I disagree with this statement, there are quite a few Marriott staff, albeit ex Starwood people who try and help and are amazing, my Ambassador for a start but the issue is they get no backing from Marriott Corporate so are essentially given an inmpossible task. Keep customers happy but have no power or ability to do so.

At the same time Marriott is woefully understaffed and I even have emails from Marriott Corporate Liason telling me so and for this reason they cannot give the service they should be able to and this is to someone with 150(ish) nights a year and hits the Ambassador spend long before I hit the 100 night threshold etc etc so I can only imagine what it must be like for people without a great Ambassador or lower status.

The issue is not that there aren't Marriott staff who are trying to help its that Marriott Corporate culture is such that these people are not able to help and when they ask higher up they get ignored, hence they end up leaving. No idea if thats whats happened here with William but I know for sure its happened with a lot of very good ex Starwood people and the reasons are pretty much always the same!

Marriott see the client as the hotel owners, we the guests are simply there to be exploited. I can see from a short to medium term why it makes sense to Marriott to do this, I personally now only stay at properties that have management who clearly have values very different to Marriott Corporate or alternativly look at options outside Marriott when that cannot be achieved.