Marriott Corporation

Review: I applied for a Marriott [redacted] Credit Card and was offered a promotion of one free night when I spent more than $2000 on the card. I have spent $2900 on the card and I am trying to redeem my free night in Sydney Australia, since I am based over there.

I spent nearly 2 hours on the phone speaking with Marriot staff in Malaysia and they have informed me that there is only a Group 5 and Group 8 hotel in Sydney and they are unable to redeem the free night citing that Marriott needs to make a call.

No one is taking ownership for this issue and why promise a free night accommodation when they no that the hotels wont meet the requirement.Desired Settlement: I request that I be upgraded to the Category 5 Hotel in Sydney on 22 Nov 2014 to resolve this matter and I look forward to a favourable response.

Business

Response:

Reward is issued electronically 2-4 days after new credit card account has been opened

Review: I checked into [redacted] Marriott Resort and Convention Center on Thursday, April 17, 2014, and checked out Sunday, April 20, 2014. While checking out, I discovered there were bugs in the room and my personal belongings. I informed a hotel employee. I was told that they would send housekeeping and security. Security did not come to the room. Someone from housekeeping stopped by and told me the bugs were sugar ants, but they looked like tiny spiders to me. I reported the problem again during checkout at the front desk. I was given a credit for valet parking, but was told there was nothing they could do about the bill for my room, because my room was booked through [redacted], and I had not complained before checkout. Does [redacted] have to pay the Marriott for the rooms customers book? I would think so. My bill was $923.76 for 3 nights. I don't think the hotel deserves anything for my stay. I have rejected this bill through my bank. I didn't have sugar ants in my home before going to your hotel and I don't expect to pay $923.76 to stay in a hotel with sugar ants. To make matters worse, my son saw a sugar ant in my car! My vacation was ruined, because I had to make a complaint to the hotel and I am still complaining instead of having a memorable stay in [redacted]. I would never imagine bugs in a hotel like the Marriott. That's why I was willing to pay a little more for a hotel. I would appreciate it if someone would contact me to explain why they think it is okay to pay to live with bugs at the Marriott. Also, I would like to know the purpose of the security officer that didn't show. Most importantly, I would like to have a full refund.

Product_Or_Service: Hotel StayDesired Settlement: DesiredSettlementID: Refund

I would like a refund for $923.76.

Business

Response:

Letter sent out by the hotel:

Dear [redacted],

Review: Chicago Marriott [redacted], IL [redacted] I signed a contract with this hotel to provide a block of rooms for a wedding. The contract included room and breakfast in the price. Guests had until a certain date to make reservations. The contract also covered distribution of gift bags to guests and shuttle service. When our guests (who had made reservations by the contracted date) began checking in, they were not provided with the rooms they had requested. One group that was promised either a room with two beds or a rollaway bed were not given either. Groups of 3 and 4 were given rooms with one king bed. Guests were not always given the vouchers for breakfast (that they had paid for) or gift bags. A hotel gift addressed to an unrelated party was left in the bride's room. A band aid was found in an omelet at a nearby table. Even after following up with the hotel even planner and being assured the requested rooms would be provided, they were not. After the event I contacted the hotel with all of my concerns. The hotel manager provided some reimbursements, but not to all of the affected parties. I have followed up with additional phone calls, letters and email, but the hotel manager will not contact me.

Product_Or_Service: Room Block for Wedding

Account_Number: M-[redacted]Desired Settlement: DesiredSettlementID: Refund

I request that the following be provided:1. To [redacted] party - refund of the amount paid for one night stay.2. To [redacted] party - refund of one night stay or voucher for free night to be used in the next two years.3. To [redacted] - refund of $30 or a $30 [redacted] gift card for amount charged for breakfast that was already prepaid. 4. To [redacted] and [redacted] - voucher for free night to be used in the next two years.

Business

Response:

[redacted] has not made an attempt to meet with Dan G[redacted], General Manager, in person regarding this matter. A letter was sent to [redacted] in December. Thank you.

[redacted] December 6,2013

I am writing to follow up regarding the concessions related to the [redacted] Wedding Block on August 9th and 10th, 2013. The concessions were discussed over the phone and agreed upon:

1. Refunded the breakfast and shuttle charges of $157.00

2. [redacted] party received full refund

3. Gift Certificate sent to [redacted]. I spoke to [redacted] and he said that he would not be back in the area next summer but most likely in two years. I sent a certificate that was good for two year.

4. I offered a room to the Bride and Groom and to you and your husband to use our hotel in the future show I could prove our service is better than you experienced. During the first call you declined stating you would not use us again.

5. The [redacted] party was not compensated because they ended up with a Queen room. As we discussed [redacted] reserved her own room and filled in that it was one person in the room per the group reservation form you sent me.

6. We did not discuss the [redacted] party during our conversation but the [redacted] party. I apologize but we did not provide a full refund to the [redacted] party because they were not discussed.

7. I did provide the church a gift certificate per your request from the original letter you sent us. This was not in lieu of the offer to you and your husband but was from the original request.

