Gaylord National Resort and Convention Center

Good afternoon, We have an agreement with ***con to charge a one night deposit for all rooms being booked for this conference

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The company rep was very very very RUDE with his manner of approach and the way he spoke to meHe refused to listen to what I had to say and was quite defensive I feel the advertisement was very confusing and misleadingI feel like I was tricked into dinning at the restaurant at the Gaylord and instead of this person who contacted me to admit this, he was very combative and rude to me kept shutting me down every time I tried to speakA company as big as the [redacted] does not need to be represented by this individual Even if he was not in agreement with me there was a better way he could have voiced that instead of being combative with me on the phoneI chose to go to the Gaylord to celebrate my daughter's 10th birthday because I was trying to make it special for herNever did I imagine that the Gaylord will turn out to be such a night mare as it has turned out to be after speaking with this very rude individualThe matter is yet to be resolved and I would like to be contacted by someone in upper management of this company I will not be bullied by any big establishment nor will I be conned out of my money eitherWhile the Gaylord may cater to big corporations like themselves this however does not mean my family and should have been disrespected the way this individual did to me when he contacted Regards, Olufunso Fasoyiro

[redacted] – Below is the detailed information we have provided to the guest I witnessed Rick S [redacted] our Director of Operational Excellence apologize to [redacted] on the call yesterday She unfortunately did not want to hear our explanation of the service that was provided to her as she ended the call abruptly Her original request was to receive the refund of $which she has already received Below is the detailed information At this point we would request the Revdex.com to close this complaint Thank you -------------------------------------------- The first is an authorization at the time of check in for estimated charges and a little extra for incidental charges The second is an additional authorization based on her spending in the hotel during her stay and the potential of needing additional funds based on that spending This was a total authorization (not a charge) of $ So yes while she was in house we were holding that amount of money in case she spent up to that amount This is common for all hotels The last transaction you see is for $and this is the actual charge, but it is not a request for additional money because of the original $we had authorized What this means is that we are claiming that $from the guest account as a charge and releasing the additional authorization back to the guest, which was $ Once we release the additional authorization it’s up to the customer’s bank to put it back in their account and each bank takes a different amount of time, some up to days from what I have seen As you know from being there when I spoke with the guest, I explained that it was only an authorization and the only charge she will see on her account is the $ Below is the ad specifying what the actual package includes That was exactly what was quoted to her at the time of booking and emailed to her on her confirmation for the reservation Based on us providing the $credit to her account, what was misleading? RICK S*** | Director of Operational Excellence Gaylord National Resort & Convention Center Waterfront Street, National Harbor, MD P ###-###-#### F (301) ###-###-#### GAYLORD HOTELS EVERYTHING IN ONE PLACE GaylordNational.com | Facebook.com/GaylordNational | Twitter.com/GaylordNational This communication contains information for Marriott International, Inc., that maybe 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 itIf 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 From: [redacted] Sent: Wednesday, October 15, 1:PMTo: S***, RickSubject: CC transactions [redacted] Thanks, MM Monica M*** | Sr Administrative Assistant to Bob M***, Hotel Manager and Alex V [redacted] , Director of Finance Gaylord National Resort & Convention Center Waterfront Street, National Harbor, MD P ###-###-#### F (*** [redacted] GAYLORD HOTELS EVERYTHING IN ONE PLACE GaylordNational.com | Facebook.com/GaylordNational | Twitter.com/GaylordNational

[redacted] – serif;"> Below is the detailed information we have provided to the guest I witnessed Rick S [redacted] our Director of Operational Excellence apologize to [redacted] on the call yesterday She unfortunately did not want to hear our explanation of the service that was provided to her as she ended the call abruptly Her original request was to receive the refund of $which she has already received Below is the detailed information At this point we would request the Revdex.com to close this complaint Thank you -------------------------------------------- The first is an authorization at the time of check in for estimated charges and a little extra for incidental charges The second is an additional authorization based on her spending in the hotel during her stay and the potential of needing additional funds based on that spending This was a total authorization (not a charge) of $ So yes while she was in house we were holding that amount of money in case she spent up to that amount This is common for all hotels The last transaction you see is for $and this is the actual charge, but it is not a request for additional money because of the original $we had authorized What this means is that we are claiming that $from the guest account as a charge and releasing the additional authorization back to the guest, which was $ Once we release the additional authorization it’s up to the customer’s bank to put it back in their account and each bank takes a different amount of time, some up to days from what I have seen As you know from being there when I spoke with the guest, I explained that it was only an authorization and the only charge she will see on her account is the $

