Marriott International, Inc.

Dear Revdex.com,I spoke with the guest today regarding her complaint.She never submitted a claim for Marriott's Look No Further Best Rate Guarantee Program.She called the Customer Care team and when she was advised she would need to speak with the Look No Further Best Rate Guarantee Team she told them she...

was being passed around and would be contacting the Revdex.com.  We cannot evaluate it to ensure her claim was processed correctly as she never submitted one.I have apologized to her for the way she feels but also advised her that we will not be providing her with any compensation for not submitting her claim.Warm Regards, Kim P[redacted]Corporate LiaisonMr. Marriott’s OfficeEmail: [redacted]@Marriott.comPhone: ###-###-####Fax: ###-###-####

Dear Revdex.com,
I checked on the customer service issue and the found that this was a wesite error.  I have contact the hotel and the hotel has refunded the guest.  I spoke to the guest and he is happy with the resolution.
Diane K[redacted]
Corporate Liaison
Mr....

Marriott's Office

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).

Response from Chicago Hotel Autograph Collection, complaint #[redacted]. Sent: Monday, August 15, 2016 7:57 PMSubject: Your recent stay at Hotel Chicago Dear [redacted], Your concerns to the Revdex.com has been referred to me for a response. After reading your concern I realized...

that this was not the first time I had heard this regarding your stay. I know there had been several interactions with our staff when you stayed with us earlier this month to try to accommodate your needs. I also know you reached out through our Marriott Customer care and shared your concerns as well and that is when my Director of Rooms reached out to you personally. We make every effort to not only satisfy our guests but to go above and beyond for each of them. We see that you have a future reservation with us at the end of this month and have already made special notes in your profile requesting the room be heated to 80 degrees per your preference given to our team while on property. We also have ensured we have a space heater available for you placed in your room upon arrival. It is true that during the peak summer months we do not have the heat circulating throughout the tower, however, there are ways around this that we can make it warm for you and the fact that we failed you during your last stay I do sincerely apologize. Thank you for voicing your concerns as it is the only way that we can continue to improve our leadership and team and focus on being proactive with our guests needs. If there is anything further I can assist you with prior to your arrival, please reach out to me personally so that I may ensure your stay with us goes flawlessly. Sincerely,

[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]

Mike M[redacted], General Manager advised the guest was contacted when they were notified of the guest's concerns.  They were able to accommodate the guest for a stay 9/14/15 - 12/10/15 at the government rate as he requested.
Debra M. C[redacted]
Liaison, Mr. Marriott’s Office
Phone: ...

###-###-####
Email:  [redacted]
Facsimile:  ###-###-####

Dear Mr. [redacted],
 
Thank you for contacting the Revdex.com regarding extending your family’s stay at the Durham [redacted] University Medical Center Residence Inn.  Your concerns have been referred to me for a response.  I am very sorry for the frustration this has caused during a very difficult time for your family.  Your comments are appreciated in our continuing effort to provide you, and our other guests with quality service.  Per Mr. Marriott’s direction each incident received is forwarded to the individual hotel for a response.  This serves as a training tool for each hotel, in order to improve on any service or product failures.  You can expect a response from the hotel executive office within the next two business days. Please be assured that your business and your loyalty is important to us.  We appreciate you taking the time to share your experience
 
 
Jennifer D[redacted]   Mr. Marriott's Office Phone: (###-###-####  Fax: ###-###-#### Email: [redacted]
Tell us why here...

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.

The General Manager reported that [redacted] used a debit card to establish credit upon check-in and a hold for $200 was placed on the card.  On May 5th, the date of check-out, a charge of $131.73 was placed on the card and the $200 hold was released.  The General Manager explained all of...

this to the guest on May 16th and the guest stated he was satisfied with the explanation.

[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]

[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 Mr. [redacted]:Thank you for your correspondence with the Revdex.com regarding your claim with Marriott’s Look No Further Team for the Cosmopolitan of Las Vegas, Autograph Collection. We appreciate your comments and I am pleased to respond.  I left you a voice message but...

wanted to follow up via email as well.We remain sorry for the challenges you encountered during this process.  We value the opinions and suggestions of all guests and will share your thoughts with the appropriate department within Marriott.  It is never good to hear a guest has had such an experience and we hope you will accept our sincere apologies for this event.  I understand that you had submitted your claim at 12:54 PM EST and you claim was processed at 9:15 PM EST pm April 18, 2016.  Marriott’s Look No Further Team does have 24 hours to process a claim once it has been submitted online and I am happy to see that they were able to process yours in just over eight hours.  I am sorry that you had cancelled your claim in that time frame.   This is a choice as a consumer you have, if you would like to wait for the claim to be processed knowing that the comparison site might not be available when they validate the claim.  This is why we offer our guest an additional 25% off the comparison rate if we are able to see that discrepancy.  Again, please accept our apologies for how this may have conveyed when speaking with Marriott’s Look No Further Team.For future reference, below is the web link to the Terms & Conditions of Marriott's Look No Further(SM) Best Rate Guarantee:https://www.marriott.com[redacted] Mr. [redacted], we value your business and your continuing patronage is very important to us.  We look forward to welcoming you for many years to come in the time honored tradition of Marriott hospitality.Sincerely,

