Marriott International, Inc.

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.

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.

[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,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: ###-###-####

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,

[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 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...

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

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 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

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],Thank you for your email regarding your experience at the Fairfield Inn Niagara Falls.  Your concerns to the Revdex.com has been referred to me for a response. Please accept our sincere apologies for the frustration this has caused.  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.  I have been advised by the General Manager Troy that all holds were released.  I was advised the phone messages have been left for you as well.  You can expect a call again today from the hotel executive office as well.  It may be best to have a conference call with the bank, the hotel manager and yourself to determine what is causing the delay.   Please be assured that your business and your loyalty is important to us.  We appreciate you taking the time to write, and hope you will give us another opportunity to serve you again. Kind regards, Jennifer D[redacted] Corporate Liaison, Mr. Marriott's Office Phone: ###-###-####  Email: [redacted]@marriott.com

Revdex.com:I have received a phone call...

from Shannon D[redacted], the Manager of Fairfield Inn and Suites Spokane, regarding the full refund. I explained to her my address ([redacted], Coquitlam BC [redacted]) and was advised that a cheque will be issued in my wife's name, [redacted] and mailed to my address.I am satisfied with the response from Mrs. D[redacted] and will contact her again if there is a problem with the refund.
Regards,
[redacted]

The General Manager spoke to the guest and explained how authorizations differ from charges and that in this case, she had not been double-charged but authorizations had been made which have now expired.  As a courtesy, the General Manager has sent her a $100 gift card.  She stated...

she was satisfied with this resolution.

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

You were charged $209 + tax for staying past checkout time. You were informed that late checkout was not available and would be charged a full day for staying past 12 noon....


 
You were credited back one night to your credit card for the [redacted] reservation.
 
We will not be offering any refunds.

[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]

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.

Dear **. [redacted],

face="Calibri"> 
Thank you for bringing this issue to my attention.  It is true as a matter of policy and state law (Innkeeper’s act) that we aren’t responsible for items in the guest rooms or items left behind that are not secured in the Hotel’s safe.  However, it appears that there is a discrepancy in our procedure with handling your shoes, which gives me pause about our role in the missing phone not being recovered.  Because of this discrepancy and other unknown variables – we will be reimbursing you for replacement value of the [redacted] cell phone a value of $148.00 as you requested.  Please accept my apologies for the considerable “red tape” that you had to sort through to find a resolution.    I appreciate your patience,  I will process this check request immediately with the hopes that reimbursement will be processed within a few weeks. 
 
Thanks you again for staying with us.
Regards,
[redacted] NP 
Director of Hotel Operations
[redacted]
 
[redacted] Marriott [redacted] | [redacted], MA [redacted]
Direct: ###-###-#### | Fax: ###-###-#### | Mobile: ###-###-####

Dear Revdex.com,   Marriott Claims and [redacted] have come to an agreement and papers signed.  Issue is closed.   Diane K[redacted] Corporate Liaison Mr. Marriott’s Office