Marriott Corporation

Review: Dear Madam or Sir,RE: Marriott confirmation number: [redacted]Case number: [redacted]I am a Marriott Hotel guest, and recently made a reservation using its official online system. Marriott has a Look No Further(SM) Best Rate Guarantee program to guarantee that its price is the lowest on the Internet. After I making reservation, I found a much lower price on the Internet and submitted the claim; however, Marriott rashly refused the claim and blame its the third party website's fault. So this is the CHEATING and FAKE Guarantee.In fact there is the lower rate on [redacted].com, every customer could book this lower rate on the third party website, and have the same room as official's reservation. I have provided all the information about the lower rate on [redacted].com, Marriott successfully verified the lower rate but refuse to acknowledge itSo this is the way Marriott Best Rate Guarantee program work: if nothing found, it's OK; if there is a lower rate on the third party website, with same billing currancy, same room type, same rate type, same cancellable policy, and lower rate is opened to public, searchable and bookable, it's third party website's fault, nothing to do with Marriott Best Rate Guarantee program.Marriott just deny the valid Best Rate Guarantee claim, and try to fix the problem for the third party website, but instead of redeeming its guarantee. From my opinion Marriott is CHEATING and making FAKE Guarantee.Desired Settlement: So with the help of Revdex.coms, I hope:1. Revdex.coms could kind investigate this case and Marriott's Best Rate Guarantee program, and making their staff have responsibe action and positive attitude in future.2. Marriott could review my Best Rate Guarantee claim again with responsibility and fairly. I have provided all the information related to lower price to Marriott; and this lower rate is still available to the public, searchable and bookable.

Business

Response:

Email sent to guest as follows:

From: [redacted]

Sent: Tuesday, January 07, 2014 11:15 AM

To: '[redacted]'

Subject: Marriott Response

Review: All,

I'm writing to see if there is someone to help and so I can file a complaint that went somewhat unheard. The company I work for uses Marriot for most business travel and we are usually very happy except with this stay.

1. I recently stayed at the [redacted] Marriot for the [redacted] Free Press Marathon run. The hotel was booked when I called about a week ago so I booked another Marriot about 20 miles away. Some co-workers were at this location and the front desk relayed they had a few rooms for $209 per night. When I arrived and booked my room it was $269. The front desk said there was nothing they could do so I emailed the management team (see thread below) and they basically said without the front desk person's name I'm at a loss.

I’m only ask for the $60 difference which seems small in the large picture to keep a hotel guest happy especially since this weekend the hotel was booked solid and the amount of stays I have done and will be doing with work.

2. My wife is very claustrophobic and we were told by more than one person we had no choice but to take the elevators. The stairs were for emergency purposes only! After ruining a few hours of our stay we finally found a maintenance person to let us in a stair well. This was very inconvenient and ruined a lot of our time at the hotel and in the [redacted] area. It sounds like it's not what's supposed to happen (again see below.) So to me this is a major training issue and safety issue for guests with needs.

Please help me find resolution.Desired Settlement: Acknowledgement of the stairs issue and a credit/refund for the rate quote.

Business

Response:

Dear **. [redacted]:

You stated that a friend staying at the hotel spoke to a person at a desk no name given and was quoted a $209 rate. On 10/19 (hotel opened a few rooms at $269). You came to hotel and when you arrived received the $269 rate.

We are holding firm as all reservations that opened that day were offered $269 rate.

We are do apologized for any frustration this caused you.

Review: I stayed at this Marriott location on 10/31/2014-11/01/2014 checking out 11/02/2014. Upon checking out I realized that there was a $250 fee charged to the room, I called to see exactly what this charge was for and was informed it was for smoking on the patio of our hotel room. To put it simply, this is a lie, nobody was smoking on my hotel patio that I know of. My wife and I are non-smokers. When I inquired with the hotel manager she said that I was warned three times by security for smoking, once again this is completely false. I was talked to by security for noise on a couple of occasions as I had a blue tooth speaker in the room. I believe the security officer(s) were annoyed with me for having to return, and this is the reason for the charge. With that in mind, if the $250 was for the noise; while not being happy about it, I would not have progressed the issue. Additionally, the manager told me when I spoke with her that she would have removed the charge if I was more courteous on the phone. I was completely cordial for approximately 10 minutes until I realized that she wasn't going to help in any way and then I got upset, which is when she stated she would have removed the charge.

It should be noted that we were on the first floor and our patio opened directly towards the pool. There is public access to our patio where anyone who was at the hotel could have walked up and sat down on our chairs and smoked. I realize this is unlikely, but it is more plausible then my wife or I smoking on the patio. I did take pictures of the room and patio which shows no signs of smoking and clearly illustrated public access to the patio.

