Ma'am, I was not rude to you in any way. I was very genuinely interested in hearing what issues you faced while you were at our hotel, and I made efforts to apologize and let you know that I was trying to fix the issue you had with your ice maker.
I never got the opportunity to hear anything else that went wrong with your stay, as any apology I made regarding the ice maker was met with increasingly loud and increasingly angered variations on the word "unacceptable."
I called you in order to address any issues you had. I actually do want to make things right with any guest who ever has a complaint, but I do not deserve to be yelled at, nor does anyone on my staff. My question about why you were yelling was meant to draw your attention to it, because I believed perhaps you did not realize that you were doing so, and also to move forward productively rather than the telephone hangup that resulted.
I don't want any guest to be upset or dissatisfied. I am glad that you provided me with the additional details in this review, as we had no record of any such complaints during your stay. I had my team perform preventative maintenance on that room this week based on your feedback, and ensured that the items you mentioned were addressed. In the meantime I have issued you 10,000 Marriott Bonvoy points to be used at your discretion in the future wherever you choose to stay next.
We hope that you will allow us the opportunity to host you again in the future. Please feel free to call and ask for me and I will inspect your room myself before check-in to be sure that it is up to Marriott, and your standards.
