Marriott International, Inc.

From: [redacted] 
Sent: Tuesday, August 19, 2014 3:57 PM
To: [redacted]
Subject: Courtard Marriott [redacted]
Dear [redacted],
I’m reaching out to you as you...

have contacted Mr. Marriott’s Office of Consumer Affairs. I’m deeply sorry to hear about the issues you encountered on the night of July 22nd. I would like to assure you this is not typical for our property and I’m deeply sorry you had to go through all these troubles. Customer service is our top priority here at the Courtyard Marriott [redacted], in your case we failed miserably and I take full responsibility for what happened to you that night. We issued 20,000 Marriott Rewards points to your account yesterday, which is the equivalent to 2 free nights at a property like ours, and you should be able to see your balance reflect that credit. I understand that does not make up for what happened but I hope you accept it with my sincerest apologies. 
I apologize again and thank you for the loyalty to the Marriott Family of Brands!
Warm regards, 
Stan
Stan I[redacted]
General Manager
Courtyard by Marriott 
[redacted]
[redacted], IN [redacted]
Tel:   [redacted]
Fax: [redacted]
[redacted]

The General Manager reported she refunded the charges for her room, tax and incidentals.

I have spoken with the guest and she has accepted a partial refund of the smoking recovery fee along with our apologies for her frustration with the situation.- Sara T[redacted], Corporate Liaison, Mr. Marriott's Office of Consumer Affairs

Dear
[redacted], 
Thank
you for your recent correspondence regarding your request for additional compensation
from the TownePlace Suites Denver Southwest.  
We
can certainly understand your disappointment with the denial of your request.  Further research indicates that the promise
of an additional 10,000 was made by a Regional Manager and you had declined his
offer.   As a gesture of goodwill, the
property Manager has added the 10,000 to your Marriott Rewards Account.     
We
were pleased to see that leadership at the TownePlace Suites Denver Southwest has
chosen to offer you this gesture of goodwill.    We are sorry to
hear of your continued disappointment but feel the hotel’s gesture is
appropriate.  We now consider this issue closed and no further
compensation or communication will be forthcoming related to this matter. 
We
appreciate your patronage.  We trust you understand this is our final
position.
Sincerely, 
Jennifer
D[redacted]
Corporate Liaison, Mr. Marriott's Office
Phone: ###-###-#### 
Email: [redacted]@marriott.com

Dear [redacted],
 
Thank you for the additional email to the Revdex.com.  I appreciate the opportunity to further respond. 
 
Your request for compensation in the amount of $225.00 is respectfully declined due to the following reasons:
 
1.        Admission to the event that you were asked to leave was $10.00 cash per person and no receipts were given
2.       Two members of your party could not provide identification at the event showing they were of legal age to attend
3.       Our hotel has a legal responsibility to demand proper identification at any event where alcoholic beverages may be consumed
4.       The verbal altercation between three individuals and the security team was grounds for asking a guest to vacate at the discretion of the hotel
5.       The only event we had with a cost involved of $75.00 per person was a Three Course Dinner and you or the others in your group were not on the list of customers who had purchased that Dinner Package
 
 
I am saddened that the explanation of this matter in an agreeable way has failed.  With that said, I do understand your frustration and appreciate your candor in your dealings with the hotel. 
 
We do consider this issue closed and no further compensation or communication will be forthcoming related to this matter.
 
We value your feedback and trust you understand our final position in this matter.
 
Warm Regards,
 
David T[redacted]
 
Director of Hotel Operations
 
Renaissance Long Beach Hotel
 
111 East Ocean Boulevard Long Beach, CA 90802
 
Phone ###-###-#### Fax ###-###-####

Good morning,
I have received [redacted]'s rejection letter regarding the Look no Further issue.
It has been reveiwed at least four times now by the Manager of Look no Further, and it did not qualify for the reasons that were addressed prior to him sending the letter to the Revdex.com, as well as the letter sent to him copied to Revdex.com dated 10 February, 2015.
I'm very sorry, but there is no other way to explain it, the "Look no Further Department." as well as our office it thoughly investigated it and it simply did not qualify.
I again want to apologize for the misunderstandy.
Kindest regards,
Mary Ann K[redacted]Corporate LiaisonMr. J.W.MarriottMr. Arne S[redacted]###-###-#### :::

From: C[redacted], Kathy Sent: Wednesday, July 29, 2015 7:49 AMTo: [redacted].comSubject: Minneapolis Marriott City Center
 
Dear [redacted],
 
Your letter to Mr. Marriott’s Office has been referred to me for a response.
 
Please accept our apologies for no one...

contacting you.  I understand your frustration when you never received a response after several attempts to get an answer. 
 
