We recently booked a stay at the Marriott Park Lane in London for our family of three traveling with a 16yo. Unfortunately, when we arrived at 1030am(exhausted after a long international night flight) there was no room available for early check-in. The suite we had booked remained occupied by a gentleman who did not check out on time, leaving us with an extended wait for a room (several hours past regular check-in time). We, of course, were concerned that it would not come available at all, and began looking for alternate accommodations in the area. When we were finally able to view the room past 5pm, we were disappointed by the size of the rollaway bed and the size of the suite (our teen son is 6'3") and decided that the nearby apartment at another Marriott property would be a better fit for our family. Now,these unforeseen travel problems were frustrating, but could not have been better handled than by a very professional supervisor named Emily Hornby. She went out of her way during the course of the entire day to attempt to reverse the negative situation. Her very welcoming and professional demeanor went a long way to defuse our frustration. Her hospitality was unmatched by any other employee in this industry that we have encountered (and we travel quite a bit!) She opened another available room for our exhausted son to rest in during our wait, treated us to lunch and tried her very best to help us find the room to be more suitable by even offering to arrange or exchange the furniture in the room. Really, there is nothing more she could have done and we are still amazed at how above and beyond her duties she went to try to accommodate us. We actually wanted to stay because of the staff. She remained gracious when we explained our reason for moving to the other property and even assisted us to move our luggage there. I must say (although it was not our intention) we must have tried her patience that day as well. What an asset she is to your company and we do hope that she is appreciated as much by her superiors as she was by our family.

I would like to congratulate Sue ******** as a wonderful employee. She is so helpful and pleasant. She went to extra trouble to return a mirror I left in the room also. You are lucky to have such a great personality at the desk. She is truly an asset to your wonderful company.
I would like to thank you for white bed linens and no bedspreads. Amen
Courtyard Marriot Detroit Brighton, Brighton Mi 48ll4

I am happy that you seem to assist most vacation owners , etc...but why do you discriminate against military retirees? we served but are not allowed discounts, why?

This past weekend was my husband's birthday, so I wanted to surprise him with tickets to the Capitals game on Sunday. Little did I know that Virginia Beach would get hit with a winter storm that would stop travel all together. It was late Friday evening when we realized that if we didn't get into Washington, DC that evening, we were not likely to arrive at all. When I called Marriott reservations and explained our unexpected early arrival, the agent worked directly with the Washington Marriott on 22nd St. to assure a room for us, as we were arriving 24 hours early. She explained that she had spoken to Carlos, who was able not only to confirm a room for us, but at the same rate as the other evenings we had planned to stay. Upon arrival at 3:00 am, we were greeted with a friendly smile, wishes for a happy birthday for my husband, and told that our accommodations had been upgraded in hopes of helping to make it a special birthday. When we arrived in the room, there was a handwritten note beside a bag of "goodies" with a special birthday message. We felt like we had arrived in an oasis in the midst of severe weather impending. Please know that the entire weekend went like this. From Carlos taking the lead and securing spacious accommodations to the attention to detail of the omlet/waffle chef greating us each morning with a friendly smile and making sure everything was personalized to the wait staff bringing an extra box of tissues for my sniffling nose to the wine and fruit tray delivered later in the day (also thoughtfully arranged by Carlos) to the housekeeping staff in the elevator smiling and always speaking with a true sense of caring, as if they were family. My husband has commented more that once daily this weekend about how wonderfully we had been treated and just how touched he was that everyone went out of their way to make it spectacular for him. I can't thank the staff at the Washington Marriott enough. You are a "World Class" operation who delivers unparalleled customer service! We stay almost exclusively at Marriott properties, and you are our Best In Class: Award of Excellence Winner!

I returned from Residence Inn Treasure Island last night and composed this letter to J.W. "Bill" Marriott this morning. Talk about service - "I would like to commend your corporation, and in particular the Residence Inn Treasure Island, Florida, for your outstanding service to the public. I am a Marriott Platinum member, coming up on 400 nights staying at your facilities, and each and every time I have been treated as if I was part of the family and very special. I know this goes along with your theme of service to the public and you are to be commended for that. In particular, I wanted to bring to your attention Jeremy *********, General Manager of the Residence Inn Treasure Island, and his staff.

First, I found this location by searching for beach front locations in Florida and did further research as to how it was situated on the beach. One site I visited was Trip Advisor and read the reviews listed there. One visitor reported how great the hotel was and I was amazed that the manager had responded to the posting and thanked the person for the comments. His posting was followed by a Marriott employee from another hotel praising the Treasure Island manager for being so in tune with the comments of his visitors, that he actually read and responded to such postings.

Second, I met Mr. ********* at the Manager’s reception there last week. To my knowledge, it’s the first time I’ve ever met one of Marriott’s managers. There were a couple of Marriott employees behind the bar and I noticed he had a different colored shirt on and guessed he might be the manager. I asked him if he responded to comments on Trip Advisor and he immediately said, “Yep, that would be me.” He told me he reads sites like Trip Advisor because he takes great pride in his hotel and wants to know what people think of it. I then praised him and his staff and told him I was going to write a letter to corporate about him. He told me not to write about him, but to write about his staff, the front desk, housekeeping, maintenance, etc., everyone that actually made the hotel an excellent place to stay. Later that evening, Mr. ********* performed 30 to 45 minutes worth of magic tricks for the children and they were also of high professional quality, even though I know that is not one of the requirements to work at Marriott. He kept children and adults very entertained and guessing at how he performed the tricks. After the reception was over, about 8 p.m., I saw Mr. ********* wiping down the tables that had been used for the reception, getting them ready for breakfast the next morning. Amazing!!!!!!

