Marriott Corporation

Review: On January 11, 2014, I booked a hotel room through Marriott's website (www.marriott.com). The reservation was for nine nights stay at the Marriott Grand [redacted] in [redacted], NV, in April of this year. On Mariott's website, they extensively advertise their policy they call "Look No Further." It is their policy that if you find a lower rate for the same room through another means, Marriott will lower their rate to match, plus lower by an additional 25%.

Later on January 11, I found a substantially lower rate for the same room on the website Booking.com. I verified that it was the identical room, and then filled completely and submitted Marriott's online "Look No Further" claim form. That form asked for a web link for them to verify the lower rate, which I provided to them.

On January 12, I received a response from Marriott that they would not honor their guarantee, with their representative claiming they could not find the similar offer. Surprised, I noticed that their email included a copy of my original claim, including the web link., I clicked on the link and was immediately taken to the offer.

I reported this back to Marriott, sending them also a screen shot. I received back a curt message again refusing my claim. I asked for a supervisor, but was refused.

The difference between the two rates is nearly $1000; it is no trivial sum. I have copies of all correspondence.

This is known to Marriott as their claim [redacted]Desired Settlement: I simply wish Marriott to honor their price match guarantee, which includes an additional 25% discount for having found a lower price

Business

Response:

January 24, 2014

Review: Upon checking out of the Marriott on 10/27/13, I asked the front desk if they could allow for some sort of compensation as I was not satisfied with the bill I received and some of the relevant charges. I initially asked if the hotel would allow a lowering of their rates, as I know one can acquire the rooms for a good bit cheaper through third party websites. I was told "no" immediately, so I asked to speak to a manager. One was not available so I left a message at the front desk. No one called me back within the next 4 hours, so I called the hotel again and spoke to [redacted], the front office manager. I told him I was dissatisfied w/ the bill, but he said that there was nothing they could do to lower the rates. He then said "unless you were dissatisfied with the quality of your stay". In the car and a bit flustered at the time, I replied "not that I can think of", so we hung up the phone.

After a couple of minutes, and after I got out of the car I remembered several things that were a problem while I was at the hotel.

1: My mother and I ordered a bottle of wine to drink before we left for my film premiere. We specifically asked them to hurry, but they didn't show up for almost 35 minutes; we did not have time to drink any of the wine.

2: At midnight on Sat, my A/C unit stopped working. Not wanting to go through the whole charade of waiting for another 30 minutes (at least) for a maintenance man to come up, AND then having to dress and "wake up", I sacrificed calling the front desk. W/ only down comforters and a sheet in the room, 74 degrees was too hot for me to sleep and coincidentally I was unable to fall sleep until 3 am.

3: When I called Marriott to set up the room on 10/23, I asked for and was told I would be put in a king sized mattress. When I got there the next day I was put in a room w/ two queens.Desired Settlement: $42.62 for the wine that did not serve its purpose, and $50.5 for the 3 hours that I was unable to sleep and for a room that was of no use, and at a detriment to me; so $93.11 total.

Business

Response:

Reviewing the hotel's guestware log, during your stay you did not report any guest issues.

We will not be adjusting your rate.

Regards,

Review: No I don't understand your position in this matter. I had to change rooms 4 times in two days and spent one very uncomfortable night without air conditioning.I feel the Customer Care team really doesn't care and I find your email to be rude and really uncaring. I'm not speaking of the staff at the hotel. They went out of their way to provide me service. Your team could learn a lot from them.You value my "loyality as a Marriott customer" as long all you have to do is provide information. Frankly, there wasn't any expended effort on your part to review the documentation since I provided everything you needed. You didn't determine that one nights room and tax was given, I told your Customer Care team that was the case in an email.The reality is that if you really valued me as a customer, this would be a non issue. Your so called Customer Care team could learn a lot about customer care from the hotels, especially in this case from the [redacted] Suites.From: GuestExperienceSupervisor To: [redacted]Sent: Monday, July 1, 2013 9:07 PMSubject: [redacted] Suites [redacted] Dear [redacted],Thank you for contacting Marriott. We value your loyalty as a Marriott customer and appreciate the opportunity to provide you with information.We understand you requested that Customer Care handle the issue. Unfortunately, all disputes need to be resolved through the property since the incident occurred at the hotel. Customer Care does hold the hotel accountable to company standards and works to expedite a fair and well documented resolution.Upon receipt of your message, we reviewed the documentation of action taken regarding your concern. We determined that one nights room and tax was given as a result of your reported issue.While we appreciate you feel this is not a suitable resolution regarding this issue, we are unable to honor your request for additional compensation in the amount of 70,000 Marriott Rewards points. We hope you understand our position in this matter.Thank you for choosing Marriott.Regards,[redacted]Marriott Guest Experience SupervisorDear [redacted]:Thank you for contacting Marriott. We appreciate the opportunity to provide you with information.Please accept our apology for not responding as you had expected. When our office receives a concern from a guest such as yourself, we forward those concerns on to the hotel for review and response. Again, please accept our apology if this was not initially communicated to you, as it was not our intent to further aggravate the situation.We understand you requested that Customer Care, as our third party intermediary, handle the issue. Unfortunately, all disputes need to be resolved through the property since the incident occurred at the hotel, and compensation would have to come from the property. Customer Care does hold the hotel accountable to company standards and works to expedite a fair and well documented resolution.We value your business and your continuing patronage is very important to us. We look forward to welcoming you again in the traditional spirit of Marriott hospitality. If we can be of further assistance, we invite you to reply to this email.Thank you for choosing Marriott.Regards,[redacted]Marriott Customer Care--- Original Message ---On July 1, 2013 at 11:58 AM, "[redacted]" Just so I understand...exactly what is it Customer Care does. So far they done nothing but hand things off to the hotel. From: Customer Care To: [redacted] Sent: Monday, July 1, 2013 10:47 AMSubject: RE: Fw: [redacted] NYC Dear [redacted],Thank you again for contacting Marriott Customer Care regarding the [redacted] Suites [redacted].Marriott policy is that any compensation in regard to a hotel stay must come from the hotel itself. The hotel is responsible for resolving the situation. We have forwarded your comments back to associates in the Executive Office of the hotel for review and have requested that someone from that office respond to address your concerns. You should be contacted within three to five business days.If we can be of further assistance, we invite you to reply to this email.Thank you for choosing Marriott.Regards,[redacted]Marriott Customer CareOriginal Message ---On July 1, 2013 at 9:04 AM, "[redacted]" ----- Forwarded Message -----To whom it may concern:I haven't received a response to my comments to **. [redacted]. I used 70,000 points for this extremely uncomfortable stay. The hotel was kind enough to comp my wife and I one night. At the very least I feel Corporate should credit my account (#[redacted]) the 70,000 points I had to use to be moved 4 different times. [redacted]From [redacted]To Customer CareCC [redacted] and the staff at [redacted] have been proactive in addressing these issues. I've pasted a copy of an email from [redacted] that supports this. Good Evening **. [redacted], Thank you for your email. I greatly appreciate your kind words regarding our staff here at the hotel. I apologize again that you had to go through the run around of changing rooms several different times due to your air conditioning issues. I would feel the same way if I was put in the situation of having to repack and move many different times when I was trying to relax on vacation. We take every issue that affects our guests very seriously, and since your stay with us our Director of Engineering as well as the construction people from the hotel have been trouble shooting the problem to ensure that all of the air conditioning units are functioning properly. It was great meeting you in person, and hopefully you will choose to stay with us again in the future. Please feel free to call or email me ahead of time if you are coming back to the city, and I would be personally happy to make sure that your stay is an enjoyable one. SDesired Settlement: Credit back for my 70000 points I had to use for this stay.

