Marriott International, Inc.

---------- Forwarded message ----------From: [redacted], [redacted] <[redacted].[redacted]@marriott.com>Date: Thu, Jul 3, 2014 at 9:43 AMSubject: FW: [redacted] / Revdex.com complaint #[redacted]To: "[email protected]" <[email protected]>
This is a follow up to the original response sent on June 30, 2014, regarding complaint #[redacted]:
 
I was able to speak with [redacted].  I did inform her I was returning the call in response to her call to Mr. Marriott's office.  I once again apologized for us having to bill her and let her know that had we known even later that evening, we could have had several opportunities to sell the room to someone else.
[redacted] confirmed that she understood and thanked me for getting back with her.[redacted]
General Manager
[redacted] Residence Inn

[redacted] Parking, the parking contactor for the hotel, spoke with [redacted] on January 30th according to their records and advised the guest his claim would be re-opened and reviewed.  The claim number is [redacted] and the adjuster is [redacted] who can be reached at ###-###-####. We have...

advised [redacted] that per Marriott policy, we will adhere to whatever conclusion the insurance company arrives at and that now it is in the hands of the insurance company, we will no longer be involved in the matter.

[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,
I
spoke with this guest and the hotel regarding her claim this morning. 
Our
reservation history shows that her reservation was booked under [redacted] instead of [redacted].  The hotel was unable to locate the
confirmation that she made with our reservation...

center. Unfortunately, due to
the name confusion her email confirmation was sent to: [redacted].com instead of: [redacted].com.
The
guest had told me that the General Manager of the hotel advised her that the
name was spelled much different than it was. When I advised her that our system
automatically records every change made to a reservation, she became upset and
hung up the phone on me.  As a courtesy, the Fairfield Inn & Suites
Atlanta Airport South/[redacted] is issuing a refund of her reservation.
In
closing, this guest has received a full rebate for this reservation that was
booked under [redacted] instead of [redacted].  I have apologized for her
issues, and advised her that no further compensation will be forthcoming.
Sincerely,
Kim
P[redacted]
Corporate
Liaison
Mr.
Marriott Office of Consumer Affairs

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 ###-###-####

Ms. [redacted] has been communicated with on several occasions regarding the mattress/box spring she purchased from [redacted] (ShopMarriott).  In corresponding with [redacted], I have been assured, they only sell one foam Mattress for ShopMarriott and it is the product that was sold and shipped to Ms. [redacted].  It is the exclusive mattress for Marriott and is the same bed that is in the catalog and online.    
Ms. [redacted] was provided this bed set at a discounted price and it was shipped free of charge.  After a couple of months, Ms. [redacted] contacted us again, stating the mattress was uncomfortable and she wanted to return it.  She was aware this product could not be returned.  Marriott notified her she needed to contact [redacted] and when she did they suggested she purchase the mattress topper used at our hotels.  Ms. [redacted] refused, even though they offered the mattress topper at a discounted rate. 
[redacted] advised if she can supply them with the law tag or a photograph of the law tag, they will be able to confirm if she received the correct mattress set.  Ms. [redacted] has refused this offer as well.
Ms. [redacted] is stating the mattress she ordered listed a 9” mattress and 10” foundation and according to her measurements, she has a 7” mattress and an 11” foundation.  There is a very specific method that needs to be used in order to properly determine the depth of a mattress.  [redacted] stated they are not aware of how Ms. [redacted] made her measurements but according to their records the guest was sent the correct item.
[redacted] can be contacted at ([redacted].

guest was originally refunded by the hotel for her first nights stay.  As an additional gesture of goodwill, another refund of $109 plus tax was issued to the guest as of 08/09/2016.  A voice mail message was left for the guest advising of the additional refund.

[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:
Marriott inacurately claimed [redacted] Bank uphelded their position when actually after investingating requesting repayment, Marriott adamantly refused.Marriott neglected to provide proof or evidence of witnesses who observed discussions agreeing to double billing overcharges for early check-in for extra night charges.Marriott willfully omitted  Rosevilles management receptionist authorized approval, accepting early check-in at discount rate eliminating any additional fees, honoring pre-approved reservation as designated on internary, fully accomodating special request as a Marriotts Reward Associate Silver Elite friends and family member for years.Marriott Corporate Liason was unwittingly influenced to support Roseville Residence Inn's General Managers engagemnt in theft by deception by intentionally fabricating false email documentation claiming a verbal agreement transpired regarding approval of double billing overcharges for early check in at 3am, to justify unauthorized transfering of funds without notification or approval.
Regards,
[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]

We are responding to complaint number [redacted].  Please accept our sincere apologies for the frustration this has caused. 
After looking over Ms. [redacted]' case, we will stand with our original offer of a $50 rebate to her credit card that was left on file. At this time we are...

unable to honor Ms. [redacted]' request of a full refund.  As a gesture of goodwill, Mr. Marriott’s office has added 15,000 rewards points to your Marriott Rewards account, to use towards a future stay at a category 1-3 Marriott hotel upon availability.  Please know your business and your loyalty is important.
 
