Mr. Marriott, I just want to thank you for the stay that my wife and I had at the Bethesda Suites during the snow storm. The staff was great, the neighbors were terrific and I must say that your nightly room rate was quite reasonable. We actually met neighbors we hadn't seen all year. Considering the crowd at the hotel, we thought your staff performed magnificantly. Thanks

I was stuck in NJ.. and Princeton Marriott did well.

Bill, I was stuck in my home town of Pittsbugh, PA at the Airport Marriott, an hour from my home. My car was burried under 4+ feet of snow...hard to picture but very true (I have great pictures). Highways were closed due to the massive snow storm but, the Marriott was dilegently running their shuttle service. I checked in, called my husband to say I was safe. It was very late but, the staff kept the kitchen open for us stragglers. The power went out and it got a bit cold...no customer elevators were running in the morning so the hotel staffed the employee elevator so customers didn't have to walk the 15 flights downstairs. When the highways were opened, the shuttle started running even before the airport opened (PIT hadn't been shut down for 15Yrs from what the news stated.) They offered all customers guaranteed accomidations for the following evening if our flights were still cancelled. What OUTSTANDING service. Many employees were stranded there as well for multiple shifts but, they all smiled and laughed with the guests and were a pleasent joy in the middle of a "winter wonderland." Thanks to the many peope you employee and their desire to make every trip a joy.

re: Residence Inn, 7396 Tiffany South, Poland, OH 44514
Residence Inn, 17525 Rosbough Drive, Middleburg Heights, OH 44130

Dear Mr. Marriott,

I am most pleased to tell you about the "Best Ever" hospitality experience I enjoyed last evening at the Residence Inn, Poland, OH and Residence Inn, Middleburg Heights, OH. Andrea, the young lady staffing the front desk in Poland, has given me a story to tell about guest service and how people make the difference!

Finishing my third day in Poland last evening at 8:30 pm, I was faced with a storm promising six inches of snow, with an early morning flight out of Cleveland, 60 miles north. Andrea greeted me as I entered and I asked if it was too late to check-out, because I needed to drive to Cleveland and get a room, so as not to miss my flight. She had seen the weather report, and agreed that I should hit the road. Andrea explained that she was a very new associate and this was her first "solo night". She would need to check with her manger on how to handle my request for late check-out. Sensing my urgency and not missing a beat, she very astutely invited me to go upstairs and pack, and that she would have me ready to go when I returned!

Back at the front desk in just a few minutes, I was absolutely flaber-gasted! Andrea was on the phone, not only finalizing a reservation for me near the Cleveland airport, but also having negotiated a lower rate to match the Poland rate! Andrea said that she had looked up my Platinum Elite status and frequency of visits in Poland and was waiting to hear back from her manager, (Colleen or Pauline), regarding her recommendation that she not charge me for the late check-out. She then provided me the address and offered Mapquest directions to the Residence Inn in Middleburg Heights!

Andrea apologized about my having to wait for the return phone call from her manager, and asked if she could do anything else to help me. My ear-to-ear grin and momentary silence made her pause, and I explained to her that I had just experienced My "Best Ever" hospitality experience in 25 years of business travel!

I continued to explain to her how special and monumental her proactiveness and genuine interest in my plight was to me as a frequent traveler and business person. As I complimented her, I explained that our service industry has unlimitted potential for attitude and natural instinct like hers. Andrea was most humble and said that she "just wanted to help". During our conversation, Andrea referenced her training and how it had helped her feel "comfortable at being new". Andrea, her manager, and the staff in Middleburg Heights, all put into practice one of Marriott's Core Values by "using their creativity to find new ways to meet the needs of a customer".

Congratulations to Andrea, both Residence Inn staffs and management, as they have secured me as a very loyal guest. I would also like to thank them, as I am the most fortunate having experienced such superior service, making my flight home, and notching my "Best Ever" story of genuine hospitality!

Continued success to Marriott and congratulations on your special associate, Andrea, in Poland, OH!

David Poulter
Platinum Elite ***-***-***

Golden Corral Corporation
dpoulter@goldencorral.net
www.goldencorral.net
m ***-***-****
f ***-***-****

Your new reservation platform is missing the option to make special requests. I stay in your hotels every week and like to request certain room locations and other preferences like "no roon connect door". This option is no longer available when I make reservations. This is the reason I converted from staying at Hilton proporties a few years ago. Your sites have been so good at honoring my requests and now I'm unhappy to see this taken away.

Kent, Platinum Member for three years

marriott is a dream for me which has not been fullfill as yet i mean to work in such a huge organitaion i am sandeep raina from jammu and kashmir i did three yrs diploma in hotelmanagement

Dear Mr. Marriott, having stayed at your wonderful hotels around the world for the past 30 years, I recently experienced the most remarkable service ever at a small property in Pensacola, Fl. When I checked into the Residence Inn (University Mall), I inquired about a good place to have dinner. I was told the best restaurants were located downtown - about a $20 cab ride. When I concluded that I would settle for something nearby, the General Manager, Mr. Brian ******, did a remarkable thing. He gave me the keys to his car so I could drive downtown. I was amazed. Along with Jane **** who was at the front desk, I have never encountered such a generous expression of concern for a member's welfare. I have stayed at your finest hotels, but Brian and Jane rendered the finest service in the world. Please recognize and reward these peerless ambassadors of your great company. They are why Marriott has such a stellar reputation.

