Courtyard by Marriott

July 2, 2014

[redacted]

Via Email: [redacted]
Dear [redacted]:
Thank you for contacting the Revdex.com regarding the rate error on your reservations at the [redacted] Courtyard. We continue to appreciate your comments.

Within the Marriott website under “Terms of Use” there is a disclaimer regarding typographical errors that states:

“Marriott information may contain technical inaccuracies and typographical errors, including but not limited to inaccuracies relating to pricing or availability applicable to your transaction. Neither Marriott nor [redacted] assume responsibility or liability for any such inaccuracies, errors or omissions, and shall have no obligation to honor reservations or information affected by such inaccuracies. Marriott and [redacted] reserve the right to make changes, corrections, cancellations and/or improvements to Marriott Information, and to the products and programs described in such information, at any time without notice, including after confirmation of a transaction.”

As you are aware, we discovered that human error resulted in a number of reservations being made at the hotel for incorrect rates. Unfortunately, your reservations were among those affected. Again, I apologize for any inconvenience this may have caused you. Your reservations were at the incorrect Stay for Breakfast rate of $19. The proper rate for the room you reserved is $109. We are unable to honor your reservation at the initial rate reserved; however, as a gesture of goodwill, we offered you the special discounted rate of $74 per night for room only or the Stay for Breakfast rate at $84 per night.

[redacted], per your email dated May 29, 2014, I cancelled your accommodations; however, I am willing to reinstate your reservations at the special discounted rate of either $74 room only or $84 including breakfast for up to two adults and two children under the age of 12 per room. Please let me know if you would like to accept our offer.

Regards,

[redacted]
Liaison, Mr. Marriott’s Office
Phone: ###-###-#### or ###-###-####
Email: [redacted]
Facsimile: ###-###-####

This communication contains information from Marriott International, Inc. that may be confidential. Except for personal use by the intended recipient, or as expressly authorized by the sender, any person who receives this information is prohibited from disclosing, copying, distributing, and/or using it. If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law.

[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:Sara has never spoken with me, therefore, she is unable to make an appropriate determination of any course of action because she is being given information from one source. She didn't try to reach out to me either. No one has from Marriott despite promises to do so.  They are creating lies in an effort not to return my money and that will be addresses in court with a judge. They should be held accountable for their actions and they are not. Instead, they are hiding behind computers and telephonez, deflecting and telling lies as they go along, to perpetuate a false sense of help and understanding. NO ONE has done anything for me as a favor- I was not made aware that I was double charged because I supposedly checked out late until TODAY. Hence me saying they make up things as they go along. I hope no one patronizes this place. It's full of fake people with no morals that lie and refuse to be accountable. 
Regards,
[redacted]

Review: I first want to start off with saying, the hotel and the service was great at the time of visit. The front desk was extremely friendly and helped us out with directions and recommended us to popular settings, since we were visiting Pittsburgh for the weekend.I was aware of the hotel charge, which I happily agreed to pay. What I didn't realize was that they charged me an additional $241.96 plus an extra $70, along with my stay. I was not informed, did not get a call/warning, for any of the charges, but my stay. When I called to find out the reason for these charges, I was told that it was due to the smoking fees. I explained to them, continuously that we DID NOT smoke in the hotel. I explained to them my husband had a cigar with him, and he had brought it, but he did NOT smoke it in the room. We were in town, to see the Steelers vs. Colts game, and my husband brought it along with him to the stadium. I was not aware of the smoking policy, but regardless, we knew that it was not okay to do so in the hotel, so he DID NOT. They say they have evidence, but the evidence does not PROOF that we were smoking in the hotel. The manager stated that the room smelled like smoke, but that was due to left over cigar my husband had kept from the game. He had previously smoked it while we were out at the stadium but did not finish the entire cigar. He placed it on the table, and we went along our night and simply checked out in the morning.There was tobacco products in the room, yes. But we DID NOT smoke in the room. There is no reason one should be charge $311 for something they did not do.The smoking policy of Marriott doesn't say there are no tobacco products allowed in the hotel. It just states it's a smoke free room. I've contacted the manager, and the GM, and the GM has already confirmed that we will not be refunded back. What I thought was a great stay/experienced turned out to be extremely inconvenient for me. I think it is only fair that I get my money back.Desired Settlement: I would like to get my money back refunded back to my account because the hotel policy doesn't state that there are no tobacco products allowed in the room. The terms and policy states that smokers are allowed to step outside to smoke if desired.