Thank You,
Washington DC/Embassy Row Courtyard

We have had extensive communications with this guest and the matter has been thoroughly investigated.  The guest accepted the 35,000 Marriott Rewards points we offered for her frustration but then continued to pursue the matter.  The points she received in compensation were in addition to...

the 5,000 points all members receive when purchasing a package on the Vacations by Marriott website.  Marriott partners with Vacations by Marriott to enable guests to package hotel accommodations with other travel components such as airfare.  When guests click on “Hotel & Flight Packages” on Marriott.com, the hyperlink takes guests to the Vacations by Marriott website. This is evident by the URL that appears in the browser window at the top of the screen, which is: http://www.vacationsbymarriott.com.  There is an FAQ link at the bottom of the main Vacations by Marriott page which takes guests to a list of frequently asked questions. The very first entry explains the platform is operated by Vacations by Marriott in partnership with [redacted].The guest did not contact Marriott International until after she used the package which limited our ability to assist her.  We contacted [redacted] on the guest’s behalf and asked them to investigate.  She had initially stated she did not receive her email confirmation until the following day but [redacted]’s records showed she reserved the package at 3:46 PM PST on February 14, 2017 and received the email a few minutes later at 3:49 PM PST. The email confirmation was opened at 3:54 PM PST.  Their records show the only price ever listed on the package she reserved was $3,188.83.  Any price change that occurred after the booking would have appeared in their records.  [redacted] has advised us rates can fluctuate when a guest goes from a results page to a check-out page. This is primarily due to changes in airfare pricing which can occur right up until the point of sale. The final price always appears on the check-out page before the package can be sold.   The possibility of this occurring is disclosed in the Terms and Conditions on the bottom of the main Vacations by Marriott webpage.We are very sorry for her continuing frustration in this matter but remain unable to offer compensation in excess of what has already been provided. - Sara T[redacted], Corporate Liaison, Mr. Marriott's Office of Consumer Affairs

[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]

The General Manager advised that a copy of the [redacted] report has been provided to the guest.  In addition, he has provided the guest the contact information for the hotel's insurance carrier.  In terms of the claim for reimbursement of costs, the insurance carrier will assign an adjuster...

who will independently investigate the incident and will make a determination as to liability and compensation.  As per Marriott policy, we will fully support whatever decision the adjuster reaches.  This would appear to respond to the two issues the guest wished addressed.  We, of course, regret that the guest's stay was not as perfect as we would have wished.

From: M[redacted],...

Fletcher Sent: Friday, December 05, 2014 3:24 PMTo: [redacted]Subject: [redacted] - Your Recent Stay at Marriott Palm Beach Gardens
Good afternoon [redacted],
Mr. Marriott has requested I respond on his behalf to the issues that you had with the heat in your room during a recent stay at Marriott Palm Beach Gardens.  I sincerely apologize for the discomfort you experienced because of the heat not working properly during one of your pervious stays with us.  I did take the opportunity to look into the matter and found that our Guest Services Manager, Eric S[redacted], did reach out to you on your first night when we were notified of the problem and offered you alternate accommodations by moving you to another room.  For reasons of your own, you did decline to change rooms.  After you contacted Customer Care, the hotel’s Front Office Manager, Shelley G[redacted], responded to your note, apologized and offered 10,000 Marriott Rewards Points.  You respectfully declined Ms. G[redacted]’s offer, intimating that you were looking for different compensation.  On your next visit to the hotel we upgraded your accommodations to a suite to further demonstrate our remorse. 
[redacted] we value you as a loyal member of Marriott’s reward program and as a frequent guest of this hotel.  I am deeply sorry for the inconvenience you suffered and would like to offer you 20,000 Marriott Rewards points, equivalent to one free night at this hotel.  Thank you again for your patronage and I look forward to welcoming you back on Monday, December 8, 2014.
Should you have any further questions for concerns, please feel free to contact me at the above email address or directly in my office at ###-###-####.  Have a great weekend and happy holidays,
In Hospitality,
Fletcher *. M[redacted]
General ManagerMarriott Palm Beach Gardens[redacted] | Palm Beach Gardens, FL | [redacted]
T: ###-###-#### | F: ###-###-####
[redacted]@marriott.com
www.marriott.com/PBIPG

[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.  Here is what I sent back yesterday.
-----Original Message-----
From: [redacted]]
Sent: Tuesday, September 16, 2014 8:22 AM
To: 'C[redacted], Ashley'
Cc: '[redacted]; '[email protected]'; '[email protected]';
'[email protected]'
Subject: RE: Your Previous Stay at the [redacted] Inn by Marriott
Importance: High
Once again, I will state the issue as you have missed it
or are avoiding it.  I was lied to about
the room I was receiving.  Never would I
have agreed to spend my anniversary trip with my wife in double beds.  I was promised a comparable room to what was
confirmed.
I have no intentions on re-visiting your location under
the circumstances so the 'upgrade' is worthless.  I am asking for what was promised to me, a
comparable night's stay at a Marriott of my choice.

[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]

This review is in regards to the JW Austin Texas Marriot.
Last week I called in as I was just aware I was able to make a wedding for May 26th to May 29th. I was told by bulk sales they would honor the $139 pricing then was called back later saying they were priced at $269. Obviously I wasn't too happy about this...
As I was gaining more information about this pricing it turns out that now the hotel is booked to max capacity. I'm at the understanding that hotels usually have at least a few rooms available in case of emergencies, but wasn't able to snag one of those for some reason.
Whenever I travel I always try and use Marriott, but this was a very unpleasant experience.

Below is both the email from the hotel to the guest and the reply from the guest to the hotel:--------------------------------------------------------------------------...⇄ 4 mei 2015, om 18:26 [redacted] <[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] ::: ---------------------------------------------------------------------------...⇄ [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]

[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.  I also spoke with Sara T[redacted], of Marriott, on the phone this week and appreciated Marriott's efforts to resolve this issue and communicate clearly with me. 
Regards,
[redacted]

We have decided to reimburse [redacted] for the full amount of his repairs. You may close this issue.