Fairfeild Inn Boston

To Whom it May Concern,I am writing in response to the Complaint # [redacted] that was filed by [redacted] on November 11, in regards to refund and exchange issuesWe at the hotel property have dealt with this on a number of occasions and have attached forms from our Property Management System as well as email correspondence from Marriott Customer Care including replies to her issuesMs [redacted] checked in under her boyfriend's [redacted] reservation of [redacted] It is a Marriott brand standard that we get proof of photo identification and a Credit Card for incidental purposes before we check in any guestThe card she provided did declined times under the Reservation for [redacted] for the full incidental amount our Property Management System generates and have highlighted them on one of the attached formsOnly on the 5th try when we overrode our system to authorize $for incidentals, did the card process; that is highlighted in blue on the formOur staff was very empathetic and accommodating to her situation and did let her check in nonethelessWe also normally do not let anyone check in under a different name unless notedAlso for reservations made via [redacted] , we are unable to make changes to any of the booking information such as guest name, rate, length and etcMs [redacted] decided to pay with cash, which is highlighted on one of the forms also and only wanted to stay night off of the original night stay from [redacted] in Mr [redacted] 's nameWe were able to offer a rebate so she would not be charged for a night not stayed which is highlighted as wellUpon further emails and requests to look into this we did reverse the charges that were in question only for the incidental amount that did not declineWe notified Ms [redacted] that it could normally take 7-business days to reverse on the cardWe feel that we were very understanding on Ms, [redacted] 's needs and special circumstanceWe did do our part to try to rectify this as best we could, We also feel that this complaint is caused by a misunderstanding to booking policy rules from a third party site such as [redacted] and by our Marriott brand policy standards for guest check in procedureIf you would need anything else please do contact meThank you kindly.In the Spirit of Hospitality, [redacted] ***General Manager

To Whom it May Concern,I am writing in response to the Complaint #[redacted] that was filed by [redacted] on November 11, 2016 in regards to refund and exchange issues. We at the hotel property have dealt with this on a number of occasions and have attached forms from our Property Management System...

as well as email correspondence from Marriott Customer Care including replies to her issues. Ms. [redacted] checked in under her boyfriend's [redacted] reservation of [redacted]. It is a Marriott brand standard that we get proof of photo identification and a Credit Card for incidental purposes before we check in any guest. The card she provided did declined 4 times under the Reservation for [redacted] for the full incidental amount our Property Management System generates and have highlighted them on one of the attached forms. Only on the 5th try when we overrode our system to authorize $20 for incidentals, did the card process; that is highlighted in blue on the form. Our staff was very empathetic and accommodating to her situation and did let her check in nonetheless. We also normally do not let anyone check in under a different name unless noted. Also for reservations made via [redacted], we are unable to make changes to any of the booking information such as guest name, rate, length and etc. Ms. [redacted] decided to pay with cash, which is highlighted on one of the forms also and only wanted to stay 1 night off of the original 2 night stay from [redacted] in Mr. [redacted]'s name. We were able to offer a rebate so she would not be charged for a night not stayed which is highlighted as well. Upon further emails and requests to look into this we did reverse the charges that were in question only for the incidental amount that did not decline. We notified Ms. [redacted] that it could normally take 7-10 business days to reverse on the card. We feel that we were very understanding on Ms, [redacted]'s needs and special circumstance. We did do our part to try to rectify this as best we could, We also feel that this complaint is caused by a misunderstanding to booking policy rules from a third party site such as [redacted] and by our Marriott brand policy standards for guest check in procedure. If you would need anything else please do contact me. Thank you kindly.In the Spirit of Hospitality, [redacted]General Manager