I had a reservation. They overbooked and put me in a flea bag hotel instead. The Marriott policy says they have to compensate me $100, they have not.A good friend of mine recently passed away. Costs to travel for the funeral were expensive - last minute flight, hotel, rental car. I planned to meet up with another friend who was also flying in and offered to get the hotel with my Marriott Reward points. I booked the Marriott Courtyard at the Memphis Airport for September 17th & 18th. My flight through Chicago was delayed so I called the hotel to let them know that my guest would be checking in before me. They verified the name and told me everything was fine. When I landed in Memphis at almost midnight, I immediately discovered from my guest that the hotel had overbooked and was not honoring our reservation (and apparently those of several others). They told her they were putting us at the Days Inn and told her she had to WALK. She said she couldn't even see a Days Inn... No wonder, because when I looked it up - it was 6 miles away!I called the Marriott Rewards line and they said the location was still taking reservations and put me on hold to check on it. they came back and said the hotel was overbooked and there were no other Marriott locations with rooms available. They told me that the policy was that they had to pay to put me at another hotel AND compensate me $100. The policy is online here: https://www.marriott.com/rewards/member-benefits/guarantee.miHad the hotel TOLD me there was a problem when I called 5 hours earlier I could have made other arrangements. Now it was midnight, there was no management at the Courtyard to answer for the situation and I had little choice. I asked that the Manager call me first thing in the morning. We got a rental car and went to the other hotel. The hotel they put us at was disgusting it smelled and the bathroom was covered in mildew. They had made what was already a very difficult trip even worse.The next day we wanted to change hotels and get checked in before the funeral. While someone did call, it was not the Manager or even the Asst. Manager and they did not get a room ready for us until the afternoon. In the evening, after the funeral we went to check in. The person who had called me in the morning greeted me and gave us a free appetizer in the bar since they were unable to get us into our rooms earlier. Still no Manager or Asst. Manager anywhere. I reminded her of the policy and she said they would have to send me a check, and she verified my mailing information. It is now November - almost 2 months later and they have not sent me the $100 compensation check per their policy.I would like the payment, per the policy, and I would like a written apology from the management for the situation. They could have informed me of the issues earlier in the evening when I called. They could have stayed to assist guests rather than leaving a single employee with no authority and no idea what was going on. The management needs to take responsibility and I ASKED that the Manager call me and they never did. They also have not compensated me per the policy. Desired SettlementI want the $100 compensation per the policy and an apology from the MANAGEMENT of the Marriott Courtyard Memphis Airport.Business Response Good morning [redacted], Per our conversation yesterday. We have resolved the issue with our guest [redacted] and with Marriott Customer Care. Please see case number below. Thank you for your help in this matter. [redacted] General Manager Courtyard by Marriott Memphis Airport T: 901.396.3600 F: 901.332.0706 [redacted]@marriott.com

