Marriott International, Inc.

Mr. Marriott's office has spoken with Richard R[redacted], General Manager.
size="3"> 
Standard protocol was followed when you and your group were asked to leave due to the noise complaints the front desk received.
 
Marriott is a smoking free hotel and has pictures of the smoking evidence in the rooms reserved.  You were correctly assessed a $250.00 smoking fee.  Please feel free go through Chase if would still like to dispute the smoking charge.  The hotel will provide Chase with the evidence they have. 
 The hotel will not be refunding the $250.00 smoking fee.

Dear [redacted],
 
Thank you for your recent correspondence to the Revdex.com regarding your experience at the TownePlace Suites Denver Southwest and your request for additional compensation.  I appreciate your candid feedback regarding the issues encountered during your stay. 
 
I can certainly understand your frustration with the events that occurred during your stay at the TownePlace Suites.  Our goal is to exceed the expectations of our guests by making their stays memorable.  [redacted], we realize we made your stay memorable, but not for the right reasons.  Rest assured we will continue to work with our associates to ensure improvements are made in this critical area of performance.  We hope you will accept our heartfelt apologies.
 
We feel the property did in goodwill refund your 10,000 points which is equal to a complimentary one night stay.  We feel this was an appropriate action. 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 will be forthcoming related to this matter.
 
We appreciate your patronage.  We trust you understand this is our final position.
 
Jennifer D[redacted]
Corporate Liaison, Mr. Marriott's Office Phone: ###-###-#### Email: [redacted]@marriott.com

Dear [redacted]:

face="Calibri">
I am responding on behalf of Vacations by Marriott, regarding a non-refundable package in which you purchased on August 31, 2014.
We are sorry to hear of your disappointment regarding the terms and conditions of the cancelation policy.  The 24 hour/non-refundable policy is primarily due to the airline restrictions.  We are unable to cancel airfare, and are held to the airlines policies.  Had your request to cancel been brought to the attention of Vacations by Marriott within 24 hours of booking, or prior to your travel date; they would have been able to assist with a cancellation and the refund of the hotel portion of your package.
Please accept our apologies for the frustration this experience caused.  It is our sincere hope that you enjoyed your stay at Marriott, as your business is valuable to us.
Sincerely,
Marriott Corporation

The hotel General Manager spoke with [redacted] and apologized for the confusion.  He has rebated the full amount to both credit cards.  The guest was satisfied with the resolution.

[redacted] has been sent an email apology advising her the remaining charge of 93.75 has been refunded and a total of 45,000 points posted to her Marriott Rewards account.

Mr. Y[redacted], the General Manager, reports he has been in contact with the guest and has agreed to refund two nights rather than just one.  He stated the guest seemed very pleased with this result.  We now consider this issue closed.

I have telephoned the guest to apologize.  In addition to the 10,000 Marriott Rewards points already provided, we are sending the guest a refund check in the amount of $125. 
- Sara T[redacted], Corporate Liaison, Mr. Marriott's Office of Consumer Affairs

The guests have accepted 15,000 Marriott Rewards points for their inconvenience and the housekeeping issues they encountered during their stay. 
- Sara T[redacted], Corporate Liaison, 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.  Thanks again for helping on this issue and create a win-win situation.
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]

From: C[redacted],...

Kathy Sent: Wednesday, July 29, 2015 7:49 AMTo: [redacted]@[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

[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]

May 25, 2016
[redacted] St.
San Francisco,...

CA  94110[redacted]
 
Dear Mr. [redacted]:
 
Thank you for your comments concerning Marriott’s Look No Further Best Rate Guarantee program. 
 
Please accept our apology for any frustration this matter may have caused you.  The Look No Further(SM) Best Rate Guarantee does not apply to rates that are publicly available, such as negotiated corporate or group rates, or discount rates offered only to members of groups or individuals who meet previously-specified criteria, including [redacted] members, seniors, government employees, or Marriott Rewards members.
 
[redacted] charges an annual fee for members therefore; we were unable to compare the rates to [redacted] which is not a publicly available.
 
In additions, to review all Marriott Look No Further(SM) claims, a reservation must be made through any Marriott Reservation Channel (meaning our Worldwide Reservations Centers, a Marriott hotel, or an official Marriott Web site).  The reservation must be an active booking.  Your booking was cancelled before you send the claim.
 
Thank you for taking the time to bring your concerns to our attention.
 
Sincerely, 
 
 
Ms. Line K[redacted]
 
 
Ms. Line K[redacted]
Corporate Liaison
Mr. Marriott’s Office
Phone: ###-###-####
Fax: ###-###-####
[redacted]

Dear Revdex.com, Guest has been compensated for two nights $225.72 and had received 5000 Marriott Rewards Points for the service issues. The CY Columbia Downtown at USC turned in the mouthpiece into their insurance company for a 2nd review and we are waiting for the resolution.  All further compensation will be determined them alone. Marriott will be supporting any decision made by the insurance company.   Kind Regards, Diane K[redacted] Corporate Liaison Mr. Marriott’s Office

Please refer to Marriott.com for our terms and conditions:
Earn Points, point number (8)
8. Rooms booked at the Marriott friends and family or the associate rate or at The [redacted] friends and family or the associate rate are not eligible to earn Points or elite night credits.
http://www.marriott.com/rewards/terms/earning.mi
File closed.

