Originally Posted by writerguyfl

Hotel groups like Marriott use proprietary software for complaints and compliments. The software ensures nothing gets lost or ignored in an email or voicemail in-box. It also creates a "paper trail" for every issue.

Regardless of whether the compliant is made by calling Central Reservations, using the website form, or reaching out to the Office of the CEO, the process is the same. The compliant will get created in the software and sent to the appropriate entity for resolution.

If a complaint is about a hotel, it will get directed to the hotel. They have a set time to respond (usually 72 hours).

In a previous job, I was responsible for monitoring the complaint/compliment software at a hotel. (This wasn't a Marriott brand, but I firmly believe all hotel groups handle this procedure in a like manner.) In nearly all cases, what the hotel decides will be the final decision. The only exceptions would be in cases where the hotel is clearly violating policies. And by clear, I mean the guest has some sort of proof. In a "guest says this happened; hotel says this happened" situation, the hotel will be believed (unless multiple guests have made similar complaints before).

Certainly, it's conceivable that someone in the CEO's office will decide a certain compliant is worthy of further investigation outside the usual complaint system. But that would be a longshot. If it's not a life safety issue (literally a matter of live and death) or something so egregious it would create national news stories, trying to complain via the CEO's office isn't going to change the outcome.

That's my semi-insider take.