Marriott Corporation

Review: I participated in the Marriott Rewards PlusPoints (https://www.marriottrewardspluspoints.com/) on July 9, 2014. At that time, the website indicated that Marriott Rewards members could receive 250 Marriott Rewards points per [redacted] "like" of participating Marriott [redacted] pages, limited to 2000 points per month. I am a Marriott Rewards member. I liked eight of those participating pages. On July 15, 2014, I received only 100 points total in 4 separate transactions of 25 points each. Marriott Rewards has failed to honor its offer to the deficiency of 1900 points.Desired Settlement: I request the missing 1900 points as well as additional points for failing to honor the agreement and causing this inconvenience requiring a Revdex.com complaint.

Business

Response:

I contacted [redacted] via telephone. I explained that on 07/11/2014, the point totals for PLUS POINTS transactions changed, as well at the total amount of transactions you can have in a day. I explained that Marriott Rewards is compiling a list of accounts that were affected by this change within the first few days, and those accounts would have their point totals adjusted to the level prior to the change on 07/11. I advised it could take up to a month for the adjustment to occur and offered a him 1000 Marriott Rewards points as a goodwill gesture in the interim. [redacted] accepted my gesture and thanked me for my call.

Corporate Liaison

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I made a reservation for a room at the courtyard Marriott in [redacted], ohio. at the rate of $139. 10 minutes later my boyfriend e-mail me a link to [redacted].com the rate of which was $129. on the website the "Look No further" Guarantee says that they will match the lower price and give you 25% off. the I submitted the required paperwork and even went so far as to print and scan the website information for the exact same room on the exact same night for the lower rate. This "Look No Further" guarantee denied. not only was not offered the additional 25% they were unwilling to even match the price. I find that to be bad business. they stated the reason to be that they were unable to verify the price that it was now on the website as $149 when they looked. that was 5 hours after I submitted the claim.Desired Settlement: I would like for the company to honor their guarantee of matching the price + 25%.

Business

Response:

From: P[redacted], Kimberly

Sent: Tuesday, September 16, 2014 12:47 PM

To: '[redacted]'

Subject: Marriott's Response to your Revdex.com claim regarding Marriott’s Look

No Further Team

September 16, 2014

Via Email: [redacted]

Dear [redacted]:

Thank you for your correspondence

with the Revdex.com regarding your claim with Marriott’s

Look No Further Team. We appreciate your comments and

I am pleased to respond on behalf of Marriott International and the hotel.

We remain sorry for the challenges you encountered during this

process. We value the opinions and suggestions of all guests and will

share your thoughts with the appropriate department within Marriott. We

hope you will accept our sincere apologies for this event.

We have researched your claim and found that at the time of

validating your claim both [redacted].com and [redacted].com were selling rates that

mirrored what was booked on Marriott.com. This is the reason your claim

was denied and without Marriott being able to validate the lower rate you

viewed we are unable to approve your claim. The Marriott Look No Further

Team has 24 hours to validate claims from the time a guest submits it and they

were able to validate yours in 5 hours and 23 minutes. All of our agents

are required to view the compared rate on a live website during processing.

This is due to the fact that rates are limited in availability and rates

displayed to a guest may fluctuate and even sell out before a reservation is

confirmed. Offers described in claims are validated through a review of the

entire reservation process through which the offer was found, beginning with a

search for both the hotel and available rates. When reviewing the

comparison offer described in your claim, we were unable to locate the same

offer.

For future reference, below is the web link to the Terms &

Conditions of Marriott's Look No Further(SM) Best Rate Guarantee:

https://www.marriott.com/hotel-prices/travel.mi

[redacted], we value your business and your continuing

patronage is very important to us. We look forward to welcoming you for

many years to come in the time honored tradition of Marriott hospitality.

Sincerely,

Kim

P[redacted]

Kim

P[redacted]

Corporate

Liaison

Marriott

International

Review: I have saved up points from staying at Marriott and using their credit card. I went to site to purchase a wine cooler but when I go to add to bag, I get a message to call number. The person I called informed me that the item I want is not longer available. I have a specific size opening and need under counter wine cellar. I was told to call the website support but he could not help me: Item number [redacted] 252,500 points

N'Finity Pro 25 Dual Zone

33.5 inches tall by 15 inches wide by 25 inches deep

Compressor

Meant for under a counter/inside cabinetDesired Settlement: I would like them to provide an alternate for the adverized item (size, under counter)

Business

Response:

Dear [redacted]:

We are in receipt of your complaint In regards to your "Customize Your Rewards" request for the wine cooler noted.

This item requested was never in any the [redacted] catalogs or on their website. In fact, you submitted a Customize Your Rewards request for this specific item. Please also realize that the item requested is an item that was retired by the vendor/manufacturer.

Review: My family and I recently stayed with the Marriott Hilton Head Resort. We had a wonderful vacation with the resort until the morning of our departure when a member of our party found a bed bug on their hotel pillow. We brought the bug directly to the front desk and they apologetically issued a full one-night stay refund to our bill. The evening we returned home, I unpacked our suitcase on the bed and two hours later noticed two bed bugs on our pillow. I have since expended over $2,000 in bed bug removal/extermination for our home and Marriott has not yet redressed this wrong. I have spoken with Corporate Headquarters, who has not offered to pay for these bills as well as Marriott's Insurance company, [redacted]. I made these complaints between 09/01/13-09/10/13 and as of 09/20/13 no one on behalf of Marriott has reached out offering a settlement or even follow-up with our complaints.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I am seeking a full refund for the beg bug removal, a total of $2024.11. I have all receipts for the beg bug removal along with documentation from the hotel regarding the credit for the bed bug spotted in the hotel room.

