Marriott International, Inc.

I contacted the guest by telephone to apologize for his experience.  The guest accepted a $250 Marriott Gift Card and will give Marriott another chance.
-        Sara T[redacted], Corporate Liaison, Mr. Marriott’s office of Consumer Affairs

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 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.

Hotel response to ** [redacted]:
 
From:
mso-fareast-font-family: 'Times New Roman'"> R[redacted], Michael Sent: Monday, October 20, 2014 9:53 AMTo: [redacted]Subject: [redacted] Marriott
Dear [redacted],
Mr. Marriott has requested I respond on his behalf concerning your recent experience at our property. First and Foremost, I would like to apologize for the disturbances you encountered as well as our teams responsiveness to your requests. Our goal is your complete satisfaction and we are sorry that we fell short of our your, and our own, expectations.
We have shared your feedback with our Loss Prevention and Engineering teams as this certainly provides us with a great training opportunity. As for the rate differential, depending on the time of your bookings it is not untypical that our selling rate varies, similar to air fare. As a gesture of our sincerity for the rate differential and the service failures you encountered during your stay we have adjusted $150 from your final hotel folio. Please allow 3 to 5 business days for the reversal to process. If you would like to discuss your recent experience here further please do not hesitate to contact me directly.
Regards,
Mike R[redacted] |Guest Relations Manager | [redacted] Marriott

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.

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]

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]

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

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.

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]

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 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.

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

[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]

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

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.

[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]

Apology letter emailed to guest advising him the representative followed Marriott's Best Rate Guarantee process.  His claim was responded to within the 24 hour time frame; however, we were unable to honor the claim as we could not validate the comparison rate.  Guest was provided 10,000...

Marriott Rewards points as our apology and in recognition of his importance as our guest.