Marriott International, Inc.

We sincerely apologize for the damage caused to the guest's vehicle by unknown third parties.
Attached is a copy of the sign advising guests they are parking at their own risk while parking in the hotel parking lot.  There are 20 such signs in the parking lot, one attached to each lampost.
**...

[redacted]'s issue was turned over to the Marriott Claims Division under Claim Number [redacted].  The adjustor assigned is Rose Smith, Senior Claims Administrator.  Her telephone number is ###-###-####, extension [redacted] and her e-mail address is [redacted]@marriott.com. Our claims department and insurance adjustors have the final responsibility to investigate and determine the outcome of events of this nature and we support their decisions.  Should [redacted] have further questions or concerns, he should contact the insurance adjustor regarding his claim.

[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 spoke with guest on 8/5/2014, apologized again and advised her the hotel was willing to reduce the rate for the first two nights to $197 plus tax each night and...

accept MRW points for the last two nights. I advised her she needed a total of 70,000 points for the certificate and she advised she did not have that many points. I advised her as a gesture of goodwill for the challenges she encountered that I would be adding 50,000 points to her account she would need to purchase the difference. Guest provided me with her credit card and I ordered the certificate and purchased 6000 points for her account. Guest states she was speechless and didn't know what to say. :::

The situation in 2014 occurred when the guest departed the hotel after 12:00 PM and was charged for an additional night.  The hotel’s assistant manager refunded the extra night’s charge as a courtesy.  The hotel has no record of an offer for a complimentary night.  When such...

an offer is made, a certificate is mailed to the recipient and the offer is only valid for one year from the date of issue.
 
Before the guest checked in on February 6, 2015, she called the hotel to ask about the complimentary night.  She was told the hotel could not offer her complimentary accommodations without documentation of the offer.  She still chose to stay at the hotel and was charged accordingly.
 
We have emailed the guest to explain that while we are unable to offer a refund, we are sorry for her frustration and have added 10,000 Marriott Rewards points to her account, sufficient for a complimentary night at any category two hotel such as the Atlanta Airport West Courtyard.  She responded that she is unhappy with our response and plans to take the hotel to small claims court.
 
-        Sara T[redacted], Corporate Liaison, Mr. Marriott’s Office of Consumer Affairs

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

[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]

I believe this Complaint was sent to me in error. I am the Assistant General manager at the Springhill Suites in Prince Frederick, MD. This guest references mountains. We have no mountains in our area. Further, the guest makes mention of The general manager Debra R[redacted]. We have never had a GM by...

that name in our 8 years of business. This complaint is not for our property.

[redacted] was contacted after the incident. We have been exchanging email correspondences. The issue was resolved when [redacted] was refunded in full for her inconvenience.

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

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

Dear Revdex.com,   Guest was advised by Marriott Claims that they needed more information from her supporting her claim, which [redacted] has not provided.  Marriott claims did close her claim at one time due lack of contact.  Claim has been reopened, but Marriott Claims still needs more...

documentation to support her claim.  Until [redacted] provides this information we are unable to offer compensation.   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:
Ms. Diane K[redacted] does not want to refund me the full amount paid for both rooms and pointed out that the refund for the one room was going to be her last "offer," when the hotel doesn't have to make me an "offer," they have to abide by the 100% Guarantee, as falsely advertised. Ms. K[redacted] also points out that I am "happy," when the only thing constantly repeated during our conversation was that I was extremely dissatisfied with the outcome of this complaint. Ms. K[redacted] also referred to me as may be not telling the truth, which once again, defies the purpose of the 100% Guarantee, because if Marriott International immediately assumes that a guest is not telling the truth after a complaint then a guarantee of money back should no be offered. 
Regards,
[redacted]

We have been unable to reach the guest via telephone so I have sent him an email letting him know we would be happy to assist him in resolving the matter but need additional information.  Specifically, we need to know the location and brand of the Marriott where he stayed, the date of arrival,...

the number of nights and the names on the reservations.  Once we have this information, we will work with Hotels.com to find an amicable resolution.
 
-        Sara T[redacted], Corporate Liaison, Mr. Marriott’s Office of Consumer Affairs

The General Manager of the hotel has sent the guest a final email apology.  They have responded to the guest numerous times through various avenues including on-line review sites, guest surveys, Marriott Customer Care and now through the Revdex.com.  The hotel has no record of the guest reporting...

his concerns while he was at the hotel.  They did not have an opportunity to work and respond to him during his visit.  The hotel has apologized for any issues he encountered.  They are not willing to provide any compensation

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 spoke with the guest and apologized for her experience.  Since her daughter is a Marriott Rewards member, I added 10,000 points to the daughter’s account for frustration with the customer service associate.  I also advised the hotel manager will be sending her a Marriott Gift Card in the...

amount of $125 for the issues she encountered at the hotel.
-        Sara T[redacted], Corporate Liaison, Mr. Marriott's Office

Response to guest on April 16, 2015, complaint [redacted].
I have talked with the guest this morning. He had been contacted by my FO manager and given points on his account prior to my call to him yesterday. He is completely satisfied and is planning a return trip to our hotel in the future. ...

5,000 Marriott Rewards points added to guest account.Mark B[redacted], General Manager

[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]

Marriot Hotels engages in unethical marketing practices. They routinely use auto-dialing telephones to make unsolicited phone calls two private cell phone numbers. My number has been on the "do not call list" and I have received literally dozens of calls from Marriot Hotels in the past few months many as early as 6 am on the west coast. After researching the problem on the internet, I see that countless other people have as well . I have asked them many times to remove my name from their list, but they continue to call me. I am considering filing a report with the Federal Trade Commission to get them to stop. I will NEVER stay at another Marriot Hotel in my life.

[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 very satisfactory to me. 
Regards,
[redacted]