Marriott Corporation

My family and I were traveling cross different state lines for our vacation, We had stopped at this hotel for a three day rest and sightseeing. The first time it was from Aug. 25, 2022 to Aug. 28, 2022. When I made my reservations some weeks prior by the same Manager, I was told I could wave the $20.00 incidental fee, of which I was not aware they charged. However, when I got to the hotel to check in, a dark hair employee at the desk stated they could not do that, because it is a computer generated thing. I was upset, being on a fixed income as a senior and counting on a certain amount of money in my travels for the other hotels; that was going to put me behind. I again reiterated as to what the manager had conveyed to me. The main manager came out from the back room, as he heard me talking. He said that I would get it back. I asked when. He said it is up to your bank, which could take 7 to 10 days or less. He also said I could put the $20 incidental fee on another card. I told him that I was not going to do that. Then I find out it is $20.00 per the three nights, which made it $60.00 total! Then the dark haired desk person said they clean the room once a week. I guess she thought I was staying a week. I said I did not need the rooms vacuumed, dusted, or the bathrooms scrubbed. But I would like to have clean towels daily, since there were four of us in the room and no where to hang the extra towels. I also asked to have our trash taken out daily, and the beds made. None was done, until I ask the second shift manager for clean towels and toilet paper, and to please take the trash, as it was falling on the floor from their small cans. He was very nice about it and did give me more clean towels and more toilet paper, plus emptied the trash. Our beds never did get made the whole time we are there. The next morning I saw a house keeper and mentioned to her about my request for the beds to be made, more clean towels and toilet paper, plus emptying the trash. She had asked what room we were in and marked it on the paper work.After we got back from a long tiring day, none of it was done. Every evening when we got back from a long day of activities, we would have to go get towels and toilet paper, and asked to get the trash emptied. When I said something about the lack of service, the dark haired person at the desk got an attitude of how it is and said that they only provide services every three days. So it went from providing service of once a week to every three days. I did not ask for complete housing cleaning job, just some necessary things. Needless to say, I did not leave a room tip. Breakfast was horrible. The first morning, they had what looked like spinach quiche and croissant sandwiches of egg, cheese, and ham. None of us like the spinach quiche. So we got the croissant sandwiches. We took one bit and it was cold. So we threw it out. We then ate cereal. I had asked the woman working in the food area, if there were in hot chocolate mix in the back. I also told her about the cold croissant sandwiches. She gave me an attitude look and did not say a word. She then came out with a box with some hot chocolate mix and sat the whole box down on my table, again not saying a word. I took one packet of mix out of the box and went and put the rest in the box up on the breakfast area counter for others. Every day there was this spinach quiche that looked like it was rewarmed. By the third day, the bottom of the quiche was brown, not the same as the first day. The second day were the muffin sandwiches, which were nice and warm. The third day was not only the browned spinach quiche, but there was small round baked egg quiche of some kind. It was burnt. Needless to say, we again had hardly any breakfast. Two mornings we had to go to a restaurant for breakfast because of not getting much to eat. When I checked out on Aug. 28, there was a nice female manager at the desk, a fairly new one. She tentatively listen to all my negative experiences and took notes. More comments to come on my return back to this hotel

On Sept the 3rd, my family and I were put in room 327?. When we got to the room, it smelt heavy of smoke. I cannot tolerate smoke. My throat started to burn and I was getting nauseated. By the time I had called the desk to ask for a move, the day shift male manager had left and a nice second shift female manager said she will send a housekeeper up to see if they can spray the room. The nice housekeeper came and gave a couple of squirts to the curtains and then said they knew this room smelt of smoke, that it has been reported before. She said maintenance refused to take care of the problem. So I called the front desk again. She finally gave us another room. In the morning I told the male manager that check us in on Sept 3rd, that he gave us a room smelt of heavy smoke. I questioned about the continuation of the heavy smoke after several weeks of them knowing it. I questioned if any employees used that room for smoking. Of course he became indignite and said employees do not smoke in rooms. I also questioned him as to why my family and I were given that room. Was it because of my negative report of my recent last stay. I thought it was done on purpose. He became so angry. He told me if I my experience was so bad there, then I need to go somewhere else. I responded back, by saying I do not think the company would want you to say that. I then said, how do you know if I don't work for Marriott and I am checking to see how the service and the attitudes of the employees are? He then became so angry, verbally attacking me in an aggressive manor and shouting at me, that three employees stationed in the back room came out and had to put their hands on him and ushered him to the back room. I told him this will be reported. By the way, breakfast was of the same as the last time, not good. The carpet in the lobby sitting area is filthy, needs shampooed. The washer and driers do not work
On Sept the 3rd, my family and I were put in room 327?. When we got to the room, it smelt heavy of smoke. I cannot tolerate smoke. My throat started to burn and I was getting nauseated. By the time I had called the desk to ask for a move, the day shift male manager had left and a nice second shift female manager said she will send a housekeeper up to see if they can spray the room. The nice housekeeper came and gave a couple of squirts to the curtains and then said they knew this room smelt of smoke, that it has been reported before. She said maintenance refused to take care of the problem. So I called the front desk again. She finally gave us another room. In the morning I told the male manager that check us in on Sept 3rd, that he gave us a room smelt of heavy smoke. I questioned about the continuation of the heavy smoke after several weeks of them knowing it. I questioned if any employees used that room for smoking. Of course he became indignite and said employees do not smoke in rooms. I also questioned him as to why my family and I were given that room. Was it because of my negative report of my recent last stay. I thought it was done on purpose. He became so angry. He told me if I my experience was so bad there, then I need to go somewhere else. I responded back, by saying I do not think the company would want you to say that. I then said, how do you know if I don't work for Marriott and I am checking to see how the service and the attitudes of the employees are? He then became so angry, verbally attacking me in an aggressive manor and shouting at me, that three employees stationed in the back room came out and had to put their hands on him and ushered him to the back room. I told him this will be reported. By the way, breakfast was of the same as the last time, not good. The carpet in the lobby sitting area is filthy, needs shampooed. The washer and driers do not work
On Sept the 3rd, my family and I were put in room 327?. When we got to the room, it smelt heavy of smoke. I cannot tolerate smoke. My throat started to burn and I was getting nauseated. By the time I had called the desk to ask for a move, the day shift male manager had left and a nice second shift female manager said she will send a housekeeper up to see if they can spray the room. The nice housekeeper came and gave a couple of squirts to the curtains and then said they knew this room smelt of smoke, that it has been reported before. She said maintenance refused to take care of the problem. So I called the front desk again. She finally gave us another room. In the morning I told the male manager that check us in on Sept 3rd, that he gave us a room smelt of heavy smoke. I questioned about the continuation of the heavy smoke after several weeks of them knowing it. I questioned if any employees used that room for smoking. Of course he became indignite and said employees do not smoke in rooms. I also questioned him as to why my family and I were given that room. Was it because of my negative report of my recent last stay. I thought it was done on purpose. He became so angry. He told me if I my experience was so bad there, then I need to go somewhere else. I responded back, by saying I do not think the company would want you to say that. I then said, how do you know if I don't work for Marriott and I am checking to see how the service and the attitudes of the employees are? He then became so angry, verbally attacking me in an aggressive manor and shouting at me, that three employees stationed in the back room came out and had to put their hands on him and ushered him to the back room. I told him this will be reported. By the way, breakfast was of the same as the last time, not good. The carpet in the lobby sitting area is filthy, needs shampooed. The washer and driers do not work

