Marriott Rewards - Complete Opposite of Frustrated with Marriott

Gentlemen and Ladies.

I just returned with my family from the Fairfield Inn in Clay, NY (north of Syracuse)(long story how we picked that hotel for the one night stay before catching a flight south).

I am a Gold (earned the hard way) who has stayed at every level of Marriott on three continents, and so I know what Marriott is capable of, at each level, including Ritz Carlton (I have stayed at 6 Ritz's on two continents).

Unfortunately, during what was supposed to be a very brief stay at this Fairfield Inn en-route to a family vacation - we suffered a family emergency of the worst kind which meant that I truly needed assistance from the front desk in order to keep all the balls in the air.

Bottom line: Though we are now home, the emergency has not yet passed and I do not have the where-with-all to do a search for the best address at Marriott headquarters to pass along the 6 star treatment that we received this past weekend from the Assistant Manager of the hotel. On Monday, I told the General manager about her great assistant manager and said I would be writing to her about the treatment when I got home. She said "Please don't write to me - please write to Marriott headquarters" implying that it would be good for the Assistant Manager's career with Marriott.

I want to give something back to someone who really went out of her way for us this weekend. This person would make a great conciege somewhere. Can someone please post the best address for Customer Relations or whatever to pass this story along so it is seen by the right people.

By the way, this particular Fairfield is incredibly nice and clean - as much as many full-service hotels I have stayed at. (and I am incredibly unbelievably fussy).

Much thanks.

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[This message has been edited by socrates (edited Mar 23, 2004).]

As I've mentioned on other threads, I have been treated very well by Marriott this year. I don't recall any stay where I was not given a high-quality room (better than the "standard" usually booked), usually on the upper floors, and about half the time to suites.

As they say, "YMMV", and I'm sure there are differences between specific properties, but I certainly don't have any complaints on that score.

I posted the following in the Frustrated thread:

Two months ago I swore never to go back to Marriott. Well never really is a long time. My friend wanted to stay at the Ren Mayflower in DC because of the history of the hotel. So we stayed there for 2 weeks in October. At check in they checked my ID and then got the key jacket with my name PRINTED on the cover and said "Welcome to the Mayflower. As a Platinum member we are happy to upgrade you to one of our executive suites. Enjoy your stay. I will send a bellman up in just a few minutes with your daily breakfast certificates."
With this good experience I decided to try Marriott again. I booked for a 2 weeks stay at the Wardman Park Marriott in DC. Checked in. Did not ask for upgrade. Got to the executive floor, walked to my roon which was the first one off a hugh elavator foyer. The room had double doors....walked in and thought my god I need a map to navigate in this hugh suite.

I am writing this because I still believe Marriott Corporate is not sincere on keeping their promise to the customers. But there are a lot of individual hotels that are above and beyond the corportate level and believe in treating the most valuable customers well.

Thank you Mayflower and Wardman Park Marriott.