Dear [redacted]:
We are in receipt of your complaint In regards to your "Customize Your Rewards" request for the wine cooler noted.
0in 0in 0pt" class="MsoNormal">This item requested was never in any the [redacted] catalogs or on their website. In fact, you submitted a Customize Your Rewards request for this specific item. Please also realize that the item requested is an item that was retired by the vendor/manufacturer. 
 
The Marriott Rewards program – as well as  the Customize Your Rewards program clearly states that all items requested are not guaranteed to be available.
"All Awards are subject to availability and restrictions may apply as to when Awards can be redeemed. Some items may not be available due to restrictions. "
 
We are happy to see that [redacted] will reach out to you to learn the specific dimensions of the opening, and will attempt again through the customize your rewards program – to source an a similiar item if available.
 
Regards,
 
Michelle L[redacted] / Marriott Corporate Liaison

The Marriott never informed me that my credit card will be charged more in case of incidents. I looked at my bank statement online and was surprised to see the charge. I had contacted Marriott and customer service was no help. They never apologized nor did they offer any solutions. I am very unhappy with Marriott and I will NEVER deal with them again!

Hotel response to guest regarding complaint #[redacted]
Good Day Ms. [redacted] – I’m in review of all of your correspondence with us and the Revdex.com. On behalf of...

the executive leadership team here at the hotel please accept our sincerest apology for the many challenges that have been presented. We certainly understand your frustrations and want to do what we can immediately to turn this around. I’m in receipt of information that a dispute was filed with your credit card and [redacted] is unable to process a refund. Please be advised that in order for the refund to be processed the dispute would need to be released with your bank. We will then work with your bank and [redacted] in order to process the refund for your pervious stay. Chandra W[redacted], Guest Relations Manager has been copied on this correspondence and will anticipate your reply with the release for further action on the refund. Again, we sincerely apologize. Kind 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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Customer Care Guest Experience Issue Issue Type Email Status OpenAddressed To Revdex.com Level [redacted]Issue Record Number [redacted] Type Service Provider Customer Care Brand [redacted]Docs Sent By email Property...

