Marriott International, Inc.

[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: if this is your shot at a callous and frankly disingenuous response then you have succeeded. What you chose not to do is hold this particular location accountable for answering the question of how $150 is 'reasonable' for this location in Virginia when empirical evidence shows that it is NOT in line with other Marriott chain hotels in the region including Richmond, VA where some rates are as low as $50 but none exceed $100. If you want to expand the aperture to the DC Metro area then the fees expand to $175-200. So by that proxy what Marriott is telling me is the Waynesboro, VA cost of living is closer to Washington, DC then it is to Richmond, VA. I know your HQs are based in Montgomery Country, MD, so none of this should be a shock. The signal you are sending is these hotels are allowed to increase the pet fees with absolutely ZERO evidence to suggest the increase is warranted. Instead what a proper response could have been was that you talked with the hotel and asked them why they increased the fee and if (1) it truly was warranted and (2) had they examined an analysis of alternatives as to why this was needed instead of perhaps decreasing costs in other areas. 
If this is the chosen response that Marriott is going to provide then I will certainly take that into consideration for all future travel we do with our pets. The apparent stance by Marriott is 'we don't care' and 'you just have to deal with it.' Sadly this is just another case of when a large company no longer cares about the actual customer. If anyone actually does care about this I would actually appreciate a call at ###-###-####.
v/r,
[redacted]  Regards,
Cody S[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.]
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]

The guest also contacted Mr. Marriott's Office of Consumer Affairs via email on January 1, 2017.  Both charges have been refunded and the guest was very appreciative.- Sara T[redacted], Corporate Liaison, Mr. Marriott's Office of Consumer Affairs

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...

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]

From: C[redacted], Candice Sent: Tuesday, December 02, 2014 10:19 AMTo:...

[redacted]'Subject: Your Revdex.com submission regarding your missing stay posting for the Courtyard [redacted]
Dear [redacted],
Thank you for your submission to the Revdex.com regarding the difficulty you have experienced in having your stays at the Courtyard [redacted] San Jeronimo successfully post to your Marriott Rewards account.  I have left 2 voice mails for you at the number on your account, but wanted to email as well to ensure you receive a response to your concerns.
Please accept our sincere apologies for the difficulty and frustration you have experienced in trying to obtain credit for your past stay.  As per my voicemail, I can confirm that the stay you specifically mentioned at the Courtyard [redacted] was posted to your account on November 18, 2014.  Also, as offered in the messages I left on your voicemail, I would be more than happy to work with you to ensure future stays at this property post to your account in a correct and timely manner.  In addition, as a gesture of goodwill for your frustration, I have credited your Marriott Rewards account with 5000 Marriott Rewards points.
We appreciate the opportunity to respond to your concerns and look forward to serving your future lodging needs.
Sincerely,
Candice C[redacted]
Corporate Liaison
Mr. Marriott’s Office   
[redacted]@marriott.com

Dear [redacted],
 
Thank you for contacting the Revdex.com
regarding your concern with the charges received from your stay at the Marriott
Marquis San Diego. We appreciate this opportunity to respond and clarify the
matter at hand. 
 
Our goal is to...

make your reservation journey as effortless
as possible, please accept our apologies for any confusion that you encountered
when booking a Marriott point redemption reservation on Marriott.com. 
 
Our Marriott Rewards program allows you to book reservations
on Marriott.com using your points.  Every Marriott hotel requires a base
point value.  This is the minimum number of points for a particular hotel
for their standard room.  Any room beyond the standard room is considered
an upgraded room.  When a hotel offers these rooms they do cost
extra.  Sometimes it requires a Marriott Rewards upgrade certificate
(additional points) and other times it requires a cash upgrade.  
 
In viewing your booking information, and subsequent folio,
the room you booked on Marriott.com was a Bay View Guest room with a Balcony;
because of the bay view and the balcony, this room is considered an upgraded
room.  When making reservations on Marriott.com, the website shows all
room types that are available to use your points.  If there is a cash upgrade,
the site indicates this right below the “select” button where you choose your
room.  In the case of the Bay View Room with Balcony, the information
right above the “select” button indicated: eCertificate plus $75.00 USD
required per night.  This notification is consistent on all Marriott Hotel
websites that offer upgraded rooms.  The confirmation email received would
have also indicated that you booked an upgraded room and that an upgrade fee
applied, indicating the amount. Marriott prides itself on a “no hidden fees”
policy and discloses any additional fees during the booking process.
 
The hotel folio
does indicate the correct amount charged for your room on March 26, 2016, for
two nights, plus your parking fee.  Your credit card was charged one-day
after booking for your advance purchase rate and the upgrade fee. This amount
including taxes is below:
 
Upgrade fee:  $85.10
Room rate:  $212.38
 
Your parking fee was charged to your Visa card upon
check-out in the amount of $64.00.
 
The points that you purchased from Marriott Rewards is a
separate transaction with the Rewards department.  This will never show on
a folio received from a hotel as points can only be purchased through the
Marriott Rewards Department. 
 