Business

Response:

Dear [redacted]:

Review: TownePlace Suites Corporate Office Headquarters

Marriott International, Inc.

Corporate Phone Number: [redacted]

Hotel Reservations: [redacted] Customer Service Number: [redacted] Dear Sir/Ma’am

I have been staying at the Marriot family for over 10 years and never has experienced a such a bad experience in my life like the one I had last night when I was awaked by the police knocking on my door while I was sleeping at room # [redacted] a the Town place suites at [redacted]. On or about 0800 PM we have going outside to the parking lot to check on my dogs. The front desk attendance had left a rude note on the windshield of my truck a white escalate SUV " the note read, see the front desk attendance, not a please or any polite question. I went to the front desk to ask the employee why she needed to see me. I ran into a skinny white female who appear to be very rude and apprehensive. When I indicated her that I found a note on the windshield of my truck stating to see her. She replied and a very argumentative and directive tone of voice that I have to remove my dogs from the hotel property or pay $ 100 to bring the dogs inside the room. I replied to her that I will not pay $ 100 to stay at the property because I was not told to do so when I first check in on Saturday afternoon on March 30, 2013. I indicated to her that it was a poor business practice by the hotel management therefore I will depart the property instead. Ten minutes later as I was picking up my belongings to leave the property the [redacted] Police show up to my room door trying to arrest me for animal abuse. I would dike an investigation to be conducted in this matter, my money to be return and a letter of apology from the Hotel Corporate Office. The employee behavior constitutes harassment and poor business practice. We don't go to hotel to be arrested by police because an employee decides to call the police due to poor judgment. I expected an answer within 48 hours, before I would seek legal actions or assistance from the state attorney office or the Federal Trade Commission.

[redacted]Desired Settlement: Monetary Refunds/Letter of apology

Business

Response:

Dear [redacted],

Thank you for speaking with me last week and today regarding your stay at the Townplace Suites in [redacted]. I'm happy to see the General Manager's apology letter and free night certificate reached you over the weekend.

As we discussed, we will be reviewing the hotel's policy with the hotel management company and ask them to review the applicable city ordinance regarding your tying your two dogs and a cat to your vehicle and/or to the light pole while you stayed in the hotel.

Thank you for bringing this to our attention.

[redacted] / 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: 9487571

I am rejecting this response because:

Regards,

This is not a true report by the hotel management; the person looking into this matter is using a poor characterization of the true. She is adding a cat now. She called me and I indicated to her that she was using amature dective poor practive techniques; I also conceyed to her that she made me feel very unconfortable with her questions. The city ordinance was not explainedf at the time of arrival. Employee's a young [redacted] lady called the police for not reasons. Police came inside the hotel at my room ([redacted]) door trying to arrest me. I was practically harassed by the hotel employee's actions and I felt that my legal rights were violated because I was not in the commission of a crime when she notified the police.

Business

Response:

[redacted] left the animals tied up to avoid paying hotel pet fees or boarding them in a kennel. Other guests were complaining of the animals being neglected in the parking lot. The police were called as is the right of the hotel when there is a guest disturbance. The police have taken over the matter and will determine the outcome of ths matter based on any city ordinances that the guest may have broken. We consider this matter to be closed.

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

Review: To the

Marriott services had established a reputation as a quality and reliable hotel service. For years I have counted on that reliability, but a recent episode has left me annoyed and disappointed.

In March, I made a reservation to the World Marriott in [redacted] to return to a property my family had really enjoyed 15 years ago.

On March 28, when I arrived at the hotel, I was told that parking was available and convenient and subsequently, given directions to the parking garage. When we parked in the garage, we began unloading our luggage and began walking. Since our room was in the south tower it took 25 minutes for me to take my children and the first few bags to the room. My children are very young and I didn’t understand why the walk was so inconvenient, especially for kids considering the fact that [redacted] was 3 minutes away.

When I went into the room, I saw that there was a minibar so I decided to put the items out of reach of my small children and we got dressed to go swimming. When we got down to the pool, we found that the water was so cold that my children did not want to swim in it nor did anyone else for that matter. My family paid the extra amount for this hotel because of the pool and this was a major disappointment. One of the attendants mentioned that the heating was not working.

Then, the next morning, I received the bill and had been charged 100 dollars extra for minibar charges. When I called in, they mentioned that the charges would be removed but I’m still seeing a bill at 175 with no explanation given when I called the Marriott phone support.

Finally, I was enrolled in the Marriott Spring Mega Bonus Promotion. When I planned the trips, the website showed my stay on Jan. 31 as counting toward 25% of the bonus. With that in mind, I decided to plan the three nights to complete the bonus. Upon arriving home, the website only showed three stays. When I called into the phone support, they told me that the Jan. 31 stay did not count and that they were sorry about it.

What bothers me is the lack of customer service, terrible parking, communication of the employees at the hotel. I recommend that I be reimbursed 30,000 Marriott points, reimbursed the extra fees on the hotel stay, and given the mega bonus stay. Until this misunderstanding, my transactions with Marriott were excellent. I hope they can be again.Desired Settlement: To the

Marriott services had established a reputation as a quality and reliable hotel service. For years I have counted on that reliability, but a recent episode has left me annoyed and disappointed.

In March, I made a reservation to the World Marriott in [redacted] to return to a property my family had really enjoyed 15 years ago.