[redacted], I believe the hotel has met the obligation of your requests. I apologize that you feel that there are outstanding items of compensation, but I feel we followed through with everything you and I discussed over the phone. If you would like to further discuss I am available to meet in person and discuss any remaining issue in the hotel at your convenience.

Sincerely,

Dan G[redacted]

General Manager

Chicago Marriott [redacted] Hotel

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: An itemized bill is needed for accounting purposes for a October business trip from [redacted], NY to [redacted], FL. Booking number [redacted] booked on [redacted] at http://www.vacationsbymarriott.com/; additional details will be provided to the appropriate party. When contact has been with Marriott at both ###-###-#### (the number listed on the website) and the guest services at ###-###-#### guest services representatives have consistently indicated that this information is not available and a supervisor is not available to assist in the matter. A call was also placed to [redacted]) the company that is listed as supporting the website in the disclosure agreement.Desired Settlement: An itemized bill for business trip 10/18/2013-10/21/2013 is needed for internal accounting purposes.

Business

Response:

**. [redacted]

Review: I recently booked a stay at the Marriott [redacted] via Marriott's reservation service. I am a member of Marriott Rewards program. I originally book the reservation in May 2013 for our trip in July 2013. On June 23 I checked Marriott's app on my iPhone and found a rate for the same room that was better than the rate I originally booked. The rate included breakfast and parking at the hotel. I then found the same room and offer at the same hotel using Hotels.com app for my iPhone, however, the rate was better than Marriott's rate. I called Marriott Reservations and changed my rate to this new Marriott rate. I also told them about the better deal I found at Hotels.com. I was aware from advertisements and from hearing on Marriott's phone system that they had a guarantee program and that they guaranteed to have the best rates on Marriott hotel rooms. The reservation agent who assisted me encouraged me to call and file a claim to have the better rate matched by Marriott. I reviewed the terms of this program entitled the "Look No Further Best Rate Guarantee". Upon reviewing these terms, I determined that the rate I had found via Marriott's app and Hotels.com app appeared to comply with these terms. I then contacted the Look No Further Best Rate Guarantee contact number and filed a claim. On June 24 I was advised by email that my claim was denied as I had booked my room in May and found the deal in June. Further, the deal I had found was a package rate that wasn't eligible because it included breakfast and parking. However, the terms of the guarantee state explicitly that the package cannot include "non-breakfast" meals and makes no mention of rates that include parking. It does define, specifically, various other add on options that come as part of other room packages that are excluded. I filed a reclaim, clarifying these issues, that day and was told again, the following day, they were again denying my claim.

On June 25, 2013, I called Marriott Customer Service and spoke with Kendra (supervisor at the call centre) and was told that she understood my frustration and could offer me 2500 Marriott Rewards points as a good faith gesture. However, she could not assist me in dealing with my dispute with the Look No Further Best Rate Guarantee department as it was a separate department that determined eligibility on its own without any recourse for customers.

I am very unhappy with Marriott and feel as though this Look No Further Best Rate Guarantee is an elaborate attempt to convince Marriott guests they will guarantee to be the best priced on Marriott rooms. However, they will go out of the way not to follow through. The process itself is stifling and no matter who you call or what you do, they wont budge or simply cannot help. What is the point?? So much for loyalty and honour. This is a shameful practice. They shouldn't play games and honour the guarantee as advertised.Desired Settlement: I want Marriott to respect me and honour the Look No Further Best Rate Guarantee on my reservation. Bottom line. Why is it I can find the same offer for a Marriott room at a non-Marriott site for less?? This is absurd and violates the very spirit of the guarantee. What's next, I will arrive at a hotel to find out my reservation did not guarantee I'd have a reservation? This is classless. Marriott's core values: people first, integrity, excellence. In my line of work, this is a complete and total failure.

Business

Response:

Thank you for the opportunity to clarify Marriott's Look No Further Rate Guarantee. We received a claim from **. [redacted] on June 23.

The comparison rate that **. [redacted] found on hotels.com was a cancellable rate of $119 including breakfast. Marriott.com offered the same rate with room and breakfast for $119. The rate he booked through the Marriott source was $129 which included breakfast and parking for 1 night. This rate is considered a package because it included the parking. That rate was higher than the lower source in **. [redacted]'s claim but, was denied correctly as it is not the same offer as the guest found on hotels.com as the Marriott rate includes parking.

Review: I stayed at the Marriott Waterside in [redacted] on February 27 2013 and left my car in the valet parking. I left on February 28 2013 at about 5 pm. It was very busy at the time with about 200 people leaving at the same time. I was with the [redacted] ie group that had a meeting the morning of February 28 2013. The next morning I discovered that my car had some damage on the passinger side back bumper. I called the Marriott and told them of the damage on my car. The manager I spoke with took all my information and told me someone would contact me with-in a few day. I called back on March 4 th and was told it took more than a few days and someone would contact me soon. I called again on March 14 th because no one still had contacted me. I talked to another manager who said they did not have any information on my claim. He transferred me to the parking manager who told me I had to file my claim before I left. I explained it was so busy that we were just trying to get out. Told him I called the first thing the next morning. He told me some else would be contacting me. I have a 2011 Lexus 330 and never had and damage until I left my car with them. I feel I have been given the runaround on this whole matter.Desired Settlement: They need to pay for the damage that happened to my car while it was in their care.

