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:
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]

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 extended an apology and reduced the rate for her stay to $45 per night (from over $200).  In addition, we provided 35,000 Marriott Reward points, adequate for a free night stay at her upcoming reservation location by way of apology for the conditions she encountered at this...

property.

The guest was still present at the hotel.  The General Manager reported he had met with the guest and the $250 charge had been refunded.

The guest has not responded to telephone calls nor e-mails sent by the hotel.  If/When the guest responds, the hotel will deduct another $115 from her account, which with the prior discount will be equal to one night's charge.  The guest checked in late Friday night for a three night...

stay.  The AGM was on property from 9 am to 6:30 pm on Saturday and at no point did [redacted] either complain about her room or ask to speak to a manager.  On Sunday, the GM arrived at the hotel at 7 am and was on property all day and again neither [redacted] or her husband complained nor asked to speak to a manager.  On the morning of her departure, [redacted] advised the Front Desk Agent about her concerns and at that time the Front Desk Agent gave her the $150 discount.  She and her husband departed from the hotel and she indicated she was satisfied with the resolution at that time.  The hotel would be happy to apologize that the incident occurred and discuss it further with her if and when she contacts the hotel.

THE FOLLOWING INFORMATION WAS RECEIVED FROM THE HOTEL:Hello Mr. R[redacted],
I have reached out to [redacted] by telephone waiting for a return call. After viewing and listening to our video camera system, our 2 desk clerks did not state go somewhere else to stay, but explained although we accept cash,...

we would need a credit card to authorize for security purposes. The credit card declined twice at which time our desk agent understanding her mother could not fax or email a credit card authorization at such a late night offered her personal credit card as backup until the next day when her mother could send us an authorization. The next morning our desk agent changed credit cards at 8:11am once the authorization was received. Although the authorization was indeed not legible, we did not ask [redacted] to leave, but waited for her mother to re-send the authorization. [redacted] never paid in cash, but with her mother's credit card and as security a legible authorization must be in hand. Again, the video system does not lie and our two desk agents did not state " you can go somewhere else." One desk clerk offered her own personal credit card as backup and checked [redacted] into her room without asking for any cash payments that evening or for the rest of her stay. When [redacted] returns my call, I will offer 1 night's compensation as a courtesy, but do not feel an entire stay adjustment is warranted.
Tom J[redacted] General Manager
Courtyard Marriott Bradenton/Riverfront FL Direct Line [redacted]

Apologized to guest for the concern this offer has caused.  Advised this was an offer for new hire [redacted] employees.  Explained the link forwarded to him was not the Marriott link advising of the terms and conditions
As a onetime gesture of goodwill advised guest Marriott has...

upgraded his account to reflect Platinum Elite through January 31, 2016.
Marriott Rewards

The General Manager reported that she, her assistant General Manager and the Front Desk manager had all been in contact with [redacted] in an attempt to rectify the problems he was encountering but he had declined working with them.  He departed the hotel early (4/11/2017) and is no longer at...

the hotel.  The General Manager had deposited 10,000 Marriott Reward points (which would cost him 125.00 if he were to purchase them) into his account as a form of tangible apology.  She has declined to provide any further compensation.

Dear [redacted]: Thank you for your email regarding cancelling your reservation within the 72 hour cancel policy at the San Diego Marriott Hotel & Marina.    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: ###-###-####  Email: [redacted]@marriott.com Dear XXXXXXXXXXX: Thank you for your email regarding XXXXXXXXXXXXXXXX.  Your concerns to Mr. S[redacted] has 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: ###-###-####  Email: [redacted]@marriott.com

July 14, 2015
Roman"> 
Jennifer D[redacted]
Fairfield, CA  [redacted]
 
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.
 
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 [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.
 
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/[redacted]
 
[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,
 
 
Jennifer D[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]

Good Afternoon,
 
[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]

Dear [redacted], Thank you for your letter to the Revdex.com.  It is been referred to me and I am pleased to respond. In researching your information, I do find that the Look No Further Claim was processed according to the information provided in your claim.  In...

speaking with the supervisors on the LNF team, they reviewed the claim prior to you contacting the Revdex.com. They identified that you were using a “member rate”.  Within some comparison sites “member rates” can be utilized in the claim process as long as there are no restrictions on being a member.   They made an attempt to reach out to you to clarify and review the claim,  but once the issue was sent to the Revdex.com, they could no longer pursue further clarification and make adjustments.  I apologize for any inconvenience this has caused and we certainly understand your frustration.   There are many comparison sites utilized by guests when submitting a claim.  When your claim was processed, the team was not aware that you were signing in to the site and received special member rates. While we try to make every effort to locate what the guest is referring to, many times when a site has special rates available if you sign in and join their program, it is not often readily apparent to the LNF team. Please know that our intention with the Look No Further Program is to ensure that our properties are providing the lowest rate available to all our guests.  This program is designed to advocate for the guest and provide the guarantee.  In reviewing the claim, you indicated a rate of $65.00, before taxes, was available on the comparison site.  The deduction of 25% off that rate would have given you a rate of $48.75 per night, before taxes, with a savings of $16.25.  While I am not able to reduce the rate on your past stay, I would like to offer you a $20.00 Marriott Gift Card that can be used at another Marriott property of your choice.  The total amount of points you would have earned for this stay would have been 487 Marriott Reward points.  A total of 1000 Marriott Rewards points was placed in your account earlier through Customer Care.  Please expect the gift card in the next 10 business days. [redacted], we sincerely regret your disappointment. I hope you will continue to submit claims to the program and that we will be able to welcome you to a Marriott hotel in the future. Warm Regards,Lisa H[redacted]Corporate LiaisonMr. 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 have accepted the offer of the Marriott Corporation to credit the entire stay (both nights) at the Lake Forest, IL Residence Inn.  In addition, Ms. T[redacted] indicated that they would be providing 30,000 Marriott Rewards points on my account, to help facilitate my giving Marriott another chance.  I find this proposal and resolution satisfactory.  
Regards,
[redacted]

The General Manager reports he has spoken to the guest and has restored his original reservation at the original rates.  The guest stated he was satisfied with this resolution.

