Marriott International, Inc.

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]

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]

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,
 
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

[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]

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

[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]

[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]

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

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.

November 7, 2014

class="MsoNormal">
[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 :::

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.  While the clogged sink, loose/rocking toilet, lack of towels, and lack of coffee condiments are far below the standards expected of a Marriott at this daily rate price point, the response to my complaint was timely and sufficient.
Regards,
[redacted]  [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: 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]

The General Manager of the hotel has attempted to reach Ms. Smith several times to no avail.  He has refunded the $192.00 to the card used at the hotel.  The refund was processed by the hotel yesterday and it may take her bank 5 to 7 business days for the credit to appear on her...

account.  The GM also extends his apologies for the incident.

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)|

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]

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