Business

Response:

To whom it may concern:

I am a liaison in Mr. Marriott's office. I have been in contact with the hotel. The Resident Manager, [redacted] has advised he has spoken with [redacted] has advisded the guest he has done a full investigation, as well he has forwarded the guests claim to the Marriott Claims office. Due to the guest having left the hotel parking facility and not making a formal complaint before leaving the facility, the claim has been denied. The parking garage [redacted], initially denied the claim because a report was not filed prior to leaving.

In conclusion, [redacted] parking garage denied claim, Marriott Claims has denied the claim, and the hotel is upholding the decision. Claims has the final resolution in these types of incidents. [redacted] has been advised of this decision.

Please let me know if you have any further questions.

Corporate Liaison

Mr. Marriott's Office

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

There were too many people trying to leave at one time. It was about 4:30 pm when we were leaving and we were all trying to get on the road because of the traffic. They did not ask me to check my car when they brought it to me. They were in just as much as a hurry as I was to get us all out of there. They do not tell you when you leave your car wiith them that you need to check for damage when they return it to you. They did not check for damage when they took it from me either. The hotel did not tell me that they were using a outside comapny to park our cars. I feel the hotel is responsible for the damage.

Regards,

Business

Response:

Good afternoon:

Our office has received a copy of the email sent to [redacted] from the Marriott Claims department. This office as well the hotel will uphold the decision of claims, as they have the final decision in these types of matters. Below is a copy of the response to the guest from Marriott Claims:

Corporate Liaison

Mr. Marriott's Office

From: [redacted]

Review: Merchant has failed to honor its promotion of 1 Free Night Certificate Category 1-5 after second stay.

Marriott Rewards # [redacted]

1st Stay [redacted] Inn & Suites New York [redacted] 06/06/14 - 06/07/14

2nd Stay Marriott [redacted], NV 08/18/14 - 08/20/14Desired Settlement: 1 Free Night Certificate Category 1-5

Business

Response:

On June 6, [redacted] stayed on Marriott's Friends and Family discount rate whcih is not eligble for credit, hence the reason for not being eligble for the promotion. Please see the Room Rate Discount Authorization form from for more infomration related to the terms and conditions.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because the free night promotion does not specify that I am unable to use a Friends & Family Rate. I kindly request reconsideration in this matter by Marriott.

Regards,

Business

Response:

Please refer to Marriott.com for our terms and conditions:

Review: The hotel is: Springhill Suites Las Vegas North SpeedwayDates of stay at this location: 10/25/13-10/27/13The complaint involves the room having a comforter which had blood on it and a comforter which had other stains (unsure of exactly what the stains were) but when the front desk was contacted I was informed by the employee named [redacted], that the maid service was gone for the day and that there was no one that could change the bedding, which led to me being given gloves and clean linen and I had to remove the ite** myself which was completely unacceptable. The hotel and neighboring hotels were completely booked for the weekend so [redacted] stated there werent any other roo** available and that he couldn't relocate me to another room, and there was nowhere else I could stay for the evening. [redacted] came up to the room eventually and was shown the bedding, agreed it was indeed blood on the bedding; he apologized that he couldnt transfer me to another room. I informed him that I would be taking pictures in case I needed to forward this information to the management.I contacted the hotel general manager named [redacted] and informed him of the complaint. I waited exactly one week since the initial complaint for him to respond back to me regarding the complaint and the report that was written up by [redacted]. It took 5 phone calls from me to this hotel to try and reach someone of management level to respond to me. Once I was finally able to speak to [redacted], he apologized for the inconvenience but stated he would have to turn the matter over to the general manager [redacted]. Another several phone calls from me to the hotel produced no results. Finally able to get a hold of [redacted] last week, and explaining the situation a third time now, I was told it would be too difficult to issue a refund to me since the reservation was made through [redacted] and not directly through your hotel website, but that she would see what she could do. She offered to comp the room for the night upon a future stay at that location. I explained that I traveled from out of town and dont foresee another trip to Las Vegas any time soon, therefore, I would prefer a refund of my money. The communication ended with her stating she would get back to me. It is now going on almost two weeks and I have yet to hear back from her, so I took matters further and contacted the Tickets at Work customer service whom I booked the room through to try and get assistance in the area of getting a refund and filing a complaint. They have been told the same thing by **. [redacted]. Basically, that she is not willing to offer a refund, but a comp of one night at that location in the future. I feel they need to refund me for my stay as they put my health and the health of my guest at risk, provided poor customer service, and have yet to follow up with a responsible response to a legitimate complaint. As I explained to **. [redacted] and the customer service rep for Tickets at Work, my health and the health of my guest has been put into jeopardy because of this situation and I feel a comp of one evening is unacceptable. For the life of me, I do not understand why refunding a customer that has complained about unsanitary conditions has become this difficult to the point the matter has lingered and has been in limbo for just shy of two weeks now. I also am appalled at the suggestion of comping my stay for one night at this location in the future. Please put yourself in my shoes and ask yourself, if you found blood and other stains on your bedding, received poor customer service and had to change the bedding yourself at a hotel which you paid to stay in, would you visit or frequent that hotel location ever again? My answer is no. And I will tell anyone that asks about this location why they should not stay there. Not only was the health of myself and my guest put into jeopardy by being exposed to someone else's blood and other stains on the bedding, it was also a major inconvenience to me havinDesired Settlement: DesiredSettlementID: Refund

I am requesting a refund of the charges associated with my reservation at this location.

