Marriott International, Inc.

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]

From: C[redacted],...

Ashley Sent: Monday, September 15, 2014 5:10 PMTo: [redacted]Cc: [redacted]Subject: Re: Your Previous Stay at the [redacted] Inn by Marriott
[redacted]
I sincerely apologize that you are not satisfied with the compensation offered for the inconvenience you experienced during your travels to the [redacted] area. We appreciate your loyalty as a Marriott Rewards member and therefore it is our main goal to provide you with exceptional service and accommodations at a Marriott hotel.
Our team was very pleased with the outcome of providing you with alternate accommodations at a Marriott branded hotel while returning 15,000 points to your rewards account. As I mentioned previously our market was in very high demand during the time of your travels and options to ensure your experience was consistent with ours, were extremely limited. Our team also supplied your rewards account with an additional 5,000 points for the inconvenience of an adjustment to the room type you initially reserved. In addition, we offered a complimentary upgrade, based on availability, for a future reservation when you travel to our area. You stated that a room of the equivalent type you initially reserved for a future reservation would meet your satisfaction. By returning the 15,000 points and adding an additional 5,000 this would provide you the opportunity to do so for a future stay.
Again, it would be my pleasure to offer you a complimentary upgrade for a future travel to our area. We would like to regain your trust and exceed your expectations as a valued Marriott Rewards member. If you would like to discuss your experience further please feel free to contact me on property directly. 
Warm Regards,
Ashley C[redacted]
General Manager
[redacted] Suites by Marriott
[redacted]
[redacted]
[redacted], VT [redacted]
###-###-#### Ext. [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.

[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 has been refunded and notified by the hotel.  Case closed
Diane K[redacted]
Corporate Liaison
Mr. Marriott's Office

[redacted]
Sep 12
to me 
Dear [redacted],
 
Thank you for your call today.  On 09/02/14, after playing a few days of phone tag, I was able to make contact via phone with [redacted].
 
I called and spoke with [redacted], and apologized for her frustration relating to this experience.  I assured her that her concerns were being addressed, and as a gesture of goodwill, I offered to place 15,000 Marriott Rewards points into her account.  She accepted and thanked me for my call. 
Please let me know if you have any further questions.
 
Thank you,
 
Candice C[redacted]
Corporate Liaison
Mr. Marriott’s Office   
Phone:  ###-###-####
Fax: ###-###-####
[redacted]

The guest spoke with a
Marriott representative yesterday and was emailed a password reset.  If she is still unable to access her account,
she can call ###-###-#### for additional assistance. 
The guest does not need
online access to redeem her Marriott Rewards points.  She...

can call our toll-free reservation line
at ###-###-#### and any of our sales associates will be happy to assist her with
a reservation using her Marriott Rewards points.
Sara T[redacted], Corporate Liaison,
Mr. Marriott’s Office

Dear Revdex.com, Gaithersburg Marriott Washingtonian Center strives to maintain the highest standards of hospitality to create a positive experience for all our guests. While we do not guarantee that every special request can be fulfilled, we do our best to provide accommodations that meet our guests'...

individual needs.During the stay in question, our Room Operations Manager worked diligently with this guest to provide realistic options during extremely busy dates when all of the rooms at the hotel were completely booked. Here are a few key points:There was no record of a request for connecting rooms on file.Marriott Hotels do not guarantee connecting or adjacent roomsThe guest was offered room [redacted] across the hall from her other room, which was [redacted].When the guest complained that room [redacted] was designed as handicapped accessible-room that was available, which is down the hall.When the guest further complained she was provided the option of moving both guest rooms to a different floor (which she declined) due to it being a huge inconvenience.The guest's reservation record did contain a request for a guaranteed king bed, which was provided, and the guest also requested a double room, which she received. The room guarantees were met so no charges will be refunded. We appreciate your attention to this matter.Sincerely,Carla G[redacted]

We have been unable to contact the guest via telephone so we have reached...

out to her via email.  The $150 charge is for cleaning, disinfecting and extracting moisture from the mattress in her guestroom.  The charge also helps offset the revenue loss that occurs due to the amount of time the room is out of order and cannot be resold.  We have offered to refund 50% of the fee as a gesture of goodwill and await a response from the guest.
 
