Marriott International, Inc.

I sent the following email to the guestGood morning Mr***, Your letters to MrArne S*** were referred to me for responseI have your phone number as ###-###-####, I see you are in the San Diego area, and each time I go to call you it is like 5:AM your timeI am seeing that you
did order 5NC*’s were issued (DEC) (deleted July) I see you called to change the night stay to a night stayJuly, this automatically canceled the two 4NCcertificates were issued July(Same day) Then on July, one of the 4NC8’s were deleted and the other 4NCwas redeemedI see in the notes that the member called July to cancel the second 4NC awardI sincerely apologize for the stress and frustration this has caused and will certainly contact you as soon as I find how what happened and why the hotel had not contacted you within the ten monthsOnly one of the awards were redeemed for the stay at the Paris Opera Ambassador Hotel was redeemed, that was the reason the hotel called for the second 4NCawardPlease feel free to contact meKindest regards, Mary Ann K*** Corporate Liaison :::

-Dear Revdex.com,
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Room was tested for bed bugs and test was returned as negative. No other guest who have stayed in the room bore or after have complainedSee attachments for pest reportThe hotel was nice enough to refund her stay, paid for the cost of her Urgent Care visit and was given dinner complimentary. The hotel offered to dry clean her clothes and treat her luggage as a goodwill gesture and guest refused. Guest issue has been turned over to *** insurance company by the hotel and assigned an adjuster and the insurance company will be deciding further compensation
Diane K***Corporate LiaisonMrMarriott’s Office

The General Manager stated he was finally able to contact the guest; they discussed the issue and the GM is rebating one night's room and tax and the guest was very happy with that resolution

The company needs to acknowledge that is Australia there is no category four hotel and needs to make an exception for customers
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

From: Claudia E***Date: Fri, Dec 2, at 12:PM Sorry for the delay in my responds to you As mentioned in my conversation, we as the property handeld the matter in regard to Mr*** Rewards point by our Brand
Standard.Furthermore, the property was sold in July to a new company and if there was any outstanding reward points that ware to given to him during this stay from March 25- July 7,He would need to enquire with that company. Be well,Claudia

May 25, 2016*** *** *** *** St.San Francisco, CA 94110*** Dear Mr***: Thank you for your comments concerning Marriott’s Look No Further Best Rate Guarantee program. Please accept our apology for any frustration this matter may have caused
you. The Look No Further(SM) Best Rate Guarantee does not apply to rates that are publicly available, such as negotiated corporate or group rates, or discount rates offered only to members of groups or individuals who meet previously-specified criteria, including *** members, seniors, government employees, or Marriott Rewards members. *** charges an annual fee for members therefore; we were unable to compare the rates to *** which is not a publicly available. In additions, to review all Marriott Look No Further(SM) claims, a reservation must be made through any Marriott Reservation Channel (meaning our Worldwide Reservations Centers, a Marriott hotel, or an official Marriott Web site). The reservation must be an active booking. Your booking was cancelled before you send the claim. Thank you for taking the time to bring your concerns to our attention. Sincerely, MsLine K*** MsLine K***Corporate LiaisonMrMarriott’s OfficePhone: ###-###-####Fax: ###-###-####***

The guest had four rooms reserved and the $is an authorization to cover incidental charges. The hotel's assistant manager has completed a three way call with the guest and *** Prepaid Card Services. The hotel has released the funds on its end but *** Prepaid Card
Services will not release the funds to the guest for 30-days. - Sara T***, Corporate Liaison, MrMarriott's Office of Consumer Affairs

