Courtyard by Marriott

From: G***, Michael [ [redacted] @remingtonhotels.com] Sent: Monday, November 16, 10:AMTo: [redacted] @***.comCc: C [redacted] , DebraSubject: Your stay at the Courtyard Louisville Airport [redacted] , Your letter to the Revdex.com has been referred to me for a response Please forgive us for the confusion and delay in correcting the credit card issue during your recent stay While this issue has been discussed with our entire Front Office team to ensure it will not occur in the future, it is no excuse for the mix up that occurred with your reservation I am glad that we got in touch so that I could resolve this for you I hope that we will be able to regain your trust moving forward Should you find yourself returning to the area I would love the opportunity to handle the reservation process at our hotel for you personally to provide a discounted rate and ensure an excellent stay from start to finish Alternatively, If you are a Marriott Rewards member I would be glad to purchase some Marriott Rewards points for you to use towards a future stay at any Marriott hotel For the latter, please feel free to respond with your Marriott Rewards number at your convenience I hope that this will not affect your decision to use Courtyard by Marriott again in the future and again, please accept my apologies for any inconvenience Warm Regards, -- Michael G [redacted] General Manager Courtyard by Marriott Louisville Airport [redacted] Louisville, KY [redacted] P: ###-###-#### F: ###-###-#### [redacted] @remingtonhotels.com

I spoke with the person who contacted the Revdex.com on the telephone She tolld me the Revdex.com had misunderstood her complaint and she does not think there are any hotel assoiciates involved She is referring to the Warner Center Marriott in Woodland Hills, California She believes a woman named [redacted] is impersonating her at the hotel (using her name) because [redacted] is wanted by the FTC and IRS I advised her we do not have any record of a guest with her name staying at the hotel and we do ID checks I assured her the hotel would cooperate with any law enforcement investigation She thanked me for calling and toid me "You can tell the Revdex.com the complaint is resolved." - Sara T [redacted] , Corporate Liaison, MrMarriott's Office of Consumer Affairs

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: A) There WAS no signage at the desk at the time of my cheB)When questioned about the hold no signage was mentioned OR pointed to(after the fact) and C) the signage "supposedly" there in said picture refers to Debit /Check cards not Credit Cards as I was using Cut the B.Sand admit the faultYou've lost a customer and as many as I can take with me either way-admitting the fault at least ends this Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Dear Revdex.com, Resolution: guest refunded one night room and tax for the 2nd room Diane K [redacted] MrMarriott's Office of Consumer Affairs

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: My marriott rewards number is [redacted] Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please please please coach the management and staff there on being professional, honest, and efficient so guests don't have to go through all thisHad they been effective from the very first point of contact we would not have had this issue Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting because what [redacted] stated would be done, in fact was not doneI called [redacted] back the Tuesday to try to discuss the matter with him and I am still waiting to hear back from himIf I actually do get the refund of $back onto my card, then ill be happy to accept the response I am rejecting this response because: Regards, [redacted]

We are responding to complaint number [redacted] Please accept our sincere apologies for the frustration this has caused After looking over Ms [redacted] ' case, we will stand with our original offer of a $rebate to her credit card that was left on fileAt this time we are unable to honor Ms [redacted] ' request of a full refund As a gesture of goodwill, MrMarriott’s office has added 15,rewards points to your Marriott Rewards account, to use towards a future stay at a category 1-Marriott hotel upon availability Please know your business and your loyalty is important Thank You, Washington DC/Embassy Row Courtyard

Dear Revdex.com "Times New Roman","serif Spoke to guest and apologized for all problems that arose at the hotel and gave her the Marriott Rewards point she was requesting Guest satisfied Kind Regards, Diane K [redacted] Corporate Liaison MrMarriott’s Office

Dear Revdex.com, Guest has been compensated for two nights $and had received Marriott Rewards Points for the service issuesThe CY Columbia Downtown at USC turned in the mouthpiece into their insurance company for a 2nd review and we are waiting for the resolution All further compensation will be determined them aloneMarriott will be supporting any decision made by the insurance company Kind Regards, Diane K [redacted] Corporate Liaison MrMarriott’s Office

