Marriott Corporation

Review: First, the reason for the negative review is due to a billing dispute I am in with the hotel since [redacted] ComicCon. Two friends and I booked with the hotel through [redacted] during their early bird hotel sign up. My friend paid for the room in full on her credit card. The email confirmation showed all three of us on the reservation, my name included. After a few months, my two friends found out they could not go anymore, so I paid them by check for the full amount. Later, I found roommates to come with me who wanted to be added to the reservation. I called the hotel, only to be told that [redacted] needed to do that. I called [redacted], explained that I needed two of the names on the reservation, [redacted] and [redacted], to be switched to [redacted] and [redacted] - that this was just to change two names on the reservation. After [redacted] rep said it was done, I called the hotel the next day and used the same reservation confirmation from [redacted], and they had the new names.I checked in no problem, but saw on my credit card after staying at the hotel that they charged me for the room. It should have all been paid by the original charge from [redacted] when they transferred the information to the hotel. After a few weeks and putting in a case for review with [redacted] and the hotel, the hotel says that the original reservation from [redacted] was canceled on the same day that I had [redacted] make the name change. Never did anyone mention a canceled reservation to me The hotel says they will not refund me because 1) the original payment they received from [redacted] is non-refundable, even when canceled and 2) the 2nd charge is not refundable since I did use the room.I think that I am being unfairly charged twice for 1 room because of a mis-communication or something that caused a name change update to the reservation to a cancellation. I also posted a more detailed description on [redacted]Desired Settlement: As that a cancellation was never intended on my part and never mentioned in any correspondence from myself leading up to my stay, I feel that the $873.52 that hotel charged me was in error and should be refunded.They received payment from [redacted] for the room, which they say was "canceled" and cannot be refunded, so they are not without payment for the room used during my stay. They received that payment twice by double charging me due to an error, and I should get a refund.

Business

Response:

Good Day,

Guest has been refunded. Please see attachment for letter explaining the refund.

**. Marriott's Office/Corporate Liaison

December 3, 2013

I want to personally thank you for your assistance in helping to resolve the concerns with **. [redacted]. As I understand **. [redacted] was set to visit our hotel during Comic-Con in July 2013 and share a room with **. [redacted]. **. [redacted] booked and paid for the room in full through [redacted].

Unfortunately **. [redacted] was unable to attend so **. [redacted] paid for the room via check to obtain ownership. **. [redacted] then added two different names to the reservation (his being the main contact) in case they needed anything during their stay. Upon arrival **. [redacted] was charged again for the room. Once he left the property he noticed he had been double charged. After some intensive investigation work, it looks like it was a clerical error on our property.

All payments had been made and received correctly but unfortunately **. [redacted] was the only one double charged. [redacted], you were able to help walk me through all the change history of the reservation and confirm we do in fact, owe **. [redacted] a refund in the amount of $873.52 but most importantly, an apology for the delay on getting this resolved. We have refunded **. [redacted] as of December 2, 2013.

Please feel free to contact me personally should there be any questions or concerns. Thank you again for your help and assistance with providing an appropriate resolution to **. [redacted], please consider this case resolved.

Best Regards,

Review: Where do I begin?

My friend and my daughter and I stayed at the Ilihani Resort and I was very disappointed to say the least.

There were issues with overcharging on room service, severe noise and sexual harassment issues from the USC Trojan football tyeam

who happened to be staying there for the game, interruption of services because film crew for Hawaii 5-0 were there as well, and very little attention

from management when we complained.

My boss was there as well, and he complained and management sent a towel set from the gift shop and offered a comped dinner.

That was less than the least they could have done.

Also, on my second day there, someone had spilled coffee all over the elevator floor and I slipped and hurt myself pretty bad.

I went to the front desk and told them, but they didnt offer to look at my injury, but they did say they would send someone to clean it up.

Our company literally spends in the tens of thousands staying at Marriotts every year, this was unacceptable.

The pool area was unsafe as well, I saw a few kids slip while walking around the pool and my daughter did as well.

I have had limited response about this nightmare and I am very angry and disappointed with the whole experience.Desired Settlement: I would like someone from corporate to call me and discuss this.

[redacted] ###-###-####

Business

Response:

Per **. [redacted]’s request Mr. Marriott's Office has called and left a voice message to please contact us to discuss further.

