Courtyard by Marriott

We have advised the guest of the following:
"We were very sorry to learn about the incidental hold you
encountered during your stay at the hotel on January 8,
and we offer our
continuing apologies for the disappointment that has resulted from that
situation. When you check into a hotel a credit card is surrendered for
room, tax and a portion for incidentals and the banking institution typically
places that amount on a “hold”. Once you check-out the hotel communicates
the exact amount you should be charged and the “hold” placed on your account is
removed and the actual charge is placed on your account. Please be
advised the attached is a photo of the hotel’s front desk where they have this
posted for every guest that check into the hotel."This was sent to the guest view email

According to the Terms and Conditions of Marriott's Look No Further(SM) Best Rate Guarantee, Marriott will verify a guest’s claim within hours of receipt and notify the guest of the results
"> The comparison rate must still be available at the time Marriott validates the claim. When our associate attempted to verify the comparison rate on ***-***.com, the lower rate was no longer available so the claim was denied. The guest was upset by the decision and sent an email stating Marriott had ***-***.com remove the availability from its website. The Look No Further team responded by explaining Marriott has no control over what inventory is displayed on third party websites
The guest replied with a new link from ***.com, noting that website still had the lower rate appearing. Our associate was subsequently able to verify the lower rate was indeed available for sale on the new website so the claim was approved and the guest’s reservation was modified accordingly.
Sara T***
Corporate Liaison, MrMarriott's Office

Corporate Liaison *** *** called guest on February 28, 2014. He apologized and noted the direct bill authorization for the $credit had been sent to the hotel as promisedComplainant said her credit card's interest rate is percent so she even paid interest on the $credit*** told her a 10-day wait isn't uncommon for credits, but we didn't intend for the guest to be further penalized. He offered the Complainant a $Marriott gift card in addition to the authorized credit by the hotelShe agreed and asked *** to assure hotel processed the credit*** assured the guest he would*** began the process of issuing the $gift cardHe told the Complainant to expect it to arrive by mail in 7-daysComplainant said this was a satisfactory resolution

Misdiagnosis – unneeded surgery – unbelievable billing
Our dog became ill on Sunday August 27, Based on our dog’s behavior that day, we had taken him to OPVMC to have him seen by a veterinary doctor to determine what was making him sick While speaking to Dr R***, having her examine our dog, and reviewing a set of x-rays, Dr R*** determined his bowel was irritated, in distress and not functioning properly She then explained that he must have eaten something, and it was now lodged in his bowl thus, not allowing digested food to pass through We explained multiple times to Dr R*** that our dog does not eat anything other than his food and that we were certain he did not ingest an object We asked several times if it could be anything else Dr R*** insisted that an object was ingested and stuck inside him (this should have been our first red flag) We had also asked several times if there was anything else that could be given to him to help push it though Dr R*** explained that surgery was the only option (should have been our second red flag)
Dr R*** provided us a verbal quote of $3,for a surgeon to come in and help our dog and get him healthy again When Dr R*** returned to the exam room with a written quote the price had now gone up to $4,- $5, This was to perform the surgery, remove the object, fix any damage that had been done internally by this object, a 3-day hospital stay and other misc charges When we were shocked by the cost and fees, she proceeded to suggest that we set up a Go Fund Me Page to cover the costs (Our third red flag should have been when we questioned the charges and cost, her focus was on this funding page and how others have set them up.) We again asked if there were any other options or causes (which were dismissed) and based on her medical option went forward with the surgery Based on the health of our dog and this taking place on a Sunday afternoon, we paid the required deposit needed and hoped for getting the object out and the bill on the low end of the quoteOn the evening of Sun Aug 27th, Dr R*** had called us to explain that our dog had gone into surgery and that they discovered there was no object in him They determined his bowl had been irritated and that was what caused the swelling and the x-ray to look like something was lodge inside of him Dr R*** stated that they did not have to complete the full surgery and repair work and that “we would see a significant reduction in our bill”When releasing our dog back to us on Tues Aug 29th, we were required to pay the final balance of the bill The new total bill had grown to over $6,000! Since our dog was not eating while at their facility, we wanted to get him home and we would then address the bill and balance when we got homeWe calculated that there were $2,in charges that were not included in the charge estimation To gain clarification on these charges we left leaving several messages (10+) with no return phone call for Sheila, the Hospital Administrator After not receiving a call back, we decided to stop in When we met with Sheila she stated that she did not return our calls because she did not have an answer from the doctor on the charges Additional concerns grew when the lab results were not communicated to us in a timely manner, no appointment was scheduled for his stitches removal, overcharges were identified and now the lack of returned phone calls When the final reached out to us, their answer was that these charges were standard operating charges How could that be and why then were they not on the charge estimate? They performed less surgery, he was there only three days and not five, we were told we would see “significant reduction” due to the reduced surgery, and were give a price quote How did so many “standard operating procedures” not get quoted properly? Was an inadequate charge estimate provided to us by mistake? Was the charge estimate purposely lowered so that we would agree to the surgery? Or were additional charges included to put us at the high end of our agreed upon charges?
OPVMC insisted that our dog ate a foreign object and surgery was the only option They did not listen to us and us knowing our dog’s behavior and habits We trusted them as medical professionals Major surgery was performed that was not needed on our dog And then we received a bill for services that did not match the estimates that we were provided When trying to discuss those charges and our concerns, OP Vet provided very poor customer service and response to our outreach In the end we received a letter from their lawyer stating that they would not adjust any of the charges and that they saved our dog’s lifeOur biggest concern was that our dog underwent an invasive surgery that he did not need and that he was misdiagnosed by Dr R*** I would highly suggest that when visiting OP Vet and surgery is recommended for you pet, get a second opinion!

