Originally Posted by superangrypenguin

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The best part? The duty manager and the hotel manager never called my room, visited me to say sorry or leave a VM. Every single N. american starwood property i have filed a complaint in N. America (even the minor ones when I say I have a fatal allergy to Dairy and I get butter...) I have always gotten an apology from the hotel manager. (was assuming after the DM messed up the "Customer recovery" - her words, that the hotel manager would at least apologize for the incident and how the DM acted, given the Starwood was embarrassed at her behaviour..