The fact that the CEO of the line responds is something that I think is deeply ingrained in the parent Company's culture.
Last week I ahd a problem at a Radisson hotel. At about 10 PM I sent an email to the Pres of Carlson, Curtis Nelson. Less than an hour later I received a long response from him, and the next morning I received a call from the VP of Radisson hotels.
Seems like a Class organization all the way around.