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Such wonderful care, knowledgeable and caring staff- would not bring my pets anywhere else for emergent care

Dear Revdex.com,
">
Guest has been contacted and advised that all parking in the hotel DC location is handled by [redacted] ServicesAccording to [redacted] this guest retrieved there car at 6: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].comwww.[redacted].com
Regards,
Diane K[redacted]
Corporate Liaison
MrMarriott's Office

Revdex.com
 
RE:  ID 10674861
 
I have attached 4 Invoices for A**, all detailed. 
It is the opinion of Ms. A** that our tec**ician, “N[redacted]”, we
don’t employee a N[redacted], smelled of alcohol. 
This particular tech has worked with American Leak...

Detection for many
years, this would not be a characteristic of his.  He also reports to the office every day after
finishing his assignments, I believe this would have attracted the attention of
the office staff, co-workers and the owner if indeed it was true.  This tech is also a man of few words, but
having a chatty personality is not one of the qualities we look for in a
techician, we look for the tec**ical and mechanical skill most
importantly.  The techs personality has
nothing to do with the difficulty of finding the A** leak, leaks are
sometimes difficult to find.  As said
before we did not build the pool, only working to figure out why it leaks.  Some leak detections are black and white, and
some are grey.  There are various reasons
why pools lose water, most of them are textbook reasons, and some take many
visits to get conclusive results.
 
If the Ms. A** would like to prepare their pool for additional
testing, fix the items marked on the last inspection and clean their pool and
spa, visible to the bottom, we can do more testing.
 
In addition Ms. A** says she complained to “headquarters”
in San Diego, and has not gotten a response, that is because there is not a
headquarters in San Diego.

Dear Revdex.com,
Guest was refunded the cost.  Here is the Email from the General Manager:
From: [redacted]...

Sent: Wednesday, September 03, 2014 12:52 PMTo: K[redacted], DianeSubject: RE: [redacted] issue informationGood afternoon Diane,We have spoken to the guest’s boyfriend a [redacted], and agreed to refund the [redacted] charges along with the charges to **. [redacted] as a good will gesture. Attached are the folios showing the credits. Please let me know if I can further assist with this matter.Kind regards,Socrates R[redacted]General ManagerCourtyard by Marriott [redacted], Ma [redacted]P:###-###-####
Regards,
Diane K[redacted], Mr. Marriott's Office

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 check-in B)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.S. and admit the fault. You've lost a customer and as many as I can take with me either way-admitting the fault at least ends this.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 done. I called [redacted] back the Tuesday to try to discuss the matter with him and I am still waiting to hear back from him. If I actually do get the refund of $100 back onto my card, then ill be happy to accept the response. 
I am rejecting this response because:
Regards,
[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** 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 $120 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 $138.72 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** | General Manager
Courtyard [redacted]/Arboretum
9409 Stonelake Blvd | Austin, TX 78759
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 response. If 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]

From:
FONT-SIZE: 10pt; mso-fareast-font-family: 'Times New Roman'"> G[redacted], Michael [[redacted]@remingtonhotels.com] Sent: Monday, November 16, 2015 10:58 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

Dear Revdex.com,
-General Manager  Jeff b[redacted] sent a email to [redacted] and  made their apologies, provided feedback on what he found and explained that he felt a one night credit of room and tax was more commensurate...

with this situation. He did tell him they needed to wait for the chargeback that he processed from [redacted] to come to the hotel so that they could make the proper adjustments and respond to [redacted] accordingly. offered for him to contact him directly if would like to discuss further. He informed him he would follow up with him personally once the chargeback was completed on their end.
Regards,
Diane K[redacted]
Mr. Marriott's Office of Consumer Affairs

I called and spoke with [redacted], apologizing and advising him as a gesture of goodwill, Lynne S[redacted], General Manager contacted [redacted] and had them reverse the charges for the guest.

I sent a direct bill authorization to the hotel for the remaining $100 to be credited to guest. Left voicemail for guest explaining decision and providing phone number if she'd like to...

discuss the issue.
[redacted]
Corporate Liaison
Mr. Marriott’s Office
Phone: ###-###-####
Email[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]

[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 this. Had they been effective from the very first point of contact we would not have had this issue. 
Regards,
[redacted]

Dear Revdex.com

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Spoke to guest and apologized for all problems that arose at the hotel and gave her the 5000 Marriott Rewards point she was requesting.  Guest satisfied.
 
Kind Regards,
 
Diane K[redacted]
Corporate Liaison
Mr. Marriott’s Office