I'm assuming it is a fs hotel. You can send a letter, call or email to the gm or exec office. You can go to marriott.com and email guest relations. A lot of small problems equal a problem! If you stay at the same property a lot you may want to try to introduce yourself to key staff. Most of us are always available to meet with our guests.
Originally Posted by
dcpatti
Welcome to GM and thanks for offering to feild questions. Here's mine:
What's the best way to escalate a problem with a particular property that the property isn't handling to my satisfaction? I spend about 20 nights/year in this particular property and I have the same problems on every visit. They're minor problems, but there's a lot of them. I've spoken with desk staff (and it's been the same desk staff for over a year) and bar manager (because one of the issues is with bar service). I've emailed and completed the electronic customer surveys that are sent around. I usually get some form of response, and I'm not looking for compensation (and I haven't gotten any, either). What I want is for the problems to be fixed. The staff at this hotel isn't listening. So how do I take it to the next level? I've seen a couple of different high-level-management addresses posted here--- is that really the best way for me to get some attention, or is there a better way to escalate?
FWIW these really are little problems-- housekeeping never replenishes toiletries; bartenders never offer a glass with the beer; lipstick on water glasses in the room; little stuff like that. But I run into about 12 little things on each visit and probably 7 or 8 of those little things are the same little things each trip. Since there's really nowhere else to stay in this area, I can't take my business elsewhere, and I would really like them to fix these problems.