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The company's assertion that I ended the call abruptly is wrong Rick S [redacted] pretty much told what he was going to do, this was after I challenged him of battering me on the phoneHe was quite agressive and quite defensiveMost companies in good faith will tape telephone conversations because of situations like thisI am wondering if this conversation was tapedClearly the [redacted] wants to take the high road on this, very well soIt is my hope that the Revdex.com can resolve this matterI refuse to be bullied or cheated by the [redacted] and I will seek further means of resolution if I have to.Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the
responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:So book me a room outside of the ***con block for those datesThey can do with one less.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Poor business decision on the Gaylords partYou must really want your competitors to get more bookings
Regards,
*** ***

Roman">
July 23,
Dear *** ***,
I am writing to you on behalf of the Gaylord National Resort and Convention Center regarding your most recent stay. Thank you for taking the time to communicate with us why your experience at the Gaylord National did not meet your needs and exceed your expectationsFrom the nature of your comments, it is apparent that we fell considerably short in our efforts to provide the service and accommodations you have come to expect from ***
First, I would like to deeply apologize that some items in your room were discarded by a member of our housekeeping teamIt is definitely not a common occurrence, and it should not have been treated as suchOur top priority is to provide all of our guest’s clean and safe accommodations with outstanding serviceBeing a loyal *** customer, we have let you down and that is something we take extremely seriousSecondly, I would like to also apologize that any member of our staff left you feeling like you were not a valued guestIt is completely unacceptable that you had to go through such an ordeal during your stay, and I would be equally as frustrated if I encountered the same issueWhether you travel for business or leisure, there is nothing worse than having your items discarded, or misplacedIt is our responsibility to make sure that things like this never happen, and if they do that we do our upmost best to make it rightThis is definitely not the impression we would want you to have of Gaylord National, and I completely understand your disappointment and dissatisfactionFinally, I want to apologize once more that you were not compensated for the items lost by our staffOur guests are very important to us, and we will work with all of our agents to make sure more compassion is being shown to our guests needsThe fact that we failed you it is unacceptable
Please be assured that your comments and observations have been forwarded to upper management, housekeeping management, as well as front office managementI would also like the opportunity to regain your confidence, and demonstrate our commitment to customer service; by applying an extra 10,points to your *** Rewards accountUnderstandably, nothing can erase what has happened during your recent stay, however please accept our sincere apologyWe appreciate your feedback as it will assist us in striving for flawless serviceIt will also allow us to show every guest the service they not only expect, but deserve
Thank you for your time, and if there is anything else I can assist you with please do not hesitate to contact me
Respectfully
Lottie S*** | Customer Care Response Team
Gaylord National Resort & Convention Center
Waterfront Street, National Harbor, MD 20745
P ###-###-#### F ###-###-####
GAYLORD HOTELS. NOW PART OF THE *** FAMILY OF BRANDS
GaylordNational.com | ***.com/GaylordNational | ***.com/GaylordNational

Made a complaint with their Department that reviews damage done by cleaning staffHad two things broken costing well into dollars worth of damagesThey supposedly made a claim but failed to ever contact me or resolve the issueNot to mention the hell we went through onemail night when we thought there was a fire and rushed down flights of stairs only for it to be some misunderstanding Thenot when we thought that was over and proceeded to our room we had police with machine like rifles running past us in the lobbyWe have never experienced anything like this beforeAND WE WERE NEVER GIVEN ANY EXPLANATION ON WHAT HAPPENEDEven when we asked, this place is a nightmare, starting with my broken items that cleaning service damaged and ending with the hellish night we endured

Unfortunately, we are fully commited to selling rooms to [redacted]con and are not taking reservations outside of [redacted]con at this time.

