Customer service help with break-in?

Blog Post created by rice099 on Apr 2, 2018

Can anyone offer a suggestion on how to escalate a problem to someone in Customer Service with the authority to handle it?


We had a situation at a full service Marriott property where 5 vehicles (including my wife’s) were broken into and a brand new expensive laptop was stolen. This property has no security cameras, no signage, no fence, and no apparent outside security. The insurance company (they are self insured) reports no one from the property will return their call or provide them the information they need to process the claim. When I called customer service (3rd time), the rep put me on hold while she contacted the property. 10 minutes later she came back and told me they weren’t answering the phone.  I am not making this up. Any suggestions?