Mr. Marriott,
I just wanted to pass on what a great job Ms. Jessica Mitchell,general manager Fairfield Inn, Baton Rouge south,is doing.
I had an issue that she resolved immediately . This is a kind of customer service that will keep me coming back to the Marriott.
Sincerely

Mr. Marriott:
I ran across this blog and found my story about being tipped outside a NYC hotel while I was a naval officer (12-13-07).

Several months ago my 15 year old grandson and I stayed in a Marriott facility in Savannah. We needed to find an address, and your manager too extra time (I do not have electronic gadgets in my car) to draw out a map, and, because she was familiar with the area we wanted, was most helpful. I introduced her to my grandson and told him that it was because of people like her that your facilities have the great reputation that they do. As we said in the Navy: Bravo Zulu!

Homer Hirt, LCDR, USNR (RETIRED)

mr.Bill During this time last year I stayed at your hotel in anaheim across from the hilton w/ my godparents and your employee are very congenial and attentive towards their guest and one person in particular that caught our attention and stood out amongst the rest william bryan he was very knowledgible, nice, and had very good dequorum over the phone ( we were transfered to him by accident) he was very cool and composed.
luv marriott.

I recently stayed at your anaheim marriott convention with my wife and we where going to a meeting planner and there was a gentleman by the name of william ***** who helped us and it was not his job he looked very busy also he deviated from his position and made sure we were very much taken care of. The point is people like myself keep coming back because of people like him and he deserves some type of recognition or reward for his valuable efforts and diligents for making us happy and willingness to be longtime lodgers of your Marriott chains.

Dear Bill, I want to commend your front office manager at the Marriott Teaneck Glenpointe, Mr Victor ****, for fine tuning all of our needs over our recent holiday visit. We had a family reunion and required three rooms for several nights beginning December 23rd, 2007. Victor wanted to ensure that our family reunion and certainly our stay was hassel free and that we felt comfortable at the Glenpointe. He certainly accomplished this goal!!! We have always felt that Marriott provides extensive training in the area of customer service which is why we are vacation club owners. Keep up the good work!! Our goal is to stay at Marriotts around the world. Many thanks. Margery

I count myself as a fortunate Marriott customer because I was for many years a meeting planner and had a chance to experience Marriotts culture first hand with trips to Marriott Corporate Master's programs, meeting Bill Tiefel (sp?) and the countless pre-con meetings with Marriott staff and management. I've stayed in hundreds of hotels over the years and Marriott hotels continue offer a consistant and pleasurable experience. The standard has been set and few hotels have achieved the level of excellence that continues to be remarkable for this industry and something I try not to take for granted. My recent trip to Lt. Louis and the Marriot Courtyard by the airport was a typical example. I usually pretty road weary by the time I check in but I can always count on a pleasant greeting from the front desk staff. The group in St. Louis did not dissapoint me.
Thank you for making my travel experience a little less stressful with a touch a family friendliness.

Dear Bill, Great Service can always be found at the Trumbull Marriott. Here is recent letter I sent to the Assistant General Manager Bonnie: Good Afternoon Bonnie:
A quick note to thank you and your staff for an enjoyable visit to the Trumbull Marriott this past weekend. Upon arrival to the moment we checked out our expectations and service needs were attended to the staff in a professional manner. I want to take a moment to recognize four individuals in particular that made a real impression on my family:
· Connie the breakfast Chef at the omelet station; when she learned it was my daughter's birthday she prepared a special waffle and encouraged the staff to sing to Isabella as they presented her the special treat.
· Herbert the front bellman who noticed me struggling with the birthday presents after my daughter's party and quickly gave a helping hand to bring them up to our room.
· Christina, our waitress at breakfast whom was courtesy, friendly and attentive.
· Tina our hostess in the concierge lounge. She remembered us form past visits and made us feel very welcomed during our stay.
I hope you will have the opportunity to recognize these individuals for their dedication and service at your next staff meeting.
We look forward to our next visit on December 26rth, and would like to extend Holiday Wishes to the Management and Staff of the Trumbull Marriott.
I have been a loyal Marriott Rewards customer for over 10 years and a guest of the properties since my honeymoon in in Maui 21 years ago. A request or suggestion for Customer Service, I wish you would make the concerige lounges available on weekends...Often a business trip may require a weekend stay and it would be nice to have that service available. Just a thought for future consideration.

I am paying $1600 FOR 4 NIGHTS In New York, am I really expected to tip a further 15 to 20%?
In most cases you don't even get a breakfast for your money.
However I still like the Marriott hotels.