Good afternoon,
We have an agreement with [redacted]con to charge a one night deposit for all rooms being booked for this conference.

[redacted] –
serif;">
Below is the detailed information we have provided to the guest.  I witnessed Rick S[redacted] our Director of Operational Excellence apologize to [redacted] on the call yesterday.  She unfortunately did not want to hear our explanation of the service that was provided to her as she ended the call abruptly.   Her original request was to receive the refund of $50 which she has already received.  Below is the detailed information.  At this point we would request the Revdex.com to close this complaint.  Thank you.
--------------------------------------------
The first is an authorization at the time of check in for estimated charges and a little extra for incidental charges.  The second is an additional authorization based on her spending in the hotel during her stay and the potential of needing additional funds based on that spending.  This was a total authorization (not a charge) of $541.68.  So yes while she was in house we were holding that amount of money in case she spent up to that amount.  This is common for all hotels.  The last transaction you see is for $451.49 and this is the actual charge, but it is not a request for additional money because of the original $541.68 we had authorized.  What this means is that we are claiming that $451.49 from the guest account as a charge and releasing the additional authorization back to the guest, which was $90.19.  Once we release the additional authorization it’s up to the customer’s bank to put it back in their account and each bank takes a different amount of time, some up to 7 days from what I have seen.  As you know from being there when I spoke with the guest, I explained that it was only an authorization and the only charge she will see on her account is the $451.49.

Our Front Office Manager, Daniel T[redacted] is going to reach out to the guest to try and resolve.  We are going to explain our process for refunds as well as offer her a $100 [redacted] gift card.  Should the guest reject the offer we will discuss how we will rectify.
Thank...

you,
 [redacted]

Good morning [redacted],
serif;">
This is in reference to ID [redacted].
We spoke to the customer [redacted] yesterday and explained that she did in fact get the credit of $50.  Below, is a screen shot of their bill showing the credit.  This issue has been resolved, please let me know if you have any further questions.
 
Thanks,
MM
Monica M[redacted] | Sr Administrative Assistant to Bob M[redacted], Hotel Manager and Alex V[redacted]s, Director of Finance
Gaylord National Resort & Convention Center
201 Waterfront Street, National Harbor, MD 20745 
P ###-###-#### F ([redacted]
GAYLORD HOTELS.  EVERYTHING IN ONE PLACE.   
GaylordNational.com | Facebook.com/GaylordNational | Twitter.com/GaylordNati...⇄

[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: The company's assertion that I ended the call abruptly is wrong . Rick S[redacted] pretty much told  what he was going to do, this was after I challenged him of battering me on the phone. He was quite agressive and quite defensive. Most companies in good faith will tape telephone conversations because of situations like this. I am wondering if this conversation was taped. Clearly the  [redacted] wants to take the high road on this, very well so. It is my hope that the Revdex.com can resolve this matter. I refuse to be bullied or cheated  by the [redacted] and I will seek further means of resolution if I have to.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 this response because: The company rep was very very very RUDE with his manner of approach and the way he spoke to me. He refused to listen to what I had to say and was quite defensive . I feel the advertisement was very confusing and misleading. I feel like I was tricked into dinning at the restaurant at the Gaylord  and instead of this person who contacted me to admit this, he was very combative and rude to me kept shutting me down every time I tried to speak. A company as big as the [redacted] does not need to be represented by this individual.  Even if he was not in agreement with me there was a better way he could have voiced that instead of being combative with me on the phone. I chose to go to the Gaylord to celebrate my daughter's 10th birthday because I was trying to make it special for her. Never did I imagine that the Gaylord will turn out to be such a night mare as it has turned out to be after speaking with this very rude individual. The matter is yet to be resolved and I would like to be contacted by someone in  upper management of this company . I will not be bullied by any big establishment nor will I be conned out of my money either. While  the  Gaylord may cater to big corporations like themselves this however does not  mean my family and should have been disrespected the way this individual did to me when he contacted.
Regards,
Olufunso Fasoyiro

