I just got this response from the folks at Marriott corporate after writing a letter to Mr Marriot. What I really liked was this part of the response:
Per Mr. Marriott’s request each incident received is forwarded to the proper hotel for a response. This serves as a training tool for each hotel, in order to improve on any service or product failures.
The biggest reason for this letter, of course, was to help Marriott management look at a way to fix their process. I can't wait to hear from the general manager at this hotel.
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