Marriott International, Inc.

The Director of Guest Services at the hotel reports that even though the reservation is non-refundable and prepaid through [redacted] and passed the point where it could be cancelled without a penalty, the hotel has offered the guest a one-night complimentary weekend day stay valid for one year. ...

This is the best the hotel can offer under these circumstances.

Dear [redacted] Thank you for writing the Revdex.com regarding your reservation at the Bethesda Marriott North Hotel and Conference Center.  Your correspondence was referred to me, and I would like to express our sincere apologies for any frustration or inconvenience you may...

have experienced. Many members want to secure rooms for Marriott Rewards redemption several months in advance knowing they will earn more points during future stays.  For their convenience, we permit these reservations to be booked without sufficient points, but there is a responsibility of the member to accrue enough points before their arrival date.  They may be purchased for $12.50 per thousand if the required number is not earned in time.  If sufficient points are not available upon arrival for the stay, the member will be charged the hotel's best currently available paid rate.  Your original reservations required 11,000 Marriott Rewards points and $60 cash per night, for a total of 66,000 points and $360 plus tax for the three rooms; however, you did not have any points in your account at the time you booked them.  As we want your check-in to be problem-free and to avoid challenges when you arrive, we always make a diligent effort to notify guests in advance if they have insufficient points.  A message would have appeared when you booked online indicating more points were needed to complete the reservation.  Our Marriott Rewards Member Services office sent you an e-mail on 8/24 to advise you did not have enough points to complete these reservations, and they called you and left a voicemail message advising of the same. Although you had insufficient points for these reservations, you chose to stay; therefore, your rate was changed to the best available rate of $113 per room per night, and this was written on all three room key packets when you checked in.  We recognize you were surprised to be charged much more than previously anticipated, and for that, we are very sorry.  As a one-time exception, the hotel has reduced your rate for all three rooms from $113 to $94 per night plus tax.  The difference has been refunded to your credit card and should show on your account within three to five business days.  We are grateful for your feedback regarding our Marriott Rewards program and will take your comments into consideration as we strive to find new and better ways to reward our guests.  We hope to welcome you again soon in the traditional spirit of Marriott hospitality. Warm regards, Alexander M[redacted] Corporate Liaison Mr. Marriott’s Office Marriott International, Inc. E-mail: [redacted]@Marriott.com Phone: ###-###-#### Fax: ###-###-####

[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: This same adjuster previously said that I should not have gotten off the golf cart path. There were no signs posted the day we played indicating "stay on cart path" which is usual and customary if carts are not to leave the path. Otherwise, it is usual play to leave the path and carts were all over the course in various areas that day. They were stacked 3 deep at the tee box blocking the path with no Marshall to pace play and give everyone a chance to play the course as intended. Thus, the reason for my injury and loss of vacation in Palm Springs. What did this adjuster tell Revdex.com that she would do to resolve the issue and accommodate ? We want to know the reason they rejected our complaint. They will not tell anyone the reason. Revdex.com you should stand with us because of that reason!!!
Regards,
[redacted]

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.

From: P[redacted], Kimberly Sent: Thursday, September 14, 2017 4:50 PM To: '[redacted].com' Subject: Residence Inn Minneapolis St. Paul/Roseville experience Dear [redacted], Thank you for your additional correspondence with the Revdex.com regarding your stay at our...

Residence Inn Minneapolis St. Paul/Roseville.  Since our response of September 8, 2017 (attached) our position remains the same.  As we have now exhausted all efforts to explain this to you, we consider this matter now closed and no further correspondence will be sent. Sincerely, Kim P[redacted] Kim P[redacted] Corporate Liaison Mr. Marriott Office  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. From: P[redacted], Kimberly  Sent: Friday, September 08, 2017 4:56 PM To: '[redacted].com' Subject: Residence Inn Minneapolis St. Paul/Roseville experience Dear [redacted], Thank you for taking your time to contact Mr. Marriott’s Office regarding your experience with our Residence Inn Minneapolis St. Paul/Roseville.  We appreciate your comments and I am pleased to respond. I can certainly understand your frustration with the being charged for July 3, 2017 when you arrived at the hotel on July 4, 2017 at 3:00 AM. In the hotel business, any check-in prior to noon is considered the day prior.   Please be advised as you checked into the Residence Inn nine (9) hours prior to the hotels’ check-in time (noon) the hotel is not able to waive that additional night charge as you were in the hotel during this time. While we understand your request, we must respectfully decline a refund on this charged.  Please be advised that I have researched all of the information that you provided and find the hotel was correct in charging you.  I also know that the Marriott Vacation Club International does not have a corporate office in California and your name does not appear as an associate for them.  The Marriott Explore rate is restricted to only Associates and their family.  [redacted], we value your patronage and sincerely hope we have the privilege of providing your lodging needs for many years to come. Sincerely, Kim P[redacted] Kim P[redacted] Corporate Liaison Mr. Marriott Office 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.