I have already disputed the charge with my credit card company once. I submitted another one today about the same transaction.Desired Settlement: I would like a refund of $250 on my credit card and an apology from the hotel.

Business

Response:

November 26, 2014

Dear [redacted],Thank you for sharing your additional feedback. Please accept my sincere apologies for this regrettable situation escalating to this point. My Security team is quite detailed in their reporting of incidents at our resort; however, I will err on the side of goodwill and honor your request for this smoking fee to be refunded. The credit of $250 will be processed today. Please note this may take 3-5 business days to reflect back to the credit card on file.Sincerely,Jim S[redacted]General Manager :

Consumer

Response:

d: Complaint resolved by businessInboxx Revdex.com of Metro Washington DC4:48 PM (18 hours ago)to me ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Wed, Dec 3, 2014 at 12:28 PMSubject: Complaint resolved by businessTo: "[email protected]" <[email protected]>I just wanted to let you know that my complaint # [redacted] was resolved by the business in question.Thanks,[redacted]

Review: Between January 9 and January 10, 2014 someone entered out hotel room and removed an [redacted] that had been placed inside a tote bag and placed in the bottom of a closet. We reported the theft to the front desk and without any specific promises we were lead to believe that it would be taken care of. On January 12, 2014 we were contacted by [redacted] with the hotel. He filled out a claim and said they would check the lock to determine who had entered the room. With the belief that it must have been removed by a hotel employee, we felt sure that it would be taken care of by Marriott. Within a few days we were contacted by Marriott and told that they were investigating the theft, although by Georgia state law they were not responsible. We felt that it was obviously a hotel employee they should be responsible for their employees actions. Around the first of February I spoke to [redacted] by phone. He confirmed that the key swipe record of the lock had been checked. The only time our room had been entered by anyone except us was by a long time employee of housekeeping. Because of her longtime employment they felt she would not have stolen anything from a room. While we don't know who took the [redacted] air, we do know that if the only person to enter our room was a hotel employee, then it was taken while the room was under their control. We have since received a letter from Marriott stating that they were not responsible and would not compensate us for the loss.Desired Settlement: DesiredSettlementID: Refund

I would like to be compensated for the cost of the [redacted] air. It is used for business purposes and and had to be replaced immediately.

Business

Response:

Dear [redacted]:

Review: I stayed in [redacted] Suites located at [redacted], VA [redacted] on the dates of January 7 - January 9, 2014. This was a total of 3 days, 2 nights. When I arrived on January 7 around 8 pm, I went to get a shower and noticed there was no hot water at all. I called to inform the front desk of this issue and they were unaware of what was happening. The front desk attendant made a call to the maintenance worker on duty and said she would return my call within 20 minutes. That call never came and 45 minutes later I called her back. She said the boiler had been turned off and was unable to explain why. She stated that the hot water would return within 20-30 minutes. The current time was about 10 pm. I waited up until 11 pm, but I had to get up extremely early that next morning and couldn't wait any longer to get a shower. I ended up taking a freezing cold shower. No apology was made at this time.

The next morning I went to work and received a phone call from another hotel worker around 1 pm. They left a voicemail and asked me to call them. I returned their call around 2 pm and they stated that my room had sustained water damage and that they had moved my personal items to another room. I was a little upset about them not asking permission to move my items, however I did not say anything because I wasn't sure what had happened in my room. When I returned to the hotel around 4:30 pm, I was made aware that they had had a sprinkler system malfunction and so I obtained my new room key. When I arrived at my room, I noticed all of my clothes in 3 plastic bags. They were all bundled up and soaking wet. When I smelled them, they smelled musty or of mildew. This was from the sprinkler water that hadn't been used in years. I had no clothes to wear and all of my clean clothes were now soaked and smelly. There had been no attempt to clean my clothes, even after the hotel worker moved my items. Additionally, they forgot some body wash in the previous room and when they did move my items, they didn't take any care to package them correctly in my luggage or arrange them neatly in my new room. I had to take the 3 bags of dirty, wet laundry down to the front desk and they acted like they didn't know they were wet. I asked them to wash them because I was without clothes to change into. They did so, but didn't seem very apologetic at that time. I had asked previously when I returned at 4:30 pm that day that I was upset with my service and wanted to speak with a manager, but this hadn't occurred until I returned with my 3 bags of wet laundry.

