Bangkok Marriott Marquis Queen’s Park — Hotel in Khlong Tan Subdistrict

Open Letter to Anthony Capuano, CEO of Marriott International

Subject: Stolen Property, Zero Accountability, and Marriott’s Shocking Customer Service Failure

Dear Mr. Capuano,

I am writing this open letter as a last resort, after experiencing an appalling lack of accountability and professionalism from Marriott Marquis Queen’s Park Bangkok and Marriott’s corporate customer service. What should have been a simple case of rectifying a theft that occurred in my hotel room has instead exposed a complete failure in Marriott’s commitment to guest security and customer care.

During my stay, a bottle of Angels’ Share by Kilian perfume was stolen from my room. The facts are clear and indisputable: • The night before my early morning departure, I packed my bags completely. • I attended a farewell dinner at the hotel, leaving my fully packed bag in the room. • The next morning, I left directly for the airport and flew home. • Upon arriving home, I discovered that the perfume bottle was missing—but its box remained in my bag. • Since my bag never left my side from the time I left the hotel until I arrived home, the only possible time the theft could have occurred was while I was at the farewell dinner.

When I reported the theft, I expected a professional response and a genuine effort to investigate. Instead, Simon Bell, the hotel’s General Manager, displayed nothing but contradictions, dismissiveness, and outright negligence:

• He denied any wrongdoing and made false claims, including stating that the housekeeper reported “nothing was left behind.” • This was an outright lie, as I had intentionally left several items in the room due to luggage restrictions. • When I pointed out these discrepancies, he simply stopped responding altogether, leaving me without any resolution. Frustrated by the hotel's failure to act, I escalated my complaint to Marriott’s Customer Support. Initially, I was reassured that the issue would be investigated, but that was yet another empty promise.

Despite multiple follow-ups, I never received any updates, resolution, or even the courtesy of a response. Seeing no progress, I then posted on Marriott’s Facebook page. Again, I was given meaningless reassurances, only to be redirected back to Simon Bell—the same General Manager who had already refused to take responsibility and stopped communicating with me.

Mr. Capuano, is this how Marriott International operates? A guest’s property is stolen from their room, and instead of addressing it, your team ignores the issue until the customer gives up? Is this the level of “customer service” your brand stands for?

I do not need money. I simply want Marriott to replace my stolen bottle of Angels’ Share perfume—a basic act of accountability that your team should have resolved long ago. But since no one in your hotel chain seems willing to take responsibility, I now turn to you.

Will you, as the CEO of Marriott International, stand behind your brand and ensure that this matter is resolved? Or will you, like your staff, choose silence?

The Marriott Marquis Queen’s Park Bangkok serves as a perfect example of how a supposedly world-class hotel chain can completely fail at the most basic level of customer care. If guests cannot trust Marriott to ensure the safety of their belongings, why should they trust Marriott at all?

To anyone considering a stay at a Marriott property, I urge you to think twice. If your belongings are stolen, do not expect Marriott to help you. Expect denials, contradictions, and silence.

Mr. Capuano, this is your opportunity to restore trust in your brand. The question is, will...

Exceptional Care and Comfort during My Stay at Bangkok Marriott Marquis Queen's Park

Rating: ⭐⭐⭐⭐⭐ (5/5)

I recently had the pleasure of staying at Bangkok Marriott Marquis Queen's Park during my visit to Bangkok, Thailand, and I cannot praise this hotel enough for its outstanding service and genuine care.

From the moment I arrived, the front desk staff welcomed me warmly and efficiently checked me in, accommodating all my needs and preferences. They were incredibly attentive and made me feel like a valued guest right from the start.

Unfortunately, I had a fractured foot during my stay, which made navigating the hotel challenging. However, the hotel's staff went above and beyond to assist me during this difficult time. They provided me with a new wheelchair, making moving around the property so much easier. The care and attention they showed towards my situation were heartwarming and deeply appreciated.

The room service was exceptional, and the food in my room was of the highest quality. Despite my mobility restrictions, the kitchen staff went out of their way to accommodate my needs, ensuring I had delicious and suitable meals throughout my stay. Moreover, they surprised me with a thoughtful and generous get-well basket that truly brightened my day.

The kindness and compassion exhibited by the entire staff at Bangkok Marriott Marquis Queen's Park was truly exceptional. They consistently went the extra mile to ensure my comfort and well-being, making me feel like a part of their extended family.

This hotel is not only a haven of luxury and elegance but also a place where guests are treated with the utmost care and respect. I can confidently say that this was one of the best hotel experiences I've ever had, and it is all thanks to the remarkable staff at Bangkok Marriott Marquis Queen's Park.

If you're looking for a hotel in Bangkok that not only provides top-notch amenities but also genuinely cares about its guests, then look no further. I highly recommend this hotel to anyone visiting Bangkok, and I'm already looking forward to returning for another memorable stay.

Thank you, Bangkok Marriott Marquis Queen's Park, for turning what could have been a challenging trip into an unforgettable and heartwarming experience. Your exceptional service and caring staff have earned my highest praise and loyalty. Keep up the fantastic...

What makes a world class hotel is the quality of service provided to guests; the Queens Park Marriot has a wonderful hotel team from F&B through to housekeeping, who go that extra mile to make sure guests are comfortable and all needs are met. Nevertheless, an experienced leader knows that reflection is an important part of the performance management process, and while hotel staff and facilities are functioning at a high standard, the same cannot be said for one key area: reception. Upon arrival at the main desk at the entrance of the hotel, we were guided right to an unsignposted, unsighted, dimly lit area, where both check in and check out procedures are processed. While there were clearly severely terminals, only 2 staff were managing guests with no clear distinction between who was checking in or out. With 6 guests parties in front of us and 6 behind, a total of 13 parties were asked to wait, while at the same time, airline crew also began to arrive at reception. Almost all guests waiting asked lobby staff to kindly call more receptionists to help as the guests’ queue was getting longer. After 20 minutes of waiting to check in we were finally attended to by a very kind and helpful receptionist, who apologised for the long wait. Given that first impressions last, and guests are likely to have travelled for many hours to reach the hotel, reviewing the efficiency of existing reception procedure is arguably a way to improve this important function. Unfortunately, again at reception, upon check out we encountered a surprising invoice for an additional guest in our room. As we had already prepaid in full all costs associated with staying at the hotel, it was extremely disappointing to a) be presented with a bill after such a pleasant stay and b) be placed in the embarrassing position of having to wait for the hotel to ‘verify that we had prepaid all costs’ even though the receptionist was shown the booking voucher. Marriot is most certainly a world class brand and as such guests expect highest standards in all areas of the hotel. However, while the staff and facilities are indeed 5 star, reception procedure falls short of the expected Marriot quality.Our thanks to all the hotel who contributed to a very pleasant stay, and a special thank you for the thoughtful gift of a...