Id [redacted]MARSHA Property Code [redacted] Property Name San Juan Marriott Resort & Stellaris CasinoTime Zone (GMT-04:00) Atlantic Time (Canada) MBS NoRegional Desk [redacted]; [redacted] (1x) NoAddress 1309 Ashford Ave. Property Phone ###-###-####State Puerto Rico City San JuanProperty General Manager Jose G[redacted] Zip [redacted]  Deflag Date Property Email [redacted]@marriotthotels.com[redacted]@marriotthotels.com[redacted]@marr...⇄ / Time Closed Date / Time Opened 06/27/2016 04:49 PM MDT Overdue   Age of Issue (Days) 1Assigned To [redacted]  Manager Betty E[redacted] Entered By Lisa H[redacted]IATA Number  Priority High1st Notified Date  Last Notified Date Promise Closed Date  Audited N/AResponsibilityWhat is this?  Hotel Service or Other Hotel Error  Marriott Rewards Account Number [redacted] Marriott Level RegularTitle  Ritz Member NoFirst Name [redacted] Last Name [redacted]Contact Name  Address Belongs To GuestCompany Name Address [redacted]City Clinton State/Region MDZip / Postal Code [redacted] Country Home Phone  Work Phone Mobile Phone ###-###-#### Fax Email Address [redacted].com[redacted].comConfirmation Numbers [redacted] Cancellation Number Arrival Date 06/09/2016 Departure Date 06/12/2016Disputed Currency  Posting Date Disputed Amount  No of Nights 3Primary IssueOther IssuePrevious Issues HistoryKaren A[redacted]   6/14/2016 8:58:50 AM - Issue___________________________CUSTOMER EXPERIENCE INFORMATIONCustomer Information:[redacted]Clinton , MD  [redacted]Daytime Phone: ###-###-####Fax: ###-###-####E-mail: [redacted].comThe details of this matter are as follows:Complaint Involves:Customer Services Issues Customer’s Statement of the Problem:I booked my stay at the San Juan Marriott Stellaris in April. My Booking was advertised as follows; Buy two nights get one free. My reservation confirmation did not reflect the promotion. I called for clarification in April and was told that the adjustment would be made at checkout. In addition the agent actually calculated the adjusted amount so that I would know what my final charges would be. Upon Checking in to the Hotel on June 9th, the amount was again different. I was not clear about the charges upon check in so I called customer service again. Again I was told that the third night would be taken off at check out. I inquired about how to proceed in the event that the third night was not taken off. I was told that I would receive a copy of my bill prior to check out and that I would be able to resolve any issues then, and in the event that It was not taken care of to call customer service. On the day of check out I tried to go an resolve the bill and ended up having to call customer service as I'd expected. To no avail. The agents I spoke to on June 12th began to back pedal even though they confirmed that the hotel manager, Jennise's, explanation did not add up. I spend most of my morning 7am to 10am trying to get this resolved. The hotel manager told me to call a number and ask for the name and department of the people I spoke with because all calls are recorded. She said to get the name and department of the person that told me it would be taken off and they would just charge the third night to that persons department. I called the number and was told that they have no record of the other calls only the calls from June 9th. I was given the run around, passed to several supervisors and no one was of any help. I spoke with Karen Ash, and Patty at one point. I was told that it would be handled by the hotel manager. I also asked for a late checkout to compensate for the 5+ hours of my vacation I spent dealing with this and was told I had to pay. When I finally tried to check out I was told that the manager was still working on my bill and that my receipt would be emailed to me that day. It has been over 24 hours and I still have not received anything. I am appalled that I had to go through this and angry that "Customer Service" and the employees on the ground do not have the same information. I made arrangements and was confused. I called Marriott for clarification and made my plans based on that information only to have it not be honored and cause confusion. I also don't appreciate being treated like I was making up my story because I didn't have an email or the record number for all the conversations I had. This is no way to treat a customer.Complaint Background:Product/Service: Hotel StayPurchase Date: 4/28/2016Problem Occurred: 4/28/2016Model: Account Number: Order Number: Talked to Company: 6/12/2016Talked to Company (2nd): 6/9/2016Talked to Company (3rd): 5/3/2016Name of Salesperson:  Purchase Price: $781.95Disputed Amount: $781.95 Desired Outcome/Settlement: I would like my bill to reflect what I was told. I would also like compensation for the confusion, stress and anger I had to endure on my vacation. I would also like the money I had to pay for a later check out to be refunded because I spent hours at the front desk and on the phone trying to get this resolved. I would like Marriott staff to not lie, and change their story, and I would like for them to all have the same information. If they do have the same info I would like to not be lied to. You shouldn't say you record conversations if you don't and every person I spoke to did not note the account. Those that did but vague useless comments. Which means I had to recount the issue every time I spoke with someone. I feel that my entire stay was ruined because of this. I actually feel that it all should be refunded. Desired Settlement: Billing Adjustment  ::: Gregory M[redacted]   6/12/2016 8:29:37 AM - Issue___________________________[redacted] said:- I spoke with associates multiple times and they explained that the package deal I booked would only show charges of $146 & $189 plus taxes and resort fees for 3 days for  [redacted] and $171 & $213 plus taxes and resort fees for 3 days for [redacted]- My confirmation emails were not clear and I called back and every time I was told that I was going to be charged - charges of $146 & $189 plus taxes and resort fees for 3 days for  [redacted] and $171 & $213 plus taxes and resort fees for 3 days for [redacted]- I will send you the email confirmation; but I feel that I should given what I was told- Since you can't resolve this today by the time I check out; I will file a formal complaint and report this to the Revdex.com  ::: Patty T[redacted]   6/12/2016 7:44:51 AM - Issue___________________________[redacted] said:- I got a reservation where if I buy two nights I get the one night free.- I got the confirmation and it is showing that I paid for three nights.-  I called customer care back and they said the 3rd night would be taken off at the hotel.