Marriott International, Inc.

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.

[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.]
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]

We appreciate your feedback regarding your attempts to redeem your reward. The certificate offered with the card is valid for category 1-4 hotels.  [redacted] offers various types of Credit cards and along with each card is  different benefits. Please contact [redacted] Card Member Services at ###-###-#### to verify activation benefit that was offered at card enrollment.
https://www.[redacted].com/
We are pleased to know you were able to use the [redacted] Free Night award at another Marriott hotel.  
Thank you again for taking the time to bring this to our attention.  We do consider this issue closed.

The hotel has opened an insurance claim for this guest regarding her missing property. ...

The guest has been notified of this and is in contact with the insurance adjuster. 
-        Sara T[redacted], Corporate Liaison, Mr. Marriott’s Office of Consumer Affairs

[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],

face="Calibri"> 
I received your feedback regarding your stay.  I apologize for the frustration that this has caused and apologize for the length of time that this has taken for you to get this resolved.  I know that you have been corresponding with Derek J[redacted], our Assistant Front Desk Manager, and I wanted to see if I can assist so that we can resolve this issue.
 
At this point, according to my system, you have paid for two nights of room and tax as well as parking and other incidental charges.  Pedro Velasquez adjusted one night of room and tax ($169 plus tax) off of your bill.  I know that you have said several times that you have prepaid for this room in advance as well.  Unfortunately, my system is not reflecting this charge to the [redacted] ending in [redacted].  I would be happy to adjust the $395.54 charges, however I would need to see a copy of your credit card statement to reflect the pre-payment for the room, or get the last four digits of the credit card that you prepaid with so that I can do more research.   I do not need any private information that would compromise your information, however I need something on your side to reflect that you have made payment such as a bank statement.
 
At the Marriott Marquis, we strive to provide our guests with quality service and an excellent experience.  Clearly this did not happen, and I again apologize that you would like not to stay at Marriott hotels in the future.  My intention is to resolve this issue and to get a better understanding of our billing issues.  This will ensure that future guests do not have the same experience.
 
I look forward to hearing from you.  I left you a voicemail in regards to this issue so please feel free to reach out to me in an email or call me.  My phone number is ###-###-####.
 
Thank you,
 
Mike H[redacted]
Assistant Front Office Manager | Marriott Marquis Washington DC
 
901 Massachusetts Avenue, NW
Washington, DC 20001
 
Office |  ###-###-####
Fax |  ###-###-####

[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.]
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]

From: O[redacted], Iona Sent: Monday, August 04, 2014 10:50 AMTo:...

[redacted]Subject: [redacted] Courtyard [redacted]
 
Dear [redacted]:
 
I’m writing to thank you for bringing the issues to my attention. We accommodate many guests each evening and we strive to make their stay a satisfying one. The principal goal of our hotel is to provide dependable service to all of our guests. Consequently, it’s disappointing to learn that you’re unhappy.
 
Please accept my sincere apology.
 
I want you to know the comments and suggestions we receive from our guests are taken seriously. They tell us what we’re doing right and what we’re doing wrong and how we can improve. Your willingness to share your recent experience is greatly appreciated.
 
Please be assured the issues you’ve raised have been addressed, and the appropriate actions have been taken.
 
Again, I want to thank you taking the time to share your concerns with us.
 
Thank you for being loyal to Marriott.
 
Sincerely;
 
 
Iona * O[redacted] CHA General Manager [redacted] Courtyard by Marriott [redacted], NJ [redacted] ###-###-#### (p) ###-###-#### (f)
www.marriott.com\phlmh

I have reviewed the response made by the business in reference to complaint ID [redacted], and we have come to agreement by personal email corespondents.
Regards,
[redacted]

Hi Kenneth, I wanted to respond to the response from the company. I will attach screenshots from my own phone showing my response to the email sent and the phone calls I've received. In addition, my husband has been calling back as well and we have been unable to reach Ms. Amanda F[redacted]. I made a complaint Saturday evening after showering and the front desk staff told me a note would be put into my chart and that someone would contact me Monday morning and no one had done so.

Jacqueline S[redacted], Executive Assistant for Mr. Ted S[redacted], GM contacted [redacted] on March 8th.* she apologized for the manner this situation was handled* informed her that the credit was issued to her account on Friday, March 4 (it will take up to 5/7 days to appear on her credit card...

statement* also as a gesture of goodwill 40,000 Marriott Rewards points will be posting to her Marriott Rewards account today.Best regards Line K[redacted]Corporate Liaison

Dear [redacted],
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[redacted] Jonathan Sent: Tuesday, January 05, 2016 11:10 AMTo: '[redacted].com'Subject: Renaissance Long Beach Hotel
 
Dear [redacted],
 
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 visit. Please accept our sincere apology for the inconvenience you experienced with our Safety & Security team. After careful consideration, we have unfortunately decided to decline your request for a refund. If 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[redacted] | SAFETY & SECURITY SUPERVISOR Renaissance Long Beach Hotel | 111 East Ocean Boulevard, Long Beach, CA 90802
T ###-###-#### F ###-###-####
Renaissance Hotels. LIVE LIFE TO DISCOVER.
Jennifer D[redacted]Corporate Liaison, Mr. Marriott's Office Phone: ###-###-#### Email: [redacted]@marriott.com

