I experienced a similar breakdown in customer service recently requiring me to make repeated phone calls to the hotel and leave multiple messages that were not returned, among other problems. Not the norm at Marriotts, but it does happen. So I asked for the email address of the manager, emailed him, and politely asked if he could make sure the matter was taken care of without me having to go through more rounds of attempted communication. He got right on top of it and the problem was solved and personnel were talked to about the breakdown in customer service. I was very impressed and this made up for the wasted time that I experienced. I always feel a bad experience is worth going thru if one can see some good for others will eventually come out of it.