Thehotel in question compensated **. [redacted] with the following:

· 80,000 Marriott Rewards points to address noise complaints from the football players and Hawaii Five O production

· Removed her upgrade charges totaling $854.75

· Complimentary Dinner for 4 totaling $490.85

· The logo’d beach towels we gave her was a request from her boss

Please let us know if you require anything further.

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:

If you think 80'000 points is fair for offensive sexual harassment with my 7 year old daughter present, slipping in the elevator painfully, overcharging on wine ordered to our room, as well as noise, and being asked to "stay in our room" because Hawaii 5-0 was filming, I am sorely disappointed and have been misguided and misled when it comes to Marriotts guarantee of total satisfaction.

Review: on Friday, October 3, 2014 I booked a room at the Fairfield inn and suites in [redacted], ky which I was told was a marriot hotel. When I arrived at the hotel the gentlemen ant the hotel advised me that he needed my address and my id which I provided (a process which took all of ten minutes) after finally receiving the keys to the room I went up to the room and discovered that there was a awfull smell of smoke and that there was no tub. when I called the operator and adv him of my disability that requires me to bathe in a tub the man on the phone adv me that I would have "to just deal with it, we don't do refunds". I never asked for a refund I was just about to ask for a room with a tub. the man on the phone proceeded to tell me that all Marriott hotels are designed without tubs and have showers only but on the advertisement on [redacted] .com the pictures showed a tub. being tired and not wanting to have wasted money I had no choice but to stay. once I was in the shower I discovered that there were no appropriate handles for me to hang on to once I fell on the floor and hit my head on the class.Desired Settlement: the members of management should be trained on the americans with disabilities act that prevents discrimination although im sure the management had no input on the design of the hotels I refuse to belive that out of all the marriot hotels none of them have tubs.

Business

Response:

Copy of letter sent to guest:

October 16, 2014

Review: I was sent a survey to complete for a hotel stay. I did not stay there, I did not reserve a room there. I have not visited there ever. I emailed the manager of the Courtyard Inn [redacted] , PA. There was no response. I emailed corporate a number of times with the recent email as follows:

Dear [redacted],

Thank you for contacting Customer Care. We are happy to respond to your

billing concerns by the Courtyard [redacted]. We have researched this

with

the Executive Office of the Courtyard and your reservation was booked on

16 June 2014. Your name, Marriott rewards number and a credit card was

presented at check-in. The charges will remain as billed.

If we can be of further assistance, we invite you to reply to this

message.

Thank you for choosing Marriott.

Regards,

Leslie M[redacted] Marriott Guest Experience Supervisor

This appears to be some sort of fraud and needs to be investigated as such by them. They will not tell me if my credit cards or my other credit accounts were used. Please assist me.Desired Settlement: Refund my money if it was actually charged to an account I own. Explain to me how this would happen. I am very careful with my passwords, accts , etc.

Any further remedy that seems approriate considering the nature of this offense, intrusion, lack of attention to my concerns

Business

Response:

July 9, 2014Dear [redacted]:Thank you for your email to the Revdex.com regarding the stay at the [redacted] Courtyard. We appreciate your comments and I am pleased to respond on behalf of Marriott International.I apologize for any frustration you have had with this matter. I have spoken at length with General Manager Sean O’[redacted]. The hotel’s records reflect Sean checked you in and remembers being provided your Marriott Rewards number and your credit card. The credit card records confirm this card was swiped into the system on 6/16/14. Additionally, you responded to a Guest Satisfaction Survey with the same email address that was on your reservation. [redacted], our records could not reflect a swipe on your credit card if it was not physically presented to the hotel. If you were not present at the hotel, is it possible your credit card was stolen? Have you had any other unauthorized charges to this account? I have enclosed with this email the Guest Satisfaction Survey and the folio stating that your card was physically swiped. If your card was stolen I would encourage you to notify your credit card company. I would also check to see who has access to your email account as a precaution.[redacted], although we regret your continuing frustration in this matter, we remain unable to offer compensation due to our findings. We again apologize for these unfortunate circumstances and hope to welcome you as a guest in the future.Sincerely,Diane K

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:

I need to know what Credit Card was used fraudulently during this hotel stay.I was sent a form to review hotel and I answered it in frustration stating I wasnt there.No credit card of mine was In Pennsylvania at any time. I have all my cards. This is offensivethat Im defending that I wasnt there. They can look at cameras and determine that it wasnt me.I am requesting immediate info on credit number, bank credit card is from. I need to be protectedfrom further fraud via Marriot Corporation.