[redacted],  although we regret your disappointment
with the reservation process, the charges to your account are correct. We again
apologize for the frustration which resulted from this situation and
sincerely hope we will have the opportunity to welcome you at any of our fine
hotels around the world.
 
Sincerely,
 
 
Lisa H[redacted]
Corporate Liaison
Mr. Marriott’s Office
Phone:  ###-###-####

-Mr. Marriott's Office Reviewed the documentation and found when going to [redacted].com the rate mirrored what was booked on Marriott.com.-[redacted].com shows only whole rates on the main page and when you go into their site to pick your room you see the rate in full.-Below is the...

email sent to the guest:--------------------------------------------------------------------------...⇄ /> June 17, 2015
[redacted]
[redacted]
Plainfield, IL  [redacted]
Via Email:  [redacted].com
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.
We remain sorry for the challenges you encountered during this
process.  I have researched your claim and found that at the time of
validating your claim [redacted].com was 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.  I understand that the front page of [redacted].com
may have said $84 per night; however, if you went into the “Choose Room” option
you would have seen that the rate mirrored Marriott.com.  As [redacted].com
does not list the change on their front page on the whole dollars you must
continue to see the rate in full.
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
Mr.
Marriott Office of Consumer Affairs

[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]
 Complaint: [redacted]
I am rejecting this response because:  My concern is that I spent my entire stay recovering from the fall and not vacationing as intended. The hotel never made an effort to address that uncomfortable stay of their guest.  The hotels only concern was that I was not injured once they were assured that I would not pursue that avenue they closed the case.
Regards,
[redacted]

Please know that Robert T[redacted] @ritzcarlton.com will be partnering with the hotel to address the refund to our guest.

This is not acceptable. Your insurance is for my medical. I paid for a stay in which I did not get any sleep and miserable. Two told your staff Emily and Claudia witness the reaction. I was promised points and part of my stay refunded. That is what I want. You charged me for a stay in which part of it should have been refunded and you told me you would. That is what I expect. 
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Quotes and all. Because that's a professional message. You still have not responded to my question. I want a Corporate email address. I'm not sure if you all don't read requests, but you certainly have not read mine. You keep saying you are very close to selling out. You are NOT sold out. And you should be thankful for me because should it have not been for part of my wedding group, you would have several rooms available. It's amazing because instead of EVER thanking me for my business, I have only received "no's" ...since you all prefer quotes so much and never one thank you.You claim you are a brand new hotel and sure the rest of the hotels in the area are dumps, however, keep in mind they have also had spectacular customer service which I can is something your hotel(s) lack. At this point, I can only pray to the Gods above that my wedding weekend at YOUR hotel is no where near the service that I have received in any of my emails. You basically answer emails with the most minimal information, there is no manager to reach when I have an issue. They are only yes or no.Fine, don't try to make customers happy. But the least you could do is take into consideration of your messages and act with a bit more professionalism instead of saying no. That's what people are taught in grade school.I think the only person that has made this easy has been the gentleman that we came to talk to the day when we looked at one of the rooms. Amazing the rest of the "management" staff.You like my quotes as well?And again, the least you can do is treat my guests with respect. This is my wedding weekend. Don't ruin it.

[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 the funds were returned to my account on August 15th. While I am happy to have received MY money back from the hotel, which they should never have taken, I am highly unsatisfied that it took 19 days for them to credit it back to me. I did receive a voicemail from Tyler, assistant manager yesterday. I would also like to note, for your training purposes, that I left a review on [redacted] to which general manager Troy responded, that I should have called my bank to dispute the transactions, which I did do, however they they asked for a copy of the bill, which I never received when we checked out, since the girl at the front desk said the printer was malfunctioning. When I called to try to get this from the hotel, I was told that Troy was working on the folio and I could not get a copy at that time, but he would get back to me. All I wanted was some form of communication. Troy, as the general manager, and I use that term very loosly, never once called me to say Hey, sorry this happened, or, I am working on this, NOTHING. I left probably 7 or 8 messages for him and he NEVER ONCE returned my calls, and the only time I talked to him was one time when I called corporate and they were able to get him on the phone right away. This really put a strain on the rest of our vacation and I am absolutely appalled by the unprofessionalism of your staff. Please be assured that I don't need any further calls from the hotel, as I will never stay in a Marriott or any affiliate again. This was a terrible experience.
Regards,
[redacted]

Dear Revdex.com,   Spoke to General Manager Ryan D[redacted] and he advised as long as she has a credit card at check-in the guest may pay the $50 in cash when she arrives.   Diane K[redacted] Corporate Liaison Mr. Marriott’s Office

Dear Revdex.com,   Guest was not charged for second night of stay for issues encountered.  Guest was given key to a new room which they did not use. No further compensation will be given.   Diane K[redacted] Corporate Liaison Mr. Marriott’s Office

Because the guest paid in cash, the refund has to be in the form of a check.  The check was cut on 2/22/2018 and mailed first class USPS mail on February 23, 2018.  If guest still states he has not received payment, please advise and we will have the property obtain  the endorsement from the bank.