Business

Response:

We have credited 70,000 Marriott Rewards points back to your Marriott Rewards account.

Review: Hotel reservations made on 5/24 via provided phone #. While the person on phone was processing my credit card I found the same hotel cheaper on [redacted]. Marriott person told me they have a best rate guarantee with an additional 10% discount. She had already processed the card so would send me a confirmation email with a link to get that price and my 10% back. This was done at 9pm at night. As a nurse I proceeded to work the next 4 days, Memorial Day weekend, and realized the day before my trip, 5/29, I had no confirmation. I called the 888 # and It was found that there was a clerical issue and the rep misspelled my name so I never received the email including the link to get the best rate guarantee. However, they were able to charge my card! I made 5 calls since, each speaking to different people including a supervisor [redacted] who, on 6/2, told me it was going to customer service and someone would call me within 48 hrs. I never received a call and lastly spoke with a supervisor named [redacted] on 6/10 who told me they could not honor the "guarantee" because I didn't call back within 24 hours of the original email, that I never received, even though I told the woman who was making the reservation on 5/24.Desired Settlement: Rate of $152 with a second night discount, as found on hotels.com , with additional 10% refund

Business

Response:

I contacted [redacted] and let her know that the hotel she stayed was not one of Marriott's brands. She stayed at [redacted] on May 29, 2013. This hotel [redacted] is located at [redacted] Phone: [redacted].

Thank you,

Corporate Liaison

Marriott International

[redacted]

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: This resrvation was booked through [redacted] Marriott.hotelsavings.com. When I attempted to make a reservation for the Mariott the person on the phone told me they were fully booked and gave me this reservation. At no time was I told this hotel was not a part of the Marriott system, as it would seem since I was calling a # with the Marriott title, and this person was told of the lower price found online during the original call and the price was not changed immediately as described in the original compliant.

Regards,

Business

Response:

Dear [redacted]:

Review: I stayed in [redacted] Marriott [redacted] Suites on June 11 and 12, 2014, and experienced a number of issues during the stay. In addition to other issues (which have been solved), the hotel failed to offer me the guaranteed Platinum Arrival Gift during my stay (I am a platinum member of Marriott Rewards). According to the company policy, if the guaranteed platinum arrival gift is not met, guest will get compensated. The hotel management admitted the issue (please refer to the communications between Heidi B[redacted], Director of Hotel Operations of the hotel and me) but I have not received the compensation after almost three months. I followed up and contacted Heidi B[redacted] two times in July and August, respectively, regarding the issue. The first time I contacted to her (July 27), Heidi B[redacted] replied to me saying she was going to look at it. I wrote her the second time on Aug 24 but no response so far. I am very disappointed as a loyal and top-tier customer of Marriott Rewards.Desired Settlement: Give me what the company promises.

Business

Response:

From: P[redacted], John Sent: Friday, September 12, 2014 3:56 PMTo: [redacted]Cc: [redacted]Subject: Missing Compensation [redacted] Revdex.comGood evening [redacted], I am responding on behalf of Mr. Marriott. It was my pleasure speaking with you a few minutes ago. I can only imagine how you must have felt and I am so sorry about the events that led to your dissatisfaction. Please know that I have rectified the issue and a check is on its way to you soon. Your business and satisfaction is so very important to me, please feel free to contact me if I can assist further. Thank you so much for being an Elite Member in regard to the Marriott Rewards program. JohnJohn A. P[redacted] General Manager, [redacted] Marriott Suites [redacted]o: ###-###-#### | f: ###-###-#### |c: ###-###-####john.p[redacted]@marriott.com | www.marriott.com/[redacted]

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 have been staying at the Palm Beach Gardens Marriott at [redacted], West Palm Beach, FL for the past several weeks. Every time, there is some problem or another with the room; either the television does not work or a microwave is placed in the room but not connected to a power source.

Recently, I was put in a room where there was no heating. When I asked whether there was a room heater, there was none. I am not sure how a hotel of this size serving so many guests can expect to put people in rooms that do not heat, in the winter, without notifying them in advance. I have been traveling for the past 10 years and this is the first time I have stayed in such a room. Sometimes, room heaters are turned off in different seasons; but a room heater is always available since each individual have different heat sensitivity. I was also surprised at the attitude of the front desk clerk regarding this; just matter of fact, no apology.

Every week before I come I call in advance to ensure that a proper room is available. It never occurred to me to tell them that I must get a room that is heat enabled !! One usually takes these things for granted in this country. Normally, other hotels that I have stayed in, note the preferences of frequent travelers, without them having to call in every time.

Marriot has also not been crediting my account with the expected number of points on my stays.