Business

Response:

On November 14, 2013 customer was contacted and advised a full refund would be processed. [redacted], general manager, SpringHill Suites Las Vegas North Speedway, advised she would contact [redacted] and arrange for a full refund, $322.56. A full refund was processed on November 14, 2013.

Review: several complaints about service, as you can see, I checked into the Crowne Plaza in [redacted].

My complaints were about room maid service. I was in 2 hotel rooms for the entire time. On 3 occasions, I spent the night in the hospital at MD [redacted] with my father and my room was empty. I left at around 9:00 Am each morning and returned around 5 or 6 PM the following night. The room was never cleaned. The bathroom was dirty. Same towels, Bed not made, no fresh coffee filters, dirty cups, etc. meaning the service was not provided for both of those days. I called front desk and they said they would send someone shortly, I told them I was going to try to get some rest, but needed my room cleaned daily. That's what they were supposed to do. This happened 3 times which means that 6 days of my stay, the room was not entered, on the last day, I asked them to get the maid to at least come clean the bathroom and bring fresh towels and toiletries. That is all she did on the 6th day because I needed rest after not sleeping for 36 hours but needed clean towels and a clean bathroom for the next morning. The morning I was leaving for another hotel, I got all my bags packed and put into one room from both rooms I rented. It was 9:45, I went downstairs then came back up to the room. Remember, check out time is 12:00 Noon and I was advised this by the assistant manager as well. When I got back to the room, I went to get the flowers and unopened drinks I left in the 2nd room and they were gone. There was a vacuum cleaner in my room and a maid cart outside the room with no one around. I checked in the cart, the flowers were crushed into the bottom of the garbage bag, the can drinks could not be found and the bottled pink lemonade that was unopened was in the personal belongings bag of the maid service. I told them I was checking out and moving to another hotel. They called the Assistant Manager. I told him about the events. He said that sometimes a guest checks out without them knowing it and the maids are given permission to do whatever they want with remaining items. Well, I had not turned in my key, I was still in my other room and it was only 9:45 AM. The Asst, Mgr. asked what he could do to make it up. First, he needs to be able to make the decision about his employees, then ask that question. I don't think the maids should be allowed to enter my room that I paid for until my key is turned in and after Noon Check out time. The assistant manager apologized and offered to give me some snacks and drinks from snack bar, but I was not taking this to another hotel. I believe there should be some reduction in my bill for this room since services were not provided as well as the inconvenience of having to move to another hotel because of stolen items. This is theft. If this is the hotel policy, it needs to change. Conf. different in price, also. Said room charge would drop to 189.00 per day after Sep. 25 but didn't say it would go back up. Copy of bill attached.Desired Settlement: see Attached document

Business

Response:

November 13, 2013

Dear [redacted],

I am reaching out to you in reference to your letter to us and the Revdex.com; and on behalf of the Marriott family and our ownership company Island Hospitality, we'd like to send our most sincere apology and would like to do our best to resolve this matter in your favor.

My name is [redacted] and I am the General Manager of the Courtyard by Marriott [redacted] Medical Center located in [redacted], TX. I would like to speak with you in person or over the phone so I can better understand the situation that occurred during stay. I do agree with you in regard to the fact that you should be compensated in some way and would also like to discuss what we can do for you for the inconvenience you experienced at our hotel. I kindly request you to give me this opportunity to see what I may be able to do for you and in turn help me and my associates earn a positive reputation for this property and motivate us to do a better job.

I look forward to hear from you at your convenience, please feel free to call me directly at ###-###-#### or ###-###-#### ex [redacted]

Review: I am a platinum b elite member of marriott brewers which I called to get an up date on my rewards point. The way I was treated today was very unprofessional. I was on a call for 45 minutes due to ignorant representatives. I currently work in in a customer field therefore I'm properly trained on how to take customers calls. When I contact marriott I spoke to a total of 5 people in 45 minutes. One which was a supervisor of the name josh. Before Josh I spoke to David which was very helpful and apologetic. The fact that he did acknowledge my issue and didn't just connect me to the que I thanked him. The fact that everyone before which was 3 representative, whom all placed me on hold and never returned. Not only did they place me on hold , connecting me to the que they did not note my account therefore no one seem to show showing called. Which I find very hard to believe some one could access my personal account yet leave no footprint of them going in my account. This I find very scary. That fact that my personal information can be viewed and missed used and marriott would not even know it. My company have spent over $20,000 per person in the last 9 months, which I may add we have a total of 15 people contracting. For me self or anyone else whom spends money with your company to be treated as if they are not valued is very inappropriate. The fact that I was more than one representative which acted unprofessional I really feel this is an company training issue. These people are the first point of contact and there customers service skills are very poor. If it was up to me I would terminate this current lease and relocate to a Hilton. Rates or not if your customers service quality is not satisfaction then you don't deserve my business or monies.Desired Settlement: I wish to have better customer representative and a reason to not tell my friends and family how poorly I was treated. I wish to have my point added to my account so that I can use them and credit more points for my inconvenience. I also need to know my personal information is secure with your company.

