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The article describes Problems Per Hundred Guests and how many guest have the problem, report the problem, and get the issue resolve.
The #1 problem guests experience 16% of the time is noise which is reported 43% of the time and resolved 35% of the time.
7% did not report that their key card did not work.....I wonder how they got into their room?
That's why I always ask for 2 keys rather than 1. If one does not work, I don't report it, but two (happened once) obviously have to report that.