Marriott International, Inc.

------- 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]

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

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.

[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]

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

[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.

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

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

“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...

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,
and promptly notify the sender. Nothing in this communication is intended to
operate as an electronic signature under applicable law.

Fwd: [redacted] Resort & Casino - (Revdex.com: consumer complaint #[redacted])Inboxx Revdex.com of Metro Washington DCAttachmentsJan 6 (9 days ago)to me ---------- Forwarded message ----------From: Lorraine D[redacted] <[redacted].com>Date:...

Tue, Jan 6, 2015 at 1:12 PMSubject: [redacted] Resort & Casino - (Revdex.com: consumer complaint #[redacted])To: [email protected], [redacted]Dear [redacted], Thank you for contacting us with your concern. Please find attached 2 folio's: Folio #1 - states the amount charged and immediately reversed on the day of departure, this total US$1.275,76 includes the bottle of [redacted]. Folio #2 - states all the charges you made to your room while on property excluding the bottle of [redacted], which sums up to US$1.271,26. This is the end total charged to your credit card. Hope to have informed you accordingly and please do not hesitate to contact you for further assistance. Kind regards,  LORRAINE D[redacted] | EXECUTIVE SECRETARY[redacted] Resort & Casino | [redacted] Oranjestad, ArubaT +297.523.6110  F +297.582.8731[redacted] Hotels. Live Life to Discover. [redacted]aruba.com I [redacted].com/[redacted] I [redacted].com/renaruba
 The information in this email is confidential and intended solely for theaddressee(s). Any views or opinions presented are solely those of the author anddo not necessarily represent those of [redacted]. or its subsidiaries. If youare not the intended recipient, be advised that you have received this email inerror and that any disclosure, distribution, printing, forwarding or copying isprohibited and may be unlawful.Please notify the sender if you have received this email in error.[redacted]. and subsidiaries are not liable for the proper and completetransmission of the information contained in this communication, or for any delayin its receipt2 Attachments
 
