Originally Posted by
TRAVELSIG
Hey emanon256- thank you for your post- does not sound like a rant. I am very surprised you have had this experience at this particular hotel- I have also stayed there however fortunately had an excellent experience- also some friends of mine actually bought a timeshare there, and they are very demanding clients (i.e. it is difficult usually for Aman to keep them happy)- so this is not standard.
I do suggest as others have that you write to Mr. Marriott with a clear letter of what happened, what you did about it, what has transpired, and what you would like. The one thing to be sure of is not to exaggerate your complaint, and I don't suggest using phrases like (never stay at a Marriott again) as they don't really address the problem- and a major hotel executive does know already that upset guests may move to competing properties.
Please also let everyone here know how it works out- and hopefully to your complete satisfaction!
Saying "I'll never stay at Marriott again" in a huff at the front desk of a property because they didn't include an extra towel in your room is a joke.
Writing an articulate letter to headquarters with a concern, a history of high-revenue (200+ nights a year) over a period of years, a proposed solution to rectify the concern, and a gentle reminder that unresolved concerns may result in a re-appropriation of hotel stays among competing chains is a very valid way to get attention. The key is to have a reasonable solution (not a demand for 30 free nights) and a history of business with the hotel chain.
This approach is even more valid with today's economic climate - loyalty is a two way street, and a happy loyal current customer is much cheaper to keep than trying to acquire a new one.