Without knowing what were the issues raised it’s difficult to say if there was anything CS could do. Marriott can only enforce the loyalty program’s rules and that brand’s operational standards—and even then, only those that are clearly enforceable and not dependant on the property’s subjective assessment. Apart from that, Marriott may only suggest a resolution regarding a dispute with a guest, which the property may or may not accept, without any consequences. In those instances, depending on jurisdiction, guests may find better outcomes with local governments, tourist boards, bbb’s, etc. People tend to think Marriott has some sort of authority over the hotels, but it hasn’t: it doesn’t own the real estate nor the business venture operating the hotel and very frequently it doesn’t even manage the hotel on behalf of its owner. Marriott licenses its brands and management and booking solutions to third-party companies that operate independently from it under a few loose guidelines.