In customer service, it is the little things that matter. Likewise, in life sometimes it is the little things that drive us crazy. Like free Internet. Currently I am fighting a one sided battle with the Marriott on Sutter and Powell in San Francisco. In two months, it was recently announced, the Internet would be free to all Marriott Gold members. Normally, the Internet is free in the lobby but you have to pay for it in your room. At this hotel it isn't free anywhere including the exclusive club floor. All I asked the Desk staff was to implement the new policy early. Apparently loyalty means little here.