Sent the following e-mail to the guest:Dear [redacted]: Thank you for contacting us by way of a complaint with the Revdex.com.  I am pleased to respond. I think the essence of the problem may be in understanding what type of room your certificate from [redacted] or using your...

own points gets you.  As noted in the Terms and Conditions of the Rewards program, a redemption (either [redacted] certificate or points) entitles you to a standard guest room, including taxes for a one night stay.  A [redacted] certificate makes the entitlement good for a Category 1 to 5 hotel.  Their standard room is the studio and the Penthouse is a level above a standard room.  Normally, it would take upgrade certificates (one or more) to have a redemption stay in a Penthouse room. For your forthcoming stay in March, Ms. Sue C[redacted], the General Manager, has made your stay for one night (of the nights you will be staying) using your [redacted] Certificate and providing you a complimentary upgrade from a standard room to a suite.  That has the effect of saving you $209 plus tax during your stay. I hope this clarifies the situation for you.  If there is anything else we may assist with, please do not hesitate to let me know.  You can reach me at [redacted]@marriott.com. Thank you again and we look forward to welcoming you at a Marriott hotel soon.  Have a happy holiday season. Sincerely, Joseph *. R[redacted], Jr.Corporate LiaisonMr. Marriott’s Office

Dear
Revdex.com,
Please
be assured that the guest has already escalated her issue to the highest point
of escalation within our company for review.
We
are sorry to hear of her continued disappointment. We make every effort to
publish the terms of our Look No Further Guarantee and to apply them fairly to
anyone placing a claim.  In this case, even if she had submitted a claim,
the claim would have been denied as she booked a qualified rate (a discount
only available to those that have proper id and not to the general public)
which is excluded from our guarantee.
We
appreciate her sharing her feelings; however, our position remains the
same.   We feel we have exhausted all efforts to explain this to her
and trust that the Revdex.com will close this issue.
Warm
Regards,
Kim
P[redacted]
Corporate
Liaison
Mr.
Marriott’s Office of Consumer Affairs

Dear Revdex.com,letter sent to guest by General Manger:From: Steven C[redacted] 
Sent: Tuesday, April 12, 2016 4:30 PM
To: '[redacted].com' <[redacted].com>
Subject: Regarding your stay at the Residence Inn San Diego
Good afternoon [redacted],
Your letter to the Better Business...

Bureau has been referred to me for a response.
I want to apologize for the lack of service you received during your stay with us. Our goal is to always provide excellent room accommodations and excellent customer service. I regret that we did not do so during your visit. I have met with my team to ensure that this was an isolated incident, as we continue our efforts to consistently provide excellent accommodations and a pleasant guest experience.
As you are a valued Marriott Gold Member, and had a negative guest experience at our property I would like to fully refund your stay as requested. We of course, would also like to reimburse you for the cost of your pants that were ruined during your stay with us.
I ask you to please contact me directly so that I can send the reimbursement check to your preferred address. I have also submitted a credit card refund to the credit card that was used to purchase the room. Please allow 7 to 10 business day for the refund to process.
Once again, I regret that your experience with us was not a pleasant one but do hope that my response is satisfactory. We do value your business and hope that you continue to select the Marriott Brand for your travel accommodations and needs.
I look forward to hearing from you soon.
Sincerely,
Steven C[redacted]
General Manager
[redacted]Diane
K[redacted]Corporate
Liaison Mr.
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: 90 days is unreasonable.
Regards,
[redacted]

Dear [redacted]:
Thank you for your Revdex.com inquiry.  As your reservation was booked and confirmed through [redacted] and not by Marriott, the hotel held your room...

for you.  Therefore, any refunds would need to be provided by [redacted] directly if they booked your reservation dates incorrectly.
The Courtyard [redacted] copied us on their email response to you on May 13, 2014.  For your convenience, we have provided their message below:
I have spoken with [redacted] and to [redacted] in regards to this situation. When I initially spoke with [redacted] I told him that we could refund it if it was a error on our part on to why his reservation was not correct or if they tried to cancel and we didn’t cancel it in our system. And the problem was not on our side but on the side of [redacted] and himself. When I spoke to [redacted] on yesterday, I did let him know that we will not be able to refund him because we didn’t get a call to have the reservation canceled and we were not informed that reservation was in the system for the wrong date. So with that we would not be able to refund him for the NO SHOW.
[redacted] said they understood the situation and would note it in their system for his reservation. And I told them if they needed to speak with me further about the situation to please give me a call.
 [redacted] II| Operations Manger Courtyard By Marriott [redacted]
Thank you for bringing this matter to our attention.  We trust you understand our final position.
 
Regards,
 
[redacted] / Corporate Liaison

July 14, 2015
 
Jennifer D[redacted]
[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