Business

Response:

We have contacted the guest via email to apologize and reassure her about the security of her personal information and our stay posting process. We have also added 20,000 Marriott Rewards points to the customer’s account.

Review: My family and I stayed at [redacted] Suites in [redacted], TX, on August 9th. After we checked out on the 10th my daughter realized she left 2 rings on the bathroom vanity. I called the hotel 6 times on Sunday and Monday and was assured and reassured the manager of housekeeping would return my call regarding finding the rings. Since I never heard from them then I called the General Manager on Tuesday (August 12th) of which he never returned my call either. These rings are not expensive nor costly but they are very much sentimental. My son, who serves in the US Marines, gave these to my daughter. I find it rediculous noone can return a call or these rings to their rightful owner.Desired Settlement: I want our rings back. Since no one has had the decency to return a call I can only assume they've been stolen by the cleaning personnel. It's very frustrating no one will even acknowledge the incident!

Business

Response:

Our associate Diane K[redacted] called and left a voice mail responding to [redacted] on August 15, 2014. Per her notes:

-called guest and left a voice mail that the rings could not be found and apologized.-advised that I did place 5,000 rewards points in her account as a good will gesture

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 feel like the hotel did not do it's best in handling this situation. Yes she did call almost a week later and indicate she had been out due to sickness, which is a lie. I had left numerous messages for her and was told every time she was busy and would call back within a specified amount of time. Which she never did. Because of their negligence in handling this my daughter lost something very precious to her. It's just sad the hotel was not more responsive to this situation and the fact they tried to cover it up later on with a lie is even that much more upsetting. Marriott has really let me down.

Regards,

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:My response to his email will indicate why I do not accept his response to this claim.To: [redacted]I appreciate your email but it's important to understand what happened to

prevent it from happening again. Yes, your Housekeeping Manager did contact me

the following Thursday after we had checked out the prior Sunday. She left a

message on my phone, which I still have, apologizing for not returning my calls

sooner but she had been out sick the entire week. She did tell me she had spent

"all morning" looking for the rings but couldn't locate them. [redacted], why

she felt the need to call and blatantly lie to me about being out all week just

adds additional salt to the wound. I had left several messages on the prior

Sunday and Monday, including one to you (not an email), but received absolutely

no return calls. I kept getting the response of "They'll call you back today".

By the time they had looked 5 days had past, no telling if there were other

occupants in the room before that. If I'm running a hotel and I have a guest

that calls and says they have left something behind and my housekeeping manager

is "out sick" I would personally go do a walk through. That doesn't take 10

minutes out of your time. The same amount of time it takes to deliver a pillow

or blanket after hours because housekeeping has already gone home for the day.

That's an effort that could have been exerted but wasn't. Instead unreturned

calls and then lies from your staff possibly had my daughter's rings go home

with a 4 year old and is now on a baby doll somewhere. It disappoints me that

the quality of this Marriott absolutely failed above and beyond. If I hadn't

filed a complaint with the Revdex.com then I still wouldn't have a return call till

this day. That's the sad reality of it all.

I hope you do find a way to evaluate your hotel's responses to these types of

situations. The lack of customer care and service is transparent at your hotel

at this time.

Review: The [redacted] midtown Hotel [redacted] street ** is not a place that I recommend to anyone. Problems are not handled in a timely manner.

confirmation #[redacted], amount paid $171.The [redacted] hotel in midtown [redacted] street ** charged my account twice. I called the hotel several times, 7/1/13,7/8/13,715/13 and 7/16/13. I also spoke with the following people, [redacted], but could never reach [redacted] in accounting, she was always out to lunch or in a meeting. There was no problem taking the money out of my account but there is a problem putting the money back into my account. This hotel advertise holding money 5 to 7 days and promises to place it back on the account and it is not true, therefore making it false advertising and theft by conversion.Desired Settlement: I expect the same amount that taken from bank account, which was in the amount of $146.97.

Business

Response:

Email received in Mr. Marriott's office from the hotel General Manager advising the guest concerns have been resolved.

From: [redacted]

Sent: Thursday, July 18, 2013 12:51 PM

To: [redacted]

Cc: [redacted]

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

Hi [redacted].

This is resolved. Spoke to the guest, the credit was processed on July 16th.

All is well.