On March 28, when I arrived at the hotel, I was told that parking was available and convenient and subsequently, given directions to the parking garage. When we parked in the garage, we began unloading our luggage and began walking. Since our room was in the south tower it took 25 minutes for me to take my children and the first few bags to the room. My children are very young and I didn’t understand why the walk was so inconvenient, especially for kids considering the fact that [redacted] was 3 minutes away.

When I went into the room, I saw that there was a minibar so I decided to put the items out of reach of my small children and we got dressed to go swimming. When we got down to the pool, we found that the water was so cold that my children did not want to swim in it nor did anyone else for that matter. My family paid the extra amount for this hotel because of the pool and this was a major disappointment. One of the attendants mentioned that the heating was not working.

Then, the next morning, I received the bill and had been charged 100 dollars extra for minibar charges. When I called in, they mentioned that the charges would be removed but I’m still seeing a bill at 175 with no explanation given when I called the Marriott phone support.

Finally, I was enrolled in the Marriott Spring Mega Bonus Promotion. When I planned the trips, the website showed my stay on Jan. 31 as counting toward 25% of the bonus. With that in mind, I decided to plan the three nights to complete the bonus. Upon arriving home, the website only showed three stays. When I called into the phone support, they told me that the Jan. 31 stay did not count and that they were sorry about it.

What bothers me is the lack of customer service, terrible parking, communication of the employees at the hotel. I recommend that I be reimbursed 30,000 Marriott points, reimbursed the extra fees on the hotel stay, and given the mega bonus stay. Until this misunderstanding, my transactions with Marriott were excellent. I hope they can be again.

Business

Response:

[redacted],

Review: I was robbed at other hotel, but expected to switch my poor self to a different safe hotel w/Marriott at a decent price at 2am, I got highest bill.

It's 2am and I'm calling around for a safe hotel to escape from the one I'd been at. I have a police report number for a theft of my card. I am still working with the old hotel and the booking agent to get refunds on those purchase issues. Yet I'm wondering why Marriott, at 2AM, with a usual discounted rate of about $120, online, would not do anything more to support my issues on a long long drive out east. They stuck me with a $214 charge after fees and to think about it has made my days worse than they had to be. I expected more from Marriott support, but this dayton location seems desperate. There was no in-room coffee for that $214, and the [redacted] fountain downstairs was $5 a cup. I slept ok at least.Desired Settlement: Refund as much as possible, at least to get me back to a decent rate of around $120, so refunding about $90

Business

Response:

We have contacted the guest and made the Adjustment request for $78.14

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I received an email from [redacted] about a room for $148 plus a bottle of wine and complementary parking. [redacted] was closed and I have photos of them trying to charge $300 for the room etc. I called the hotel directly and booked the room (talked to [redacted] in Omaha--- May 9th @ 3am in the morning) I was charged $159 and agreed to the $20 charge for breakfast for $179 total. This was for my wife's birthday on May 10th. They ([redacted]) said I would have to call back in the morning (she had me leave a message for [redacted]? ) and to speak to someone to be able to get the valet parking and wine. I called @ 830 am and spoke to [redacted] who transferred me to [redacted]. I spent now more than an hour. [redacted] talked to [redacted]? and they said they didn't care that it was my wifes birthday and were not giving me a $6 bottle of wine or parking, that I needed to call [redacted]. I cancelled my reservation and called [redacted], who then called the hotel who then refused to honor the email. I have emails I have screen shots, and I have proof my wifes birthday is today and then spoke to corporate today ([redacted]) who had an attitude and basically said it wasnt her problem either, it was the hotels problem and she couldn't do anything and that no one cares my wifes birthday plans are now ruined. I cannot believe that for $179 PLUS TAX no one would honor giving me free parking for ONE NIGHT and a botttle of wine which doesnt cost JACK [redacted]. I find this unbelievable that [redacted] (?) refused to call me and discuss this and that Marriott does give a rats tail about customer service or the fact this was a SPECIAL OCCASION. I got engaged at [redacted] who gave us a bottle of champagne and I have photos of one of the best nights of my life, they even included BALLOONS to go above and beyond what a business needed to do to make a customer feel special. MARRIOTT is a greedy selfish organization who knows darn well that what I was paying for the room was more than enough to cover a bottle of wine and parking and make a woman's birthday special. Dont' worry karma suks.Desired Settlement: Apology? Complementary Service? Its a waste of time. At this point by the time this complaint is processed, her birthday will be over. Way to ruin it for her and me. I will be filing other complaints with other organizations, so you can EPIC FAIL in doing the right thing to make a woman happy.

Business

Response:

-[redacted] reached out to Mr. Marriott's office

-I forwarded his concerns/request to the hotel executive office

-[redacted] was given complimentary parking and wine per his request the same day

-[redacted]s Revdex.com complaint was then received

-[redacted], General Manager of the Courtyard by Marriott Convention Center contacted [redacted] to insure his stay was a pleasant one.

-Below is the response from the General Manager.

Corporate Liaison

Mr. Marriott's Office

[redacted],

[redacted] called and said he would reach out to Revdex.com to rescind his grievance.

General Manager

Courtyard by Marriott Convention Center

Consumer

Response:

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

Review: My name is [redacted] and I am writing to express my dissatisfaction with my recent visit to your courtyard Marriott in [redacted]. ([redacted], NJ [redacted]). I am a loyal Marriott rewards member who has stayed loyal to using only Marriott hotels for the past 3 years . I must say I have been very satisfied with the level of customer service I have received at all Marriott locations until my recent visit to New-Jersey. My stay was from Sunday July 20th thru Wednesday July 23rd. I traveled with my husband and 2 kids.

