Personal reply from a Marriott G.M.
 

I stayed at a Marriott Resort in Spain. It literally made/saved a 4 1/2 week long trip from being excruciatingly long. ^ ^ I gladfully got a survey sent to me and I honestly said they were one of only 3 hotels worldwide I've ever stayed at where I felt relaxed and 'at home'....and this is from someone who hates hotels (ie, prisons). This morning I got a personal thank you from the local G.M. ^

Now on the otherhand, I posted about the Crown Dump in Antwerp being just that, a dump, and having charged me $74 USD for having to use their phone for dialup internet as they have ZERO internet and then double charging me the 25k points I used for one night. :mad: :td: I got the 25k they double charged me and then reimbursed me 25k since I was so disappointed. I'm satisfied that I got this stay got resolved but I'm still fed up with the variability in quality of the Intercontinental hotels so I'm actively going out of my way to avoid them.

Which one?

Send me a private message. I'd rather remain anonymous due to my complaints about the Crown Dump and Air Canada.

Always a nice touch
 

When I checked out of the Key Bridge Marriott, I left a brief hand-written note directed to the GM thanking them for a several moments of good service over a long trip when I needed a lot of accommodations -- nothing major, just many little things like storing food for me in their refrigerator, bringing me extra bath robes, etc. A couple of weeks later I got a note from the GM mailed to my home thanking me for my patronage and for the compliment. Nice.

I don't think it's a coincidence that the properties that get all the little things right to make stays especially pleasant are also the ones who have GMs who take the time to acknowledge guest feedback.