Marriott International, Inc.

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.

Dear **. [redacted]:
We are in receipt of your Revdex.com complaint regarding
yes"> Marriott Rewards Elite Rollover Nights.
 
Marriott Rewards Elite Rollover Nights is a benefit that allows Elite members to carry forward additional nights to the next year.  After a member has earned enough qualifying nights to earn or renew an Elite status in 2013, all additional nights earned will be applied to 2014.  For example, Platinum Elite members that earned 85 nights in 2013 will have 10 nights applied to their Elite night count for 2014.  This means they will only need to earn an additional 65 nights during 2014 to renew for the following year.
You may view your rollover nights in your account online under the “Nights Detail” heading by accessing the “Overview” section of your account.
 
More information is available at:
 
https://www.marriott.com/marriott/eliterolloverFAQs.mi
 
Please do not hesitate to reply should you have any additional questions or concerns regarding the benefits of Elite Rollover Nights.
 
Thank you for choosing Marriott.
 
Sincerely,
[redacted] / Corporate Liaison / Mr. Marriott's Office

------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Tue, Oct 28, 2014 at 3:58 PM
Subject: FW: Revdex.com Complaint Submission
To: [email protected]
Revdex.com,
 
When will a response to the complaint be sent? Nothing has been received from Revdex.com or Marriott
 
[redacted]
 
Tel: ###-###-####
Fax: ###-###-####
E-mail: [redacted]
Web: [redacted]

The General Manager of the hotel has spoken to [redacted] and is refunding 100% of the charge.  He is taking that action today and it may take 3-5 business days for his financial institution to process the credit on his account.  [redacted] was very satisfied with this result.

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

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.

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]

From: C[redacted],
Debra
Sent: Wednesday, April 13, 2016 2:40 PM
To: '[redacted].[redacted]'
Subject: Marriott response
 
Good afternoon [redacted],
 
Thanks for your letter
to the Revdex.com regarding Marriott’s Look No Further Best Rate
Guarantee.  We...

appreciate your comments and I am pleased to respond.
In order to qualify for Marriott’s
Best Rate Guarantee, you must follow the process as outlined online at either http://www.marriott.com/help/rates-faqs.mi or http://www.marriott.com/online-hotel-booking.mi.  The steps outlined state you must first
book your reservation through a Marriott channel, then find a lower rate
elsewhere and finally file a claim within 24 hours of your initial reservation
with our Look No Further team.  You may submit the claim form online, or
call toll-free from within the USA, Puerto Rico, US Virgin Islands or Canada at
1-800-771-LOOK (5665). 
In reviewing our
records, I was unable to locate a reservation booked through a Marriott Channel
or a record of a claim being filed.  Your letter detailing the steps you
took also confirmed the process was not followed.   We regret we will
be unable to comply with your request for the discount.
 
[redacted], we value
your business and your continuing patronage is very important to us. 
Although we are unable to provide you with the refund we have taken the liberty
of adding 5000 points to your Marriott Rewards account #[redacted].  We
look forward to welcoming you to a Marriott sometime soon.
 
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,
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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: ###-###-####

The General Manager reports he contacted [redacted] and she agreed with a refund of 233.36 and was very satisfied.

Member actually had 45,306 points in his account with no account activity in the preceding 24 months, which caused the points to expire.  All points were restored to member's account as of 9/14/16 and expiration date was extended to 9/14/20.

[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:
Sara has never spoken with me, therefore, she is unable to make an appropriate determination of any course of action because she is being given information from one source. She didn't try to reach out to me either. No one has from Marriott despite promises to do so.  They are creating lies in an effort not to return my money and that will be addresses in court with a judge. They should be held accountable for their actions and they are not. Instead, they are hiding behind computers and telephonez, deflecting and telling lies as they go along, to perpetuate a false sense of help and understanding. NO ONE has done anything for me as a favor- I was not made aware that I was double charged because I supposedly checked out late until TODAY. Hence me saying they make up things as they go along. I hope no one patronizes this place. It's full of fake people with no morals that lie and refuse to be accountable. 
Regards,
[redacted]

