I had a meeting re-scheduled on me by my customer at the last minute. So I had to book a room at the Springhill Suites Mystic Waterford 90 miles away so I could make an early morning meeting as well as keep to webex conference calls scheduled. I booked a room at another Marriott property and attempted to cancel the reservation (outside of the allowable 24 hour cancellation Policy). My request was declined online, over the phone and in person by the General Manager.
I understand policy, however, the Springhill General Manager promptly canceled my reservation with no issues (even though I had booked it inside the 24 hour cancellation window as well). That general manager of even told me that if I was able to get the original reservation cancelled he would re-open my reservation so that I could stay at the hotel I really needed to. He could have easily quoted "Policy" and collected my room fee, but he didn't. He provided me the level of customer service that one would expect from a Marriott property.
The room was fine but the Customer service was the worst I've ever received at such a respected Hotel Chain. I certainly will never stay here again.