I was charged an unauthorized 250.00 on my debit card.I checked in to the Courtyard Marriott in Memphis Tn near the airport on the dates of Nov 14-16 2014 upon my arrival everyone was very nice. When I checked out and got home I reviewed my bank account only to notice that the Hotel charged me 479.00 for the room. I was in total shock so I then called the hotel and was told that an charge of 250.00 was autorized on my card for smoking in the room. I proceeded to tell the person that there was not any smoking in the room. My room had a patio that was located right in front of my vehicle which was parked outside where I used the patio to walk to my car to smoke from time to time. I told the clerk that it was smoking in the car and outside on the patio. Then the person tells me that there a certain area of the hotel that you can smoke which I wasnt made aware of durning check in. I then asked to speak to a manager and I was told I needed to speak with house keeping because they have pictures. A whole day has went past and I still did not hear anything from the the manager nor have a seen these pictures that the hotel is stating they have. So then I call again the and Manager starts to tell me there is nothing that can be done because in the state of TN there is no smoking in public places which sounds crazy to me. Then I am told that the pictures will be sent in an email, that I still have not received. After getting no where with the Hotel I call the Corporate office at 9301.380.300 apeak with an [redacted] and he states that he will file a complaint but he has no clue what the policy is for that hotel because he has never stated there. That also left be confused and angry because at a corporate office you should be fully aware of the policies of your businesses. I still have not heard anything from the hotel or corporate office. Which has left me to file this complaint with you'll. Any assistance in this matter will be greatly appreciated Desired SettlementI would like a refund of the $250.00 that was charged to my card that was not authorized Business Response We are a non smoking hotel, that fact is communicated on our web site,reservation information, key packets, signs on the door. Someone had smoked in the room that required extensive deep cleaning to remove the odor for the next guest. Our guest protested the charge on the credit card. We presented our evidence to the bank and they upheld the $250 charge. We've communicated with our guest on a regular,timely and professional mannor.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The Courtyard does not disclose any informatiom stating that they assumed someone was smoking..They are not being truthful about providing the bank with solid proof that someone was smoking in the room. I called my bank and explained that the hotel took the charge due to them believing someone was smoking and they explained that they had to authorize the charge due to it being more of a billing issue with the Hotel. I asked on several occasions for the hotel to provide proof that they found something in the room showing that someone had smoked. They said they could not provide me that information because their was pictures taken on a personal cell by the cleaning supervisor.So if that is true how and what kind of proof did they send to my bank. Also when talking to my bank they advised that the 250 charge was authorized the day of check in and that is my issue. I was not even checked out of my room before they submitted the charge. If they cannot provide me me with the proof like they provided my bank I feel as if the charged was authorized by personal opinion because I know for a fact their was no smoking and with that being said I would like be reimbursed my 250.00

Review: I checked in Courtyard by Marriott in Parsippany, NJ on Sunday, April 12, 2015. The guest service representative was very friendly and informative. Upon checking in, I extended my stay for another day. I used Friends and Family Rate for my original reservation and I was told by the guest service representative that my rate would remain the same ($79) for extending my stay. Upon checking out, there was a discrepancy on my invoice. I was charged $79(friends and family rate) for one night and $249 for the second night. I wouldn't have stayed 40 miles from city center to pay $249/night if the guest service representative had advised me that my rate would change. I have made several calls to resolve the issue with the manager[redacted], but have not heard back from the management. Every time I spoke with the manager, I was told to either wait a day or two and that he would personally call me back. From April 13th until today, June 6, 2015, I have not received a single call back from the manager. I gave up and finally called the Marriott Customer Care Center and I was told that the issue would be resolved within a week. 10 days later and no response from the customer care center either. I used to work for Marriott myself and I know that this is not the standard of care. I'm not sure what to do anymore. They are just sweet talkers but do not do anything to resolve the issue!Desired Settlement: I would like to be refunded for one night's stay

Review: reserved a room at Marriott Courtyard at [redacted] Stadium. Originally quoated a price of $159 per night and durning the phone reservation process the representative hung up the phone (11:30am on 9/25) called back and said there was no availability. Booked later at $219 a night. Website advertised newly renovated facility and when we arrived we learned the renovations were in fact not complete. The bar area had not reopened since the renovation. As a result people were hosting parties inside the hotel rooms and my family couldn't sleep. We were verbally threatened by the party across the hall and cursed at repeatedly for asking for quiet. I called hotel security and no one came. I then called the police before I received a visit. The "detective" and security were going to investage the situation and come back. By this time its 11:30 at night and we had to be ready to leave by 5am. No one returned as promised and the noise continued.