- Then I get to the hotel and they said the accounting person would have it taken off.- I know this is incorrect and I tried to get it corrected before arriving at the hotel, but it seems everyone is passing the buck and now I am ready to check out and they are billing me incorrectly.- This is just a mess and I needs to get it corrected now.- I am on a budget and don't have this kind of money. :::Issues HistoryLisa H[redacted]   6/27/2016 4:51:50 PM - Issue___________________________Revdex.com Customer Comment: Second Notice 6/25/16 ::: IssuesResearch and Customer Desired Resolution Actions HistoryMary Ann K[redacted]   06/23/2016 11:41:08 AM - Action___________________________From: [redacted] Sent: Thursday, June 23, 2016 10:35 AMTo: [redacted] San Juan Executive Secretary to the GMSubject: RE: [redacted], [redacted] - Revdex.com email (From Mr. marriott and Mr. Arne S[redacted]'s Office0Good day Mary Ann,Thank you for the call. I am working with Olga in the resolution of this case. It refers to the way the guest is expecting to see the credit of a 3rd night free vs. the hotel setup of prorating the charges to spread evenly during the 3 nightsWe will handle it today. It seems this issue did not come through customer care. Neither Olga nor me were able to find a previous email on thisBest regards,Reynaldo R[redacted] | Director of Operations | San Juan Marriott Resort & Stellaris Casino |  ::: Mary Ann K[redacted]   06/23/2016 10:14:49 AM - Action___________________________I sent this ont the GM and EA requesting they respond ASA P, for some reason this slipped through and I just read it.[redacted], San Juan Executive Secretary to the GM <[redacted][email protected]>; Rey, Reynaldo <[redacted]@marriotthotels.com>I also called Reynaldo he will work on this and respond tothe guest and Revdex.com. ::: Karen A[redacted]   06/14/2016 09:01:28 AM - Action___________________________forwarded to Mary Ann K[redacted] ::: Steven T[redacted]   06/12/2016 08:51:36 AM - Action___________________________Advised guest we do not see any information about who she spoke with in MayThe reservation shows that it was prorated, which means the could have spreaded theamount over the 3 days so it looks as if the guest is being charged for 3 nightsTried to call guest back was put on hold, I disconneted ::: Gregory M[redacted]   06/12/2016 08:29:39 AM - Action___________________________Received escalated callAsked guest to clarify what she was toldAsked guest to send email with confirmationAdvised 3-5 business days; I cannot solve this today as I need to research and compensation amount needs approvalDocumented history of reservations ::: Patty T[redacted]   06/12/2016 07:44:53 AM - Action___________________________- Called the hotel and spoke with Jimmi/front desk manager who said the rate is $597 before taxes and resort fees.- The hotel cannot show a $0 rate for a night so they take off one night, then take that number and and average them over a three night period.- The resort fees are at 18% and the taxes are 11%.- They will be charging her $781.96 for two nights.- What is stated on the confirmation is what they are charging her however the guest states she was told the third night would be free.- She is very upset and not getting resolution.- I told her there was no evidence of her phone call to customer care other than an "inquiry" or a simple phone call - nothing that would indicate someone told her something like the bill would be corrected at the hotel.- She said she is going to write a letter to the Better Business Bureas.- Transferring to GES. ::: Actions Notes HistoryMary Ann K[redacted]   06/23/2016 10:14:49 AM___________________________I sent this ont the GM and EA requesting they respond ASA P, for some reason this slipped through and I just read it ::: Steven T[redacted]   06/12/2016 08:51:36 AM___________________________Updated ::: Notes Previous Resolution HistoryMary Ann K[redacted]   06/27/2016 08:43:59 AM - Resolution___________________________Thank you Mary Ann,We will respond to the customer. Preliminary, the revision of the folios in the two rooms show the 3rd night was indeed adjusted in both rooms. Customer was only billed for two nights on each room and no late check out charge was placed in the guest accountThe adjustment is reflected on the same day of the check out, June 12, meaning this was resolved on timeRegards,Reynaldo R[redacted] | Director of Operations [redacted]Dear **. [redacted], Mr. Marriott’s office has forwarded your letter to us and asked that we personally respond to you on [redacted]’s behalf.Thank you for taking the time to write and share your experience about your recent stay.  First of all, let me apologize for any inconveniences we may have caused you, especially for all the confusion, miscommunication and lack of follow up with you during your stay and during check out.  This of course is not the accustom service we pride in providing our guest and clients.  However, your account was adjusted after you checked out and a copy of the bills are attached.Please rest assured that the issue you sited was addressed with our Management team and Front Office manager for follow up and corrective action.  In our hope that we can restore your trust in us and in Marriott, we will add 80,000 points to your Marriott rewards account as a gesture of our goodwill.Our staff strives hard to provide and assist our guest with the best service possible, but there are times we drop the ball and inconvenience our guest, which we regret and apologize. [redacted], we thank you for your loyalty and patience and hope you can give us the opportunity to serve you better in a near future.Sincerely, Olga *. A[redacted] | Executive Secretary| San Juan Marriott Resort & Stellaris Casino [redacted] See PDF scanned information requested[redacted] ::: Resolution HistoryResolutionResearch and Customer Desired ResolutionNotes HistoryMary Ann K[redacted]   06/23/2016 10:14:49 AM___________________________I sent this ont the GM and EA requesting they respond ASA P, for some reason this slipped through and I just read it ::: Steven T[redacted]   06/12/2016 08:51:36 AM___________________________Updated ::: Customer Issue SummaryLisa H[redacted]   6/27/2016 4:51:50 PM - Issue___________________________Revdex.com Customer Comment: Second Notice 6/25/16 ::: PREVIOUS ISSUES: Karen A[redacted]   6/14/2016 8:58:50 AM - Issue___________________________CUSTOMER EXPERIENCE INFORMATIONCustomer Information:[redacted]Clinton , MD  [redacted]Daytime Phone: ###-###-####Fax: ###-###-####E-mail: [redacted].comThe details of this matter are as follows:Complaint Involves:Customer Services Issues Customer’s Statement of the Problem:I booked my stay at the San Juan Marriott Stellaris in April. My Booking was advertised as