Originally Posted by
CJKatl
My rule of thumb is whether the next guest would want whatever the situation was to happen to him. When there are issues, I always ask them NOT to give me the points. It's too easy for a complaint to be written off the the manager can blame it on someone wanting points.
Thank you OP for naming the hotel. A hotel that is that blase with a security issue is a hotel I want to avoid.
That is a very good point, and one that I had not thought of. I don't know the internal politics of Marriott. What would be a better way to handle this so that the issue is given the attention it deserves? I would think that the highest you could go would be the GM, as that is who is ultimately responsible for all operations of that hotel. I don't think a matter like this would be addressed by anyone higher than the GM, but I could be wrong. When I mentioned getting some points as compensation, that is for the satisfaction of the OP. I also mentioned properly following up with Management. So long as the appropriate members of Management are made aware of the issue, I don't see any other options. The GM will not be pleased with the way the situation was handled, and I'm sure will follow up appropriately. That's about all you can do.