Business

Response:

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

Review: On September 16, 2013, I was informed via an e-mail by an employee of this hotel that I was banned from staying there. He did not indicate a period of time for this banishment, which leads me to believe it is for the rest of my life. He claimed that I attempted to buy alcoholic beverages for female associates and that I was harassing them, but that is patently false. I would never do anything to put anybody's employment in jeopardy, let alone at this hotel, where I had enjoyed nothing but pleasant stays for five years. The ban has caused me a great deal of emotional pain. I have cried many times over this situation, and I have been seriously depressed on many occasions. I often travel to [redacted], and every time I'm here, I must do all I can to avoid even passing by this hotel, because I'm afraid it will cause a very negative reaction.Desired Settlement: I would simply like to be able to stay at this hotel again. I am willing to issue an apology, even though I believe I did not do anything wrong. And I would like to be accorded my full Marriott Platinum Premier privileges if I am allowed to stay here again.

Business

Response:

Hotel general manager emailed [redacted] with his response:

Good Evening [redacted],

Review: I stayed at the Marriott on 7/26/14. I was charged twice on my credit card although I only stayed in one room. I called [redacted] location and was told by the AGM Peter D[redacted] that I would receive a call back. I did not within 2 days so I called again and left him a voicemail. I did not hear back so I called Marriott customer service on Sunday, August 10th. I was told that the [redacted] Marriott would be contacted and the problem resolved. I have not heard back from anyone at this point.Desired Settlement: I would like the overcharge removed from my credit card, and compensation for the hours I have spent on the phone attempting to correct the Marriott's mistake.

Business

Response:

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

Consumer

Response:

[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.]

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,

Review: I was traveling through [redacted] the first weekend in December of 2013, had to pull off due to the blizzard/ice storm that was moving through. I checked in around noon on Dec 8 and left around 6am on Dec 9. A couple weeks ago I noticed an additional charge of $250 on my credit card, I called and was told I was charged that for smoking in the room. I do not smoke, I did not smoke in the room. I Have gone back and forth with the hotel for two weeks now about this, they told me they came to my room to investigate and I didn't answer the door so they let themselves in and smelled a strong odor of smoke, and the next morning the housekeeping crew saw ashes on the bathroom sink. I was in my room from noon on Dec 8 until 6 am on Dec 9, they did not come to my room, nor call my room. I did not sign for a $364 room, I signed for $120 room. I have read other reviews from other travelers since this incident saying the same thing has happened to them. They should not be allowed to take advantage of people like this. I do not make a ton of money, and I was not planning on spending money on a hotel room that day, but the weather made me do so. They have decided they will give me a refund of $150, but that is not acceptable, if I had smoked in the room fine, but I didn't and I shouldnt be treated this way!Desired Settlement: I would like a FULL refund of $250 back onto my credit card and I want the hotel to know that they can't just randomly charge innocent people for things they did not do. I want it known to the hotel manager that I brought this to your attention and that I will keep putting the word out about they kind of scams they are trying to pull.

Business

Response:

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.

Corporate Liaison

Mr. Marriott’s Office

Phone: ###-###-####

Email[redacted]

Consumer

Response:

[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]

Review: [redacted]

Review: My complaint involved an authorized lodging charge by the hotel. I paid one amount upon checking out of the hotel, but dates later upon looking reviewing my credit card statement, I noticed an additional charge for a date that I did not stay. This charge was not brought to my attention by the clerk upon checking out of the hotel. Once the hotel get your credit card number, they can charge whatever they wish without your consent.Desired Settlement: I want $178.54 refunded to my credit card statement.Make your customer aware of a charge during checkout instead of charging the account days later. Have a mutal agreement. Just because your computer doesn't provide certain information to your employees, don't surprise the customer with unauthorized charges later and expect me to understand the miscommunication and pay for your incompetency.