[redacted] –
Below is the detailed information we have provided to the guest.  I witnessed Rick S[redacted] our Director of Operational Excellence apologize to [redacted] on the call yesterday.  She unfortunately did not want to hear our explanation of the service that was provided to her as she ended the call abruptly.   Her original request was to receive the refund of $50 which she has already received.  Below is the detailed information.  At this point we would request the Revdex.com to close this complaint.  Thank you.
--------------------------------------------
The first is an authorization at the time of check in for estimated charges and a little extra for incidental charges.  The second is an additional authorization based on her spending in the hotel during her stay and the potential of needing additional funds based on that spending.  This was a total authorization (not a charge) of $541.68.  So yes while she was in house we were holding that amount of money in case she spent up to that amount.  This is common for all hotels.  The last transaction you see is for $451.49 and this is the actual charge, but it is not a request for additional money because of the original $541.68 we had authorized.  What this means is that we are claiming that $451.49 from the guest account as a charge and releasing the additional authorization back to the guest, which was $90.19.  Once we release the additional authorization it’s up to the customer’s bank to put it back in their account and each bank takes a different amount of time, some up to 7 days from what I have seen.  As you know from being there when I spoke with the guest, I explained that it was only an authorization and the only charge she will see on her account is the $451.49.
Below is the ad specifying what the actual package includes.  That was exactly what was quoted to her at the time of booking and emailed to her on her confirmation for the reservation.  Based on us providing the $50 credit to her account, what was misleading? 
RICK S[redacted] | Director of Operational Excellence
Gaylord National Resort & Convention Center
201 Waterfront Street, National Harbor, MD 20745 
P ###-###-#### F (301) ###-###-####
GAYLORD HOTELS.  EVERYTHING IN ONE PLACE.
GaylordNational.com | Facebook.com/GaylordNational | Twitter.com/GaylordNati...⇄ /> This communication contains information for Marriott International, Inc., that maybe 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.
From: [redacted] Sent: Wednesday, October 15, 2014 1:17 PMTo: S[redacted], RickSubject: CC transactions
 
[redacted]
 
Thanks,
MM
Monica M[redacted] | Sr Administrative Assistant to Bob M[redacted], Hotel Manager and Alex V[redacted], Director of Finance
Gaylord National Resort & Convention Center
201 Waterfront Street, National Harbor, MD 20745 
P ###-###-#### F ([redacted] [redacted]
GAYLORD HOTELS.  EVERYTHING IN ONE PLACE.   
GaylordNational.com | Facebook.com/GaylordNational | Twitter.com/GaylordNati...⇄

Review: Having stayed with the Gaylord National Hotel twice before, and NEVER having had to have a 1 night deposit charge put down on a room, I find this is outrageous that they will not waive the deposit requirement only because it is for the [redacted]con event. They also refuse to book a room because they say they have no rooms available outside of the event block.Desired Settlement: I want to be able to book a room reservation, whether it is in the [redacted]con 2015 block or not, checking in on Feb 13, 2015 and departing on Feb 15, 2015. The deposit policy is a joke and was not around for the 2 years prior at all. None of the hotels in the area are implementing such a ridiculous policy either.

Business

Response:

Good afternoon,

We have an agreement with [redacted]con to charge a one night deposit for all rooms being booked for this conference.

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:

So book me a room outside of the [redacted]con block for those dates. They can do with one less.

Regards,

Business

Response:

Unfortunately, we are fully commited to selling rooms to [redacted]con and are not taking reservations outside of [redacted]con at this time.

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:

Poor business decision on the Gaylords part. You must really want your competitors to get more bookings.

Regards,

Review: I booked a weekend getaway with the Gaylord on 10/12/14 to stay for one night returning 10/13/14. This event was to celebrate my daughter's 10th birthday. The ad reads" The Capital Wheel Fun Package for 3, 50 USD resort credit per night". While I was given the 3 tickets for the capital wheel as advertised., The $50.00 was never given to me. I was told during check in that the $50.00 will be credited to my bill during check out. I was told I could only redeem it at any on the restaurants on the property or at the Spa. I complied with all of their recommendation and the $50.00 was never refunded to me upon check out. This was a false advertisement. The only reason I bought this package was because of the advertisement. I could easily have bought a different package as a rewards member and gotten a better deal. I did not have to eat at any of the resort restaurants I could easily have eaten out on the street. I feel I was misled by the company and tricked .Desired Settlement: I am asking that the Gaylord refunds me back the $50.00 or any other form of compensation.

