Marriott Corporation

Review: I made a reservation while at church for my pastor and his wife for their anniversary for May 30- June 1. Being in a hurry, I jotted down the reservation number on a church program and then misplaced it. I gave the email address for a newly opened account but didn't remember it since I hadn't used it before, so of course I never even thought to try and check it to see if I had received a confirmation.May 18, I was informed that my Pastor and wife was not able to take the weekend getaway. On May 19th I called and explained that I had lost my reservation number and wanted to re-schedule the reservation only to be told that there was not a reservation in their system under my name at all. I then proceeded to call the other Marriott Hotels in the ** area thinking that I had called the wrong one, because I knew that I had gotten a reservation number when I called. I was told by all the agents that I spoke to at each hotel in ** that I didn't have a reservation. I told the last agent that I would look again for the program with the number and call back. A week later I proceeded to start this all over again and after being assured that they could see any reservations at any Marriott in ** and that I didn't have one, then I let it go. Two days after the supposed check out date I saw that my debit card had been charged. I have tried unsuccessfully to reach a resolution with **. [redacted] - Guest Services manager| [redacted] Marriott [redacted]. I have emails back and forth to him asking his company to at least give me credit for the 2 day's that I paid for and didn't use. I explained that if his employees were properly trained on finding reservations for customers who did not have their reservation numbers he would not have lost out on any night's stay and I would not have lost $200 either. I have phone records to show which hotels that I called and dates and times of the calls made. I also have the emails to show how I have tried to reach a resolution with the Guest Services Manager.Desired Settlement: I would like to have my $207.38 refunded since I went over and beyond to cancel the reservation when I was assured by all his employees that I spoke to on two different occasions the I didn't have one. I was more than happy to re-book the 2 night's stay for my pastor and his wife but after him being so uncooperative I will book reservations at another hotel for their anniversary instead.

Business

Response:

From: [redacted] [mailto:[redacted]] Sent: Friday, July 18, 2014 1:52 PMTo: [redacted]Cc: [redacted]Subject: RE: [redacted] Marriott [redacted] - [redacted]J

Review: I booked a business stay with Marriott in [redacted]. I stay with Marriott for all of my business travels on a weekly basis. I am a platinum customer with 79 nights this year. I am also a loyal user of the Marriott credit card. None of this seemed to matter on my recent transaction with the Courtyard Marriott in [redacted]. I cancelled my reservation twenty days in advance, I assumed that was plenty of time since the usual timeframe to cancel is just hours. I however have been informed that for those particular nights I only had 24 hours to cancel. At this point Marriott refuses to refund my money. If this is how you are treated at the platinum level I will not be able to be loyal to this compnay any longer.

Product_Or_Service: Hotel reservationDesired Settlement: DesiredSettlementID: Refund

I desire to receive a full refund. Twenty days is ample time for a cancellation.

Consumer

Response:

[redacted] called, matter resolved. need to close out, IC

Review: I made a (confirmed) reservation from Marriott reservations on property: [redacted] begins Saturday, February 23, 2013 Reservation for [redacted] Confirmation Number: [redacted] Check-in: Saturday, February 23, 2013 (04:00 PM) Check-out: Sunday, February 24, 2013 (11:00 AM) I was within 5 miles of the facility, and was told they would not be honoring my confirmed reservation, since they no longer had rooms available. they said that there were also no local Beach front hotels in the area with available rooms. We were forced to find alternate room reservations inland, which were not even comparable and departed back home first thing the next morning, without spending time on the beach. Our drive was wasted as was our planned weekend outing. The hotel felt compesation of 10K points covered my inconvienience. Not only did we drive to area, expecting a one bedroom room on the beach in a category 7 hotel, but we expected some peace an relaxation -- and not the hassles of spending another hour just to find a (substandard) hotel to sleep the night in.Desired Settlement: Compensation in the form of a future stay certificate (s) -- minimum of one for the night where I was not allowed to stay (a cat 7 hotel), and prefeably one for the incovienience we endured of dringin, and no relazation. I am filing this complaint agianst Marriott International, because I made the reservation through them, and they provided me the confirmed reservation. I did contact they with my issue and they were not able to help, stated they would refer it to higher management and asked if I prefered a call or email response. I stated call -- but what I recived was a simple email response, stating they were crediting me 10K points (a cat 1 or 2 hotel room). (Motel 6 level I assume).

