I stayed at the Renaissance Portsmouth Waterfront Hotel in February 2016. I ran into some issues during that visit and sent a message via Marriott which was routed to the hotel. I was contacted by Darnell S, Front Office Manager. He advised me they were addressing my concern, and offered points due to the issues I ran into.
I was returning to the area in April and told Darnell that I was planning to return and was considering staying at the Renaissance again. Although it was a business trip, my wife joined me this time (due to our anniversary happening during the week I was there). Darnell was able to offer a few things, including champagne and a fruit/cheese tray which were very nice touches.
I was glad that I gave the hotel another chance, everything was great. I was actually impressed that every single employee I ran into was helpful and courteous. Overall it was a great experience that not only reflect on the hotel staff itself, but Marriott as a whole. Everyone wants a perfect stay, but I understand things happen - the fact Darnell was willing to address my concerns from my first visit and ensure my second visit went well is the type of experience that I appreciate from Marriott.