I am writing to formally raise a complaint regarding an incident that occurred yesterday with a receptionist named Sarah at your property. Her behavior was extremely unprofessional and deeply upsetting.
After politely asking her—in Spanish—whether she spoke Spanish (as she was not addressing my queries effectively in English, despite two attempts), she abruptly raised her voice at me for over a minute in front of two other guests at the front desk. Her response was not only inappropriate in tone but also accusatory, as she alleged that my question was racist or discriminatory.
This accusation is both incorrect and deeply offensive. Throughout my five-day stay, other staff members had communicated with me in Spanish without issue, which is why I naturally continued doing so. For context, I was born in Brazil, hold a Spanish passport, live in Spain, and come from a multicultural background—my father is Spanish, and my mother and grandparents are Lebanese.
Another staff member who witnessed the incident promptly intervened and acknowledged that Sarah’s conduct was entirely out of line.
I expect this matter to be taken seriously and request a formal follow-up from the Marriott head office in Bethesda, Maryland.