The General Manager, [redacted], said she would take care of my laundry and compensate me for my bad 2 days. She called over 26 hours later to inform me she gave me 15,000 Marriott Rewards points. She also said she would give me credit Marriott Reward points for my current stay, which accumulated to around 1,000 pts. This did not occur when I checked my accound on 1/10/2014. She did give me 15,000 pts. However, upon further research, I noticed that this was barely enough to cover one (1) night stay in a cheap Marriott hotel. I was not pleased in the least. The customer service I received was by far the worst I have ever had at a hotel and I travel a lot for my work. I normally like Marriott hotels, but this experience was horrible. Between the lack or returning my phone calls by hotel attendants and management, the lack of basic amenities (hot water), improper transport of my personal items, and inability to clean my clothes when they were well aware of the water damage that occurred, I am very dissatisfied.Desired Settlement: I am asking that I receive 50,000 total Marriott Reward points for use at a future establishment. As mentioned above, I normally like Marriott and would stay again if this is resolved. I just feel I wasn't compensated fairly for 2 days of poor service and the inconvenience it caused me. Not only was the service terrible, but I had to go out of my way to make things livable on my trip.

Business

Response:

Good Morning,

I have spoken to the guest and apologized and the hotel will be adding 15,000 more Marriott Rewards points to the guest account. My office will be adding 10,000 Rewards Points as a good will gesture. Spoke to guest and he accepted the offer and is happy. Issue is closed.

Mr. Marriott's Office

Corporate Liaison

Review: I wear a teeth retainer at night and during the day it was left on the counter next to the sink in my hotel room. When I returned from my conference the retainer was gone and the only thing that had changed was the maid had come into the room and cleaned. The maid is the only person other than my roommates who entered the room. She must have thrown it away when she cleaned the room! The Marriott Claims Department has repeatedly dodged my calls and now has sent me a letter saying that they are not liable for the damages of their negligence!Desired Settlement: The Marriott needs to replace the retainer. It is a medical device that costs over $200! Their maid threw it away so they are absolutely liable!

Business

Response:

Dear **. [redacted]:

We are sorry to hear of the loss of your dental appliance. While we understand your disappointment with the outcome of your claim, the claims administrator has the final responsibility to investigate and determine the outcome based on the Innkeeper's Statutes for the hotel where you stayed. Please contact the administrator for any additional clarification you may need regarding their investigation and liability determination.

Sincerely,

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

Review: On March 24, 2013 I checked into the [redacted] for a one night stay. When I first got there the front desk clerk was very rude. He told me he did not have my reservation on file and that I would have to just come back later when it comes through. I asked how long and he said "I don't know." Eventually, I checked in but the T.V was not working so I called the front desk to ask for assistance. The fron desk clerk said he would put in a work order and send someone up. They never came and everytime I would call to asked the clerk said "someone should be up shortly." Then at 6:00 am the fire alarm went off in our room. I called the front desk and she said there was smoke in the hallway and we needed to evauate the hotel. I packed my stuff and went to the lobby to talk to the front desk clerk about a refund on my room. I asked to speak to the manager and she stated that she was on her way and I can talk to her when she gets in. I left and came back around 10 am and was told that the manager was busy with the fire dept and would have to call me when she is free. I never received a call so I called back at 4pm and was told that she was not in and would have to call me back. I called back on March 26 and was told that the manager was busy and would have to call me back. As of today, April,4th I still have not received a refund or a call from anyone from the hotel.Desired Settlement: DesiredSettlementID: Refund

I want a refund for the room of $71.46.

Business

Response:

Good morning,

Please know the property in question is not a Marriott property so we are not in a position to respond to this guest.

Review: I have been receiving unsolicited "rewards" emails from Marriott International since 8/26/2014. These messages are not addressed to me, but are rather addressed to a "[redacted]." These emails also contain sensitive financial information intended for [redacted], which is highly inappropriate, and introduces a level of risk on my part: should my account be compromised, I am a party to further unauthorized distribution of [redacted]'s information.

On each occasion, upon receipt of these messages (8/26, 8/29, 9/1, 9/4, & 9/7), I have informed Marriott International via the sending address of this error, and requested immediate action. I have never received a response; only more unsolicited email. On 9/4, I forwarded this issue to the registered owner of the domain, [email protected], to no avail. As of today, I have forwarded the issue to the registered registrar, [redacted], and have received no response as of this correspondence. I suspect that neither of these email addresses is monitored, which is a violation of ICANN registrant rules and regulations as of January 2014.Desired Settlement: 1. Immediately halt all unsolicited email to [redacted], disassociate this email address from any ties with [redacted], and remove this email address from any related databases that might result in future unsolicited contact.

2. Inform your customer, [redacted], of a potential breach of PII, as required under various State and Federal statutes related to consumer protection.

3. Take steps to prevent this issue in the future. Suggest you invest in a simple email verification system, which would have prevented this issue from occurring altogether.