Revdex.com of Metro Washington DCJan 7 (8 days ago)to me ---------- Forwarded message ----------From: Lorraine D[redacted] <[redacted]@aruba[redacted].com>Date: Wed, Jan 7, 2015 at 9:11 AMSubject: Re: [redacted] Resort & Casino - (Revdex.com: consumer complaint #[redacted])To: [redacted] <[redacted]>, [email protected]: Lisa T[redacted] <[redacted]@aruba[redacted].com>, [redacted] <[redacted]@aruba[redacted].com>, Paul G[redacted] <[redacted]@aruba[redacted].com>, Zulaika B[redacted] <[redacted]@aruba[redacted].com>Dear [redacted], Please allow me to send this to our Accounting department - Lisa T[redacted]. Lisa, Can you look into details on the charges made to his credit card on November 10. Thank you, LORRAINE D[redacted] | EXECUTIVE SECRETARY[redacted] Resort & Casino | [redacted], Oranjestad, ArubaT +[redacted]  F +[redacted] Hotels. Live Life to Discover. [redacted]aruba.com I [redacted].com/[redacted] I [redacted].com/renarubaFrom:        [redacted] <[redacted]> To:        Lorraine D[redacted] <[redacted]@aruba[redacted].com> Cc:        [email protected] Date:        01/07/2015 12:06 AM Subject:        Re: [redacted] Resort & Casino - (Revdex.com: consumer complaint #[redacted]) THIS IS INCORRECT.  Sadly this will be the third time I've Emailed you about this situation.  You have ignored my first two Emails.  I sincerely hope you read this Email and respond.  I have TWO charges on my credit card.  One charge was processed on 11/14/2014 and was for $1,271.26.  This charge is correct.  I have no issue with this charge.  Another charge was processed on 11-10-2014 and was for $4.50.  THIS CHARGE WAS NEVER RETURNED.  I did not use the bottle of water and I was charged for it.  THIS IS THEFT.  IT WAS NEVER RETURNED TO ME.  I'll summarize below:Charge processed on my credit card for 11-10-2014  - $4.50 Charged Processed on my credit card for 11-14-2014- $1,271.26 Total Charged Processed on my credit card for trip - $1,275.76I went to speak to my bank and they confirmed that the $4.50 which was charged on 11-10-2014 was never returned.  They told me to get it back through them, I would need to dispute the charge through [redacted].  However, if I do this, I'll have to cancel all my credit cards and get new cards.  I would prefer for you to give me back the money that is rightfully mine.  You can Email me those folios from now to the end of eternity, but my bank statements show that you STOLE $4.50 from me.  If you don't believe me, I will fax my bank statements to the Revdex.com (I will redact my personal information and other charges of course).  I beg of you, please understand what I'm saying and please respond to my Email for once.Sincerely,[redacted]Revdex.com of Metro Washington DCJan 7 (8 days ago)to me Revdex.com of Metro Washington DCJan 8 (7 days ago)to me ---------- Forwarded message ----------From: Lorraine D[redacted] <[redacted]@aruba[redacted].com>Date: Wed, Jan 7, 2015 at 11:12 AMSubject: Re: [redacted] Resort & Casino - (Revdex.com: consumer complaint #[redacted])To: [redacted] <[redacted]>Cc: [email protected][redacted], We will process the refund, please allow us 5-10 business days for this to reflect on your account. Hope to have informed accordingly. Kind regards,LORRAINE D[redacted] | EXECUTIVE SECRETARY[redacted] Resort & Casino | [redacted], Oranjestad, ArubaT +[redacted]  F +[redacted] Hotels. Live Life to Discover. [redacted]aruba.com I [redacted].com/[redacted] I [redacted].com/renarubaFrom:        [redacted] <[redacted]> To:        Lorraine D[redacted] <[redacted]@aruba[redacted].com> Cc:        [email protected] Date:        01/07/2015 12:06 AM Subject:        Re: [redacted] Resort & Casino - (Revdex.com: consumer complaint #[redacted]) Revdex.com of Metro Washington DCJan 9 (6 days ago)to me ---------- Forwarded message ----------From: Lisa T[redacted] <[redacted]@aruba[redacted].com>Date: Thu, Jan 8, 2015 at 4:00 PMSubject: Re: [redacted] Resort & Casino - (Revdex.com: consumer complaint #[redacted])To: [redacted] <[redacted]>, [email protected] [redacted], Please be advised that I can't find the charge of $4.50 can you please send me a copy of your statement showing the $4.50 in order to check what the charge is. [redacted]iting your soon response in order to assist. Regards,LISA T[redacted] | CREDIT MANAGER [redacted] Resort & Casino | [redacted], Oranjestad, ArubaT +[redacted]  F +[redacted] Hotels. Live Life to Discover.        [redacted]aruba.com I [redacted].com/[redacted] I [redacted].com/renarubaFrom:        Lorraine D[redacted]/Aruba[redacted] To:        [redacted] <[redacted]>, [email protected], Cc:        Lisa T[redacted], [redacted], Paul G[redacted], Zulaika B[redacted]/Aruba[redacted] Date:        01/07/2015 10:11 AMRevdex.com of Metro Washington DCJan 12 (3 days ago)to me ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Sat, Jan 10, 2015 at 3:11 AMSubject: Re: [redacted] Resort & Casino - (Revdex.com: consumer complaint #[redacted])To: Lisa T[redacted] <[redacted]@aruba[redacted].com>Cc: [email protected], my home scanner is not working so I will either scan or fax it to you from my job next Tuesday.  Do you have a fax number I could use?Revdex.com of Metro Washington DCAttachmentsJan 12 (3 days ago)to me ---------- Forwarded message ----------From: Lisa T[redacted] <[redacted]@aruba[redacted].com>Date: Mon, Jan 12, 2015 at 8:04 AMSubject: Re: [redacted] Resort & Casino - (Revdex.com: consumer complaint #[redacted])To: [redacted] <[redacted]>Cc: [email protected], Lorraine D[redacted] <ld[redacted]@aruba[redacted].com>Dear [redacted], Please find attached copy of the charge of $4.50 with your signature approving this [redacted] charge. If you need any additional information please let me know. Regards, LISA T[redacted] | CREDIT MANAGER [redacted] Resort & Casino | [redacted], Oranjestad, ArubaT +[redacted]  F +[redacted] Hotels. Live Life to Discover.        [redacted]aruba.com I [redacted].com/[redacted] I [redacted].com/renarubaFrom:        [redacted] <[redacted]> To:        Lisa T[redacted] <[redacted]@aruba[redacted].com>, Cc:        [email protected] Date:        01/12/2015 03:38 AM Subject:        Re: [redacted] Resort & Casino - (Revdex.com: consumer complaint #[redacted]) Here is a copy of the charge.  The first page shows the transactions between myself and the [redacted] Hotel.  Obviously, I have redacted all of my banking numbers and other charges to protect my privacy.  The second page is the detail of the $4.50 charge with FI reference number listed as well. [redacted]iting your soon response, James [attachment "ArubaOvercharge.pdf" deleted by Lisa T[redacted]]Attachments areaPreview attachment [Untitled].pdfPDF[Untitled].pdfRevdex.com of Metro Washington DCJan 12 (3 days ago)to me ---------- Forwarded message ----------From: Lisa T[redacted] <[redacted]@aruba[redacted].com>Date: Mon, Jan 12, 2015 at 7:31 AMSubject: Re: [redacted] Resort & Casino - (Revdex.com: consumer complaint #[redacted])To: [redacted] <[redacted]>Cc: [email protected] Fax number [redacted]LISA T[redacted] | CREDIT MANAGER [redacted] Resort & Casino | L.G. Smith Blvd #82, Oranjestad, ArubaT +[redacted]  F +[redacted] Hotels. Live Life to Discover.        [redacted]aruba.com I [redacted].com/[redacted] I [redacted].com/renarubaFrom:        [redacted] <[redacted]> To:        Lisa T[redacted] <[redacted]@aruba[redacted].com>, Cc:        [email protected] Date:        01/10/2015 04:12 AMRevdex.com of Metro Washington DCAttachmentsJan 12 (3 days ago)to me Attachments areaPreview attachment ArubaOvercharge.pdfPDFArubaOvercharge.pdf Click here to Reply or Forward4.16 GB (13%) of 30 GB usedManage©2015 [redacted] - Terms of Service - Privacy - Program PoliciesPowered by Last account activity: 57 minutes agoDetails