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The businesses response in no way shape or form addresses the inadequate service I received nor does it provide resolution to the fact I was unable to enjoy any aspect of my stay at their propertyThe only response MrH*** seems to be focusing on is the billHe failed to address why he lied when assuring me the final bill was what I received at check-out, nor does he provide any explanation for the numerous issues encountered during my stayHis response is unacceptable as it does not explain nor justify the way I was treated as a guest and a Marriott Rewards Memberhis explanation fails to address the reasons why his property failed to represent or follow the core values of the brand he represents, Marriott InternationalI reported this incident and complaint with the Revdex.com because as a long-term customer and member of the Marriott loyalty program, I expected the same level of customer service as I have experienced at all of their other properties over the past decadeThe Marriott Marquis- Washington DC, FAILED to provide me accommodations to my satisfaction, exacerbated my pre-existing condition as a disabled veteran, and ILLEGALLY charged my credit card without my knowledge or permissionIf MrH*** is representing this is how the Marriott now does business, I am requesting a FULL REFUND of my stay as well as cancellation of my Rewards Membership and discontinuance from any and all correspondence from Marriott InternationalI am confident I will receive higher level of customer service staying at another chain or even a Salvation Army shelter than what was received at the Marriott Marquis
Regards,
*** ***

We have reached out to the guest to explain Marriott Rewards redemption reservations are for standard rooms and at Residence Inns, a standard room is either a studio or a one-bedroom suite. We have advised the guest we will work with her to find a weekend this summer when we have enough
availability to provide her with a complimentary upgrade to a two-bedroom suite. She is very happy with our efforts on her behalf.- Sara T*** *** *** *** *** *** ** *** ***

We e-mailed the guest and apologized the reservationist failed to advise her it takes several days for the Marriott Rewards Credit Card by *** takes several days to be linked to her Marriott Rewards account. As a token of our apology, we deposited 45,Marriott Rewards points into her
account. This is adequate for a free night in any Marriott hotel worldwide

Revdex.com of Metro Washington DC
Aug
to me
---------- Forwarded message ----------
From: *** ***
Date: Sat, Aug 16, at 10:AM
Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: "[email protected]"
I reject their responseIt was charged, as I stated, by the *** Resort in ***, TNThey said they would credit it back two weeks ago and I have not received it yetCertainly if they can identify it than so can the coorporate office
Sent from my *** Phone

Sent the following e-mail to the guest:*** *** *** Thank you for contacting us via the Revdex.com. Marriott International has been made aware of a series of fraudulent telephone calls being made in different parts of the world where the caller offers a complimentary
stay at a Marriott hotel to entice the person taking the call to listen to a sales pitch unrelated to Marriott. This practice, known as “scamming”, typically incorporates a company’s branding in order to get someone to provide personal information or buy a product or service. Marriott International has a long standing commitment to protecting the privacy of the personal information that is entrusted to us. Marriott has not provided any information to the parties involved in these fraudulent calls. If you receive a suspicious telephone call, especially for a contest you did not enter, we urge you to not provide any personal information, especially credit card information. Instead, simply end the phone call. We regret you are being bothered by individuals who have nothing to do with Marriott International and hope they will quickly move on. Sincerely, Joseph JR*** ***Corporate LiaisonMrMarriott’s Office

See Attachment

The hotel sent an e-mail directly to the guest, as follows:Good Afternoon *** ***:I spoke with you that Saturday morning to set up your transportation to the cruise port and I wanted to reach out to you and apologize again regarding your experience with us. I've personally reached out to
Marriott Rewards, and have gotten your comp certificate to extend until March 18th of next year. Also, we are sending you a $check as part of your elite benefit since we were not able to honor your reservation on top of taking care of your room and tax the night you were in Fort Lauderdale. Please allow - weeks for the check to arrive to the address we have on file for you. I want to again apologize for the experience you had. Please let me know if I can be of further assistance *** ***.Warmest Regards, Robert J*** Assistant General Manager Courtyard by Marriott Fort Lauderdale Plantation *** ** *** ***Plantation, FL *** (P)***(F)***

