I recently stayed at a Marriott in CT and had the most terrible stay. The people at the front desk were hopeless, so I submitted a complaint letter to Marriott after arriving home. After about a week passed, I received a form letter from the customer service folks at Headquarters. They PROMISED me a personal reply from the Hotel Manager, or regional VP, in 3-5 business days. Well two weeks has passed since the orginal letter and there has been no personal response.

Is this to be expected?