Regards,

Review: I was told when I booked a reservation that I would be able to call back and use my ecert for the room> I was not told it was based on availability and even thought I have confirmed the reservation at [redacted] Suites for 7-25 I was told I cannot use an ecet as they were all booked up. This was not discuslosed at time of my hotel booking and I feel this is a deceptive practice on a part of marriott policy. when I spoe with someone on the phone they said they did not care and if I had issue file a Revdex.com complaint and then hung up on me.Desired Settlement: If they will not honor my ecert then I suggest to comp my room for this deceptivie practice. I am a silver level rewards member. I would also like my phone call reviewed to ensure their reps are giving proper customer service

Business

Response:

I spoke with **. [redacted] to apologize for the service he received from our toll-free reservation line. His reservation has been modified to reflect certificate redemption.

Review: My complaint is against the Marriott's Look No Further(SM) Best Rate Guarantee. I booked a stay at the Renaissance [redacted] at [redacted] via [redacted].com. My rate for 8 nights was $1088.00 which included the resort fee of $22.50 per night. If you deduct this resort fee the room rate without taxes and fees is $908.00 via [redacted].com. The Marriott look no further best rate guarantee states if you are to find a lower rate then they are offering on their website they will match the rate and offer you a 25% discount. I contacted customer service and they told me to fill out a claim form. After submitting the claim form I was notified they would require my login and password for the [redacted].com site to verify. I agreed and sent them all the information they requested. I then was told via email that the rate was $1088.00 and their rate was $992.00 so Marriott was cheaper then the [redacted].com rate. I explained to them the $1088.00 includes the resort fee (it clearly states so on the confirmation page) and the Marriott rate did not. If you deduct the resort fee the [redacted].com rate would be lower. Or if you add the resort fee (which will be charged upon check in) the Marriott rate will be $1172.00. Clearly the [redacted].com rate is lower. We went back and forth via email, but the Marriott customer service (I must have had 6 different associates reply) rejected it without any valid support. I then contacted [redacted].com and had them send me an email once again confirming the rate of $1088.00 included the resort fee. I forwarded this information to the Marriott customer service but they once again rejected the claim. It is a complete and utter disgrace for a corporation as large as Marriott to take advantage of its customers. Why make a guarantee to its customers if they had no intention of honoring it. Marriott is cheating its own customers via its website, with an enticing guarantee that will never be honored. Corporate greediness at its peek. Shame on them!Desired Settlement: I want them to honor their "best rate guarantee" and adjust my rate. My confirmation # is [redacted]. I only have until the 9th of April for them to do so. I can only hold the rate at [redacted].com until the 9th without penalty. Thank you Revdex.com in advance for all your help with this.

Business

Response:

[redacted]

Review: I checked into the hotel on Friday the 8th at a reduced room rate of $57.64. I left the hotel on Saturday the 9th. Without my authorization, the hotel put through additional charges for a total of $386.20. Neither Marriott Customer Care nor the hotel manager would help me in any way shape or form.Desired Settlement: DesiredSettlementID: Refund

I want all money returned to me other than the amount of the hotel room for Friday night.

Business

Response:

Guest did not provide the name of the hotel that billed him the excess charges. I have left the guest voice mail messages at both of the phone numbers listed on the complaint requesting he call me back plus I have sent him the below email requesting a response. I am unable to assist him with this matter unless I know which hotel has charged his account.

December 4, 2013

Via E-mail: [redacted]

Dear **. [redacted]:

Thank you for your letter to the Revdex.com regarding your experience with Marriott International. We appreciate your comments and I am pleased to respond on **. Marriott’s behalf. I regret I have been unable to contact you via telephone.

**. [redacted], your letter to the Revdex.com indicated you were improperly billed by one of our properties; however, your letter did not include which Marriott hotel processed these charges. In order to research this matter and provide a resolution, I will need you to provide me with the name of the hotel, dates of your stay and the name the reservation was under.

**. [redacted], I can be reached toll free at ###-###-#### or by replying to this email. I am in the office Monday through Friday between the hours of 8:00 AM and 4:00 PM Eastern time. We hope you will give us an opportunity to serve you.