4. Update or begin monitoring your stated public email address, registered to your domains.

Business

Response:

Dear [redacted]:

Please accept our apologies for emails sent to you in error. The member has been contacted and his email address has been corrected. You should not receive any new emails sent to his attention. Please allow time for any preset emails to clear our system.

Regards,

Michelle L[redacted] / Corporate Liaison / Marriott International

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: On 10/10/2014, I logged into my Marriott Rewards in hopes of having enough points to stay an extra night on an upcoming business trip. To my initial delight, I did almost have enough but could pay $12.50 for the extra I needed in order to stay the additional night. I went through and booked my reservation thinking I was using my points ONE night(10/11/14) and purchasing the ONE night (10/12/14) outright. It was only when I checked out did the manager tell me he was unable to give me a detailed receipt and informed me to call Marriott Rewards. I did upon my return 10/15/14 and after explaining my situation in great detail they informed me it was my error in booking that I purchased points for both nights and because of that they were not able to assist me. I asked numerous times is there any other way? I need a receipt to provide my employer who is a state institution a receipt of the one reimbursable night. Again, they apologized and said they could not do anything to help me. I submitted the paper work to get reimbursed which my employer refused given that it is not a detailed receipt. I explained to my employer the situation Marriott forced me in. They like me do not understand why an itemized receipt can not be provided. I reached out to Marriott again 10/20/14 begging at this point for a solution. Once again they told me it was my problem not theirs. I called the hotel I stayed at again and told the same thing. I am a hard working single mom who is on a monthly budget. Since now I am without $125, it has caused a hardship on me and my family. Marriott did not and does not care about the hardship they have caused on me. They still refuse to give me an itemized billing. I am hoping the Revdex.com could encourage them to do the right thing .Desired Settlement: My desired outcome is to ave a full refund of cash and points due to the overwhelming stress this issues has caused me since I am unable to get reimbursed by my company.

Business

Response:

This is the email the hotel Gneral manager sent to [redacted], today.

From: Fairfield Inn [redacted] Central [mailto:[redacted] Sent: Tuesday, October 21, 2014 9:59 AMTo: '[redacted]Cc: [email protected]; [redacted]Subject: Marriott Customer Care Issue - [redacted] - [redacted]

Dear

Dear [redacted]

Our Marriott’s customer care office has communicated your concerns in regards to your receipt for the reward points you purchased in exchange for a room accommodations at any Marriott property.

I want to convey my apologies for the issues you encountered with your receipt. Unfortunately Fairfield Inn Suites [redacted] is not able to issue an itemized receipt of your room charges which was processed as an exchange with rewards points and this transaction has no monetary value. I am extremely sorry for all the confusion this event has created.

I do hope that you allow us the opportunity to restore your faith in our Marriott hotels; as you know everything we do is aimed at providing you with an excellent hotel experience, we truly appreciate being able to serve you again in the near future

Yours truly,

Miguel M[redacted]

General Manager

Fairfield Inn & Suites by Marriott

[redacted] Central

[redacted], FL [redacted]

Phone ###-###-####

Cellular ###-###-####

Fax ###-###-####

[email protected]

www.marriott.com/tlhec

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: Yes, I recieved the email from the individual hotel. This is a Marriott reward issue. They should be able to break down exactly what I paid for Sunday and for Monday. There is no excuse for not being able to provide a basic itemized receipt. An example would be [redacted] stayed on 10/12 using her points and buying $12.50 in points to stay that night. The next night 10/13 [redacted] made a purchase of $127 in points which she used to stay that night.

Review: Billing Statement and Unauthorized Charges. I am getting no response from the [redacted].

I stayed at the [redacted] in [redacted] for a [redacted] Conference from 8/10/14 thru 8/14/14. I am a federal employee and upon checking in I provided my tax exempt certificate to the clerk at the desk. He assured me that it would be applied to my account. Upon reviewing my two separate bills that I went down to have broken up for 8/10/14 thru 8/12/10 and the other bill for one night 8/13/14, checking out on 8/14/14, I see that there are multiple taxes applied to my bill and it is not broken up appropriately. There is state tax, parking tax, OCC tax, city tax, etc. I should not be charged any taxes. Additionally, I did not have a car until the night of 8/12/12 but was charged parking everyday. I asked to have two separate bills divided and I have 3-5 days to submit my travel claim based on federal regulations. I have not gotten a response from anyone at the [redacted], no email, no return phone call, etc. I specifically went to the front desk on the night of 8/13/14 to explain this to the clerk and manager. They assured me it would be taken care of but it wasn't. I need all taxes removed from the bills and it should only reflect the room charge of $122.00 at the government rate. The last night was on a separate credit card and the other nights were on my federal travel credit card. I need these taxes refunded immediately to the cards and the bills corrected and emailed to me. I am upon my deadline to submit my travel claim and the federal government will be getting involved next. I have repeatedly emailed and called the [redacted] in [redacted] and I am having no luck getting this resolved and so I am now filing this official Revdex.com complaint to get it resolved.Desired Settlement: Email me both corrected billing statements and provide the corrected refunds.

