Marriott International, Inc.

We have been unable to contact the guest via telephone so we have reached out to her via email.  The $150 charge is for cleaning, disinfecting and extracting moisture from the mattress in her guestroom.  The charge also helps offset the revenue loss that occurs due to the amount of time...

the room is out of order and cannot be resold.  We have offered to refund 50% of the fee as a gesture of goodwill and await a response from the guest.
 
-        Sara T[redacted], Corporate Liaison, Mr. Marriott’s Office of Consumer Affairs

The hotel has responded they have already processed the refund of the $56.00 in parking fees charged to the guest's card.  They have also agreed to compensate the guest for the $35.00 overdraft fee.  They are willing to refund the $40.00 cash charge if the guest can provide them a copy of...

the receipt.  We certainly apologize for the incident and hope [redacted] will give us another chance at a Marriott hotel.

Dear Revdex.com,
I spoke with the guest today regarding her complaint.
She never submitted a claim for Marriott's Look No Further Best Rate Guarantee Program.
She called the Customer Care team and when she was advised she would need to...

speak with the Look No Further Best Rate Guarantee Team she told them she was being passed around and would be contacting the Revdex.com.  We cannot evaluate it to ensure her claim was processed correctly as she never submitted one.
I have apologized to her for the way she feels but also advised her that we will not be providing her with any compensation for not submitting her claim.
Warm Regards,
 
Kim P[redacted]
Corporate Liaison
Mr. Marriott’s Office
Email: [redacted]@Marriott.com
Phone: ###-###-####
Fax: ###-###-####

[redacted] <[redacted]@marriott.com>
Jun 23 (9 days ago)
to me 
Good afternoon [redacted]:
 
We received the following error when trying to respond via the Revdex.com website with regards to the ID listed above.  We are hoping you can assist us in closing this case.
 
We apologize for the inconvenience, but an error has occurred. Information about this error has been sent to technical support. 
If you need immediate with your complaint, please contact the Revdex.com that will be processing your complaint. You can find contact information for that Bureau by entering the zip or postal code of the company about which you are complaining in our Revdex.com Locator at http://lookup.Revdex.com.org.
 
In the end our final position is that Marriott  will not be rebating the guest $111.16.
 
The daily room service charge of $ 15.88 for a total of $ 111.16 was directly payable to the Resort upon check - out and was not included in the vacation package purchased from [redacted].com.   This information was provided to the guest when booking through[redacted].com which issues the Hotel confirmation directly to guests with following notation:  
 
[redacted]
 
Please let me know if you have any other questions.
 
Sincerely,
 
 
[redacted]

Dear Revdex.com,The hotel has reversed the charged to [redacted]'s credit card.  See attachment re: folio of the refund.thank you,Line K[redacted]Corporate Liaison###-###-####

Hotel response to complaint #[redacted]
March 20th, 2016
To the Revdex.com,
Complaint [redacted] has been issued a
refund for the charges of the second night he stated did not stay with us. We
have notified [redacted] of this via telephone and email and is...

aware the
refund of charges may take 3 to 5 business days to be reflected in his
statement. We have clarified to the guest that our property has absolutely no
control of the reviews posted on the Marriott.com website. We did receive his
verbatim through our Guestvoice System powered by [redacted] and replied to him
immediately assuring him there would be a resolution for his request. The guest
has our contact information and he is aware that we are available to answer any
additional inquiries or concerns he may have in the future. We have extended
our sincere apologies to [redacted] for the inconveniences and have
guaranteed him we would share his candid feedback with our staff to ensure
these were isolated incidents moving forward. Please let me know if there is anything
else we can be of assistance with.
Kind regards,
Mauricio F[redacted]
Assistant Manager Rooms Operations

The hotel reported the General Manager had been in contact with [redacted] and in addition to extending an apology, as there was no intent to single him out or embarrass him, and additionally refunded the entire $100 per fee and the $6 tax.  The credit folio has already been processed by the...

hotel and should appear on  [redacted]'s account in 3 to 5 business days, depending upon his bank's processing time.

The hotel has advised us that in a gesture of goodwill to [redacted] and not as an override of the claim adjuster's findings, they are sending a $300 check to [redacted].  The hotel was found to have no liability by the insurance adjuster so this is truly a matter of goodwill by the property.  [redacted] should have the check in 7 to 10 days.

Dear [redacted]: Thank you for your letter regarding your interaction with one of our associates and obtaining a group reservation at the Los Angeles Airport Marriott .  Your concerns to the Revdex.com has been referred to me for a response. Please accept our sincere apologies for...

the frustration this has caused.  Your comments are appreciated in our continuing effort to provide you, and our other guests with quality service.  Per Mr. Marriott’s direction each incident received is forwarded to the individual hotel for a response.  This serves as a training tool for each hotel, in order to improve on any service or product failures.  You can expect a response from the hotel executive office within the next three business days. Please be assured that your business and your loyalty is important to us.  We appreciate you taking the time to write, and hope you will give us another opportunity to serve you again. Kind regards, Jennifer D[redacted] Corporate Liaison, Mr. Marriott's Office Phone: ###-###-####  Email: [redacted]@marriott.com Tell us why here...

Dear [redacted],          On behalf of Mr. Marriott’s Office we would like to thank you for your additional email to the Revdex.com regarding unsubscribing to Marriott advertisements. I am concerned to learn of your continued frustrations in resolving this issue. After carefully considering your email, it does not seem productive to further respond to specific allegations or questions.  We made several attempts to address your concerns and are saddened to see our attempts failed.   Although we understand your disappointment with the outcome of your requests.  We do consider this issue closed and no further compensation or communication with be forthcoming related to this matter. We value your patronage and trust you understand our final position in this matter. Sincerely, Jennifer D[redacted] Corporate Liaison Mr. Marriott's Office Phone: ([redacted]  Fax: ([redacted] Email: [redacted]@Marriott.com Tell us why here...