Dear Bill:
My neighbor and I were also at the Bethesda Marriott Suites after being without power for 3 days. We were absolutely impressed with the service, and especially, with the food.

A million thanks,
Susan Buttaravoli

The winter here in Reading PA brought one pleasant benefit:

Gave me a great excuse to hop in my new Cirrus SR22 and fly to the Marriott Harbor Beach resort in Fort Lauderdale.

Bill Marriott, Please advise chef Dean *** to prepare something special.

I am no longer angry at Punxsutawney Phil.

Dear Bill: Most people who have worked in corporate America likely will come to understand that their commitment and degree of support and effort in their performances is related to how the CEO and executives treat and lead their own. For a better understanding of why Marriot employees are so willing to give of themselves, I recommend to you a book by an English poet, David Whyte, entitled The Heart Aroused - The Preservation of the soul in corporate America. You will see that what you (and the other execs) have done is not only inspired your employees to give of their own hearts but at the same time to begin to discover their own souls. In the final analysis that will be your and your company's greatest achievement.

I visited your Boston Marriottt Burlington location for an event recently and I wanted to that Iwas very impressed with Erin ********* at the front desk. As long as Marriott continues to hire and promote individuals like Erin you'll always be the best.

I have been a weekly guest at the Pittsburgh Airport Marriott
for two years. During this time, the hotel staff has provided such
AWESOME service and attention, I rarely ever stay at any other hotel
chain than Marriott. The staff at this property has single-handedly
changed my perception of Marriott and has ensured I will never go
anywhere else.

To make things even better, the management staff is currently clearing
guests' cars of snow and ice, bringing the cars to the front door and
helping guests make arrangements to get to off-site meetings due to the
blizzard conditions. This hotel planned so well for this storm and
guests are completely amazed by all of the actions the staff is taking
to ensure guests are not impacted by the weather.

This hotel and its staff is exemplary in their efforts to provide for
guests, frequent or not. They deserve serious recognition by Marriott
for all of their efforts.

KUDOS!!!

ps - nor response necessary, just wanted you to know what a great job
they are doing

Dear Bill,

My company does a huge amount of business with the Marriott in Bridgewater, NJ and has always been very satisfied. However, this past week, when we received over 20" inches of snow, the general manager Terry ******* and his staff shined brighter than ever. I work in sales training, and due to the snow, we had to close our training facility down and find an off-site location that would work. On less than 24 hours notice, the Bridgewater Marriott was able to accomodate 65 people in 5 different meeting rooms, food, breaks, etc. Since we were all kind of stuck there, one might expect tired and less than focused hotel employees. That couldn't have been farther from what we experienced. Everyone displayed the essence of hospitality, and approached every request with a keen sense of urgency. Once the snow quit however, and people were checking out, the fact that the general manager, Terry *******, and his crew were walking each customer out to individually dig out and clear their cars of ice and snow is something that you do not ever see. As a matter of fact, I did not even find out it was the GM who lead that charge until today. In closing, the staff at the Bridgewater Marriott re-affirmed why we do so much business with them. They are top tier!

Sincerely,

Slade Muckleroy

Mr. Marriott,
I have travelled to many of your hotels over the years (and am staying at one now actually, where the waitress in the lounge was especially helpful). I ordered a Marriott burger - and told her the very first time I had dijon mustard in my life was on a Marriott burger. She went and got the dijon mustard for me and it was once again one of the best burgers I've had. This is at the Houston Airport Marriott.

As outstanding as many of your staff are, I would like to point out in particular the staff at the Vancouver Marriott Pinnacle. I've experienced "beyond the call" service there every time. I didn't ask the front desk clerk to run out into the cold and hail a cab, but she did. (actually I wish she hadn't, I don't want her to get a cold). They were especially comforting last year, when my father was in intensive care for three weeks and we stopped there on the way back.

I'm sure that the staff at the Pinnacle are making Marriott proud while the 2010 Olympics are going on - because I've seen them do it every time.

Marriott continues to show it's best foot forward. This is why I will continue to support Marriott, because of it's ability to empower it's employee's to think of creative solutions to today's real problems. Continued success Marriott, we will continue to support you through this difficult time as you have graciously supported us while we travel.