Business

Response:

From: S[redacted], Jennifer Sent: Thursday, August 21, 2014 7:07 PMTo: [redacted]Subject: RE: tax exemption

Review: I checked into a Marriott Courtyard [redacted], Florida [redacted] USA ###-###-####I was dissatisfied with the room. I called the front the desk. I was told that I could check out at no cost. I went to the front desk and talked with two female employees. Each confirmed that I would not be charged. The Valet went and retrieved my auto. I stayed the nightat another hotel. I have since examined my credit card bill and I was charged 131.00.Desired Settlement: I checked into a Marriott Courtyard [redacted], Florida [redacted] USA ###-###-####I was dissatisfied with the room. I called the front the desk. I was told that I could check out at no cost. I went to the front desk and talked with two female employees. Each confirmed that I would not be charged. The Valet went and retrieved my auto. I stayed the nightat an

Business

Response:

[redacted] was refunded the incorrect charge on July 2, 2014.

[redacted] ¦ Director of OperationsCourtyard by Marriott [redacted], FL [redacted]P: ###-###-#### ¦ F: ###-###-#### ¦ [redacted] On Wed, Jul 2, 2014 at 8:46 AM, [redacted] <[redacted]> wrote:[redacted]Together, with my Loss Prevention Manager, conducted an investigation regarding your stay at our property. I personally talked to the associates that where present the day that you checked out, and they told me that they confirm that there were not going to be any charges for your short stay. I will reimburse your credit card immediately and you will be able to see the credit back on your account in about 2 business days. I apologize for any inconvenience that we have may cause you and please let me know if I can do anything else for you.Have a great daySincerely,

From: [redacted] [mailto:[redacted]] Sent: Wednesday, July 02, 2014 4:27 PMTo: [redacted]Subject: Re: Courtyard by Marriott [redacted]Thank you [redacted]. Your diligence is appreciated.

Review: We checked into the Fairfield Inn & Suites in [redacted] NJ on August 31, 2013. When we checked in, we were given a specific room. When I went into the bathroom, and ran the faucet in the sink, water started leaking out from below the sink and splashed all over my clothes and there was a mini-flood in the bathroom. So I called the Front Desk and told them about it. They said they would help us switch our room. Somebody showed up with keys to a different room and we moved. The next morning when I was in the bathroom of the new room, I saw insects crawling on the floor and the wall of the bathroom. It was absolutely disgusting and we checked out of the hotel without taking a shower. I complained at the Front Desk when I checked out and was told that a Manager would look into it and get back to me. Nobody called for 2-3 days. So I called again and left a message and was told that the Night Manager didnt receive the message perhaps and it would be passed onto him/her and somebody would call me. Its more than a month later and I have not received any call back.

Business

Response:

Hotel responded to the guest with the following letter, apologizing and adding Marriott Rewards points to their account.

From: [redacted]

Sent: Wednesday, October 23, 2013 11:48 AM

To: [redacted]

Subject: Comments regarding your experience ([redacted])

Review: I stayed at a Marriott & picked up a Marriott Brand Catalogue which featured a Marriott Mattress & Box Spring. When I called the [redacted]# to place the order the woman said I needed to try one out first, so she gave me the address of a Marriott about 47 miles from my residence. I called them and arranged to drive over, which took an entire morning. The concierge and security accompanied me to a room to try out the mattress, which was fine. I then called to place the order w/the same person and sahe said the catalogue was outdated and the price was not available. I went through Debra C[redacted] in Mr. Marriott's office at Marriott HQ's in Bethesda, and he ok'd the sale price. I again called [redacted] C/S to place the order. She said it would take a month to get the set, they had to order it as there were in the local vicinity. She said that was a shame because customers are suppose to try them out first before buying. Two days later I got a call from a local delivery service saying they had the mattress set to deliver. I was amazed & called C/S who said they didn't know how they got it there so soon. The foam mattress is so hard I wake up during the night. C/S said 'too bad" that I should have purchased a mattress cover from them for $175. which adds some softness. I again contacted Debra C[redacted] and she referred it to C/S, who called me and said the supervisor remembered 'dealing w/me' and I should have pruchased the mattress cover to add softness. The mattress cover was never mentioned at the time of the sale, and if it is imperative to using the mattress then it should be stipulated. The customer should be made aware. This was not done, and there has never been an explanation from C/S where this mattress came from. Obviously, it was local so why didn't I get to try it out first?Desired Settlement: A refund for the mattress set and/or the mattress cover ($175. on sale for $134.) free.