Review: Recently, I visited the Marriott website to redeem Marriott points for an upcoming family vacation. On the website, I discovered an advertisement for all-inclusive packages at various Marriott hotels and resorts. I visited the Carribean webpage to find an all-inclusive package at the [redacted] Marriott Resort. Based on the beautiful hotel and the all-inclusive amenities, I clicked the website’s “Book Now” function listed just below all of the included services. While using the Book Now function, I was asked to list the dates of travel and asked if I would use Rewards Points to reserve the trip. As a loyal Gold Marriott rewards member who has earned a large number of points, I chose to use Marriott Rewards points to book the trip. I then proceeded to book airfare for the trip to [redacted] and finalize other logistics for the trip.

A few days later, I contacted Marriott with a question related to our upcoming trip. During the conversation, I asked a question about the all-inclusive amenities. I was informed by members of the customer service team that my reservation is only for a room, not the all-inclusive benefits promised on the website. I was surprised and frustrated by the revalation. I was told that the all-inclusive package can only be obtained with cash, not with Marriott points.

I explained that the company’s Book Now function offers reward points as a payment option during the reservation process. And, the website’s advertisement for the all-inclusive packages and the Book Now function never mention that points can only be used for the room portion of the reservation and that cash can only be used for the all-inclusive amenities. Since the Book Now function is listed adjacent to the wonderful list of all-inclusive amenities and since the reservation system asks customers to use rewards points on ensuing pages of the reservation process, it appears natural that a customer would expect to receive all of the benefits advertised on the Marriott website.

I spoke to a variety of Marriott team members in the customer service center and at the [redacted] Marriott Resort. They acknowledged the disconnect between the Marriott website’s advertisement and the Marriot’s rewards reservation policy, but apologetically explained that they could not provide the all-inclusive benefits that were promised on the website.

I was told it would require an additional payment of $1600 to obtain the all-inclusive services listed on the website. So now, I am forced to choose between paying an additional $1600 for a vacation that was advertised as "all-inclusive" or cancelling the trip and forfeiting over $3000 in airfare for my family. Either way, Marriott’s decision to disregard their web advertising and Book Now functionality is going to cost me and my family a great deal of money.

As a Gold level Marriott Rewards member who has spent dozens and dozens of nights at various Marriott hotels around the country, I was very hopeful that the Marriott Team would do the right thing, especially for a loyal guest. Unfortunately, the various Marriott team members that I have spoken to have flipantly apologized for the disconnect between their advertising and their policy, rather than providing the promised services in a logical and fair manner.

I hope this notice will prevent other customers from facing the unexpected and costly decision that I now face. And, I hope this notice will spur Marriott to change the disconnect between its’ all-inclusive advertising and its’ rewards resevation policy because it has created a deceptive and costly trap for its’ most loyal customers.

Here is the path used on the Marriott website to book the reservation:

• Marriott.com

• Click on Explore and Plan (at top of page)

• Click on All Inclusive Vacations (at bottom right)

• Click on “The Caribbean” (middle of page)

• Five All Inclusive Packages in the Caribbean were listed; [redacted] is at the bottom

• The [redacted] listing once again describes itself as a “Inclusive Vacation in [redacted]” and lists a variety of included amenities

• Click on “Book Now” (below the [redacted] listing)

• After entering travel dates, the website asks if Rewards points will be used. Check Use Rewards points

• Book the reservation; At not point while booking the reservation does the website explain that points cannot be used to reserve the all-inclusive amenities listed the package descriptionDesired Settlement: There appears to be a couple of fair outcomes:

1) The [redacted] Marriott Resort provides my family with the all-inclusive amenities listed in the website's advertisement.

or

2) If forced to pay a sizable additional payment (in addition to the already redeemed rewards points) of $1600 to receive the anticipated all-inclusive amenities, I may have to cancel the trip to [redacted]. Since the "bait and switch" nature of the disconnect between Marriott's advertising and reservation policy directly caused the cancellation, it seems appropriate that Marriott pay the equivalent of the non-refundable airfare that would be lost due to the cancellation.

Business

Response:

From: [redacted] Resort [redacted]

Sent: Monday, July 29, 2013 7:14 PM

To: '[redacted]'

Subject: [redacted] Marriott Reservation ([redacted])

Review: My husband and I are traveling to Tampa, FL in a little over 2 weeks for a business conference. My husband secured a discount at the hotel but the reservation is for Friday and Saturday. I tried to change my current reservation to Wednesday and Thursday since the room is reserved in his name for Friday and Saturday. The hotel room was reserved via [redacted] and the trip has not taken place yet. Residence Inn is refusing to change the reservation which means my husband and I will have 2 hotel rooms and will be paying a nearly $800.00 which is unnecessary and will put us in a financial bind while we are in Tampa. All that I asked is that the reservation I currently have be changed to Wednesday and Thursday without losing any money.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

Change my current reservation to Wednesday and Thurday so we're not paying for 2 rooms and wasting money.

Business

Response:

From: [redacted] Sent: Thursday, January 15, 2015 4:35 PMTo: [redacted]Subject: Tampa Residence Inn - [redacted] TPATD Revdex.comImportance: High

Review: I was charged $119 for a room on 10/01/12. I did not reserve a room or stay on that night.