Great service? Two weeks ago I checked into the Renaissance Chancery Court in London. I asked Mr. ***** at the Front Desk, "do you think it's possible to give me the same room I had last time? I can't remember the room number though. Can you look it up?" Mr. ***** - without hesitation replied, " no problem Mrs. Greene. I believe you were in Room ###." Mr. ***** didn't need to look it up. He remembers because he cares about the Customer. This is why I love Marriott and the Marriott people! How do you tip for that?

Dear Bill,
I did write to Marriott, but I don't know if you saw my e-mail. The whole story is here.
Ben Pearlman
I have been a member of your rewards program almost since the day you started it . I have always been impressed by the way Marriott people show total respect and assistance to their guests.
I want to commend Begona ******, Guest Relations Manager at the Barcelona Renaissance, for the outstanding way my request was taken care of.
We were scheduled to arrive at the hotel on Nov. 28. Due to my wife taking ill, we canceled our reservation. I had made plans to meet a guide in Barcelona on Nov. 29. I tried to reach her by phone (I had no e-mail address for her) but all I got was a recording, in Spanish. I assumed it might be "leave a message" but I wasn't sure. I contacted Begona, asking for help. Wow! did I ever get help. Within less that 15 minutes I received an answer that the guide had been reached and my message was delivered.
Wonderful!
----- Original Message -----
From: Begoña ****** - MOD
To: 'Ben Pearlman'
Sent: Wednesday, November 28, 2007 7:49 AM
Subject: Renaissance Barcelona Airport Hotel
Dear Mr. Pearlman,
I just call Nancy, she gets your message, and she will contact you, probable today.
I explained the problem, and she knows it.
I hope your wife get well soon,
We will be waiting your visit to delight you as soon as possible!!
If you need something else, please, contact me again.
Yours sincerely;
Begoña ****** Guest Relations & Manager on Duty
Renaissance Barcelona Airport Hotel
******************************************
Plaça Volateria, 3
Parc de Negocis Mas Blau I
08820 El Prat de Llobregat (Barcelona)
SPAIN
Tel. 933 783 200
Fax. 933 789 800
www.barcelonarenaissanceairport.com
--------------------------------------------------------------------------------
De: Ben Pearlman [mailto:gotchaben@cox.net]
Enviado el: miércoles, 28 de noviembre de 2007 16:14
Para: Begoña ****** - MOD
Asunto: Re: Renaissance Barcelona Airport Hotel
Importancia: Alta
Dear Begona,
May I ask you to do me a favor?
By now you probably know that we have cancelled our reservation. My wife is ill and we were forced to cancel our entire trip, which included a 17 day cruise beginning on Dec. 3rd.
We had arrangements to meet a guide, in Barcelona, on the 29th at 10:30AM, for a tour that day. I had sent an e-mail, to her employer, on Nov. 23, but he is on holiday until Dec. 3, and I got an "out of office" reply. I tried phoning the guide (Nancy), but I only got a recorded answer, in Spanish. I am not sure if it was a "leave a message" answer. I also phoned her employer, with the same results. I took a chance and I left messages on both phones but I have no idea as to whether they will get them. Therefore, I need your help. We do not want her going to the meeting place and then wondering where we are. This would be very unfair. Would you please phone her this afternoon and explain why we will not meet her? Her Cell Phone number is 629-917-624. If you cannot reach her today, we are sure you can reach her tomorrow morning, before she leaves home.
We really do need your assistance. Please e-mail me to tell me if you are successful.
With deepest appreciation,
Ben Pearlman

Dear Mr. marriott:
This past weekend I stayed at the Courtyard Cincinnati North at Union Centre. The reason for my stay was not a pleasant one, but my spirits brightened immediately upon walking through the door. The reception was not just a friendly one, but genuine warm and inviting one. Everyone one of the associates I met during my stay gave the same impression. A trully marvelous experience. Your staff, management, and you should be extremely proud.