I have tried to contact Marriot customer service several times regarding these issues, but it seems to have fallen on deaf ears.Desired Settlement: I want to be appropriately compensated for the 3 nights that I was in a room without any heat.

Also, in general I want Marriot to credit my account with the right number of points, for every stay.

Business

Response:

From: M[redacted], Fletcher Sent: Friday, December 05, 2014 3:24 PMTo: [redacted]Subject: [redacted] - Your Recent Stay at Marriott Palm Beach Gardens

Review: I called Mariott reservations line around April 1st. Made reservations for two rooms 412-4/14. I was advised by the rep that I had 59,000 reward point Nd that I was able to use them for my reservations.. Which meant my previous rentals had added up and given me the points. When I called back today to confirm my rooms. I was informed that I didn't not have any points and that they don't know what happened. When I asked the reward representative to speak with a manager , she advised me that the manager said there was nothing he could do, and that I needed to just hang up and call back and start the reservation all over again, and that I would not have to pay for the rooms the full rate..after being on the phone 32 minutes with the rep.. She refused to help me.. I called back again askd to speak with the rep that had made my reservation and they kept placing me on hold until the call hung up for the second time, never resolving my issue .. This has caused a huge inconvenience on me and my guestDesired Settlement: Would like for the Marriott to cover both my rooms as I was advised and to keep track of my Marriott visits better in the future..

Business

Response:

I spoke with the guest on 4/25/13, apologized and offered 15,000 Marriott Rewards points, enough for two nights at any Category 1 hotel. [redacted] accepted the points and thanked me for calling. She also asked me to send her a new Marriott Rewards card, which I have ordered for her.

[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 Marriott is refusing to refund a deposit for a room reservation even though I have cancelled the room well before their 72-hour policy. The reservation was made on July for a room the nights of September 22-26. The cancellation notice was given by on September 10th. I tried to work with **. [redacted] who claims that a depoit that put down on July of 674.62 is not refundable. When I asked her for documentation she cannot provide any. There is no date on my receipt that indicates the the date(s) in which the depoit becomes non-refundable. She said that at the time of booking it said so on the web-site (which she cannot prove or reproduce). At a minimum this is a deceptive consumer business practice and in reality it is theft.

Product_Or_Service: Hotel Room reservation

Account_Number: confirmation # [redacted]Desired Settlement: DesiredSettlementID: Refund

I expect the entire deposit to be refunded since the Marriot has plenty of time to rent this room. There is a huge [redacted] event that week and I am an [redacted] employee. The city is completely booked for hotel rooms.

Business

Response:

Response sent to guest from the hotel general manager, [redacted]:

From: [redacted])

Sent: Friday, November 01, 2013 10:38 AM

To: '[redacted]'

Subject: [redacted] Marriott [redacted] - Room Reservation Cancellation

Review: I recently stayed at the Marriott Renaissance World Golf Village and checked out paying a authorized balance of $253.73 for my stay. Upon returning home I checked my credit card statement to see that the authorized charge had posted to my account for the approved $253.73 from the Marriott Renaissance World Golf Village. I am not contesting this charge.

There is an additional charge on my account from Renaissance Hotels for the amount of $48.40 that I never authorized. I called the Marriott Renaissance World Golf Village Accounting Department and they looked through their records to assure me that this charge did not come from their hotel and that I should call corporate Marriott. I called Marriott Corporate and they told me they couldn't do anything for me - that they couldn't even look up any charges that they had billed to me!

I did not authorize this charge and I find it totally unacceptable that this hotel brand can not even find the charge it placed on my account. I am a Marriott Gold Member and expect a higher level of service especially related to billing issues.Desired Settlement: Please remove these charges from my account and apologize for the poor service. I am uncertain why I would continue to stay at a property that places false charges on my account and then fails to be able to justify why the charges were placed and not remove them from my account promptly. I would like for the company to correct this poor experience I have had with them.

Business

Response:

The following response was sent to the guest:

From: [redacted]]

Sent: Tuesday, August 06, 2013 11:37 AM

To: '[redacted]'

Subject: Charges

Good Morning **. [redacted],

**. [redacted] has requested that I respond on his behalf. I would first like to apologize for the level of service you received during your recent calls with our resort. I can understand your frustration with the inconveniences you faced and I am sorry that we did not provide you with a carefree and enjoyable stay. We have pulled a report from our credit card system with your credit card number and the only resort charges are the $253.73. We do have guests that use other establishments in the Village and call us about charges when they come across the credit card system as world golf village and they usually are from the gas station or hall of fame. If you did not get gas at the ** or [redacted] station in the village or visit the hall of fame then I would dispute that charge with your credit card company.

I appreciate your feedback as it allows me to make necessary changes to improve all aspects of the resort experience. I will also try and reach you by phone today to answer any other questions that you might have.

Sincerely,

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:

Review: Within promotional material sent to members on the morning of July 10, 2014, members received an email advertising rates for a number of Marriott hotels across the nation. I was interested in the ad for the referenced hotel ([redacted] Marriott located on [redacted] in [redacted] that states:"Stay by the Sea: lovely [redacted] From $103." Clicking on the ad brings one to another screen that gives more specifics about the requirements attached to the deal. These requirements includes such things as:"Stay from July 10 - September 28, 2014, the more you stay, the more you save." Stay two nights save 10%, Stay three nights, save 15%, stay four nights, save 20%.""The ad also states that a limited number of roo** are available for this promotion. Please see below for additional ter** and conditions." I am available to stay on any of the dates during the advertised dates for this promotion. I am also available to stay four or even more nights in order to get the deal. I could not find one night that was being offered at $103.00 rather all pricing (even using the promotion code given - [redacted]) was in excess of $250. / night. I called customer service to ask them to help me. The gal I spoke with at 7:15 - 7:45 am (the morning the ad went out) also could not find any date with that rate. The Marriott Customer Service gal asked to put me on hold while she received help from her lead in trying to look for that price ($103.). Both the Customer Service gal and the Lead were unable to find any night or block of nights using the promotional code given as [redacted]. I am asking the Revdex.com in [redacted] to resolve this matter for me. Again, I am available to stay according to all their requirements. I can stay for one day or five days or more, I just want to locate and reserve for the price Marriott is advertising.Desired Settlement: I myself would of course like to take advantage of the advertised rate of $103. Resolution would be in preventing The Marriott hotel chain from advertising false deals and for that matter - any hotel. I decided to take action now because false pricing is becoming more common amongst the big hotels. Thank you

Business

Response:

[redacted] | Director of Operations | [redacted]Marriott [redacted] contacted **. [redacted] discussing the issue.