Business

Response:

The guest checked out just before midnight and did not realize she would be charged for that night because she had not checked out at noon; however, the night auditor did not advise her of this and provided her with a receipt which did not show the extra night charge. We have reached out to the guest via telephone to explain why she was charged and apologize she was not informed. We had refunded the extra night as a goodwill gesture and will use the oversight as a training opportunity for our team.

Review: I checked into the hotel on April 1, 2013, into a room on the second floor. That evening, I received a call from the front desk, letting me know that renovations on the third floor had been completed. I accepted an offer to move up to one of these rooms for the following evening. When I returned back to the hotel on the evening of April 2, 2013, I stopped at the front desk to get a key to the room on the third floor. I then stayed in the third floor room the next two nights, checking out the morning of April 4, 2013. After the stay, I received an amended bill with an additional room charged of $20.80, with an additional state occupancy tax of $1.25, a room tax of $0.22, and a city tax of $1.10. When I called to inquire about this charge, I was told that the charge was for a missing hairdryer identified by housekeeping on April 4, 2013, from the room where I had stayed on the third floor. At no point in my stay in either room did I use a hair dryer or even look for one, so I unfortunately cannot confirm whether there was even a hair dryer present when I first arrived. To my knowledge, other than hotel staff, no other individuals had access to this room during this timeframe. While I am not a frequent traveler, in none of the hotels I have stayed at have I ever stolen anything, been accused of such, or been billed for such activity.

Product_Or_Service: Hotel Stay

Account_Number: Folio #[redacted]Desired Settlement: DesiredSettlementID: Refund

From my perspective, I'm being billed for a good that I never requested nor received. I would like a refund for the $23.37 of additional charges.

Business

Response:

Hotel's GM Adam Hill spoke with guest and apologized. He is refunding the additional charge to the guest as requested.

Liaison, Mr. Marriott's Office

Phone: [redacted]

Email: [redacted]

From: [redacted]

Sent: Tuesday, May 28, 2013 2:51 PM

To: [redacted]

Cc: [redacted]

Subject: RE: Marriott Customer Care Issue - [redacted] - [redacted]

Review: I stayed at this hotel two nights (6/20 & 6/21). I used vouchers I had received from my employer for a "free weekend" at this hotel. The hotel charges and breakfast charges were included in this free package. Upon check-in I was told they needed a credit card for incidentals so I gave them one as they assured me nothing would be charged to the card. After I returned home, I found that all of the charges (breakfast included) had been placed on my credit card as a "temporary hold". This temporary hold made it impossible for me to use my credit card. I called the credit card company who told me the hotel would have to remove the charges from my card. I called the hotel who told me the charges would be removed within 5 days of my check-out. Today is the 11th day since my check-out and the charges still have not been removed from my card. The credit card company said the hotel has not contacted them to remove the charges, and that the temporary charges will automatically be removed after 30 days if the hotel does not contact them...which means I cannot use my credit card for an entire month! I earned a free trip from my employer but because the hotel placed a temporary hold on my credit card, I cannot access my funds for 30 days. This is completely unacceptable.Desired Settlement: I would like for these charges to be removed from my credit card immediately! And a sincere apology for all of the stress my "free" weekend has caused would be nice as it was all BUT relaxing knowing I couldn't use my credit card while I was out of town...and still can't use it now that I'm back home. I would also like to know that other recipients of these free vouchers won't encounter the same issue that I have.

