Let me clarify my reasons for the above quoted post.....Franchise & Managed hotels are held to the same standards....we view franchisees as business partners (which is exactly what they are)...together we approve standards for our different brands and the consequences that will result in the failure to comply by the standards....all GM's & their teams (managed and franchised) have a section on their annual review/bonus program that includes "guest satisfaction" so I can assure you all Marriott flag'd hotels have a stake in providing Marriott quality stays

Now the reason I asked Bruce to contact customer service is quite often the new management will have a different management style than the former team did and sometimes the hourly employees (who typically remain) will mistakenly infur the new management to mean something other than they really did....so by contacting customer service two things happen 1) the GM is issued an alert regarding the issue inorder to correct the situation 2) if the problem is the management team then it is documented with some teeth and repeated guest complains will be viewed as an issue by both Marriott Corp and the Franchisee's corporate team


FYI...this has all been discussed in the past

I can see you're a new member here and FT and I want to be one of the first to welcome you.....