.
We had two rooms for 9 nights, which is no small stay, and when we arrived, one of the rooms had been used and not tidied/cleaned - it can happen and it's OK, we explained to reception and we were given another room. Problem with this room: a very strong musty smell but OK, the major problem was with the air-conditioning which didn't work and made a very loud noise - in August it's impossible not to have one. We went downstairs again and were told that the hotel was full - it was only after insisting and going back up to the room that we were finally given a "normal" room.
The biggest problem came afterwards, and that was the unnecessary blocking of two times 350 USD per room in addition to the city taxes paid on arrival!
Despite several requests and discussions with the staff, no solution was found! What's even worse is that 3-4 days after our arrival, another amount of 220 USD was blocked, and no one knew why except for a "deposit"? But a deposit for what?
It was only after 6-7 days of our arrival and a lot of stress and demands on our part that these amounts were released!
Conclusion: saying "yes to the customer and telling him everything is OK" is not enough! You have to take real action and communicate properly about the actions taken!!!