Best Regards,

Corporate Liaison, Marriott International

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 receives this information is prohibited from disclosing, copying, distributing, and/or using it. If you have received 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: We checked in to this hotel on 10/12/13 around 5 pm. As soon as we arrived inside the room we smelled a horrible odor, but could not pin point what it was. The next morning I saw a small roach around the bathroom sink and was very disgusted but figured it was an isolated case. But an hour later (around 8:00 am) I saw a larger roach walking up and down the dishwasher door, so I called front desk. The receptionist ([redacted]) was of no help. She said her manager would not come in until 10:00 am and would have her call me. But she never did. I called them again around 11:00 am just to find out that [redacted] never said anything to her manager and told me that she still needed to talk to her and wuould have her call me in 10 minutes. I told her I was already checking out!! The manager ([redacted]) finally calls 15 minutes later (to my room) and she admitted that the room had been treated with pesticides. I was appalled to hear her responce, at which point I asked why that room was given to me and she had to nerve to lie to me and say that they were all sold out!! If that was the case "supposedly", it is my right to know and I should of been given the option upon checking in to refuse the room. I do not appreciate inhaling all of those fumes and what they exposed me too. Worst of all, my little nephews came by to visit me in the morning and they inhaled all of that junk too. I have had severe headaches on a daily basis since that day and I am considering legal action.Desired Settlement: I did receive a 50% discount from [redacted] on 10/13 which I thought was a slap in the face. I then filed a complaint with their consumer affairs dept. and the general manager was suppose to call me, which she NEVER did. She just sent me an e-mail, which I thought was very unprofessional and informal, stating that a full refund was going to be issued. I am still not satisfied!! I want an explanation as to why this room was given to me & a formal apology. I DON'T want this to happen to anyone else.

Business

Response:

This is the letter the General manager of the hotel sent the guest to resolve the guest's complaint:

Dear **. [redacted],

Thank you for visiting us here at the Residence Inn [redacted], it was a pleasure to have you as our guest. **. [redacted], please accept my most sincere apologies for the unpleasantness you experienced. I would like you to know that I’ve had a conversation with our staff about the way this situation was handled and the cleanliness of the room. Circumstances such as this are not indicative of the service standards we have set and strive to maintain for our hotel. Let me assure you this is an exception and not a norm. The annoyance you felt is understandable and we want you to know we share your concern. We do apologize for any inconvenience this may have caused during your trip to [redacted]. In the meantime, I am crediting your account for the rest of your stay.

Again, we appreciate you taking the time to let us know and hope that as a loyal Silver Elite member, you will continue to look for Marriott whenever your travel takes you.

Regards,

General Manager

Residence Inn [redacted], CA [redacted]

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

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

Email: [redacted]:

In addition, 10,000 more points were posted to the guest's Marriott Rewards account as a gesture of regret by Mr. Marriott's Office.

[redacted]/Liasion/Mr. Marriott's Office ###-###-####

Review: I booked a room through Marriott.com for the Residence Inn in [redacted], CA. The Marriott website advertised their Best Price Guarantee. After booking I read the Best Rate Guarantee and the requirements. I then found the same room I had just booked on Expedia.com for significantly less, so I booked it and then filled out the claim form as directed by the instructions. Marriott's first response was that I hadn't booked through the Marriott site, so I didn't qualify. I replied and showed that in fact I had booked through Marriott.com. Marriott's next response was that I booked my Expedia.com room first and was not qualified. I did not know about the price guarantee until AFTER I booked on Marriott.com, I have a Marriott reward number and was trying to earn bonus points so I went to Marriott FIRST. I didn't book at [redacted] until AFTER my Marriott room was already booked. Once I prove this what will be the new excuse? Marriott should not be allowed to advertise special "Guarantees" they have no intentions of upholding.BEST RATE GUARANTEEFind a lower rate and well match it and give you a 25% discount, subject to the following terms and conditions:Desired Settlement: Marriott should have honored their Guarantee! Now they have lost our corporate business and loyal customers.

