Yes, the standards may be set, but delivery is up to the property, and enforcement is lax. Many times CSRs will excuse/side with the property when a failure occurs as that is less work for them. Then you have to decide if fighting it is worth it. On the rare occasion you find someone that agrees something went wrong, the solution can be quite nice.

I know of a situation where a property was not able to re-open on time following hurricane damage. My friend got a call summarily cancelling his reservation coming up in a week or two. Property and MR were unable/willing to do anything. Escalated to Marriott corporate and he was booked into a neighboring hotel (not even Marriott) at their expense! Poor customer service and GREAT recovery! Would have been cheaper for them to handle it right the first time.