Originally Posted by
Srisarin
There is no "naughty list" for following up on a Marriott guarantee.
No, but there is a CRM system that allows a property to track customer interactions be they good or bad. This particular property has shown a disdain for following the rules and very likely has made note of the incident. Now what action they choose to take should the customer return will be the telling part. Also, from what I've been reading some of these CRM entries flow between properties, so there is no telling what will happen elsewhere. I don't think the OP did anything wrong and I'd hope the other properties will see it that way too. It's actions like this that drive customers away from the chain and not just the property. Fortunately many more properties follow the rules and provide good service than those that don't so the actions of one/few does not represent the entire collection.