Thanks,

Consumer

Response:

You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

Review: ordered award item on 7/24. on 7/25 called and cxl ordered - service representative confirmed they were able to cancel the order. received item a few days later. called to ask if the item could be returned. item could be returned but needed tracking number. sent item back via overnight on [redacted] 8/7. was told award points would be returned to account within 3 days. called back on 8/12 as points were not yet returned to account. they said to give it 3-4 days. called back on 8/22 as points were still not returned to account. rep at that time said to wait until 8/25 and they should be there. called back on 9/9 as points still had not shown up. each time I call they say they can't put the points on my account, that they only send the information to Marriott and Marriott needs to put the points back. they cant provide a ticket number or tracking number for me to check with Marriott on the issue.

Product_Or_Service: acer laptop computer

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I expect my points to be put back in my account so I can use them asap.

Business

Response:

Please accept our sincere apologies for the frustration you have experienced.

The points have posted back to your Marriott Rewards account.

Review: I joined Marriott rewards by clicking on the following link that promised free night after second paid visit (see link) [redacted]

After staying 6 nights on 4 visits I still do not have my free night certificate. Also I have called Marriott rewards 4 times always being bounced from executive to executive. No one knows of this offer or coupon and pretend as if I am am dumb. I tell them [redacted] it and they think I am crazy. Hotel service has always been exceptional and I am now rethinking based on the phone treatment. Never an issue with [redacted].

Call log

1. Do not know cant help you

2. I have applied the certificate it should update in 15 minutes , never did

3. Do not know cant help, transferring you to manager , manager said do not know of such promotion or coupon

4. same as 2.Desired Settlement: do whats right, apologize

Business

Response:

From: [redacted] Sent: Thursday, July 03, 2014 2:10 PMTo: '[redacted]Subject: Marriott Rewards Promotion

Review: Luggage was given to a guest it did not belong to and who did not have a claim ticket for it. Correspondence with hotel is only received when initiated by myself. It took over one month to actually get my luggage back and the delivery of it was initiated by the guest it was given to in error not the hotel. I have incurred many expenses as a result and the hotel decided it was sufficient to credit my rewards account with points for my time and expenses. An insurance claim was also filed the day after the incident and at no point have I ever been contacted by the hotel's insurance company regarding the claim.Desired Settlement: I would like reimbursement for my stay at the hotel, reimbursement for my time and effort to get this matter resolved. It is completely ridiculous that the hotel management though a 45,000 point credit to my rewards account is sufficient resolve in this matter.

Business

Response:

From: [redacted] (*) Sent: Friday, April 11, 2014 10:37 AMTo: [redacted]Cc: [redacted]Subject: RE: Your Luggage re: [redacted]Please be informed that the insurance company has settled this case with the guest and is paying her the full amount of $500 that she requested.Have a good weekend.[redacted] | General ManagerFairfield Inn & Suites by Marriott |New York [redacted] | [redacted], NY [redacted]T:###-###-#### | F:###-###-#### | D:###-###-####Email: [redacted] ::: From: [redacted] Sent: Friday, March 21, 2014 2:37 PMTo: [redacted]Cc: [redacted])Subject: Your LuggageDear [redacted]:I would like to apologize for all that has transpired to date with regards to the lost luggage. It is a shame that it took so long for the other guest to finally make contact with us, but it is not really her fault as she was traveling and only noticed the extra bag on getting home. [redacted] did make multiple attempts to call her, but really had no luck as she never actually opened her emails. We finally called her, after you gave us the number, and were able to speak to her and gave her instructions about the [redacted] pickup. I don’t think she was ever home each time we scheduled this so we are assuming that she took it upon herself to [redacted] it back to you. We are grateful that she did so and will try to reach her to compensate her for that expense.I do understand that you are very upset with us and rightfully so. I am still in contact with our insurance company to try to come up with some sort of a solution. I understand that [redacted] has given you 45,000 Marriott Rewards points and has discounted the room and tax for your entire stay. To make this easier for the insurance company, would it be possible for you to give us a dollar value of what you have spent since the bag was misplaced? I am copying our insurance company on this email as well.Please be a little more patient with me, even more so than you have been so far, for which I am grateful.Best regards,[redacted] | General ManagerFairfield Inn & Suites by Marriott |New York [redacted] | [redacted]T:###-###-#### | F:###-###-#### | D:###-###-####Email: [redacted] :::

Review: This compliant is to go directly to the president of the Marriott corporation and all the businesses listed with this their office of presidents. I will list the companies first and would like a letter of corresponde**e from each one of their presidents of each company involved.

1)[redacted] Inn

[redacted], N.C.

2)[redacted] Inn [redacted]

3)[redacted]

Office of President

[redacted] Marriott in [redacted] ,** destroyed over 2000.00 of personal property due to a guest upstairs and refuse to pay for any of it. They do not believe that they are responsible for this and informed me that they do not follow the same rules as the corporate Marriott's even though they bear their name. I stayed at this location in [redacted] over 7months ago and they were very rude about this ansd continue to be. Also, the person that handles this has no respect as if to say we do as we wish no matter how wrong it is. I ask that this be send directly to the president of the Marriott corporation as well as the other companies involved who have done nothing. I woke up to water running over me, my clothes, my computer and other items which were ruined. This is hoe disgraceful this location is si**e they are a lousy cheap fra**hise who will not play by the rules of the corporate office.