[redacted] was going to speak to her husband about booking the rate. [redacted] gave her his direct line and email and advised her he would assist with booking the rate. Please close the issue.

Review: On Friday July 19, 2013 a group of us were to stay at the Residence Inn Marriott in [redacted], NC. Upon pulling into the parking lot we were greeted by the General Manager of the hotel **. [redacted] (who was walking with a police officer for some reason). [redacted] initially walked past us and only said hello. Then all of a sudden turned around as if she forgot to inform us of something when speaking to us, **. [redacted] says, “Hello, Hi I’m the General Manager here at the hotel. I am walking around to see who all is staying at the hotel this weekend. Just wanted to make sure that there are not 15 people staying in one room.” We stayed at the hotel last year, and we really didn’t understand what she was talking about because not many people had stayed at the hotel last year. We were in [redacted] attending an event at the [redacted] Raceway.

Also, that she wants us to make sure that we move our trucks because they can’t sit in the middle of the parking spaces like that. The spaces are reserved and the hotel is overbooked. We told her that we were going to unhook the trailers in put them in a parking space and park our trucks as soon as we unload our bikes. We can’t back the trailers up into a space without unloading first. It seemed odd that she would say this to us like she didn’t see what we were doing. We are repeat customers at your [redacted] establishment. Which, we explained to her the hotels policies on parking the trailers and vehicles, from what we had been told from previous years. We have been customers at the hotel for the past three years. **. [redacted] had never been seen on previous visits. Needless to say we were all confused by her comments considering there were only 8 of us and we had just checked into (3) 2 bedroom suites that sleep 6 as the maximum occupancy and there were only 4 people in our room. We continued to unpack our vehicles and took our clothes and other items up to the rooms. After being on the road for 6 hours we were hungry so we put our items in our rooms and left the hotel to get something to eat. We went to the [redacted] and then returned back to the hotel, we had been gone for hours.

Once back at the hotel the next group of people that were staying with us had arrived and were ready to check into their hotel room. My sister, [redacted] and her friend who is [dark skinned with dreads and his cousin (also has dreads)] went to the front desk to check into their room. As they were trying to check into the hotel they were told that they needed a $380 deposit. She asked why this was the case when the first room, which was exactly the same, was only $200. The front desk representative could not answer that question so **. [redacted] asked to speak to the Manager. **. [redacted] arrived and was asked the same question. “Why was the first room $200 and the second room needs a $380 deposit, which is more than what the whole weekend actually costs?” **. [redacted] told **. [redacted] that the deposit was so high because the payments were being held on her debit card. If she had a credit card then the deposit wouldn’t be as much. That the bank told the hotel staff how much to hold on someone’s credit card and her deposit came back at $380 from the bank. So **. [redacted] confirmed the statement from **. [redacted]. “So you are saying if I have a credit card, the deposit would not be $380. **. [redacted] confirmed that it is a difference with credit cards we (our hotel) do not require a high deposit if you have a credit card.

So **. [redacted] sent her friend to get her wallet. Upon his return **. [redacted] pulled out two separate credit cards and asked which one do you need. **. [redacted] stood there in some kind of amazement. She said “well it doesn’t matter as long as it is credit and not debit”. So she handed her credit card to **. [redacted] who began to type information into the computer. She then stopped without even running the credit card and explained that the deposit would be the same amount…again **. [redacted] began to ask questions and **. [redacted]’s explanation then changed to well I am not sure, this is what the computer generated for the hotel so we need the $380 deposit before you check into our establishment. **. [redacted] began to fire off other questions and wanting answers. **. [redacted] was a little confused. You stated that all I needed was a credit card and I gave you two. **. [redacted] answered saying “well if you are having financial difficulties you may want to look into staying at another hotel.” [redacted] said, “I never said I was having financial problems I just want a decent answer to my questions.” “So how long will this $380 be held on my credit card and how much will my final room be since the prices mysterically keep jumping.” **. [redacted] answered “well I will not know about the final room until you check in and the funds will be released once we check your room to make sure nothing is destroyed or missing.” At this point **. [redacted] and friends are frustrated. She notices the anger on their faces and says well I feel threatened and I don’t think that you can stay here. **. [redacted] again wants answers especially to why would she feel this way and why can’t we stay. **. [redacted] replies “because you are having financial problems and it seems like you can’t stay here.” **. [redacted] “again I never said I am having financial difficulties, I just want to get an answer for the deposit. I just want to check into our room with my debit or credit card and pay with cash upon checking out.” We didn’t understand why there was a deposit needed at all. We had three other people check into their rooms (that were with our group) and no deposit was required. We checked into our first room with no issues and was told we could pay with cash upon checking out and we do not have to pay with the debit card on file, cash would be fine. **. [redacted] stated that “you were given wrong information by the other hotel employee.”

That also was an issue. **. [redacted] said we do not except cash here. [redacted] then explained to **. [redacted] that she and her friends had an agreement to give [redacted] cash and she would place the room on her debit card. When the rooms were initially booked [redacted]’s debit card was used, the people who were staying in the rooms had given **. [redacted] cash to pay for their rooms. **. [redacted] saw all the cash in [redacted]’s possession and stated “your cash is not welcomed here. I am not taking your CRACK /Drug Money, it’s not wanted here at the Marriott.” “ I am cancelling your rooms and you need to find somewhere else to stay”. **. [redacted] was really taken aback by this comment and tone. She never raised her voice and was very polite while trying to get explanations while **. [redacted] was very rude and nasty. **. [redacted] asked politely that **. [redacted] calm down, lower her tone, and let’s try this again because I don’t believe what I just heard. “Did you just say crack money? And furthermore, I do not have any financial difficulties again Mam, I have provided you with two debit cards, two credit cards, and I have cash as well, so my finances are not a problem.”

