I adore Marrott facilities. Having said that I recently had a less than perfect experience at one of their facilities. I sent a note to Marriott explaining my thoughts and concerns. I recieved a notice that an extra 3,000 pts had been awarded to me but I never received notice that my concerns had been heard, dealt with, passed on or anything.
Marriott: As a business traveler I want to be heard. I want a worry free stay with things to work as expected. I'm not interested in free points. I'll get those with stays. A few thousand points does not cover bad customer care.
And while I am at it, who puts all kinds of font and spacing controls but does not include a simple spell checker on their posting forum??
I am guilty of not using the built-in spell checker on these posts but there is one that you need to access with a right click of the mouse. Yes, it should be by default.
To whom did you write? Was it firstname.lastname@example.org or the hotel itself? If not customer care send them a note--normally they will contact the property and attempt to have the property resolve the issue.
Good luck and let us know if you're more successful.