[QUOTE=RogerD408;25896618]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.

The enforcement is the issue that I believe is the most frustrating on occasion. Last year, my wife and I stayed a week in a "beachfront villa" at the Renaissance Koh Samui but when we arrived, our villa overlooked the main pool. When we inquired about it, we were told by the staff (who was great for the most part) that they considered the villa beachfront because you could see the beach on the other side of the pool. When we exhausted the managers to complain to at the property, we took it to Marriott who eventually told us "sorry for the confusion but the property considers it beachfront" end of story. Our questions of when Marriott had confirmed the descriptions, which was on their website, and what the corporate definition of beachfront was apparently went into a black hole because we never received a response. Obviously not a show stopper for the vacation but considering they charged more for the beachfront villas, it was frustrating.