You have duplicated this issue--complaint #[redacted] & complaint #10343919 are identical issues
Ms. [redacted] has been communicated with on several occasions regarding the mattress/box spring she purchased from Hotels at Home (ShopMarriott).  In corresponding with Hotels at Home, I have been assured, they only sell one foam Mattress for ShopMarriott and it is the product that was sold and shipped to Ms. [redacted].  It is the exclusive mattress for Marriott and is the same bed that is in the catalog and online.    
Ms. [redacted] was provided this bed set at a discounted price and it was shipped free of charge.  After a couple of months, Ms. [redacted] contacted us again, stating the mattress was uncomfortable and she wanted to return it.  She was aware this product could not be returned.  Marriott notified her she needed to contact Hotels at Home and when she did they suggested she purchase the mattress topper used at our hotels and she refused, even though they offered the mattress topper at a discounted rate. 
Hotels at Home advised if she can supply them with a photograph of the law tag, they will be able to confirm if she received the correct mattress set.  Ms. [redacted] has refused this offer as well.
Ms. [redacted] is stating the mattress she ordered listed a 9” mattress and 10” foundation and according to her measurements, she has a 7” mattress and an 11” foundation.  There is a very specific method that needs to be used in order to properly determine the depth of a mattress.  Hotels at Home stated they are not aware of how Ms. [redacted] made her measurements.
Hotels at Home can be contacted at (800)311-0708.

From: C[redacted], Harmeet Sent: Friday, January 22, 2016 4:53 PMTo: [email protected]: [redacted]Subject: ID [redacted], Order Number [redacted], [redacted]
 
 
Dear [redacted],
 
Greetings from Frenchman’s Reef Marriott Hotel. Please see...

attached our  reply to [redacted] that was sent on 13th Jan 2016.
 
Please allow me to explain. We have charged [redacted] the correct amount.
 
As you can see from the attachment, that the LNF rate was $158.25 and not $84. 75. Hence for 3 nights at LNF rate, the charge would have been
$158.25 x 3=                                         ...⇄ /> Resort fees of $45 x 3 =                        $135
10% tax at                                       ...⇄ $47.48
TOTAL   CHARGE    =                              $657.23
Hence instead of adjusting all the 3 night from $195.00 to $ 158.25, we charged  [redacted]
$195.00 for 2 nights =$390
and adjusted her final night to $84.75 instead of $158.25
To reflect a total of $390+ $84.75 + resort fees of $135 + 105 tax at $47.48 =$657.23. There was a charge of $96.44 which was a separate food & beverage bill.
 
I hope this all makes sense. However, if you do have any further questions, please feel free to reach out to me.
 
Best regards
 
Harmeet C[redacted] | Hotel Manager  | Frenchman’s Reef and Morning Star Marriott Beach Resort | [redacted] St Thomas USVI | Office: ###-###-#### I Mobile: ###-###-#### | Email : [redacted]@marriotthotels.com
Stunning Room Views @ Frenchmansreefmarriottviews.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.

[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:
Regards,
[redacted]

July 9, 2014Dear [redacted]:Thank you for your email to the Revdex.com regarding the stay at the [redacted] Courtyard. We appreciate your comments and I am pleased to respond on behalf of Marriott International.I apologize for any frustration you have had with this...

matter. I have spoken at length with General Manager Sean O’[redacted]. The hotel’s records reflect Sean checked you in and remembers being provided your Marriott Rewards number and your credit card. The credit card records confirm this card was swiped into the system on 6/16/14. Additionally, you responded to a Guest Satisfaction Survey with the same email address that was on your reservation. [redacted], our records could not reflect a swipe on your credit card if it was not physically presented to the hotel. If you were not present at the hotel, is it possible your credit card was stolen? Have you had any other unauthorized charges to this account? I have enclosed with this email the Guest Satisfaction Survey and the folio stating that your card was physically swiped. If your card was stolen I would encourage you to notify your credit card company. I would also check to see who has access to your email account as a precaution.[redacted], although we regret your continuing frustration in this matter, we remain unable to offer compensation due to our findings. We again apologize for these unfortunate circumstances and hope to welcome you as a guest in the future.Sincerely,Diane K

The General Manager of the hotel Rachel M[redacted] spoke with [redacted], apologized and advised it was an error by her associate.  They have issued a refund of the additional charges to his account.

The Divisional Vice President of the managing company reached the guest and apologized.  He promised to return all 40,000 points used for the stay to the guests' account.  They were reported as satisfied with this outcome.

[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]