I attended a conference in [redacted] and stayed at the Marriott [redacted] City Center on July 22 and 23 and left on July 24, 2013. This was a state DOE conference and the room was paid for by our school system. I had to leave my personal credit card for incidentals. Upon check out, there were no charges for incidentals. On October 2, 2013, a charge appears on my credit card for $119 for a room on arrival date of October 1, 2013. No reservation was made and I was not in [redacted] at that time, nor did I have any reason to be in [redacted]. I contacted the Marriott on October 8, 2013 at 11:25 AM and spoke with [redacted]? in accounting. She said there was a reservation for a **. [redacted] that night. Upon further investigation she stated there was an error in the system and the charge would be removed from my card. As of 11/12/13, the charge has not been removed. In addition to the issue with an unapproved charge, I am very upset and concerned that my personal credit card information was kept by the Marriott for over 2 months. I have reported this charge to [redacted] for investigation of fraud.Desired Settlement: I want the charge removed immediately. I am also keeping track of the time I am spending trying to get their error corrected for possible reimbursement of wages.

Business

Response:

I have spoken with **. [redacted] and based on a credit being placed on his CC dated 11/10, he is satisfied with the resolution.

General Manager

[redacted] Marriott City Center

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Stayed at this property one night, July 5, 2013, checked out the following morning. Left a black notebook behind which contained personal papers and two checkbooks. After returning home, called property and confirmed with front desk clerk that it was found and turned in to the GM. Clerk promised it would be mailed to my home address via FedEx on Monday morning, July 8.The materials have not been shipped as promised, and numerous follow up calls to the property have been unsuccessful in resolving why. Three phone messages left for the GM this week alone have not been returned.[redacted] ###-###-####

Product_Or_Service: one night hotel stay

Order_Number: Folio Number [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

immediate return (via FedEx overnight delivery) of all personal items as promised, at Fairfield's expense

Business

Response:

**. [redacted], General Manager, contacted our office to advise he has spoken with the guest. He advised he was out of the office when the guest initially contactd the hotel. Upon his return he contacted **. [redacted]. **. [redacted]'s items have been shipped express at the hotels expense.

Regards,

Corporate Liaison

Mr. Marriott's Office

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I am requesting assistance with the way I was treated by the Marriott Marquis after being forced to disclose the nature of my disability (100% Disabled Gulf War Veteran). Their level of service was so bad that it scared me to the point of panic when the night manager advised me “you can't stay here if we don't see you paid in our system!” After the first incident occurred, I made it very clear to the Hotel Manager (Pedro) of my status as a disabled veteran and the nature of my disability(PTSD) that was triggered the night I arrived and continued to be exacerbated every day until check out and once again today after seeing the money stolen off my credit card. Either I was retaliated against for contacting customer service on 6/21/2014, or the Marquis staff is so grossly incompetent their service was maleficent. Regardless of their excuses (i.e. “our new accounting system”) for their actions, after I notified the Manager of my condition as well as Marriott Rewards Customer Service the following day, they should have known their actions would only worsen my disability.

My trip was supposed to be PRE-PAID and at the time of my reservation I was informed via their website I would be charged for the entire amount of my stay immediately. I arrived at the Marriott Marquis at nearly midnight on June 21, 2014. The evening of my arrival, I contacted the property to confirm my reservation and advise them I would not be arriving until nearly midnight because I was driving from another state. Upon my arrival and unbeknown to me, there was a conference going on and several other people trying to check in. During check-in, I advised the attendant my stay was a pre-pay and although I informed her of this, without my knowledge or consent, she still attempted to charge my card nearly $1,000 for deposit on a 3-night stay. When my card did not go through, I was told by both her as well as the Night Manager that because of their “new accounting system”, they were unable to locate verification my room was previously paid. The Night Manager of the hotel then advised me I would not be able to stay there until I could prove that I had pre-paid like I was some criminal (with a decade old Marriott Rewards account). Meanwhile, all the people waiting behind me as well as the Valet who stood in the middle of the check-in area with all of my luggage stood staring at me and whispering (most likely about my card that was declined after being run without my permission three times.) When the front desk attendant finally contacted customer service reservations, she was able to confirm, my stay was in fact already paid on their system. I was also informed by the attendant, that to avoid any other “mistaken” charges on my card, she would remove my card information from their system and only place a deposit for the nights I am staying (as opposed to $795 she attempted to take earlier).

Although she allegedly removed the card information, not only did Marriott still place an additional $200 hold on my card the next morning, my room was called all-day with messages requesting I go to the front desk to resolve my deposit issues. I called Marriott Rewards Customer Service (###-###-####) as well as the Hotel Manager repeatedly and was assured the matter was resolved although I had just wanted to leave, he begged me to give Marriott the chance to “make things right”. I told him that I didn't want points, extra nights, or Club Level access he offered; I just wanted my billing issues resolved so I could enjoy my stay (I was there celebrating my birthday with friends in DC). Although I was personally assured by the Manager everything was now corrected, apparently that was a lie and when I attempted to eat at the restaurant the following morning, I was once again humiliated along with my guest this time, when my server informed me he was unable to charge the bill to my room and sent me once again to the front desk. I went through the SAME EXACT drama as I did during check-in. This time, because it was the afternoon and people were checking out, even more people witnessed me going back and forth with the desk attendant as she once again made everyone wait as she called the hotel manager about my incorrect bill. I was assured once again, the matter was taken care of and I would not encounter ANY other issues with billing for the remainder of my stay. At this point, my panic and anxiety was so bad that I spent the rest of my stay on [redacted]. I was unable to sleep my entire stay due to anxiety over the next time something would happen due to the “new accounting system”. I was taking someone to breakfast I really liked, can you understand how embarrassing and humiliating it was to have to excuse myself in front of the entire restaurant and go stand in line in the lobby to wait to speak to someone about not being able to pay my bill for breakfast?