Business

Response:

I telephoned [redacted] and apologized for his experience. I let him know that in addition to the 10,000 Marriott Rewards points he already received, the hotel will be sending a check for $100 and two Residence Inn complimentary night vouchers. He seemed very happy with our response. Thank you,

[redacted], Corporate Liaison, [redacted]'s Office

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am more than happy with the response I have recived from [redacted], and the compensation proposed. Please accept this as permission to close the complaint.

Regards,

Review: It came to my attention that a friend was staying at the Marriott in [redacted], Ma location. During his stay, he came out to find out that all four tires of his vehicle have been stolen during the night. Apparently, this has happen on numerous occasions and the Mariott facility “doesn’t” have cameras positioned at the rear end of the hotel. On this note, the Mariott corporation has fail to protect their customers and their vehicles during the duration of their stay at the Mariott Hotel in [redacted], Ma. I’m concern for the customer safety as this to be unacceptable to any business reputation and valueDesired Settlement: Replacement of all four tires

Business

Response:

Corporate Liaison [redacted] sent an email and left two voicemails for the complainant over the past three days.There has been no response, and the complainant's voicemail is now too full to accept further requests. The complainant was not the owner of the damaged vehicle. We sought needed details like name of hotel, name of guest with contact details and dates of damage. Mr. Marriott's Office will close this issue pending contact by the complainant and/or guest. We will re-open and pursue this issue if contact is made.

Review: I called customer service at ###-###-#### to try to resolve an issue with me going from silver to gold and back to silver without my knowledge. This caused a customer service issue when I checked into the Marriott [redacted] in that I was treated differently and the experience was not good. When I made the call to customer service this morning I had one issue but after talking to [redacted]) I have multiple issues. [redacted] was inappropriate, condescending and just a little off. He made strange comments like "why are you treating me this way" and "I don't drink coffee it is bad for you, why do you drink coffee". In the end, he was arguing with me on why I didn't know I was gold when I was sent an email and the promotion was on your website. Unbelievably bad customer service that I would like to discuss in more detail with you. Until this matter is resolved I will no longer stay at Marriott. I have a file number (#[redacted]) and my rewards number is :[redacted]Desired Settlement: I would like to discuss with someone who oversees this department. You have an employeee who lost you a customer for no good reason.

Business

Response:

I called the guest this morning. I apologized to the guest advising him we would speak with [redacted] regarding his attitude towardthe guest.

He is quit angry and states he does not like the way we do business regarding our program.

He has now received a lifetime gold membership card, which he states is not that important to him.

He is also upset that the free certificates he receives is good only at a catefory 4 hotel.

I apologized again and advised him I would be happy to cancel 2 of the 89J awards and add 40,000 points to his account.

I asked him if he felt we had answered his questions and if he had accepted our apologies. He said he did.

He is not an easy person to speak with he is very degrading to people, but hopfully he will be find.

Kindest regards,

International Liaison

**. Marriott's Office

([redacted]

This communication contains information from Marriott International , Inc. that may be confidential. Except for personal use by the intended recipient, or as expressly authorized by the sender, any person who recieves this information is prohibited from disclosing, copying, distributing and/or using it. If you have recieved this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law.

