Yes and no.

Yes: Over a dozen years ago I got tired of checking into hotels late at night only to find my request for a feather free room had not been taken care of despite promises. I would note the reservation, call earlier in the day, etc., but nothing. After the Chicago FI had been particularly horribly about this (The fact I am Jewish was brought up as an excuse! I'm not sure how they knew that as I don't wear tzitzit nor quote the Talmud, but somehow they brought it up.) I called Mr. Marriott's office. Someone called hotels for a week, saw it was not my fault and the policy was changed. Feather free rooms became an option and they continued to call hotels ahead of time for awhile. Once they saw the problem it was fixed.

No: Maybe nine years ago I had a billing issue with the Raleigh Crabtree FS wherein they charged me for someone else's room, gave me a fake bill, etc. My corporate accountants would not accept the fake bill and the hotel could not issue me a correct bill. Mr. Marriott's office was beyond useless. Hours and hours of phone calls got me nothing but frustration. Ultimately the accountants let me give them a letter of explanation and they waived needing documentation. This was only after they called the hotel. At the time, our company's headquarters were near the hotel. People stayed there every week. After this incident the company stopped using the hotel and we used the Embassy Suites next door or the Ren at North Hills which was actually owned by the same people but run better.

BTW, I didn't get points in either incident. Like you I want to make sure what happened is corrected and doesn't happen to me or anyone else in the future. Managers think points solve everything when often treating us like points floozies makes it worse.