The only peace of mind I received during the entire stay was checking out. But of course, once again, when I attempted to check out on 6/23/2014, I was informed I owed Marriot over $500 for my stay. There were no notes on my account as I was previously told (to prevent it from happening again), nothing had been passed along to Mark H[redacted] regarding my billing issues and once again I stood at the front desk humiliated with nearly two-dozen people behind me waiting to check out and giving me dirty looks for holding up the line. Mark H[redacted], the Manager-on-duty advised me that I was once again responsible for paying a nearly $700 bill. After Mr. H[redacted] successfully reached the manager at home, I was assured once again, it was fixed and my final bill is $77.00. I stated I did NOT want ANYTHING charged to my card, I no longer trusted Marriott with my credit card information as they lost my trust after charging my card without my permission two previous times already. I went to the hotel’s ATM machine, withdrew cash and paid the balance of my bill in cash. Nearly one month later, after reviewing last month’s on-line bank statement, to my astonishment, Marriott Marquis WITHOUT MY PERMISSION OR CONSENT STOLE $395 from my checking account using my bank card information on 6/27/2014. The transaction which took place on 6/27 or 6/28 was an unauthorized transaction.

For a Brand that has acquired such a good reputation, I am surprised they would partake in such dishonest business practices in regard to use of Reward Customers’ credit card information. Additionally, I stated to the Hotel Manager, I am a 100% disabled veteran with PTSD and severe anxiety. I was unable to sleep my entire stay as a result of the stress associated with the billing issues that I was repeatedly assured were caused by their new accounting system. I was unable to enjoy any of the amenities within the hotel because I felt like EVERYONE attending the conference knew about my billing issues. I was humiliated at the restaurant and could not return. Essentially, my entire stay was a disaster as well as celebrating my birthday and the fact I now have to order a new bank card because I no longer trust they will not charge me again for something else, is ridiculous. It is over a month later and I am still dealing with the sub-standard service received their hotel.Desired Settlement: I will not be staying at the Marriott ever again, I would like them to cancel my Rewards membership immediately, remove my credit card information from any and ALL records to avoid future fraudulent charges as it is clear they cannot be trusted with sensitive information. Remove me from all call lists, e-mails, or promo contacts. I am requesting a FULL refund for my stay as over a month has gone by and I am STILL dealing with billing issues. I have now spent over 4-hours having to call and write Marriott to try and resolve this.

Business

Response:

Good afternoon [redacted],

I received your feedback regarding your stay. I apologize for the frustration that this has caused and apologize for the length of time that this has taken for you to get this resolved. I know that you have been corresponding with Derek J[redacted], our Assistant Front Desk Manager, and I wanted to see if I can assist so that we can resolve this issue.

At this point, according to my system, you have paid for two nights of room and tax as well as parking and other incidental charges. Pedro Velasquez adjusted one night of room and tax ($169 plus tax) off of your bill. I know that you have said several times that you have prepaid for this room in advance as well. Unfortunately, my system is not reflecting this charge to the [redacted] ending in [redacted]. I would be happy to adjust the $395.54 charges, however I would need to see a copy of your credit card statement to reflect the pre-payment for the room, or get the last four digits of the credit card that you prepaid with so that I can do more research. I do not need any private information that would compromise your information, however I need something on your side to reflect that you have made payment such as a bank statement.

At the Marriott Marquis, we strive to provide our guests with quality service and an excellent experience. Clearly this did not happen, and I again apologize that you would like not to stay at Marriott hotels in the future. My intention is to resolve this issue and to get a better understanding of our billing issues. This will ensure that future guests do not have the same experience.

I look forward to hearing from you. I left you a voicemail in regards to this issue so please feel free to reach out to me in an email or call me. My phone number is ###-###-####.

Thank you,

Mike H[redacted]

Assistant Front Office Manager | Marriott Marquis Washington DC

901 Massachusetts Avenue, NW

Washington, DC 20001

Office | ###-###-####

Fax | ###-###-####

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 businesses response in no way shape or form addresses the inadequate service I received nor does it provide resolution to the fact I was unable to enjoy any aspect of my stay at their property. The only response Mr. H[redacted] seems to be focusing on is the bill. He failed to address why he lied when assuring me the final bill was what I received at check-out, nor does he provide any explanation for the numerous issues encountered during my stay. His response is unacceptable as it does not explain nor justify the way I was treated as a guest and a Marriott Rewards Member. his explanation fails to address the reasons why his property failed to represent or follow the core values of the brand he represents, Marriott International. I reported this incident and complaint with the Revdex.com because as a long-term customer and member of the Marriott loyalty program, I expected the same level of customer service as I have experienced at all of their other properties over the past decade. The Marriott Marquis- Washington DC, FAILED to provide me accommodations to my satisfaction, exacerbated my pre-existing condition as a disabled veteran, and ILLEGALLY charged my credit card without my knowledge or permission. If Mr. H[redacted] is representing this is how the Marriott now does business, I am requesting a FULL REFUND of my stay as well as cancellation of my Rewards Membership and discontinuance from any and all correspondence from Marriott International. I am confident I will receive higher level of customer service staying at another chain or even a Salvation Army shelter than what was received at the Marriott Marquis.

Regards,

Review: I booked a hotel room in the courtyard marriott in [redacted] IN the night of Tuesday July 22, 2014. I received a call at around 5PM that day asking if I would still be checking in. I informed them that I was still at work but I would be coming when I was done. I arrived around 6:30 PM and was told that there was a pipe burst and that my room had flooded and that because the hotel was full I would be moved to another hotel. I was told that I would receive the rewards points for the night I would have stayed there and would be compensated with a free night. I was then given directions to the hotel where I would be staying. I was not informed that it was a [redacted] where I would be staying, which in my opinion is a significant downgrade. I had more work to do, so my wife called the Marriott back to question why they had not booked me a nicer hotel, which they informed her that because of a local baseball tournament all the hotels within a 50 mile radius were fully booked but they offered to give us the points for another free night to compensate. While I was unhappy about staying at the [redacted], I thought the compensation was good so I sucked it up and stayed at the [redacted]. It has been nearly a month and I have not received any of the points, so the other day we called Marriott to inquire why we had not received the points. They informed us that nobody received any points from that Marriott location for that night and that their policy did not allow for points to be awarded for moving me to another hotel. They said they would ask the managers working that day about the situation and follow-up the next day. They did not call back and when we called them they said they spoke to one of the managers but that manager did not recall and that they would get back to us the next day. They never called back and have still not given me any points.Desired Settlement: I want the rewards points I was promised and apology for the terrible customer service.

Business

Response:

From: [redacted]

Review: charges for late fees and penalties and

refusing to respond to my letters, US post.

1. Marriott unjustly charges me for late fees and penalties.

2. Marriott has refused to respond to my letters sent to them via US Post, the first in October, the

more recent one being sent November 13, 2013Desired Settlement: erase all fees and penalties

We have been a member of Marriott Awards Program

for more than thirty years.

