Marriott International, Inc.

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...⇄

[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]

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

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]

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
 
This communication contains information from
Marriott International, Inc. that may be confidential. Except for personal use
by the intended recipient, or as expressly authorized by the sender, any person
who receives this information is prohibited from disclosing, copying,
distributing, and/or using it. If you have received this communication in
error, please immediately delete it and all copies, and promptly notify the
sender. Nothing in this communication is intended to operate as an electronic
signature under applicable law

[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]

[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]

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

[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]

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

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

[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]

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.

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

[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]

[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]

The General Manager advises he has spoken to [redacted] and is giving her a $37 per night discount on her rate.  This will be in the form of a check which will take 3-4 weeks to process.  He is giving her 15,000 Rewards points for her stay and Mr. Marriott's Office will manyally post 8...

nights to her stay total at year-end.  [redacted] and the GM are resolving a matter of points due as compensation for an alleged pest problem which will happen today.  She seems satisfied with this resolution.

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

Dear Revdex.com,
General Manager Jeff D[redacted] has spoken to [redacted].  She was advised that there was nothing that can be done about the lost items at this time.  Jeff spoke to her and apologized again.  He talked about how things could have been handled differently and I did explain that their Housekeeping Manager was not trying to be dishonest with her… she was actually out sick several days that week.  Jeff did inform her that they did look for the items immediately but they did unfortunately; drop the ball in communicating that the items were not found in a timely manner.
Regards,
Diane K[redacted] Corporate Liaison Mr. Marriott's Office