Marriott International, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
This is not acceptable and Marriott is not charging us cheap $$$I will make sure to put my comments on *** and *** on your page so that people can BE AWARE of service from MarriottI paid for the service and brand nameSo what is the difference between motel and Marriott , if after paying $a night you get a room like motel?
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I do not agree that the actions the Chicago Marriott *** has taken are adequateThe letter from Line K*** states that they believe the hotel exhausted all efforts to bring closure to this issue" - that is simply not the case While the hotel has provided some compensation to some of the guests in our wedding block, that does nothing for other guests who have not received apologies or compensation The following open items remain:
*** *** party - this party was promised accommodations that would include a room with either two queen beds or a roll away bed This promise was not honored by the Chicago Marriott *** It would be fair for the Chicago Marriott *** to provide either a refund or a voucher for a future stay to this party*** *** party - this party requested a double queen room when making prepaid reservations well in advance of the event In speaking with the event planner assigned to our event on the night before the wedding (Jose C***), I was promised that a double queen room would be provided for the *** *** party This was not provided It would be fair for the Chicago Marriott *** to refund the charges for this guest*** *** and *** *** - gift for unknown person left in their room, band aid in omelette incident in restaurant, and the overall stress of dealing with the many mishaps of the Chicago Marriott *** for this event that was meant to be very special to them It would be nice if the hotel provided the couple with a room voucher or some other gesture of goodwillDan G*** fo the Chicago Marriott *** has stated that a second gift certificate was provided to my church and later donated to the *** *** Auction This is a mystery to me; my church is not related in any way to *** ***
It would be so simple for the Chicago Marriott *** to take the steps above that I have requested many times in the months since our event
Thank you for your help in resolving this matterSincerely,
*** ***

I have sent the complainant three e-mails and two telephone calls advising I would be happy to look into the complaint for her but that I need to know what hotel this incident occurred at. In every instance, she has not responded to either e-mail or telephone (you get a message saying leave a
message). Without knowing which hotel was involved, there is nothing I can do. If the complainant provides you the location (brand name and address) of the hotel, please re-send it to me and we can process

Good Afternoon,Please be aware that I have spoken with *** *** and she was just trying to get information regarding The Ritz-Carlton Rewards program. I have answered all of their questions, and she is in a good place. You can consider the matter resolved, and close the
case on your end.Warm Regards, Robert T***Service AmbassadorThe Ritz-Carlton Corporate Guest Relations Direct: ###-###-####-***Fax: ###-###-####E-Mail: ***@ritzcarlton.com THE RITZ-CARLTON CONFIDENTIAL AND PROPRIETARY INFORMATIONThis communication contains information from The Ritz-Carlton Hotel Company, L.L.Cthat may be confidential. Except for personal use by the intended recipient, or as expressly authorized by the sender, any person who receives this information is prohibited from disclosing, copying, distributing, and/or using it. If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Please please please coach the management and staff there on being professional, honest, and efficient so guests don't have to go through all thisHad they been effective from the very first point of contact we would not have had this issue.
Regards,
*** * ***

Good Morning,My name is Scott R*** and I am the assistant front desk manager here at the Marriott *** ***I received information from you regarding a recent guest and their billing.I have been working personally with *** *** on getting this issue resolved; please see
attached paper work given to me by my accounting manager stating this information was inputted to our business services department for adjustmentThe amounts shown are those requested of the clientHopefully this information is already visible in their account but this shows proof that the hotel was on top of the situation and did everything in its power to expediteIf you would like to get in contact with me further please do not hesitate to contact me.Scott *R***Assistant Front Desk ManagerMarriott

-Dear Revdex.com,
Room was tested for bed bugs and test was returned as negative. No other guest who have stayed in the room bore or after have complainedSee attachments for pest reportThe hotel was nice enough to refund her stay, paid for the cost of her Urgent Care visit and was given
dinner complimentary. The hotel offered to dry clean her clothes and treat her luggage as a goodwill gesture and guest refused. Guest issue has been turned over to *** insurance company by the hotel and assigned an adjuster and the insurance company will be deciding further compensation
Diane K***Corporate LiaisonMrMarriott’s Office

Dear Mr***:Thank you for your correspondence with the Revdex.com regarding your claim with Marriott’s Look No Further Team for the Cosmopolitan of Las Vegas, Autograph CollectionWe appreciate your comments and I am pleased to respond I left you a voice message but wanted to
follow up via email as well.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 It is never good to hear a guest has had such an experience and we hope you will accept our sincere apologies for this event I understand that you had submitted your claim at 12:PM EST and you claim was processed at 9:PM EST pm April 18, Marriott’s Look No Further Team does have hours to process a claim once it has been submitted online and I am happy to see that they were able to process yours in just over eight hours I am sorry that you had cancelled your claim in that time frame This is a choice as a consumer you have, if you would like to wait for the claim to be processed knowing that the comparison site might not be available when they validate the claim This is why we offer our guest an additional 25% off the comparison rate if we are able to see that discrepancy Again, please accept our apologies for how this may have conveyed when speaking with Marriott’s Look No Further Team.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*** Mr***, 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,