Business

Response:

Good morning, Ms. [redacted]:

Review: Since September/2014 I have been contacting Marriott Rewards via phone and e-mail regarding the posting of the points not credited to my Marriott Rewards account. I checked in on 9-10-14 and checked out 9-11-14. During my communications with Marriott's customer service I mentioned that I always have the same issues when staying at this hotel. On 10-14-14 I provided Marriott's Internet Correspondence S. /Marriott Rewards Services, Mr. William V. a screen print of my original reservation containing the reservation details corresponding to the missing stay. He replied on 10-17-14 indicating he was going to contact the hotel and address this matter. It has been 1 month since the last communication and I have not heard from anyone and the missing stay points have not been credited to my Marriott Rewards Account submitted duirng the reservation and also when I submitted the missng stay requests.Desired Settlement: I expect Marriott to credit the points/missing stay as established by the Marriot Rewards Program, an apology and also address this issue at the local hotel, which is the only one that I always have the same issue.

Business

Response:

From: C[redacted], Candice Sent: Tuesday, December 02, 2014 10:19 AMTo: [redacted]'Subject: Your Revdex.com submission regarding your missing stay posting for the Courtyard [redacted]

Review: I stayed in this hotel the weekend of 7/18/14-7/20/14 for a weekend get away with family and friends. On the first night of our stay my wife took out a sheet set that was stored in the closet for the pull out bed. Much to my disappointment the sheet had what was human head hair throughout it as well as other hairs on it. Needless to say we were not happy with the situation and questioned the cleanliness of this establishment. This was placed in a zipped bag that was left for the next customer to use. This leads me to question how well sanitary practices are followed. If rooms are properly checked before the next guest how do sheets covered in hair get by. I am normally a big Marriott fan but this time I was upset and disappointed with my stay. It really makes me think as to how thorough this facility is in it's housekeeping practicesDesired Settlement: I feel that a refund should be issued to me based upon the issue with the sheets. It is disappointing that when you hear a quality name like Marriott but then have an experience like this. It really makes me think as to how thorough this facility is in it's housekeeping practices. Again I am generally pleased with the quality of services delivered by this company but this time it was not there. I hope this issue can bet resolved with a full reimbursement for my stay.

Business

Response:

From: [redacted] Sent: Tuesday, August 05, 2014 12:47 PMTo: [redacted]Subject: TownePlace Suites [redacted] DowntownOsvaldo,Mr. Marriott has requested that I respond on his behalf in regards to your experience at the Marriott TownePlace Suites [redacted] Downtown. I would like to start off by extending my sincere apologies for the issue you encountered at our property. I completely understand your concerns and questioning of cleanliness of our property because of the dirty sheets. Our staff, in particular our housekeeping staff, takes great pride in their positions at our property and I was extremely surprised to hear that this had happened. Per your request, we will reimburse you for this inconvenience, in hopes that you will choose to stay with us again in the future. Next time you are in the area, please contact myself directly so I can ensure you experience the true value and cleanliness that our TownePlace Suites by Marriott in [redacted] offers.Hope you have a great rest of your day, thank you for bringing this matter to our attention as it will be addressed.Sincerely,Lynsee *. B[redacted]General ManagerTownePlace Suites by Marriott[redacted] Downtown/Medical Center22 Holland Avenue[redacted], NY 12209(P) ###-###-####(F) ###-###-#### :::

Review: My Marriott rewards number is [redacted]. On June 6, 2014, I wanted to make reservation for July 4, 2014 thru July 6, 2014 at Marriott Villa. Somehow during the reservation process, the reservation became for June 6, 2014 instead of July 4, 2014. When I cancel the reservation, instead of receiving the credit back to my credit card, I received marriott points. later I learned that I was purchasing points to reserve the room. Marriott website must have been click friendly, I missed a lot of detailed information, such as “reservation date” and I was purchasing points to make a reservation; or i'm illiterate..(english is my second language)

I called customer support on June 6, 2014 and the representative said that I needed to call back 3 days later because they can't see it on their system. On June 9, 2014, a male (unknown) representative said that I should see credit back to my credit card within 3 to 4 days. On June 16, 2014, a representative, [redacted], said that I did not receive refund due to not having full credit card information on file so I provided her with full credit card information. On June 20, 2014, I called back again and spoke to supervisor on duty and she states that it's their policy, points are non-refundable.

