Marriott International, Inc.

[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]

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

Our associate Diane K[redacted] called and left a voice mail responding to [redacted] on August 15, 2014.  Per her notes:

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-called guest and left a voice mail that the rings could not be found and apologized.-advised that I did place 5,000 rewards points in her account as a good will gesture

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.

Accrued Points and Miles do not constitute property of the Member. Points accrued by a Rewards Program Member are for the Member's benefit only and may not be transferred to anyone except as provided below. Points are transferable to a legal spouse or domestic partner in the case of...

documented death of the Member. In addition, there is a limited exception for the transfer of Points to the accounts of friends or family. See “Earn Points – Transferring Points from One Account to Another.” Points are not transferable to another person for any other reason, including divorce or inheritance. Points cannot be bartered or sold for cash or other consideration. Any Points which Marriott Rewards deems in its sole discretion to have been transferred in violation of Rewards Program Terms and Conditions may be confiscated.

[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]

[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 listened to the problem and was very understanding and not only did she return the fee she also paid for transportation to the other hotel. Her service was fair beyond what was expected...

and greatly appreciated [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]

Tell us why here..Guest was contacted and advised that hold had been released, and they confirmed that they no longer show pending amount on their card.  Also apologized if they felt way hotel explained pending amount, made them feel as if they did not understand difference between charge and...

hold.  Guest was appreciative of call and follow-up.

Hotel lowered the rate to the correct government rate of $265 per night.  I spoke with [redacted] and advised him of this adjustment to the rate.  [redacted] accepted the resolution.
mso-no-proof: yes">Debra *. C[redacted]
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:  on the video it should state that I asked the front deck man so where can I go. He said I don't know maybe the hotel across the street.  The only reason the nice lady used her card is because the man upfront was asking me to go somewhere else. You are right the video does not lie.  You didn't do me a favor by letting me stay the next day. I had until 12:00 to check out. I paid for that night. When I talked to the genial an yesterday he said he was compensating me for 2 nights not 1. 
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.

As a courtesy the no show charge has been refunded to the guest.

Thank you for alerting us to the fact that you are receiving these calls and we apologize you are being contacted.This is part of an on-going scam being done by an international scamming ring which is not controlled by or in any way associated with Marriott International and whom are using our name...

without our permission.  They are able to mask their calls to appear to be coming from a local area code of the person being called.  They attempt to elicit personal information, including social security number and credit card information from those being called.  We urge you to simply hang up should these scammers contact you again; they seem to move on if they are unable to get any kind of response or information.  Our security division is aware of this and is working with federal and state authorities in an effort to bring this to a halt.

The hotel General Manager wrote Mr. [redacted] and apologized for the difficulties he had at the hotel and initiated a refund of the night's charges (Euro 188.02).  We sincerely apologized to Mr. [redacted] for the difficulties and placed 50,000 Marriott Rewards points into his account for the problems...

with Reservations and customer service.  Were Mr. [redacted] to purchase the 50,000 rewards points, the charge would be $625.00.

We have previously explained this issue to the former guest in as many ways as we can and we now regard his consistent rejection of our explanations as either a negotiating tactic or a delaying mechanism to avoid paying the amount due and owing.  We take the position that the time for explanations is past and the time for payment of what he owes is at hand.  We see ourselves at an impasse with this former guest and without action by the guest to pay his bill, we will no longer respond to any additional "rejections".  We reserve the right to take normal business steps to collect monies due.

I paid approx. $126 per night and stayed there 11 days. I paid approx. $75 for [redacted] and Taxis because there was no shuttles available .

