Courtyard by Marriott

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, Mr. Marriott'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]

From: [redacted] [mailto:[redacted]] Sent: Wednesday, April 27, 2016 12:40 PMTo: Erin B[redacted]Subject: Re: Courtyard and Residence Inn Austin Downtown StayFantastic, thank you Erin. I'm very happy that this issue has come to this conclusion, this is...

what I had hoped would happen with a company with a reputation as strong as Marriott's, and I'm pleased that it has. Thank you for your assistance and have a great rest of the week.Sincerely,[redacted]On Apr 27, 2016, at 12:28 PM, Erin B[redacted] <erin.b[redacted]> wrote:Good day Mr. [redacted]. Your letter to the Revdex.com has been referred to me for a response.  I am sorry to hear how you were charged.  While we did rebate other guests for noise disturbances on your floor, I see no obligation by you to offset this cost nor do I see language in your group contract that would indicate that you are liable for this charge. I will have the $269.54 charge reversed asap.  You should see a credit to your account within 48-72 hours.  Again, I apologize for the hotel charging you in this manner.  Please let me know if you have any further questions or concerns, Take care,    Erin B[redacted] | Dual General ManagerCourtyard & Residence Inn by Marriott Austin Downtown | Convention CenterFeaturing [redacted] Restaurant & Sports Bar & [redacted] Coffee Shop[redacted] | Austin, TX 78701 | p – ###-###-#### | f – ###-###-####Erin.b[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]

Hotel is unwilling to refund the $100 Pet fee.  I spoke with the guest offered our apologies and provided him with 35,000 Marriott Rewards points as a gesture of goodwill.  Guest accepted.

[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 response. If 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 4:30 AM.on July 3rd.
 
I will wait for the follow up  response to 2 nd request before responding to above.
 
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.  They truly stepped up their service and I am appreciative of the actions taken by the manager, Bobby.  Thanks also to Diane for helping me contact the Marriott.
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,
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 it.
Feel free to contact me directly if you need any more clarification or assistance to close this.
Thanks,
Kim P[redacted]
###-###-####
Kim.P[redacted]

Dear Revdex.com, Guest has been compensated for two nights $225.72 and had received 5000 Marriott Rewards Points for the service issues. The 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 alone. Marriott will be supporting any decision made by the insurance company.
 
Kind Regards, Diane K[redacted] Corporate Liaison Mr. Marriott’s Office

Hotel has agreed to issue a refund of the $250 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.

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

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 $50 rebate to her credit card that was left on file. At this time we are unable to honor Ms. [redacted]' request of a full refund.  As a gesture of goodwill, Mr. Marriott’s office has added 15,000 rewards points to your Marriott Rewards account, to use towards a future stay at a category 1-3 Marriott hotel upon availability.  Please know your business and your loyalty is important.
 
Thank You,
Washington DC/Embassy Row Courtyard

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 attention. Why 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[redacted], offered [redacted]:
To provide a check for the $180.00 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.

I have telephoned the guest to apologize.  In addition to the 10,000 Marriott Rewards points already provided, we are sending the guest a refund check in the amount of $125. 
- Sara T[redacted], Corporate Liaison, Mr. Marriott's Office of Consumer Affairs

hotel's General Manager has responded to the guest offering her a $50 Marriott Gift Card.
 
From: G[redacted], Michael [[redacted]@remingtonhotels.com] Sent: Wednesday, December 02, 2015 1:04 PMTo: [redacted]Cc: C[redacted], DebraSubject: Courtyard Louisville billing issue
 
[redacted],
 
I received your most recent note stating that my previous response did not benefit you in any way.  I apologize that this is the case and am prepared to send you a $50 Marriott gift card to be used towards a future stay at any Marriott property.  Again, please forgive us for the billing issue and I am glad that we were able to get it straightened out.  Please let me know what the best address is to send you this token of apology and I will send it out right away.
 
Regards,
 
--
Michael G[redacted]
General Manager
 
Courtyard by Marriott Louisville Airport
[redacted]
Louisville, KY  [redacted]
 
P: ###-###-####
F: ###-###-####
[redacted]@remingtonhotels.com

Dear Revdex.com,
 

size="3"> The CY Columbia Downtown at USC turned in the mouthpiece into their insurance company and the claim was denied, due to no proof the mouthpiece was lost.  At the request of the guest with paper work from the dentist the claim has been submitted a 2nd time. It will be approximately 2 weeks before the hotel hears anything.  This all happened when a transformer blew and the hotel was without power.  Guest has been compensated for two nights $225.72 and had received 5000 Marriott Rewards Points for the service issues. 
 
Kind Regards,
 
Diane K[redacted]
Corporate Liaison
Mr. Marriott’s Office

**. [redacted] has contacted me stating he meant to indicate the response he received from Marriott was satisfactory, not unsatisfactory.  I have added 5,000 Marriott Rewards points to his account in appreciation of his loyalty to Marriott.
- [redacted], Corporate Liaison, Mr. Marriott's Office of Consumer Affairs

Good Morning,
Hotel has shipped items to guest by FEDEX at the expense of the hotel.  Guest is notified and satisfied.
Regards,
Diane K[redacted]
Marriott Office of Consumer Affairs