I am reading through a hotel's reviews on the bonvOY website and noticed a post from an anonymous guest in the hotel's online reviews. It was titled
“Disgusting and the staff apparently do not care.” The response from the manager included the guest's actual name in her public response. I would not be happy.
Management's response: (I have X'd out the guest's name that is on the bonvOY site)
Mr. XXXXX, I am so sorry and completely embarrassed regarding the service and issues you have experienced during your stay with us. We truly value you and loyalty to us as well as to Marriott. I have credited your Marriott Bonvoy account with 12,500 points. While I know that this cannot make up for what you have experienced with us, it is a token of our appreciation to you as our valued guest as well as a dedicated Marriott Bonvoy Member.
Kind Regards,
Manager