Hotel has agreed to issue a refund of the $smoking fee charged to the guest I called and left [redacted] a voice mail message apologizing and advising her the hotel will be issuing the refund

We do apologize that your credit card was accidently overcharged We immediately reversed the charge manually on our end when the mistake was brought to or attentionWhy that credit card reversal did not go through we cannot explain We provided documentation that this was sent to the proper agencies in an effort to have the wrong charges reversed The General Manger, Lanier C***, offered [redacted] : To provide a check for the $or To participate in a conference call with [redacted] and his credit card company to resolve this matter We are waiting on a response from [redacted] on how he wishes to proceed Please see attachments

Dear Revdex.com, I have emailed with this guest four times explaining our final position on this matter and will not be providing this guest with compensation There is a sign posted at the front desk of this hotel as well as all Marriott hotels explaining the incidental hold even though she doesn't believe itFeel free to contact me directly if you need any more clarification or assistance to close thisThanks, Kim P [redacted] ###-###-#### Kim.P [redacted] @ [redacted]

letter sent to guest by General Manager Aaron K**: From: Aaron K** To: ' [redacted] 'Subject: Your Recent Stay [redacted] ***, My name is Aaron K [redacted] and I am the General Manager at the Courtyard [redacted] I received your recent concern regarding your stay with us and I wanted to reach out to you First, let me apologize for the extreme frustration that you experienced with the billing on your reservation I completely understand, as a traveler with a child myself, what it means to travel on a fixed budget with certain expectations about what you will be paying at any given time While it is true that we do temporarily hold an incidental fee on all reservations, the extra $that was held was a clerical error by the staff member that checked you in and completely unacceptable I can assure you that not only is what you experienced not the norm, but it is also an opportunity for us to revisit training with our staff on correct billing procedures In the meantime, I have contacted [redacted] myself and had them refund your reservation in full for the amount of $as we fell far short of your expectations for the trip and you were extremely inconvenienced Additionally, all pending charges should be removed from your card, but if there is any discrepancy with that please do not hesitate to let me know Thank you again for your feedback, [redacted] ***, and should you need to contact me directly you may reach me via email or through the phone number listed below Sincerely, Aaron K [redacted] | General Manager Courtyard [redacted] /Arboretum Stonelake Blvd | Austin, TX P ###-###-#### | F ###-###-#### E [redacted] | W marriott.com/ausnw

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:the courtyard Marriott has submitted an additional claim with the paper work needed to show medical necessity of Prescribed TMJ appliance that was in my mouth when retired in my hotel room on the night of July 2nd and not in my possession when we were asked to transfer ourselves and belongings to another property across town at 4:AM.on July 3rd I will wait for the follow up response to nd request before responding to above Regards, [redacted] ***

Dear BBB, Guest has been contacted and advised that all parking in the hotel DC location is handled by [redacted] Services. According to [redacted] this guest retrieved there car at 6:09 am on Saturday, June 6th. No issues were reported by the guest to the hotel or valet when they retrieved there car. I also have attached a copy of the “vehicle claim check” from [redacted] valet services. To my knowledge the first time a manager on the hotel team was notified about this was on Monday, June 8th from Marriott customer care. Wendy, the [redacted] account manager contacted the guest immediately. Guest has been advised to contact: [redacted] ***District Manager [redacted] ***Washington, DC Market [redacted] (mobile) [redacted] @ [redacted] .comwww. [redacted] .com Regards, Diane K [redacted] Corporate Liaison Mr. Marriott’s Office

I have telephoned the guest to apologize In addition to the 10,Marriott Rewards points already provided, we are sending the guest a refund check in the amount of $ - Sara T [redacted] , Corporate Liaison, MrMarriott's Office of Consumer Affairs

** [redacted] has contacted me stating he meant to indicate the response he received from Marriott was satisfactory, not unsatisfactory I have added 5,Marriott Rewards points to his account in appreciation of his loyalty to Marriott - [redacted] , Corporate Liaison, MrMarriott's Office of Consumer Affairs