Business

Response:

Dear [redacted]:

Review: I booked a hotel for the weekend, checked out of the room all was OK except on representative was giving me attitude a whole stay! I just received my credit card statement & sew a charge for 365.56. which I have not signed for or approved Called the hotel to figure out why I was charged this amount , they started telling me all sorts of different stories, the first story was that I checked out late (which is a lie) and that's why I was charged another day, mid words the manager says that a day is $209 so I asked why was I charged 356 to which his reply was he will look in to it. he said they don't offer late check out with the representative at the desk did say they do..... then he said someone saw me in the room later which was I due to leaving something in the room. I bought the hotel thru price line and payed for the 2 nights including tax $249 I feel its the scam! the representative told me that if u are a minute after 12 in the room you are charged for a full day.... when I asked for the agreement he said he has no time to waist and send it to me

ThanksDesired Settlement: would like them to refund me the charges

Business

Response:

You were charged $209 + tax for staying past checkout time. You were informed that late checkout was not available and would be charged a full day for staying past 12 noon.

You were credited back one night to your credit card for the [redacted] reservation.

We will not be offering any refunds.

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: I was not advised that I will be charged an extra day! They did tell me that I can check out at 1 and I did do so but it seems the rep at the front desk did not check me out when I asked her to!

Review: I stayed at the Marriott Hotel on business the night of Friday, May 2nd, and checked out Saturday, May 3rd. Because it was a business trip, the room was reserved, and supposed to be paid for, on a separate credit card. When I checked in on the 2nd, the desk clerk needed my debit card for security purposes and for any incidental charges that were incurred beyond the price of the room. She assured me, however, in no uncertain terms, that I would not be charged for the room, and that it would be billed to the correct credit card.This past Saturday, May 10th, I received an overdraft notice from my bank. When I investigated with my bank, I learned that the Marriott did not transfer my room to the correct card, and instead charge me $243.46, which also resulted in a $36 overdraft fee, and another $36 overdraft fee for another transaction that I otherwise would have had the funds for, meaning the Marriott's error has cost me a total of $315.46.When I called the Marriott to straighten out the situation, my call was returned by [redacted], who was of no help at all. He claimed that the person whose card the room was supposed to be charged to, [redacted], never swiped his card for that room.I can verify that that is false. When **. [redacted] e-mailed me a copy of the receipt, not only had I never signed the receipt authorizing my account to be charged, but the receipt lists my address incorrectly. It lists the address of [redacted], who was the other person staying in one of the rooms in our block.This does, in fact, prove that **. [redacted] did swipe his card, because my room was clearly linked to the other rooms in our block, and the hotel made a mistake in charging the room to my account.I have, today, left two more voice mails at the hotel to straighten this out, which have not been returned. This is a very easy situation to resolve. I need the $315.46 they took from me, and I need it back now.Desired Settlement: DesiredSettlementID: Refund

They need to refund me the $315.46 they took from me.

Business

Response:

From: [redacted] Sent: Tuesday, May 27, 2014 2:15 PMTo: '[redacted]'Subject: RE: [redacted] Marriott Issue

Review: The Marriott Marquis Hotel in downtown [redacted] publically in the lobby permitted there security to punch me in the face and spit in my face and take me to the ground. I have been a loyal member of the marriott brand and I have gold status with them. my name was not on the reservation that night but of my dear friends. I attempted to show prove to the MOD of many of my stays at this location and abroad but I was agnored. This is beyond bad service and Marriott International is not returning my calls at all in this matter

Product_Or_Service: room stayDesired Settlement: DesiredSettlementID: Refund

I would like to Marriott Marquis Hotel to refund all the points that I redeemed at this location for rewards night because of this matter. I don't think that is how you reward someone by beating them to the ground. I would like my rewards back

Business

Response:

This case has been assigned to a Marriott adjuster and our investigation is ongoing at this time.

Review: I checked into the Courtyard [redacted] New jersey on 8/11/13. I was checked into room #[redacted]. The room had hair in the tub and dirty clothing on the floor under the bed skirt. I notified MGMT who stated that room would be cleaned. When we returned later that day from a day of fun and shopping the beds were maid but the dirty clothing that was on the floor when we checked in was still on the floor from the previous occupant. I again called and complained I was then moved to room [redacted] which overlooked the Dumpster. Oddly enough when you entered the bathroom and looked at the ceiling you could see that the room had a leak that was fixed but no one painted the ceiling. I complained again only to be insulted by the Assistant GM who stated that she would credit me $50.00. She just totally missed the point. As a rewards customer I demand and are entitled to better service then that. Everyone that checked in to that hotel got 2 free bottles of water. I was not even offered the water. I saw housekeeping cleaning a bathroom tub with a broom and spray. I never got the service that I was entitled to nor did I ever get the $50.00 credit back to my credit card. In fact I felt like I was being ignored by the assistant GM who never took the time to meet with me in person although I requested it. Upon our return back to North Carolina I had to take my daughter to the doctor for some insect bites that she had on her back .Arms and legs,.Desired Settlement: I want a complete refund for this unforgettable stay. I also want a letter of apology from the assistant GM with a copy of said letter sent to hotel headquarters.

