Wow - shocking to hear about this - not so much the poor experience, but the repeated "we-don't-care" attitude, extending all the way up to Mr. Marriott's office!

Seriously have to say this causes me to consider dropping Marriott - what if I had such an issue? I've never really had one in all my nights that wasn't resolved at the front desk - they've moved my room if it wasn't cleaned and otherwise satisfied me. So to find that the local management not only didn't fix it at the time, but refused to fix it later when confronted with PROOF (the email, for one, and I wonder if there are pictures of the dirty bathroom or a receipt for the "90-minute" massage that might have a timestamp on it) that there was something wrong.

Then again, you have to figure, from the OP alone Marriott has already lost many thousands of dollars - and several others in this thread have posted their concerns as well. At this point, you have to figure Marriott has lost much more revenue, goodwill and trust than the one GM in Thailand ever could think possible, I would say. Butterfly effect, anyone?

Actually, just thinking about the response AND the silence of Marriott Concierge on here, I've just in the other tab canceled my upcoming anniversary trip at a Renaissance. It's only 3 nights, about $550, but that's another $550 Marriott's lost due to this response - and Hilton will probably gain!