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Thread: What’s Marriott Customer Service team’s role?
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Old Mar 10, 2019 | 10:31 am
  #17  
cmatthews11
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Join Date: May 2017
Location: Pittsburgh, PA
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Originally Posted by 3Cforme
You do. It appears you don't understand franchising. Your contract is with the property, not Marriott. Marriott can enforce Bonvoy program requirements (welcome gifts, for example) but the broad hospitality deliverables are the responsibility of the property. If you have an issue get it resolved before departing the property.
What's the point in being so condescending?

Marriott is the brand, the product and should be the customer service. Just like every other merchant/retailer/chain in this world that also offers up franchising rights. If they want to put the onus on the hotel to resolve things after-the-fact, that's fine, but they should be responsible for confirming resolution.

There's no reason to say that all issues should be resolved before you leave.
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