Susan sent a message to Arne M. Sorenson – President and Chief Executive Officer of Marriott International, Inc. – Email Address that said:
Dear Mr Sorenson,
As I drove past the Super 8 motel on the way to your Courtyard in Portland, Oregon, I commented to my husband on how fortunate we were to be able to afford the quality of your properties. So you can imagine my dismay on entering our room to find a bathroom that was so small you could hardly close the door, a bathroom sink that is located out in the entryway and one very uncomfortable lounge chair without a foot rest, in a room that could easily hold a second chair or even a sofa. I did call the front desk to ask if maybe a chair had been removed from the room but was assured that each room only had one lounge chair.
As a former business traveler I understand your model is probably designed around a single individual per room who will not be spending much time in the room, but that is not our case. We are a retired couple, enjoy traveling and have been loyal Marriot customers, based on my business travel. Before booking I explored some airbbs but made the decision to stick with a brand I trusted. Today, I'm disappointed that I didn't leave my comfort zone and try an alternative property.
I'm writing this letter because I want to believe that Marriott is still the first class company that I've experienced in past stays and hope you would welcome this feedback. I am NOT asking for anything, just providing feedback. The staff at the hotel has been very courteous.
Best regards,
Susan