Third, the staff is phenomenal too. They took such great pride in the hotel and it showed. My husband and I got on the elevator with a maintenance man and he very excitedly asked how we liked the hotel. We stated we loved it. He beamed and explained he had worked there for 15 years and he was very proud of it. On another occasion, two cleaning ladies we were on the elevator with asked us the same question and were genuinely excited about our response. The front desk personnel was also very helpful, personable, and genuinely interested in our responses also. The hotel was pristine and the whole staff is to be commented for their love of providing service to the traveling public!!!

Thanks for your leadership."

I just became a Marriott rewards member and just returned from a stay at the Courtyard Marriott in Montgomerville, Pa. I was so impressed by the service that I received by the Marriott employee "Beth" that I was determined to let Marriott corporation aware of how valuable an employee she is. She truly seemed to enjoy her position (front desk check-in). She was the most helpful and courteous person I have ever encountered in the service business. She truly is an asset to your corporation!

I want to let you know as a marriott elite member -I stayed at the towne place suites at san antonio airport-This was the second stay there and I have to let youknow that cleo ********** the general manager deserves an award for runing the best marriot I have ever stayed in-The staff is above board and the service as good as the ritz carlton-Any request is granted in minutes and not hours-the hotel is spotless and the entire staff makes you feel like you are at your best friends home--kudos

The Employees of Matt ****, Division Manager, of the Renaissance Hotel in Agoura Hills, California, is being honoredby his staff. His outstanding results and your hotel's success is inspiring so many people who work for him. He invigorate employees to excellence, that is proven by your continued high standards and results.
He is truly a genius in Emotional Intelligence. People can have very high IQ's but without a high IQ of EMOTIONAL INTELIGENCE, they do not succeed.
Matt creates employees that are exceptional and feel valued by Matt's appreciativeness. In today's economy, this kind of atmosphere, that Matt created in his employees, make them energized instead of feeling doomed and unsuccessful. An employee that feels valued asks their client, "How can I make this a wonderful day for you?" Then they go about making wonderful events for their customers. These customers become loyal to the hotel. Matt, we are so proud of your accomplishments year after year. Congratulations on your success.

The Best of the Best must include the General Manager at the Fairfield Inn, Portland North Harbour. I was privileged to observe the GM enthusiastically go above and beyond what I've ever experienced to serve guest.
My stay at Portland North Harbour has to be the most memorable in my many years of travel..
Thanks Marriott

Excellence indeed! As a guest approaching my 4th month of stay at Marriott Execustay Chelsea, I cannot say enough good things about my experience here.
From the very first experience of my booking with Rebecca and Kerri, I have felt truly blessed to be among people who care about people.
New York City is not the first place that I think of when I think of friendly and open people. I certainly did not expect to find some of the most friendly, warm, genuine, and helpful people in a corporate stay hotel in the heart of the city.
However, from the first time Steve, the desk captain, introduced himself to me, I knew that this would be different. He took me by the arm, gave me a tour of the facilities, and made me feel at home immediately. In the coming months I have grown to love 'coming home' to the Execustay almost as much as my real home in California. No matter how difficult my day has been, I know that I will be greeted by a friendly face and kind words. On mornings when I am rushing out late, Steve gives me a newspaper hand-off, even if he had to save the last one for me.
I am so glad that Marriott has maintained a magical mixture of people and culture that can inspire people like me to reflect on how passion, dedication to service, and humility can be so powerful and transforming.
I offer my hearty congratulations to the Best in Class award-winners. I know that they must be very special. I also wish I could give an award to each and every person who has made my Marriott stay so awesome!

There are more Marriott Associates who have demonstrated excellence and dedication to the Company, in some 15 odd years as a Marriott Elite Member, then can be recognized. There are more heroes then the awards to go around.
There are only two places I feel comfortable staying and feel at home: at a full service Marriott or my home in the Washington DC area. Thank you and many of your Associates.

Dear all in Headquarters,
It must feel good. I know the feeling. I was employee of the month in one of the hotels I worked in four years ago in Amman Jordan for outstanding performance on the telephone operator. My photo hung on the walls of the employee corridors for at least a full year before they were removed to make way for some new stories of accomplishments in guest service. At one point in my hospitality career I had two thank you letters in one month. When you are appreciated either by your hotel managements or guests you just feel you are walking between the clouds in the sky and it just fuels your will to give more at your job. I tried many things in the hospitality field, from being a night manager to reservations, but the only thing that left its influence on me is the telephone operator. Literally and professionally, the only thing I want to do is sit behind that telephone console and answer the guest needs courteously via the telephone. But alas, I have met very few people that have respect for our profession in my society. To them the telephone operator is simply answering and transferring telephones and only the failures work that job. I have had sometimes estranged looks and attitudes from people within the hotel staff I work in. However what pleads for me and makes it worthwhile is that I'm convinced that this is what I want to do and I'm out there to do a good job at it. Nothing compares to having that morning coffee while answering the guest telephone calls with a smile in your voice and giving the guests the service they expect from you promptly and courteously. Congrads guys!!! If you made it this far you are the finest in your jobs!!!