Marriott International, Inc.

Dear Mr. [redacted], Thank you for contacting the Revdex.com regarding extending your family’s stay at the Durham [redacted] University Medical Center Residence Inn.  Your concerns have been referred to me for a response.  I am very sorry for the frustration this has caused during a very difficult time for your family.  Your comments are appreciated in our continuing effort to provide you, and our other guests with quality service.  Per Mr. Marriott’s direction each incident received is forwarded to the individual hotel for a response.  This serves as a training tool for each hotel, in order to improve on any service or product failures.  You can expect a response from the hotel executive office within the next two business days. Please be assured that your business and your loyalty is important to us.  We appreciate you taking the time to share your experience  Jennifer D[redacted]   Mr. Marriott's Office Phone: (###-###-####  Fax: ###-###-#### Email: [redacted] Tell us why here...

Good Afternoon,

class="MsoNormal"> 
[redacted] was refunded the smoking fees yesterday and a message was left for the guest as well. This case has been closed. 
 
Thank you,
 
   Aarti R**
General Manager   [redacted]@marriott.com
  o: ###-###-#### ext [redacted]    f: ###-###-####
    TownePlace Suites Cal Expo
  [redacted] Sacramento Ca [redacted]

[redacted]
**...

[redacted]
 
 
 
 
Dear [redacted]:
 
Thank you for your correspondence sent through the Revdex.com regarding Marriott’s Look No Further (SM) Best Rate Guarantee. 
After reviewing your claims with our Look No Further department, they had responded to you on several occasions with explanations why the claims were denied.    
 
On March 18, 2014 you submitted a claim with Marriott Rewards redeeming your Marriott Rewards points.  You were denied due to the Terms and Conditions of Marriott’s Look No Further (SM) Best Rate Guarantee states the guarantee does not apply to Marriott Rewards Redemption.
 
March 19 you changed your online reservation from Marriott Rewards to a paid rate:
 
April 12 for 3 nights:  $119 (3) = $357
April 15 for 2 nights: $151 (2) = $302
April 17 for 3 nights: $111 (2) = $333
                                Total: $992 prior to tax
 
From March 19th through March 24th, they explained upon reviewing [redacted].com, the taxes and service charges:  12.50% tax is excluded; a city tax is not applicable; and 22 USD resort fee per nights is excluded.  The comparison that was made is not less expensive than the rate you confirmed via an official Marriott reservation channel.  [redacted].com listed the room at $992.00, tax $124.00, resort fee $176, with the total as $1292.00.  The Look No Further (SM) Best Rate Guarantee department solely compares room rates which exclude taxes and fees unless they are included in the room rate.  Unfortunately, the claim remains the same.
 
We appreciate your business and look forward to serving you in the future.
 
 
[redacted]
 
 
[redacted]
Corporate Liaison
Mr. Marriott’s Office
Phone: ([redacted]
Fax: ###-###-####
[redacted]
 
This communication contains information from Marriott International, Inc. that may be confidential. Except for personal use by the intended recipient, or as expressly authorized by the sender, any person who receives this information is prohibited from disclosing, copying, distributing, and/or using it.  If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law.

[redacted]  [redacted]
[redacted]...

[redacted]
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,
[redacted]

Dear Revdex.com   -guest was advised and apologized to. -guest booked through a third party and there was a request for that they would like 2 rooms side by side, street side with as many windows as possible because one member is claustrophobic.  This was never a guarantee -when guest called the hotel he was advised that this was not possible and a special needs child was never mentioned, not even at check in -hotel agreed to refund all nights except one for each room and offered the guest 2 free night certificates to come back and stay and the guest agreed -guest was offered to be moved the Marriott next door which could better accommodate there needs and guest refused.  Guest chose to leave the hotel. -guest was offered today two options. 2 free night certificates with no blackout dates or one more night refunded for one of the rooms -guest chose the refund but was still not happy -guest refunded the one night   Regards,   Diane K[redacted] Corporate Liaison Mr. Marriott’s Office

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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.]
Better Business...

Bureau:
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,
[redacted]

T Dear Revdex.com, Guest is waiting to be refunded by [redacted]. Kind Regards, Diane K[redacted]Corporate LiaisonMr. Marriott’s Office

[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]
 Complaint: [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,
[redacted]

[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]
 Complaint: [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,
[redacted]

This must be a duplicate as we have alredy responded.  Please see email to guest.
 