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 .

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.

[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]

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]

Dear [redacted]; Thank you for your correspondence to the Revdex.com. I have been notified of your concerns and was asked to contact you regarding your expired Marriott Rewards points. I appreciate your perspective on Marriott's new Points Expiration initiative.  As the survival...

of our company hinges upon the desire of our guests to return, your loyalty is very important to us. It is also important as a corporation that we act in the best interest of our company and shareholders.  Marriott Rewards points will now expire when an account goes two years without qualifying activity.  Some qualifying activities include staying at Marriott hotels, earning points from spending with a Marriott Rewards Visa credit card, and redeeming Marriott Rewards points for free nights.  The costs associated with unused points will be minimized under this new initiative, which will allow for great program enhancements for our active members.  You may visit http://www.marriott.com/rewards/terms/default.mi for more detailed information on how to prevent your points from expiring again in the future.  If you would like to apply for the Marriott Rewards Visa credit card, please contact [redacted] at ###-###-####. There were letters and e-mails sent to guests to allow an opportunity to utilize their points before they expired; however, I understand that you did not receive this communication.  You are a loyal and valued Marriott Rewards member; therefore, I have reinstated your expired Marriott Rewards points as a one-time exception.  Your current balance is 113,111 points, and your new points' expiration date is two years from today if there is no qualifying activity during that time.  If you have any further questions or concerns, please don't hesitate to contact me at your convenience.  We look forward to welcoming you in the near future.Alexander M[redacted]Corporate LiaisonMr. Marriott's Office###-###-####

[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]

Hello,
Ms. Carolyn S[redacted], Assistant Front Office Manager, contacted [redacted] today
The hotel is going to take off one night ($169) from [redacted]'s billed.
[redacted] accepted.
thank you,
Line K[redacted]

We have been unable to reach the guest via telephone so I have sent him an...

email letting him know we would be happy to assist him in resolving the matter but need additional information.  Specifically, we need to know the location and brand of the Marriott where he stayed, the date of arrival, the number of nights and the names on the reservations.  Once we have this information, we will work with Hotels.com to find an amicable resolution.
 
-        Sara T[redacted], Corporate Liaison, Mr. Marriott’s Office of Consumer Affairs

[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:Thank you for your comments concerning Marriott’s Look No Further Best Rate Guarantee program.  Please accept our apology for any frustration this matter may have caused you.  The Look No Further(SM) Best Rate Guarantee does not apply to rates that are publicly available, such as negotiated corporate or group rates, or discount rates offered only to members of groups or individuals who meet previously-specified criteria, including [redacted] members, seniors, government employees, or Marriott Rewards members.When one says “Look No Further”, a consumer hears I can trust a company which I presume has integrity like Marriott will offer the best rate.  you have Unfortunately, this is an extraordinarily misleading claim.  There are over 50 million seniors in this country…should they look no further?  I suspect [redacted] and [redacted] have tens of millions of members as well…should they look no further?  How many Marriott Rewards members do you have?  Do you really want to mislead the folks who you are trying to instill loyalty with (by the way, I am Starwood lifetime gold member which as you know is being purchased by Marriott and I’m frustrated enough to write this note).   [redacted] charges an annual fee for members therefore; we were unable to compare the rates to [redacted] which is not a publicly available.[redacted] is a travel agency…here’s what your website says about travel agencies: If you find the lower rate through a travel agency/travel management company or a Marriott channel, you will need to make a second reservation and submit both confirmation numbers on your claim. Marriott Customer Care will process your claim and cancel one of the reservation numbers as appropriate at no charge to you. If the comparison rate is found on a non-Marriott website, a second reservation is not required." In additions, to review all Marriott Look No Further(SM) claims, a reservation must be made through any Marriott Reservation Channel (meaning our Worldwide Reservations Centers, a Marriott hotel, or an official Marriott Web site).  The reservation must be an active booking.  Your booking was cancelled before you send the claim.We made an alternate reservation so that it was the same reservation type after a conversation with your team.  There was an active reservation; it was just on a different record.   Thank you for taking the time to bring your concerns to our attention.As I shared with you, I do not think that Marriott misrepresenting themselves in the public’s eye is appropriate.  I wouldn’t take the time to complain if it weren’t so gosh darn concerning what Marriott is doing.  They are claiming “lowest rate” but the terms are so restrictive, most use cases that consumers would expect to apply are excluded.  It’s like buying health insurance and finding out it doesn’t cover accidents, cancer or heart disease.
Regards,
[redacted]