We are in our 80's.

We sincerely request attention to our problem.

Business

Response:

The late fees and interests charges where incurred when the guest made a late payment on his Marriott Rewards Chase [redacted] credit card account. We have contacted the guest by telephone and will be sending him Marriott Gift cards totaling $150 as an apology for his frustration with the situation. He is very pleased with our response.

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

Review: Without going into the whole customer service failure. My complaint to the Revdex.com is about a Marriott property who took my clothing for dry cleaning, and failed to return it to me. This has been confirmed with the staff and the General manager as well as Marriott. I have asked for months to be compensated, and they failed. The official laws state that the property must reimburse guests 10 times the cost of the laundry service if it is lost or damaged. 10X would never pay for the costs of the clothes. Nonetheless the hotel and Marriott will not reimburse one cent.. The hotel after several months gave me a paltry amount of points in compensation for a incident involving a very rude employee. This had nothing to do with the lost clothes. Marriott corporate thinks it is acceptable to loose paying guests property and do nothing about it.Desired Settlement: The law states that I am paid 10X the cost of the services... This is the minimum. Since for months I have emailed, and made international calls and wasted my time. I would expect at least 500 Euros reimbursed to me. Also a personal apology from Mr. Marriott. Supposedly he disregarded my concerns which are valid. It would be nice to see the 500 Euros come from his wallet but I doubt it.

Business

Response:

Per [redacted] General Manager Courtyard [redacted], your cleaning was not lost. You did not filled out the cleaning form (no name & room number) so it took a while until the hotel found it however you did received all of your goods back.

Consumer

Response:

The reply is incorrect. The hotel Never returned my clothing nor found it. They even admitted to not finding it and told me they were looking for it. I have emails to prove what I say. The GM thought my clothes were returned when he first contacted me months later, but I informed him this was not the case. If my clothes were returned to me I would like a tracking number or some sort of evidence. Which there will not be.

Review: I purchased a $50.00 e-gift card for my mother's anniversary on 10/30/14. The $50.00 was debited from my bank account immediately. I provided all of the necessary information when I placed the order to have the e-gift card e-mailed to my mother. The website guaranteed the delivery of the e-gift card to my mother's e-mail within 1 day. It is now Monday 11/3/14 and my mother never received the e-gift card that I've already paid for. In addition to this issue, I was on the phone for several hours with various Marriott customer service personnel on Friday 10/31/14 to find out what happened and why my mother never received the e-gift card. It has been a nightmare for me every since. I was provided with a customer service phone number to call to follow up on my issue, and was told they could not help me. They proceeded to provide me with another phone number for a different department that they claimed could help me. This cycle continued over and over again about 10 more times throughout the course of the entire day. To add to the frustration, I was at work during this time and had to be dealing with this issue over the phone while I was at my workplace. By the end of the day on 10/31, I had been redirected to a total of 8 different phone numbers, all claiming to be unable to help me! Furthermore, they could not tell me who could help me! I was being redirected and redirected all day long from department to department and every single one of them said they could not help me but were not sure who could. I even asked to speak to a manager at the Marriott hotel that my mother planned to celebrate her anniversary at ([redacted] Marriott) and I was told I was being connected to the manager and they never answered! I ended up leaving a message for the manager and to this date have not received any phone call back! I am completely outraged by the treatment I received and the fact that by the end of the day, the situation had still not been resolved! This is completely unacceptable customer service and I have never in my 30 years experienced a company treat a customer so poorly and with so little care.Desired Settlement: I expect a full refund for the e-gift card as well as repayment for my cell phone minutes that I spent on the phone with customer service all day because I was redirected upwards of 10 times. I also have lost all faith in this company so in order to restore my business, I would expect them to make amends with me in the form of some sort of incentive. Thank you.

Business

Response:

November 7, 2014

Dear [redacted]:

Thank you for speaking with me this morning regarding the challenges you received from all the phone numbers that you contacted.

Please accept our sincere apologies for any poor service you may have encountered. On the Marriott.com website (gifts.marriott.com) it is noted, “Contact Us: ###-###-#### *Monday – Friday: 9 a.m – 7 pm EST/ Saturday: 10 am – 4:30 pm EST.” It is right below where you choose to select “Mail a GiftCard” or Email an eGiftCard.” We apologize that we are not able to offer any type of compensation regarding this matter.

I appreciate your taking the time to bring this to our attention.

Sincerely,

Line K[redacted]

Corporate Liaison

Mr. Marriott’s Office

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]

Line-

I am rejecting this response because: your response was completely unacceptable. The number you referenced in your e-mail response was one of the first phone numbers I called and I got no where. I left a message DURING BUSINESS HOURS and NEVER RECEIVED A PHONE CALL BACK. That being amongst at least 10 phone numbers that I was redirected to throughout the entire day, wherein I was told that no one could help me and no one knew who could help me with this matter. I am completely insulted and honestly, disgusted, by your lack of cooperation and consideration toward this matter and your response just proves even more that your customer service is far below par. I will continue to pursue further action with this matter until I get a response that is to my satisfaction.The fact that you are offering me no sort of compensation shows your disregard for your customers and business. Thank you.

Regards,

Review: Double charged me for a complete stranger who was not in our group. Showed them group authorization and was told their ultimate decision is to leave the charge of a stranger on my credit card. Asked twice when I checked out if we were all good to go, and received just one bill with my room on it. Checking credit card statements I was billed for another room. [redacted] the Manager has no interest in fixing this matter as it has been a month since my stay. Was on a military stay overnight with my flight crew, provided flight orders showing all of our party involved and was billed for a **. [redacted] which nobody knows who is.Desired Settlement: Refund ASAP to Government Travel Card.

Business

Response:

We have been in contact with **. [redacted], apologized and informed him the [redacted] Courtyard has refunded the incorrect charge.