Business

Response:

From: [redacted], [redacted] Sent: Tuesday, July 15, 2014 11:59 AMTo: [redacted]Subject: Your stay in [redacted] GAGood Afternoon [redacted]!I left you a message a few weeks ago in regards to your past stay at the Courtyard [redacted] Midtown. Again, please let me apologize for the inconvenience you experienced. The fact that you won a complimentary stay with us should be a positive experience, not a negative one as it has been for you. As per my voicemail, your credit card was not charged with us, just authorized for your stay. Most credit card companies release this hold 3-5 business days after you check out. According to your recent statements, your bank has said it will take 30 days. I’m more than happy to conference call with your bank to see how we can work together to release those funds sooner. Please feel free to contact me at your earliest convenience so we can get this matter taken care of. You can also reach me via cell at ###-###-####. Thanks and have a wonderful day![redacted]General ManagerCourtyard [redacted] Midtown[redacted] GA [redacted]###-###-#######-###-#### faxwww.marriott.com/[redacted]

Review: On May 8th 2014, I reserved 2 rooms at Courtyard [redacted] Hotel in [redacted], VA. Later on, I received confirmation email with confirmation number [redacted]. On May 28th, which is 20 days later, I received an email from a customer service agent named [redacted], telling me that they can't offer the price for my reservation due to the human error. After explain to them that I have already scheduled everything, including booking the airline tickets. And it is their problem to notify me after 20 days. Then the customer service threatened they will charge me a much higher price with no refund if I do not cancel the reservation.Desired Settlement: I would like to have my reservation back for the date I booked.

Business

Response:

July 2, 2014

Review: I called on 9/13/16 and made a reservatin for two rooms for an overnight stay in Pennsylvania. I checked in and paid for one room, in which that is what the bill stated upon checkout on sept14,2014. On 9/22/2014 when the charge finally posted, Marriott had charged me for two rooms forty three dollars each. My sister who the other room was reserved for, checked in and they swiped her card for payment however, upon research they never charged her card and charged mine. I called and spoke with Danielle D[redacted], who attempted to tell me that until The other patron who happened to be my sister, paid for the room they would not refund me. If they had not known that my sister was the person the room was reserved for, they would have to recoup that money on their own. I am not responsible if the desk clerk did not swipe the other card for payment. I occupied 1! room that I paid for, I will not allow them to hold my money hostage, despite the amount being large or small. In any other situation that would be their error and they would have to get the money from the other patron. They are putting the work back on the customer which by any standard is unacceptable. The GM Melena D[redacted] advised me when I clled back for a resolution that I should not call the hotel ever again. She advised its only 43 dollars and she has other guests to attend to. When I asked Ms. D[redacted] how and when this isue would be resolved, she advised me she does not have to tell me anything and to stop calling back. I was humiliated and dismissed based ont ethe fact I received a discount rate for the room I rented. I just want the money that the courtyard at Marriott stole from me legitmately. That they have not refunded me as of yet, and will not take my calls.Desired Settlement: I would like the $43.96 refunded for the room , I DID NOT RENT, and I would like the overdraft fee of $35.00 dollars charged to my checking account for the double charge, that overdrafted my account.

Business

Response:

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

Review: I stayed at the Marriott [redacted] when I attended the [redacted] Leadership Conference. The conference started on Wednesday, September 25 and ended on Friday, September 27. When I checked in on Wednesday morning, I completed the tax exempt form for the city of [redacted] because I am a Federal employee. I am a veteran and I work for the Department of Veteran Affairs. The front desk clerk,who checked me in, received and accepted the form and then gave me a copy. Approximately one month later, I was notified via email that I had requested a billing adjustment. I NEVER requested a billing adjustment. They charged my credit card $49.89, without my consent, for the taxes. I should have been informed prior to the billing of my credit card that there was an issue. My credit card should NEVER have been charged for the taxes without my consent. This is incredibly poor customer service and a horrible way to conduct business.When I received the email, I immediately contacted the [redacted] Marriott [redacted] at ###-###-####, and I was told that the matter would be looked into and they would contact me via email. I was NEVER contacted. Then I emailed the hotel at [redacted] and once again, I NEVER received a response.Desired Settlement: I want my credit card to be credited in the amount of $49.89 for the room taxes. I completed the tax exempt form for the city of [redacted] when I checked in to the hotel. The front desk clerk ,who checked me in, received and accepted the form. My credit card should NEVER have been charged for the taxes.