This review is for the Lexington Hotel in New York City, which is a property of thr Marriott Hotel Group. We stayed at the Lexington Hotel from Sept 9-11, 2015 after booking our stay through the app Hotel Tonight. We used my boyfriend's bank card with TD Bank to hold the incidentals of $200. To date, on Sept. 21, 2015, this hold remains on his card. We have spoken with the bank, which directed us back to the Lexington Hotel, because they have not released the hold and assured us it was in their (The Lexington Hotel) hands. After several calls, we have either encountered rude service staff, runaround "connections", or no answer at all. This needs to be remedied immediately, as it is clear that the Lexington Hotel is lacking in both their customer service and good business practices. This has been somewhat financially crippling, and an inconvenience, to say the least.

[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:
The response from Marriott has resolved this matter.  I am very thankful for the quick response, a response that proves that Marriott does provide excellent service and is a customer-oriented business.The incident I had with the phone rep was hopefully just an isolated incident.Thank you!
Regards,
[redacted]

size="3">I sent this out to you as well as the guest on 02 July. I have already adding his points as well.
 
From: [redacted] Sent: Wednesday, July 02, 2014 10:43 AMTo: [redacted]Subject: letter for Revdex.com for **. [redacted]
 
FILE # [redacted]
 
Good afternoon **. [redacted],
 
Thank you for taking my call this morning.
 
As I mentioned, I will make a onetime exception and add the points for your past stay.
 
I’m sorry you don’t agree with our policy, but it has been in our terms and conditions since the beginning of the program.
 
As I mentioned the hotels sale the rooms to wholesalers at a discounted rate. At that point they own the rooms and they sale them at their rate. There are many wholesalers and many different rates given. (The hotel does take the loss of revenue by doing this, and the hotel has to purchase the award points.) This way they lose more money. I hope you understand and again I apologize this was not made clear to you.
 
If you will forward me the information of the hotel, date, and room cost I will add that stay to your account. ([redacted].)
 
Please see information below of how to earn points. (You can also view terms and conditions on Marrriott.com)
 
Kindest regards,
 
 
[redacted]
Corporate Liaison
Mr. J.W.Marriott
**. [redacted]
###-###-####
 
CC Revdex.com
 
 
Loyalty Rewards Stay Point Earnings
Contacts
Lodging
Loyalty Rewards
Marriott Vacation Club
Promotions
Rewards Schedule
RCDC
Loyalty Rewards Program Participation | Earning Options | Credit Qualifications and Exclusions
Member may receive credit for their room PLUS two additional rooms(Combined rooms must be paid for by member. Member should request consolidated bill at check-in.)
Marriott Hotels & ResortsJW Marriott Hotels & ResortsRenaissance Hotels & ResortsMarriott Vacation ClubMarriott Conference CentersMarriott Grand Residence ClubThe Autograph Collection
10 points per USD on room rate AND all incidental charges
 
The Ritz-Carlton HotelsGaylord HotelsCourtyard by MarriottFairfield Inn by MarriottSpringHill Suites by MarriottEditionAC Hotels by MarriottMoxy Hotels
10 points per USD on room rate ONLY
 
Residence Inn by MarriottTownePlace Suites by Marriott
5 points per USD on room rate ONLY
Points are redeemed from the Loyalty Rewards Schedule

I sent [redacted] an email with my direct contact information for future communications regarding his request.
[redacted] / Corporate Liaison

