A few months back I had a pretty sub-par experience. I wrote Marriott customer care, which forwarded the issue to the executive office of the hotel. The general manager sent me a cookie-cutter response that didn't even address the issue. Anyways, I replied back to customer care that I was disappointed.

I was clearing out my SPAM folder today and noticed an email that didn't look like SPAM. Turns out it was someone writing me from "Mr. Marriott's office." I feel bad about replying now, as the email is fairly old at this point. But it got me thinking. Has anyone dealt with Mr. Marriott's office before?

Working in PR, I presume "Mr. Marriott's office" is all corporate spin and that Mr. Marriott himself never sees any of the correspondence. Rather, it's aimed at making the aggrieved customer feel valued and appreciated.

Has "Mr. Marriott's office" ever resolved anything for you, besides extending a few thousand points?

Ideally, someone in "Mr. Marriott's office" tracks the complaints by subject and elite status, if any, of the customer for some monthly or quarterly report to management.