Originally Posted by Rocheflyer

I stayed at the Cambridge, MA Marriott 40 - 50 nights each of the last two years. No more. The lounge service has taken a huge beating and the wonderful hot breakfasts have disappeared.

When I wrote a letter of complaint to the manager, here's the reply that I received:

"Thank you for your note regarding the concierge lounge offerings here at Cambridge. I very much appreciate the opportunity to respond to you so that you may understand the rationale used in the difficult decision to alter the products and services here during the morning.

As you travel with Marriott to other locations, you may have detected that almost all other full-service Marriott do not offer cooked-to-order eggs in the morning. In fact, my hotel has offered this service for many years despite the variation against the brand standard. So, in order to eliminate confusion for our guests and to have consistency across all North American full-service Marriott, we needed to make the change. The timing is, in part, driven by the softening economy and attendant lower demand for my hotel, but it would have been necessary to make this change early in 2009, in any case.

Mr.---------, as a long term Platinum member and enormously loyal guest here at Cambridge, I want you to know that we sincerely value your business. In the conversation that you overheard, you may have learned that we will continue to offer a variety of protein items in the concierge lounge each morning. It is my hope that those items will at least partially meet your needs for a solid, quick breakfast, and I'll welcome your comments there, both positive and negative, as we implement that process.

Thank you again for your letter, and I look forward to continuing our wonderful relationship into 2009."