At first glance, one star review on Yelp might appear harsh. However, if you are interested in reading the depths of my experience, you might agree that a 'zero stars' option should be available for this critique.
My bride and I stayed at this hotel on the night of our wedding event held at San Diego Marriott LA JOLLA. The room was clean and comfortable. For just the hotel stay I would rate 4 stars. BUT...
If you plan to hold or participate in any event at this location, please read the reports from my guests, my loved ones regarding our collective experiences during my wedding reception dinner event here. I would not wish this upon my worst enemies.
This is a public awareness announcement regarding poor services and misconduct by a hotel that is not fit to be representative of a Marriott property, let alone a LA JOLLA area venue, so that future brides and grooms as well as any other guests would have second thoughts and make informed decisions regarding this hotel.
A. Hotel did not provide signage in the hotel to direct guests to wedding reception location until we complained, and they were tardy in placing the signs, resulting in displaced guests.
B. Staff poor service and rude attitude towards guests.
1. Bartender #1 poor service, including
a. delay of service (e.g. guests reported that at 6:00PM reception start time, Bartender #1 deferred guests to the Bartender #2 in the far end of foyer rather than serve the guests himself, and he started service minutes later approx. 6:10PM yet stopped service at 7:00PM resulting in less than one hour hosted bar service that was agreed on contract),
b. unprofessional verbage (e.g. guest reported Bartender #1 saying "What do you want?!" when guests especially non-fluent English speakers had miscommunication and/or indecision),
c. loss of temper (e.g. guest reported Bartender #1 with frustration with being unable to open a juice can and furiously tossed the can into trash bin as if pitching a baseball, in the presence of guests),
d. denied guests juice beverages when requested (guests reported Bartender #1 said juice is reserved only for mixing alcoholic cocktail drinks).
2. Server poor service, including
a. Lack of service (e.g. two guests reported that they were served vegetarian plates although they specified chicken plates, so server retracted the plates and said he/she would return with the correct plates, but never returned with any replacement plates; also many seated guests reported they were never served any wedding cake slices),
b. Lies about service (e.g. guests reported that staff stated that wedding cake was to be served only to guests who are seated at table, and that extra unclaimed cake slices were put on the cake table. I have photo proof that no cake slices were left on cake table at any time),
c. Refused service with unprofessional attitude (e.g. two guests reported that they were denied coffee orders, were told coffee not on menu, although coffee, as per contract, was on menu to be available upon demand; one of these guests also reported she saw guests at nearby table being served coffee, so she indicated that to the server, so continued to be rude and stubborn about coffee was not specified on menu) (e.g. Bride's sister reported that her son the bride's nephew was specified on name place card to have adult steak meal, yet server denied him the entrée and served him a kids meal instead, despite the clear indicator),
d. Delayed service (e.g. two children whose kids meals were served eventually one hour late after their parents already had been served meals).
e. Unsanitary service (e.g. when my aunt asked for more bread, the server took a leftover bread basket from a nearby table to serve her rather than get a fresh bread basket for guest; also when a guest asked for wedding cake, a server took a plate from another nearby table to serve that guest)
C. Food items incorrect appetizers (e.g. client ordered one hot hors d'oeuvres chicken skewers and one cold hors d'oeuvres crab on artichokes, but hotel served two cold items ahi tuna/cucumbers and crab/artichokes).
D. Food quality questionable (multiple guests reported the crab on artichokes hors d'oeuvres frigid cold and bitter tasting, spit and discard upon first bite).
E. Food quantity questionable (steak served was smaller than the 4 ounces entrée we sampled during the food tasting event prior to wedding event).
F. Wedding cake was not served to all guests who requested, as well as the remainder cake was never notified or offered to bridal party, and a significant amount remaining was discarded without informed consent by client.
G. Hotel provided only one type of hosted parking validation card that was discovered to be redeemable by guest either as hosted self parking (cost me $5 each) or hosted valet parking (cost me $15 each) as desired by guest, without client informed consent (originally hotel management claimed there were to be two types of parking validation cards—stack of one type for self parking, stack of the other for valet parking—to be provided for wedding party’s representatives to distribute by themselves with intent to self-monitor quantity of hosted parking), resulting in uncontrolled high numbers of hosted valet parking redemptions without wedding party’s informed consent.

The Hotel Operations Manager reported he spoke to the guest (who is in-house) and changed her rate to the group rate of $118 per night.  She was reported as very happy.