For me, as I read some of the not-so-glowing reviews of this resort... I'm even more frustrated to see such a generic response from someone representing the property. And it's basically the same response across the board.
You have someone that literally tells you that they were over charged... double charged... not treated with the level of care that we as consumers were expecting. And the best we get is "Give us another shot...?"
No attempt to call, email, or message directly... offering any kind of "make-up" experience. I've reviewed restaurants that were less than stellar, and at least offered a sit down with the manager, with a drink on the house, to discuss how they could do better next time. To actually TRY and earn our business back.
No such luck with this Omni location.
Marriott will continue to have our business.
Maybe Chloe should offer the people that aren't too happy with their experience to all gather for a small dinner meeting. She could have an open table meeting to discuss how her staff could improve. Then she could take that feedback to her staff, help train and develop her staff, and hopefully improve on her customers' experiences.