-        Sara T[redacted], Corporate Liaison, Mr. Marriott’s Office of Consumer Affairs

Dear [redacted], Your letter to the Revdex.com has been referred to me for a response. Again, my apologies for not meeting your expectations during your stay with us. As per our previous conversations, Christopher our Operations Manager has awarded your account 10000...

points for your inconvenience. Best Regard's, Sheri K[redacted]
* Sheri K[redacted] GM [redacted] Quakertown [redacted] Quakertown, PA [redacted] ###-###-#### ###-###-#### FAX ###-###-#### Sales Department Tell us why here...

I was a victim of a credit card fraud at the Residence Inn hotel located at the National Harbor in Oxon Hill, MD. A room was purchased for me as a from a someone who was supposed to be a employee of the hotel. Turns out that the person reserved my room other a stolen credit card. After submitting a police statement proving that I was a victim of this fraud the police contacted the hotel giving permission to release my personal belongings that was still inside the hotel room. The manager of the hotel refuses to release my personal clothing/electronics after the police already gave them permission. It has been a week and I am not going to move forward with a law suit. This was my first and last time ever staying at the hotel and wouldn't advise anyone that I know or don't to stay there!!!!

[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:The issue is still be worked on on Marriott side.  I will not close complaint till we all agree on the resolution.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:The business has not rectified the situation in any way.   There has been nothing offered to make the situation better in any way or form.   They offered to credit my account for the points which should have been credited from the beginning.   They offered no refund, which is what I asked for in this matter. 
Regards,
[redacted]

The hotel is reviewing this and will reach out directly to the guest.  The hotel will deposit 25,000 Marriott Reward points into guest's account for the inconvenience.

[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: Yes, I recieved the email from the individual hotel. This is a Marriott reward issue. They should be able to break down exactly what I paid for Sunday and for Monday. There is no excuse for not being able to provide a basic itemized receipt. An example would be [redacted] stayed on 10/12 using her points and buying $12.50 in points to stay that night. The next night 10/13 [redacted] made a purchase of $127 in points which she used to stay that night. 
I really do not understand why this process has been so difficult.
Regards,
[redacted]

hotel's General Manager has responded to the guest offering her a $50 Marriott Gift Card.
 
From: G[redacted], Michael [[redacted]@remingtonhotels.com] Sent: Wednesday, December 02, 2015 1:04 PMTo: [redacted]Cc: C[redacted], DebraSubject: Courtyard Louisville billing issue
 
[redacted],
 
I received your most recent note stating that my previous response did not benefit you in any way.  I apologize that this is the case and am prepared to send you a $50 Marriott gift card to be used towards a future stay at any Marriott property.  Again, please forgive us for the billing issue and I am glad that we were able to get it straightened out.  Please let me know what the best address is to send you this token of apology and I will send it out right away.
 
Regards,
 
--
Michael G[redacted]
General Manager
 
Courtyard by Marriott Louisville Airport
[redacted]
Louisville, KY  [redacted]
 
P: ###-###-####
F: ###-###-####
[redacted]@remingtonhotels.com

Hello [redacted],   Thank you for the opportunity to further clarify our position.  We sincerely apologize for any misinformation that may have been provided; however, it is correct that the Marriott Executive Apartments brand does not participate in the Ultimate Reservation Guarantee.  Although we regret any misunderstanding, we must adhere to the terms and conditions of our program and respectfully decline to provide compensation.   As you requested, I have stopped any promotional offers from being sent to your e-mail address going forward.  Please let us know if you change your mind.  Your feedback has been shared with our senior leadership and may be acted upon as we work to uphold our standard of service.  We hope you will allow us another chance to welcome you in the near future.   Sincerely,   Alex M[redacted] Corporate Liaison Mr. Marriott's Office Marriott International, Inc. Phone: ###-###-####

[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]

[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] P.S.  Marriott referred me to Mr. Anthony C[redacted](Director of Hotel Operations at Atlanta Airport Marriott) to resolve my complaint.  Mr. C[redacted] was respectful and fair in dealing with me.  I plan to continue using Marriott for my travel needs.  I am also greatful to the Revdex.com for helping me resolve  my issue with Marriott.  I don't think I could have gotten a satisfactory reolution without you.  [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]