The claim is also simply untrue. IME the overwhelming majority of staff at Marriott hotels want to be helpful and provide a positive guest experience. The occasional instances of indifferent service are very much the exception, not the rule.

Sometimes it's for the best if we as customers help by letting staff know exactly what they have to do to make things right. For example, if the door to your room won't lock, politely insist that they give you a new room, right now.