After a very unfortunate and underwhelming stay at a Marriott in Texas, the rooms division manager contacted me and asked for some details about my bad stay. I sent him a letter over two months ago, and I haven't received "boo" from the guy in the way of a response. Does anyone know where to send complaints to get, at the very least, confirmation that someone has read my feedback? I hate to *****, but I worked in the hotel industry (Four Seasons and Fairmont) for years, and I'm not used to this level of apathy. In addition, I do know that GM's generally appreciate feedback to show them where they need to focus their attention. Any help is greatly appreciated.
I have always found the Gen Mgrs to be responsive - I would write or call him or her. If you need name, email etc for GM, just call the hotel and ask for it. I have also gotten the name of the GM's boss - although on that occasion was for positive feedbck. I'm sure the Cust Svc 800 number would help with manager info, also.