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How to escalate a complaint?

Question asked by cmaheux on Nov 26, 2017
Latest reply on Nov 27, 2017 by communitymanagers


I'd like to know how to escalate a complaint. I have tried to explain my issue with the online rewards email address but have received confusing, misleading and irrelevant details. Moreover, the emails do not address my concerns or even seem to understand my issue, which is the hotel's fault and not my own. I am currently a gold member with Marriott. How do I escalate my complaint within the chain because it should get resolved by Marriott instead of needing to file a formal complaint with an international hotel association or with the country's better business bureau.