Problems are always going to occur. Most of the time things are fine, but when they go wrong it seems they go very wrong.I like to resolve things with the hotel if there is an issue, but that doesn't always happen. Sometimes there has been a need to call customer care. However, out of all the conversations with Marriott customer care the continued response is "we won't override the hotels".
I dont see a point in having customer service if the response is always that they side with the hotel - the guest is wrong, I know Best Western took care of things when I had an issue that wasn't resolved by the gm. I haven't had dealings with any more hotel chains to compare. I used to think that Marriott took exceptional care of their guests and rewards members, but after recent experience, I certainly don't hold that opinion.
I'm wondering how many other people have had hotel issues, called Marriott customer care, and received no resolution. Maybe it's just unique to me?