I did not purchase points to purchase points. I was using my credit card to reserve room. my intention was not to purchase points so marriott should honor my request.Desired Settlement: I would like full refund credited to back to my credit card, an amount of $437.50

Business

Response:

From: [redacted] Sent: Monday, June 30, 2014 9:07 AMTo: '[redacted]'Subject: Your email to the Revdex.com regarding your accidental purchase of Marriott Rewards points

Review: Hi,

Last year, I stayed exactly 50 nights at any of Marriott hotels, including Courtyard, etc. The 47 nights were recorded fine into my membership rewards account. However, the last 3 nights from last year did not get recorded into my rewards account :( I have contacted their customer service department to resolve this issue few weeks ago. The agent at that time told me that she would take care of this issue, so that total 50 nights would be recorded and Gold status would be applied to my account.

However, this issue has not been resolved. I stayed at J.W. Marriott hotel in [redacted], Malaysia within the past 2 weeks and found out that I still have Silver status and not upgraded to Gold status yet :( It was really a nightmare for me to try to request for room upgrade and other Gold benefits. I talked to someone in Marriott Rewards - Malaysia office, but he could not resolve this issue either.Desired Settlement: With this complaint, I would like this issue to be resolved where my membership should be upgraded to Gold status. I had stayed for 50 nights last year at any of Marriott hotels. I am not sure why the last 3 nights from last year did not get recorded into my account. Please upgrade my membership to Gold level, so that I can get the Gold membership benefits for my future stay at Marriott hotels. I have chosen Marriott hotels as my preferred hotel when I travel anywhere in the world. I have followed the requirements of 50 nights stay to get Gold membership status, but at this point, I still didn't get Gold status. Very sad.

The last 3 nights from last year were at Courtyard by Marriott in [redacted]). I stayed for three nights between December 26 and December 29, 2013.

My membership rewards account number is [redacted]

Please do not hesitate to contact me if there is any question. Thank you.

Best Regards,

Business

Response:

Review: This complaint is in reference to Marriott Confirmation Number: [redacted]

Marriott Member ID Number: [redacted]

I have sent Marriott a total of 15 pictures to e-mail addresses:

[email protected]

[email protected]

[email protected]

[email protected]

Review:

I am writing in reference to booking confirmation number: [redacted]; which is in reference to my stay at the **. [redacted] Marriot [redacted] Resort. My stay included the period: 01/28/2014 through 02/02/2014.

My wife and I booked this room through points which we had been saving up for our honeymoon. Both of us carry marriot rewards cards and we normally look forward to out stays at Marriot Hotels. Our honeymoon was our first trip to [redacted] and we were excited for the stay spending 120,000 points to make the stay possible.

Upon check-in on 01/28/2014 we were delighted that we were able to check into our room early which was located in building number ** the [redacted] Building on the Marriot property. The room accommodations were nice until the back-hoe started digging a trench literally right outside our patio. Digging and back-hoe operations would continue over the next three days of our stay so we could not get to the pool conveniently located outside our patio. Additionally we were the only room; Room [redacted] that did not have patio furniture.

Later that evening/afternoon on 01/28/2014 we received a call from the front desk stating that they had a room upgrade for us but since we had already checked into our room we could no longer have the upgrade?!?

During this time on 01/28/2014 we asked about the patio furniture, and the hotel stated that the matter would be corrected but to no avail no patio furniture was provided during our whole stay 01/28/2014-02/02/2014.

On 01/28/2014 we attempted to go to the restaurant on site called "[redacted]" a seafood place by the pool. When we entered the restaurant the hostess said that we could not eat there without an reservation despite nobody even being in the place at the time we arrived. Eventually another employee said that they could seat the two of us so we did proceed to have dinner at the hotel restaurant.

Day number 2 01/29/2014 we attempted to book tours through the Marriot Hotel at the tour desk, the only problem was that every tour we attempted to book was "sold-out" according to the tour desk.

At this point we attempted to rent a car through [redacted] located at the Marriot Hotel but were informed shortly thereafter that no vehicles were available either.

On 01/29/2014 I walked three miles from the hotel to rent a car from [redacted]. After renting a car we booked a tour through [redacted] a company which Marriot goes through for a Catamarran tour. Marriot said the tour was sold out but it was not and we ended up booking the tour outside of Marriot Hotels.

Throughout our stay our key cards stopped working a total of four times and every time I went up to the front desk they would ask me to confirm the color of the light on the door, as if I did not know the green light opened the door.

Eventually on 01/30/2014 the handle to the entrance of our building which contained our room fell off and was on the ground. We could not get into the entrance for about 20 minutes.

The next day 01/31/2014 the door into the hallway which led to our room door was locked and we could not access the hallway to get to our room. I went back and forth to the front desk three times to explain the problem. A maintenance worker came after 30 minutes to tell us that the hallway door malfunctioned. Eventually after an hour the maintenance worker actually had to go through Room [redacted], which was another guest's room then open the door into our room, come out the door into the hallway and then open the hallway door.

