Marriott International, Inc.

From:
New Roman""> P[redacted], Kimberly Sent: Tuesday, September 16, 2014 12:47 PMTo: '[redacted]'Subject: Marriott's Response to your Revdex.com claim regarding Marriott’s Look
No Further Team
September 16, 2014
[redacted]
Via Email:  [redacted]
Dear [redacted]:
Thank you for your correspondence
with the Revdex.com regarding your claim with Marriott’s
Look No Further Team. We appreciate your comments and
I am pleased to respond on behalf of Marriott International and the hotel.
We remain sorry for the challenges you encountered during this
process.  We value the opinions and suggestions of all guests and will
share your thoughts with the appropriate department within Marriott.  We
hope you will accept our sincere apologies for this event.
We have researched your claim and found that at the time of
validating your claim both [redacted].com and [redacted].com were selling rates that
mirrored what was booked on Marriott.com.  This is the reason your claim
was denied and without Marriott being able to validate the lower rate you
viewed we are unable to approve your claim.  The Marriott Look No Further
Team has 24 hours to validate claims from the time a guest submits it and they
were able to validate yours in 5 hours and 23 minutes.  All of our agents
are required to view the compared rate on a live website during processing.
This is due to the fact that rates are limited in availability and rates
displayed to a guest may fluctuate and even sell out before a reservation is
confirmed. Offers described in claims are validated through a review of the
entire reservation process through which the offer was found, beginning with a
search for both the hotel and available rates.  When reviewing the
comparison offer described in your claim, we were unable to locate the same
offer.
For future reference, below is the web link to the Terms &
Conditions of Marriott's Look No Further(SM) Best Rate Guarantee:
https://www.marriott.com/hotel-prices/travel.mi 
[redacted], we value your business and your continuing
patronage is very important to us.  We look forward to welcoming you for
many years to come in the time honored tradition of Marriott hospitality. 
Sincerely,
Kim
P[redacted] 
Kim
P[redacted]
Corporate
Liaison
Marriott
International

May 26, 2016[redacted]Villa Rica, GA [redacted],Your letter to the Revdex.com has been referred to me for a response.  I am writing in regards to your stay at our Residence Inn property in Akron/Fairlawn.I apologize for the issues you...

experienced with our hotel.  Rest assured your issues will be addressed with our management team and staff.  I sincerely appreciate your feedback.Unfortunately we will not be able to honor your request to be elevated to Platinum Elite status and award you the Marriott Rewards points which you are requesting. Again, I sincerely appreciate your comments and we will continue to train and educate our team so that these types of issues do not occur in the future.Best Regards,John L[redacted]Regional Director of OperationsRadius Hospitality

From: P[redacted], John Sent: Friday, September 12, 2014 3:56 PMTo: [redacted]Cc: [redacted]Subject: Missing Compensation [redacted]...

[redacted] Revdex.comGood evening [redacted], I am responding on behalf of Mr. Marriott. It was my pleasure speaking with you a few minutes ago. I can only imagine how you must have felt and I am so sorry about the events that led to your dissatisfaction. Please know that I have rectified the issue and a check is on its way to you soon. Your business and satisfaction is so very important to me, please feel free to contact me if I can assist further. Thank you so much for being an Elite Member in regard to the Marriott Rewards program. JohnJohn A. P[redacted] General Manager, [redacted] Marriott Suites [redacted]o: ###-###-#### | f: ###-###-#### |c: ###-###-####john.p[redacted]@marriott.com | www.marriott.com/[redacted]

Good afternoon [redacted], I am writing regarding ID [redacted]. I have looked into [redacted]’s account and it seems we credited the incorrect [redacted] for the parking charge. I have process the correct account for him and e-mailed him a receipt for the credit of $58.00. Thank you. Be...

well, KELLYS[redacted]Director of Operations

From: [redacted],...

[redacted] Sent: Tuesday, May 27, 2014 2:15 PMTo: '[redacted]'Subject: RE: [redacted] Marriott Issue
 
Dear **. [redacted],
 
I have been in contact with **. [redacted] at the [redacted] Marriott who confirmed that they placed a check in the mail later in the afternoon on Thursday, May 22, 2014 for the amount of the over drafts.  You should hopefully have this check by the end of this week.  Please let me know when you receive this so I know have confirmation that it arrived.
 
Warm Regards,
 
[redacted]
Corporate Liaison
Mr. Marriott’s Office
Email: [redacted]
Phone: ###-###-####
Fax: ###-###-####
 
This communication contains information from Marriott International, Inc. that may be confidential. Except for personal use by the intended recipient, or as expressly authorized by the sender, any person who receives this information is prohibited from disclosing, copying, distributing and/or using it. If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law.
 
 
 
From: [redacted] [mailto:[redacted]] Sent: Tuesday, May 27, 2014 12:44 PMTo: [redacted], [redacted]Subject: Re: [redacted] Marriott Issue
 
Thank you for your reply. Since I filed the complaint, the hotel has refunded to my account the amount for which I was billed. I am, however, still waiting for the $72 in overdraft charges that I incurred as a result to be refunded as well.
 
 
-----Original Message-----From: [redacted], [redacted] <[redacted]>To: [redacted] <[redacted]>Sent: Tue, May 27, 2014 1:32 pmSubject: [redacted] Marriott Issue
Dear **. [redacted],
 
Thank you for taking the time to contact the Revdex.com about your experience at the [redacted] Marriott.  Your comments are very important to us and I am pleased to respond.
 
We were very concerned to learn of your billing issues and over draft fees that resulted from this.
 
**. [redacted], I have taken the liberty of sharing your remarks with General Manager [redacted] and asked that a member of the management team follow up with you directly.  Thank you again for taking the time to share such helpful feedback.
 
Sincerely,
 
[redacted]
Corporate Liaison
Mr. Marriott’s Office
Email: [redacted]
Phone: ###-###-####
Fax: ###-###-####
 
This communication contains information from Marriott International, Inc. that may be confidential. Except for personal use by the intended recipient, or as expressly authorized by the sender, any person who receives this information is prohibited from disclosing, copying, distributing and/or using it. If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law.

From: P[redacted], Kimberly Sent: Wednesday, June 08, 2016 9:53 AM To: '[redacted].com' Subject: Marriott Rewards points expiring June 8, 2016 [redacted] Northbrook , IL  [redacted] Via Email: [redacted].com Dear [redacted]: Thank you for taking the time to write the Better...

Business Bureau regarding your Marriott Rewards points expiring after two years of inactivity.  We appreciate your comments and I am pleased to respond. The right for Marriott to repossess points from accounts that have not had activity in the previous 24 months has been a part of the Terms and Conditions of the program since its inception; it is simply a right that Marriott has never exercised.  The reason Marriott is now exercising the right they have always had is the large number of accounts that have a few thousand points in them and have no activity for years and the cost of maintaining the records of these many, many accounts has become significant.  The Marriott Rewards program is, after all, a loyalty frequency program and virtually all such programs, hotels and airlines alike, have provisions to remove points or miles in the event of prolonged inactivity. Points can be protected in a variety of ways of earning or using points.  The easiest way is to stay at a Marriott hotel once every two years.  Another way is to use the Marriott Rewards Credit Card by Chase once every two years.  You can use your points for a stay or on-line for merchandise and that counts as activity.  Finally, you can purchase 1,000 points on-line for $12.50 once every two years. Even though your account has not had activity for over 24 months I am happy to extend a one-time exception and re-instated the Marriott Rewards points that were removed.  Please be advised if this account or these points are not utilized in the next 24 months we will not be able to retrieve them again. [redacted], we know some people will be upset with our exercising a right we have always had but this will allow us to use our resources to provide those loyal members who do have activity once every two years with the best loyalty program we can.  We appreciate your understanding. Sincerely, Kim P[redacted] Kim P[redacted] Corporate Liaison Mr. Marriott Office of Consumer Affairs

Dear [redacted]:
Please accept our apologies for emails sent to you in error.  The member has been contacted and his email address has been corrected.  You should not receive any new emails sent to his attention. ...

Please allow time for any preset emails to clear our system.
Regards,
Michelle L[redacted] / Corporate Liaison / Marriott International

[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: Marriott was negligent with respect to providing security measures to customers' cars on their parking lot: insufficient lighting, absence of security cameras, open access to the parking lot with the gate arm up for hours with no man attendance is the invitation to the crime as being proven not just by my case, but by 10 other police reports filed for thefts on or within Marriott vicinity area within past three months. Marriott Claims Service denied my claim on the false assumptions that 'Marriott does what is reasonable to protect guests and their valuables'. My experience shows that there were no protective measures, reasonable or unreasonable,  from Marriott with respect to crime prevention on their parking lot. 
I demand Marriott to acknowledge that insufficient lighting, absence of security cameras on unmanned parking lot in addition to open access during dark hours like I observed on Friday, 11/14/2014, mean that they don't provide reasonable protection, therefore they have to bear a financial responsibility for my loss. I don't care how I will get the compensation - through Marriott Claims Services or by Marriott directly. Marriott Claims Services should not deny the claim based on false assumptions. 
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 Mr. B[redacted] has yet to credit back the $250 to my [redacted] credit card.  My experience with this facility  is that they do not follow  through on their commitments.  Therefore before I accept their response I need to see the $250 credit on my card.  Also, Mr . B[redacted] needs to acknowledge that I have NOT received the engineering report he keeps claiming his employee sent me.   Why has he not sent it to me? If he really wanted me to see it, I would have thought he would have taken the initiative to send it to me.  The bottom line, no one in our group smoked in the room.
Regards,
[redacted]

General Manager advised she had attempted to reach guest on the telephone unsuccessfully. She sent the guest an e-mail that she had refunded the No Show charge and spoke to [redacted] to do the same thing.  She apologized for the incident happening.

We have noted the guests comments and apologize she is not satisfied.  The hotel has no liability and plans no further actions.

We have contacted the guest and issued a full refund.- 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]

I spoke with the guest and apologized.  We made a new reservation for her at the original rate and she is happy.
- Sara T[redacted], Corporate Liaison, Mr. Marriott's Office of Consumer Affairs

November 5, 2014[redacted]re: Contract signed 12/12/2013 for accommodations at the Marriott,...

[redacted], Nebraska (the "contracts")Dear [redacted],Per your meeting with Susan M[redacted] and Autumn Z[redacted] on November 5th of 2014, the cancellation of your Wedding Reception for October 30th of 2015 was discussed. Outlined below are the items discussed:- Because we value yor relationship, we are reducing your cancellation fee from $2,300.00 to $400. The [redacted] Marriott requires that the $400 payment be received by December 31st of 2014 or further action will be taken.Pleae contact myself should you have any questions or require additional information.Sincerely,Autumn Z[redacted]Catering Managercc: Susan M[redacted], direcot of salesMike R[redacted], general managerCody R[redacted], accounts payable :::

The hotel reports as follows:Thank you for reaching out to us regarding [redacted]'s complaint regarding his stay at our hotel back on January 5th for two nights. Our Front Office Manager Carolyn M[redacted] was actually dealing with [redacted] and [redacted].She had sent an email to Marriott...

Customer Care regarding the customers combative interaction with staff.  Long story short has [redacted] mentions. Upon check in [redacted]'s reservation was a [redacted] and both parties presented their Marriott Rewards card.  Only [redacted]'s could be used. However, [redacted] was correct that the Front Desk associate did not immediately offer the breakfast voucher and before either guest could get 2 feet from the front desk she corrected herself.  The gentleman took the vouchers and walked across the lobby to our water station and came back after a few minutes and [redacted] was demanding they both get 100.00 cash as he stood on the Front Desk and leaned across the counter into the associate. Ms M[redacted] was immediately called upon to assist. Ms. M[redacted] reached out to Marriott Rewards to get clarification because she could find nothing on MGS that states a cash payment. Per Marriott Rewards since the guest took the vouchers then the obligation was complete. Marriott Rewards also mention these two guest were from Starwood and the question was raised if they might be misinterpreting the program or might be looking at something totally different. Ms. M[redacted] was able to satisfy [redacted] by providing him a $40.00 food and beverage credit (excluding alcoholic beverages) to use in our restaurant , plus both Marriott reward accounts # [redacted] and [redacted] were provided the points of 1500 each, plus the breakfast vouchers for a full buffet breakfast vs the standard continental.  [redacted] did all he could to obtain a full $100.00 in a food and beverage credit but in the end came to the agreement above.. All of this was day one January 5th. January 6th- [redacted] approach the Front Desk and insisted he had read that he should be getting a beverage and appetizer and wanted more, so the supervisor provided them with two - complimentary appetizer vouchers- no beverages are included with this offer and advised [redacted] they could use one per sitting, such as lunch and dinner for the dates indicated. [redacted] became combative in the restaurant insisting on combining his vouchers and to include beverages and the Manager On Duty for the weekend was asked  to get involved by the restaurant staff only because he was making a vocal scene amongst other patrons. Both Front Desk Supervisors were addressed and had discussions with their Manager on the proper and easier way to handle a guest like [redacted]. which they both found overwhelming with his combative nature, non the less a lesson was learned and they are two dedicated associates and better for it.

The hotel has made repeated attempts to reach [redacted] but every call goes to voicemail and she has not returned the hotels call.  The hotel is going to proceed with refunding the two disputed nights.  The hotel has processed the transaction from the hotel buy depending on which bank the...

card was issued by, it may take from 3 to 5 business days before the credit is applied.

The description this guest gives of the hotel and her room doesn't match our Nashville Marriott at Vanderbilt hotel.  They do not have Jacuzzi tubs or patios. I believe the guest is referring to a different hotel.

[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 fell like I deserve a refund for their employees mistake. This was clearly not my fault and I should not be held responsible.
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:
I have contacted the travel web company I used to book the hotel room and they stated that they don't issue refunds and stated I should contact marriott for a refund.  It seems that I am just being given the run around.
Regards,
[redacted]