Marriott International, Inc.

[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]

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]

[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:
I need to know what Credit Card was used fraudulently during this hotel stay.
I was sent a form to review hotel and I answered it in frustration stating I wasnt there.
No credit card of mine was In Pennsylvania at any time. I have all my cards. This is offensive
that Im defending that I wasnt there. They can look at cameras and determine that it wasnt me.
I am requesting immediate info on credit number, bank credit card is from. I need to be protected
from further fraud via Marriot Corporation.
Regards,
[redacted]

From: [redacted] Sent: Tuesday, August 05, 2014 12:47 PMTo: [redacted]Subject: TownePlace Suites [redacted] DowntownOsvaldo,Mr....

Marriott has requested that I respond on his behalf in regards to your experience at the Marriott TownePlace Suites [redacted] Downtown. I would like to start off by extending my sincere apologies for the issue you encountered at our property. I completely understand your concerns and questioning of cleanliness of our property because of the dirty sheets. Our staff, in particular our housekeeping staff, takes great pride in their positions at our property and I was extremely surprised to hear that this had happened. Per your request, we will reimburse you for this inconvenience, in hopes that you will choose to stay with us again in the future. Next time you are in the area, please contact myself directly so I can ensure you experience the true value and cleanliness that our TownePlace Suites by Marriott in [redacted] offers.Hope you have a great rest of your day, thank you for bringing this matter to our attention as it will be addressed.Sincerely,Lynsee *. B[redacted]General ManagerTownePlace Suites by Marriott[redacted] Downtown/Medical Center22 Holland Avenue[redacted], NY 12209(P) ###-###-####(F) ###-###-#### :::

From: [redacted] [mailto:[redacted]] Sent: Monday, May 04, 2015 4:44 PMTo: [redacted]Subject: Re: Hotel Stay[redacted],Thank you for emailing me and resolving the issue.I called ahead before making the reservation and I was told to go ahead and book the stay through...

Marriott. The certificate would be applied at checking. As you correctly mention I did use the [redacted] rate.At checking I was told to wait for checkout. At checkout the front desk made photocopies of all the documents (certificate and tax exemption). She then went to the back office to deliberate and told me the manager would call the main office and call me back within 2 days.I did leave my phone nr on all the documents.Today was my second call to the front desk, asking about the status and why I did not get a callback.I am happy the issue is now resolved. I would have liked not having to call customer service as it was my first complaint about a Marriott stay.Best regards,[redacted]Op 4 mei 2015, om 18:26 heeft [redacted] <[redacted]@in[redacted].com> [redacted]:Good day [redacted],I am so sorry to hear about the problems you are experiencing with the tax exempt. I will go ahead and take care of the taxes for you. As for me not calling your back I never received a voice mail from you asking to return your call. Did you happen to just ask the front desk to have me call you?  I did noticed that when you made your reservation you neglected to make your reservation using your Certificate and booked the [redacted] rate I went ahead and applied your one night  certificate for your stay. If you need anything please feel free to contact me.randy r[redacted]General Manager[redacted].como: ###-###-#### f: ###-###-####[redacted] Lancaster, CA  [redacted]

Dear Revdex.com,
 
Spoke with guest and added to the account that she is requesting a non-allergenic room.
Guest has been advised that not all of our hotel and room that are considered Pure and free of chemicals.  Gave her suggestions of websites she can go to find hotel with pure rooms. ...

Advised guest which Marriott Brands are more likely to have this type of room.  Guest was advised that this type of room is on a request basis only and she understands.  Advised guest if she needs help that we have a ADA desk and customer service team which will help her if needed.  Guest was happy and satisfied with what we discussed.
 
Kind Regards,
 
Diane K[redacted]
Corporate Liaison
Mr. Marriott’s Office

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

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.

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

Dear [redacted]
Thank you for your email regarding your experience with [redacted] at the [redacted].  Your concerns to the Revdex.com has been referred to me for a response. Please accept our sincere apologies for the frustration this has caused.  Your comments are...

appreciated in our continuing effort to provide you, and our other guests with quality service.  Per Mr. Marriott’s direction each incident received is forwarded to the individual hotel for a response.  This serves as a training tool for each hotel, in order to improve on any service or product failures.  You can expect a response from the hotel executive office within the next three business days. Please be assured that your business and your loyalty is important to us.  We appreciate you taking the time to write, and hope you will give us another opportunity to serve you again. Kind regards,     Jennifer D[redacted] Corporate Liaison, Mr. Marriott's Office [redacted] 
[redacted]

November 7, 2014

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[redacted]
Dear [redacted]:
Thank you for speaking with me this morning regarding the challenges you received from all the phone numbers that you contacted.
Please accept our sincere apologies for any poor service you may have encountered.  On the Marriott.com website (gifts.marriott.com) it is noted, “Contact Us: ###-###-#### *Monday – Friday: 9 a.m – 7 pm EST/ Saturday: 10 am – 4:30 pm EST.”  It is right below where you choose to select “Mail a GiftCard” or Email an eGiftCard.”  We apologize that we are not able to offer any type of compensation regarding this matter.
I appreciate your taking the time to bring this to our attention.
Sincerely,
Line K[redacted]
Corporate Liaison
Mr. Marriott’s Office