Thank you for the response.  I am sorry I had to escalate it to the Revdex.com.  I had called both [redacted] & Marriott rewards numerous times and was given different answers each time I called.  My final call that I placed last week, I finally got someone to open an inquiry on my account.  Thank you for your assitance.
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]

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.
[redacted]
Corporate Liaison

The General Manager of the hotel advised me that he had spoken to [redacted] and is refunding the charges she paid. The credit folio was processed at the hotel today but it may take 3 to 5 business days for [redacted]'s bank to process and the credit to appear on her account. The GM apologized for...

the way the issue was handled and corrective action with the individuals is being handled. We sincerely regret the incident. I understand the GM has offered a suite the next time you return to the area and we hope you will avail yourself of the offer. Tell us why here...

[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:
Jennifer
D[redacted]Corporate
Liason
Mr. Marriotts
Office
Jennifer
D[redacted]
I am saddened
to receive a response from the office of Mr. Marriotts himself, that claims had
done their research of my issue but really not.  You have not done your
due diligence of the matter, and if claiming so, not quite
thoroughly.  It just shows to prove how
ineffective Marriotts handle situations like mine. Also, FYI, my last name is
[redacted] and not [redacted].  So many
mistakes, rushing just to send a denial, extremely disappointing. This is
similar to Ricky S[redacted]’s, from your Look No Further department, very careless
and unthoughtful response too.
This is your
response:
“We have researched your claim and found that at the time of validating
your claim [redacted]s.com was selling rates that mirrored what was booked on
Marriott.com.  At the time of validating your claim you compared
[redacted]s.com ‘Deluxe Room’ for $249 to Marriott.com ‘Cottage Room’.  The
‘Deluxe Room’ on both Marriott.com and [redacted]s.com were selling for $249 per
night and the ‘Cottage Room’ was selling for $299 per night.  We must
compare the same room when validating a claim and 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.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 [redacted] and available rates. 
When reviewing the comparison offer described in your claim, we were unable to
locate the same offer.”Though I agree
with the Deluxe Room name and price comparison is with your Cottage Room, what
you failed to see is the description of both rooms on [redacted].com’s website are
the same.  All your employees I talked to
have seen what I saw and agreed with me that it was an error. But that is not
the consumer’s problem therefore I have a legitimate claim. Each [redacted]s
name their type of rooms differently, they do this so they can identify exactly
what they sell to the public. Each specific descriptions are also mostly used
internally, so the [redacted]s would know which ones are the upgraded rooms or
not.  However, when consumers call for
room reservations, they only look or base their reservations on what the room
has inside, to accommodate each of the customer’s need.  We don’t call to ask if you have a King
Suite, Presidential, Queen Standard, Deluxe Room or Cottage with 400+ or 800
sqr ft rooms, we ask for a room with either 1 or 2 beds and other amenities in
the room and how much is the cost of a particular room. In my case, I have not
been in your [redacted] therefore don’t know the type of rooms you have nor sizes
nor location nor squarefootages, I only asked for a room with 2 Double beds,
sofabed and fireplace.  I understand that
the Cottage has that, that’s why Marriotts gave me that room in my initial
reservation.  However, when I called
[redacted].com, their Deluxe Room offered the same accommodation with 2 Double Beds,
sofabed and fireplace that’s why that is what they gave me when I made the
reservation with them. Both reservations are confirmed and guaranteed with my
credit card. That’s where
the problem and confusion was. I was told after my booking that the Deluxe room
with 2 Double Beds, with sofabed and fireplace does not exist at your property
at [redacted] at Sonoma Renaissance, but is published on [redacted].com’s website at
the time of my booking and I have the confirmation email to prove it, unless
your e-commerce department had it changed and corrected already on their
website. Bottomline, regardless
of whether this is a [redacted].com or Marriott error, to me since the Deluxe Room
with 2 Double Beds, sofabed and fireplace doesn’t exist in your property at The
Lodge Renaissance, clearly this is false advertising.  [redacted].com, whom which is your partner, is publishing inaccurate information about
your properties.  The failure of
Marriotts to protect us consumers, failure to investigate accordingly, really
see it from my point of view thus continue to give me inaccurate responses are
very disappointing. I hope you guys change and train you people more to better
handle situations like this.  Perhaps, do
a thorough investigation first rather than blasting inaccurate and unthoughful
responses or going back to a customer with an immediate denial.  That’s unfair business practice to assume
that we are on the wrong, right away.Though I
reject your response to my complaint for I strongly disagree with your
reasoning, I will not pursue my claim for I have come with a resolution with
your local property already.  The
Director of Rooms at [redacted], Mr. Cameron S[redacted], called me.  Mr. Cameron S[redacted] was very
understanding about my situation.  He thoroughly
researched my complaint first, prior to contacting me, had all the facts on
hand, listened to me and then, proposed a fair resolution for which we both agreed.
I can't thank him profusely enough for his awesome customer service skills and I commend him for his
effort to go beyond the call of duty to help a consumer like me. I wish all
your employees are like him.But, thank you
for whatever time you gave anyway.Sincerely,[redacted]