This morning, my email box had this letter from the Marriott chain:
Dear Mr. Scherer,
Mr. Marriott has received your comments regarding your recent stay at the New Orleans Marriott, and has asked that I respond in his behalf.
Needless to say, we were extremely dismayed to learn of your experience. Our Front Office Manager, Mr. Jeff Linden, has been apprised of the unfortunate situation that you encountered and you may be assured that he will personally address this matter with those associates most directly involved. There is absolutely no excuse for what occurred and I hope you will accept my sincere apology on behalf of the hotel.
Mr. Scherer, you are definitely a valued Marriott customer. Although we cannot change the past, we would like to take the first step toward regaining your confidence in us. With that said, I would like to invite you and Mrs. Scherer to enjoy a complimentary two night stay with Marriott. If you will provide me with your mailing address, I will forward two Marriott Flex Anytime Certificates that are accepted at over 1100 participating Marriott Brands throughout the country. Breakfast is included.
Once again, Mr. Scherer, I greatly appreciate the opportunity that you have afforded me to respond to your concerns.
Sincerely,
Gil Zanchi
Area General Manager
While I was not expecting anything short of a nice apology letter, it was nice of them to offer to send the two "flex" passes to me.
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13 comments:
Jeff Linden is a solid professional. He always lends a helping hand whether it is toward a guest or staff member. I have first-hand knowledge myself of dealing with Mr Linden and the Marriott is lucky to have him.
What power you have over the meck.
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