Indianapolis Marriott

From: Michael R [redacted] Sent: Friday, December 16, 1:PMTo: infoSubject: Regarding Case ID [redacted] We received this complaint regarding the Indianapolis Marriott East Hotel The complaint was about the effect that the water in the spa caused to the customer’s jewelry and swimsuit We monitor the chlorine level and on the dates in question, the chlorine levels were always in the acceptable range We maintain logs of those readings It is recommended that people not wear jewelry in a spa because of the chlorine and the impact it will have on jewelry While the guest does not specify what metals are in the jewelry, the impact of the chlorine on many different metals can be significant including disintegration of the metal A Google search will reveal numerous articles that recommend removing all jewelry before entering a pool or spa We have received no other complaints that I am aware of regarding the spa during the past months We are sorry to learn of the damage caused to the jewelry but proper chlorine levels will have that impact Mike R [redacted] General Manager Indianapolis Marriott East Hotel East 21st Street Indianapolis, IN mr***@indymarriotteast.com (317) 352- Hotel [redacted] Cell

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowMy bracelet is a scilver charm bracelet that I have worn daily for the past years and have HAD NO other issuesMy swimsuit bottoms were gray to match top and are now lime bleached greenIf wearing jewelry is an issue in your hot tub there should be appropriate signaage indicating this as a warningMy boyfriend passed away and this bracelet is sentimental pience of jewelryI am so disgusted with this situation Regards, [redacted]

As I am sure you are aware, attendance at the DART event was the highest it has ever been. The tournament contracted of our rooms, and we were able to accommodate more than that over the weekendWe thought we would be able to take even more rooms, but the other group in house
also needed more than they contracted for. This necessitated us moving reservations from both groups. Our records indicate we never collected any money from you. If you show any charges from this hotel, please let me know
We did not share any credit card information with the hotels we sent the reservations to. The reservations were guaranteed by our hotel instead
We will be working with the tournament organizers to hold the entire hotel for the tournament next year.
*** ***
General Manager
Indianapolis Marriott East Hotel
East 21st Street
Indianapolis, IN ***@indymarriotteast.com
(317) 352-1231 Hotel

From: Michael R*** Sent: Thursday, February 2,
12:PMTo: infoCc: Melissa N**Subject: Case ID *** The Dart Tournament is held at the hotel every year. Prior to 2016, we did not charge a premium for the type of rooms the customer is requesting, however about of the attendees requested these rooms. There are only of these rooms on our property. Of course, all people that requested them felt they were the ones that should get them and they were very abusive to our staff when they did not receive them With that in mind, we established a premium for the rooms so we would have an objective criteria for assigning those rooms. The rates were quoted when the reservations were made and guests could choose which type room to reserve This process worked well last year and we used the same process this year for reservations We did not change anybody’s rate from what they reserved unless the change was initiated by the guest in upgrading their room We know of no reason the guest would have been contacted on their way to the hotel to discuss any rate changes, and we have no way of researching that months later We have three options for the guest: 1) Pay the higher rate for the premium room 2) Pay the standard group rate for standard rooms in the hotel 3) Cancel without penalty Please let me know if you need any additional information Mike R*** General Manager Indianapolis Marriott East Hotel East 21st Street Indianapolis, IN mr***@indymarriotteast.com (317) 352-1231 Hotel *** *** Cell

In response to a complaint that was sent to the Indianapolis Marriott East dated 3/31/assigned ID ***. Our response is as follows:
Guest made a reservation with our hotel and requested a handicapped accessible. When
she checked in we did not have any handicapped accessible rooms available therefore she was put in our tower suite with shower only (no bathtub)
Later in the evening she returned to the front desk and asked why she was unable to get a first floor room and our Guest Service Agent listened and carefully explained that we did not have the room available and the group that was in the hotel had reserved all of the first floor rooms and the handicapped accessible room that she preferred as well. He offered her night free and she accepted. She said she didn’t know why the group that was here (and she was attending the same group-pool tournament) would book all of the rooms for their own. The GSA explained that she could contact the client (the head of the pool tournament in which she was attending and part of the group) and see if he would be interested in giving back one of the handicapped accessible rooms for her. At no point did we tell her to call another guest and ask them to vacate their room. He was just telling the guest that her group planner had booked all of the rooms.
On her departure day she came to the desk and asked to speak to a Manager. Once the Manager arrived she talked with the guest and explained that she made the reservation and requested a handicapped accessible room. Our GSA Manager said the guest was the one that suggested “one flight of stairs is better than six.”
Our GSA Manager felt the accepted resolution of free nights to the guest was complete and the guest checked out of the hotel.
We are disappointed that we did not meet her expectations, but we felt she accepted our offer and apology before she left the hotel. Therefore there was no scheduled follow up.
If you would like to discuss this with me, please contact me at 317-322-
Most cordially
Judy B***
VP of Sales & Marketing
Indianapolis Marriott East

From: Michael R[redacted] <mr[redacted]@indymarriotteast.com>Sent: Friday, December 16, 2016...

1:22 PMTo: infoSubject: Regarding Case ID [redacted]   We received this complaint regarding the Indianapolis Marriott East Hotel.  The complaint was about the effect that the water in the spa caused to the customer’s jewelry and swimsuit.   We monitor the chlorine level and on the dates in question, the chlorine levels were always in the acceptable range.  We maintain logs of those readings.   It is recommended that people not wear jewelry in a spa because of the chlorine and the impact it will have on jewelry.  While the guest does not specify what metals are in the jewelry, the impact of the chlorine on many different metals can be significant including disintegration of the metal.  A Google search will reveal numerous articles that recommend removing all jewelry before entering a pool or spa.   We have received no other complaints that I am aware of regarding the spa during the past 12 months.   We are sorry to learn of the damage caused to the jewelry but proper chlorine levels will have that impact.     Mike R[redacted] General Manager Indianapolis Marriott East Hotel 7202 East 21st Street Indianapolis, IN 46219 mr[redacted]@indymarriotteast.com (317) 352-1231   Hotel [redacted]  Cell

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My bracelet is a scilver charm bracelet that I have worn daily for the past 2 years and have HAD NO other issues. My swimsuit bottoms were gray to match top and are now lime bleached green. If wearing jewelry is an issue in your hot tub there should be appropriate signaage indicating this as a warning. My boyfriend passed away and this bracelet is sentimental pience of jewelry. I am so disgusted with this situation.
Regards,
[redacted]