Dear **. [redacted]:
We are sorry to hear of your continued disappointment with our responses.  All of the information you are seeking is stated on your Marriott Rewards online account and we are not sure why you are addressing them with the Revdex.com instead of seeking assistance through Marriott Rewards directly.  If you have not registered or set up your online account we will be happy to assist you.  Marriott Rewards ###-###-####.
Accessing Loyalty Account Information Online when Member is NOT Registered:
Access www.marriott.com / www.marriottrewards.com or [redacted]
Set up online password
Complete required fields in Membership Information
Complete required fields in Sign-In Information
Account information is available immediately upon successful registration
 
While we can understand other companies "rollover" programs may be different, we have made every effort to publish ours at:  WWW.MARRIOTT.COM/MARRIOTT/ELITEROLLOVERFAQS.MI
Upon review of Holiday Inn's terms for rollover nights which you mentioned their terms read: Elite Rollover Nights – Qualifying nights in excess of 50 nights will be counted towards a member’s Elite status qualification for the following calendar year. Elite Rollover Nights are only valid for one calendar year.  This is very similar to ours.  Remember all nights stayed with Marriott count towards your lifetime membership.
In addition, your stay at the [redacted] posted to your account on March 21 as 3 nights from March 7 - March 10 as follows:
2014-03-07
2014-03-10
 2014-03-21
BR [redacted], DC [redacted]
[redacted]
9,650
STAY
Points
Rewards breakfast
 
1,500
 
Points
BASE EARNINGS
 
5,100
 
Points
PLATINUM ARRIVAL GIFT BONUS
 
   500
 
Points
50% ELITE MEMBERSHIP BONUS
 
2,550
 
Points
 
**. [redacted], we appreciate the opportunity to clarify our programs, please let us know if we can be of further assistance to you.
[redacted] / Corporate Liaison

Fwd: [redacted] - Revdex.com email (From Mr, Marriott's Office)Inboxx Revdex.com of Metro Washington DCJan 6 (2 days ago)to me ---------- Forwarded message ----------From: D[redacted], Glen <[redacted]@renaissancehotels.com>Date:...

Tue, Jan 6, 2015 at 5:03 AMSubject: RE: [redacted] - Revdex.com email (From Mr, Marriott's Office)To: "[email protected]" <[email protected]>Dear Team, Please find below the email response sent to the guest in regards to the concern shared. Kind Regards, GLEN D[redacted]| FRONT OFFICE MANAGERRenaissance Mumbai Convention Centre Hotel & Lakeside Chalet Marriott Executive Apartments [redacted], Powai, Mumbai – [redacted].T +[redacted]  F +[redacted]Renaissance Hotels. Live Life to Discover.www.renaissancemumbai.com|[redacted].com/RenaissanceMumbaiHotel| [redacted].com/MarriottExecutiveApa
MR MGM email banenr (Mobile check in) - EnglishThis 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. From: D[redacted], Glen Sent: Tuesday, January 06, 2015 3:04 PMTo: '[redacted]'Subject: Fwd: [redacted] Dear Ms. M[redacted]. Greetings of the day!! Further to your concern share with our Marriott Customer Services team. I have personally gone ahead and spoken to the owner of the shop. He mentioned to us that you had also written an email to him directly and he guarantees that the jewellery was authentic however if you were still not happy with the same he will refund you the entire amount of INR 27000 that was charged to you back in cash on your next visit to the shop. He also mentioned that Incase if you have a colleague travelling anytime soon who could bring back the jewellery back to the shop he can have the refund handed over to your colleague too. Do let me know if I could be of any further assistance. 
 Kind Regards,GLEN D[redacted]| FRONT OFFICE MANAGERRenaissance Mumbai Convention Centre Hotel & Lakeside Chalet Marriott Executive Apartments [redacted], Powai, Mumbai – [redacted].T +[redacted]  F +[redacted]Renaissance Hotels. Live Life to Discover.www.renaissancemumbai.com|[redacted].com/RenaissanceMumbaiHotel| [redacted].com/MarriottExecutiveApartmentsMumbai |  [redacted].com/RenaissanceMum MR MGM email banenr (Mobile check in) - EnglishThis 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.