See Attachment
Fwd: [redacted] Marriott - Revdex.com Complaint - [redacted]
Inbox
x 
Revdex.com of Metro Washington DC
Jul 23 (8 days ago)
to me 
---------- Forwarded message ----------
From: [redacted]...

<[redacted]>
Date: Wed, Jul 23, 2014 at 10:08 AM
Subject: [redacted] Marriott - Revdex.com Complaint - [redacted]
To: "[redacted]" <[redacted]>
Cc: "[email protected]" <[email protected]>
[redacted]
 
Please accept my sincerest apologies for the inconveniences you had during your recent stay at the [redacted] Marriott.  You have raised some valid concerns, and service issues.  While I do not necessarily agree with all of the issues you surfaced with the Revdex.com, I can understand your frustration with our policy regarding your “well being” as well, but it is simply a standard documented procedure we follow.
I understand that we have offered you a refund of $100, and I agree that this is not sufficient compensation for some of the service issues you encountered.  I do feel that your request of $528 is excessive and would like to resolve your concerns offering you an additional $200 to the $100 original offer of compensation.  We value your feedback, and appreciate the time you have taken to express your frustrations.  You will receive the credit of $300 in approximately 7 to 10 business days.
 
Thank you,
 
[redacted]
General Manager
[redacted] Marriott

The Hotel General Manager reported the issue was dealt with when the guest was staying at the hotel.  Attached is a copy of the credit folio which processed the refund to the guest.  We apologize for any difficulty.

Dear [redacted], Your letter to the Revdex.com has been referred to me for a response.  I had left you a voice message yesterday, but thought an email today might speed up our conversation.   I understand that you would like to have the charge for your recent ‘no-show’...

reservation rebated.   We do follow Marriott and industry standards and charge one night’s room rate and tax for situations such as yours when the guest does not arrive for a guaranteed reservation.  This policy allows the guest to be assured that the hotel will have a room available for them every time he/she makes a guaranteed reservation. Since we had no notification of your decision not to use your reservation, we did hold a room for you which went unoccupied.   As Michael F[redacted], our front office manager, had previously communicated to you we can, however, be somewhat flexible with enforcing this policy.  Rather than simply retaining the charge, we are willing to apply it towards a future reservation at The Residence Inn by Marriott Bronx. If you are interested in this alternative, please advise us of a new arrival day.  Of course, this new reservations would not be refundable or cancellable.   Please call upon me if I may be of additional assistance to you. Sincerely,  Clement C[redacted] It’s better in The Bronx! Clement C[redacted]General Manager T: ###-###-#### | C: ###-###-####Residence Inn New York the Bronx at Metro Center Atrium

February 6, 2015
Dear [redacted]-Revdex.com,
This letter is in response to the complaint filed by [redacted]. I, Tom B[redacted], Director of Safety & Security, investigated the complaint with the following findings:
• Bitten Bed Bugs: the room she claimed...

to have Bed Bugs was inspected by an outside Pest control company and no bed bugs were found at that time.• She claimed that she spoke to Brian at the front desk: unfortunately that associate is not here and is unavailable to interview to verify her statement about being told that she would be reimbursed.
I met with our General Manager, Brian H[redacted], and he agreed to reimburse her $256, out of the hospitality of the hotel. e-mailed [redacted] and advised her that her credit card would be credited back $256 and we were doing it out of the hospitality of the hotel.
If you have any questions please call,
Tom B
Dir. Of Safety & Security

[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]Thank you for quoting the Terms and Conditions of Marriott. The fact is how you define that is an occasion of technical inaccuracies and typographical errors, or whatever pricing errors.You CANNOT act with on Marriott's behalf and deal with the modification of my reservation.Anyhow, I do not get any emails from the official Marriott websites indicating there is a pricing error of my reservation, and when I make the reservation and the ticket to Miami, there is not a notice that it is an error prices. Now, I doubt that your hotel was doing an illegal sale promotion which uses a low price to draw customers’ attention and promote the sales, and then change the price without notice and force people to make a choice, either accept your fixed price or cancel the reservation. And now, my reservation was canceled because I didn’t accept the fixed price. I feel like the whole thing is a fraud. I'm considering to submit it to my lawyer. The solution that I can accept is any one of these three: 1. Give an announcement on the Marriott and Ritz’s website that any reservation on the OFFICIAL WEBSITE may be price error and may be canceled without your agreement. Or 2. Refund me the cost of my ticket to Miami. Or 3. Recompense me 10,000 Points per day for other Marriott Hotels’ Cash+Points Payments.
Regards,
[redacted]