I have a Guest Comment Book in each room together with a laminated sheet explaining what we are about, i.e. things we cannot change and how we strive to offer the best hospitality. I usually ask the guest to fill in their comments which are usually always positive. If there is a problem sort it out verbally straight away. Any way I find once they have filled in the Guest Book usually their reviews are good as they have already written positive comments in the book in the room and go away thinking positive.
Hope this helps
Chris Peace Cottage Montagu, Western Cape