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.

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.

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.

Travel agents who complete Marriott’s Hotel Excellence program are issued personalized certificates which entitle them to a Fam-Tastic®...

rate from $44 to $239 per night at participating locations.  They are limited to one room per agent for a maximum of four consecutive nights and the Fam-Tastic®   certificates must be surrendered at check in.  Agents are allowed up to seven stays per year, but only one stay per participating hotel per calendar year.  Guests who do not present a certificate at check in are provided the next best available rate.
 
This travel agent arrived at the hotel on April 12, 2015 and stayed one night at the Fam-Tastic® rate of $44.  During her stay she asked for her certificate back so she could return and stay on 4/18/2015.  The hotel declined her request to return the certificate and explained she could only use one certificate per hotel per year, for up to four consecutive nights.  The travel agent returned to the property again on April 18, 2015.  Since she had already redeemed her certificate, her rate was changed from $44 to $130 per night, plus tax.  She spoke with the hotel’s Front Office Manager at check out and received a reduction of $20 per night as a gesture of goodwill.
 
As the travel agent has been a Marriott Hotel Sales Specialist graduate since 2001, we are confident she is familiar with the terms and conditions of the program.  For this reason, we remain unable to comply with her request for an additional refund.
 
-        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:The terms do not say anywhere that you can limit what rooms in a category 1-5 the certificate is applied to - plain and simple.  Chase not only agrees with this, but tried to explain this to Marriott's people.  Marriott does not want to honor the certificates fully.  If Marriott has written rules which avoid applying the certificate fully, it is still Marriott  not honoring the certificate fully and it is not proper.  It is really that simple.   
Regards,
[redacted]

We have contacted the guest to apologize for his frustration.  He has accepted our apologies and agreed to give Marriott another chance.- Sara T[redacted], Corporate Liaison, Mr. Marriott's office of Consumer Affairs

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 guest had three rooms and was only being charged for two of the rooms.  The guest then had issues in one room of the rooms and was told that they would receive a refund on that room.  The guest was then charged again for the two rooms in error.  In total, the guest was...

charged for  four rooms. The guest has been refunded three of the four charges which is correct.

