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How to escalate a complaint to upper management?

Question asked by jinquanwang on Jan 14, 2018
Latest reply on Nov 27, 2018 by marielohcs


I'd like to know how to escalate a complaint. I have the case 15639241. I have tried to explain my issue with the online customer care but haven't got any satisfactory reply. They just told me they had forwarded the issue to the hotel. But 2 weeks passed i didn't get any feedback from the hotel. Moreover, they 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 platinum member with Marriott. But i couldn't believe how poor and unprofessional the service even for the platinum member is.

How do I escalate my complaint within the chain?