Business

Response:

Thursday, August 22, 2013 12:10 PM

Below is the email sent to **. [redacted]. Also, Claims has been contacted and are beginning the case.

(Marriott Claims Services - Washington, DC

Tel: ###-###-#### Fax: ###-###-####)

**. [redacted],

We received your email regarding the issues you experienced during your recent stay at the [redacted] Courtyard. **. Marriott has requested that I respond on his behalf. We certainly are sorry that you had numerous issues during your stay with us. We strive to provide great guest service and we fell short during your stay. The housekeeping and service issues have been addressed with our staff to ensure that they do not occur again in the future.

We did process a $50 refund to your credit card on August 15th. Also, we credited your Marriott Rewards account with 20,000 points. We confirmed today that these points were posted and are now available for your use at other Marriott properties.

Due to the nature of this case regarding the bug bites, we have sent this issue to our Insurance Claims office today to investigate. The representative that will be reaching out to you from this office is [redacted]. You should be hearing from him in approximately the next 24 hours.

Again, please accept my apologies for the service issues that you experienced.

Sincerely,

Review: I've stayed at Marriott hotels many times in the past, and recently decided to book a reservation at [redacted] Suites in [redacted], VA (Hotel by Marriott International Hotels). I saw that the [redacted] Suites website offered a "Look no Further, Best rate guarantee" so I decided to proceed booking the reservation at $79/night rate offered. Shortly after booking (Confirmation [redacted]), I noticed an email from a Hotel booking website, [redacted], with a special rate on hotels. I then saw that the same exact room (2 queen beds, etc) for the same dates, at the same hotel location, were offered for $71 at [redacted] upfront (I did not go through their "Name your own price" and they did NOT hide any of the info such as websites like [redacted] do). At this point, I realized I can submit the claim form for the Marriott Best Rate Guarantee in good faith, since the $71 rate was a legitimately better deal. After submitting, I called to check the status and was told by the Marriott representative that there should be no problem with my claim based on the information provided. I then got an email from [redacted] at Marriott Customer Care at 2:00AM in the morning stating in very vague terms that my claim would be denied. I was taken aback by this because even though I held up my end of the deal by sticking with Marriott and not booking through the other website when I could have, I placed my faith in the Best Price Guarantee policy of Marriott. I called Marriott customer service in the morning to figure out why the claim was denied, but instead was very rudely told that at this point I can either keep my reservation or cancel it, without any effort towards appeasing my frustration or understanding my question.

This entire situation has left me with a very bitter taste for the Marriott hotel chain and their customer service in general, and as an employee of a corporation that often books Marriott establishments, I am compelled to discourage my friends, colleagues, and family to stop patronizing any of the Marriott hotels in the future. My entire complaint is based on the false and deceptive practice of Marriott Hotels in promising a "Best Rate Guarantee" to its potential customers, but failing to follow through with such promises.Desired Settlement: I would like to know first (1) whether Marriott acknowledges and apologizes for this customer service failure, and second (2) how they plan to rectify this situation.

Business

Response:

I telephoned **. [redacted] on 8/21/2013 and apologized for his frustration with the Look No Further claims process and his inability to take advantage of the [redacted] promotional rate. His claim was denied because we could not validate the comparison rate. He felt the email he received in response to his Look No Further Claim lacked empathy and said he had received poor customer service. I apologized for his frustration with the situation and promised to share his feedback with our leadership team.

Review: I am a dedicated Marriott member who has been staying in Marriott hotels for many years. I just returned from my worst Marriott experience to date. I recently stayed at the Courtyard Marriot in [redacted], CT to attend an event at the local [redacted] Casino. I had friends from out of town coming in for this event and I suggest the Marriott to them as well and I booked us two rooms. The main reason for our stay was that there is a complimentary shuttle to transport you back and forth from Mohegan. When we arrived, at 4 pm for check in we attempted to book a shuttle to make the event for 6 pm. We were told that all shuttles were booked and we had no choice but to take a taxi cab. There also were basically no options for a return shuttle either. We ended up having to pay an extra $100 dollars in taxi fees due to this, this is completely unacceptable after I paid $450 dollars for the rooms specifically to not have to worry about transportation. There are MANY other hotels that offer shuttles every half hour to an hour and I find it extremely unreasonable that Marriott would not accommodate for people knowing their is a larger number of people for a special event. We were very rudely told the only option is for a $27 dollar each way taxi ride.