**. [redacted] still needed to check into one more room for another group of people getting a room who had not yet arrived at the hotel. **. [redacted] said “well you can stay here if you pay for the room in its entirety of $335.00 up front as well as the $380 deposit. If you can’t provide us with that payment you can’t stay here.” She asked the two gentlemen if they had credit cards, which was unnecessary as **. [redacted] was paying for the rooms. However, **. [redacted] still never swiped **. [redacted]’s credit cards.

**. [redacted] then insisted that the other two rooms we were holding be canceled. The third party with our group hadn’t arrived yet at the hotel then called the hotel to make a reservation for himself because he was supposed to stay in one of the rooms that were reserved under **. [redacted]. The front desk person was going to make him a reservation until he explained that he already had a reservation. The front desk person asked whose name the reservation was under, once given **. [redacted]’s name, he was told that the hotel was booked and there were no more rooms available although they had just canceled three rooms and were initially about to make his reservation until he mentioned **. [redacted]’s name.

Also, as our group stood at the counter waiting for staff decisions/room assignments another guest (not [redacted]) walks into the hotel to check in. He is greeted with a pleasant smile and asked how may I help you, has no problem getting a room, has to make no deposits, was explained that there was free breakfast in the morning, and the room comes with a free pass to the [redacted]’s [redacted] that is down the street. We received none of this treatment or information.

In our opinion, **. [redacted] racially profiled us for no reason. My sister and I both have accounting degrees with good paying jobs. All the others in our party have jobs or their own businesses and are financially capable of paying their expenses. There is no reason why we couldn’t pay for our rooms. We have several annual trips as a group and we have never stayed in any hotel and ever destroyed it. So there was no need for the outrageous deposits, rudeness or being treated as if we are criminals.

I am so angry and disturbed. Action should to be taken against **. [redacted]’s. She should be fired for treating any guest that stays at one of your establishments in this manner. As indicated earlier in my letter, our group has stayed at your hotel for three previous years, however; our group will never stay at this hotel again. **. [redacted] was very very wrong! To have someone like this work for your organization is just wrong and embarrassing. I understand that the company is not responsible for anyone’s attitude but you should really do a background check on who you hire.

This letter will be sent to Revdex.com, and posted on any and all websites possible. The rudeness, disrespect, and impoliteness my group encountered was an example of why we need to continue to work of civil rights in this country.

Business

Response:

The hotel's Regional Director personally spoke with **. [redacted] to apologize.. **. [redacted] was enrolled in the Marriott Rewards program and received 25,000 Marriott Rewards points. Please see the correspondence below. Thank you.

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

From: [redacted] [mailto:[redacted].[redacted]]

Sent: Thursday, August 15, 2013 7:57 AM

To: [redacted]

Subject: experience at Residence Inn [redacted], NC

**. [redacted],

I hope this email finds you well, it was a pleasure talking to you the other day and as I mentioned we are deeply sorry for the unnecessary situation that arose during your interaction with the staff at the Residence Inn [redacted], NC.

We want to assure you will not lose faith in a great name Marriott represents and that you will continue being our valuable guest. We want you to be part of our lodging family and I have signed you up for Marriott Rewards, the greatest loyalty program that allows you to collect points with every dollar you spend and translate them into complimentary stays at Marriott hotels around the World.

To jump stay your experience I have purchased 25,000 points for you that you can redeem immediately.

Your Marriott Rewards number is [redacted] and you will be receiving a welcome package with your new membership card in a mail shortly.

Please accept my apologies and contact me with any concerns or questions.

Have a great weekend,

Kindest regards,

Regional Director of Operations

Trans Inns Management

Review: Three weeks ago, I contacted the [redacted] Marriott to book rooms for a number of guests who will be attending a wedding in May. The reservations process is not streamlined, so I was bounced around from location to location, and only once spoke to someone located at the actual hotel of consideration. I was told that generally you have to block off rooms in groups of 10- whether you end up using all the rooms does not matter. This is known as a courtesy block, and there is no attrition for this. I was also quoted at $89/night. After speaking with [redacted], who changed the rate to $139/night, she passed me on to her supervisor, [redacted], who was extremely rude and told me that two weeks worth of working with marriott was futile, since they couldn't honour either of the quoted rates. He said my guests had to go online and find whatever was available. After escalating this issue to the regional manager [redacted], I was told that the best they could do was $119/night, and that [redacted] would help take care of it. When I received an email from [redacted], the rate was $139 ( my guests are staying for a week, and there were going to be 7 rooms minimum). I can't trust anything they say. To make matters worse, Customer Service at Marriott has not done anything about the issue. They referred me to [redacted], who emailed me to increase the rate to $149/night and has not returned emails or voice mails. In fact, he told me " Our Sales team [redacted], and [redacted] would be happy to assist you with (booking rooms). He has referred me BACK to the very people who have lied and changed the rates on me initially. I am done with marriott and I want to make sure that other people know I am not the only person who has had problems with their tactics and deceiving methods.Desired Settlement: DesiredSettlementID: Replacement

At this point, my guests do not wish to stay with Marriott ( now or ever) because of all the run around they have caused us. If they would like to give us the $89/night rate without breakfast or $109/night with breakfast for two, as they had talked about initially for the dates of May 8-13th, then we can see if anyone will stay. I had guests calling in from London to speak with Marriott folks, and they were treated so rudely. I will never stay with marriott agai

Business

Response:

Dear [redacted]:

Thank you for bringing this matter to our attention. We are happy to see [redacted], Director of Room Operations has been in touch with you and arranged for 2 of the 7 rooms for you under the rate you requested. Please continue to work with him so that he can complete the remainder of your bookings.

We appreciate your business and look forward to welcoming you soon.

