5. I have to ask: how can a professional hotel chain like Marriott either (1) hire incompetents who can't see how outrageous their customer service is even when it is clearly explained by a customer or (2) have policies that would allow customers to be treated this way?Kudos to the Mayflower, and to Mackey, its manager - Mackey was fantastic, his staff was professional, and his hotel was beautiful and well run.