Revdex.com:
I have reviewed the response made by...

the business in reference to complaint ID [redacted], and find that this response is accurate. We're highly disappointed that corporate just redirected us to the local business that failed to remedy the issue four time prior. It was as though they did not care enough to assist with the matter themselves.
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 guest's original email and our first response to her are copied below.  The 35,000 points were provided for her frustration with the booking process on the Vacations by Marriott website as well as her disappointment with the hotel.  [redacted]’s records demonstrate her statement that she did not receive her email confirmation until the next day and that the price of her package changed after she completed the purchase were not accurate.  All of the information she stated was not disclosed on the Vacations by Marriott website is disclosed on the website.  She did not contact Marriott International until after she used the package to fly to New Orleans and stay at the hotel which limited our ability to assist her.  She did call Vacations by Marriott Customer Service the same day she booked the package to ask if the package could be canceled and was told it was non-refundable.  She called Vacations by Marriott back two days later and mentioned the price discrepancy.Sara T[redacted], Corporate Liaison, Mr. Marriott’s Office of Consumer Affairs[redacted]Please forward my comments below to the CEO of Marriott Hotels and the Marriott Corporate Office Office of the Owner and or President/Highest Authority and the Vacations by Marriott ([redacted]) as soon as possible since I do not have their contact information and am unable to reach them after many attempts on my own to do so. Please contact me at [redacted].com once this has been completed. Thank you very much. Since your customer service representative at [redacted] “Natasha” was unable to resolve my online booking technical error in the cost of my vacation and also unable to cancel my reservation altogether after several attempts in cooperation with a Gold Elite Marriott.com representative I wish to request an arbitration proceeding. I wish to be reimbursed $ 800.00 US to correct the discrepancy in your pricing from what I approved and was confirmed online at time of booking. I also wish to be provided the 5000 Marriott reward points that are over due to me. I confirmed my travel booking on the Marriott.com website for $2,340.00 for a package vacation to New Orleans. However a day later received an email confirmation of my travel booking for $3,140.00. You provided me no reason for this increase in price. I am extremely frustrated and unable to afford this additional cost and seek reimbursement through my claim. It was never my intention to book with a 3rd party affiliate. It took me by surprise when I found out that I was not booking my reservation through Marriott on the Marriott.com website. Its like false advertising when the name [redacted] is mentioned nowhere on the Marriott site. In my mind it does not seem appropriate for [redacted] to sell their vacations on Marriott’s website. Not impressive but rather like a scam for Marriott members all around. Why do you not advertise who you are on the Marriott website? Honestly why would any Gold Elite member or any rewards member book anywhere else or with anyone other than Marriott. Your customer service representatives barely understand english and Natasha advised me she was on a boat and due to freedom of information unable to advise me of her working hours. She told me to call her back after she did some research to cancel my booking. When I tried to call back the office was closed. Your customer service staff can say nothing but that due to their policies they are unable to provide assistance. They even hung up on me a few times after over 45 minutes of being placed on hold. Ive never been more frustrated in my whole life. I just wished I could have cancelled the reservation. Avoid booking a vacation package from Marriott. I trusted that Marriott had integrity and ethics. I booked a package vacation that includes the airfare and was extremely disappointed. These packaged vacations by Marriott are not run by Marriott at all but rather a 3rd party affiliate ([redacted]) who branded their site with Marriott. In my mind this is false advertising and greatest deception of my life. You do NOT earn any elite nights or points for your stays. I am upset with Marriott.com for not mentioning to me or implicating that the package vacations by Marriott are a separate entity from Marriott.com. In my mind Gold Elite members have a right to know who they are booking their vacations with and Customer service representatives should be available and familiar to assist with reservation issues made under their brand and on the Marriott.com website. [redacted] is not mentioned anywhere on the Marriott.com website where I booked my trip. I recently booked my trip to New Orleans on Marriott.com and as a Marriott Gold Elite member naturally assumed that I could trust them as I have for the past 9 years. I confirmed the booking of my trip to New Orleans at $2,340.00 US total cost. However