Business

Response:

Our Accounting Department has spoken to **. [redacted] and explained to her that she did not fill out the correct form and that required information was missing. We have submitted a refund however a form must still be completed by her. Please contact me if any additional information is required.

Thank You!

[redacted], Executive Assistant

[redacted] Marriott [redacted]

###-###-####

Business

Response:

Dear [redacted]:

In regards to your inquiry, we are happy to hear that the hotel Assistant Director of Accounting, [redacted] contacted you on November 19 apologizing for the charge. She advised you that the $49.89 would be refunded. A subsequent email showing the credit was emailed to you. Please let us know if you have any further concerns regarding this charge.

Sincerely,

[redacted] / Corporate Liaison / Mr. Marriott's Office

Review: I was a guest at your hotel, Courtyard by Marriott in [redacted], [redacted] Virginia, between the dates of Friday, March 28 and Monday, March 31, 2014. I was staying in room [redacted] with [redacted]. I was an acknowledged guest at your hotel. When I arrived at your hotel, there was no parking in front of the building. I went inside and talked to your desk clerk, [redacted], and she nonchalantly directed me to “go out there, make a U-turn, and park under the building”.

When I went “out there” there were no signs directing me as to where I should park. I made the only obvious U-turn (to the left), encountered an underground parking garage, and ended up parked under the [redacted] condominium. There were no signs adjacent to the [redacted] parking, either inside or outside the garage, indicating that it was for condominium residents, and I had no idea where I was, really.

When I went to leave the hotel on March 31, I found that my car was gone. An attendant at the condominium searched the garage, and eventually I found out that I had been parked in the wrong place, but nobody had any idea where my car had gone and they directed me to go back to the hotel. I again encountered [redacted], who nonchalantly informed me that my car must’ve been towed, but she had no idea where it might be. She showed no sign of interest or compassion and made no attempt to help me, and I had to call the police in order to locate my car.

This incident left me with a bill for towing and storage from **’s towing for $225. I lay the fault on your hotel since your desk clerk did not make an attempt to direct me clearly to hotel parking, and there are no signs on your property directing hotel residents where to park in your underground parking lot. I have documented this fact with photographs. There was also a charge of seven dollars for me to take a taxi from the hotel to **’s towing.Desired Settlement: I would like to be refunded $237 for the towing bill, plus taxi fare to get to my car to refund it.

Business

Response:

This is the emailed response that was sent to the guest addressing her concerns on 04/15/2014, by General Manager, [redacted]:

From: [redacted], [redacted] Sent: Tuesday, April 15, 2014 2:43 PMTo: [redacted]Subject: Towing Bill

Review: My fianc and I booked a stay at the Courtyard Marriott [redacted] hotel using a voucher we purchased at the [redacted] Fundraiser back in 2012. We called the number on the voucher and were than forwarded to a customer service employee to help us book our stay. The weekend we asked for, January 18-20, 2013 was available and to use the maximum of our voucher, which was $358, she booked us two nights in a suite. She also asked for the voucher number, which I gave.After our stay at the Marriott, our bank account was charged the full amount of the stay, $357.78. After calling, speaking to the manager [redacted], and asking for a refund, stating that we had been charged for a stay when we booked using a voucher. They said they could not refund us because when we booked, we did not book with the right people, we should have called the number on the front of the voucher (which I had done). After several messages with the manager, [redacted], of the hotel, we were told that if we had the voucher or could prove through the [redacted] that we had bid and won the voucher, that they would then refund our bank account. We did this. [redacted] contacted the hotel and confirmed that we had purchased the voucher. The Courtyard Marriott then stated they would refund our account. A few hours later we got another email stating that their general manager, [redacted] took back what they had said about refunding our money and they were not going to because according to them we didn't book it correctly. We followed the directions on the voucher, called the number that was given. From there we were forwarded on to customer service to book our hotel stay. This has been a nightmare because not only did we pay the bidding price of the stay, we were then charged the full amount of the hotel room stay. After being told we would receive a full refund, that was then taken back as well.What company undermines the customers when this was all done for a good cause?!Desired Settlement: We are asking for a full refund for the hotel stay of $357.78.

