Marriott International, Inc.

The Hotel advises that the second room was not complimentary but was offered as a highly discounted rate of $per night. This was agreed to by the guest at the time of the transaction. In a gesture of goodwill, the hotel has agreed to deduct $from the total folio. This
is considered fair and adequate compensation by both the hotel and MrMarriott's Office

Dear *** *** ***,Gaithersburg Marriott Washingtonian Center strives to maintain the highest standards of hospitality to create a positive experience for all our guests.We apologize that your requests were not met to your satisfaction but we offered you the only solutions that were available during that time.As a gesture of good faith I have purchased you 25,Marriott Reward Points that will be applied to Marriott Reward Account #*** within the next daysYou can apply the bonus points to a stay at any Marriott hotel nationwide.Thank you for being a valued Marriott Rewards Member.Sincerely,Carla G***Director of Hotel Operations-RoomsGaithersburg Marriott Washingtonian Center

The guest booked three reservation and only cancelled two of the reservations. The hotel held her confirmed reservation for her, she did not show up. The cancellation policy on the reservation is two days prior to arrival and the penalty is one night room and taxes on the reservation
This is what the guest was charged

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I have contacted Marriott and ShopMarriott many times due to the unresolved problems with the mattressThe not returnable policy was based on the customer be allowed to try out the mattress first, an due to the incorrect information provided by ShopMarriott I was not able to tryout the mattress, first being sent to a hotel that had the wrong mattress set, then being told there were no mattress sets in my area for me to try out, only to have the set delivered two days later "from a local source"I believe this invalidates the no return try out first policyPlease be advised at no time did ShopMarriott and/or Marriott advise me to provide them with a copy of the mattress tag; however, I have attached a copy for their reviewThey may want to be more careful in their response because I have also contacted Jamison, the manufactuer of the mattressAdditionallythere was never any discount offered for the mattess topper, in fact, I requested a discount and it was denied by Shop MarriottI am well aware of how to measure the mattress and foundation, I was advised by the manufactuer
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: This is dd'l info to the em I responded to earlier todayI contacted the manufacturer, Jamison, Gallatin, TXagain todayThey wanted to know the info from the 'foundation' tagI had previously provided the info from the mattress tag, which contains the warning about using it with the wrong foundationThe foundation info is Marriott New Generation *** * *** Not one of the foundations listed on the mattress tag that are okay to use with the mattressPlease have Marriott/Shop Marriott respond to this specific information
Regards,
*** ***

I spoke with *** to apologize for the service he received from our toll-free reservation line. His reservation has been modified to
reflect certificate redemption.
- *** ***, Corporate Liaison, MrMarriott's Office of Consumer Affairs

We have contacted the guest and will be sending him a refund check and a Marriott gift card for his inconvenience.-Sara T***, Corporate Liaison, MrMarriott's Office of Consumer Affairs

We have advised the guest the $70/night plus tax rate will be honored through April and they will begin receiving complimentary upgraded high-speed internet service today. The manager the guest mentions in the complaint is no longer employed by the hotel. The guests are happy with
the remaining staff and accommodations and are among the very first guests to stay on the hotel’s newly renovated third floor
- Sara T***, Corporate Liaison, MrMarriott’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 responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Again I only agreed to pay the partial payment of $on my credit cardThe manager was very apologetic and gave us comp room stays for two separate nights for making that mistake and we took advantage of the offer Also he assured that the charges were going to be reversed from my credit card and placed on the correct card I am so disgusted with them trying to cover this mistake up and fabricating this situation Now having to pay for for their mistakeJust know in the future there will be more complaints documented like this because of them covering up I am sure there is a way that those conversations were recorded I am not going to deal with Marriott Residence again!!!
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I confirmed my travel booking on the Marriott.com website for $2,for a package vacation to New OrleansHowever moments later received an email confirmation of my travel booking for $3,I was provided no reason for this increase in priceI am extremely frustrated about this trickery and behaviour of MarriottThey suggested they compensated me points but that is more trickery and was never stated to me ever. I am upset with Marriott.com for not mentioning to me or implicating that the package vacations by Marriott are a separate entity from Marriott.comIn my mind Gold Elite members have a right to know who they are booking their vacations with and Customer service representatives should be available and familiar to assist with reservation issues made under their brand and on the Marriott.com website*** is not mentioned anywhere on the Marriott.com website where I booked my trip. Contacting *** to resolve my matter was extremely frustrating to say the leastCustomer service reps don’t speak english and unable to assist due to policy is the response I gotand phone # for *** does not exist as I had to contact Marriott many many times to getare unable to assist due to policy. I’ve been ripped off $by these package vacations by MarriottI no longer trust Marriott.com to do what they promise on the website, or even to do the right thing, which is not use misleading advertising to sell you a vacation Regards,
*** ***