Dear Mr. Marriott,
EXCELLENT TEAM WORK for your staff. I was just finishing some business correspondences when the headlines on the yahoo website caught my attention, "Snow in 49 states at one time." really trifling weather that I hope will end peacefully without hurting anyone. However I haven't felt those cold spells these days in Jordan. It was an unprecedented 22 degrees Celsius (71.6 Fahrenheit) today and according to our local weather website, www.jometeo.gov.jo. It is due to rise tomorrow Sunday to 24C. This weather is irregular to my Kingdom whom, a couple of years back and earlier, used to be shaking at these times under cold spells and snow. Only God knows what all this will herald in its wake. Anyway, I’m sure you are very proud of the marvelous feedback on your hotels extraordinary performance and always, all the best for you and your esteemed group.

When our power went out for 60 hours in this latest D.C. area storm, we threw up our hands and headed for the Courtyard Chevy Chase. Despite the number of guests in the lobby (also victims of no electricity), the associates were calm and extremely efficient. We had such a relaxing time that we are headed to a Renaissance Hotel this weekend to enjoy the Valentine's Day Promotion.

Dear Bill,

I checked into the Residence Inn Arlington Pentagon City on Sunday, January 31, 2010, and I have been here through the “Blizzard of 2010” and the “Winter Storm – The Return”. I want you to know that the staff here at the Residence Inn truly expressed the “Spirit to Serve” throughout these storms. Every morning the kitchen staff had a warm, fresh breakfast prepared for the guests, several employees worked very hard to keep the walkways clear of snow, Wisha, the maid from Poland who cleaned my room, was always friendly, and the front desk staff such as Meriam always greeted me with a friendly “hello.” They did all of this even though they were not able to go home at the end of the day to be with their families. Instead they stayed at the hotel for several days so that services could be provided throughout the storm. I commend all of the staff at the Residence Inn Arlington Pentagon City for their willingness to serve even during the severe weather.

Sincerely,
Bert Creasey

We lost power here in Pittsburgh last Friday in the middle of the night for well over 24 hours. Sautday morning we woke up to over 2 feet of snow. After all the neighbors helped shovel each other out, we were still without power at about 4 pm Saturday afternoon. We have a 5 year old and it was getting pretty cold, dipping into single digits, so we packed our bathing suits and cafefully made it to the the Marriott City Center to warm up. We were treated very kindly and given an upgrade to a beautiful corner room with lots of space. We all called ourselves "refugees" because most guests there that night were other Pitsburghers that had lost power. The staff was wonderful and it was great to have gone sled riding in 2 feet of snow and swim in the same day! We ordered room service as a last reat and they were swamped, but yet so kind and graciuos. Thanks so much!

In order to be close to my place of employment instead of comuting 2 hours to work I booked a room at the Annapolis Junction Marriott in Maryland. My 2 day stay has turned into a 9 day stay due to all of the snow we have had. I just want to say that this has been the best hotel experience that I have ever had. The staff have gone above and beyond their normal responsibilities to help me on several occastions. The resterant staff have also been great they know where I like to sit and get my drink order without me even having to tell them what it is. I can not say enough about this stay and I plan on telling friends, family, and the corporate office of my employer what a great hotel this is an encourage all that I know that if in need of a hotel that the Marriott in Annaplis Juctions is the place to stay.

Hey there. I am sight impaired and traveling through snowy conditions even in Cleveland Ohio, it makes me very fortunate I am not in the midwest or where the storms are pounding the area. I had 1 snow day yesterday but I can say I am glad to see Marriott is really pulling together and helping our guests weather the storm.

DEAR BILL

I ADMIRE THE WAY EMPLOYEES OF MARRIOTT WORK WITH THE RIGHT SPIRIT OF HOSPITALITY.

GOD BLESS THE ENTIRE MARRIOTTITES

DR. WILLIS

I am currently attending a conference with the AHCA at the Marriot Baltimore Downtown. We as all are having a great deal of problems dealing with the weather. Our conference has been dedicated to Root Cause analysis, Quality measures, Customer Service........ I said today(our last offical day) to my nurses, this hotel is what we have been learning and now are going to teach our staff, we have witnessed Quality, Root Cause Analysis as a proactive tool, barrier analysis and all the other likely tools that you as a hotel provider use. I just wanted to say thank you for the vision and mission that you teach and live......your staff exhibited it each and every day of our stay here and made what could and would have been a very unpleasant stay..........THE BEST.

DON

Dear Mr.Marriott,
I want you to know that we have been owners with Marriott Kauai Beach Club for over 13 years. It has been such a fabulous experience. Whether we are at our home resort or trade to another property we are always treated like we are the most important guest there. The same goes for your hotels whether we are at Courtyard , Renaissance , JW or Marriott it is always such a pleasure and proud moment for us to say we are a part of this family and Marriott is truly a family experience. We would not think of owning with any other company even though we have been approached. Thank you for your attention to detail and consistence over the years. It really makes it easy to recommend Marriott to friends, family and the countless numbers of strangers we have met at the pool while vacationing. More often than not we have been told that our enthusiasm has sealed the deal in many instances and brought on board yet another owner. I would love the opportunity to work for Marriott some day as I truly believe it is one of the most well run businesses on the planet. Thank you for making us proud. Candi and Rick Crandall

These kinds of letters are only one reason why we are proud to be Marriott owners.