Business

Response:

Good morning [redacted],

This is in reference to ID [redacted].

We spoke to the customer [redacted] yesterday and explained that she did in fact get the credit of $50. Below, is a screen shot of their bill showing the credit. This issue has been resolved, please let me know if you have any further questions.

Review: A reservation was made at the Gaylord National Resort & Convenction Center on the 11th of September. The reservation was made via the internet and I received an email confirmation. A charge appeared on my credit card on the 20th of September that I did not recognize. I called the bank and we discovered that the charge was from the hotel (although for a different hotel in the chain: I made the reservation for the Gaylord Hotel in Maryland and the statement reflects a charge for the Gaylord [redacted] Hotel in TN.)

My complaint is that there was no mention anywhere that a charge would be applied for the reservation and I did not receive a receipt from the hotel stating that I had paid a deposit. I called the Gaylord Hotel in Maryland and was told this was common practice for them, and the person I spoke with agreed that it does not say there will be a charge. She also mentioned that other people have called with this complaint. She gave me the number of the accounting office (###-###-####) and I spoke with a supervisor who informed me that it was Gaylord's policy to charge the first night, and yes, there should be something written on the website stating that a charge would be applied when the reservation is made. She also mentioned that they have received a number of complaints about this practice but all the accounting office could do would be to 1) send a receipt showing that a deposit had been paid or 2) refund the money. While on the phone she mentioned that her supervisor and VP were aware of the practice of taking the deposit without prior notification and that they have not taken the necessary steps to remedy the situation.Desired Settlement: I would like to see the company address the situation by not charging people in advance just for a reservation. However, if they decide to continue this practice, it should be CLEARLY stated in the terms of the reservation and should IMMEDIATELY give the customer a receipt.

I would like for that charge to applied a soon as possible (not weeks later) with the correct address of the hotel that applied the charge (so customers do not mistake the charge as a possible fraud).

I would like for those in positions of authority in hotel chain to explain why they have not corrected the situation even though it appears they know about the many customer complaints.not tak

Business

Response:

Good Evening [redacted], I was able to confirm that **. [redacted]’s reservation did have a deposit taken on it. He booked online via passkey for the [redacted] conference in January. Looking at the history of the group and few other reservations that were booked, it appears that the credit card guarantee information was added to the groups mini-facts page on September 25th. When I looked at other reservations that were booked prior to this date, they had deposits taken, those that were booked after are on a CC GTD. From what my group housing contacts at [redacted] explained to me, [redacted] will follow what is notated in the mini facts pages in regards to deposits. I hope this helps. His confirmation number is [redacted]. Please let me know if there is anything else I can do. Thank you, [redacted] I Manager of Reservation Sales I Gaylord HotelsMarriott Global Reservation Sales & Customer Care

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: There is lack of clarity in the response. The acronyms and language make the response worse and only givs the appearnce of "answering" the question by insider jargon. Please clarify.

Regards,

Business

Response:

Good afternoon **. [redacted] – I hope all is well. We received the guest rejection of our previous explanation. We want **. [redacted] to know that we value his patronage and his concerns with how this has been handled. Our contract with [redacted] states that we will collect a one night room and tax deposit from all attendees at the time of booking unless the group guarantees the reservations to their master account. In September when the attendees began booking, we received complaints about how they did not want the charges to hit their personal credit cards. Our Group Housing department contacted the main contact of the group to apprise her of the complaints we were receiving. On September 25th the group contact agreed to guarantee the block of 7,000 room nights to her master account. We then made the changes to our internal fact pages. Marriott Business Systems issued **. [redacted] a credit for the full deposit on September 25th. The hotel was not in violation of any policy as this was the contracted agreement regarding advance deposits between Gaylord National and the [redacted] Society. As mentioned before we are not taking any deposits for individual attendees for this conference moving forward. If I can assist further please let me know. Thank you, [redacted]Senior Administrative Assistant to:[redacted], Hotel Manager[redacted] Sr. Director of Finance and Accounting