Originally Posted by thegoderic

email from the GM arrived this morning:-

Your comments did indeed get passed along to me and I want to personally apologize for the inconvenience that you experienced while at our hotel. This type of service is inconsistent with my expectations. I do appreciate your feedback as it allows us to use this information as a training tool.

Situations like this do occur in a hotel, but presenting the right solution to the customer is critical and we fell short on this occasion. I have spoken to both my Rooms Director as well as my Director of Engineering about your experience.

Thegoderic, as a Platinum Level Member, we appreciate your loyalty to Marriott and it is important that you know that this is not the norm for Hotel ICON. Although we did not recover as I would have hoped, we will be adding 10,000 Marriott Reward points to your account.

Again, I apologize for what you experienced at our hotel and hope, that if your travel brings you back to Houston, that I might personally handle your accommodations.

Humbly,