"Our recent stay at the Marriott Marquis was amazing overall. The property, amenities, and experience were wonderful. Unfortunately, we ran into some issues with our reservation, including being charged twice for our suite and not receiving the exact suite we had originally booked. After several back-and-forth conversations with staff, the situation became quite frustrating. The issue was still unresolved.
Thankfully, Anisa stepped in and completely turned the experience around. She took ownership of the issue, escalated it to upper management, and made sure everything was handled properly. What truly stood out was her exceptional customer service, even after the matter was “resolved”, she went above and beyond by sending complimentary goodies and a bottle of wine to our room.
Anisa’s professionalism, attentiveness, and genuine care made all the difference. While the booking issues were disappointing, her dedication to making things right is the reason I would consider staying here again. Thank you, Anisa, for providing outstanding hospitality and reminding us what great customer service looks like."
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