Wait time for apology from a GM before escalation?
 

I sent a letter of complaint over a MAJOR problem at a Ren.property to the hotels GM.
How long would you wait to here back from the GM before escalation to Marriott headquarters?

Hard to tell without knowing what the problem is.

At least two weeks. Personally, I'd give him three.

Barring the GM being out of the office, I would give him 1 week max if the problem was in fact "major". There is no excuse for the hotel to not promptly respond to the problem, espcially a REN. Just my 2 cents.....

Agreed
 

I would give them 1 week to respond to a major issue and 2-3 weeks for a minor issue. Frankly even if the GM is out of the office, I would think the issue would be addressed within these time periods. If he/she is going to be "out" for a week or more I'd think someone is going to be "filling" his or her shoes during that time.

No response from Marriott HQ-guess I can see where the bad training starts.
 

Well after waiting for three weeks for a reply from the GM of the Fort Lauderdale property to respond to my letter I enclosed a copy of this letter along with another detailing problems encountered in yet another mess of a weekend stay at the Las Vegas Renaissance.
http://www.flyertalk.com/forum/showp...1&postcount=32
I know Marriott received it as they forwarded the attachment to the GM of the Ren.FLL-who did call to apologize and explained that he had sent a response via mail that I must have missed and wanted to talk via phone to me.
No response from the Ren. LV or from Marriott corparate-what should my next step be?
Some history of my last three stays at 3 different Renaissances
http://www.flyertalk.com/forum/showp...20&postcount=1
http://www.flyertalk.com/forum/showp...20&postcount=1
http://www.flyertalk.com/forum/showp...1&postcount=32
One more screwup by Marriott and I will take my buisness elswhere.
Again I ask-why should staying at a nice hotel over the weekend be so much hassle/work?
http://www.flyertalk.com/forum/showthread.php?t=456021
(update-8/6)received a nice apology letter today from the GM of the LV Ren.with appropriate compensation for the messed up weekend.

I'm glad they finally responded and provided appropriate compensation.

I too have experienced slow responses, but ultimately I have found the responses to be appropriate.