For a change, I wanted to share a positive story of customer service at a Marriott from someone who posted on reddit.
Background, of the story is the poster is a Lifetime Platinum and a major Disney fan. For his 25th wedding anniversary, he and his wife booked a long weekend at the Disney Swan Reserve hotel on points. He had low expectations but the Swan Reserve really came through for him and now he only has positive feelings about Marriott.
Here’s the whole story. He booked a standard room for 2 nights. Upon check in, he asked with no expectations, for an upgrade and was pleasantly surprised with a Signature Suite room that was available immediately. The desk agent was especially nice and asked if it was any special occasion.
He and his wife enjoyed the complimentary continental buffet breakfast. The service at the restaurant was impeccable, the servers were polite, fast, and went the extra mile. Upon their second morning, the server not only greeted them by name, but remembered their preferences for beverages and condiments, which was a high-quality touch of class from the restaurant.
When they returned from the park, they asked the desk agent if there was any place to purchase a beverage since all the restaurants, bars and shops were closed. The desk agent said they were all closed but he would go into the snack shop and get him some beverages and charge it to their room. Nice effort by the desk agent.
The second night, this guest found on returning to his room a complimentary bottle of Champagne and chocolate-covered strawberries along with a hand-decorated card congratulating us from the Ambassador Welcome team at the resort.
The service by the Disney Swan Reserve hotel really made the trip for this guest and he was gushing on how well they performed. At the end of the trip, he said that this Marriott knows how to take care of its guests and it restored his faith in the Marriott brand.