Glenda sent a message to Arne M. Sorenson – President and Chief Executive Officer of Marriott International, Inc. – Email Address that said:
Mr. Sorenson,
First I would like to say that we have been faithful Marriott customers and time share owners for many years and also own Destination Points. We have had many wonderful vacations with the Marriott. However, I am very dissatisfied with some of the things we have encountered lately. We were in St. Thomas last October and purchased an Encore package that was sold to us on the premise that we were able to use it at the Ritz Carlton in St. Thomas. We went over the next day to see the property and were told by the manager that they never released their properties during that time frame to the Marriott. When we went into the Marriott office the next morning, they were ready for us, as I am sure they had received a call. They said they did not know that, really, they are selling something that did not exist!!! Of course we could stay at the Marriott Frenchmen's Cove. If you look at the contract it says, Ritz Carlton first and then Marriott. Leslie offered us three months prior to the one we bought along with our purchase so we could book into the Ritz Carlton. Well, I have been trying ever since to book this as far as a year out and they never have anything available at the Ritz Carlton. Our friends also purchased this package so we could get back to back weeks at the Ritz or at least one of the weeks. They were thinking of purchasing Destination Points and thought they would try this out first. They are so unhappy with the way this was handled and sold to us they said they would not buy now.
We have always praised the Marriott, but right now we are very unhappy with the way they are running things and every year require more points to take any of their trips.
Also, we have stayed in many of your hotels in our travels this year and have found some very dirty rooms. Without going into detail, pretty disgusting in one instance and they said they couldn't move us but would give us 1000 Marriott Points, which certainly does not make up for having to use a bathroom that was not cleaned, and they did not give us the points either. Just one of the instances in many.
I hope this letter will be taken seriously and that there will be some follow up to this issue.
Thank you,
Glenda