complaint #***
Letter of response sent to guest on May 29,
Dear MrKrewson:
Thank you for your most recent correspondence to the Revdex.com, regarding the usage of Marriott Rewards during your upcoming stay at the Gaylord *** Resort & Convention
Center
Please accept our sincere apologies for your less than favorable experience. I was pleased to see the hotel reached out to you on April 27, and modified your reservation to reflect one day at the convention rate, and the second day using Marriott Rewards points. Marriott Rewards does offer no blackout dates, as explained in the Terms and Conditions on the Marriott website; hotels have standard rooms available for redemptions every dayBlackout dates traditionally refer to a limited number of dates on which a hotel could choose not to accept redemptionsWith our “No Blackout Dates” policy, hotels will no longer have blackout dates for redemptionsHotels may limit the number of standard rooms available for redemption on a limited number of days. Your Rewards Redemption stay will include a single or double standard room at a participating Marriott hotel or *** *** including the cost of your hotel room, room tax/service charge, and extra-person charges, if anyAll other hotel charges, including resort fees and *** Club level charges, are the responsibility of the Rewards Program Members and are not included in the stay. There are times when Marriott corporate may also approve hotels in advance on special events, in citywide sold out situations, that they are not required to open inventory for rewards usage
*** ***, we are sorry for the frustration this has caused. As a gesture of goodwill I have added 5,Marriott Rewards points to your account
Please be assured your business and your loyalty are important to us. We appreciate you taking the time to write, and hope you will give us another opportunity to serve you

*** *** did receive his bed and a refund for his shipping fee was processed to *** ***’s credit card on April 9,
Sincerely,
Tina
Customer Service
Shop Marriott
***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I feel like the registration associate should have not agreed to the accommodation I asked about upon submitting my reservationI was guaranteed a free night and was told it was placed on my account when I reserved for my stayI didn't find out that this was not the case until I noticed my bill upon checking outI feel like I was misled and it should not be my responsibility to be obligated to pay more money because the reservationist made a mistake during my reservation bookingI totally disagree!
Regards,
*** ***

Dear ***, Thank You again for having taken my call earlier todayWe do apologize for any inconvenience this may have caused youPlease allow me to summarize what had transpired. - On the 27th of September for about hoursWe had a system glitch
which resulted in an error with the Selling ratesThe rooms that were affected are our Suites & ResidencesInstead of adding a premium above our regular rooms for the suites and residences, the system deducted the premium. - As an example, if the regular rooms were selling at $the suite premium would be $and they would sell at $With the error, they sold at $This only affected our suites and residencesMost guests agree that this is not a rate for a suite at a Ritz-Carlton.- Under terms and conditions of our reservation confirmation we do have a clause that states we do have the right to revoke an offer if such an error occurs and they rarely occurI will reach out to ** *** again today with the following : Dear ** ***, I am writing to you as I understand that you have reached out to the Revdex.com , who have in turn reached out to our corporate customer care regarding reservations you had made with us for 2017.First, please allow me to apologize for any inconvenience we may have caused youThis was a system error and the room types affected were all suites and as such we are not honoring the ratesIn our reservation confirmation and under Terms & Conditions, clause states as follows : “Marriott Information may contain technical inaccuracies and typographical errors, including but not limited to inaccuracies relating to pricing or availability applicable to your transactionNeither Marriott nor Ritz-Carlton assume responsibility or liability for any such inaccuracies, errors or omissions, and shall have no obligation to honor reservations or information affected by such inaccuraciesMarriott and Ritz-Carlton reserve the right to make changes, corrections, cancellations and/or improvements to Marriott Information, and to the products and programs described in such information, at any time without notice, including after confirmation of a transaction.” We do wish to have you stay with us and wish to offer you a special rate as follows : Resort View room at $199++ ( This rooms currently retails at $299++ per night)We will include the resort fee at $into the rate. This rate is not to be found anywhere and I assure you that we will look after you. I am happy to discuss this with you if you will allow meWe have several reservations and we are not honoring the rates. Please let me know if you wish to discuss this further. ***, please let me know if I can be of any further assistance. Many Thanks & Regards, Dilip M***Market Director of Sales & Marketing, The Ritz-Carlton Key Biscayne, Miami The Ritz-Carlton Coconut Grove, Miami*** *** *** ***Key Biscayne, FL ***Phone: ###-###-####Fax: ###-###-####Mobile: ###-###-####***@ritzcarlton.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Did not see any attached message. I did see a $refund on my credit card, but refunding one night when I had problems every night I was there does not seem adequate. I requested a full refund because I did not actually get a single night of rest in the hotel due to the various issues
Regards,
* ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Mary I am done with the issue Call it what you want Spin it how you want I am done with Marriott Not worth it I had similar performance issues with United airlines The consumer has the right to vote with their wallet Find a company pulling such garbage? Just don't purchase from them Easy enough I have moved on Continue to do such practices and I am sure I will not be the last to just take their business elsewhere Good luck With business practices like that, you will need it
Regards,
*** ***

