I sent a "contact us" form to Marriott regarding the frustration I experienced. I linked to this thread in my email. Both Marriott Customer Service and the Marriott Richmond NW GM read the thread (both responded via email) and expressed their concern for the frustration we customers feel.

In addition to processing the credit, the GM helped my concern with 10k MR points! VERY GENEROUS.

I wasn't complaining to get points. I just want a smoother experience.