follows; Buy two nights get one free. My reservation confirmation did not reflect the promotion. I called for clarification in April and was told that the adjustment would be made at checkout. In addition the agent actually calculated the adjusted amount so that I would know what my final charges would be. Upon Checking in to the Hotel on June 9th, the amount was again different. I was not clear about the charges upon check in so I called customer service again. Again I was told that the third night would be taken off at check out. I inquired about how to proceed in the event that the third night was not taken off. I was told that I would receive a copy of my bill prior to check out and that I would be able to resolve any issues then, and in the event that It was not taken care of to call customer service. On the day of check out I tried to go an resolve the bill and ended up having to call customer service as I'd expected. To no avail. The agents I spoke to on June 12th began to back pedal even though they confirmed that the hotel manager, Jennise's, explanation did not add up. I spend most of my morning 7am to 10am trying to get this resolved. The hotel manager told me to call a number and ask for the name and department of the people I spoke with because all calls are recorded. She said to get the name and department of the person that told me it would be taken off and they would just charge the third night to that persons department. I called the number and was told that they have no record of the other calls only the calls from June 9th. I was given the run around, passed to several supervisors and no one was of any help. I spoke with Karen Ash, and Patty at one point. I was told that it would be handled by the hotel manager. I also asked for a late checkout to compensate for the 5+ hours of my vacation I spent dealing with this and was told I had to pay. When I finally tried to check out I was told that the manager was still working on my bill and that my receipt would be emailed to me that day. It has been over 24 hours and I still have not received anything. I am appalled that I had to go through this and angry that "Customer Service" and the employees on the ground do not have the same information. I made arrangements and was confused. I called Marriott for clarification and made my plans based on that information only to have it not be honored and cause confusion. I also don't appreciate being treated like I was making up my story because I didn't have an email or the record number for all the conversations I had. This is no way to treat a customer.Complaint Background:Product/Service: Hotel StayPurchase Date: 4/28/2016Problem Occurred: 4/28/2016Model: Account Number: Order Number: Talked to Company: 6/12/2016Talked to Company (2nd): 6/9/2016Talked to Company (3rd): 5/3/2016Name of Salesperson:  Purchase Price: $781.95Disputed Amount: $781.95 Desired Outcome/Settlement: I would like my bill to reflect what I was told. I would also like compensation for the confusion, stress and anger I had to endure on my vacation. I would also like the money I had to pay for a later check out to be refunded because I spent hours at the front desk and on the phone trying to get this resolved. I would like Marriott staff to not lie, and change their story, and I would like for them to all have the same information. If they do have the same info I would like to not be lied to. You shouldn't say you record conversations if you don't and every person I spoke to did not note the account. Those that did but vague useless comments. Which means I had to recount the issue every time I spoke with someone. I feel that my entire stay was ruined because of this. I actually feel that it all should be refunded. Desired Settlement: Billing Adjustment  ::: Gregory M[redacted]   6/12/2016 8:29:37 AM - Issue___________________________[redacted] said:- I spoke with associates multiple times and they explained that the package deal I booked would only show charges of $146 & $189 plus taxes and resort fees for 3 days for  [redacted] and $171 & $213 plus taxes and resort fees for 3 days for [redacted]- My confirmation emails were not clear and I called back and every time I was told that I was going to be charged - charges of $146 & $189 plus taxes and resort fees for 3 days for  [redacted] and $171 & $213 plus taxes and resort fees for 3 days for [redacted]- I will send you the email confirmation; but I feel that I should given what I was told- Since you can't resolve this today by the time I check out; I will file a formal complaint and report this to the Revdex.com  ::: Patty T[redacted]   6/12/2016 7:44:51 AM - Issue___________________________[redacted] said:- I got a reservation where if I buy two nights I get the one night free.- I got the confirmation and it is showing that I paid for three nights.-  I called customer care back and they said the 3rd night would be taken off at the hotel.- Then I get to the hotel and they said the accounting person would have it taken off.- I know this is incorrect and I tried to get it corrected before arriving at the hotel, but it seems everyone is passing the buck and now I am ready to check out and they are billing me incorrectly.- This is just a mess and I needs to get it corrected now.- I am on a budget and don't have this kind of money. ::: PRE-PREVIOUS ISSUES: PREVIOUS RESOLUTION: Mary Ann K[redacted]   06/27/2016 08:43:59 AM - Resolution___________________________Thank you Mary Ann,We will respond to the customer. Preliminary, the revision of the folios in the two rooms show the 3rd night was indeed adjusted in both rooms. Customer was only billed for two nights on each room and no late check out charge was placed in the guest accountThe adjustment is reflected on the same day of the check out, June 12, meaning this was resolved on timeRegards,Reynaldo R[redacted] | Director of Operations [redacted]Customer Care Guest Experience Issue Issue Type Email Status OpenAddressed To Revdex.com Level [redacted]Issue Record Number [redacted] Type Service Provider Customer Care Brand [redacted]Docs Sent By email Property Id [redacted]MARSHA Property Code SJUPR Property Name San Juan Marriott Resort & Stellaris CasinoTime Zone (GMT-04:00) Atlantic Time (Canada) MBS NoRegional Desk [redacted]; [redacted] (1x) NoAddress [redacted]. Property Phone ###-###-####State Puerto Rico City San JuanProperty General Manager Jose G[redacted] Zip [redacted]  Deflag Date Property Email [redacted]@marriotthotels.com[redacted]@marriotthotels.com[redacted]@marr...⇄ / Time Closed Date / Time Opened 06/27/2016 04:49 PM MDT Overdue   Age of Issue (Days) 1Assigned To Mary Ann K[redacted]  Manager Betty E[redacted] Entered By Lisa H[redacted] Number  Priority High1st Notified Date  Last Notified Date Promise Closed Date  Audited N/AResponsibilityWhat is this?  