As I posted recently, I just wrote a long email to the GM about a recent, disappointing stay at the Marriott Marquis in NYC. Less than a hour later the Manager, who is on travel, called his assistant, the Operations Manager at the Marquis, who then called me. Total time elapsed between email and call was less than 75 minutes. We chatted for about 30 minutes.
The results of that call were:
So, bottom line, sending an email does get results at the Marquis. We agreed that the need for training is paramount. Service is a constant not a sometime thing. Was it perfect? No, does it soften my disappointment? Not really.
I don't know..sounds like a bunch of excuses being made. At a minimum, he should have offered you some incentive to stay at the Marriott Marquis again, like maybe a suite upgrade or a meal or something on your next stay. I had a similar incident that happened at a Renaissance hotel in Florida, and the GM gave me a free night certificate good for one year (which I never did use) and told me to give them another chance and personally report back to him.. Nice Touch!!!