Syed N. Hussain sent a message to Arne Sorenson that said:
Ref: My complain _00D37JC9y._50037aOadated October 15th to Sara Tell of Marriott Customer Care HAS NOT YET BEEN RESPONDED OR RESOLVED. Our last stay at Marriott Courtyard was a disaster - we booked two adjoining rooms but the mattress in one room was broken and even though we informed the hotel management, they did nothing for my guests who had to double up in that room. I expect Marriott to reimburse me for the charges to bad room or reward me with bonus nights and or points on my Marriott Reward Card. Sara informs me via her email, that she had forwarded my complain to Senior Executives who have done NOTHING since the complain was lodged. This is very unacceptable service by a great hotel which touts its service care & reputation but cannot afford to ensure that bed and mattress are not broken before the guests arrive for perfect rest. ABSOLUTELY DISGUSTING guest relations. Kindly look into this promptly. Thanks. Syed