Review: RE: [redacted] Marriott hotel

I paid for a stay for my sister this week. She arrived Monday 28 July and checked out and departed Wednesday 30 July. Since I was not present, I completed and emailed a credit card authorization form to pay for the stay, and she also turned in a hard copy upon check in on Monday. The credit card authorization I signed authorized TWO NIGHTS. Within minutes of check in, my card had a hold placed on it for THREE NIGHTS. I immediately called the hotel Monday night as soon as the hold appeared. I was told by a dispatcher that "I'm just a dispatcher, I can't do anything, you will have to call back tomorrow." She did not offer to transfer me to the front desk, a manager, or anyone else. I then immediately called Marriott central booking and spoke with an agent there who called the hotel for me. He spoke to Grace at the front desk on Monday night and was told by Grace that the unauthorized charge would be refunded.

The card was not refunded Monday nor all day on Tuesday. Finally, on Wednesday, hours AFTER my sister had checked out and received the correct hard copy bill under her door, my card was STILL being held for a three night stay amount. At this point I called the hotel, again, and spoke to manager Peter. He apologized and said he wasn't sure why it wasn't resolved after the Monday call but that he would place it on the accounting desk right then.

I called the hotel again on Thursday 31 July and asked to speak to billing. Per their recorded message, I sent an email with the complaint described in full and all requested information (guest name, dates of stay, reservation number) to [email protected]. I have received no response nor any acknowledgement that my complaint was even received.

This has now cost me a $29 overdraft fee, as I had a charge come through Wednesday that could not be paid due to the excessive overage held on my account by the hotel. There was no reason for this to occur as the hotel and Marriott central booking were both notified on Monday, within minutes of the error occurring, that it needed to be corrected. Additionally, today (Friday), more than 48 hours after the guest checked out and after multiple inquiries regarding the error, my account STILL has the full three night stay being held against it!Desired Settlement: I would like a refund of the overages that were billed to my card without authorization as well as reimbursement for the $29 overdraft fee that occurred as a direct result of inaction by the hotel to resolve the error in a timely manner.

Business

Response:

Hotel response sent directly to [redacted]:

Good Afternoon [redacted],Mr. Marriott has requested that I respond on his behalf. First, please let me apologize for the inconvenience that this mischarge on you card has caused you. I contacted your bank and spoke to a representative today that assured me the extra hold on your account was removed and you should see that back in your account as of now. Due to the fact you were charged an overdraft fee, I have advised Accounting to reimburse you card for an additional $100. You should see this additional credit return to your card within the next few business days. In addition, I have added 10,000 points to your Marriott Rewards account.If you have any questions or if I can assist you further in this matter or with anything in the future please do not hesitate to contact me.Best regards,Jasmine K[redacted]Front Desk Manager[redacted] Marriott [redacted] Hotel & Marina Phone: ###-###-####Direct: ###-###-####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 reserved a room at the Marriott location at [redacted], CA. I called to cancel the room later that night and called again to confirm the cancellation as instructed by the representative. I am continuing to receive charges for that night. I have called the location several times and spoke with [redacted] to attempt to rectify this situation. I have left numerous messages for [redacted], but received no return phone calls. However, this location is continuing to charge my credit card.Desired Settlement: I would like a refund in the amount of $109.32

Business

Response:

The hotel will be happy to refund the no-show charge. The Front Desk manager has responded to the guest as follows.

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

Sent: Tuesday, January 14, 2014 12:25 PM

To: [redacted]

