Dear DL-Don,

As a Platinum Elite member of the Marriott Rewards program, we value your business as well as your opinion. We've noticed you've not stayed with us in recent months as often as you had in the past. If there is anything we can do to better meet your needs, or if there is a reason you're staying with us less than you had in the past please reply to this email to let us know. If you prefer to call instead feel free to do so at your convenience by dialing 1-800-442-9929. We hope to hear from you soon. Thank You

xxxxx xxxxx
Marriott Rewards
Elite Loyalty
Special Services
310 Bearcat Drive
Salt Lake City, UT 84115)

For many, many years, I have been a loyal Marriott Customers. Lately, I don't believe my loyalty or the loyalty of other customers like me has been appropriately considered by Marriott and has, in fact, been taken for granted.

Especially during an economic down turn, most companies recognize that keeping an existing customer is much less expensive than gaining a new one. Lately, I have experienced considerable cutbacks in the services received from Marriott while those who simply stay at the cheapest hotels have actually seen more for their money from Marriott. I have experienced:

- continuous difficulty getting my selected newspaper delivered without MULTIPLE calls to the front desk because of your recent changes to your newspaper policies
- massive reductions in the types and quality of breakfast foods available in the concierge lounges in the mornings
- movement to mass-produced, store-bought evening hors devours as well as the loss of cheeses and/or vegetable trays
- total absence of Gold/Platinum special evening events formerly hosted by the property manager or even a regional manager
- total removal or, in some cases downsizing, of bottles of water in the lounges and in the concierge-level rooms
- loss of mouthwash, sewing kits, etc. in the concierge-level rooms
- reduced hours (e.g., no Sunday evening hours) of the concierge lounges

It is my opinion, YOU (the Marriott management) thought you could cut all these things and no one would notice. Well, you're wrong!! The result of that incorrect assumption is that I am moving more of my stays to other brands (e.g., Intercontinental, Hyatt, etc.). You have clearly demonstrated that you ASSUME your best customers, like me, will continue to be loyal despite these giant take-aways. Again, you're wrong!! Rather than staying many more nights at Marriott properties than I need to maintain my status, I will now have the opportunity to have elite status with multiple brands.

I assumed once the economy improved after 9/11/2001, you would eventually restore the cutbacks you made then. You didn't. I won't make that same mistake about the cutbacks you have made this time.

Sadly, if you want my loyalty back, you're going to have to re-earn it and I've seen nothing to indicate you intend to.

Mr DL-Don,

Thank you for taking the time to discuss why you've stayed less often recently. Feedback from members like yourself helps Marriott determine where improvement may be needed.

Sorry to hear about your dissatisfaction with the amenities at some of our hotel properties. Unfortunately, we have no control over what the hotels decide to offer. However, your concerns will be reviewed. You appear to have quite a few points already at almost xxxxx. Thusly, we cannot be certain you would appreciate any additional points for compensation. However, please let us know if this will be an acceptable form of incentive.

As a Platinum Elite member of Marriott Rewards, you are one of our most valued guests. We realize that your travel needs change and trust you know that Marriott will always be here to provide you with a variety of hotel options. We hope Marriott remains your future hotel of choice.


xxxxx xxxxx
Marriott Rewards
Elite Loyalty
Special Services
310 Bearcat Drive
Salt Lake City, UT 84115