From: MHRS, Aruba Resort Director Of Rooms Operations Sent: Saturday, February 07, 2015 4:30 PMTo: [redacted]Cc: [redacted]Subject: Aruba Marriott
Good afternoon [redacted],
We have received your correspondence from Mr. Marriott’s office in regards to the Rate discrepancy on our Marriott website that you experienced while trying to book a reservation on Dec. 19, 2014. Please be informed that Mr. Marriott has requested that I respond on his behalf to resolve this issue.
As the issue was experienced in December 2014 as per your correspondence it is quite difficult to verify if there was a system error during the dates you tried to book your accommodation, I did check our website today and it is working correctly. Nevertheless we understand that it was not the case when you tried to book your reservation back in December 2014.
[redacted] we sincerely apologize for the inconveniences we may have caused you and we would like to inform you that we will honor the rate you saw at the time of booking which was $699 per night plus tax. Would you please email me the last name and first name under whom the reservation was booked and confirm that the correct dates of the booking were Dec. 29th to January 4th. Once I have located your record I will go ahead and process the refund of the difference between the actual rate paid and the $699 plus tax.
[redacted] I look forward to hearing from you,
Best regards,
Liliana F[redacted]
Director of Rooms Operations | Aruba Marriott Resort & [redacted] Casino
[redacted] Palm Beach, Aruba | T [redacted] | F [redacted]@marriott.com | www.arubamarriott.com

[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 as Answered] never received any refund yet. Keep getting told it was mailed but I never received it .
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

The hotel has added 2,000 Marriott Rewards points to the guest's account and refunded one night's room and tax charges.  Although we regret the guest's continuing frustration with his experience in Key West, we are unable to offer compensation beyond that which has already been provided. ...

I have contacted the guest via email to inform him of our decision.- Sara T[redacted], Corporate Liaison, Mr. Marriott's Office of Consumer Affairs

We received word this morning that [redacted]'s Claim number with [redacted] (our insurer) is [redacted] and the claims adjuster is Ms. Donna S[redacted], Sr Claims Adjuster, who can be reached at [redacted]@Marriott.com.  As per policy, we will support whatever decision is arrived at by the claims adjuster.

The GM reports the guest was contacted and the issue resolved by placing 60,000 Marriott Rewards points in his account.

Marriott policy allows the hotel to charge a "reasonable" sanitation fee for pets in guestrooms where pets are allowed by law and explicitly states a range of $75 to $150 as "reasonable".  Within this range, each hotel establishes the fee based upon conditions in their area.
The...

pet sanitation fee is clearly displayed under "Hotel Details" on the hotel's web site.
While we apologize [redacted] does not like the fee charged or the fact the hotel changed the fee in November, 2015, the hotel has not acted in violation of law or policy and we decline to compensate [redacted] as he requests.

We have rebated the charge for the one drink purchased. The total was $8.00 plus $0.58 tax, total $8.58 and no tip was added. We are pleased to know under the circumstances we have made reasonable attempts to provide resolution and do consider this issue closed.

The Hotel General Manager reported that he spoke to [redacted] today.  The hotel is making a full rebate of the charges incurred, per her request.  However, [redacted] paid [redacted] and it is [redacted] that will have to sent the refund notification to her financial institution.  We...

expect this processing to take between 3 to 5 business days.  The financial institution will probably require, as typical, 7 to 10 days for the processing to result in a credit to her account.

The hotel Assistant General Manager expressed her apologies on behalf of the property and sent the following e-mail to the guest:  [redacted], Thank you for contacting customer care with your concerns.  I am sorry your recent stay was not as pleasurable as you had...

expected it to be.  I would love to discuss the details of what happen with you further.  I want to ensure I have and am addressing them to ensure this does not happen to you or any other guest. I did not want to interrupt your honeymoon time and that is why I decided to email you.  Please give me a call when you have returned from your honeymoon so we can discuss your concerns further.   I sincerely apologize to you for what happened in this situation.  I have credited your credit card ($121.68) 1 night’s room and tax for your last night’s stay and have applied 5000 Marriott Rewards to your Marriott Rewards account number [redacted]. [redacted], I look forward to speaking with you when you return from you honeymoon. Best Regards,Darleen D[redacted]Assistant General ManagerResidence Inn by Marriott – Homewood50 State Farm ParkwayHomewood, AL  35209[redacted]

Dear [redacted]: Thank you for your letter regarding billing concerns with the Fairfield Inn Farmington Hills.  Your concerns have been referred to me for a response. Please accept our sincere apologies for the frustration this has caused.  Your comments are appreciated in our...

continuing effort to provide you, and our other guests with quality service.  Per Mr. Marriott’s direction each incident received is forwarded to the individual hotel for a response.  This serves as a training tool for each hotel, in order to improve on any service or product failures.  You can expect a response from the hotel executive office within the next three business days. Please be assured that your business and your loyalty is important to us.  We appreciate you taking the time to write, and hope you will give us another opportunity to serve you again. Kind regards, Jennifer D[redacted] Corporate Liaison, Mr. Marriott's Office Phone: ([redacted]  Email: [redacted]@marriott.com Tell us why here...