Hotel Service or Other Hotel Error  Marriott Rewards Account Number [redacted] Marriott Level RegularTitle  Ritz Member NoFirst Name [redacted] Last Name [redacted]Contact Name  Address Belongs To GuestCompany Name Address [redacted]City Clinton State/Region MDZip / Postal Code [redacted] Country Home Phone  Work Phone Mobile Phone ###-###-#### Fax Email Address [redacted].com[redacted].comConfirmation Numbers [redacted] Cancellation Number Arrival Date 06/09/2016 Departure Date 06/12/2016Disputed Currency  Posting Date Disputed Amount  No of Nights 3Primary IssueOther IssuePrevious Issues HistoryKaren Atwood   6/14/2016 8:58:50 AM - Issue___________________________CUSTOMER EXPERIENCE INFORMATIONCustomer Information:[redacted] 5864 E Boniwood TurnClinton , MD  20735Daytime Phone: ###-###-####Fax: ###-###-####E-mail: [redacted][email protected] details of this matter are as follows:Complaint Involves:Customer Services Issues Customer’s Statement of the Problem:I booked my stay at the San Juan Marriott Stellaris in April. My Booking was advertised as follows; Buy two nights get one free. My reservation confirmation did not reflect the promotion. I called for clarification in April and was told that the adjustment would be made at checkout. In addition the agent actually calculated the adjusted amount so that I would know what my final charges would be. Upon Checking in to the Hotel on June 9th, the amount was again different. I was not clear about the charges upon check in so I called customer service again. Again I was told that the third night would be taken off at check out. I inquired about how to proceed in the event that the third night was not taken off. I was told that I would receive a copy of my bill prior to check out and that I would be able to resolve any issues then, and in the event that It was not taken care of to call customer service. On the day of check out I tried to go an resolve the bill and ended up having to call customer service as I'd expected. To no avail. The agents I spoke to on June 12th began to back pedal even though they confirmed that the hotel manager, Jennise's, explanation did not add up. I spend most of my morning 7am to 10am trying to get this resolved. The hotel manager told me to call a number and ask for the name and department of the people I spoke with because all calls are recorded. She said to get the name and department of the person that told me it would be taken off and they would just charge the third night to that persons department. I called the number and was told that they have no record of the other calls only the calls from June 9th. I was given the run around, passed to several supervisors and no one was of any help. I spoke with Karen Ash, and Patty at one point. I was told that it would be handled by the hotel manager. I also asked for a late checkout to compensate for the 5+ hours of my vacation I spent dealing with this and was told I had to pay. When I finally tried to check out I was told that the manager was still working on my bill and that my receipt would be emailed to me that day. It has been over 24 hours and I still have not received anything. I am appalled that I had to go through this and angry that "Customer Service" and the employees on the ground do not have the same information. I made arrangements and was confused. I called Marriott for clarification and made my plans based on that information only to have it not be honored and cause confusion. I also don't appreciate being treated like I was making up my story because I didn't have an email or the record number for all the conversations I had. This is no way to treat a customer.Complaint Background:Product/Service: Hotel StayPurchase Date: 4/28/2016Problem Occurred: 4/28/2016Model: Account Number: Order Number: Talked to Company: 6/12/2016Talked to Company (2nd): 6/9/2016Talked to Company (3rd): 5/3/2016Name of Salesperson:  Purchase Price: $781.95Disputed Amount: $781.95 Desired Outcome/Settlement: I would like my bill to reflect what I was told. I would also like compensation for the confusion, stress and anger I had to endure on my vacation. I would also like the money I had to pay for a later check out to be refunded because I spent hours at the front desk and on the phone trying to get this resolved. I would like Marriott staff to not lie, and change their story, and I would like for them to all have the same information. If they do have the same info I would like to not be lied to. You shouldn't say you record conversations if you don't and every person I spoke to did not note the account. Those that did but vague useless comments. Which means I had to recount the issue every time I spoke with someone. I feel that my entire stay was ruined because of this. I actually feel that it all should be refunded. Desired Settlement: Billing Adjustment  ::: Gregory Morris   6/12/2016 8:29:37 AM - Issue___________________________[redacted] said:- I spoke with associates multiple times and they explained that the package deal I booked would only show charges of $146 & $189 plus taxes and resort fees for 3 days for  [redacted] and $171 & $213 plus taxes and resort fees for 3 days for [redacted]- My confirmation emails were not clear and I called back and every time I was told that I was going to be charged - charges of $146 & $189 plus taxes and resort fees for 3 days for  [redacted] and $171 & $213 plus taxes and resort fees for 3 days for [redacted]- I will send you the email confirmation; but I feel that I should given what I was told- Since you can't resolve this today by the time I check out; I will file a formal complaint and report this to the Revdex.com  ::: Patty T[redacted]   6/12/2016 7:44:51 AM - Issue___________________________[redacted] said:- I got a reservation where if I buy two nights I get the one night free.- I got the confirmation and it is showing that I paid for three nights.-  I called customer care back and they said the 3rd night would be taken off at the hotel.- Then I get to the hotel and they said the accounting person would have it taken off.- I know this is incorrect and I tried to get it corrected before arriving at the hotel, but it seems everyone is passing the buck and now I am ready to check out and they are billing me incorrectly.- This is just a mess and I needs to get it corrected now.