Subject: Refund Request

Review: I booked a room at the Marriott in [redacted] for Feb/22 with the check out date of Feb/24. I booked the room for four people (2 Adults and 2 Children) through a 3rd party system ([redacted]). I arrived the hotel around 11:15PM on Feb/22 and was greeted by a mean and unaccommodating clerk name [redacted] She had caused me a similar problem in the past that I'll get to later. She checked her records and told me that the room is booked for one King bed . She then immediately told me that I have to leave Marriot and find a room in another hotel because she has no room except one that has only one bed. This was a total lie because her manager told me the next day that they actually had many rooms and all this clerk had to do was offer one at their cost but I was OK with paying for the second room if the clerk was willing to accommodate me. The clerk didn't offer any options (like rolling beds, etc.) She just wanted me to leave. I had to leave this hotel around midnight with my wife and 2 young children (who were terrified and tired) to find a room in another Marriott hotel in [redacted] that costed a lot more. I called [redacted]'s manager the next day (Feb/23) and spoke to her about this incident. The hotel manager apologized for the way I was treated and gave me 15,000 bonus points to a get a free room. The hotel manager admitted that her clerk was unaccommodating and told me that I should have never been treated me like this. The clerk wasn't even willing to talk to [redacted] to see how the booking was received differently at her end. I do NOT trust that this was a wrong booking because this was the second time with this same clerk that she didn't wan to give me a room. The first incident dates back to Nov/2012 when she claimed that she didn't even show booking for me and gave me a false information that the hotel was out of rooms but they weren't. I am not sure what her problem is but I am 100% certain that if I go back to this hotel (which I never will) she will find a missing dot somewhere to refuse service to Marriott clients. This employee needs to be investigated for malpractice and financial damage to clients of Marriott Hotel. All she had to was offer me another room (which I would pay for) but she didn't and told me to go find room in another hotel.Desired Settlement: I need a formal apology from this hotel for the way I was greeted and treated twice by their front desk receptionist.

Business

Response:

Please see the response to the guest from the hotel below. Please let me know if you have any questions. Thank you!

Regards,

Corporate Liaison

Mr. Marriott's Office

Dear [redacted]:

Review: I stayed for 10 nights and explained the roo. Had a wet musty per mold smell they sprayed some chemicals but it did not work. They used excessive bleach and also in sheets. I had an allergic reaction and had to go to urgent care twice. I was miserable for 6 nightsDesired Settlement: I want 5 of my nights reimbursed and my correct points. I showed the reaction to Emily and Claudia. I was told I would get a refund and 20k bonus points. That has not happen and the Marriott will not return my calls. They should have put me in another hotel and it took them 2 days to mob my room.

Business

Response:

October 23, 2014

Review: I checked into this hotel on July 4, 2014, with my wife and grandson, to attend a wedding in the area. We checked out on July 6, 2014 and left four garment bags in the closet. We went on to the [redacted] area for for a few days and didn't realize that our bags were missing until we arrived back home on July 10, 2014. I contacted the hotel and left messages for the front desk manager and the housekeeking manager, because no one was available. No one called me back on July 10th or the 11th, so I clled the hotel back and left more messages, but no return calls. I was able to talk with several desk clerks, claiming that they would have the front desk manager call me back, but no return calls. I called and got the manager on July 14th and she stated that she would look for our items. I called several more times during the week and left numerous messages without any call backs. We did get three of our garment bags back, but not my wife's clothes.( Perhaps one of the housekeeping staff took the female clothing??) The front desk manager stated that the hotel is not responsible for items left in the hotel, but she would submit our loss to her insurance company------But then we received an email from the general manager stated that the hotel is not liable for our loss, nor do they contact customers when they leave items in their rooms, which make no sense!! This has been a terrible experience and the hotel has terrible customer service!!Desired Settlement: We would like the hotel to replace my wife's lost clothing,at a cost of $350. Secondly, we would like the hotel to start contacting customer's when they leave items in their rooms, as well as securing the items.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Marriott Corporation regarding complaint ID [redacted].

Regards,

Review: CHARGED FOR CANCELLED RESERVATIONS IN THE AMOUT OF $373.74Desired Settlement: DesiredSettlementID: Refund

CALLED RESIDENCE INN ABOUT RECEIVING A CHARGE ON MY CREDIT FOR NOT SHOWING UP.NEVER RECEIVED INFORMATIO ON BEING CHARGED FOR NOT SHOWING UP. I ASKED FOR INFORMATION THAT SHOULD HAVE BEEN SENT ALONG WITH CONFIRMATION & STATEMENT INDICATING CHARGES BEING ASSESSED.THEY INDICATED EVERY THING WAS IN THE ARCHIVES

Business

Response:

I am responding to complaint [redacted], on behalf of Mr. Marriott's office. In regards to [redacted]' complaint, this office has reached out with two voice messages and one email. This office has been unable to locate information in regards to [redacted]' complaint. We have asked that [redacted] respond with the exact Marriott Residence Inn she is referencing so as to follow up on her concerns. Until further communication from [redacted] this office is unable to proceed.

