Courtyard by Marriott

Review: Marriott offers a "Marriott's Look No Further(SM) Best Rate Guarantee" if a lower rate is found on another website. I found a lower rate and filed a claim per their procedure. They then had that website remove that rate and Marriott said that since it was no longer available on that website ( [redacted].com) they would not honor their guarantee. I have a copy of the page from [redacted].com showing the rate offered as evidence that it was available.Desired Settlement: I want them to honor their guarantee and give me the rooms at the rate listed and the additional 25% discount that their guarantee promises.

Business

Response:

According to the Terms and Conditions of Marriott's Look No Further(SM) Best Rate Guarantee, Marriott will verify a guest’s claim within 24 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 [redacted].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 [redacted].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.

Review: [redacted] at the bar charged me more than twice the amount for bottled water. When I showed the manager on duty the day of May 11, 2014, the manager with glasses, he tried to strong arm me as if it is "Ok" and I should basically accept the poor customer service. I do not appreciate the staff using their customers to supplement their income, and I did NOT appreciate the manager trying to force me to accept the "mistake" [redacted], however, was very very helpful and I commend her for her service!Desired Settlement: Better customer service training for the manager, and the barkeep "[redacted]" No one has to "Accept" money mistakes. I would like the share holders know that as a member of the Department of Defense, we will use this information to advise our employees not to use this hotel in the future.

Business

Response:

General Manager [redacted] telephoned the guest to apologize. **. [redacted] accepted the apology and agreed to telephone the GM the next time he is in the area.

- [redacted], Corporate Liaison, Mr. Marriott's Office of Consumer Affairs

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]I am rejecting this response because:

My marriott rewards number is [redacted]Regards,[redacted]

Business

Response:

**. [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.

Review: I had reservations for 8 weeks to stay here. I had no real issues until my 7th week. I made reservations in February 2014 with the sales department for our group, confirmed the government rate via telephone of $85 and we all began our stay a few weeks later. We stayed week after week without incident. One of my colleagues needed to also stay 8 weeks and I suggested she stay where we were. She contacted the hotel and was told the rate was $170. I sent an email to the GM and asked about her getting the same rate and he replied that "I am in business to make money." Obviously, we are government workers and can only stay at approved locations and this WAS an approved location. I blew off his sorry attitude and she called The [redacted] and got a room with them. The following week when I stayed, everything was the same, my bill was slid under the door on Friday. I just picked it up and put it in my bag and went on to work. I left town and on Saturday as I was filling out my travel and mileage, to my amazement, I was charged $170.00 a night. When I called to have the charges removed, (fully believing they would) the general manager told me, we do not offer the $85 a night and no one that week was allowed to stay at that rate. This was a complete lie as my co workers stayed at that rate ([redacted] is one person that I know who stayed right next to me and only paid that rate). The charges were never removed. The manager was completely disagreeable about it. As it see**, the GM can completely do this to you unless you have a signed agreement. I would be very careful staying in this location. They are extremely unprofessional. I have traveled for 30 years and have never had a hotel or anyone in the travel industry behave so poorly. I ended having to pay the difference of 400 out of my pocket.

Product_Or_Service: $425 + taxDesired Settlement: DesiredSettlementID: No settlement requested - for

I would obviously like a refund but I am quite sure that will not happen. If it could, I would be so grateful. On the other hand, I believe their unprofessional practices should be made aware of.

Business

Response:

Copy of email sent to guest as follows:

From: [redacted], [redacted] Sent: Wednesday, May 28, 2014 10:53 AMTo: '[redacted]'Subject: Marriott Response