- I am on a budget and don't have this kind of money. :::  Issues HistoryLisa Haslam   6/27/2016 4:51:50 PM - Issue___________________________Revdex.com Customer Comment: Second Notice 6/25/16 :::  Issues Research and Customer Desired Resolution Actions HistoryMary Ann K[redacted]   06/23/2016 11:41:08 AM - Action___________________________From: Rey, Reynaldo Sent: Thursday, June 23, 2016 10:35 AMTo: K[redacted], Mary Ann; [redacted], San Juan Executive Secretary to the GMSubject: RE: [redacted], [redacted] PTAR-AAUGCQ SJUPR - Revdex.com email (From Mr. marriott and Mr. Arne Sorenson's Office0Good day Mary Ann,Thank you for the call. I am working with Olga in the resolution of this case. It refers to the way the guest is expecting to see the credit of a 3rd night free vs. the hotel setup of prorating the charges to spread evenly during the 3 nightsWe will handle it today. It seems this issue did not come through customer care. Neither Olga nor me were able to find a previous email on thisBest regards,Reynaldo R[redacted] | Director of Operations | San Juan Marriott Resort & Stellaris Casino |  ::: Mary Ann K[redacted]   06/23/2016 10:14:49 AM - Action___________________________I sent this ont the GM and EA requesting they respond ASA P, for some reason this slipped through and I just read it.[redacted], San Juan Executive Secretary to the GM <[redacted][email protected]>; Rey, Reynaldo <[redacted]@marriotthotels.com>I also called Reynaldo he will work on this and respond tothe guest and Revdex.com. ::: Karen Atwood   06/14/2016 09:01:28 AM - Action___________________________forwarded to Mary Ann K[redacted] ::: Steven T[redacted]   06/12/2016 08:51:36 AM - Action___________________________Advised guest we do not see any information about who she spoke with in MayThe reservation shows that it was prorated, which means the could have spreaded theamount over the 3 days so it looks as if the guest is being charged for 3 nightsTried to call guest back was put on hold, I disconneted ::: Gregory Morris   06/12/2016 08:29:39 AM - Action___________________________Received escalated callAsked guest to clarify what she was toldAsked guest to send email with confirmationAdvised 3-5 business days; I cannot solve this today as I need to research and compensation amount needs approvalDocumented history of reservations ::: Patty T[redacted]   06/12/2016 07:44:53 AM - Action___________________________- Called the hotel and spoke with Jimmi/front desk manager who said the rate is $597 before taxes and resort fees.- The hotel cannot show a $0 rate for a night so they take off one night, then take that number and and average them over a three night period.- The resort fees are at 18% and the taxes are 11%.- They will be charging her $781.96 for two nights.- What is stated on the confirmation is what they are charging her however the guest states she was told the third night would be free.- She is very upset and not getting resolution.- I told her there was no evidence of her phone call to customer care other than an "inquiry" or a simple phone call - nothing that would indicate someone told her something like the bill would be corrected at the hotel.- She said she is going to write a letter to the Better Business Bureas.- Transferring to GES. ::: Actions Notes HistoryMary Ann K[redacted]   06/23/2016 10:14:49 AM___________________________I sent this ont the GM and EA requesting they respond ASA P, for some reason this slipped through and I just read it ::: Steven T[redacted]   06/12/2016 08:51:36 AM___________________________Updated ::: Notes   Previous Resolution HistoryMary Ann K[redacted]   06/27/2016 08:43:59 AM - Resolution___________________________Thank you Mary Ann,We will respond to the customer. Preliminary, the revision of the folios in the two rooms show the 3rd night was indeed adjusted in both rooms. Customer was only billed for two nights on each room and no late check out charge was placed in the guest accountThe adjustment is reflected on the same day of the check out, June 12, meaning this was resolved on timeRegards,Reynaldo R[redacted] | Director of Operations [redacted]Dear Mr. [redacted], Mr. Marriott’s office has forwarded your letter to us and asked that we personally respond to you on [redacted]’s behalf.Thank you for taking the time to write and share your experience about your recent stay.  First of all, let me apologize for any inconveniences we may have caused you, especially for all the confusion, miscommunication and lack of follow up with you during your stay and during check out.  This of course is not the accustom service we pride in providing our guest and clients.  However, your account was adjusted after you checked out and a copy of the bills are attached.Please rest assured that the issue you sited was addressed with our Management team and Front Office manager for follow up and corrective action.  In our hope that we can restore your trust in us and in Marriott, we will add 80,000 points to your Marriott rewards account as a gesture of our goodwill.Our staff strives hard to provide and assist our guest with the best service possible, but there are times we drop the ball and inconvenience our guest, which we regret and apologize. Mr. [redacted], we thank you for your loyalty and patience and hope you can give us the opportunity to serve you better in a near future.Sincerely, Olga M. A[redacted] | Executive Secretary| San Juan Marriott Resort & Stellaris Casino [redacted] See PDF scanned information requested[redacted] :::  Resolution HistoryResolution Research and Customer Desired ResolutionNotes HistoryMary Ann K[redacted]   06/23/2016 10:14:49 AM___________________________I sent this ont the GM and EA requesting they respond ASA P, for some reason this slipped through and I just read it ::: Steven T[redacted]   06/12/2016 08:51:36 AM___________________________Updated :::  Customer Issue SummaryLisa Haslam   6/27/2016 4:51:50 PM - Issue___________________________Revdex.com Customer Comment: Second Notice 6/25/16 ::: PREVIOUS ISSUES: Karen Atwood   6/14/2016 8:58:50 AM - Issue___________________________CUSTOMER EXPERIENCE INFORMATIONCustomer Information:[redacted] 5864 E Boniwood TurnClinton , MD  20735Daytime Phone: ###-###-####Fax: ###-###-####E-mail: [redacted][email protected] details of this matter are as follows:Complaint Involves:Customer Services Issues Customer’s Statement of the Problem:I booked my stay at the San Juan Marriott Stellaris in April. My Booking was advertised as follows; Buy two nights get one free. My reservation confirmation did not reflect the promotion. I called for clarification in April and was told that the adjustment would be made at checkout. In addition the agent actually calculated the adjusted amount so that I would know what my final charges would be. Upon Checking in to the Hotel on June 9th, the amount was again different. I was not clear about the charges upon check in so I called customer service again. Again I was told that the third night would be taken off at check out. I inquired about how to proceed