The level of customer service at this location is zero. The folks at the customer service desk do not even say hi, nod or even acknowledge customers as they enter into the hotel. I really felt unwelcome my first night but ignored it. On Tuesday morning I called the front desk for extra towels, and the greeting was "courtyard".. I was silent and then the lady shouted this time around "courtyard".. No name, no greeting, just 'Courtyard". I asked for extra towels and she said okay and hung up. Now I thought that was super strange. I had never gotten that kind of greeting at any hotel. I once again ignored the lack of customer service and proceeded to enjoy the day with my family. We left the hotel at 12pm and did not return until 9pm.

By this time (9pm) we were exhausted and tired after spending all day at sesame place and all we wanted to do was shower and sleep. However to our utmost dismay, our room had not been cleaned. All our breakfast leftovers was still in the trash, making the room stink of food. I called the front desk and was told by Amy (front desk operator) that someone would come to clean the room, but she could only give us a few mins to get out of the room to give the cleaning lady some space. We wanted to take a shower so I requested 30mins. She called back about 5miins later and stated she could only give us 10mins, cause the person had to leave for the day.

I was not happy about this, but we hurried out of the room and went to a nearby restaurant. I let Amy (front desk operator) know we were leaving and she said the cleaning crew would go right up to the room to have it cleaned.

By the way, no apology was given. I was treated like cleaning the room was a favor I was asking for. We had left the room at 12pm that afternoon and so there was ample time for the room to have been cleaned. Why no one cleaned it, or why no one thought it wise to apologize, amazes me.

Anyway to cut the long story short, we came back to the hotel around 11pm to find out that our room had still not been cleaned. Amy was gone for the day and the gentleman at the front desk knew nothing about our request. He could not help us. My kids were already asleep and we had to literally carry them to the room at this point so I asked the front desk for extra sheets cause all ours had been put on the floor to be changed. He however did not have the nice fluffy comforters that were originally on the bed and brought a few sheets that weren't enough for all 4 of us. I really wanted to change rooms at this point, but the kids were worn out and so I decided to let things go. We were scheduled to check out in a few hours anyway, so why complicate things.

At checkout, Rachel attended to me. Once again no hello/hi, no how was your stay.. Nothing!!! I requested to speak with a manager and was told she was unavailable to attend to me. She did not ask why, or how she could assist me, so I did not offer her any explanations. I asked for a number to reach the manager and was given her card.

I called the manager (Iona * O[redacted]) yesterday at around 2pm and I am yet to get a call back. I left a message stating I wanted to talk about my experience at the hotel.. I did not elaborate on the issue, but I still hope to get a call back.

I choose Marriott cause I love excellent customer service. That's always an important thing for me. Customer service is truly lacking at this location and I hope bringing this to your attention fixes things. I probably would not visit another courtyard for a while cause this has left a very bitter taste for me.

I hope this information helps improve the level of customer service at this location. A little hello/hi, how are you doing? goes a long way at helping customers feel at home and appreciated. I am also a Silver Elite reward member. If a reward member is treated this way, I wonder how others are treated.

I would appreciate a call back concerning this issue. My phone number is ###-###-####. ThanksDesired Settlement: At this point, I just want to be credited for my last night at the hotel. I would never return to this hotel and so I don't want any free nights. Our last night was just terrible. Sleeping in a room full of left over trash and bedding's all over the floor was not cool at all. It was really annoying and it felt even worse cause no one had offered any apology or a way to fix things for us.

Business

Response:

From: O[redacted], Iona Sent: Monday, August 04, 2014 10:50 AMTo: [redacted]Subject: [redacted] Courtyard [redacted]

Dear [redacted]:

I’m writing to thank you for bringing the issues to my attention. We accommodate many guests each evening and we strive to make their stay a satisfying one. The principal goal of our hotel is to provide dependable service to all of our guests. Consequently, it’s disappointing to learn that you’re unhappy.

Please accept my sincere apology.

I want you to know the comments and suggestions we receive from our guests are taken seriously. They tell us what we’re doing right and what we’re doing wrong and how we can improve. Your willingness to share your recent experience is greatly appreciated.

Please be assured the issues you’ve raised have been addressed, and the appropriate actions have been taken.

Again, I want to thank you taking the time to share your concerns with us.

Thank you for being loyal to Marriott.

Sincerely;

Iona * O[redacted] CHA General Manager [redacted] Courtyard by Marriott [redacted], NJ [redacted] ###-###-#### (p) ###-###-#### (f) www.marriott.com\phlmh

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 was really nothing done to address my issue. I am yet to receive a call from anyone, nor was anything said to address my request for a refund of the night in question. The generic response was sent by the general manager Iona olsen, who by the way I tried to contact twice on different occasions before sending this complaint out and she never once responded to any of my phone calls. Even after reading this complaint, she still is yet to return any of my calls or speak with me concerning this issue.

Review: The hotel charged me a different price in my credit card than the price that was stated on my receipt. On the day of my checkout, a receipt of $415.48 was slipped into my hotel room, room [redacted]. The hotel rate for the day was $179 per night and we stayed there for two nights. I stayed at the hotel from November 14 to November 16. A few weeks later, I see on my credit card statement that the hotel had charged me $670.68 for my stay. I did not do any actions to result in an increase in my charge. I called Marriot in [redacted] 5 times and each time they resisted to help resolve my issue. In a specific call, a Marriot representative told me to give her my email, so she could email me back a response over my issue. Since speaking with her, I never received an email. In addition, she assured me that I would receive a response within 3 business days.The phone number that I used was ###-###-####.I am really disappointed that I had been charged a different amount than what the receipt states.

