Response from the East Lansing Marriott Hotel

OCTOBER 18, 2001 ANN ARBOR, MI

The Marriott received and reviewed my 10/7/01 article titled "Memo to the East Lansing Marriott".  You can read this article by clicking here.  In it I summarized a few of the things that went wrong while were stayed there for our wedding. 

The general manager at the East Lansing Marriott responded on Monday.  Here is what he wrote:

Mr. Dooley, 

A copy of your October 10, 2001 email to Marriott Guest Relations was forwarded to me so that I be made aware of your concerns and so that I may respond. After reading the details of your experience at the East Lansing Marriott during the weekend of your wedding, I am disappointed that we failed to deliver on your very simple requests. I understand how frustrated you and your bride must have been. I apologize for causing you both any additional stress. 

I do appreciate your taking the time to share your concerns with us. Although I wish that we could have done a better job for you, I value feedback like yours. I assure you that we will use it to improve. 

As a gesture of appreciation for your patience with us, I have requested a credit to your credit card for one night from our accounting office and have issued a request for 5,000 additonal [sic] points to your Marriott Rewards account. These transactions should be reflected in your accounts within the next two weeks.

I wrote back that I appreciated this thoughtful response and thanked him for hearing my feedback.  Case closed.

As an aside, apparently the people at Marriott are big fans of this site.  The flaw gd.com hit report noted someone from Marriott perusing some of the other items on these pages.  Hmm.