Marriott International, Inc.

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]

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.

[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]

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

[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]

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

[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]

[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]

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!!!!

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...

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,
Guest has been refunded and notified by the hotel.  Case closed
Diane K[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]

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]

[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]

[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:From: [redacted]<[redacted]@[redacted].com>Date: Mon, Oct 24, 2016 at 5:06 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>Thank you [redacted]. Please I didn't read your email on time so I must say it was my fault but I do not agree with what they did. Why is it so hard for a Billion dollar company refund my fee. It's a new hotel in the area. Please see if they refund my funds. I'm a poor guy compare to them. Thank you [redacted].  Regards,
[redacted]

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

Travel agents who complete Marriott’s Hotel Excellence program are issued personalized certificates which entitle them to a Fam-Tastic® rate from $44 to $239 per night at participating locations.  They are limited to one room per agent for a maximum of four consecutive nights and the...

Fam-Tastic®   certificates must be surrendered at check in.  Agents are allowed up to seven stays per year, but only one stay per participating hotel per calendar year.  Guests who do not present a certificate at check in are provided the next best available rate.
 
This travel agent arrived at the hotel on April 12, 2015 and stayed one night at the Fam-Tastic® rate of $44.  During her stay she asked for her certificate back so she could return and stay on 4/18/2015.  The hotel declined her request to return the certificate and explained she could only use one certificate per hotel per year, for up to four consecutive nights.  The travel agent returned to the property again on April 18, 2015.  Since she had already redeemed her certificate, her rate was changed from $44 to $130 per night, plus tax.  She spoke with the hotel’s Front Office Manager at check out and received a reduction of $20 per night as a gesture of goodwill.
 
As the travel agent has been a Marriott Hotel Sales Specialist graduate since 2001, we are confident she is familiar with the terms and conditions of the program.  For this reason, we remain unable to comply with her request for an additional refund.
 
-        Sara T[redacted], Corporate Liaison, Mr. 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]