As there may be legal issues involved in the future, I do not want to state which property this was. I do know that it was a franchisee and not corporately owned. Prior to posting here, I had been in contact with the GM who was fairly unsympathetic and not helpful regarding the tangible issues I was requesting help on.
To be clear, this was not a typical service recovery incident – it was more serious than even being walked to a different property or being overcharged. So my recommendations below only address someone who is experiencing extreme situation for which they need corporate to get involved. I had great success emailing both Shannon Patterson, SVP of Customer Care, and the CEO himself Arne Sorensen. Email complaint sent to either of these individuals are handled by an executive assistant of long-standing who is able to address my concerns quickly and responded to me in a very timely and very understanding matter.Their protocol is to refer any communication to these two executives to the GM of the property in question, and as a result of this the GM did get back to me with a much more reasonable response.

again I wasn’t looking for any kind of refund or service recovery – the situation was so egregious that I felt it necessary to involve corporate at the highest level to address the potential legal concerns. I will say it had to do entirely with safety at the hotel and in the room itself.Thanks to all who responded – I don’t stay at Marriott a whole lot, but my few excursions prior to this one of been very positive. I am now extremely impressed with the corporate response to a serious issue and feel reassured that any future concerns will be addressed appropriately. I hope this isn’t an invitation for folks to contact the CEOs office if they’re missing 1000 points or something, but I realize I have no control over that situation. I hope people accept it for what it is - an avenue of assistance when there’s a really serious problem going on.