Consumer

Response:

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

From: [redacted] <[redacted].[redacted]@marriott.com>

Date: Thu, Jul 3, 2014 at 9:43 AM

Subject: FW: [redacted] / Revdex.com complaint #[redacted]

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

This is a follow up to the original response sent on June 30, 2014, regarding complaint #[redacted]:

I was able to speak with [redacted]. I did inform her I was returning the call in response to her call to Mr. Marriott's office. I once again apologized for us having to bill her and let her know that had we known even later that evening, we could have had several opportunities to sell the room to someone else.

[redacted] confirmed that she understood and thanked me for getting back with her.

General Manager

[redacted] Residence Inn

Review: • On the morning of April 2nd, as I have done for many years, I left my room (#[redacted]) for the day after plugging in my [redacted] on the nightstand next to the bed.

• I returned to the hotel late that evening and went straight to sleep without opening the [redacted].

• The following morning, as I was preparing to check out, I opened my [redacted] to see that the corner was damaged and that the screen had two cracks.

• I reported the issue to the front desk staff, who requested that I complete a claim form.

• On April 11th, I received a letter that stated, “I hope that our operations staff handled your situation satisfactorily and you have not experienced any additional problems.”

• I responded to this letter in an e-mail on April 14th, asking what I should expect as the next steps necessary to resolve my claim.

• I received a response e-mail indicating that Marriott’s assessment was denied as Marriott believed the damage was not consistent with the [redacted] falling on carpet inside the room and that Marriott only pays claims where the evidence clearly shows Marriott is responsible for the damage.Desired Settlement: I expect Marriott to provide reasonable reimbursement for my damaged property. The market value of a 3rd Generation 64Gb, Wi-Fi and 4G cellular is $689.90.

Business

Response:

April 17, 2014

Review: I made a (confirmed) reservation on their property:Your stay at Residence Inn [redacted] begins Saturday, February 23, 2013Reservation for [redacted]Confirmation Number: [redacted] Check-in: Saturday, February 23, 2013 (04:00 PM) Check-out: Sunday, February 24, 2013 (11:00 AM) I was within 5 miles of the facility, and was told they would not be honoring my confirmed reservation, since they no longer had rooms. they said that there were also no local Beach front hotels in the area with available rooms. We were forced to find alternate room reservations inland, which were not even comparable and left first thing the next morning, without spending time on the beach. Our drive was wasted as was our planned weekend outing.

Product_Or_Service: Confirmed Hotel Stay

Account_Number: Confirmation Number:Desired Settlement: DesiredSettlementID: Other (requires explanation)

I have been inconvienced terribly, gas and time, for a beach front hotel. I should be reimbursed for a like cat 7 hotel room minimum which I was denied, and additional compensation (not necessarily monitary) to cover rest of my messed up weekend, and wasted time.

Business

Response:

Dear Revdex.com,

This complaint was already closed and the Revdex.com sent us a closure notice on the complaint; however, this is a different complaint number for the same issue. The guest received 10,000 Marriott Rewards points, a check for $100 and two complimentary night vouchers for Residence Inn. He was very happy with the resolution (see below). Please close this duplicate issue. Thank you!

MESSAGE:

[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. I am more than happy with the response I have recived from [redacted] and the compensation proposed. Please accept this as permission to close the complaint.