Response to guest from Shop Marriott, complaint #[redacted].  Shop Marriott customer service manager has reached out to guest and responded to his request.
color="#000080" size="1" face="Helv">[redacted] will be returning the law labels from his mattress and box springs to Shop Marriott. Once we are in receipt of the returns labels [redacted] will be refunded $ 2.012.50.Sincerely,Customer Service ManagerShop Marriott :::

[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: this is absolutely fraud.  My car was a brand new lease at the time that I stayed at the hotel.  There were no scratches or damages to the vehicle before the vehicle was placed in the care of Marriott's onsite Parking facility at Foggy Bottom.  I consistently check the condition of the vehicle before and after turning the vehicle into the Parking attendant; and if there indeed damage to the vehicle, why would the Parking Attendant not point it out to me before taking control of the vehicle.  This is not true!!  I am very disappointed with this company.  I have been a loyal Marriott member for over 5 years now.  I am appalled how these individuals who are working for this organization have managed to disregard phone messages and email correspondences sent to them; and now have the audacity to say that they have contacted me via mail but if you have a customer who has been calling for months now indicating that s/he has not received a resolution; why would an organization not make an attempt to call that customer and discuss the outcome of the claim.  Again, this reflects questionable business practices.  By the way, I am able to receive mail from either addresses provided.  Regardless, the address provided to the hotel was the correct address and confirmed by Steven Kopelman; but the point is that the letter was never sent by Marriott until I finally contacted the Revdex.com.   I am still disputing this claim.
Regards,
[redacted]

Hotel response sent to guest July 15, 2014:
Dear **. [redacted],
 
 
Mr. Marriott has requested that I respond on his behalf regarding your smoking fee charged to your account.
 
We have confirmed with both Managers on Duty the morning of your departure, the 1st of June that there was a smoke smell present in your guest room, and stand by our fee of $250 on the room bill. I understand you are disputing this charge, and that the cigarettes in your room trash can were unused – however the heavy odor of cigarette smoke is evidence that our hotel as well as Marriott Hotels hold to and stand by with our fee.
 
Should I be of any further assistance please feel free to reach me via email or my direct line below.
 
 
[redacted]| Guest Services Manager | [redacted] Marriott Country Club Plaza
[redacted] | [redacted]
###-###-#### (office) | ###-###-#### (fax)|

General Manager advised the guest was in the room with the broken toilet for only one night and then he and his wife were room changed to a room which had a working toilet.  As form of tangible apology, she promised guest 40,000 points plus two complimentary nights.  Through a clerical...

error, only 15,000 points were deposited in his account.  I have today deposited 25,000 points into the account to bring the balance to 40,000 as promised by the hotel and have added another 20,000 (total 45,000) for the error and having to wait so long to get this resolved.

Dear Revdex.com, Guest was sent pictures of the linens and towels from her room. This hotel will charge you a fee of $250 for towels, linens, power pack cleaner and labor for items in this condition due to tanning sprays and chemicals.  I talked General Manger Eric P[redacted] down to only charging her for...

the linen and towels as a onetime exception.  Guest was refunded $129. Kind Regards, Diane K[redacted] Corporate Liaison Mr. Marriott’s Office

I have sent the guest an email with a copy of the letter sent to her last year by the Claims Manager at Colonial Parking, the operator of the parking garage.  We have advised the guest any additional questions or comments about her claim need to be directed to Colonial Parking’s Risk Management Department via the contact information listed on the letter. 
 
While we understand her disappointment with the outcome of her claim, the claims office has the final responsibility to investigate and determine the outcome of events of this nature and we support their decision.    
 
-        Sara T[redacted], Corporate Liaison, Mr. Marriott’s Office

Response to  ID of [redacted], from AC Hotel Chicago Downtown General Manager, Chris Z[redacted]. 04/04/2016I contacted [redacted] this morning and had a nice chat with him. After listening to him share his experience with the hotel and the customer care line, we talked about our brand’s desire to...

remove clutter from our rooms and to improve our earth friendly approach by having hotel info on the TV versus with binders filled with paper documents. Essentially, [redacted] came to the conclusion that he prefers more traditional style hotels versus more modern ones such as ours. His disappointment shifted to the fact that he paid [redacted] a couple thousand dollars to stay at a hotel that didn’t fit his wants and needs. I explained to him how the [redacted] / third party model works and encouraged him to book directly with Marriott brands in the future so he wouldn’t have to deal with a third party on his billing concerns. I asked what I can do to make this situation right and he asked me to reimburse him $600.00 which was the amount incurred for relocating to another hotel. I told him that I would not be able to do this, but, would be willing to provide him a $100.00 gift card to a local restaurant for his inconvenience. I provided my contact info and asked that he let me know.  Guest has not responded to the hotel offer.

[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:We keep going back and forth.   Marriott says I have no proof that housekeeping damaged my personal property, I have no proof that they didn't damage my personal property.  In my opinion, Marriott has not offered to remedy the situation in any way.
Regards,
[redacted]

Good Morning,
Thank you for bringing this matter to my attention.  I do not have the comments from the customer, could you please resend the full complaint.  This is the first I have seen this concern.
I appreciate your support and look foward to receiving the full complaint.  I...

will ensure this matter is resolved and keep you posted on the resolution.
Sincerely,
Debi H[redacted]
Manager
Corporate Guest Relations
###-###-####
[redacted]@ritzcarton.com