Originally Posted by
traveling_again
I think if I was in this situation I would CC: the GM at the Times Square property. I would start with a thank you regarding the great care his people have provided and explain why you just canceled 3+ weeks of stays. With all the spending at that specific location, making them aware of the dispute may be another lever if corporate refuses to wield the big stick against the Phuket location.
I'm guessing that GM will care a lot more than anyone else you have met along the way. You may get your first meaningful apology and who knows what else. And if you do leave Marriott, at least those employees you feel bad about would know why they lost your patronage (not their fault). On the plus side, it would most likely strengthen your relationship with your "home away from home" if that GM finds a way to make you feel whole. I can't remember the specifics, but I know I have had a conversation with a GM where something was stated like "Yes, its obviously not my hotel's problem, but I was I wish I had known what you were going through".
+1. At this point, $$$$$ are the only things that will get people's attention. Thank them for their "efforts", and explain to them how their efforts have been successful in gaining new business for the competing chain(s). If you have already completed a stay, thank them for opening your eyes to the wonderful world of (insert competing chain name here). Given that they do not go against their hotels, and the hotel has already shown its "quality", they have made the decision easy for you.
You can select your wording, as I am no doubt approaching snarky, but if you really want to get smart, you can ask them if the GM of the hotel that is now getting your business can have their address to which they can send a thank you gift for directing all this new business their way.
On the assumption that you don't have a history of demanding compensation/being high maintenance, they've frankly shown you how much your 200 nights means to them, so I can rationalize in my mind a bit of les than formal communication. But that's me....
