Marriott International, Inc.

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]

wd: Marriott Hotel / MArriott Vaction ClubInboxx Revdex.com of Metro Washington DCApr 9 (4 days ago)to me ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Thu, Apr 9, 2015 at 7:59 AMSubject:...

Marriott Hotel / MArriott Vaction ClubTo: [redacted]Good morning, I transferred a case for Marriott Hotels that should not have been transferred. The consumer’s name is provided below. If you would kindly transfer that complaint back to us here under the Marriott Vacation Club file, I would greatly appreciate it. I apologize for any inconvenience this may cause. [redacted] Thank you, [redacted], Consumer Affairs RepresentativeRevdex.com Serving Central Florida1600 S. Grant StreetLongwood, FL  32750               p: 407-621-3300 EXT.314f: 407-786-2625[redacted]Revdex.com.org Start With Trust® Description: SME_facebook.jpgDescription: SME_twitter.jpg

From: C[redacted], Debra
Sent: Wednesday, April 13, 2016 10:04 AM
To: '[redacted].[redacted]'
Subject: Marriott response
 
Good morning [redacted]:
 
Thanks for your letter to the Revdex.com
regarding your experience with our Detroit Brighton Courtyard. ...

We
appreciate your comments and I am pleased to respond.
 
We do not underestimate the disappointment and angst you
felt when you discovered the hotel was unable to allow you to increase the
number of attendees.  As we discussed, fire codes limit the number of
occupants and your request to include additional guests would have exceeded the
maximum capacity of the meeting room.  I was pleased to learn the hotel
offered alternatives but regret the options suggested did not resolve the
issues surrounding your event.  Finally, the hotel is unable to allow
guests to bring in alcoholic beverages due to the restrictions the city of
Detroit has placed on the hotel’s liquor license.  We regret any
inaccurate information you may have received regarding these limitations. 
 
[redacted], when we spoke on April 11, 2016, I notified
you the charge of $185.50 was being reversed and advised you that behavioral
matters will be addressed internally.  Our records reflect these actions
were taken.  We realize you have a choice when traveling and hope we will
have the opportunity to welcome you as a guest in the future.
 
Warm Regards,
 
Debra
*. C[redacted]
Debra *. C[redacted]
Corporate Liaison, Marriott International
 
cc:  Revdex.com
 
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We wasted employee hours trying to reach the hotel and filing the complaint, hours that could have been spent in a productive manner. We also lost the use of the money for 2 months for no reason at all. We believe it is only fair that (in addition to refunding the money that was wrongfully taken) the hotel compensates us for our efforts to correct THEIR mistake.

The hotel General Manager is contacting the guest via email to apologize and offer to contact the guest's financial institution in order to release the authorization.- Sara T[redacted], Corporate Liaison, Mr. Marriott's Office

From: M[redacted],...

Nasser Sent: Thursday, November 06, 2014 9:37 AMTo: [redacted]Subject: JW Marriott San Francisco | Letter to [redacted]
Dear [redacted],
Please allow me to begin by extending our sincere appreciation for choosing the JW Marriott San Francisco. Mr. S[redacted], President & Chief Executive Officer, has requested that I respond on his behalf regarding your recent experience in our hotel. On behalf of the staff, please accept our apologies for the lapse in service. The items you have pointed out are valid and will be addressed immediately to our leaders to prevent this from reoccurring. It would be my pleasure to credit your Marriott Rewards account 10,000 points for the inconvenience. 
Please contact me or my assistant, Ida P[redacted], at [redacted]@marriott.com when you are ready to make your travel arrangements. [redacted], we value your loyalty and hope this will not deter you from visiting us in the near future. If there is anything more I can do to win your confidence, please do not hesitate to let me know.
Respectfully,
 
Nasser M[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]

Ms. Lisa H[redacted] of our staff has placed numerous calls to [redacted] and has left messages on her answering machine that we wanted to discuss her concerns with her.  To date, we have received no response from [redacted] and we are closing the issue due to non-response.

We have contacted the guest via email.  Although we are unable to replace her [redacted] anniversary certificate, we have added 25,000 points to her account as a gesture of goodwill.- Sara T[redacted], Corporate Liaison, Mr. Marriott's Office of Consumer Affairs

We have contacted the guest via email and let him know that due to the...

issues with his guestroom and his poor experience in our Bistro, we would refund the smoking recovery charge in full.
-        Sara T[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
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 [redacted] members, seniors, government employees, or Marriott Rewards members.When one says “Look No Further”, a consumer hears I can trust a company which I presume has integrity like Marriott will offer the best rate.  you have Unfortunately, this is an extraordinarily misleading claim.  There are over 50 million seniors in this country…should they look no further?  I suspect [redacted] and [redacted] have tens of millions of members as well…should they look no further?  How many Marriott Rewards members do you have?  Do you really want to mislead the folks who you are trying to instill loyalty with (by the way, I am Starwood lifetime gold member which as you know is being purchased by Marriott and I’m frustrated enough to write this note).   [redacted] charges an annual fee for members therefore; we were unable to compare the rates to [redacted] which is not a publicly available.[redacted] is a travel agency…here’s what your website says about travel agencies: If you find the lower rate through a travel agency/travel management company or a Marriott channel, you will need to make a second reservation and submit both confirmation numbers on your claim. Marriott Customer Care will process your claim and cancel one of the reservation numbers as appropriate at no charge to you. If the comparison rate is found on a non-Marriott website, a second reservation is not required." 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.We made an alternate reservation so that it was the same reservation type after a conversation with your team.  There was an active reservation; it was just on a different record.   Thank you for taking the time to bring your concerns to our attention.As I shared with you, I do not think that Marriott misrepresenting themselves in the public’s eye is appropriate.  I wouldn’t take the time to complain if it weren’t so gosh darn concerning what Marriott is doing.  They are claiming “lowest rate” but the terms are so restrictive, most use cases that consumers would expect to apply are excluded.  It’s like buying health insurance and finding out it doesn’t cover accidents, cancer or heart disease.
Regards,
[redacted]

Good Morning,
Thank you for bringing this matter to my attention today.  Please know that my office will contact our guest and work with the property management on resolution.  I will keep your office posted on the resolution.
Sincerely,
Debi H[redacted]
Manager
Corporate Guest...

