My philosophy is always to expect that mistakes can happen. I make some occassionally in my professional field. No one is perfect. The test of a good company is what they do rectify the mistake and how this leaves the customer feeling. This is the test I apply to myself and how I expect other companies, their system and their employees to apply to themselves.

So far I have had one serious complaint at a Marriott (franchised) hotel. The franchisee (in my opinion) failed the test but the Marriott customer services people did everything to restore my confidence. This is why I continue to choose Marriott properties on my travels. Maybe the only comment is how can Marriott improve their system to improve the performance given by their franchissees?