I recently had a very bad experience before, during and now after a week long stay at a Marriott. I have never been so enraged over a problem with a hotel, certainly a Marriott where I usually have such high regard. All I want to do is speak to someone in Marriott’s management to discuss these issues and find out why they happened. I called Marriott customer service and was supposed to get a return call within 7-10 days. It's now been over a month with no call back. Emails to Marriott referencing the call contact # have for the most part been ignored. During my stay I requested to meet with the GM several times who never even contacted me. Has Marriott customer service changed? They used to be so good at responding to problems. I have always got the courtesy of a reply.
Any suggestions?

Thank you.

That is not normal, they have always took care of me. If the hotel does not respond I email Marriott and they always take care of me.

Try [email protected].

Never heard of [email protected]. Do emails sent there go to Marriott?

Thanks.

Yes. Socrates, an unofficial, but helpful, Marriott lurker, suggests this e-mail contact.

If nothing else works, I guess you could always pick up the phone and have a conversation with the GM at the problem hotel. I do realize that personal contact is so analog.

The GM refused to talk with you!?!
I had a series of problems with my last 3 stays at Renaissance properties.
One was resolve by the MOD at the LAX Ren.The other two(Las Vegas and Fort Lauderdale)required a little nudging by HQ.But I have been compensated fairly for my inconvenience in regards to these problems.
I would send hard copy of your letters with a cover letter explaining the situation to Marriott HQ in D.C. If nothing happens then email all of your coorespondence to Marriott Customer Service.If there is still no response a letter to Bill Marriotts office would be in order.

Perhaps try:

[email protected]

Hope it helps....

Thanks all.
While on property the GM would not return my messages attempting to meet with him in person so I'm giving up that one. Also, many problems relate to Marriott reservations and the handling of this entire situation which are beyond the scope of the GM. I'll try writing a letter to HQ.
Thank you again.

Similar experience here.

I wrote to them over 6 weeks ago about some problems I had at a Marriott property and I have not heard a word from them. I don’t know what’s going on with them, but something has changed. I did not even receive a letter from them acknowledging that they received my letter. I know that they did, because they did credit my account with my missing points. My assumption is that what happened on my experience is now ok with Marriott. I have cut back on my stays by switching over to Hilton and Starwood. There are times that I need the residence inn, but other than that, I am on to Hilton or Starwood.