Originally Posted by GeorgeBurdell

I need help to resolve an ongoing problem with the W Hotel in Buckhead (Atlanta). I've got a charge for a cancelled reservation that I've been trying to resolve and get a refund for over 2 months. I've called the hotel multiple times, called Bonvoy Titanium line and even spoke to the hotel's guest relations manager. Everybody makes big promises about getting this reversed but nobody does anything.

Is there a customer advocate or similar escalation contact at Marriott that someone knows who can intercede on my behalf with the property. In 26 years of being a Marriott elite, I've not had to deal with anything like this. Any advice would be appreciated.