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

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: The Nature of the issue is as follows. The nature of the issue is as follows. My husband and our family are pcs'ing from Fort [redacted], Alaska to Fort [redacted],Ky. We are clearing out of our house on post and needing to stay in a hotel with our family for 20 nights after moving out until we are clear to drive to our next duty station. We just had a baby and was looking forward to a nice stay once again with Springhill Suites. Did not expect to be treated like we were over the phone. I have been a loyal customer of Marriot/Springhill Suites for the past few years, we have stayed many many times because of how nice the hotel is here in [redacted]. Because I am a loyal customer and stayed so many nights, I earned a free night through my rewards program. I called to use it towards our 20 night stay because it would help us tremendously. I was then told that Alaska does not have any level 4 hotels, so I asked if I could at least have an extension on it until we move down to the lower 48 since I did earn this and it is not fair that Alaska does not have any level 4 hotels. I am upset by this so I was transferred to an after hours Marriot line. Her name was [redacted]), she would not give me her last name nor tell me where she was based out of. I asked her about what I could do since I did earn this free night, she VERY RUDELY stated "well its been a year and you haven't used it"! My husband is military, sorry we don't get to go on vacation very often or when we choose not to mention there are no level 4 hotels here apparently. She continued to talk over me and was such a rude, arrogant,snotty, ill mannered woman, I was ENRAGED by her behavior towards us over the phone. I have been a loyal customer this long, and this is how customers are to be treated? What is the point of rewards if we cannot use them? This lady was a terror. I have NEVER let someone speak to me like that and I am not going to start now. She continued to go on about how she was not going to help me because she doesn't allow for extensions. She did not even want to hear what I had to say, so I let her know what she was acting like and then proceeding to hang up on her due to her attitude and unprofessional attitude. She refused to hear anything I had to say. She kept going on and on and talking louder and louder and trying to degrade me over the phone. I was not having it over the phone. A lot of military families are leaving here soon and I plan to let them know our experience. We had plans to stay (even booked) before calling for our stay. Reconsidering our decision for our family to stay because of the treatment we received.Desired Settlement: I would like an apology as well as our very much deserved free nights stay because I earned it through our rewards.

Business

Response:

Dear [redacted]:

Please accept our apologies for the treatment you received when trying to utilize your 1-4 category promo certificate in Alaska. Unfortunately, we do not have any locations in Alaska that are 1-4 category hotels.

Upon review of your promo [redacted] certificate we see it is soon to expire. We have as a one-time exception reissued the certificate as a [redacted] certificate for one year to give you an opportunity to use it in the future. It still remains a 1-4 category hotel certificate.

Thank you for bringing this matter to our attention. We appreciate your business and look forward to welcoming you in the future.

Sincerely,

[redacted] / Corporate Liaison / Mr. Marriott's Office

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: We booked a hotel from Marriott.com using (Cash+Points) 3 weeks before the stay date. At the time of booking the price was $149/night. One day before the stay, we received an email saying the reservation will be cancelled if we don't pay $200.

They are failing to stand by the price garantee. The day before we get an email asking for $200 or they will cancel the reservation. That is extortion, especially when they failed to notify appropriately.

Upon calling the customer service, they were extremely rude, and refused to give the last name or any identifier. The name we received was [redacted] who claimed to be the manager.Desired Settlement: I would like to receive an apology letter from "[redacted]" and a refund for the say to compensate for the aggravation the day before travel.

Business

Response:

The [redacted] family selected "points plus cash" when making their reservation on Marriott.com and believed they had reserved one night using Marriott Rewards points and one night at $149. Instead, they reserved both nights using Marriott Rewards points. This meant they would have to earn or purchase 16,000 points prior to arrival in order to have the 50,000 points required for the booking. We did not show a reward certificate had been ordered for the reservation so our Marriott Rewards office sent an email indicating the additional points could be purchased for $12.50 per 1,000 points (16 x $12.50 = $200).

Review: I stayed in this hotel on 1st floor and went to dinner to find fire trucks had us locked out of the hotel for 3 hours, there was a faulty sprinkler head on the 3rd floor that broke and my room was on the first floor, needless to say my room was flooded and my laptop was soaked and ruined (a 1500.00 laptop ruined) the manager is not responsive to my questions as to why I still have not gotten credit on my account for all my troubles and what is going on with my laptop. The other 2 families I was with received a one night credit on the spot and they had no damage. I have not received anything and the marriott still has a pending transaction on my account for 136.00 that they have not taken off yet. I would like to receive credit for the full week and a 1500.00 check for my laptop. I have been calling and emailing with no return calls or emails to this hotel !!!!!!!Desired Settlement: DesiredSettlementID: Refund

refund of my full week and 1500.00 for my laptop

Business

Response:

[redacted] Anderson, GM, have spoken to [redacted], the wife of the guest several times and spoke with **. [redacted] upon his departure to inform him of the insurance claim that was submitted regarding his computer. He left with an understanding and agreement someone will be in touch with him from the insurance company. [redacted] have adjusted one night room and tax off of her bill for the inconvenience of the fire sprinkler head activation which caused us to evacuate the building as a result. We immediately moved **. [redacted] and his son to a dry comfortable room which they stayed for the remainder of 3 nights and took pictures of his laptop to submit to the insurance company.

[redacted] touch basis with the insurance company on Tuesday and they have been in touch with [redacted] discussing the type of computer, age, etc. Explained that the computer claim is to be handled by the insurance company and that's where we are. The compensation piece has been completed and as promised the claim is in progress.

General Manager

Courtyard by Marriott [redacted] Ga. [redacted]

Office: [redacted] ext [redacted]

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

NEW EMAIL ADDRESS: [redacted]

Consumer

Response:

As of today 8/5/13 we still have not received compensation for our damaged laptop and I also feel one night stay is not enough compensation for all the problems we had. There was 2 other families that received the same one night compensation and they had absolutly no damage.

[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:

Regards,

Review: I recently went to Atlanta for a job fair through the college that I am attending. I brought two suits with me. When I arrived, I immediately plugged in the iron and put the dial to "silk". When I touched the iron to my pants it immediately melted a hole in them. I have ironed quite a bit from being in the Army for ten years. Never have I seen an iron get hot enough to burn a hole through clothing that quickly.Desired Settlement: DesiredSettlementID: Refund

Replace the cost of my suit. It was $200 USD.

Review: Absolute Unpleasant Experience. Incredible Lack of Communication Skills & Professionalism. Very Disrespectful Staff.