I noticed you have emails saying someone will contact you.  Will you please send me the name(s) of the people who told you that?  I will definitely follow up with them as not responding is totally unacceptable. 
 
In researching the $180.03 charge, our system shows on April 9, 2015, there were two reservations made using PassKey.  Reservation [redacted] was cancelled while reservation [redacted] was not.  As a gesture of goodwill, this morning our accounting department issued a $180.03 credit for the no show charge.  Please be aware that it can take up to 10 business days for it to reflect on your card.
 
I look forward to hearing from you so we can talk to the people who did not respond to you.  We appreciate your business and hope we will have the honor of serving you should your travels bring you to the Minneapolis area.
Kathy Katherine *. C[redacted] Executive Assistant Minneapolis Marriott City Center ###-###-#### ###-###-#### fax [redacted]@marriott.com

[redacted] has not made an attempt to meet with Dan G[redacted], General Manager, in person regarding this matter.  A letter was sent to [redacted] in December.  Thank...

you.
[redacted]                                   ...⇄ December 6,2013
I am writing to follow up regarding the concessions related to the [redacted] Wedding Block on August 9th and 10th, 2013.  The concessions were discussed over the phone and agreed upon:
1.      Refunded the breakfast and shuttle charges of $157.00
2.      [redacted] party received full refund
3.      Gift Certificate sent to [redacted].  I spoke to [redacted] and he said that he would not be back in the area next summer but most likely in two years.  I sent a certificate that was good for two year.
4.      I offered a room to the Bride and Groom and to you and your husband to use our hotel in the future show I could prove our service is better than you experienced.  During the first call you declined stating you would not use us again.
5.      The [redacted] party was not compensated because they ended up with a Queen room.  As we discussed [redacted] reserved her own room and filled in that it was one person in the room per the group reservation form you sent me. 
6.      We did not discuss the [redacted] party during our conversation but the [redacted] party.  I apologize but we did not provide a full refund to the [redacted] party because they were not discussed.
7.      I did provide the church a gift certificate per your request from the original letter you sent us.  This was not in lieu of the offer to you and your husband but was from the original request.
[redacted], I believe the hotel has met the obligation of your requests.  I apologize that you feel that there are outstanding items of compensation, but I feel we followed through with everything you and I discussed over the phone.  If you would like to further discuss I am available to meet in person and discuss any remaining issue in the hotel at your convenience.
 
Sincerely,
 
Dan G[redacted]
General Manager
Chicago Marriott [redacted] Hotel

Dear [redacted],
 
Thank you for contacting the Revdex.com regarding interactions with several individuals when you reported leaving your hair straightener in your room at the Renaissance Midtown Downtown Hotel. Your concerns have been referred to me for a response.  I am very sorry for the frustration this has caused and appreciate the opportunity to respond.  I understand that you have been contacted by Amelia Seneviratne at the Renaissance Atlanta Downtown Midtown property and that it was agreed to refund the price of your stay at the property.
Please be assured that your business and your loyalty is important to us.  We appreciate you taking the time to share your experience
Jennifer D[redacted]Corporate Liaison, Mr. Marriott's Office Phone: ###-###-#### Email: [redacted]@marriott.com

The hotel utilizes a third party company to provide valet service and operate the parking garage.  The valet noticed the damage on the vehicle and marked it on the diagram of the valet receipt prior to accepting possession of the vehicle.  In addition, the damage to the vehicle was not...

consistent with the type of damage that could have occurred in a parking garage setting. 
 
The claim was processed through Colonial Parking and they denied claim.  The claims adjuster sent the guest a letter but the letter was not sent to the address the guest provided the Revdex.com so she may not have received it.  We have asked the adjuster to reach out the guest at her current address and provide her with a copy of the letter.
 
-        Sara T[redacted], Corporate Liaison, Mr. Marriott’s Office

Dear Revdex.com,
 
Guest has been contacted and advised that all parking in the hotel DC location is handled by [redacted] Services. According to [redacted] this guest retrieved there car at 6:09 am on Saturday, June 6th.  No issues were reported by the guest to the hotel or valet when they...

retrieved there car.  I also have attached a copy of the “vehicle claim check” from [redacted] valet services.  To my knowledge the first time a manager on the hotel team was notified about this was on Monday, June 8th from Marriott customer care.  Wendy, the [redacted] account manager contacted the guest immediately. 
 