Regards,

Review: Stayed at Marriott in [redacted], used valet. Inside door car handle broken at Marriott did not notice-called Marriott immediately when discovered

My company, [redacted] hosted a conference at the Marriott Marquis, therefore,I stayed at the Marriott on July 16 & 17 and used the valet. When I picked up my car, the valet service was great and closed the door to my car. I drove home placed my hand on the inside door handle and it broke in pieces. Immediately that evening I called the valet who referred me to [redacted]. I left a message about this situation, never received a phone call, but received a letter stating because I was off property and the valet denied any wrong doing the would not honor the claim. Really!?! There is no way that I would have known that the handle was broken until I got out of the car and I feel your findings are not fair and clearly away to avoid being responsible for your valet's over exerting himself on my [redacted]. My claim # is [redacted]. If this is how you conduct business, then I will alert my colleagues how I was treated by [redacted] and the Marriott.Desired Settlement: I would like the broken door handle replaced on my [redacted]

Business

Response:

The [redacted]'s Insurance Company will contacting you to get some more information about a repair estimate.

Review: I am a Marriott Credit Card Rewards member and I get an annual free night stay at certain properties. I had called a hotel to use the free stay and the rep could not find the certificate in the system. On a previous call, I was told I had until Sunday night 7/13/14 to use it. I had called the week before and it could not be found by the hotel nor the rep on the rewards line. The hotel property had tried to get me to book the room and the rep on the rewards line had also recommended that I book and use points. Then call after to get the points refunded and get the free night extended. I had already called on the previous call and was told I could not extend it.Desired Settlement: I would like to use my unused free night stay.

Business

Response:

Dear Revdex.com,

I have reissued the certificate for the guest for another six months. Called guest and left a voice mail that the certicate was reissued with an extended date.

Diane K[redacted]

Mr. Marriott's Office

Review: I checked into this hotel on 4/19 and checked out on 4/21. This location is at the mall of [redacted] which lists the location on Mall of [redacted] Blvd. I was charged a $250 fee for smoking and neither I or my wife smokes. They charged this on my debit card and caused my account to overdraft and this charged me an additional 90.00 in fees because of this charge. We have stayed in this hotel many times and not once were we ever charged anything other than the daily rate. I am VERY UPSET with this and I need this corrected as soon as possible.Desired Settlement: DesiredSettlementID: Refund

I would like my monies refunded for this fee and the monies reimbursed for the fees accured on my checking account.

Business

Response:

April 30, 2013

Review: This is regarding a July 14th stay at their [redacted], Baltimore location. I had noticed that on-line there was mention of a "surcharge" for in-room wireless internet access. On May 22nd I emailed them: "You very well may be the last hotel in Baltimore to charge for wireless Internet access. How much is the "surcharge"???"

They responded on May 23rd: "Thank you for contacting Marriott. We appreciate the opportunity to provide you with information. We were able to locate the following information regarding the Internet charges at the hotel:

Please be informed that the Internet charges is nett price and there is no surcharge."

I responded, on the same day: "Thanks!!! You should have the travel sites correct their info. They have it listed as available for an additional charge!"

When I got the the hotel there was indeed a price for wireless internet access and they charged me $12.95. I subsequently emailed them on July 14th, July 17th and July 23rd to ask them why they gave me the initial bad information. They have yet to respond. I doubt it's a backlog issue wince they responded to my initial inquiry within 24 hours.

Business

Response:

“Good morning **. [redacted],

Review: Email/complaint have gone unanswered by General Manager of [redacted] and by Executive Offices of Marriott.

On 5/11/2013, I sent an email to the general manager of the [redacted] with an issue we had during our stay at the hotel. After no professional customary response, I sent a complaint to Marriott's customer care on June 12, 2013 stating no response along with a copy of the email sent to the General Manager. I received a professional customary response from [redacted] at Marriott's Customer Care the same day stating the information would be sent on to the Executive offices and I would hear back within 3-5 business days. As of today's date, July 11, 2013, I have not heard back.

Business

Response:

General Manager called guest to apologize. He has issued a full refund of her charges.

From: [redacted] (F)

Sent: Wednesday, July 24, 2013 12:51 PM

To: [redacted]

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

Review: I have been attempting to use my gift card to purchase a room at their hotel, and am being told by everyone that I have spoken to that I am unable to use the card to book a room at the non-cancel-able rate. A gift card should be the same as cash, so I am very confused by this policy.