Business

Response:

Hotel responded to the guest via email explaining that they did not receive the voucher at check-in but they have still refunded the full amount of the charges.

From: [redacted]

Sent: Tuesday, April 02, 2013 11:48 AM

To: [redacted]

Subject: Re: Your Marriott Customer Care Issue

Review: When checking into our room, which was already paid for by my mother through [redacted].com, I was asked to give a credit card for a $40 pending transaction to cover "incidental" fees should there be any after checkout. Without my knowledge they ran my card an extra time for $120. They admit they have made a mistake, but can do nothing for me being a Holiday weekend. This is my money and I would not even be staying in this city without the $120 they have put into limbo without my permission. I don't have acess to my funds to even enjoy the Holiday weekend with my family and the reason I came here, or even by food or drink for my family. I can't even buy milk for my 18 month old son, that is why this has become a health issue. This entire trip has been ruined, and now I'm not quite sure how to pay for gas to get home.Desired Settlement: I would like a $40 credit to my account after all pending charges are removed, and I would like 2 complimentary nights at any Courtyard Marriott in the country plus an allowance for room service or other amenities. I feel this is a completely fair settlement given the pain caused by this mistake and the unwillingness to correct it with haste when it was needed.

Business

Response:

letter sent to guest by General Manager Aaron K**:

From: Aaron K** To: '[redacted]'Subject: Your Recent Stay

Review: Courtyard by Marriott

[redacted], VA [redacted] GM [redacted] ###-###-#### Ext. [redacted]

Stay- 7th and 8th

On 10/8/2013 ‘Someone’ entered our room while we were out. Up-On return a used, [redacted] Kotex was noticed lying on the sink counter of the bathroom next to my toothbrush and ALL of my wife’s make-up.

My wife summoned two housekeeping associates from the hall and showed them the [redacted] Kotex and was met with accusatory stares of disgust. One then removed and flushed the [redacted] Kotex.

My wife called the front desk and explained the situation. The front –desk attendant said she would have the manager call us.

Ten minutes later the housekeeping supervisor knocked on the door and asked my wife to show her the [redacted] Kotex. She explained the associate flushed it. “Sorry for the inconvenience.”

Thirty minutes later my wife and I went to the front desk to speak with the manager. The attendant explained that the manager was in a meeting regarding this situation. We would have to wait.

[redacted]? Half-Heartedly apologized and offered to” buy us dinner”. No. “Cocktails”, no. Breakfast? What else could we do? I was disgusted and we went to the room. NO-ONE had offered to clean! I asked!

As we were leaving I asked to speak to the manager again. I explained we were not satisfied and I would like to take up the matter with someone else. She gave us a card, [redacted]. I could not reach him.

I called customer care. The person I spoke with wanted my Marriott Rewards number. I asked if it was needed to file a complaint. I asked to speak to a supervisor.

The customer-care supervisor noted my complaint and said she would notify the Hotel’s General Manager. She took my contact information so the manager could call me. (My cell phone)He did not.

On 10/9/2013 At 3:29 A.M. I awoke and went to the bathroom. A piece of paper was on the floor. This was a notification that $1.60 was charged to our card. (My attempts to call **. [redacted])

Around 8:45 we went to have the Breakfast the night manager had offered us. A Menu was offered with our Limited options. I had a brown banana and my wife had a bowl of cereal.

We went to the front desk and asked for **. [redacted], whom ‘talked’ to us in lobby. He took a phone call during our conversation. **. [redacted] said he was willing to comp. one night’s stay. We would not have stayed two nights had we had other options.

My wife asked for the entire amount. **. [redacted] declined. I asked if he wanted his name attached to this incident. He replied, “I’m comfortable with that.”Desired Settlement: I would like a Full refund.

Business

Response: