Marriott International, Inc.

Second response to guest from the [redacted] Marriott-
 
[redacted],
Once again, on behalf of Mr. S[redacted] and the [redacted] Marriott we would like to apologize for the service failures and noise you encountered on your floor during your recent stay with us. While we appreciate your feedback you provided we do not feel further compensation is appropriate. Please accept the $150 reduction on your final folio that was provided on 10/20 as a gesture of our sincerity.
We apologize that you had not seen our previous correspondence but, if you would like to discuss your recent experience further please do not hesitate to contact me directly.
Regards,
Mike R[redacted] |Guest Relations Manager | [redacted] Marriott

We would like a billing adjustment and credit. We had four rooms at the hotel over a 30 (thirty) day stay. At the least, the day where we were supposed to have switched rooms comped. It was the day we were promised a handicapped room on a specific floor which suddenly became unavailable and we were...

kept waiting over four plus hours with nowhere to move to. Meanwhile I am hospitalized and could not help my family in this situation. The manager who promised us the specific room was away that day on vacation and nobody else at the hotel seemed to know the situation.

We regret that [redacted] was upset that the insurance adjuster was unable to assist him with his claim, which for the record is Claim # [redacted].  As a matter of policy, whenever there is physical injury or property loss or damage, we refer the matter to the insurance company for...

that property, which in this cse is [redacted].  The assigned adjuster, Ms. Marissa *. B[redacted] Senior Resolutions Manager, has decided against the claim and as expressed earlier, we will support whatever decision the adjuster arrives at.  We regret there is nothing further that we can do and would encourage [redacted] to follow-up with the adjuster is he is unhappy with the results of her work.

Dear Valued Guest; Your letter to the Revdex.com has been referred to me for a response. I apologize you were not informed of the $250 cleaning charge posted to your credit card without informing you. That should not have happened and was credited this afternoon. You should see the...

adjustment within 5-7 business days. Based on the detailed information you provided and the fact you and you husband don’t smoke, please accept my apology for this unfortunate misunderstanding. While I am investigating to see how this incident occurred, I hope this incident won’t keep you from enjoying Marriott Hotels in the future. Please contact me should you have any further questions. Sincerely,Maureen C[redacted] General Manager Courtyard by Marriott Rancho Bernardo 11611 Bernardo Plaza Ct. San Diego CA,92128 D ###-###-#### F ###-###-####

[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]
The irony of this is that the hotel only follows up and provides a response when an official complaint is lodged with a regulatory body.  When I talk to their front desk staff or Marriott forwards a complaint to them, it goes completely unnoticed.I don't believe anything will change until I experience the change.
Regards,
[redacted]

I spent my 10 year anniversary at the Sanibel Harbour Marriott Resort & Spa the weekend of October 21st to October 23rd and I am still waiting for this resort to add 500 Marriott Rewards Bonus Points. I called the resort 3 times to no avail.

Sent: Friday, August 29, 2014 9:12 AMSubject: Your Marriott Marquis Washington DC Feedback
 
Good evening [redacted],
 
I wanted to reach out to you again based on the feedback you provided regarding this issue.  Please note that we will be refunding your credit card the $395.54 in charges.  This this may take 5-7 business days for you to see the credit to your account. Please let me know if you do not see the credit on your account within this timeframe.
 
Please let me know if you have any questions.
 
Thank you,   
 
Mike H[redacted]
Assistant Front Office Manager | Marriott Marquis Washington DC
 
901 Massachusetts Avenue, NW
Washington, DC 20001
 
Office |  ###-###-####
Fax |  ###-###-####

[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]

Marriott International has been made aware of a series of fraudulent telephone calls being made in different parts of the world where the caller offers a complimentary stay at a Marriott hotel to entice the personal taking the call to listen to a sales pitch unrelated to Marriott.  This...

practice, know as "scamming", typically incorporates a company's branding in order to get someone to provide personal information or buy a product or service.  Marriott International has a long standing commitment to protecting the privacy of the personal information that is entrusted to us.  Marriott has not provided any information to the parties involved in these fraudulent calls.  If you receive a suspicious telephone call, especially for a contest you did not enter, we urge you not to provide any personal information, especially credit card information.  Instead, simply end the phone call.

From: L[redacted],...

Jason Sent: Thursday, March 19, 2015 9:54 PMTo: Subject: San Francisco Airport Marriott Waterfront
Good Evening [redacted],
Thank you for contacting the Revdex.com regarding your visit with us on March 14th here at the San Francisco Airport Marriott Waterfront.  I apologize for your experience.  We provided a negotiated discounted self-parking rate of $5.00 for duration of the event.  Payments were collected from Attendees and Vendors at the Front Desk as well as in the Banquet facilities.  Everything we do here at the San Francisco Airport Marriott is done to enhance the guest experience.  In order to facilitate a speedy egress and avoid any excessive delays at the conclusion of the event, we did open the parking lot gates.  I am sorry you did not feel this was a fair practice and I can certainly understand how other attendees may have been dishonest and failed to pay.
 
As a gesture of hospitality, I have issued a $25.00USD Marriott Gift Card that will be sent via USPS to your address provided by the Revdex.com on Linden Street.  If there is a more preferred address to send the Marriott Gift Card to, please let me know at your earliest convenience.
 
We strive for excellence here at the San Francisco Airport Marriott Waterfront and I greatly appreciate your candid feedback.  If there is anything else I may do to be of service, please do not hesitate to contact me.
 
Kind Regards,
JASON L[redacted]  I Senior rooms operations manager
san francisco airport marriott waterfront

From: [redacted] [mailto:[redacted]] 
Sent: Monday, May 04, 2015 4:44 PM
To: [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]
Op 4 mei 2015, om 18:26 heeft [redacted] <[redacted]@in[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].com
o: ###-###-#### f: ###-###-####
[redacted] Lancaster, CA  [redacted]

Response to ID #[redacted] From: MCOWC Customer Care Sent: Wednesday, September 07, 2016 2:43 PM Subject: Your Recent Stay at Orlando World Center Marriott Dear Mr. [redacted], I am writing on behalf of Orlando World Center Marriott; your concerns to the Revdex.com have been...

referred to me for a response.  Please allow me to express our sincerest apologies. From the nature of your comments, we fell considerably short in our efforts to provide the service you have come to expect from Marriott. I regret the unfortunate circumstances you experienced during your recent stay. These issues are not indicative of the type of service and stay we strive to provide to our guests. I realize the situation you described with the debit card authorization was frustrating and certainly understandable and I apologize for any inconvenience it caused.  From my research, I found the supervisor did attempt to contact the [redacted] to cancel the authorization.  I regret [redacted]’s disinclination to process the cancellation in a timely manner.  While it does not negate your experience, I am happy to refund you the cost of the first night (room + tax) for the debit card difficulty.  Please let me know the last 4 digits of the card used to pay for your stay so I refund the correct account. Your valuable feedback has been shared with the executive leadership and front office teams.  Mr. [redacted], we greatly appreciate you sharing your thoughts with us so that we may continue to make enhancements and deliver exceptional service in the future. We appreciate you choosing the Orlando World Center Marriott and ask that you please consider us again for your lodging needs in Orlando.   Sincerely,  Brian L[redacted] Guest Relations Supervisor Orlando World Center Marriott [redacted] Drive Orlando, Florida 32821 ###-###-####

AS AN EXCEPTION TO POLICY, I HAVE THIS DATE PLACED 31,888 MARRIOTT REWARDS POINTS INTO THE MEMBER'S ACCOUNT, REPRESENTING POINTS EARNINGS FOR ALL OF 2016.  HIS THREE TRIPS SO FAR IN 2017 HAVE EARNED POINTS.

[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: I don't feel the business exercised responsibility in letting its customers know this information prior to these scammers getting it. They've been calling me several times a day non stop for weeks while I'm at work. It's always from 714 area codes with a 943 prefix that matches my cell number. When I call back it says the wireless caller is not available. I don't answer any calls that I don't recognize! I'm not stupid so I don't need a lesson on what scammers are etc.! I hate it when people talk to everyone with the same tone and mentality - like we're stupid like the younger generations! Pisses me off! The fact remains that you should have told your customers before this happened. How do we know your systems weren't breached? Companies lie about their systems security all the time until a hacker forces them out of the closet. You showed a serious lack of responsibility in reporting this issue to the FTC or informing customers. Once again you're dodging your responsibility in how you handled this matter. I rest assured knowing this complaint will appear on the Revdex.com's site and others will know about it. All you did was confirm that I should never do business with you again. I'm reporting these numbers to the FTC and will utilize your name as the originating source of the problem, since the company is using YOUR name! Is!
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 courtyard Marriott has submitted an additional claim with the paper work needed to show medical necessity of Prescribed TMJ appliance that was in my mouth when retired in my hotel room on the night of July 2nd and not in my possession when we were asked to transfer ourselves and belongings to another property across town at 4:30 AM.on July 3rd. I will wait for the follow up  response to 2 nd request before responding to above. 
Regards,
[redacted]

As mentioned in the original response, it is Marriott policy in the event of a bodily injury or loss of material to turn the  issue over to the insurance company and for the adjuster to investigate and resolve the issue.  We will support whatever decision the adjuster makes.  We apologize that the incident occurred but the issue is now between the insurance adjuster and the guest and there is nothing which we can do.

Dear Katrin G[redacted],
 
Thank you for contacting the Revdex.com regarding extending your [redacted] earned for using your Marriott Rewards Chase [redacted]. 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 explain what occurred.  The certificates are issued and good for six months. A [redacted] had been extended in March of 2014 which is considered a one-time exception. We only make this exception on a one-time basis; however, your situation is unique and we will extend the certificate on additional time. The [redacted] is good until June 6, 2016. Please understand we will be unable to extend any future certificates as we have made this exception prior.
 
I was also sorry to learn of your interaction with a Marriott Rewards Associate and disappointment and that you did not receive the service you expected from Marriott.  Thank you for providing details that will help us identify the call and the associate involved. Our management team will use this information to research the call as an opportunity to improve the service our team members provide.
 
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, [redacted]
[redacted] 
[redacted]

The following letter has been sent to the guest:November 13, 2017  [redacted]
[redacted]
[redacted]  **   [redacted]
   [redacted]
 Thank you for contacting us by way of the Revdex.com regarding your stay at the...

Fairfield Inn and Suites [redacted].  It is my understanding you did not desire communication with the staff at the hotel, which is why I am responding to your complaint. In reviewing the status to date, I see you have already been compensated by the award of Marriott Rewards points into your account sufficient for a one night stay at a Category One hotel and additionally have been credited with one night room and tax from your stay.  It also appears you have disputed the charges to your Credit Card company, who has found in favor of the hotel. It also appears that when the hotel offered housekeeping services during normal business hours, you declined these services. Based upon the above, it is determined that the compensation already awarded is adequate and sufficient for the situation and no further compensation will be provided.  We do regret and apologize your stay had difficulties.   Sincerely,   Joseph J. R[redacted]Corporate LiaisonMr. Marriott’s Office

From: [redacted] [mailto:[redacted]] Sent: Wednesday, April 27, 2016 12:40 PMTo: Erin B[redacted]Subject: Re: Courtyard and Residence Inn Austin Downtown StayFantastic, thank you Erin. I'm very happy that this issue has come to this conclusion, this is what I had hoped would...

happen with a company with a reputation as strong as Marriott's, and I'm pleased that it has. Thank you for your assistance and have a great rest of the week.Sincerely,[redacted]On Apr 27, 2016, at 12:28 PM, Erin B[redacted] <erin.b[redacted]> wrote:Good day Mr. [redacted]. Your letter to the Revdex.com has been referred to me for a response.  I am sorry to hear how you were charged.  While we did rebate other guests for noise disturbances on your floor, I see no obligation by you to offset this cost nor do I see language in your group contract that would indicate that you are liable for this charge. I will have the $269.54 charge reversed asap.  You should see a credit to your account within 48-72 hours.  Again, I apologize for the hotel charging you in this manner.  Please let me know if you have any further questions or concerns, Take care,    Erin B[redacted] | Dual General ManagerCourtyard & Residence Inn by Marriott Austin Downtown | Convention CenterFeaturing [redacted] Restaurant & Sports Bar & [redacted] Coffee Shop[redacted] | Austin, TX 78701 | p – ###-###-#### | f – ###-###-####Erin.b[redacted]

Hotel response to guest regarding, complaint #[redacted].When we found out about these holds and charge we immediately called the bank to have them released and allowed [redacted] to cancel her reservation, which was an advance purchase, with no penalty. I have personally spoken, via phone, with [redacted]...

[redacted] and assured her that there will be no more unauthorized holds or charges made by the hotel and in fact told her that since her account is closed this is not even possible. There is one hold on her account that we are waiting to be released by the bank in the next day or so and then we should be good. As a gesture of goodwill and to gain back her trust I also offered [redacted] a complimentary stay with us, should she wish to come back. She was grateful for my personal call, appreciated the offer and will let me know when the charge is released and if she wishes to stay with us.DAVID C[redacted] | GENERAL MANAGER