Marriott International, Inc.

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

I have today added 1,940 points (5 times 388) to the account.  I will ensure your suggestion is provided to the individuals involved in these activities.  Thank you for bringing this to our attention.

Received notice of full refund from the merchant. Awaiting credit on the card itself. Thank you.

From: [redacted]...

[redacted] Sent: Friday, September 12, 2014 11:58 AMTo: '[redacted]'Subject: Marriott Look No Further
September 12, 2014
[redacted]
[redacted]
[redacted]  [redacted]
[redacted]
Dear [redacted]:
Thank you for your correspondence regarding Marriott’s Look No Further Best Rate Guarantee program. 
Please accept our apology for any frustration these matters have caused you.  As you were previously advised, the Look No Further (SM) Best Rate Guarantee must still be available at the time Marriott validates the claim.  A comparison rate must be reservable by the general public and the verifiable by Marriott.  After an additional review of the screen capture you supplied it did not show what date was entered to receive the rate information depicted.  Most websites will list a rate and then when you try to complete a booking at that price present a notification that the rate has changed or the hotel is no longer available.  Therefore, to fully verify a rate it is necessary to advance to the point in the reservation process where the site is requesting payment information.  Look No Further must deny your claim under Marriott’s terms and conditions.
We regret the difficulty this has caused you.  We trust you understand our position on this issue and hope it will not deter you from staying at Marriott.
Sincerely
Ms. Line K[redacted]
Ms. Line K[redacted]
Corporate Liaison
Mr. Marriott’s Office
Phone: ([redacted]
Fax: ###-###-####
[redacted]

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.

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: ###-###-####

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®

[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]

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

We have attempted to explain the rollover night calculation to Mr. [redacted] in every manner we know how.  He is Platinum Elite and the formula provided earlier (89-17-75=0)will apply.

Dear
Revdex.com,
I
spoke with this guest and the hotel...

regarding her claim this morning. 
Our
reservation history shows that her reservation was booked under [redacted] instead of [redacted].  The hotel was unable to locate the
confirmation that she made with our reservation center. Unfortunately, due to
the name confusion her email confirmation was sent to: [redacted].com instead of: [redacted].com.
The
guest had told me that the General Manager of the hotel advised her that the
name was spelled much different than it was. When I advised her that our system
automatically records every change made to a reservation, she became upset and
hung up the phone on me.  As a courtesy, the Fairfield Inn & Suites
Atlanta Airport South/[redacted] is issuing a refund of her reservation.
In
closing, this guest has received a full rebate for this reservation that was
booked under [redacted] instead of [redacted].  I have apologized for her
issues, and advised her that no further compensation will be forthcoming.
Sincerely,
Kim
P[redacted]
Corporate
Liaison
Mr.
Marriott Office of Consumer Affairs

The Hotel contacted the guest on 7/7/2015 and extended apologies for the difficulties encountered.  The hotel also refunded $199 to the guest as he had requested.
Joseph * R[redacted]., Corporate Liasion, Mr. Marriott's Office, ###-###-####

Called [redacted] and offered our apologies for the manner in which her concern has been addressed by the hotel and their insurance carrioer.  I advised her I was unable to alter the decision made by Liberty Mutual Insurance but due to her value as a Gold Elite member, I offered her 40,000 points and she accepted.  Provided guest with my contact information should she require any further assistance.
Debra *. C[redacted]
Debra *. C[redacted]
Liaison, Mr. Marriott’s Office
Phone:  ###-###-####
Email:  [redacted]@marriott.com
Facsimile:  ###-###-####

[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]

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]:
We are in receipt of your Better Business Complaint. 
Unfortunately, we are unable to identify which Marriott, if any, may have charged you.  Does your charge show an actual location or...

specific name of the hotel?  If it does, we would be happy to review this further for you.
We would also suggest you dispute this unauthorized charge through your bank for futher investigation and to identify the actual merchant.
Sincerely,
Michelle L[redacted] / Corporate Liaison / ###-###-####

October 6, 2014
New Roman">
[redacted]
Email: [redacted]
Dear [redacted]:
Thank you for your correspondence to Revdex.com regarding the challenges you experienced when contacting our Reservation department.  It is always a pleasure to hear from our most loyal guests.
Please accept our apologies for the frustration you encountered and the service you received.  This is certainly not typical of the service we provide our guests.  We always strive to ensure that the level of service is consistent with Marriott standards.
We have shared your comments with the General Manager of our Central Reservation and asked to express the importance of providing quality service to their staff.  As a gesture of goodwill 10,000 Marriott Rewards points was posted to your account. 
Thank you again for taking the time to bring this to our attention.  We look forward to the opportunity to provide you with the exceptional service and accommodations you expect and deserve from Marriott.
Sincerely,
Line K[redacted]
Central Regional Liaison
Mr. Marriott’s Office

[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]

Our team was able to cancel the whole transaction and return all the  points and credit charges back to the them and we covered the change fee.

July 23, 2015
 
 Dear [redacted],
 
I am writing to you on behalf of the Gaylord National Resort and Convention Center regarding your most recent stay.  Thank you for taking the time to communicate with us why your experience at the Gaylord National did not meet your...

needs and exceed your expectations. From the nature of your comments, it is apparent that we fell considerably short in our efforts to provide the service and accommodations you have come to expect from [redacted].
 
First, I would like to deeply apologize that some items in your room were discarded by a member of our housekeeping team. It is definitely not a common occurrence, and it should not have been treated as such. Our top priority is to provide all of our guest’s clean and safe accommodations with outstanding service. Being a loyal [redacted] customer, we have let you down and that is something we take extremely serious. Secondly, I would like to also apologize that any member of our staff left you feeling like you were not a valued guest. It is completely unacceptable that you had to go through such an ordeal during your stay, and I would be equally as frustrated if I encountered the same issue. Whether you travel for business or leisure, there is nothing worse than having your items discarded, or misplaced. It is our responsibility to make sure that things like this never happen, and if they do that we do our upmost best to make it right. This is definitely not the impression we would want you to have of Gaylord National, and I completely understand your disappointment and dissatisfaction. Finally, I want to apologize once more that you were not compensated for the items lost by our staff. Our guests are very important to us, and we will work with all of our agents to make sure more compassion is being shown to our guests needs. The fact that we failed you it is unacceptable.
 
Please be assured that your comments and observations have been forwarded to upper management, housekeeping management, as well as front office management. I would also like the opportunity to regain your confidence, and demonstrate our commitment to customer service; by applying an extra 10,000 points to your [redacted] Rewards account. Understandably, nothing can erase what has happened during your recent stay, however please accept our sincere apology. We appreciate your feedback as it will assist us in striving for flawless service. It will also allow us to show every guest the service they not only expect, but deserve.
 
Thank you for your time, and if there is anything else I can assist you with please do not hesitate to contact me.
 
Respectfully
 
Lottie S[redacted] | Customer Care Response Team
 
Gaylord National Resort & Convention Center
201 Waterfront Street, National Harbor, MD 20745 
P ###-###-####  F ###-###-####
 
GAYLORD HOTELS.  NOW PART OF THE [redacted] FAMILY OF BRANDS.
GaylordNational.com | [redacted].com/GaylordNational | [redacted].com/Gaylor...⇄