Regards,

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

Review: I recently stayed at the Marriott ATL Conf Ctr hotel. In my room was a catalogue 'ShopMarriott' which advertised a Supreme Plus Bed Set, Queen, for $1325.00. I showed the ad to the front desk and asked they knew anything about the matttress offered. They said no but it was a grat deal and to call the [redacted]#. I did this and spoke with Nina. I read the ad to her, inc. the price. She said it was a good offer and they were also offering free shipping if I purchased before 8/17/14. She said the set was non-returnable so she wanted me to go to a Marriott hotel that had the bed set and try it out. She gave me the name, tel # and address for the Perimeter Marriott in Atlanta. She advised me to ask for her when I called back and also advised me that since I lived in GA. there would not be any tax. I called the Perimeter Marriott and asked to try the mattress. The hotel was 45 minutes each way from where I live. I showed the concierge and the security person the ad and told them about the free shipping, and everyone remarked what a good deal it was; in fact, the concierge took Nina's name and tel# as she was considering buying a set. When I called Nina to confirmt the order, she said oh, the set is coming up as $2035.00. Nina said Marriott had a terrible problem with hotels pulling old catalogues. She said she would contact customer service, and she asked me to em C/S w/a copy of the ad. Before I could do this she called back and said her supervisor said they did not have to honor the price as there was a disclaimer somewhere on the catalogue re price. I reminded her we had specifically spoke of the $1325 price when I initially called, and Nina advised me to act before 8/17 to get the free shipping. I would have paid for the order then if Nina had not insisted I try it out first. I believe I had an 'implied contract' and the only stipulation was that I try it out first, then call Nina back. Nina is now saying her supervisor has offered $1525 + shipping, then $1325 + $325. shipping. This was not the offer we initially discussed and I acted upon.Desired Settlement: The price quoted of $1325.00 with free shipping. Order# [redacted]

Business

Response:

I spoke with Ms. [redacted] and advised her ShopMarriott will honor the rate of $1325 and will include the free shipping.

Debra M. C[redacted]

Review: COMPLAINT: MARRIOTT [redacted], COLORADO

SPECIFIC ISSUES WITH MY ROOM and HOTEL and STAFF:

Towels only 2/ and dingy

No hand towels at arrival

Bathtub (no grip at bottom)

Pillows (yellow old stained)

No refrigerator (requested and told there would be one in the room at arrival and this was months prior to arrival.)

Bugs (mosquitoes, centipedes, moths and spiders)

T.V wouldn’t work at times

Room supervisor refused to let me speak with the hotel manager

Room manager answer to my issues was “CHECK OUT”

Ultimately what put me over the edge was receiving a letter from housekeeping stating that I haven’t had room service since I checked in. So if I did not contact the front desk the following day, they would enter my room regardless if I was there or not. I had enough at this point. After looking past the above issues, now I receive this letter. This letter was policy for my welfare. I completely agree with the policy. What I don’t agree with is they should have tried every other avenue before disturbing the guest. If they would have did this they would have found that I ordered room service every morning. I stopped by the bistro and ordered a latte and charged it to my room every morning. I stopped by the front desk to purchase something from the market and charged it to my room, multiple times of the day and night. I stopped at the front desk for coins for the laundry services. I ordered movies in my room. The housekeeper even saw me in the morning when I was leaving my room and said hello. Half the time the staff was telling what my room number was. That’s how often they saw me on a daily basis. The hotel assistant manager, room manager and a supervisor could not understand why I was so upset with the letter. What they couldn’t seem to wrap their heads around was that the letter was the last straw, was when I had enough of the poor services. To top it all off is I just requested room service the before I received the letter. Check your records. Then the following day I received another letter from housekeeping stating the same thing. I went down to the front desk again and their response to me was then “check out if I don’t like it”. What poor guest service! At this point with the second letter I consider this harassment! This is unacceptable service for a so called FULL SERVICE hotel. I paid for a full service hotel and received motel quality room and staff services instead and you expect me to pay for for full service, I think not! This complaint has been sent to franchise owner ([redacted] Value Partners), the management company ([redacted] Development Company), Marriott Inc. and the Marriott [redacted]. What do I think is reasonable? Refunding me the difference of what I would have paid for an similar hotel that would have provided me with the same poor quality stay. This would be half.

HOSPITALITY LAW:

AMERICAN HOTEL OPERATORS HAVE A NUMBER OF LEGAL DUTIES TO THEIR GUESTS. THEY ARE EXPECTED TO PROTECT GUESTS' SAFETY AND AVOID NEGLIGENCE. HOTELS ARE ALSO OBLIGATED TO PROTECT THEIR GUESTS FROM CRIMINAL HARMS, LIKE THEFT OF BELONGINGS LEFT IN THE ROOMS OR OTHER HARMS.

Under the Hospitality Law you are legally required too:

Adequate lighting: Side parking lot and the general lighting or the lack there of behind the hotel where my room was located with a sliding door.

Safety:

1. The side entrance was never locked after dusk; anyone could walk in and did at time of the night far from anyone at the front desk being able to see.

2. The bathtub had no grip at the bottom. I could have slipped easily and at this moment someone is staying in that room and could fall. That would be grounds for a lawsuit.

3. Inadequate and unsafe parking lots (pot holes) and sprinklers spraying onto flat surfaces causing unsafe walking conditions.

Colorado State Noise Ordinance: There was full on teenage rave/club at the hotel

Because noise often has an adverse effect on human beings physiologically and psychologically, the general assembly has established statewide standards for noise level limits during various time periods in various areas (25-12-101). If the sound levels of a noise are above the given limit when heard 25 feet away, then the noise is a public nuisance. The established noise limits are:

Zone 7:00a.m.-7:00p.m. 7:00p.m.-7:00a.m.

Residential 55db(A) 50db(A)

Commercial 60db(A) 55db(A)

Light Industrial 70db(A) 65db(A)

Industry 80db(A) 75db(A)Desired Settlement: Refund the desired amount

Business

Response:

See Attachment

Fwd: [redacted] Marriott - Revdex.com Complaint - [redacted]

Inbox

x

Revdex.com of Metro Washington DC

Jul 23 (8 days ago)

to me

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Jul 23, 2014 at 10:08 AM

Subject: [redacted] Marriott - Revdex.com Complaint - [redacted]

To: "[redacted]" <[redacted]>

Cc: "[email protected]" <[email protected]>

Please accept my sincerest apologies for the inconveniences you had during your recent stay at the [redacted] Marriott. You have raised some valid concerns, and service issues. While I do not necessarily agree with all of the issues you surfaced with the Revdex.com, I can understand your frustration with our policy regarding your “well being” as well, but it is simply a standard documented procedure we follow.