From: Jillian A*** [mailto:[email protected]] Sent: Thursday, May 19, 8:AM To: *** Cc: P***, Kimberly; RI, Orangeburg NY GM Subject: Internet Issue at the Residence Inn by Marriott, Orangeburg NY Dear Mr*** How are you? I am responding to a letter
from the Revdex.com that has been referred to meWhile researching the issue of your account being hacked please note that our IT provider does raise the bar on security by performing a number of tasks like Port blockingWireless networks in hotels are not a secure network similar to other establishments such as *** etcAs this is considered public space transient networks, encryption is not possible compare to traditional enterprise environments where networks, network access and data transmission are tight controlled with mechanism such as data encryption. We would need as a hotel to create a security key and provide this key to our guests, however once we do that, the network is once again insecure because now that guest could share the key with others With Port Blocking provided by the hotel's IT provider, this actually restricts one user from seeing another user's computer and dataIn addition, each connection is behind a NAT Firewall keeping data thieves off the network and out of the guest's computers The Internet, however, is not a secure placeOnce the computer starts transmitting data on the Internet, there is no guarantee that the data transmitted will be securedThis is why all of our guests need to understand that they are agreeing to a standard terms of service before accessing the Internet at a hotelBelow is an excerpt from the Terms of Use for the Residence Inn in Orangeburg for your reviewAs a guest of our Residence Inn by Marriott in Orangeburg NY you would have had to agree to these terms in order to access our internet systemThe terms of use are available to all guests and devices before they access the InternetIt is a link on the Welcome page presented before access to the Internet is granted Security You expressly acknowledge and agree that there are significant security, privacy and confidentiality risks inherent in accessing or transmitting information through the Internet, whether the connection to the Internet is facilitated through wired or wireless technologyThese security issues range from interception of transmissions, loss of data, or the introduction of viruses or other programs that can damage your computer or networkACCORDINGLY, YOU AGREE THAT THE COMPANIES SHALL NOT BE LIABLE FOR ANY INTERCEPTION OF TRANSMISSIONS, LOSS OF DATA, FILE CORRUPTION, HACKING OR DAMAGE TO YOUR COMPUTER OR NETWORK THAT RESULTS FROM THE TRANSMISSION OR DOWNLOAD OF INFORMATION OR MATERIALS THROUGH THE SERVICE We certainly empathize with you not being able to access your account and do apologize for the inconvenience experiencedI have attached a copy of a refund for your stay with us in the amount of $Please let me know if we can be of any further assistance Yours in hospitality, Jillian A*** CHA | Regional Director of Operations/General Manager Hampton Inn & Suites - Yonkers *** *** Boulevard | Yonkers | NY | M###-###-#### | F#-###-#### | C###-###-#### Email: *** Website: www.hamptoninnyonkers.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I do not live in the Springfield, OH area and Becky offered for me to come back to their establishment to be mistreated again by AndyI informed Becky that I cannot return to a place of business that justifies Andy's behavior telling a customer to leave because I did not tip him for horrible serviceBecky didn't offer to refund any charges to my credit card for the drink that I purchasedBecky is being dishonest just like I doubt if she 'counseled' Andy on Marriot's policyNow I have to make sure Andy did not provide himself a tip, waiting for this charge to process on my credt cardBecky is not being honest with our conversation.
Regards,
*** ***

Dear Revdex.com,
I will except the companies offer to refund my money in US dollars for all jewelry purchased including US $for the necklace set and US $for two additional pair of earrings I have canceled the card and therefore am not able to put the refund on the card I am in the process of trying to arrange a trip back to India but it does take time as I am not based in Detroit where the trip originates I will inform the business as soon as I am able to return to India*** ***
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
Inbox
x
Revdex.com of Metro Washington DC
Jul (days ago)
to me
---------- Forwarded message ----------
From: *** ***
Date: Mon, Jul 21, at 10:AM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: "[email protected]"
This complaint should be closed
*** ***
Sent from my ***, possible odd spelling errors

The General Manager of the property has advised us that he has contacted Mr*** via e-mail and advised him all parking charges are being rebated. It may take to days for this credit to appear on his credit card

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 liabilityMarriott 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