Ok, this is a second-hand story, but would like to know what others would do...

Sister and Brother-in-law were just at a Fairfield Inn on a 4-night reward stay. Their first night the room sprung a leak and they were moved to another room. The next day they met with the GM and was told since they were on a reward stay she couldn't do anything and had no ability to credit points to their account. Also, due to being on a reward stay, an upgrade was not possible. By the time they got back to the room there was a call from the GM saying they could upgrade to a suite for one of the three nights remaining. Not wanting to move two more times, they turned that down and then the GM offered the suite for the remaining three nights, which they did accept.

Last I knew, a GM has pretty much carte-blanche when it comes to their property, and unless expecting Marriott to reimburse them for the upgrade, they should be allowed to do what they want, especially when dealing with a customer satisfaction issue. But to repeatedly contradict themselves is poor customer relations. I can see that from a front deck clerk, but a GM? I have advised my Brother-in-law to write a letter to Marriott Customer Service stating the facts as he knows them.

Any other recommendations?