I sent in my concern to the customer service team, which was then forwarded to Alan M[redacted], General Manager of the Courtyard Marriott in [redacted], CT who could not resolve my issue to my satisfaction. Alan came back to me saying that the Marriott was the only hotel with two shuttles running. I know this to be false, as we had other friends staying at local hotels that had shuttles every half hour. Beyond that, we opted to stay at the Marriott (which was pricier) because we are loyal Marriott members and we even recommended our friends, who also stayed!

I kindly requested a full refund of my room fee's for this stay and Alan M[redacted] offered to credit my account, first with $50 dollars and then with $100. This kind of customer service is unacceptable.

I then sent a follow up complaint to Marriott Corporate Headquarters who again referred me back to the General Manager, Alan M[redacted].

Marriott failed to advertise the availability of the shuttle service, and failed to give the proper service to a paying customer and then failed to remedy the situation.Desired Settlement: Full refund of stay.

Business

Response:

October 10, 2014

Review: On July 19th, I attempted to contact Marriott Rewards to book a stay with my free vouchers at this Marriott hotel in [redacted], NC. The wait time was longer than an hour to get through to someone. I contacted the hotel directly; and they told me that I could book with my credit card and transfer to vouchers on Monday when hopefully I could get through. The following Monday, I called Marriott Rewards who called the GM of the hotel Mr. M[redacted] while I was on hold. The customer service rep said that the hotel stays reserved had been transferred to my vouchers and all was set. I received a reminder and it was still showing to be paid on my credit card so O called both marriott Corporate at the hotel. Mr. M[redacted] responded with the below email althpHello ,Mr. Marriotts office has requested that I respond to you regarding your reservations with us this coming weekend. Your reservation was made for a weekend that has a restricted number of Rewards Redemptions allowed. While it is true that Marriott has a No Blackout Date policy, there are a limited number of dates per year in which a Marriott hotel is allowed to limit the number of Redemptions used. We choose, as do most Marriott Properties, to use these few dates to protect our busiest days of the year. In most cases these dates fall on [redacted] football weekends and Graduation.The Marriott Rewards website states that "Hotels have standard rooms available for redemptions every day. Blackout dates traditionally refer to a limited number of dates on which a hotel could choose not to accept redemptions. With our No Blackout Dates policy, hotels will no longer have blackout dates for redemptions. Hotels may limit the number of standard rooms available for redemption on a limited number of days.When your reservation was made we had already reached our limit of Redemptions for those days. Due to this, I am not going to change the rate to a redemption stay. I hope you understand my decision and that it does not affect your stay with s"

Product_Or_Service: HotelDesired Settlement: DesiredSettlementID: Other (requires explanation)

There were rooms for redemption available when I booked the hotel back in July. There are still rooms available at this hotel for the weekend I am going. I simply want marriott Corporate and the Courtyard in [redacted], NC to do what they said they were doing back in July and change my reservation from credit card to points.

Business

Response:

spoke with [redacted] apologized for the manner in which her concern was addressed and offered her 20,000 Marriott Rewards points. Guest accepted the points.

Review: Hotel is claiming I smoked in the room I rented so they charged me an additional charge without telling me, I did not smoke in the room and I have no way of proving it, I have read all the reeviews in which they have xharged other people for all different kinds of stuff and dont think it is fair they can do this to people. I did not smoke in the room, I believe they are just wanting more money from me ,also I wasnt in the room for more then 12 hours. If you could pleaae look into all the over charges this company has done to me and many others I would greatly appreciate it.Desired Settlement: Refund of overcharge due to them claiming I smoked in theyre room.