Product_Or_Service: Hotel RoomDesired Settlement: DesiredSettlementID: Refund

I am requesting a refund of my money for what Marriot Marquis has put me through.

Business

Response:

From: [redacted]

Sent: Monday, December 23, 2013 8:16 PM

To: [redacted] Cc: [redacted]

Subject: RE: 11/14/13

Good evening [redacted],

I have located the reservation you are contacting us about booked under the name of [redacted]. I do show that you had two reservations booked and the rates confirmed at during the booking process were the rates that were charged for the two separate rooms.

#1 Reservation booked October 18th on www.marriott.com for one room November 14 for 1 night at $364.00 per night plus tax and November 15 for one night at $214.00 per night plus tax. Those are the rate you were charged for room [redacted] confirmation # [redacted] and the confirmation e-mail was sent. Total $670.68

#2 Reservation booked on November 14 for arrival November 14th at $179.00 per night plus tax for two nights. That is the rate that was charged for room [redacted]. TOTAL $415.48

Both rooms were booked separately at different rates and they were charged as reserved on two separate credit cards. E-mail confirmations were sent for both reservations to [redacted].

There was no error in the way these rooms were charged.

If there is anything else I can assist you with, please feel free to contact me at ###-###-#### or through this e-mail.

Happy Holidays!

Warm regards,

:::

[redacted] 12/24/2013 10:06:18 AM - Resolution

___________________________

From: [redacted]

Sent: Monday, December 23, 2013 8:47 PM

To: [redacted] Cc: [redacted]

Subject: 11/14/13

Good evening [redacted],

I wanted to follow up on your charges for your stay in [redacted] but I was unable to locate your reservation. Was the reservation under a different name? Do you have the confirmation #? I will be back in the office on Friday but I am hoping to assist you as soon as possible.

Arrival 11/14/13

Happy Holidays!

Warm regards,

[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:

Below, I have added the response email that was sent to me after I replied to [redacted] regarding my issue. In the email, she does confirm that the hotel made an error in charging for the wrong rooms. I do not have to contact the individual who made the first reservation if it is clearly the hotel's fault that they swiped the wrong credit cards. I called on the 14th of November and made the second reservation and I was asked to give them a credit card to charge it on, which was a [redacted].

The hotel does not want to assume responsibility for making an error.

Good evening [redacted],

Both rooms were checked in at the same time, one right after the other and both under the last name of [redacted] and first name [redacted]. A [redacted] and [redacted] were swiped at the front desk. One room was booked at $179.00 for both nights and the 2nd room was booked at $364.00 for one night and $214.00 for the second night. It seems you and your travel companions swapped rooms from the way your credit cards were swiped but the hotel did charge the correct rates. Please check with **. [redacted] as he was e-mailed the confirmations prior to arrival with the rates that were charged. If he promised you the cheaper rated room then you need to request the difference from him but I assure you the hotel charged the rate that were booked for each room.

I am truly sorry if you were hung up on or if your concerns were not responded to but I can assure you these type of concerns are sent to me and it is the first I hear of your concerns when our corporate office contacted us.

Room [redacted] booked at $179.00 per night plus tax and charged to the [redacted] swiped at the front desk. Total $415.48

Room [redacted] charged $364.00 and $214.00 per night plus tax to the [redacted] swiped at the front desk. Total $670.68

Unfortunately, you stayed in the room booked at the lower rate but your card was swiped for the room with the higher rate. The hotel did not overcharge the cards or change the rate at any time. I have attached both receipts so you can verify that the receipt you viewed was charged to the [redacted] that was swiped for the room you stayed in. I can be reached at ###-###-####.

Regards,

Business

Response:

From: [redacted]

Sent: Monday, January 06, 2014 1:25 PM

To: '[redacted]'

Subject: RE: 11/14/13

Review: I booked a reservation with this hotel through [redacted] which was a conference taking place down there. I booked 2 rooms with 2 double beds to accommodate 6 people. I received my confirmation from [redacted]. Closer to the conference time I received a confirmation e-mail from the hotel which stated they had me booked for 1 room with a queen bed only. I called the hotel they stated they could not do anything with the reservation because I booked through [redacted]. I called [redacted] they said reservations were closed they could no longer make changes because it was too close to the conference to call the hotel again. I called the hotel again. I explained to the gentleman who answered the phone the situation. He stated he could see both the reservations he would cancel the one for the single queen and keep the one with 2 rooms and two double beds. He said I will send you confirmation e-mail. I received the confirmation e-mail which was still wrong now I have 2 rooms with one queen bed in each. This is still not enough room for 6 people. I called my friend who stated she too had a room with a queen bed and a sleeper sofa, so we decided to leave things alone because we have enough space to sleep. My confirmation e-mail states my rate will be 65.00 per room for a total of 144.96 for two rooms. When I get my receipt e-mailed to me I have been charges 121.54 per room for a total of 243.08. I called the hotel and they stated they booked me under the wrong group and rate so they changed it. I said without notification to me. They said yes. I said well I did not ask you to book me under the wrong group you knew what group I booked under because you saw my original reservation. It is not my problem you made a mistake I would like to be reimbursed, and for you to honor your original confirmation you sent to me for 65.00 per night. They said no I did not qualify for it so I dont get it. I have disputed this with my credit card company for false charges without my notification.

Product_Or_Service: Hotel Reservations

Account_Number: [redacted]Desired Settlement: I would like a refund of the charges they illegally charged me. The hotel stated you received rates for [redacted] not [redacted]. I told them I dont know who [redacted] is but I did not ask to be booked under them you made the error and now you need to honor your reservation quote. They said no. This is pure stealing when you have paperwork that states one rate and they charge you a completely different rate without notification.

Business

Response:

From: [redacted]

Sent: Thursday, May 23, 2013 11:10 AM

To: [redacted]

Cc: Guest Experience Supervisor; [redacted]

Subject: RE: Your stay at [redacted]

Review: The JW Marriott is advertised as a high end chain for the popular brand of hotel Marriott. Its rated 4 stars, but didn't deliver. should be rated 3

As mentioned above the JW is a luxury high end brand of the Marriott chain. The last experience at the Dubai JW was unbelievable. Luxury to no end, and the service matched the reputation. I came to this hotel expecting the same, and as a Gold member. Normally, the JWs and full service Marriott have a separate check in are for Gold members, this hotel didn't. Upon arriving and speaking to a confused rep., I asked about the perks for Gold members and she knew nothing about it, the room wasn't ready then after speaking to another rep she was able to place me in a room. Normally Marriott upgrade Gold and Platinum members when available. After checking in, it was a standard looking room. The lobby is on the 3rd floor which is odd. After settling in, I returned downstairs to inquire about the pool, Jacuzzi and Spa. Normally all in a 4 star property, and always at JWs at which time I was told that this hotel was more for business people, and not a full service JW. Really, not a full service JW. Why doesn't it say it on the site, I just planned this trip for months and traveled 7 hours to be told this isn't what you were expecting. By that time, we had unpacked, my 2 year old is asleep and as much as I wanted to leave I knew it wouldn't be feasible. I returned the following day and asked whether they had an agreement with another Marriott property or a place to use the pool and Jacuzzi, the concierge literally looked at me as if I was crazy and said no. You have to go outside the hotel, we don't have a pool or spa. I am trying to figure out who rated this hotel a 4 star? Its missing basics. A 2 star motel six has a pool. The lady went on to explain that this was an older property purchased and refitted to be a JW. On top of it all, a almost 70 a day parking charge. This hotel not only didn't meet my expectation, but it is seriously lacking the elements of a high end hotel. This definitely made me enjoy my trip a lot less than we would have otherwise. Traveling with a family, I wish I knew this hotel wasn't for family and only caters to business folks. Very disappointing. The staff was below average, every time I had interaction it was frustrating. I will take on to media outlets and get reviews everywhere I can to expose them. This hotel should be a courtyard, not a JW. Hard to believe that Marriott would dilute its brand this way.Desired Settlement: Hard to say, lets see I am active duty military with limited time for family travel. I took 5 days off to come to SF. I always take my son to the pool, and my wife and I enjoy the Jacuzzi after drives and long day. Normally hotels will provide points, partial refunds, travel vouchers.

I would like an apology from the GM, who despite me writing directly to him failed to reply and some sort of compensation. We could have left, but after unpacking and traveling a long way there wasn't really

Business

Response:

From: M[redacted], Nasser Sent: Thursday, November 06, 2014 9:37 AMTo: [redacted]Subject: JW Marriott San Francisco | Letter to [redacted]

Review: I completed the terms of a promotional offer as provided by Marriott Rewards that I found on my Marriott Rewards account. The offer promised between 2,000 and up to a maximum of 5,000 points for [redacted] (one of their partners) vehicle rentals. The minimum days to rent the vehicle was two, which is what we took advantage of (or so we thought) with a max of five. I only rented the car (because we certainly didn't need it and I don't normally do car rentals unless I have to or there is a large incentive) because of the points promotion. Here the incentive was that I could rent a vehicle for a minimum of two days and get 2,000 Marriott points added to my Marriott account. However, not only did I have a terrible, and I mean terrible, time trying to get the reservation in for the day’s needed and correct charges, but when I finally got the car reserved and made a clear selection of the desired cars we ended up getting there and getting something far less than our personal preferences. We got to the location and not only did they have only ONE vehicle (period) for us to take, but the car was ugly and dirty (or if you want to put it the other way around; it was dirty and ugly). Nevertheless, my husband and I graciously took it and returned it on time. Even though it took us about 30 minutes to get it when we picked it up, which ran the time over their closing time, yet it had to be back before their closing time. Still, like I said, we got the car and used it which happened to be for the purpose of taking a small trip for our 26th wedding anniversary (this is additionally important to note for me). But when it was all said and done, I was still worried after all that it took to get the rental, the rental we got and how it was when we got it that I wouldn't get the points that I was supposed to with the offer/or promotion. I even made two calls not long after the rental inquiring about my 2,000 points. Both times I was assured that if they weren't deposited by the end of six weeks, all I needed to do was call back and they would in turn get in touch with the Marriott liaison for [redacted] Rentals; and, that I would get my points. Well, since then I have called two more times, once on the November 11, 2013 which was after six weeks of waiting and no points. Then I was told by the guest services agent, that she would do what I mentioned above and I would hear back about the situation in five business days. The last call I made on November 18, 2013 which was the sixth business day after that call because I still didn’t have my points and was treated much more dismissively (I guess because of my anger and irritation). And yes, I was angry because this shouldn’t unfold this way by any means, and I shouldn't have to spend my time doing other peoples jobs. I already paid for the product/service and should not have to complete additional time-consuming lengthy tasks. Besides, during the call on the 18th, I asked the agent after she said (this time a different wait period, which was really irrelevant and incorrect at this point because we went far beyond the 7 - 10 business days too) that it takes 7 - 10 business days. She was somewhat smug in her attitude and I know it was just because I was upset. So, I ended it by asking her if I should hear something by November 26th, and she said "hopefully"?? But again, it's been 10 business days since the last call on November 18, 2013. I have my documents from the car rental. I mean, I don't what else to do. I do know that this makes me not want to try any promotional offers of this nature in the future because this has really been a hassle from start to what still isn't finished. I want my points. I haven't even been using my Marriott [redacted] lately because I am so irritated with this whole ordeal. I even used points for the that nights hotel stay during this same trip because I thought that I knew I would be getting 2,000 of those points back. In all additional truthfulness, I could have just used my free nights certificate and we could have just driven one of our own vehicles, good grief. I even asked this last agent, on the 18th, during an extra burst of anger if I needed to file a bureau complaint and she said no, I guess she was being sarcastic here, because I’m still here without the points added to my account and having to take additional measures to try to get help by filing the complaint anyway. I don't have time like that, but I don't like to be cheated or mistreated. Who does???Desired Settlement: I want the 2,000 points that I should have gotten by now for the [redacted] car rental that we had from September 25th - September 27th, 2013. I should additional points for having to do all this extra work, bad or NO customer service along with misinformation. I know that Marriott probably won't, but they do owe my points for the promotion that I correctly completed. I did my part in spite of bad, poor and an overall regrettable experience.

