Gaylord National Resort and Convention Center

Review: Follow up to my initial complain # [redacted]. I received a phone call from the representative of the establishment. His behavior was very inappropriate, VERY VERY VERY RUDE. WOULD NOT ALLOW ME TO GET A WORD IN. BAD REP FOR THE GAYLORD. The company's ad was very misleading and tricky. The company charged my credit card $473 when my bill reads $451.49.Desired Settlement: Apology and compensation for the false and misleading ad. Even the rep at check out agreed with me the ad was misleading and tricky.

Business

Response:

[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.

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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.

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: 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]

Review: I tried multiple times to contact someone in the security or laundry department after the Camcorder I set on the bathroom sink was removed during the cleaning. Each time I called the front desk they stated no one was available at the either location. I went to the front desk on multiple occasions requesting assistance. Each time I was told no one was answering at the desks they were calling. I was in the room when my camcorder was removed however, the staff at the [redacted] failed to respond quickly to prevent the removal of the device from the building. It took two days to get an incident report filed - and even that was like pulling teeth. The failure to respond to my concerns were deliberate and reckless/

I filed a complaint previously and was told that although my request was denied a Marriott Gift Card in the amount of $100.00 was sent to my address as a "courtesy" I rejected the response as I never received a gift card. The second complaint was answered by providing an email that showed the card was cancelled and a new card issued - I never received that card either.

I received two voicemails from ###-###-#### from [redacted] the Director of Security at the [redacted] however, I missed the call. I returned his call and have yet to receive a call back. At this point I am more than frustrated. Not only did they fail to provide the Customer Service to get my camcorder back - Now they are claiming to mail a gift card I have never received. This matter may not mean anything to the powers that be at the Marriott - but I am not giving up - I want a refund of the amount I paid to stay at the hotel as I did not receive service worth an almost $700.00 stay.

I do not want the response to be a copy of an email sent - The lack of personal communication is appalling! Please help.Desired Settlement: A full refund of the amount paid at my stay --- I would love an apology but I am sure the idea of anyone with the Marriott taking ownership at this point is probably a laughable matter to the person reading this complaint. But I am truly upset over the continued lack of movement to resolve my concerns. And each time something was told "it is in the mail" furthers the lack of concern by the Marriott to even address my concerns. Now I know why people resort to posting their experiences on every social media site they can think of --- So tired of the lack of human effort!

Business

Response:

From: [redacted], [redacted]

Sent: Monday, August 12, 2013 12:51 PM

To: [redacted], [redacted] - National; [redacted], My; [redacted], [redacted] - National

Subject: RE: [redacted] Complaint

Good afternoon

The initial card was sent out on the 14th of June. I received confirmation that it had not been used and have left a few messages for **. [redacted] asking for call back so that we can send her a replacement (wanted to confirm we have the correct mailing address) since it was my understanding she did not receive it.

I left another voice mail today...

[redacted]

Claims Adjuster II, Marriott Claims Services-Dallas

Mailing Address:

[redacted]

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

Email: [redacted].[redacted]

Marriott Risk Management: Enabling Our Business with Risk Strategies & Solutions

Consumer

Response:

I spoke with **. [redacted] and she acknowledged the "Gift Card" sent was not used nor was it returned. I reviewed the voicemail I received from the Head of Security at the Gaylord Marriott; however, she was unaware of the reason for his call. I have not received a return call after calling back.

Again, poor customer service. I did advise **. [redacted], my concern is in regards to the lack of customer service provided at the time of the incident and the complete disregard to resolving my concerns when it was still possible to look for the camcorder.

I am not sure why they think sending a card resolves my concerns; when I have serious questions regarding the safety of patrons staying at the Gaylord.

Again, I request a refund of my stay at the Marriott. Receipt avialbale upon request

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

August 23, 2013

**. [redacted]. [redacted]

Dear **. [redacted]:

Thank you for taking the time to communicate again to Gaylord National Resort & Convention Center through our local Metro Revdex.com.

I understand your concern regarding your missing camcorder and the lack of customer service offered by our hotel staff in response to your inquiries. Our goal at Gaylord National Resort and Convention Center is to provide our guest{s) with not only a memorable experience, but also flawless service. I regret that your experience was less than expected. I thank you for bringing this matter to my attention.

Regarding your missing camcorder, our Safety and Security Department conducted an investigation, searching both the Five-Star Laundry and, the Lost and Found Department, with negative results. An incident report was initiated and a claim was filed with Marriott Claims, wherein an inquiry was conducted into the circumstances surrounding the missing camcorder. Based on the inquiry conducted, a determination was made, and the claim was denied. Although the claim was denied, as a show of good faith, a $100.00 gift card was offered and mailed out on June 14, 2013.

By letter dated August 14, 2013, we were apprised that you did not receive the gift card. After checking our records, we determined that the gift card has not been used and has not been returned to our claims department. On August 13, 2013, a replacement gift card was sent via/US Postal Service. Marriott's Claim Adjuster [redacted] followed up with you to ensure you were aware that the replacement card had been mailed.

With the information you provided, more specifically your comments regarding the lack of customer service, this information will be utilized as part of a training tool for both our Front Desk and, Safety and Security Departments.

Again, I appreciate your feedback as it will assist us in becoming better at what we do. It is our goal to retain you as a satisfied customer and will hope to serve you again in the future.

Thank you,