As others have said, this is very unusual for J.W. Marriott properties, not least because more J.W. Marriott properties are managed by Marriott than are managed by third-party franchisees or their contracted management company. This is especially true internationally. Normally, Marriott-managed properties, across all of Marriott's brands, are excellent.

Regardless of whether it's a franchisee or a Marriott-managed property, hotels typically throw points at guests to make them go away. Properties generally prefer to resolve it themselves so corporate doesn't become involved. I would presume that's because corporate keeps track of complaints against properties, particularly franchisees.

Have you escalated to a supervisor at corporate Marriott? They're normally good about responding. Often within 48-72 hours, though lately Marriott has taken long to respond, just like the problems with getting someone on the telephone.

<[email protected]>

Of course, there's also a public Twitter complaint.