Thank you for taking your time to share your experience with me.
When I read your comment yesterday I was very disappointed with myself, I take full responsibilities for what happened during your stay at the Hotel. I take all guests comments very seriously. I won’t make any excuse for what happened, rest assured that I already spoke with all departments involved, and more training for all associates will be conducted this week.
I would like to personally apologize for your experience, as this does not reflect our customer service at all.
I am thankful that you have been open, honest and frank about your impression as this helps me to better understand my shortfall, I take this as a teaching moment and for sure this will allow me to improve.
One of the core values of Marriott International is “Pursue Excellence” and in this case, we do not achieve it.
Here my email address Stefano.Maccagno@fourpoints.com, if you feel that you would like to share more, please write to me directly, so I can address all points in person.
I understand your loss of faith in the hotel that said, if in the future you will travel again to Danang, please let me know you have my email address as I would like to try and redeem myself and the experience. Once again I am so sorry.
Four Points by Sheraton Danang