Marriott International, Inc.

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.

[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]

[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]

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.

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: ###-###-####

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.

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.

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###-###-####

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:  ###-###-####

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

Hotel reports guest bill was sent via e-mail with an apology from the property.

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

Response to guest regarding the [redacted] Resort & Convention Center
Guest was given a refund prior to receiving the Revdex.com complaint.  Guest was refunded $348.70.  Hotel advised guest the hotel did not...

have a reservation for **. [redacted].
Guest advised of refund for $105.02
The panel adjustment number is [redacted] for the refund of $105.02, to [redacted] ending in [redacted]
 
Please advise should there be any further questions.  Thank you!

Dear Revdex.com,Guest booked 2 rooms. A request for a crib was made on one room. At check-in a crib was not available for that one room and that room was discounted 50% as a goodwill gesture. General Manager Ravitesh Ram and Deanna M[redacted] advised the guest [redacted] the 2nd room would not be...

discounted due to there was no crib request for that room. We do apologize but the guest’s room will not be discounted 50%. Sincerely,Diane K[redacted]Corporate LiaisonMr. 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: This is what I have sent to the hotels management company and what I had requested from the actual Marriott itself, their Operations manager and had not received any response, thus having to leave the hotel.: I have been a long term resident since late June 2014 along with my very ill wife. An issue was brought to my attention around March 2016 by Cailin R[redacted], General Manager and Sidearis H[redacted], Operational Manager, about my bill not being charged due to them having a renovation and the office system was moved to a room during that time. Now during this time I had just come off of rewards points in which to use them I was told you have to have a $0 balance. So upon coming off my points and returning to pay my bill was in December of 2015, so going into 2016 I did not have a balance. But the management is stating that without telling me they had to take off a balance and add it back at the end of the year something or another. Now why I was not told this until March 2016, when I see Mr. H[redacted] around the property numerous times. Anyway, you don’t have to tell me to pay my bill, so I continued to pay my bill either on a Thursday after midnight when I come from work or that Friday when I come from work like clock work. Sometimes I may have gotten behind a few days or so. At the time I could not prove it why I was receiving all these rebates and/ credits to my account, never told why by your management. I have also noticed that my file’s history has been wiped out several times by Mr. H[redacted]. I noticed during the month of September I had paid my bill in cash the way I always do, the following week when I paid my bill that cash payment was turned into a rebate. I inquired about it when I paid my bill with the young lady Marney C[redacted] and she stated to me that Mr. H[redacted] was the individual who had made this change. Now staying at your hotel for so long I did not think I needed to keep my bills when I paid them, but thank goodness I had some from December of 2015 going forward after being approached about this issue of not being charged approximately $4000+ dollars. We have been so inconvenienced with this information being told me, I received no rewards for the entire year of 2016 up until I checked out on last night Monday, January 30, 2017. So imagine how much money I could have saved. To pacify the situation I was given 10,000 points from Mr. M[redacted] who works for Marriott upon telling him of the situation, he basically agreed with what the manager told him. Also in rebutting this issue with Mr. Marr I was given different reasons as to why this issue occurred, they never stuck to the original reason which is they system did not charge me. During my stay both Ms. R[redacted] and Mr. H[redacted] and the entire staff was very nice, but that relationship was tarnished in March of 2016 and further tarnished in September 2016 when I discovered that Mr. H[redacted] had changed my cash payment to a rebate. Now what I am proposing is that if any of the previous rebates on my account where made on days when I made a cash payment then they to were changed to rebates to look as if I had not paid. Also, one of your staff members informed me that Mr. H[redacted] had made a joke, that he was going to perform on Ms. C[redacted] by stealing the cash pot, a week or so later it really happened, he told this joke to Micheal one of the employees and Ms. C[redacted] told me later about it when this happened. I was in utter shock to even think that Mr. H[redacted] would do such a thing, also that your video system had been tampered with during this same incident to make it seem as though someone had tampered with it. My stay here was nice, comfortable for my wife and I, to have to move and put in this situation by Mr. H[redacted] has disturbed me dearly and I want some action to be taken and compensated for such inconvenience, paying for the entire year of 2016 and not to