I made reservation for November 7th, 2014 at the Renaissance Raleigh North Hills Hotel located on [redacted] in Raleigh, NC [redacted]. The reservation was for artists scheduled to perform a show the night of November 7th. Our Confirmation number was [redacted]. Our reservation details are as follow: Check in date; Friday, November 7th, 2014 Check out Date: Saturday, November 8th, 2014. We agreed to pay a total amount of $740.77 for 3 rooms, including $27.92 for taxes and other fees. We checked in and everything seemed to be fine until it was time for the guests to leave for their performance. A gentleman whom was a hotel employee came up to one of the rooms with a very nasty, rude & disrespectful attitude & tone telling us that there had been a noise complaint. We politely apologized & explained we were leaving to the show. He threatened to involve police for no reason & was very interrogative. The guests expressed they felt disrespected & racially profiled and discriminated. We accepted we needed to quiet down and quietly left for the performance. When we returned to the Hotel around 4 A.M. to drop off the guests things took a complete different turn. As we were exiting the lobby the same gentlemen stopped us and told us we had to leave immediately due to another noise complaint. He was very rude and loud & his body language demonstrated that he was ready to act aggressive or violently. We asked him to calm down & explained that the guests were packing their bags because they had a 6AM return flight. He raised his voice repeating: "NO YOU ARE GOING UPSTAIRS AND ARE LEAVING RIGHT NOW". We went ahead upstairs and explained to the guests that they had to exit with us. He began to agitate himself and followed us to make sure we didn't "trash HIS rooms". We never refused to leave yet he involved the Police, whom sent 3 Cars a total of 4 officers, plus the 2 Securities. That is a total of 7 people for a simple situation. When later speaking with the Manager of the Hotel she explained that the Policy was that 1 warning is given, and the 2nd incident we are asked to leave and if we don't cooperate the Police is involved. The Police was already involved before we were even informed of the second noise complaint. We calmly asked the guests to finish packing and leave.

Reviewing our Bank statement we received a total of 3 charges. 1 for $525.96, and 2 for $249.13 which totals to $1,024.22 not $740.77. We called our bank to dispute the difference between the $525.96 and the $263.12 which is the $249.13 + the $13.99 Internet Upgrade the guest used. The disputed amount was $262.84. Bank told us to contact the the hotel regarding this. We did and spoke with Ann N[redacted] whom was also quite disrespectful, she even laughed at me during the call. She said that the charge was for a smoking fee. We first confirmed if the guests did or did not smoke in the rooms, then returned the call and confirmed that there was not any smoking in any of the rooms. She stated they have photos of tobacco and ashes in the room but refuse to show us the photos or provide evidence proving what time they were taken and that they were in fact taken inside the rooms we occupied. When we questioned that, she offered to pull something she called a 'full lock report' which would show who entered the rooms and at what time. This would be useless because the gentleman would not let us close the doors behind us, and he pulled the Swing Bar lock in front of the doors preventing them from closing. We believe he did this purposely with the intentions of placing the Tobacco and or ashes himself then taking the pictures. The police officers checked the rooms and said we were clear to go and that there was no problem. This was the upmost unpleasant experience in our lives. We are highly disappointed in the lack of professionalism, humanism, respect,Desired Settlement: We are not willing to pay the smoking fee and will take legal actions regarding this matter.

Business

Response:

Mr. Marriott's office has spoken with Richard R[redacted], General Manager.

Standard protocol was followed when you and your group were asked to leave due to the noise complaints the front desk received.

Marriott is a smoking free hotel and has pictures of the smoking evidence in the rooms reserved. You were correctly assessed a $250.00 smoking fee. Please feel free go through Chase if would still like to dispute the smoking charge. The hotel will provide Chase with the evidence they have.

Review: Multiple problems with this visit. Initially was charged $30 more per night than a friend for identical accommodations and dates, after contacting Marriott they said I was charged more because I booked "late" but I booked 2 months earlier than friend of mine, so was blatantly lied to; this was price adjusted but was doubly insulting that I was charged more initially and then wasn't given an honest answer as to why. 2nd issue was after check-in the lock on the room locked me out multiple times due to a faulty door lock. When I went to seek assistance I was insulted and ridiculed by a security guard for my "inappropriate attire" (I was dressed more conservatively than half the people in the lobby) - this is the biggest issue here, but by no means the last. When it's the hotel's fault that I get locked out of my room, customer service personnel should NOT be insulting the customer for seeking help. This was only the first time I was locked out of the room, the 2nd time I was locked out of the room took 30 minutes to get back in (this was when the hotel discovered that the lock was defective). And then upon checkout, attempting to get my car out of valet was a fiasco. I called to get the car pulled out as I was checking out and was told that valet was "not accepting calls" and that I'd have to go stand in line; another hour wasted. On top of all of this, during the stay, there was a neighboring guest that had an altercation that woke up multiple people on the floor (around 4am?). When I called to report this it had obviously been reported and security was on their way to deal with it but this had been going on to some extent for 2 days; it shouldn't be getting to the point where someone is literally fist-fighting in the halls for a 2nd day to resolve this. This was without a doubt the worst hotel experience I've ever had.Desired Settlement: I'm requesting a full refund. I also request disciplinary action against the security guard who chose to insult me for being locked out of my room.

Business

Response:

Hotel response to [redacted]:

From: R[redacted], Michael Sent: Monday, October 20, 2014 9:53 AMTo: [redacted]Subject: [redacted] Marriott

Review: On 8-21-14, I ordered an electronic gift card from marriott.com (order# [redacted]). Several hours later, a CSR left a message, telling me to call back for order verification (###-###-####). The CSR I spoke to was incompetent. She couldn't look-up my order by order number. And she kept asking me for my Marriott rewards number, even after I had told her several times that I didn't have one (She seemed "scripted,"like a cartoon character). After a long delay, she finally found my order. But she had no idea what needed to be verified. After another long delay, she then just spewed some "canned" material about Marriott's general practice of calling members to verify online orders of gift cards. But she couldn't tell me whether my gift-card order was now considered "verified," as she still didn't know what needed to be "verified," or whether anything actually needed "verification." Incidentally, this type of " phone verification" is hilariously antiquated. [redacted] & [redacted] have programs that absolve merchants of risk for "card not present" transactions. Marriott's executives might want to look into Verified by [redacted] & [redacted].Desired Settlement: I want my Marriott electronic gift card delivered immediately. And I'd like Marriott to send me another $25 electronic gift card as compensation for my having to deal with the buffoonery of a Marriott CSR.