Guest has been advised to contact:
 
[redacted]District Manager[redacted]Washington, DC Market[redacted] (mobile)[redacted].comwww.[redacted].com
 
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:  I do not see proof of the signage that is reported in the hotel parking lot that absolve the property of their liability.  The hotel had been subject of prior burglaries and should have take preventive measures including installing security cameras on their premise.
Regards,
[redacted]

The General Manager reached out and spoke to the guest on April 19th.  The substance on the pillow case was too small to determine what it was.  The "blood" on the bathroom floor was determined to be red nail polish; the only cleaning substance that would remove it was acetone...

cleaner.  The housekeeper did not remember seeing it prior to this guest checking in.  The guest received a 50% refund but told the General Manager the only reason she contacted the Revdex.com was because she wanted a 100% refund.  The hotel (and we) stand by the fact that the 50% refund was more than adequate for the circumstances and no further compensation will be offered.

[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: 1.  My fifth request to receive a copy of my Marriott Rewards statement for the past 18 months has gone ignored and I am still contesting the incorrect removal of the additional 160,00 points from my account2.  The hotel in question, Marriott Paris Opera, is saying that despite me using points to pay for the room (twice), I still owe them resolution for the room and they have sent me the attached bill.  
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]

Good Afternoon [redacted],
 
I just learned that you were redirected back to Marriott in order to obtain a credit refund for your July 4, 2014 reservation. I am sorry if you feel as if you are being given the “run around “;  I can certainly understand your frustration.  I have taken the liberty of contacting [redacted] on your behalf and am happy to report that a full refund has now been granted.   Although [redacted], the representative that I spoke with, was unable to share any information regarding the credit amount, she did state that it will take approximately 3-5 business days.  If you do not see a full credit reflected on your statement from [redacted]  within five days you should contact them at ###-###-####.  Again thank you for sharing the details of your experience, we appreciate the feedback as it is useful in our ongoing effort to provide the best customer service.
 
 
Warmest Regard,
 
 
 
 
[redacted]
Front Office Manager
[redacted] Marriott NW
Ph  ###-###-####
Fax ###-###-####

The hotel's General Manager has advised the guest has been sent a "cease and desist" letter as his claims are false, libelous and slanderous to their business.  She advised the guest was never promised a full refund and there is no proof of his claim against the housekeeper.guest was initially...

provided with 25,000 Marriott Rewards points for the inconvenience during the investigation

[redacted] was contacted via phone on 12/8/16.    The guest was given a sincere apology on behalf of Mr. S[redacted]’s office and the Hartford Marriott.  She was assured that this experience would be used as a training opportunity immediately.  Ms. [redacted] was offered a...

full refund in the amount of $194.36 for her inconvenience and the improper handling of the situation on behalf of the hotel.   Please advise if any additional information is needed. Tell us why here...

Marriott policy allows the hotel to charge a "reasonable" sanitation fee for pets in guestrooms where pets are allowed by law and explicitly states a range of $75 to $150 as "reasonable".  Within this range, each hotel establishes the fee based upon conditions in their area.
The pet...

sanitation fee is clearly displayed under "Hotel Details" on the hotel's web site.
While we apologize [redacted] does not like the fee charged or the fact the hotel changed the fee in November, 2015, the hotel has not acted in violation of law or policy and we decline to compensate [redacted] as he requests.

Dear [redacted]; Thank you for contacting the Revdex.com regarding your experience at the Marriott Executive Apartments' Millennium Court.  Your correspondence has been referred to me, and I want to convey our most sincere apologies for the hotel having been unable to...

accommodate your reservation.  It is our goal to provide a problem-free check-in process and accommodate every guest who desires to stay with us, and unfortunately, we have fallen short of our goal.  We recognize this was a less than ideal situation for you and sincerely regret any inconvenience you may have experienced. The "Ultimate Reservation Guarantee" Elite benefit of the Marriott Rewards program states if a hotel is unable to honor a confirmed reservation, the member will be entitled to certain compensation including one night's room and tax complimentary at a comparable hotel and $100-$200 cash/check.  Platinum Elite members only will also receive 90,000 points, and as a Silver Elite member, this would not apply to you.  The Marriott Executive Apartments brand does not participate in this benefit; however, in the event they cannot honor a guaranteed reservation, they do pay for one night's room and tax at a comparable hotel.  As this property was overbooked, they arranged alternate accommodations and covered one night's room and tax charges at the nearby Ritz-Carlton, which is a higher-level and much more luxurious property.  Our Customer Care office also sent you a Marriott Gift Card for $100 to express their apologies and to make up for any transportation costs.  Regretfully, we are unable to provide you any additional compensation including points or cash/check as we have already gone above and beyond expectations to accommodate you. Thank you for your long-standing loyalty to Marriott.  Again, we are very sorry for any frustration or inconvenience you experienced related to this recent reservation.  We take great pride in providing excellent service and maintaining the highest standards in the lodging industry.  Our most loyal guests like you help us to validate our successes as well as understand when there is an opportunity for improvement. Warm regards, Alexander M[redacted]Corporate LiaisonMr. Marriott's OfficeMarriott International, Inc.Phone: ###-###-####