in the event that the third night was not taken off. I was told that I would receive a copy of my bill prior to check out and that I would be able to resolve any issues then, and in the event that It was not taken care of to call customer service. On the day of check out I tried to go an resolve the bill and ended up having to call customer service as I'd expected. To no avail. The agents I spoke to on June 12th began to back pedal even though they confirmed that the hotel manager, Jennise's, explanation did not add up. I spend most of my morning 7am to 10am trying to get this resolved. The hotel manager told me to call a number and ask for the name and department of the people I spoke with because all calls are recorded. She said to get the name and department of the person that told me it would be taken off and they would just charge the third night to that persons department. I called the number and was told that they have no record of the other calls only the calls from June 9th. I was given the run around, passed to several supervisors and no one was of any help. I spoke with Karen Ash, and Patty at one point. I was told that it would be handled by the hotel manager. I also asked for a late checkout to compensate for the 5+ hours of my vacation I spent dealing with this and was told I had to pay. When I finally tried to check out I was told that the manager was still working on my bill and that my receipt would be emailed to me that day. It has been over 24 hours and I still have not received anything. I am appalled that I had to go through this and angry that "Customer Service" and the employees on the ground do not have the same information. I made arrangements and was confused. I called Marriott for clarification and made my plans based on that information only to have it not be honored and cause confusion. I also don't appreciate being treated like I was making up my story because I didn't have an email or the record number for all the conversations I had. This is no way to treat a customer.Complaint Background:Product/Service: Hotel StayPurchase Date: 4/28/2016Problem Occurred: 4/28/2016Model: Account Number: Order Number: Talked to Company: 6/12/2016Talked to Company (2nd): 6/9/2016Talked to Company (3rd): 5/3/2016Name of Salesperson:  Purchase Price: $781.95Disputed Amount: $781.95 Desired Outcome/Settlement: I would like my bill to reflect what I was told. I would also like compensation for the confusion, stress and anger I had to endure on my vacation. I would also like the money I had to pay for a later check out to be refunded because I spent hours at the front desk and on the phone trying to get this resolved. I would like Marriott staff to not lie, and change their story, and I would like for them to all have the same information. If they do have the same info I would like to not be lied to. You shouldn't say you record conversations if you don't and every person I spoke to did not note the account. Those that did but vague useless comments. Which means I had to recount the issue every time I spoke with someone. I feel that my entire stay was ruined because of this. I actually feel that it all should be refunded. Desired Settlement: Billing Adjustment  ::: Gregory Morris   6/12/2016 8:29:37 AM - Issue___________________________[redacted] said:- I spoke with associates multiple times and they explained that the package deal I booked would only show charges of $146 & $189 plus taxes and resort fees for 3 days for  [redacted] and $171 & $213 plus taxes and resort fees for 3 days for [redacted]- My confirmation emails were not clear and I called back and every time I was told that I was going to be charged - charges of $146 & $189 plus taxes and resort fees for 3 days for  [redacted] and $171 & $213 plus taxes and resort fees for 3 days for [redacted]- I will send you the email confirmation; but I feel that I should given what I was told- Since you can't resolve this today by the time I check out; I will file a formal complaint and report this to the Revdex.com  ::: Patty T[redacted]   6/12/2016 7:44:51 AM - Issue___________________________[redacted] said:- I got a reservation where if I buy two nights I get the one night free.- I got the confirmation and it is showing that I paid for three nights.-  I called customer care back and they said the 3rd night would be taken off at the hotel.- Then I get to the hotel and they said the accounting person would have it taken off.- I know this is incorrect and I tried to get it corrected before arriving at the hotel, but it seems everyone is passing the buck and now I am ready to check out and they are billing me incorrectly.- This is just a mess and I needs to get it corrected now.- I am on a budget and don't have this kind of money. ::: PRE-PREVIOUS ISSUES: PREVIOUS RESOLUTION: Mary Ann K[redacted]   06/27/2016 08:43:59 AM - Resolution___________________________Thank you Mary Ann,We will respond to the customer. Preliminary, the revision of the folios in the two rooms show the 3rd night was indeed adjusted in both rooms. Customer was only billed for two nights on each room and no late check out charge was placed in the guest accountThe adjustment is reflected on the same day of the check out, June 12, meaning this was resolved on timeRegards,Reynaldo R[redacted] | Director of Operations [redacted]Dear **. [redacted], Mr. Marriott’s office has forwarded your letter to us and asked that we personally respond to you on [redacted]’s behalf.Thank you for taking the time to write and share your experience about your recent stay.  First of all, let me apologize for any inconveniences we may have caused you, especially for all the confusion, miscommunication and lack of follow up with you during your stay and during check out.  This of course is not the accustom service we pride in providing our guest and clients.  However, your account was adjusted after you checked out and a copy of the bills are attached.Please rest assured that the issue you sited was addressed with our Management team and Front Office manager for follow up and corrective action.  In our hope that we can restore your trust in us and in Marriott, we will add 80,000 points to your Marriott rewards account as a gesture of our goodwill.Our staff strives hard to provide and assist our guest with the best service possible, but there are times we drop the ball and inconvenience our guest, which we regret and apologize. **. [redacted], we thank you for your loyalty and patience and hope you can give us the opportunity to serve you better in a near future.Sincerely, Olga *. A[redacted] | Executive Secretary| San Juan Marriott Resort & Stellaris Casino [redacted] See PDF scanned information requested[redacted] ::: PRE-PREVIOUS RESOLUTION: