Marriott International Inc

My husband, *** ***, made reservations for a week vacation using our Marriott Ocean Club timeshares points to celebrate our 52nd wedding Anniversary He reserved weeks accommodations and then he took MVP (timeshare points) to purchase four “Value Packs” at points to get $which is equal to $for Resort Credits to use for food, etc.at the Marriott Maui Ocean Club within the two weeks and the restaurant, Ka’anapali Grill and Tap Room, (where I thought we would spend most of the credits) does not accepted these points That means you have to spend the credits at the small clothing stores, small Jewelry store, small florist or at the Spa
The surprising part is that *** has dementia plus he is partly deaf in both ears*** has trouble counting money, remember passwords and he is easily confused, upset and distracted He must of made all of these arrangements when I was out of the house because I knew nothing about this until weeks before we left

Review: I checked into the Courtyard 6/27/2013 about 538pm at which time I was wearing my Swarvoski Crystal ring purchased by my husband for ChristmasI did not leave the room that evening the next day we went to a basketballtournament , and never saw the ring again. We searched the room I advised the manager it was missing they saidf they would check with housekeeping, and get back to me after not hearing from them the next day I called. Theysaid they room had been entered 9times but not by housekeeping , and nothing could be done. I am a flight attendant ,and have trvld for years.The protocol is to write a report which management [redacted] refused to do.Ihave filed a report to FTC as well and advised management I wpuld take them to small claims court.Desired Settlement: I would like to be reimbursed for the value of the ring $200

Business

Response:

Our Front Office Manager [redacted] assisted this guest with her inquiries. He checked with our Lost & Found department and nothing was turned in. We are able to electronically read the door lock to determine who entered the room during the guest’s stay. The only person entering the room was the guest, no hotel associate entered the room. When [redacted] informed her of this, she was not satisfied with the response and assured him that the ring was stolen even though there was no evidence. He then offered to file a claim with our insurance company, but she was not interested in doing so, did not have time, and that there would be no point.

He met the guest in person prior to her departing. She believed that somebody entered their room while sleeping and drugged them. Again, there was no entry from any key but the guest’s key.

[redacted] sent the guest an e-mail on 7/17/13 with the offer to file a claim with our insurance company.

Please let me know if you have any other questions.

[redacted] CHA | General Manager

Courtyard by Marriott San Diego Central

Review: Oct. 24 to 26., room, number 310

After being in our room FOR A SHORT TIME, , my husband, [redacted], received a couple of flea bites. Before we left the room, he called the front desk and informed the hotel that he had been bitten by fleas. He requested that the room be vaccumed. Sunday MORNING, we both had more than half a dozen flea bites on each foot. My husband went to the front desk and requested to a dark-haird woman that our room be vacuumed and cleaned because we were getting insect bites. We returned to our room at 3:35, it did not appear that our room had been cleaned at all. [redacted] called the front desk and was informed that Resident Inns only cleaned their rrooms every other day. He explained that in the morning,he had specifically requested our room be cleaned because of insect bites. There had been no record of his request nor had he been told of this policy. We were going down to the pool before dinner, would it be possible to have the room cleaned by 5? We were assured yes, that it could be done. When we returned, we had fresh towels and our bed had been made.

By Monday morning, when we checked out, I had 14 flea bites on my left foot, my right foot had 12 and I also had a few on my calves. My husband has more than I do. He had also caught two fleas on his skin

. Review: The front desk was notified of the insect problem within 30 minutes of our check-in and on Sunday morning. Not only did they not clean the room but did not offer to have us switch to a different room. Between my husband and I, we now have about 4 dozen flea bites between us. This is an unacceptable, disgusting, and unhealthy situation and staff/management did not seek to solve the situation during our stay at the hotel. They seemed rather complacent and did not seem to seek a solution. The hotel staff did not ensure a safe and comfortable stay. My husband and I feel that the hotel gave us an inferior level of service in not ensureing our room was clean and free of pests.Desired Settlement: Acknowledgement that the room did not meet standards by the company of cleanliness and to ensure other consumers do not experience the same issues.The insect problem should be taken care of so that this does not occur to anyone else and a policy be developed for residents having this type of complaint.

Business

Response:

Hello Ms. [redacted], I wanted to notify you that I have contacted the guest Ms. [redacted] and apologized for the experience they had during their recent stay with us here at the Residence Inn. I assured her that this is an abnormal experience that does not happen regularly. After stay with us, we had the room professionally cleaned and treated to remove anything that was present in the room. I have also explained to her that I have reviewed with our staff and will review again the way in which situations such as this should be handled. If there is anything else that I may assist with please let me know and I would be happy to address any other concerns that may arise. Thank you. Respectfully, [redacted]Residence Inn by Marriott San Diego-Mission Valley