Got a very generic email response from my query/complaint through Marriott's web site. Is this usual? I've copied the text below:

Thank you for contacting Marriott Customer Care and advising us of the difficulties you encountered with our toll-free number.

Although it is never pleasant to hear of problems encountered by our guests, this feedback does allow us to discover our shortcomings and make improvements. Please be assured that this was a rare occurrence; our associates are carefully monitored to ensure they are providing our guests with the type of service normally associated with Marriott.

We hope that you will accept our sincere apologies, and that this error will not deter you from using our Marriott toll-free number. Feedback from concerned guests such as yourself enables us to maintain the high level of quality service for which Marriott is known. We have forwarded your concerns to management for consideration and further action.

If we can be of further assistance, please reply to this email.

Thank you for choosing Marriott.

Regards,