Relations
The Ritz-Carlton Hotel Company, L.L.C.
###-###-####
[redacted]@ritzcarlton.com

[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: I did not check out late and I did not sign any where that you guys can charge my Credit card.... If I'm wrong, provide the proof!! 
I was harassed from the minute I arrived because they told me they were getting paid only $89 from [redacted], while rooms were going for $209... that is not  business etiquette! If they wanted more money, they should have not negotiated with [redacted]! Not lie and charge someone's card without their permission!  Absolute anti-[redacted] thieves!!  If there's a policy in place that you charge a full day for checking out a few minutes late, that should be disclosed clearly prior to check in!!
Nowhere was it written and signed that if one checks out late they will charge your credit card $209 for the few minutes! 
I would appreciate to have the authoritative people in the business be notified of the nasty thieves employed at that location!
Thank you,[redacted]

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: I still don't have my points and I feel like there should have been more done because of my inconvenience this caused me to be late on two payments .. Woman who was working on this only called me once 
Regards,
[redacted]

I am responding to the Revdex.com regarding [redacted]’s second denial.
We have apologized for any misunderstanding of the Marriott Rewards program.  We have clarified the terms and conditions of the Marriott Rewards program, specific, the enrollment promotion [redacted] enrolled in on August 21, 2014.  In order to qualify for a free night stay/certificate the guest was required to stay two separate stays at a Marriott property, within four months of signing up with the program.
We feel we have come to an impasse, our decision will remain, we are unable to honor [redacted]’s request for a refund.
Marriott Customer Care

I have more photos. It's more information is needed new please let me know

[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:
I've repeatedly tried to talk to Marriotts customer service about this.And I assume you'd know I have an online rewards account. It doesn't show all my stays since 2012. Can you please send me a copy of all of those nights.You still have not addressed why the nights were not credited unless I called and asked for them to be credited; you fail l over and over again to address this issue?Here's the email from [redacted] stating that they've credited 12650 points. As per my telephone conversation with Manager [redacted] from [redacted] yesterday, he said "I've credited 12650 points to your account, I don't know why marriott is not giving you those points and I can't help any further!" I'm sure this has happened to my account more than once and I'm very concerned about my lost credit for nights and points since 2012 because this 2014 is the first time I'm closely monitoring my nights/points. You've also failed to address this concern, explaining how do you guarantee that points/nights are credited accurately? Because clearly from the above mentioned case and the case from [redacted], they're not!EMAIL:On Wed, Apr 2, 2014 at 10:49 AM, [redacted] <[redacted]> wrote:> Hello,> Have you had a chance to look into this yet?>> On Tue, Mar 25, 2014 at 9:12 PM, [redacted] <[redacted]> wrote:>> Hello [redacted],>> I don't have 12650 points in my account as you mention, instead I have>> 9650, 3000 less!>>>> 03/21/14>> Type: Stay>> [redacted], DC [redacted] Hotel>>>> 03/07/14 - 03/10/14>>>> 9,650 points>>>> (5,100 base + 2,550 elite+ 2,000 extra)>>>> On Fri, Mar 21, 2014 at 2:26 PM, [redacted]>> <[redacted].[redacted]> wrote:>>> Good afternoon **. [redacted],>>>>>>
I would like to apologize for the delay in processing your points and
also for any confusion that we may have caused.>>>>>>
If you check your account you should have a total of $12,650. I called
Marriott rewards to make certain that they added the additional points.
We also added some from the hotel. The breakdown is>>>>>> below.>>>>>> Your points per dollar spent is                                          $5,100>>>>>> You also have %50 of that amount which is                $2,550>>>>>> Breakfast points =                                                                 $1,500>>>>>> Platinum arrival amount =                                                  $500>>>>>> Points for booking the stay =                                            $2,000>>>>>> Points that I added for the inconvenience =              $1,000>>>>>> Total points =                                                                           $12,650>>>>>> Thank you very much!>>>>>>>>> [redacted]| CONTROLLER OF ROOMS>>> [redacted], DC [redacted] Hotel | 1143 New Hampshire Ave., NW| [redacted], DC 20037>>> t: ###-###-#### f: ###-###-####>>> [redacted] Hotels.  Live Life to Discover.>>> renhotels.com  |  [redacted]/renhotels |  [redacted]/renhotels>>>
Regards,
[redacted]

Tokyo Marriott Hotel is a category eight hotel and requires 40,000 points for one night.
Guest was short 3,550 points hence the reason for being billed for Reservation Confirmation: [redacted].
As a gesture of our goodwill to resolve we gave the guest the 4,000 points needed and ordered the [redacted]...

award for 40,000 points that was required.  The Tokyo Marriott hotel then refunded the guest credit card, this will reflect in 7-10 business days.
We can not comply with the request of a FREE NIGHT (40,000 point value).

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: I met with Claudia prior to filing this complaint and she said she would get back to me regarding a possible resolution on the following Friday.  I never heard from her and this is the first response since.  NO resolution to this issue has been offered by this company.
Regards,
[redacted]

Associate counseled on customer service skills and how to handle situations under pressure. As a good will gesture, hotel General Manager offered to have [redacted] return to the hotel and would take care of...

the charges.