From: S[redacted],...

Jennifer Sent: Thursday, August 21, 2014 7:07 PMTo: [redacted]Subject: RE: tax exemption
 
Good evening [redacted],
 
I have submitted the request for the credit adjustment with refund to your credit card in the amount of $109.32.  It may take a few days to see the credit on your account.  Please let me know if you have any issues going forward and I’ll be happy to assist. 
 
In addition, if you do plan on returning in the future please let me know.  If we have the availability to upgrade your room to an atrium view I would be more than happy to do so.  Please let me take this time to personally thank you for your service to our country.  If I can ever be of any assistance feel free to reach out to me.
 
Sincerely,
 
JENNIFER S[redacted] | Accountant Generalist / Convention Billing
 
[redacted] Resort & Convention Center
[redacted], TN  [redacted]
P ###-###-####   F ###-###-####
 
[redacted] HOTELS.  EVERYTHING IN ONE PLACE.
[redacted]com | [redacted].com/[redacted]Resort | [redacted]
 
 
From: [redacted] [mailto:[redacted]] Sent: Wednesday, August 20, 2014 7:07 PMTo: S[redacted], JenniferSubject: Re: tax exemption
 
Thank you.  If you can do so and refund, please refund on the [redacted] ending in [redacted].  Due to federal regulations, I could not wait any longer and had to file my travel claim today and the other [redacted] is my federal travel card and the card has been settled with my account and claim.  I cannot be credited back on that one now.   
 
Jennifer...I appreciate you looking into this.  As I stated, I am/was a loyal Marriott customer.  I am from [redacted], hence the extra night there to visit family.  I come to Tennessee at least once a year from Florida and typically go to the [redacted] Music Festival by [redacted] that is held downtown.  This year, they did not hold the event.  I have stayed at the [redacted] while in the military and after retiring and working as a manager for [redacted], I attended several expos and conventions there.  This was my first time since the floods a few years ago.  I have been telling my wife how nice the [redacted] is for years and we had planned on staying there in the future when we travel back to Tn.  This has been frustrating and I certainly didn't think it was going to be such an ordeal, especially being on official travel.  Thank you for looking into this and someone finally doing something.  
 
R/
[redacted] 
Sent from my [redacted]
On Aug 20, 2014, at 7:06 PM, "S[redacted], Jennifer" <Jennifer.S[redacted]@[redacted]Hotels.com> wrote:
[redacted],
 
I’m more than ready to resolve this today.  I just wanted to speak with you to make sure I was doing it correctly based on the information I have and I simply needed your input.  It seems there are several people working on your behalf and I’m sorry that it has not been resolved as of yet.  I did leave a voice message for you on the phone number ###-###-#### associated with your Marriott Rewards Account.
 
Based on the information I have thus far, it seems that Paula B[redacted] (Accountant with [redacted]) sent information concerning tax exemption compliancy in the State of Tennessee.  I do apologize that the front desk agent was not able to explain this upon check in and that it has taken some effort by you to be addressed.  I am not able to  remove taxes due to our state law however what I can do is refund an amount equal to that to one of the credit cards you used as a credit adjustment from the hotel for any inconvenience. 
 
I’m showing the tax amount of $84.44.  Additionally, I looked at the parking charge and only saw one night of parking for $22.94 which I am more than happy to refund as well.  The total amount for parking and taxes is $109.32.    It generally can take 24-48 hours for the refund process and I just need to know which credit card you would like refunded.  If you need to split the credit between the two different cards please let me know.
 
Sincerely,
 
 
JENNIFER S[redacted] | Accountant Generalist / Convention Billing
 
[redacted] Resort & Convention Center
2800 [redacted] Drive, [redacted], TN  [redacted]
P ###-###-####   F ###-###-####
 
[redacted] HOTELS.  EVERYTHING IN ONE PLACE.
[redacted]com | [redacted].com/[redacted]Resort | [redacted]
 
<[redacted]