an email confirmation came to me a day later under the Marriott brand directly confirming the total cost of my trip to be $3,140.00. I initially though the cost was converted to Canadian $$ but that was not the case. I was unable to reach anyone at Marriott.com including the Gold Elite Rewards staff for assistance to resolve the $800.00 price discrepancy. I was also unable to reach Customer Service at the Vacations by Marriott ([redacted]) for resolution of the price discrepancy. I spent over 7 hours to inquire about the cost inaccuracy of my booking and why my booking of the hotel was not showing up on my rewards account as a future stay. The response I received was "Thank you for contacting Marriott. We appreciate the opportunity to provide you with information. We show that you have booked your reservation through Vacations by Marriott. In order to correct the error in the cost of your vacation and to add your Rewards number to your reservation you must contact Vacations by Marriott directly. You can contact Vacations by Marriott at [redacted].” Customer service at this number is non existent. They don’t speak english, are unable to assist due to policy. I spoke with a Natasha who advised she was on a boat and also under no supervision. They put you on hold for hours or hang up on you and do not explain the policy and unable to assist.That’s what Marriott.com did!!! No loyalty whatsoever. My intention for earning reward points for eventual free stays at you Marriott hotels were also squashed after being notified that I would not earn any points for this 5 day vacation to New Orleans. I only book through Marriott.com because of my affiliation with Marriott as a Gold Elite member. I’ve been ripped off by these package vacations by Marriott. I no longer trust Marriott.com to do what they promise on the website, or even to do the right thing, which is not use misleading advertising to sell you a vacation. Avoid the Courtyard by Marriott on [redacted] in the warehouse district. As a Gold Elite member they refused to provide free breakfast and also refused to compensate in lieu of Marriott points. This hotel is a total dive in an old warehouse ready to fall apart with barn beams and bricks and stained carpet and very old fixtures with very small dirty pool. It is also right next door to a electrical transformer station and the hotel entrance is from an underground parking garage. It is a grossly polluted area. The front desk GM could not provide me with an HDMI cord for the television and would not provide me a link or contact to post a review of his hotel. Do not stay here…there are tons of other Marriott hotels in the area that are well maintained. People in New Orleans are the friendliest most cheerful people in the world however.[redacted]From: T[redacted], Sara Sent: Tuesday, March 07, 2017 11:08 AM To: '[redacted].com' Subject: Marriott Response Good Morning [redacted], Thanks for writing Marriott International about the reservation you made with Vacations by Marriott for the New Orleans Convention Center Courtyard. Your email has been referred to me for a response. Guest feedback is very important to us! We were very sorry to read Marriott’s partnership with Vacations by Marriott and [redacted] caught you by surprise. As we are not an airline or a rental car agency, we use [redacted]’s platform to provide our guests with the ability to create all inclusive packages which provide extra savings and convenience. In addition to the URL at the top of the web page that displays when guests click on the “Hotel and Flight Packages” link on Marriott.com, the FAQ link at the bottom of the main Vacations by Marriott page takes guests to a list of frequently asked questions. The very first entry explains the platform is operated by Vacations by Marriott in partnership with [redacted]. We are very sorry for the disappointment that resulted from this situation. Marriott Rewards members receive a one-time addition of 5,000 Marriott Rewards points for each package booked via Vacations by Marriott. The points are posted within four to six weeks from the date of the stay. Apart from the 5,000 point addition, Marriott Rewards members do not receive Marriott Rewards benefits for reservations made via Vacations by Marriott. In addition, the continental breakfast benefit for Gold and Platinum members is not offered by Courtyard properties but is a benefit at JW Marriott, Autograph Collection, Renaissance, Marriott Hotels and Delta Hotels. We were also concerned to read your impressions of the New Orleans Convention Center Courtyard and the surrounding area and regret the hotel did not meet expectations. We value your business and as a gesture of goodwill, I have added 35,000 Marriott Rewards points to your account. This point addition is equivalent to a complimentary night at any category seven property such as the New Orleans Convention Center Courtyard or multiple nights for hotels in lesser categories. We again apologize for these unfortunate circumstances and hope we have the privilege of providing your lodging needs for many years to come. Warm Regards, Sara T[redacted] Sara T[redacted] Corporate Liaison, Mr. Marriott's Office Phone: ([redacted] Email: [redacted]@marriott.com