Send a nicely written and polite letter to Mr. Marriott at the address listed earlier explaining what all happened and how you think the outcome is unacceptable.
I had an issue last year regarding service at a hotel and wrote not even asking nor expecting anything... it took a few weeks, but I got a call from their cust service rep and talked with them for a while and they offered what I believe was ample compensation for my issues.

Thanks for the edit to include the name. That's the right call. I hope that somebody at Marriott sees the light, and resolves the problem to your satisfaction.

If you don't receive ample compensation, let them you will be taking your 200-nights per year to Hilton or Starwood.

Hey emanon256- thank you for your post- does not sound like a rant. I am very surprised you have had this experience at this particular hotel- I have also stayed there however fortunately had an excellent experience- also some friends of mine actually bought a timeshare there, and they are very demanding clients (i.e. it is difficult usually for Aman to keep them happy)- so this is not standard.
I do suggest as others have that you write to Mr. Marriott with a clear letter of what happened, what you did about it, what has transpired, and what you would like. The one thing to be sure of is not to exaggerate your complaint, and I don't suggest using phrases like (never stay at a Marriott again) as they don't really address the problem- and a major hotel executive does know already that upset guests may move to competing properties.
Please also let everyone here know how it works out- and hopefully to your complete satisfaction!

Saying "I'll never stay at Marriott again" in a huff at the front desk of a property because they didn't include an extra towel in your room is a joke.

Writing an articulate letter to headquarters with a concern, a history of high-revenue (200+ nights a year) over a period of years, a proposed solution to rectify the concern, and a gentle reminder that unresolved concerns may result in a re-appropriation of hotel stays among competing chains is a very valid way to get attention. The key is to have a reasonable solution (not a demand for 30 free nights) and a history of business with the hotel chain.

This approach is even more valid with today's economic climate - loyalty is a two way street, and a happy loyal current customer is much cheaper to keep than trying to acquire a new one.

This is beyond outrageous!
You need to send a printout of this letter to Marriott HQ pronto.
Please keep us informed as to their response.
Perhaps you need to start looking at another chain.SPG has treated me like a king on award stays.

What the OP experienced goes far beyond an extra towel not being placed in a room.

While I agree with some points made in your post above the manner in which it was written comes of as very condescending to those of us that do not spend200+ nights a year with one chain.

That's not my intention, the OP said that he spends 200+ nights a year in a Marriott hotel, which would likely qualify him as a high-revenue customer. I spend about 85 in Marriott and another 35 in Hilton, thus I probably wouldn't be near as high a priority for a customer retention as the OP if we had identical issues.

In my travels I've heard so many threats to take business elsewhere due to what I consider petty complaints (the towel situation above). Marriott knows that a Platinum won't bolt for Hilton due to one issue of a bad towel, but may for a severe or repeated issue.

Wow. I'm EXTREMELY interested in hearing the outcome of this. Just to HEAR a story like this makes me uneasy. I certainly hope Marriott does the right thing here. Please keep us posted!!!
:(

While I generally do not post on this forum, the Spa treatment demanded a comment.

If you pay for 90 minutes and they hustle you out after 55 minutes - that would have made me furious - but to do it and say they were going to keep all your money - well that is fraudulent, period! They must have known or been planning to rip you off. IMO, it is the same as if they took some extra money out of your wallet.

But the real reason I had to comment was the part where Marriott Customer Service actually told you that the next time you were at this spa, where you had this awful experience, they would extend your time. Now that is really ridiculous.

As a person who only spends a few nights a year at Marriotts (more at Hilton and SPG), I read this and conclude that if they cannot make things right for a 200+ nights a year customer, then my chances of ever getting any problems fixed by Marriott customer service are virtually nil.

Not quite a ringing endorsement to get someone like myself to stay at Marriott.

I'm not sure if I would take this case as the primary and only example of customer service at Marriott. I have run into difficulties in the past (none as bad as the OP) and have had all of my issues resolved to my satisfaction.

OTOH, I have had to dealt with Hilton's customer service for an award stay for someone else, and I was quite aggravated with the level of incompetence of some of Hilton's customer service reps. I was a silver member at that time, and I could not believe that I had to talk every step through to the customer service rep. It seemed like they had no idea what their own internal rules were.

I'm torn about this. There is no disputing that your situation REALLY sucks. And I think the right thing for Marriott to do would be to just pick up the bill for it.

That being said... 25,000 points + 20% off one of your meals - to me, that's really not the worst deal in the world.

No, it's not the worst deal, but that misses the point, IMO.

The OP has all the points he can use, and he shovels a lot of revenue Marriott's way. Any half-way decent CSR could find that information out in seconds, so they'd know what sort of customer they were dealing with.

What the OP justifiably wants is satisfaction - being made to feel that someone is listening to his problem and is making a genuine effort to make it right.

A sincere apology and an offer to shower him with points and other comps (whose maginal cost to Marrioitt would be trivial compared with the revenue at stake) would have gone a long way to 'gruntling' him, it seems to me, since he doesn't strike me at all as some sort of high maintenance drama queen.

Stating that (in effect) the customer is always wrong, as quoted in the email, would very much harden my stance were I in the OP's shoes. Man! Talk about needing a refresher course in customer relations....

hmmmmmm...... two weeks later and....
 

no update. :confused: