After spending about $2k for a week at the Waikiki Marriott I wrote a letter describing what I thought was rather substandard service, among other things, the concierge desk was closed more often than it was open (but the timeshare barkers were always at their stations!) and the service was rude when provided.

I received a letter back from the resident manager with a lukewarm apology and 10K points.

My question regards the 10K points; this seems like very little to the point of almost being insulting. In fact, a nice letter and no points would have seemed more meaningful. I've never written a letter to Marriott before so I'm curious, is this SOP for Marriott? Are they really that cheap?