I understand that we have offered you a refund of $100, and I agree that this is not sufficient compensation for some of the service issues you encountered. I do feel that your request of $528 is excessive and would like to resolve your concerns offering you an additional $200 to the $100 original offer of compensation. We value your feedback, and appreciate the time you have taken to express your frustrations. You will receive the credit of $300 in approximately 7 to 10 business days.

Thank you,

General Manager

[redacted] Marriott

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and we have come to agreement by personal email corespondents.

Regards,

Review: Marriott ruined my vacation! We recently stayed six nights at this particular Marriott for our big family vacation, using a whopping 160,000 points. What a waste of our hard earned points! My son has health issues and we always stayed at Marriott for this reason, customer service and a clean hotel. Saving for this trip was huge for us since we had an especially difficult year with my son's health and looked forward to getting away together as a family and just play at [redacted], even though his health issues go with us. We go between Gold and Silver members and our profile states "no feathers" and when we reserve, we also type in "no chemical cleaners, air fresheners, etc." I called the day before to make sure and I was assured, surprisingly rather snotty, that it was already noted. We also took care to book a Residence Inn, staying many times at them because they have full kitchens so I can cook for my son who has an incurable food protein disorder and can only eat a very short list of foods. We packed a refrigerator full of food, drove it to CA from AZ and when we get to the room, no stove! Never happened to us before. The website for this hotel states on the home page a "full kitchen" and again under guest room information: KITCHEN AMENITIES:Dishwasher,Microwave, oven, Pots, pans, serving dishes,Refrigerator, Refrigerator with ice maker, Silverware, Stove. Called down and they said all the rooms with stoves are booked. Since when do only some rooms have them? I had to go up and down the elevator to the hotel kitchen and cook for my son the first night. Also, had to clean three drawers full of hair and crumbs, dirty shower curtain and tub, two drawer handles with gross, red, dried up muck on them and the couch, full of crumbs, broken crayons and someone's comb. Exhausted, it was time for bed but we found the pillows were feather after all! Called down, waited and waited, no one came. Called down again, finally switched out. This just wasn't our usual stay with Marriott.Desired Settlement: We want six nights back where I can be on vacation with my family rather than work harder on vacation cleaning a dirty room and running up and down elevators and halls to cook for my son! There were many more problems and issues at this particular Marriott but I am limited with characters in this complaint. I didn't not enjoy my stay AT ALL. Hardly a vacation for this mom who really needed one.Wrote to Marriott and no one got back to me. Wrote again and was pretty much dismissed by an email

Business

Response:

From: [redacted] Sent: Tuesday, July 15, 2014 5:25 PMTo: [redacted]'Subject: MarriottImportance: HighDear [redacted]:On behalf of Mr. Marriott's Office, we would like to thank you for your correspondence regarding your stay at the Residence Inn [redacted]. Your time in sharing the details of your experience is greatly appreciated. We sincerely apologize for any inconvenience you may have experienced during the resolution of your concerns, and for any frustration you encountered when speaking with our representatives. You are a very important customer to Marriott and we value your family’s preference and loyalty, and what happened in your case is not typical of Marriott's level of service. Our staff prides itself on delivering the highest level of service to all of our guests. While it's never pleasant to hear of our shortcomings, it does allow us to refocus our energies on providing the service Marriott is known for.I truly regret we did not provide you and your family the experience that you anticipated. Rest assured your comments have been addressed with the appropriate executives. We strive for excellence and welcome the opportunity to improve base on your comments and observations.[redacted], as a valued Marriott Rewards Member, we have credited the 100,000 points used during your visit back to your account. 04/30/14 06/03/14 _____ [redacted] 80,000 [redacted] 04/30/14 06/03/14 _____ [redacted] 20,000 [redacted] Your current account balance as of today July 15, 2014 is 118,433. We hope this isolated incident will not deter you and your family from coming to enjoy the service you have come to expect and deserve from Marriott. Sincerely,[redacted]Corporate LiaisonMr. Marriott’s Officecc: J.W. Marriott, Jr.

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,

I was a victim of a credit card fraud at the Residence Inn hotel located at the National Harbor in Oxon Hill, MD. A room was purchased for me as a from a someone who was supposed to be a employee of the hotel. Turns out that the person reserved my room other a stolen credit card. After submitting a police statement proving that I was a victim of this fraud the police contacted the hotel giving permission to release my personal belongings that was still inside the hotel room. The manager of the hotel refuses to release my personal clothing/electronics after the police already gave them permission. It has been a week and I am not going to move forward with a law suit. This was my first and last time ever staying at the hotel and wouldn't advise anyone that I know or don't to stay there!!!!

This review is for the Lexington Hotel in New York City, which is a property of thr Marriott Hotel Group. We stayed at the Lexington Hotel from Sept 9-11, 2015 after booking our stay through the app Hotel Tonight. We used my boyfriend's bank card with TD Bank to hold the incidentals of $200. To date, on Sept. 21, 2015, this hold remains on his card. We have spoken with the bank, which directed us back to the Lexington Hotel, because they have not released the hold and assured us it was in their (The Lexington Hotel) hands. After several calls, we have either encountered rude service staff, runaround "connections", or no answer at all. This needs to be remedied immediately, as it is clear that the Lexington Hotel is lacking in both their customer service and good business practices. This has been somewhat financially crippling, and an inconvenience, to say the least.

Review: I stayed at the [redacted] Marriott [redacted] from 3/23/14-3/27/14, [redacted], room [redacted]. On Weds, 3/26/14 I left my secondary cell phone in the room along with all my other electronic devices - [redacted] and laptop. When I got home, I noticed my cell phone was missing. The phone was left in the room along with a pair of shoes. When I noticed they were missing while unpacking back at home, I called the hotel immediately. The hotel was able to retrieve my shoes from the room, but they could not find my phone. The shoes were sent back to me, but the phone was nowhere in site. I am confident the phone was left in the room. A claim was filed #[redacted] for the phone. The clai** dept. contacted me 2 weeks later stating they were not responsible for the lost phone. This was a [redacted] phone that I paid $435 for that I know was left in the room. I would like to be credited the amount for a replacement phone which I had to pay $148 for.Desired Settlement: Refund of $148.