Business

Response:

Hotel response sent to guest July 15, 2014:

Dear **. [redacted],

Review: Our family stayed at the residence inn in [redacted] and we were not very happy to say the least. When we checked in to our room there were still things left from the previous occupant. When we called down to the front desk they did not offer to move us to a different room, and when we asked they said none were available. I was later told upon check out that this was not true. The front office staff did send the housekeeper up to the room to clean it, however she did not change the sheets or empty the remaining trash. I had to call the front desk and ask for more blankets and towels because the ones in our room were filthy, again our room was not clean. I would have been more pleased if the staff would have said something or done something to make this right, however they acted as though it did not matter to them. I am just disgusted by this because this is NOT what I expect from the Marriott hotel chain, and I will not be staying at this location again.Desired Settlement: I think that we should get at the very least partial return on our funds paid. However given the fact that I had to make our own beds and clean the room like I worked there, I believe a full refund should be issued. I will discuss in further detail whoever calls regarding this matter, both my husband and I are really disgusted by this experience.

Business

Response:

Thiis is the email sent to the guest from the Assistant General Manager of the property:

From: [redacted] <[redacted]>To: "[redacted]" <[redacted]> Sent: Tuesday, July 8, 2014 5:55 PMSubject: Your Stay at the Residence Inn [redacted]

Review: on 06/15/13 I arrived to the Marriott resort at the [redacted] in [redacted], I checked in with my credit card and checked out 2 days later when I paid and received cash recipe . when I left the hotel I found out that they charge my card twice 769.00 and 42 $ when I called I been told that there is a mistake .

I emailed the manger and he told me that the refund will arrived.

2 weeks later I got only refund for $42.00 and not for the duplicate charge.

I called again with my credit card and they told us that the refund was processed.

the credit card call me on July 16 advised that there is no credit.

The manger at the time advice me to contact my credit card. Well I did so and now the hotel fighting meDesired Settlement: which kind of service is that when the hotel charge me 3 times

I want to get my refund

Business

Response:

Dear **. [redacted],

Thank you for giving us the opportunity to respond to this complaint that you have received. We have worked with **. [redacted] directly as well as [redacted] his credit card company on this dispute. On June 18th when **. [redacted] departed the hotel, there was charge for $761.27 for the hotel charges and an additional charge of $41.34 for mini bar charges that was processed on his card. He called and spoke to our team and disputed the $41.34 which we did refund to his card but did not dispute his hotel charges of $761.27 at that time. He disputed this amount directly with his credit card company [redacted] a few days later. We submitted to [redacted] all the documentation they needed to support the charge of $761.27 and they ruled in the favor of the hotel. **. [redacted] then disputed with [redacted] again about this charge claiming that he had paid this amount in cash and gave them a document showing that he paid in cash. We also looked at all our documentation to see if **. [redacted] did pay cash and could not find any evidence that he did pay for his hotel charges in cash. We presented all of this to [redacted] and also showed them that the documentation he had presented them had clearly been altered. For the second time they ruled in our favor that the charge was valid and informed him of their decision on July 16th.

We feel very strongly that we have made every effort in resolving this dispute in a satisfactory manner. Please feel free to let me know if you have any other questions regarding this matter.

Regards,

[redacted]-Assistant General Manager

Palm Beach Marriott Singer Island Beach Resort & Spa

3800 North Ocean Drive, Singer Island-Riviera Beach, FL 33404

P| ###-###-#### F| ###-###-#### E| [redacted]

Review: We stayed at Courtyard by Marriott two nights, two rooms. When I received by credit card bill, I realized we were charged $20 each room for two nights for a total of $80 dollars. I called the hotel and asked why. The person said the hotel takes a credit card in case there are extra charges to the hotel for other purchases. We did not purchase any other services at this hotel. My son did pay for extra internet usage, but paid for this service and received a receipt for this service. I was shocked to see the $80 dollar charge on my credit card bill when we did not purchase any other service or item from this hotel. I feel that I have been taken advantage of when a hotel charges your credit card for non purchases or service from a business. They should have known right away that we did not purchase any other service. To charge my credit card for non purchases is robbery. I will never stay at this hotel again nor use Courtyard by Marriott in the future. She did say that the $80 will be released, asked what that meant, she said it will be taken off when they know we did not purchase any service or product from their hotel. It should not have been on my credit card bill in the first place because we did not have any other purchase. We were clear from the hotel as we left. This seems to be an automatic cover charge to my credit card in case we purchased some other service or product.Desired Settlement: DesiredSettlementID: Refund

Want the $80 dollars taken off my credit card bill.

Business

Response:

We tried to get in touch with **. [redacted] so we can get on the line with the bank and sort through this misunderstanding. We did check