have received not one rewards point. Now upon me checking out on last night, I was told that my entire history had been wiped clean. I have receipts if they are needed not all but from about December 2015 to present day. Also the day that my cash payment in September was changed to a rebate, Ms. C[redacted] informed me that she saw Mr. H[redacted] in my account and stated to her suspiciously, that he was trying to make adjustments to my account. Also if you see the below emails upon me asking Mr. H[redacted] about the cash payments being changed he stated that he was going to look into it, but to this day I have not received any information or updates on this issue. I am proposing also that Mr. H[redacted]’s imprint is all over my account. Every time I asked him about discrepancies on my account he says he is going to look into it but never does, because he is the culprit making all these deceitful changes onto my account, also you might want to check other cash paying customers of which I was told that one customer had to go to the Mayor about the same issue. I would like to be compensated for my rewards points and whatever I was cheated during my stay. Also when checking out my deposit was not available. I look forward to speaking with you to further discuss this issue. Also, I stayed in Room 206 originally from June 2014, then Room 220 during the renovation, then Room 306. Sincerely, Mr. [redacted] 954-736-6840 Sent from Mail for Windows 10 From: Sidearis H[redacted] Sent: Wednesday, November 30, 2016 11:10 AM To: [redacted] Subject: Re: October 15th payment [redacted] I have been looking into your folio to see why it say rebate instead of cash payment. It look like it has still credit you account for the amount that you pay. Why it is show up like that I have look into it deeper. It look like its a mispost. But then it was credited to you account for the amount that you paid. Also I am try to lower the balance due on your account. I will get with you all as soon as I figure out something. Thanks for your patients . Sid From: [redacted] Sent: Monday, November 28, 2016 1:27 AM To: Sidearis H[redacted] Subject: October 15th payment Still waiting on a response from my my previous email about my October 15th payment being change from a cash payment to a rebate Thanks [redacted]
I would like to have all the rewards points that I would have accrued for paying the entire year and not receiving any points and whatever I was cheated out of for this error.I could not prove this before why I was receiving all these rebates on my account, because I did not have all of my previous receipts I only had a few, but when I made a payment in Sept of 2016 with cash and went to make a payment the following in cash I noticed on my bill for the previous weeks payment that it had been turned into a rebate. I asked why was a cash payment turned into a rebate that does not make sense, also upon checking out on January 31, 2017, I should have had my deposit of $100 returned to me and it could not be found. There was one individual person always handling accounts at the hotel and that was Sideris H[redacted]. I also want a complimentary stay sufficient of these inconveniences. If it had not been for this employee, I would still be at this hotel, which has been my home due to me working over the road.Date Sent: 2/8/2017 11:53:33 AMYes, it is connected to the previous complaint [redacted], at the time I could not prove as to why I was receiving so many rebates on my account.  In September I made a payment via cash as I always do, the following week I went to make another cash payment but noticed that my previous payment was changed from a cash payment to a rebate.  One of the staff members told me that the Operations Manager had made such change. I then contacted the Operations manager and asked why did this happen and was told that they would look into the situation but never did.  I was then asked to leave the hotel a few months later.  I believe that this has been a recurring thing that my cash payments have changed to rebates and this is why they are stating I am owing monies I do not owe during their renovation back at the end of the year in 2015 going into the year of 2016.  As I stated previously I was coming off of rewards points so I would not have had a balance.  Upon coming off of my rewards points I began paying my bill as usual.  The office was moved to a room and their system was having trouble during that time, this was told to me by one of their staff members.  So to come to me three months into 2016 and say that I was not charged is not my fault, as I did not need to be told that I was charged to pay my hotel bill.  I made my cash payments weekly as I did at the end of the week.  I had been at this hotel since June of 2014 and never had an issue with my bill until this time.  I feel I was cheated out of my rewards points for the year of 2016 and made of ashamed of because I was told to leave for an issue that was not my fault. I do have a copy of my bill but need to have it scanned into the system. Can I enter it at a later time, if needed. Thank youRegards,
[redacted]

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.

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.

[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]

[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:  It sounds like we are at an impasse, business has only addressed 1/4 of concerns and refuses to address further.  I propose that unless Marriott wishes to re-consider, this be closed as "Revdex.com found business made good faith effort to resolve complaint but customer not satisfied with business response"
Regards,
[redacted]