The hotel reported they had attempted to reach the guest and sent an e-mail apologizing for the issues encountered during her stay and advising they had contacted priceline and she should be receiving a full refund within the next 3-business days

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
My response to his email will indicate why I do not accept his response to this claimTo: *** *** ***
I appreciate your email but it's important to understand what happened to
prevent it from happening againYes, your Housekeeping Manager did contact me
the following Thursday after we had checked out the prior SundayShe 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 weekShe did tell me she had spent
"all morning" looking for the rings but couldn't locate them*** ***, why
she felt the need to call and blatantly lie to me about being out all week just
adds additional salt to the woundI had left several messages on the prior
Sunday and Monday, including one to you (not an email), but received absolutely
no return callsI kept getting the response of "They'll call you back today"
By the time they had looked days had past, no telling if there were other
occupants in the room before thatIf 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 throughThat doesn't take
minutes out of your timeThe 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'tInstead unreturned
calls and then lies from your staff possibly had my daughter's rings go home
with a year old and is now on a baby doll somewhereIt disappoints me that
the quality of this Marriott absolutely failed above and beyondIf I hadn't
filed a complaint with the Revdex.com then I still wouldn't have a return call till
this dayThat's the sad reality of it all
I hope you do find a way to evaluate your hotel's responses to these types of
situationsThe lack of customer care and service is transparent at your hotel
at this time
*** ** ***
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:*** called them several times to talk about a refundSo tomorrow I will have *** call the General Manager and see if they can work this problem outThis is absolutly rediculous!
Regards,
*** ***

Dear *** ***,
Thank you for contacting the Revdex.com regarding the Renaissance Long Beach Hotel. Your concerns were forwarded to the Executive Team at hotel for response. I have included this response below for your convenience
From: C*** Jonathan Sent: Tuesday,
January 05, 11:AMTo: '***@***.com'Subject: Renaissance Long Beach Hotel
Dear *** ***,
Your letter to the Revdex.com has been referred to me for a response.Thank you for taking the time to notify us of your issue during your recent visit at the Renaissance Long Beach Hotel
As we pride ourselves on delivering a memorable hotel experience during your travels, we have unfortunately fallen short of your expectations during your recent visitPlease accept our sincere apology for the inconvenience you experienced with our Safety & Security teamAfter careful consideration, we have unfortunately decided to decline your request for a refundIf you feel we have made this decision in error, I invite you to contact me at the number below so we may discuss the incident in greater detail
Upholding our commitment to provide a memorable experience with exceptional service, we hope to have an opportunity to better your experience with us whenever your travels bring you back to Long Beach
Thank you,
JONATHAN C*** | SAFETY & SECURITY SUPERVISOR Renaissance Long Beach Hotel | East Ocean Boulevard, Long Beach, CA
T ###-###-#### F ###-###-####
Renaissance HotelsLIVE LIFE TO DISCOVER
Jennifer D***Corporate Liaison, MrMarriott's Office Phone: ###-###-#### Email: ***@marriott.com

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

The General Manager reports that he has spoken to *** ***. They arrived at an agreement that the General Manager would return the Rewards points used for her stay and he would provide her two one-night complimentary stays at the Courtyard Camelback. He reports she was very
happy with the resolution

Complaintant has provided no new factual information
The hotel acted within Marriott policy and all applicable laws. Off-line we have explained to *** *** that hotel rates vary from location to location and from one time period to another. The hotel has the right to vary rates and fees charged within policy guidelines and has done so. No explanation is required nor forthcoming
We decline to offer any compensation

Dear Revdex.com, Guest was refunded $plus tax. This was the difference if he booked the government rate Guest is happy Kind Regards, Diane K*** Corporate Liaison MrMarriott’s Office

We have reached out to the guest to let him know the hotel has refunded one of the two room charges. We have also provided the guest with 10,MRW points as an additional gesture of goodwill
- Sara T***, Corporate Liaison, MrMarriott’s
Office of Consumer Affairs

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Marriott has rectified the situationI am satisfied with the actions taken by the company on my behave.
Regards,
*** ***

Response to guest from Shop Marriott, complaint #***. Shop Marriott customer service manager has reached out to guest and responded to his request
*** *** will be returning the law labels from his mattress and box springs to Shop MarriottOnce we are in receipt of the returns labels
*** *** will be refunded $ 2.012.50.Sincerely,Customer Service ManagerShop Marriott :::

Our Sea Escape package is a night stay package so it’s not at all possible to book this for night, and *** was a night stayIt clearly states this online and on the reservations page It is not
possible to do an advance purchase on this package nor does it give you that option. It only allows advance purchase for a regular rate not package deals.
Best,
*** ***
General Manager, Wentworth By The Sea Hotel and Spa
d. ###-###-####
m###-###-####
Furthermore an email confirmation was sent to the guest on April 10, 2014, was detailed the terms and conditions of the reservatin booked.
We are sorry for the guest's frustration, but we will not be offering any compensation