">Dear *** ***:
I am answering on behalf of Marriott Rewards regarding your recent comments to the Revdex.com. The Marriott Rewards Terms and Conditions, as found on Marriott.com, state the following:
A “stay" or "qualifying stay" means all consecutive nights a Rewards Program Member registers and personally pays and stays at any Rewards Program participating hotel, for which the room is billed to the Member
To ensure Points are automatically posted to the correct Membership Account, the Member's Rewards Program Membership Number must be present on his/her room folio and up to two additional rooms, as applicable
Charges that do not qualify for Points include taxes applied to the room rate, purchase of Marriott gift certificates or gift cards, purchase of The Ritz-Carlton gift certificates or gift cards, charges for third party-provided goods and services at participating Marriott brand hotels or Ritz-Carlton hotels, and catering or banquet functions charged to the guest room account
Point or elite night credit accrual is limited to individual travel and the room must be paid for individually by the Member or direct billed to the party responsible for paying the billIf the room is master-billed, the charges are not eligible for Points or elite night credits.If the Member attends a convention or group meeting and individually pays the hotel directly for the room, he/she will be eligible to receive Points and elite night credits for the stayHowever, contract rooms, rooms reserved by corporations on an ongoing basis, master-billed rooms are not eligible to earn points or elite night creditMilitary rates at certain overseas locations are subject to local restrictions and may be ineligible for points or elite night credit
Rooms booked through third party online retailers, such as ***.com, ***.com, ***.com, ***.com, ***.com, ***, etcare not eligible for Points or Elite night creditWholesale packages and series tours are not eligible for Points or Elite night credit regardless of *** source
*** ***, if you have paid for incidentals during your stays at participating Marriott hotels, and they have not posted to your Marriott Rewards account please contact Marroitt Rewards, ###-###-####. You will need to provide a copy of your folio with the incidental charges made to your credit card, and your account will be updated accordingly. Also listed below is the Marriott Rewards earnings per each Marriott Hotel brand
Please accept our sincere apologies for the frustration this has caused. As a new Marriott Rewards member, we would like to mainain your loyalty, as a gesture of goodwill we have added 10,rewards points to your Marriott Rewards account.
Thank you for taking the time to write, your business and your loyalty is important to us
Regards,
Marriott Customer Care
Marriott Hotels & ResortsJW Marriott Hotels & ResortsRenaissance Hotels & ResortsMarriott Vacation ClubMarriott Conference CentersMarriott Grand Residence ClubThe Autograph Collection
points per USD on room rate and All incidentals charges
The Ritz-Carlton Hotels*** HotelsCourtyard by MarriottFairfield Inn by MarriottSpringHill Suites by MarriottEditionAC Hotels by MarriottMoxy HotelsAtlantis Hotels
points per USD on room rate ONLY
Residence Inn by MarriottTownePlace Suites by Marriott
points per USD on room rate ONLY

The Hotel reported they have spoken with the guest and she has accepted 15,points in compensation

The following was sent to *** *** *** after our conversation on March 14, 2017:Hello *** ***,I appreciate you speaking with me today, March 14, 2017, regarding the following refund adjustment in the amount of $to my *** account ending in ***: Marriott Rewards #: ***Confirmation #: ***Arrival: February 16, 2017Departure: February 18, 2017Authorization: February 16, 2017Authorization Amount: $280.60Amount Charged: $596.18Unauthorized Amount Refunded: $315.58This situation was a stressful situation for me, but, I appreciate the valuable lesson; and the opportunity you were offered to your subordinates some on-the-job training Per our conversation please find below the contact information of the individual who advised your employees to erroneously charge my account ending in *** for an additional 2-days (February 19-20, 2017):*** *** ***###-###-#### This individual name is also listed on the confirmation, and authorization document faxed on February 16, 2017.I will continue to check my account ending in *** for the credit (timeframe [48-hours]), and e-mail confirmation from Marriott refunding $315.58.Again, thank you for speaking with me to resolve this issue If you have any additional questions or concerns please feel free to respond to this e-mail, ***@***.com or call me at ###-###-####.Respectfully,*** *** ** *** Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***