Business

Response:

Dear **. [redacted]:

We are in receipt of your Revdex.com concerns regarding your [redacted] credit to your Marriott Rewards Account.

Our records indicate that [redacted] sent a request for 500 points to your Marriott Rewards Account on 9/25/13 (posted 10/3/13.) [redacted] may not have received all the information needed to provide you with the 2000 points. [redacted] requires the CDP# and PC# at the time of booking. We can check this with a copy of your car rental agreement.

Rather than have you go through more inconvenience, as a gesture of goodwill and appreciation for your business we will add the additional 1500 points to your account. On future car rentals please keep in mind they will require these codes at the time of booking.

We appreciate the opportunity to clarify our partners' promotions.

Regards,

[redacted] / Corporate Liaison

Review: Hi There,

we stayed at [redacted] Inn and suites at [redacted] for 2 nights. Concierge services at [redacted] suites sold us package deal for [redacted] tickets. We were miss informed. [redacted] sold us that dinner show . she said it was about 5-10 minutes walking distance and also they have veg. option. she mentioned that cab ride should only charge 10 bucks but we paid 25 each way . I tried contacted her and no one helped me . when we went for dinnr show there was no veg. option and my daughtr got sick from the food. we had terrible experience . I want refund of my dinner package which is 140.00 $ as per the receipt and 50 dollar for cab ride.

Shuttle service which [redacted] Inn provided never came on time. in morning /evening it was delayed for 20 minutes.Desired Settlement: please refund the partial amount of dinner package.

Business

Response:

The concierge desk at the [redacted] Suites is operated by [redacted] which contracts with [redacted] to sell their tickets. General Manager [redacted] manages both the [redacted] Inn and the [redacted] Suites by Marriott. [redacted] contacted [redacted] and they agreed to refund $190. [redacted] then contacted **. [redacted] and she was very satisfied with the refund. **. [redacted] told [redacted] they did not feel the hotel was in the wrong but didn’t know who to lodge the complaint since the [redacted] desk is located inside the hotel.

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

Review: On 2/5/2013 my bank account wast debited $99.68 and $250.00. I stayed and paid one night in the amount of $99.68, I do not know why the extra $250.00 was taken out of my account, I did not authorize it nor was I told about it. I was advised to stay at your hotel for a domestic violenceissue until authorities had a safe place for me. I am disabled and on a limited income. I have tried to settle this dispute many times and get nowhere. I do not smoke, I had visitors that smelled of smoke and my clothes were also full of nasty smell of smoke, There was no smoking in my room as I am being told the reason for the unauthorized debit from my account which is illegal was for smoking.Desired Settlement: DesiredSettlementID: Refund

I would appreciate a full refund $349.68, $99.68 for the nights stay & $250.00 for unauthorized bogas charge. This has insulted embarrassed, me at an already difficult time in my life, I was told my stay would be stress free, and safe.

Business

Response:

Following e-mail was sent to guest:

From: [redacted]

Sent: Monday, March 25, 2013 2:31 PM

To: [redacted]

Cc: [redacted]

Subject:

Review: Marriott Residence Inn [redacted] has broken service agreement during stay after problems were addressed with local hotel management.Desired Settlement: appropriate compensation for the circumstance

Business

Response:

The guests have accepted 15,000 Marriott Rewards points for their inconvenience and the housekeeping issues they encountered during their stay.

- Sara T[redacted], Corporate Liaison, Office of Consumer Affairs

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response is accurate. We're highly disappointed that corporate just redirected us to the local business that failed to remedy the issue four time prior. It was as though they did not care enough to assist with the matter themselves.

Regards,

Review: I believe that the contract is void because it wasnt fulfilled.

I had reserved a space for October 30 2015. I had to cancel because the wedding was cancelled because my father had a stroke and I have to help my family. I did sign the contract and they are trying to charge me the 2300 cancel fee, but it states in the contract that there is a deposit due at the time of signing and it was never paid due to the representative of the company saying it wasnt needed and I could pay at a later time. I feel like I am not responsible for paying the 2300 due to there was no work put into this at all and they have more then enough time to book the space out again.Desired Settlement: all I want is there to be no fee.