I have been told that I would have to book the room at a different rate (which is $70 higher). So they are basically charging a premium to use the gift card. This seems very unethical, and I would either like a refund on my gift card or to be able to book the room at the lower rate.

When contacted the hotel stated that the terms and conditions of the gift card say that you cannot use it to secure or reserve a room (which is crazy considering its a gift card for a hotel chain), but in addition there is no terms and services or links to any terms and services listed anywhere on the card.Desired Settlement: I would like either a refund on my gift card, or to be able to book the room at the non-cancel-able rate.

Business

Response:

Dear [redacted]:

Thank you for your Revdex.com Inquiry. Please be assured we make every effort to publish the terms of our gift cards. As stated on our gift card website: gifts.marriott.com

Marriott GiftCard Terms and Conditions

Marriott GiftCards may be used at participating JW Marriott®, EDITION?, Autograph Collection® Hotels, Renaissance® Hotels, AC Hotels by Marriott?, Marriott Hotels & Resorts®, Gaylord Hotels®, Courtyard® by Marriott, Fairfield Inn & Suites® by Marriott, SpringHill Suites® by Marriott, Residence Inn® by Marriott, TownePlace Suites® by Marriott and Marriott Vacation Club? and participating hotel outlets: retail, spa, golf and food and beverage. Marriott GiftCards may also be used at participating Ritz-Carlton hotels. Card carries no value until activated. Card is a prepaid card, not a credit card or debit card, and is the property of and issued by MI Fulfillment Services, LLC. This card does not expire. Card is not redeemable for cash in any amount except when otherwise required by applicable law. Card becomes inactive upon use of all card value. Card may not be used for deposit, advance purchase or to secure or confirm a reservation. Each transaction will be debited against card balance, if transaction exceeds balance, user must pay the difference. Lost, stolen or damaged cards will be replaced only if previously registered. Value of replaced card will equal balance on card at the time it was reported lost, stolen or damaged. To check card balance, click here or call ###-###-####. For questions, please contact the Customer Service Team via email at [email protected] or dial ###-###-#### Monday–Friday: 9 am–7pm EST / Saturday: 10 am–4:30pm EST.

As you would need a credit or debit card to secure an advance purchase rate (cash not accepted) we are unable to honor your request. We trust you understand our position with this matter.

Sincerely,

[redacted] / Corporate Liaison

Review: We have a double room suite booked online through [redacted].com for 2 nights at the Resident Inn by Marriott in [redacted] CA. The name the booking under was my friend "[redacted]" confirmation number is "[redacted]. The rooms was fully paid for by a credit card a month prior to our traveling time. On March 7, 14 one of I was the first to arrived and trying to check-in. I was greeted by one of the representative at the front desk and was asked if I want ground level or upper level? I picked ground level and she asked for my ID. But when she found out it wasn't my name on the booking and said only the "[redacted]" can check-in. I respect their policy and told them we will come back after my friend arrived.When everyone arrived at the hotel about 8 p.m and tried to check-in at the front desk. The customer representative took out a printed paper and told us they refused our business without even ask for our information. The reason was "from the past experience". The customer representative also said it was not his decision, it was the manager's decision and he was not there. We told him the rooms was already paid for and we have never stay at this hotel before how can they refused us by the past experience of our stay? He said there's nothing he can do and if we want to complaint we can call the manager and handed us a business card. We are not from California and it was in the middle of the night without a place to stay. The Hotel took our money a month before yet they refuse us at upon our arrival. I would like to know what the was the reason that they refuse us because we have never stayed with them before. I demand apology and compensate for our time and inconvenience that they have caused us. We have to drive around looking for a different hotel at the last minutes. If they have had refused us at the booking time we wouldn't have gone through so much trouble. It was unprofessional we have never experience such thing in our lives.Desired Settlement: an apology and compensate for our time and inconvenience they have caused us.

Business

Response:

Hi [redacted],