Business

Response:

Dear **. [redacted],

Review: I booked a Hotel Room on the Marriott website. Confirmation Number [redacted]. The hotel was booked for one night jan 14- jan 15. The hotel was booked in [redacted] NC and I had a meeting in [redacted] NC the next day. I booked the hotel based on fact that the Marriott Page clearly said that the hotel had an airport shuttle. I was getting in very late in the night to [redacted] and I figured I would take a cab to the [redacted] the next day.

I called the Hotel the day of Arrival, from my plane just when it was about to leave [redacted] Airport, and I was told that the shuttle service shuts down at 10 PM, a fact conveniently left out of the Marriott information. I was told to take a cab. I could not talk to the person much longer as the flight doors were being shut. My plane landed in [redacted] and I called Marriott customer service and asked them for help. My reasoning was that if I am taking a cab anyway, why not take a cab to [redacted] and stay there. The customer service person told me that it would be very difficult to cancel the reservation as it was past the cutoff and there were no really good options in [redacted] that late. He offered me $25 to defray the cost of the taxi. I felt that was fair. He also told me that he would send the $25 straight to the hotel and it would come off my bill. Never happened. When I talked to the front desk the next day, they were clueless.

A few days later I called Marriott Customer Service again and I spoke to an extremely RUDE lady who claimed she was a manager. I explained the entire situation to her and she told me it would be taken care of. I was made to feel that I was bothering her and it was my fault that all this was going on. It has been around 15 days and nothing has really been taken care of. I could call the rude people in Marriott customer service and explain this once again, but after the last encounter, I rather put this in writing and hopes this goes this someone high up that can actually make things happen rather than give me empty promises and treat me like dirt.Desired Settlement: After the this entire episode, I think it is only fair that Marriott comp me for the entire stay. A customer should not have to call several times because your people cannot seem to follow through on your promises. Add rudeness and misinformation on top of it and you clearly have a winning strategy.

Business

Response:

Good Afternoon,

I spoke with **. [redacted] and apologized for the rudeness of the Customer Service Agent and will be refunding the guest for the incident. Refund will be $99 plus tax. Guest was very happy with the resolution.

Regards,

Mr. Marriott's Office of Consumer Affairs

Review: My family and I took a vacation in Washington DC last year around the Christmas holiday. We arrived in the evening and used the valet service. We decided to go out for dinner, called for the car and upon my surprise the valet attendant stated that my trunk just popped open for no apparent reason. I replied that my car has never done that before and he then stated, "I closed it and everything should be ok". I didn't think twice about his comment until the next day when attempting to get dressed, I noticed that my luggage bag was not in the room. I called the valet, went downstairs to look in my car/trunk and my bag wasn't there. I inquired at the front desk and with the valet attendant and I still could not find my bag. I was surprised that my bag disappeared, however when I returned home and started unpacking my car, I noticed that my son's black book bag was gone! He had his Xbox 360 with all of his games, controllers etc.!!! I immediately called the Marriott on [redacted] Ave. and reported my property stolen. It was crystal clear that one of the valet attendants stole my property and pretended as though my trunk key was defective! I originally spoke with [redacted] and [redacted] at the hotel. [redacted] took my claim and assured me that someone would be contacting me within a week or so. After calling [redacted] and [redacted] a minimum of 50 times (no exaggeration) with no return calls and getting the run around with my claim, I decided to escalate the situation and contact [redacted]?? the hotel manager. He then assured me that he would personally look into the issue and why it's taken so long for me to receive a resolution. Not to my surprise, he also dropped the ball and no one called me back for two weeks. I attempted to call several times leaving several messages over the course of two months and no one called me back! I finally received a call back from [redacted] who stated that he had to talk with the valet attendants to see what happened. I asked [redacted], "do you actually think they are going to tell you YES, it took the items"? That really seems like a great way to resolve this issue. [redacted] then gave me the usual, it's policy and I have to follow the rules. I originally filed my claim at the beginning of January when I returned home and June is when I received a call from [redacted] stating, "sorry nothing we can do"!! I was totally annoyed that he made my wait not only 6 months, but wasted my time with phone call after phone call and rudely told me sorry, the valet attendant said they didn't take it!! I have now resorted to filing this complaint with the Revdex.com. I also emailed a complaint on line with your customer care and once again, I did not receive a response. I'm sorry to say that my family and I will no longer visit any Marriott brand hotels. As I explained to the manager, I am a business owner and I fully understand what service means and what I should expect. This situation was handled incorrectly and these three individuals could care less about my complaint and wrote me off as another customer complaining. It astonishes me that Marriott would have such individuals working for them, managing their brand and have no idea as to what exceptional service is. I would like to get a response to my complaint and please understand that it is the principal of the matter. I have previously visited this particular hotel several times in the past without an issue, however as I stated earlier I will not be returning due to their lack of service, empathy and rudeness to one of their loyal customers. I am highly upset that I once again have to take time out of my day to email this complaint and deal with a ongoing issue that has lasted for almost 7 months. This is irritating and has caused me a great deal of stress. I'll await your response. Thank you in advance for your time. [redacted]

Business

Response:

Guest's property loss claim was denied by our Claims office; however, as a gesture of goodwill, [redacted], Assistant General Manager, offered the guest a courtesy refund of $300.

From: RI, Washington DC - [redacted] Ave Asst. GM

Sent: Friday, July 12, 2013 3:15 PM

To: [redacted]; RI, Washington DC - [redacted] Ave GM; [redacted]

Subject: RE: Marriott Customer Care Issue - [redacted] - [redacted]

Good Afternoon [redacted],

Just wanted to update you on my conversation with **. and [redacted]. They are not very happy with the manner in which their claim was handled by the claims department especially in regards to the time frame that it took for any to follow up on their claim. To some point they understood why their claim was denied however, they feel like the decision was weighed more towards the staff versus them and did not appreciate how claims spoke to them.

The guest strongly feels like we should make some amends in compensating them at least 50% of the claim. I will follow up with the claims department on Monday to get some insight on this claim.

I did inform [redacted] that I would call her back no later than Tuesday July 16, 2013.

Thanks

[redacted]

Assistant General Manager

Residence Inn by Marriott Washington, DC- Downtown

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