After getting into to our room after almost two hours we then got a knock on the door from the hotel maintenance worker asking us for toilet paper to fix the door! The Maintenance worked proceeded to jam toilet paper into in the door to prevent it from closing!

On 02/01/2014 the hotel began to fill the trench outside of our hotel room at 8:00am in the morning our last day there.

I am so disappointed in the customer service and accommodations we received as I am sure you can see from above.

I am disgusted so much so that I took pictures of the toilet paper in the door, pictures of the guest's room in room [redacted], pictures of the trench outside my patio, pictures of the back-hoe operating, pictures of our door handles on the ground, and pictures documenting that we were the only until with patio furniture.

It was so unbelievable that I figured that pictures would be the only way to document our beyond poor experience. My wife and I saved up points for years to go on this trip and I feel like all 120,000 of our points have been wasted. I cannot believe that we were treated like this in a Marriot hotel and it makes me feel like we are not valued as customers of Marriot.

My wife and I have an upcoming reservation on 02/15/2014 in downtown [redacted]. I am hesitant to even keep the reservation at this point.

I would like a response from Marriot and I would like to forward the pictures I have taken to a Marriot representative so that they can see first hand the conditions, lack of customer service, and poor accommodations we had to put up with on our honeymoon. This simply cannot be acceptable. Please contact me so that I can send the pictures and proceed to work out some kind of resolution. Thank you for your time.Desired Settlement: I would like a refund of the 120,000 points which were wasted for the inferior service and I would like an apology for the conditions of our hotel and the poor attention to customer service.

Business

Response:

From: [redacted]

Sent: Wednesday, February 12, 2014 5:26 PM

To: '[redacted]'

Cc: [redacted]

Subject: [redacted] Marriott - **. [redacted] Stay

Review: The Marriott's Look No Further(SM) Best Rate Guarantee, states they will price match and give a 25% discount if the customer books a room through their website and find it cheaper through a different website or travel site. It states you have to file a claim with in 24 hours. I booked two rooms on their website then found the rooms cheaper on [redacted]'s site. I called up the reservation line for the Marriott in [redacted] city. She told me the hotel does not price match. I then went back to the Marriotts webpage where I followed all the instruction under the program. It clearly says there is no need to book the room through the travel site just provide the sites url information. I provided all the required information and even took screen shots of [redacted]s website which I also provided to the customer service rep. I was told by the service reps that they will not honor the programs because sometimes the travel sites have a limited amount of rooms and when she went to the site the rooms were the regular price. if I would have known the marriott wasn't going to honor their program deal I would have booked the rooms through [redacted] for $11 cheaper per room. I have tried several times to have this problem resolved. I have had their phone reps hang up on me and refuse to allow me to speak to a supervisor.Desired Settlement: I would like them to honor their advertise program.

Business

Response:

From: [redacted] Sent: Friday, September 12, 2014 11:58 AMTo: '[redacted]'Subject: Marriott Look No Further

Review: In February, 2014, I was on leave after returning from deployment. I stayed 2 nights at the [redacted] Suites with my mother to visit family in the local area. Shortly after checking out and leaving the property, I realized that I left a military issued backpack containing a laptop, [redacted], 4 games, 2 controllers and 1 TB external hard drive. I immediately called my mother, [redacted] (who is also a marriott emoloyee), as she had not yet left the property and asked her to retrieve the bag. She went to the front desk and asked the customer service rep to check the room. The representative accompanied her to the room and they found the room had already been cleaned by housekeeping and the bag was missing. The representative offered to check the lost and found and then call if the bag was located. She attempted to rush my mother out of the hotel before doing so, however, she chose to wait. She was informed that the bag was not there and that it could be on the housekeeping cart, however, the supervisor was already gone for the day. The supervisor was called and indicated that a bag had not been found. My mother followed up with the general manager, Brooke Stall and rather than initiating a claim, she implied that we were being dishonest and was adamant that her employees would not have taken my property. Several calls had to be made up the chain of command in order for a claim to finally be filed at the directive of Chuck P[redacted], VP of operations. The claim was denied because there was no proof that the bag was brought on property. After speaking to her human resource director, my mother was informed that this property has a video camera operating on a 5 day loop that was not viewed to assist in the search for the bag. From the onset, this hotel did not take the claim seriously and did very little to assist in the search for my property. The customer service is far below what is expected at a Marriott Corporation. There is poor management at this hotel and we received little help.Desired Settlement: DesiredSettlementID: Replacement

I have traveled extensively with my property only to have it stolen at this hotel. I'd like my property replaced or to be refunded for the value of the items ($2000.00).

Business

Response:

Dear Revdex.com,