Marriott International, Inc.

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

[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.

[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 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 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]

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

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. :::

[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 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.

[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]

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.

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

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.

Dear [redacted];Thank you for contacting the Revdex.com. They have referred your correspondence to me, and I am pleased to respond. Please accept our sincere apologies for any frustration you have experienced.Our records indicate all the stays mentioned in your inquiry were added to your...

account activity correctly, and you were credited the appropriate number of points and nights. The Spring MegaBonus promotion is a wonderful event that rewards our members at an even faster pace than usual. The terms and conditions of this program state that after at least two separate hotel stays within the promotional period, the member will be awarded one free night certificate valid at category one through five Marriott hotels. This promotion allows each member to earn a maximum of one certificate. This means that although you completed the promotion with four separate stays in the month of April, you remain eligible for one certificate only. A single free night certificate was issued to you and remains available in your account to be redeemed at your earliest convenience. Regretfully, we are unable to provide you any additional complimentary night certificates. We are very sorry for any misunderstanding that may have occurred.Thank you for your long-standing loyalty to our brand. Marriott takes pride in providing excellent service and maintaining the highest standards in the lodging industry. Your feedback is greatly appreciated as it helps us validate our successes while understanding when there is an opportunity for improvement. As a gesture of good faith for your ongoing patronage, I have added a bonus of 2,000 points to your Marriott Rewards account. Please do not hesitate to contact me directly by phone at ###-###-#### if you have any further questions or concerns. We look forward to welcoming you again soon.Warm regards,Alexander M[redacted]Corporate LiaisonMr. Marriott's OfficeMarriott International, Inc.Phone: ###-###-####

We would like a billing adjustment and credit. We had four rooms at the hotel over a 30 (thirty) day stay. At the least, the day where we were supposed to have switched rooms comped. It was the day we were promised a handicapped room on a specific floor which suddenly became unavailable and we...

were kept waiting over four plus hours with nowhere to move to. Meanwhile I am hospitalized and could not help my family in this situation. The manager who promised us the specific room was away that day on vacation and nobody else at the hotel seemed to know the situation.

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]

Dear Revdex.com,Below is the letter that was sent to the guest as a final response.From: K[redacted], Diane Sent: Tuesday, September 13, 2016 5:47 PM To: '[redacted].com' Subject: Marriott and your Revdex.com complaint. September 13, 2016 [redacted] Via...

Email:  [redacted].com Dear [redacted], Thank you for your letter regarding your debit card and the incidental charges from the Fort Lauderdale East Courtyard.  We are very sorry to learn our process of preauthorizing your credit card at check-in created a hardship while you were traveling.  Please accept our sincere apologies for any frustration and inconvenience that resulted from this situation.  Although the actual room charges are not processed until checkout, guests are required to establish credit at check-in, which is done via an authorization for the total amount of your room and tax charges plus a security deposit.   The amount of time an authorization remains on your account is based on your financial institution’s release policy.  This varies from bank to bank.  Once the actual room charges have transmitted to your credit card company, any excess authorizations should be released.  If, for any reason, a hold remains on your account after the actual charges have transmitted, our hotels are happy to contact your bank and request the hold to be released.  We understand and regret that you had issues with your account.  Once again please accept our sincere apologies.  According to Mary A[redacted], General Manager the hotel followed the proper procedures by placing an authorization hold on your credit card once at the time of check-in for the amount of $420.00. Upon your departure, a final charge amount of $351.87 was sent. These were the only two transactions the hotel placed on your card.  Please keep in mind that once the actual charge of $351.87 was sent the authorization hold of $420.00 automatically drops from your account as the bank determines.  In an effort to expedite the release of the authorization hold the hotel reached out with you and your bank to release any holds. The final charge of $351.87 remains. [redacted], your loyalty and continuing patronage is very important to us. Feel free to contact me at ###-###-#### should you wish to discuss this further. Sincerely,  Diane K[redacted] Diane K[redacted]Corporate LiaisonMr. Marriott’s Office

151 of 239  Expand all Print all In new windowFwd: Complaint #[redacted]Inboxx Revdex.com of Metro Washington DCJan 27 (8 days ago)to me ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Mon, Jan 26, 2015 at 3:31 PMSubject: Complaint #[redacted]To: "[email protected]" <[email protected]>To whom it may concern:Please be advised that my concern was improperly closed. I rejected business (Marriott) response three times priding the reasons for rejection - none of these reasons were addressed in business responses that kept repeating the same statement without any elaboration three times. On Friday, January 23 I called Revdex.com during business hours ( before 3 p.m.) seeking an advice fir the next steps, was directed to the person who is handling my case and left the voicemail. Instead of a return call from Revdex.com, today I found my complaint to be closed. Please reinstate my complaint and help me to get a proper, up to the point, response from the business.Best a Regards,[redacted] 
 [redacted] <[redacted]@myRevdex.com.org>5:10 PM (1 minute ago)to [redacted] To [redacted]Complaint ID # [redacted], When a company respond 3 times the same way. They have enough evidence to not support your word,   This is what they were talking about,  Their last statement.MESSAGE FROM BUSINESS:Marriott Claims Services denied you claim because you parked in a self-parking area, and there are signs in the parking lot stating that the property is not responsible for any theft, fire, damage or break-in.   For these cases the hotels do not have liability. Marriott Claims Services has the final responsibility to investigate and determine the outcome of events of this nature and we support their decision.  Our apologies for any frustration you may have experienced.
Idenia Campbell, Trade Practice ConsultantRevdex.comserving Metropolitan Washington DC and Eastern Pennsylvania1411 K Street NW, 10th FloorWashington, DC 20005p: ###-###-####f: ###-###-####Email: [redacted]@myRevdex.com.orgRevdex.com.org, Start With Trust®

Letter of response from the hotel sent regarding complaint #[redacted]
Good afternoon [redacted],My name is Courtney W[redacted] and I am the Customer Care Specialist at Gaylord Opryland. I heard of your discrepancies with the changes of your payments from your stay and I am truly sorry for the difficulties...

you have faced with the [redacted] being charged again when you switched your payment to your [redacted] card. I can understand your frustration with this and I hope this will be of help to you.I reached out to my Accounting department on property about the [redacted] being rebilled on June 4th and they have informed me with the following: Gaylord Opryland charged the [redacted] on May 5th of $381.73 and then credited the card back on May 12th for the same amount. We then reached out to your credit card company stating that the amount listed previously was refunded back through our system to the [redacted]. My Accounting department then received the reversal from the same credit card company on June 1st for the [redacted] card ending in #, leaving no effect to the [redacted] ending in # for the amount of $381.73. So in our system, it is showing we only have the charge to the [redacted] card ending in # for the total of $381.73 and do not have any other entries besides the reversal charge on the [redacted].Please reach out to me if you have any further questions.Thank you,Courtney W[redacted] | Customer Care Specialist Gaylord Opryland Resort and Convention Center2800 Opryland Drive, Nashville, TN 37214