I'd be happy if the hotel would actually read the reservation they are processing and provide the room and ammenities advertised. There's nothing worse IMO than a customer having to remind a vendor of what is in front of them in black and white.

If the hotel is in an English-speaking country, hire only customer-facing personel with fluent English speaking and reading/writing skills. I'm not an interpreter/translator.

Empower elite customer service to handle all CS-related items on one phone call where the elite CSR stays with the customer throughout the process. I recently had to spend over an hour on the phone with 3 different departments (rewards, reservations and CS) to get one lousy package cert extended and matched to a hotel reservation where the hotel had "crept". IMO, one call and one CSR could've done everything. It's not rocket science.

Though insolent behavior knows no age, I particularly see it in the too many gifts, too much insurance, airbag owning younger generation which has too much "self-esteem". Humility training should be imperative. If not well-received, exit interview is next. There have been a few where I seriously considered some jail time to readjust their priorities. Just speaking plainly here as a blue-collar business owner.

Lastly, consistency. Unlike many posters here, the main reason I've left Marriott is lack of consistency. I came to them a decade ago because of their strong consistent product but have seen it deteriorate. Interestingly, most of my issues have obtained since the hotel business has recovered post-9/11. Perhaps Marriott needs a refresher course in the lean times, which are just around the corner, IMO.

Good luck, welcome to FT and thanks for listening.

Pat