Business

Response:

Email sent to guest as follows:

From: [redacted]

Sent: Tuesday, December 31, 2013 11:23 AM

To: '[redacted]'

Subject: Marriott Response

Review: I booked a reservation the week of 10/13/14 for a stay on 10/17/14 and 10/18/14. I talked to two different booking agents that confirmed that by being a new rewards member I would be charged for 1 night for my stay. After our stay when I received my receipt in which I was billed for both nights I was told that I couldn't be refunded and that I didn't have the one night price guarantee. I'm upset because 1- this was not told to me upon booking my reservation, 2- two reservationist I spoke to confirmed I was only having to pay for one night during my reservation conversation. I talked to 2 different reservationist because I lost cell service during the first call and had to call back. Both reservationist approved this amount and said it was in the notes of my stay. They also took my credit card information over the phone. We never questioned the charge when we got to the hotel because on our paper work at check in it only stated the 1 night stay fee. The person working the desk when we checked out said he couldn't give us a refund we had to call customer service. I've talked to numerous people, and finally was referred to a Mr. Marriotts office and talked with a very rude lady named Judy R[redacted]. She would not listen to what my concern was in full, she repeatedly said there was nothing she could do as the people that took the reservation made a mistake. I repeatedly said to her that, this was not my fault they need to honor what I was told when I made the reservation. Mrs. R[redacted] says she WILL NOT do it, and there is nobody else available I can talk to. Despite the fact that I agreed for the conversation to be taped upon placing our reservation she still refuses to pull the tape. I have disputed the amount charged to my account and am now looking into any other method I can get my money back from this rip off scheme I feel was pulled on me and my family. We were not on a pleasure trip, we were only in town due to my mothers death and funeral services were held on the 17th (viewing) and 18th (funeral). I just want to warn others about how this company operates and warn them about giving their credit information to so called reservationist who supposingly can tell you anything to book a night of stay!Desired Settlement: I want $92.80 refunded to my account which is half of what was charged since I was charged double for my stay! Which was UNAUTHORIZED!

Business

Response:

October 29, 2014Dear [redacted]:I have been asked to respond on behalf of Marriott Rewards, and Mr. Marriott’s office. Please accept our sincere apologies for the frustration this experience has caused. As explained in your conversations with Marriott associates, the Marriott Rewards program does not offer a free night upon enrollment of the program. The terms and conditions of the program can be found at, www.marriott.com, Marriott Rewards, Terms and Conditions. Rewards members earn points for each dollar spent when staying at a qualifying Marriott hotel. Those rewards points are used towards future free night stays, upon availability.Upon review of your Marriott Rewards account, it appears you were enrolled in the Dot Com Free Night Acquisition, on August 21, 2014. I have added the terms and conditions of this promotion for your review:Enrollment Dates· August 1, 2012 - Ongoing Valid Stay Dates· Valid stay dates begin the date member enrolls in promotion o Valid stay dates are remainder of enrollment month plus 4 additional months Promotion Offer· New members who complete two stays will receive free night reward o Reward is issued after qualifying stays post o Maximum of one certificate can be earned · Members may earn Marriott Reward points or frequent flyer miles for promotion participation ** A stay" or "qualifying stay" means all consecutive nights a Rewards Program Member registers and personally pays and stays at any Rewards Program participating hotel, for which the room is billed to the Member.We apologize for any misunderstanding during your conversations when making a reservation. Marriott reservation agent’s responsibility is to find availability for a guest at a specific hotel, and advise if there is availability using Marriott Rewards certificates towards that stay. If available the agent will then book as requested by our guests. When you reached out to Marriott reservations the second time to confirm your reservation, this agent was able to quote to you how the reservation was booked; they were not confirming you had the necessary certificate needed to pay for one night of your two night stay. It is the responsibility of the Marriott Rewards member to familiarize themselves with the program, and to know what they have available in their account towards free night stays. We regret your first experience with the Marriott Rewards program was not a positive one. Again, we do apologize for the frustration this has caused; Marriott is unable to honor your request for a refund of one night, $92.80. Thank you again for taking the time to bring this to our attention. Please be assured your business is important to us.Marriott Customer Care

Review: I stayed at your [redacted] MARRIOTT [redacted], MD [redacted] location on 5/17/14-5/18/14. I booked my reservation online for 5/16/14-5/18-14 but was unable to check in until well after midnight ob 5/17/14. I was charged for the evening of 5/16/14 although I was unable to check in until 5/17/14. I reached out to the accounting department and spoke with Cory who informed me that she would need to have a hotel manager give me a call later. When the manager called me she was very rude, unapologetic and unwilling to work with me. I informed her that not only did I have an issue with billing, we requested that additional pillows be brought to our room after we arrived and that never happened. Upon rising, we noticed that the room was unclean and placed a call to housekeeping to have them remove the chips that were on the floor from the last guest and to clean the hairs that were in and under the rim of the sink from the prior guests. She stated that no one brought it to her attention and if they had, she would have compensated us in some way as we were inconvenienced. I have held off on posting the pictures and leaving negative feedback on tripadvisor and yelp to see if this could be remedied but I have had no such luck. This was my husband and I's first time staying at a Marriott property and this was a surprise birthday weekend for him. Needless to say, we will not be returning to any of your marriott locations due to the negative experience we had with the staff and the condition of the room we stayed in.Desired Settlement: I would like to be credited $100.57 (room rate + applicable taxes and fees) to my credit card for the night of 5/16/14.

