How do you escalate a complaint beyond customer service and the property? Dealing with Marriott Sugar Land Town Square is beyond frustrating. I have called the property 3 times and was basically called a liar by the front desk staff, was transferred to a 'supervisor' and have left 2 voicemails, opened 2 cases with customer service. All to no avail.
I see you just joined Insiders as a Silver Bonvoy member. Welcome to Insiders! You can "search" insiders for the term "complaint escalation" and should be given plenty of options and POCs in all the threads that pop up. Just click on the Magnifying glass icon at the top right corner of this webpage and click on it. Enter the search term and you'll see all the threads with how those that joined before you and how they resolved this question. You might also try writing to Marriott corporate for some assistance (Marriott.Com website has "Contact" mailing address). No real shortcuts here on Insiders to complaint escalation as we're all travelers just like you; but, you could ask the communitymanagers for assistance by Direct Message to them (Click on the Pencil icon at the top right corner and select "message" from the drop down menu. They may or may not be able to assist you but could point you in the right direction for further assistance. Best of luck. And Again Welcome to Insiders. Cheers!