Business

Response:

After leaving a voice mail and an email requesting he contact us back to discuss, the following email was sent to [redacted]:

From: C[redacted], Candice Sent: Friday, September 12, 2014 2:29 PMTo: [redacted]Subject: Revdex.com submission regarding your experience in ordering a Marriott Electronic Gift Card

Review: I purchased a package to come to find out it wasn't all included.

I bought a package deal on 4/9/14 called the seascape romance package and clicked on link and made sure promo code [redacted] was entered. It then brought me to the option pay now and get no cancelation for $183 or $249 obviously I knew I was going and clicked advanced purchase price non refundable. I like to call the night before a reservation someplace to confirm and make sure everything is all set. I called to confirm my package and they said you didn't order that package rudely. Told me by clicking advance purchase voided out the package deal they believed. Why wouldn't the site say this?? why would a site direct me to something totally different even with a promo code? They did nothing about my anger and frustration and offered me no deals for dinning packages. I live local and my family members go here monthly as a close getaway. I will not be returning due to this. I told a friend of mine who worked in the spa there my story and she told me I had every right to be upset and was surprised they didn't work anything out with me for all the confusion. I don't know if this is a computer glitch with there programing for online reservations or what. But they will be losing more customers if it doesn't change and if when it does they don't compensate for it.Desired Settlement: A refund or the Seascape romance package I KNOW I proceeded to the checkout with.

Business

Response:

Our Sea Escape package is a 2 night stay package so it’s not at all possible to book this for 1 night, and **. [redacted] was a 1 night stay. It clearly states this online and on the reservations page. It is not possible to do an advance purchase on this package nor does it give you that option. It only allows advance purchase for a regular rate not package deals.

Review: I Notified the hotel in advance to pick me and my family up at the train station. When the hotels shuttle arrived we entered and the van was freezing. We asked the driver to turn on the heat and he did not acknowledge our request. My girlfriend asked the man if he could speak english and he replied with saying no. We continued to tell the man that the shuttle was cold and he hinted as if he needed to save gas for vehicle and went on driving. When we checked into the hotel we went to our room which was freezing and felt colder than outside. I Immediately got a headache from the cold. I turned the heat on and the heat did not seem to work. I continued to turn the heat up on high and waited ten to fifteen minutes before calling the front desk. The front desk said that they will get me another room. My girlfriend asked for a room on the top floor when we checked in and the lady at the desk said that their where none available. When this issue arrived with the heat she then gave us a new room on the floor that nothing was available on. When we entered the new room it was also freezing but the heat in the room was broken all together. We notified the front desk and she said that she will send someone up to fix the issue. We waited and waited and decided to keep our clothes on and get something to eat while the heat is being fixed. We called the front desk and requested a shuttle. The front desk notified me that the guy driving the shuttle would be fixing the heat so we would have to wait. The shuttle guy came up and could not fix the heat as we waited in the cold. When the shuttle guy realized the problem could not be fixed they front desk moved us back into the room that took more than 30 minutes to heat as we just turned the heat on and left for dinner. As we entered the shuttle it was freezing again and again for the whole trip. When we got back from dinner at the hotel we noticed nuts in the sink and one bar of soap in the bathroom. We booked the room for two adults and two children. Breakfast was terrible so the kids and us did not eat it. The only drink served for breakfast was orange juice. No apple and no cranberry. I went to work in the morning taking the cold shuttle leaving the family behind in hotel. When I arrived on the train the shuttle driver took me on his own personal run to the supermarket which was on route. I was told to wait in shuttle while I noticed the guy going to another car a [redacted] that the had parked in supermarket lot. He drove off while waiting for his own car to heat up and I guess was looking for parking for his personal car somewhere else. I waited stepping out vehicle for a smoke in supermarket lot. After a few minutes I called my girlfriend who was waiting for me to arrive to go swimming in the pool. This took away from my pool time and hottub was closed for trip because of some government ban. The hotel never told us in the booking that there will be no spa use. The first night the children where speaking in the no music in the front room with couch. I was sleeping and didnt hear any loud noise. I hear a knock on the door and the guy tells my girlfriend that if we make any noise that we will be asked to leave. This baffled my partner and I because we didnt notice any loud noises. The radio in the room didnt have a power cord so we called the front desk who brought us one for alarm sake. When I made noise complaint because of stomping above me it continued for hours and even at 6am in the morning. I went to front desk and was told that a 2 year old was making the noise not that it would stop and if I need a room change. I was told I would have to leave for children having conversation and these people above me continuously made noise even after complaint. I was asked to move my room though if it bothered me. I was told to leave the workout room at 10pm and on the door stated 11pm. I had to go back and forth with the shuttle guy who also seemed to work in the pool area. This shuttle guy never smiled and looked angered from the first time we meet and made it clear that he wasnt going to acknowledge any of our request because he did not speak english. There seemed to be racial de crimination comments remarks. We were asked to leave because of noise that wasnt clearly being made. The driver had angry look and de-meaner when we got into shuttle not even greeting us with hello and remarking when being asked questions as not understanding english. being told to leave if any sound was made after first night and presenting it with attitude and no professionalism. When going to front desk and letting employee no we had issues the night before he replied that the guy at night is a mean guy and it seemed to the other minority the same thing. as I am black and the other employee was spanish. The mean look from the lady at the front desk continuously throughout the time spent. Any time a shuttle was requested was in advance and never was to satisfaction.Desired Settlement: Refund and apology because the children where scared and wanted to go home because of the employees disgusting attitudes.

I paid with debit card but would like a cash refund.

Business

Response:

Dear **. [redacted],

I want to apologize for the negative experience you encountered at our hotel on December 25,2013. I certainly seems that your stay was not acceptable or indicative of our standards in any way. Rather than address the laundry list of issues beginning with the cold van and a surly driver to your disappointment with the breakfast buffet and all hotel services, I want you to know that I am still investigating all of these issues and addressing them with the staff involved.

I do not in any way condone the service you experienced and the van driver has been disciplined with written documentation on file that will begin a process to terminate his employment according to NYS labor regulations should this behavior be observed or continued in the future.

Since your room charges were not paid to our hotel directly, we have contacted [redacted] to refund the full expense of your room for $305.88. Additionally, I would like to invite you back for a complimentary night stay in order to provide you with a more acceptable lodging experience that I'm confident we can provide to you. Please contact me directly on my line

listed below so that I can arrange your accommodations.

Warm Regards,

General Manager

Direct - ###-###-####

[redacted] by Marriott - [redacted], NY [redacted] :::