Business

Response:

Here is the response sent to the guest…………………………….

Review: Me and my wife visit one of the Marriott hotels in [redacted] Renaissance [redacted] Resort And Casino.

And we've been very surprised when at the end of our stay we received a huge bill of some fees that the hotel manage explained as House keeping charges fees?!!? electrics charges fees??! The Hotel manager lady in a very impolite way point in my face on the from of my wife some prints out from saying that she is right. When I ask hotel manager to provide me her business card, she refuse to give me (why?). When we bought a vacation package we got a receipt from [redacted] saying that all taxes and fees being paid, I have a pdf from them.

That experience ruined all my vacation, I have so much negativity and left with a heart pain, I can't believed that Marriott has such a destruction business practices.

We are very unhappy with our stay in Marriott and their business practices of the "surprises fees" and very unprofessional customer service.

for all my life I never paid any fees after my stay, always before in advanced, this practice is very unprofessional and must be removed or a least being informed to the consumer with a signature aware at the front of the exact amount to be paid after the customer stay. This is ridiculous unacceptable business practices that we didn't expect from Marriott.Desired Settlement: We really want to get a refund of those fees and please talk with you hotel manager (at least ask her to give her business card to the customer)

Business

Response:

From: [redacted] [mailto[redacted]] Sent: Tuesday, June 03, 2014 2:50 PMTo: [redacted]Cc: [redacted]; RHI, [redacted] Director of Operations (F)Subject: Your recent stay at the Renaissance [redacted] Resort & Casino Dear [redacted], Mr. Marriott has requested that I respond on his behalf.Thank you for taking your valuable time to bring to my attention your recent vacation experience at Renaissance [redacted] Resort & Casino. We strive to ensure that we always exceed our guests expectations and as the information received indicates otherwise, I must apologize for any inconvenience caused if in someway you felt that we were not able to meet your expectations. There should not be any excuse for our shortcomings, more so, with regards to the inconvenience you had to encounter during your recent stay at our Resort. I have personally looked into your stated concern & our record indicates that your room reservation was made thru [redacted].com which issues the Hotel confirmation directly to guests with following notation: Indeed & as explained to you by our Managers during your stay, the daily room service charge of $ 15.88 for a total of $ 111.16 was directly payable to the Resort upon check - out and was not included in the vacation package you purchased from [redacted].com. You may want to refer, once again, to the pdf confirmation which you have from [redacted]. I regret that this has negatively impacted your vacation experience but please rest assured that Renaissance [redacted] Resort & Casino will never indulge in a business practice that can adversely affect our relationship with all our partner in business and our valued guests. [redacted], again, with our apologies for any inconvenience, please feel free to contact me if I can be of any further assistance. Sincerely, [redacted] | GENERAL MANAGERRenaissance [redacted] Resort & Casino | [redacted]T +[redacted] F +[redacted]Renaissance Hotels. Live Life to Discover. [redacted]com I facebook.com/renaissance[redacted] I twitter.com/ren[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:

Review: I am disappointed in the lack of courtesy and professionalism that was displayed. I strongly advise against anyone staying at this hotel if you like being treated with respect...after speaking with the manager [redacted] to try and address our concerns with her first, it is evident they don't care. The reason we stayed here was because they advertise that they are a Pet Friendly hotel. Here is the policy I reviewed upon reserving our hotel rooms: PETS ARE ALLOWED ON PROPERTY. PETS ARE ALLOWED. THE MAXIMUM WEIGHT ALLOWED FOR PETS IS 30 POUNDS. GUEST ARE REQUIRED TO SIGN WAIVER FOR DAMAGE CLEANING UPON CHECK IN. PET AMENITIES INCLUDE A DOG BED. A DOG MAT AND BOWLS AND A PET WELCOME KIT. We did not receive any of this, our dogs are 10 lbs each, we were harrassed and told the policy is that dogs cannot stay in rooms unaccompanied. As a result our youngest son could not attend our oldest sons wedding because he had to stay with the dogs. Pointless!!! We would have been better off anywhere but at the [redacted] in downtown [redacted].

Product_Or_Service: Hotel rooms

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I did not go into all of the details regarding how rude we felt we were treated in this message, but instead got straight to the point. We were stuck at the Sheraton, with no time to simply find a better hotel because we are the parents of the groom and the wedding we were there for came first. I expect a full refund please.Thank you.

Business

Response:

Please remove this complaint from our records. [redacted] (the guest) appears to be complining about her stay at the [redacted] hotel in Downtown [redacted], Fl. [redacted] is part of the [redacted] chain of hotels, and is not affiliated with the Marriott Corporation.

Thank you,

Coordinator, Office of Consumer Affairs

Marriott Corporation