Business

Response:

November 5, 2014[redacted]re: Contract signed 12/12/2013 for accommodations at the Marriott, [redacted], Nebraska (the "contracts")Dear [redacted],Per your meeting with Susan M[redacted] and Autumn Z[redacted] on November 5th of 2014, the cancellation of your Wedding Reception for October 30th of 2015 was discussed. Outlined below are the items discussed:- Because we value yor relationship, we are reducing your cancellation fee from $2,300.00 to $400. The [redacted] Marriott requires that the $400 payment be received by December 31st of 2014 or further action will be taken.Pleae contact myself should you have any questions or require additional information.Sincerely,Autumn Z[redacted]Catering Managercc: Susan M[redacted], direcot of salesMike R[redacted], general managerCody R[redacted], accounts payable :::

Review: I reserved a room with Ashley C[redacted],General Manager, [redacted] Suites by Marriott at [redacted]. My reservations were changed and I received a room with double beds.Desired Settlement: I never agreed to this change and want a voucher for a night at a comparable hotel with a queen size bed.

Business

Response:

From: C[redacted], Ashley Sent: Monday, September 15, 2014 5:10 PMTo: [redacted]Cc: [redacted]Subject: Re: Your Previous Stay at the [redacted] Inn by Marriott

Review: I CALLED ###-###-#### at approximately 10:25PM to make a reservation that was a combination of points and payment. The reservationist asked for a city name to which I provided 'New York'. Since I was looking at the hotel on the Rewards web site, I read the name of the hotel exactly as it was listed. The hotel name was Fairfield Inn & Suites [redacted]. 30 seconds go by without any response whatsoever so I ask "Are you still there?". She responded "That's odd, I don't see a [redacted] Suites". I responded, "It's not [redacted] Suites and read the entire name of the hotel again. She responded "That's not in New York, it's Long Island". Since the search I entered on the web site was for New York and that hotel came up, and since I'm not familiar with the buroughs and general area of New York, I didn't know the difference. I then asked her to forward me to customer survey at the end of the call. to which she asked why I was being so rude. I asked can we move on with the reservation and then transfer me to the survey (per voice directions to do so). She got very upset and instead of doing her job to make the reservation, she again stated that I was being rude. I told her I didn't want a conversation and to do her job to make the reservation. I was not being rude but in fact being direct that I was not interested in continuing a conversation about whether she thought she was providing good service or not. I stated that and again asked her to simply do her job. I repeated that at least 4 times without any success in getting the reservation actually made. If this reservationist is representative of Marriott, then I will cancel my participation in the Rewards program, cancel my Rewards VISA and take my business to other hotels that will provide better service for my business travel primarily but also my personal travel. I then called back, stated that I had received poor service and asked to speak to a supervisor. After a reasonable time on hold, she came back and said she was transferring me to Ray. However, she failed to execute the transfer and I was disconnected. I called back a third time, stated that I had called twice previously and asked if she was able to transfer me to a supervisor without disconnecting me. Instead she transferred me to a message saying that the office was closed and to call back in the morning.

I'm hopeful that this isn't representative of Marriott Rewards though I have never dealt with anyone in the Rewards program previously. 3 strikes in one night generally results in a strike out.

I called a fourth time and was on hold as all agents were busy. After being placed on hold again, I was told that the onsite supervisor told me to call customer care in the morning.

This entire experience leaves me wanting to dump anything associated with Marriott. Incredibly sarcastic tone. When I stated that I was filing complaints with the Revdex.com, NY Chamber of Commerce, she sarcastically stated 'Well why don't you just take my name too.. "

ZERO in customer service all the way around.Desired Settlement: Obviously none of your representatives are well trained. The first gets annoyed when I don't provide the exact city name instead of just trying to help the customer. The second can't successfully transfer a call. The third just transfers me to a number that essentially says 'too bad, we are closed'. The fourth was a smart mouth sarcastic excuse for customer service. Desired outcome would be to staff appropriately so that someone is available to handle complaints at the time they occur.

Business

Response:

October 6, 2014

Review: I recently booked a hotel room for the date of May 6, 2014. I arrived at the Courtyard by Marriott - [redacted] on May 6 to find out that the room was booked for May 5 which led me to be room less. I had to find a room 30 miles away. The Courtyard Marriott still charged me for a room that I didnt stay in. I spoke to the Manager ([redacted]) on May 7 in which he told me on the phone that if [redacted] did not charge me for the room that he would not charge them. So I called [redacted] and they gladly agreed not to charge me for a room that I did not stay in. They contacted **. [redacted] and told him they wasnt charging me for the room and **. [redacted] decided to change his mind and charge me. I then called the Courtyard by Marriott Customer Complaint Dept. and not only was I spoken to with a rude tone, I was talked over while speaking by the rep on the phone. I told the lady that I use Courtyard Marriott over ten times a year and was going to discontinue there services with my company over one hotel booking and she told me that it wasnt Courtyards problem and it was Expedias problem. I have been working in customer service for quite some time and I have never experienced a company who was so quickly ready to lose a customer. I would appreciate if someone would get back to me.Desired Settlement: I would like my money refunded since I did not use the room or I would like a comped stay at a Courtyard Marriott.

Business

Response:

Dear [redacted]:

Thank you for your Revdex.com inquiry. As your reservation was booked and confirmed through [redacted] and not by Marriott, the hotel held your room for you. Therefore, any refunds would need to be provided by [redacted] directly if they booked your reservation dates incorrectly.

The Courtyard [redacted] copied us on their email response to you on May 13, 2014. For your convenience, we have provided their message below: