What to do when you had bad customer service at the Marriott downtown? How should your guest go about it or who should your guest go to make a complain about their situation?

Check with Mary at check _in and voice your complaint, if she cannot satisfy you then I am sure that she can advise you who in upper management should be able to resolve this situation to your satifaction. Due to construction check in and out is now located on the 4th floor!!!

Call the front desk first. Marriott has implemented some SPG's great customer services. And be patient.