I have actualy spoken with Bethesda about this issue as well as several others - including Marriott sending a 195,000 point electronic award certificate for a 20,000 point stay and that HM property accepting and keeping it causing me to spend over an hour trying to get it fixed on the phone.

Frankly, it is all emblematic of what several collegues, as well as myself, see as a downward spiral in Marriott service over the past 6 months. I know 3 people who have moved all of their business from Marriott to either Starwood or Hilton. I myself have stayed at Hiltons during the past for the first time in years.

When I spoke with a woman in "Mr. Marriott's office," she was immediately defensive. She said that it was already straightened out so what did I expect her to do and kept asking what I wanted. I told her all I wanted was an explanation and, more importantly, to point out some deficienciess in service. I know when i ran a company, I'd want to hear such stuff especially if the person wasn't asking for compensation. She proceeded to advise me that it was "just human error" and that her investigation would just show that and nothing else.

The ball was dropped at least 3 seperate times by Marriott on this one, yet corporate really could care less to hear about it. In fact, I only called because Kathy Larsen at MR CS said she would have someone from corporate call me. When that didn't happen for several days, I figured I better do it myself. I've also noticed that you now have 10-15 minute hold times when you call MR CS, telling me that I am far from the only person with complaints or issues about Marriott and MR

Frankly, the woman in "Mr Marriott's office" said it all for me. I have at least 80 more nights to stay in hotels this year. Hilton has already made me a Diamond so I'll be working to send as many over to them as possible. Like others here, I don't have the time to follow up on Marriott's mistakes any longer. The fact is I called to let them know that they have issues and "Mr. Marriott's office," in sum, didn't care to hear it.