My past experience with calling customer care has been excellent. I can see the desire for written documentation, but I feel better at explaining things orally (in real time) so I can offer corrections if things go downhill.

This customer care line that I mentioned is for all Marriott branded properties. They take issues seriously, and I have had them call the property right after my call to address problems. This makes quite an impression on the hotel staff because they don't like getting too many calls from customer care.