Marriott International, Inc.

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 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]

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]

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.

[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]

[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]

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.

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

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

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

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.

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

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

size="1" face="Helv">
-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 hotel refunded the guest on April 30, 2015.  I have spoken with the guest and apologized for the duplicate charge.  I also added 5,000 points to his Marriott Rewards account for his inconvenience.
-        Sara T[redacted], Corporate Liaison, Mr....

Marriott’s Office of Consumer Affairs

Here is the response sent to the guest…………………………….

class="MsoNoSpacing"> 
Mr. Marriott has requested that I respond to your letter on his behalf. 
 
Your original reservation was made with a non-refundable advance purchase.  Rules for our advance purchase are made very clear and the room was held for you making it unavailable for sale during an extremely busy time.  Hence, we will not be refunding you the no-show fee that you were charged.
 
We have no record of your complaint regarding the cleanliness of the room until making us aware of it after your departure.  If we had been informed while you were in house, you would have been moved to another room immediately.  We care greatly about every guest’s experience. We take hotel hygiene and sanitation very seriously and our housekeeping department has strict standards to follow.   Obviously, our housekeeping team did not give your room a thorough enough cleaning and for that we are extremely sorry.  I have asked our finance department to refund $50.00 toward the cost of your room for that night.  Thank you for bring these issues to our attention.  It is through this type of feedback that we continuously hone our product and services to our guests.  I sincerely hope you will give us another opportunity to serve you in the near future.
 
[redacted]
Director of Operations

The General Manager reached the guest and apologized; she is processing a full refund for the guest.  It will take 3 to 5 business days for the credit to process to his credit card.  The guest appeared happy with this solution.

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

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.

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.

class="MsoNormal">Debra M. C[redacted]
Liaison, Mr. Marriott’s Office
Phone:  ###-###-####
Email:  [redacted]
Facsimile:  ###-###-####

We have made numerous attempts to contact the guest and find out from him at which hotel this incident occurred.  AS of today, we have not received a response from the guest.  Without knowing what hotel, we are unable to assist.