Marriott International, Inc.

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

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.

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.

[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]

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]

[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]

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]

[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 |  ###-###-####

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

The hotel advises they have already offered him half off his stay.  He booked through [redacted].com, which does not guarantee room types and he has stated he does not wish to return to the property.  As far as the other issues he raises, he did not inform the hotel until he was checking out...

so the hotel had no opportunity to correct them while he was a guest.  The guest has not replied whether he would accept the 50% off offer.  The hotel is still waiting to hear.

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 [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

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

[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 concierge desk at the [redacted] Suites is operated by [redacted] which  contracts...

with [redacted] to sell their tickets.  General Manager [redacted] manages both the [redacted] Inn and the [redacted] Suites by Marriott.  [redacted] contacted [redacted] and they agreed to refund $190.  [redacted] then contacted **. [redacted] and she was very satisfied with the refund.  **. [redacted] told [redacted] they did not feel the hotel was in the wrong but didn’t know who to lodge the complaint since the [redacted] desk is located inside the hotel.
 
- [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.  They have however, advised that it will take 4 weeks to process which seems like an inordinate amount of time.  I would like to reserve final acceptance of this resolution pending receipt of the refund and gift card.
Regards,
[redacted]

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