“The General Manager takes issue with several of the complaint’s statements and is of the opinion that the complainant  is worsening the conditions found for unknown purposes.  The observation of the conditions of the bathroom may not have met her personal standards but they did meet the...

general standards of the hotel.  When the guest called regarding a room change, we advised her we would be happy to move her into another room and she declined to change rooms.  We did leave a “goodie bag” for the guest, containing snacks generally accepted by other guests.   The statement of staying at Marriott because of the consistency is of some question, as the guest has stayed with Marriott 2 nights in 2017, 1 night in 2016 and 1 night in 2015.  The guest was referred back to the General Manager because it is Marriott policy that the general manager who was involved in the problem is required to be involved in the solution of the problem.   The 10,000 points that [redacted] seems to think so little of would cost her $125.00, if she were purchasing them.   The General Manager has already provided a written apology and has provided 10,000 points as a goodwill gesture.  Under the circumstances, we feel this is adequate compensation for the problem encountered and no further compensation will be provided.   Tell us why here...

Dear Revdex.com,
I have reissued the certificate for the guest for another six months.  Called guest and left a voice mail that the certicate was reissued with an extended date.
Diane K[redacted]
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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
 
When we checked out of this hotel on October 31st we spoke to the front desk about our bill as so far they had not gotten the charges right.  We were eating in the restaurant, when they brought us a bill showing charges for one room (room 424) for two nights ( October 29 and October 30), with each room charged $127.00 per night.  Again they had the wrong rate, so again we told them this was to be billed at the discounted rate available for Coliseum Health system patients and their families and again referenced the sheet we had obtained  from the hospital authorizing this.  They then left to correct this and when they came back they gave us a new invoice, adjusting $39 plus tax for each room, total was $159.00.  We reminded the individual that we had one other room, [redacted], and that this person had checked out the previous day, Oct 30, but since they weren't out before 11 a.m. we may be charged for 2 nights, versus  one, but ii should be for the same $89 discounted rate.  As by this time, we were trying to leave, they said they would handle it and send us the invoice.  This was the last I heard from them.  Therefore, I was surprised to see on my  [redacted] Credit Card bill the following charges and dates:
October 31, 2014      $ 166.79
October 31, 2014      $ 340.08
November 1, 2014    $ 159.44
October 31, 2014      $   60.00
Since I had spoken several times with several Marriott employees at this location about this, I decided to escalate and called the General Mgr. , Mark B[redacted].  He was out of the office on vacation, so I left him a lengthy voice mail about the issue.  He called back a week later, leaving a message on my voice mail and saying he had looked into the issue and he was satisfied that the billing was correct.  Since I knew it was not correct and I had proof, I have no idea how he arrived at this conclusion, nor did his voice mail provide any supporting rationale.  I called him back and told him I did not agree with his assessment.  He again provided no substantiation and said he would have Deloris in accounting call me.  Several days later, Deloris called me and it was during the conversation with her that I was shocked to find out we had been billed for a smoking violation in room [redacted].  She seemed to be surprised that I knew nothing about it and said she was going to make a quick call and would get right back with me. 
I heard from no one else until the day I filed this complaint.  The day after I filed the complaint  I received a call for Deloris and she apologized for never following up with me.  I again told her that we had not smoked in room [redacted].  The person there checked out on 10/30.  We were there on 10/31, why would someone not have mentioned this to us?  She seemed confused and said she would find the engineering report on this and email it to me this same day.  I never received it.  The next I heard was Mr. Mark B[redacted] replying to my complaint, now saying the alarm was tampered with the alarm went off, etcc, and that Deloris had sent me this report.  This is NOT true.  To date I have not received any report  and none of these events happened, at least not that we caused.  We were in the room right across the hall and heard none of this.  WE checked out the next day and no one mentioned it.  We never received any notice of this until I first spoke with Deloris.   I suspect that after the individuals in [redacted] checked out, the help actually did all the smoking , (if in fact this actually happened). 
I have disputed the erroneous charges with [redacted]. So far they have credited back to me $166.00 and $60.00, and they stated the reason as being the Marriott never responded  to their inquiry so the charges were being remove by [redacted].  This now leaves the $250 owed to me that was charged for smoking.
This facility is obviously mismanaged.   I don't know what is going on here but they obviously have some  employee training problems, accounting issues and after my experience with Mr. Mark B[redacted], I would say they also have some customer responsiveness issues and do not focus on customer care.
This business has done nothing to resolve my issue .
Regards,
[redacted]

To Whom it may concern,
This has been resolved. [redacted] was contacted on 09/29/2014.  As a gesture of goodwill, 15,000 Marriott Rewards points were credited to his Marriott Rewards account in addition to the 5,000 already provided.
Thank you,
Candice C[redacted]
Corporate Liaison

Please accept our sincere apologies for the frustration you have experienced.
The points have posted back to your Marriott Rewards account.

[redacted] was given an apology, a full refund of the charges for her stay and a gift certificate for a complimentary four night stay at the property when she returns to visit her family during Spring Break.  She was very satisfied with the outcome.