Tipping should be some recognition of service employees when they perform extraordinary service. Unfortunately it has been part of the expected compensation that employees have, and that employers expect to use.
For example thats a reason they pay waiters such lousy salaries becuase they expect that the waiter will get tips. I would like to ask why?
I have been in restaurants where the service was not even fair, and when my tip reflectewd the way I was served, the waiter followed me out to my car and Gave me back the tip saying I think you need this more than I do
In my opinion this is an antiquated and unfair expectation that should be ended. the employer should compensate their employee. If there is special service, perhaps a note card to the employer could be provided

Just a note from an ex-Marriott employee (many years ago in Business Planning & Development - Admin), although ex is kind of negative, have always felt at home at Marriott Hotels (currently own a timeshare). Was recently at the Marriott Copley for my nephew's wedding. Had a wonderful experience where a front desk staff person went down to room service to get me decaf tea (5am - couldn't sleep)and brought it to me in the lobby where I was reading - what a wonderful thing. AND she wouldn't accept any tip!!! I love Marriott and have stayed in them in the US and abroad - recently the Copley, Palm Desert, Breckenridge - always a pleasure.

Dear Bill,
I am very disappointed at the new policy being implemented at Residence Inn's across Marriott. I am a Gold member and a very loyal Marriott guest. The new program this eliminates the manager appetizers every night with the wine is awful. I'm not sure why this was implemented but I do not think that much feedback was sought from your loyal guests. Most of us absolutely hate it and choose to stay at Residence Inn's because of the nightly appitizers and wine. Please abolish this new policy immediately and return to normal - you're going to loose a lot of customers to other hotels if you don't.
Respectfully,
Eric H.

A few years ago we stayed at the Marriott Maui. My daughter, who was only 9 at the time, woke up early and snuck down to the pool. When I awoke, and found her gone, I panicked and ran down to the pool. I found her hanging out with the pool staff, who had quickly become her new best friends. Thoughout that week, they remebered her name and made her vacation a very memorable one. Even after we returned home, she had a special friend that sent her post cards and kind words, even a Maui cap. When we hosted the Olympics in 2002, we were very happy to send some Olympic memorobilia in kind. We hope to return to Maui in 2008, and hopefully to some friendly faces that we remember!

I do believe that Marriott has the best customer service (i.e. friendliest employees) and their employees deserve every tip they earn. My question is how come there are no Marriott employees in the Bahamas? As most international travelers know, you take your chances with most hotels abroad in terms of rooms and service. It would give me no end of comfort knowing that when I go to Nassau a staff of familiar Marriott employees & top notch Marriott rooms would be waiting for me. Well Bill?

Yes, most of us are never sure how much to tip. I was taught at grad school that TIPS = to insure proper service (on your next visit of course). Personally, when the service is poor, I do not leave a tip.
After a horrid experience in 2005, I had vowed never to stay at another Marriott.
This year I was forced to stay at the Marriott Wardman. After travelling for 18 hours I arrived at my destination. The hotel was beautiful, but I had my reservations. After some delay I was shown to my room. Imagine my dismay when I discovered that there was no place to lay out my make-up.
Next morning I complained to the Events Director. He had read the book The Spirit to Serve. He made up for the poor service in Miami and my first night at the Wardman and now I am sold on the Marriott again.
No tip could compensate Robert for what he has done for me and for the Marriott. Now I whole-heartedly recommend the Marriott to all my friend and family and colleagues.
By the way, I work in the Meeting Industry.
Desert Rose

Dear Bill, I have read your book couple of times, and I must admit that I picked up an copy from your hotel after not able to find in local market. It has really inspired me and developed my think as a customer. It is always easy to find someones faults and pin-point on them whereas these mistakes are mostly human errors and any one can do. But to realise someones small gestures done for us, most of us thing that it is merely there duty. There is no doubt about the Services of Marriott around the world. On an whole Marriott is and will always remain my 1st destination for our Stay because discomforts, problems, inconveniences can arise in any hotel but what really counts is that who is capable of handling the stituation geniunely and gives full respect to Guest. Like in Airlines, I have been always flying with Emirates, even if I have to fly couple of more hours just because I trust them of thier world class services & when it comes to Hotel stay the only thing comes in my mind is Marriott. Mr. Bill, at last I just have one request, Always keep the sunny side up of Marriott Family. Thanks & regards, S. S. Kohli. (Extended Family Member of Marriott Group.

I have been staying in Marriott hotels for the past two years. In those two years, I have been away from home 4 times for a month each time. I have been very happy with most of my stays and have encouraged family members to stay in Marriott hotels as well. One comment would be to make the rewards programs easier to maintain once a certain level is reached. I am currently a platinum member, but as the travel requirements for my job have decreased greatly, I will not be able to maintin my status. I hope that you will take into consideration those of us who would like to continue using your hotels, but will have to switch because of losing meber status and cheaper rates elsewhere.

Dear Mr.Marriott, I started staying at your hotel in Santa Monica Ca.After I was in a horrible auto accident and needed surgery.I found the service to be excellent and needs to have 10 gold stars next to it. From the bell person to the house keeper they made sure that my needs were met. I made several trips to the Hotel before and after my surgery every time I found the service to be 10 star quality the hotel made it easy for me to heal and get better.Since my surgery I have travel to Orlando Florida and stayed in another Marriott hotel the World Resort for a National Boy's And Girls Club Conference in May of this year. I sit on the Board of Directors of my local Club were I live. In the up comming year 2008 We have our National Conference in San Francisco Ca.Though it is being held at a Sherton Hotel I will be staying at a Marriott Hotel because of the excellant service that I have gotten from your hotel.I wish you and your family the very best in the comming new year and the staff at the J.W. Marriott Hotel And Spa in Santa Monica CA.

Marriott Corporation is the kindest and most generous hotel chain.My wife was in a coma at the Hershey Medical Center.Our family and friends all lived a very good distance away. The Springhill in Hershey not only provided my family with a discount but all of the extra towels and free breakfast for anyone visiting my wife. She past away last after being in the coma for 2 months, 4 days after Thanksgiving. My family and I would like to thank your hotel employees for a memory I will always have about your hotels.Have a wonderful Christmas and a Happy New Year. The Yancheski Family

Something very important crossed my mind while I was reading the complaint commentaries. Through the course of the past eleven years of my life I have had job opportunities at seven distinguished hotel chains and three local hotels, all in Jordan. All my jobs centered on the operator services while one opportunity was a night manager for two months and a half. As a telephone operator and night manager I came into contact with a huge percentage of the people that resided in the hotels. Just as good service and remarks were abundant at all hotels, complaints and service mistakes were also present. The people that run those services and hotels are human beings and to err is human. I haven't worked in a single hotel that had one hundred percent excellent service rating. It is just not available. While all hotels try to avoid mistakes form the regulations, standards and department procedures they apply, they cannot guarantee a fault free environment to anyone. A lot of mistakes get dealt with on the spot and measures are taken to avoid any repeats in the future. As a guest or businessman withdrawing businesses to other hotels doesn't mean that you will find the perfection you are looking for. If perfection was available I would have come across it by now through the course of my job shifting. Realistically speaking, the Marriott chain is the second largest hotel chain in the world with a portfolio of three thousand hotels. If it wasn't functioning at a very satisfactory level, it wouldn't have flourished this far and filled our globe.

Bill and AU,
Customer service and tipping go hand in hand. I regularly tip for meal service. Many of the complaints seem to stem from frequent travlers looking for consistency. I am also a member of that group. In my visits to the DC area in the last 6 months, I stayed at a Courtyard but mostly a Marriott. I experienced consistent service with each stay in Toronto, Calgary, Denver, New Orleans, and Baton Rouge. The DC area Marriott and a Courtyard had great rooms. During some stays I would get turn down service and water and other stays not. My colleagues have experienced the same. We are all trying other hotels to compare service. I tip when I receive consistent as well as good service. I don't feel that I should ask. I hope that I do not sound like a snobby Platinum guest but I do expect amenenties for my continued stays.

There are times when the oustanding Customer Service provided by Marriott Hotels the world over totally restores one's faith in human nature.
Last week I had an emergency situation involving my 97 year old mother, and my need to visit her in Norwich, England over the Christmas Holiday. I contacted the GM at the Marriott Sprowston Manor, and despite the fact that the hotel was fully booked for Holiday Festivities, I was provided a room for five days, including Xmas and Boxing Day. Now that's what brightening one's day is all about, especially since the Marriott can take a large piece of the credit for my being able to spend my last Xmas with my dear mother. Bill, thanks for running such a great business, and please recognize those of your employees who helped make this miracle happen. You can't imagine what this means to my precious mother!

Dear Bill. I admire you and the things you have achieved. I really enjoy reading and listening to your blogs - great idea. I must say, staying at Marriott gives me a sense of staisfaction and wellbeing that cannot be replicated elesewhere. I'm from England and have stayed at various Marriott Hotels in Europe, my favourite being the Marriott County Hall, London. At the age of 22, I have yet to visit the USA and all that is has to offer but I really can't wait. My job doesn't allow me to travel as often as I would like so I have only been able to achieve Silver Elite status these past 4 years - hopefully I will be able to increase this one day soon. Anyway, just wanted to tell you what a great job I think you're doing and what a great man I think you are. Keep up the good work! Merry Christmas and Happy New Year to you and your family.