I have reached out to the guest, both by phone and email. Ms. [redacted] is travleing.
I needed more information regarding her reservation and what may have happened. I will of course take care of her when she calls. I will offer to purchase reward point for her.
Please see emails below.
KIndest ...

regards,
M[redacted]
Mr. Mariott's Office
On Oct 9, 2015, at 11:43 AM, K[redacted] <[redacted]> wrote:
Good morning Ms. [redacted],
 
Ms. [redacted] received your letter and requested I respond to you regarding the poor experience you had regarding our Customer Care team and the bad experience you had with your reservations for your stay in [redacted].
 
I have tried reaching you by phone, but unfortunately I had to leave a voice mail.
 
I sincerely apologize for the stress and frustration this must have caused. I would like the opportunity to speak with you. I am so sorry that you were not given the answers and the attention you so deserve.
 
I look forward to hearing from you.
 
Our office is not open on Saturday or Sunday. I will be here until 5:00 EST today and will be back in the office on Monday.
 
  We take your issue very seriously and thank you for sharing your concerns with us.
 
Have a wonderful weekend
 
Kindest regards,
 
 
M[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
 [redacted]
 
From: V[redacted] [mailto:vickyxx[redacted]@gmail.com] Sent: Monday, October 12, 2015 7:21 PMTo: [redacted]Subject: Re: From [redacted]
 
Hello [redacted]
 
Sorry that I missed your calls. I'm currently on a trip so I'll see if I can make some time to call you tomorrow.
 
Thanks,
V[redacted]Sent from my iPhone

Copy of email sent to guest:
From: T[redacted], Sara Sent: Wednesday, December 17, 2014 9:15 AMTo: '[redacted]'Subject: Marriott Follow upGood Morning, [redacted]:Thanks for contacting the Better...

Business Bureau about your group’s experience at the Little Rock North Residence Inn. I appreciate this additional opportunity to respond.When I contacted you regarding the frustration you expressed to the Revdex.com about your experience with our Marriott Rewards representatives, you also inquired about the status of your complaint with the Little Rock North Residence Inn. I subsequently learned your concerns about your hotel stay were reported directly to your company. In response, your company contacted General Manager Candace M[redacted]. In order to address the issues raised by your group, your entire team was relocated to the Little Rock Downtown Residence Inn. Candace did not contact you personally because your company’s Lead Coordinator asked to be the hotel’s sole point of contact.After I received your inquiry about the Little Rock North Residence Inn, I also reached out to Candace. Per your company’s request, Candace contacted your company’s Lead Coordinator. Candace was again informed the Lead Coordinator should remain the sole point of contact between your group, Marriott and the hotel. I understand this is not the response you were hoping for but since your stay at the hotel was initiated and paid for by your company, we must honor their request. [redacted], I am very sorry for your continuing frustration surrounding your experience at the Little Rock North Residence Inn. We also regret the telephone call you received from Candace only increased your frustration. This was never our intention. Thank you again for your comments. Warm Regards,
Sara T[redacted]
Sara T[redacted]Corporate LiaisonMr. Marriott’s Office
Marriott Confidential and Proprietary
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.

We have attempted to reach the individual who initiated this complaint both by e-mail and phone for the past three days to no avail.  We do not understand his complaint.  Marriott pursues an "asset light" strategy whereby all of our hotels are owned by third parties.  As a result,...

Marriott would not be involved in an action involving a mortgage on a Marriott hotel, as this would be an action between the financial institution and the franchisee.  Also, Marriott would not be a party to a bankruptcy proceeding except as a creditor for reservations and marketing fees owed by a franchise to Marriott.  Without further clarification and a demonstrated connection to Marriott International, we are unable to further assist in this matter.

From: Clement C[redacted] Sent: Monday, October 31, 2016 11:57 AM To: '[redacted].com' Subject: Your Reservation/Revdex.com Comments Dear [redacted], I have received your additional comments to the Revdex.com and would like to respond.  I do understand that you do not wish to be held responsible for the No-Show charge from your reservation on 9/26/16. As stated in our previous correspondences, this charge is appropriate and correct since you did not cancel your guaranteed reservation.  In order to strike a middle ground, the hotel had offered to apply this charge to a future reservation.  This option is still open.  If you would like to avail yourself of this, please advise me of the date you would like to stay and I will secure a non-refundable reservation for you.  Barring this alternative, I am not willing to reverse the existing charge.  Please contact me should I be able to provide you any additional information or clarification. Sincerely, Clement C[redacted] It’s better in The Bronx! Clement C[redacted] General Manager T: ###-###-#### | C: ###-###-#### Residence Inn New York the Bronx at Metro Center Atrium 1776 Eastchester Road Bronx, NY 10461

[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 and I am very pleased in the way this was handled. 
Regards,
[redacted]

From: H[redacted], Debi<[redacted]@ritzcarlton.com>Date: Mon, Jul 18, 2016 at 6:29 PMSubject: Revdex.com Complaint - [redacted] ID: [redacted]To: "Better...

Business Buerau ([redacted]@myRevdex.com.org)" <[redacted]@myRevdex.com.org>Cc: "T[redacted], Robert" <[redacted]@ritzcarlton.com>Good evening [redacted], Hope you are doing well.  I did want to inform you that Robert T[redacted] from my team was able to contact the hotel and have the disputed amount refunded back to the guest today.  Robert has sent a personal update to [redacted], he should have the refund posted back to his account within the next 5 to 7 business days. Please note that when Robert reviewed the matter with the hotel today, it was found that [redacted] never cancelled the reservation.  The refund was done as a onetime gesture of goodwill. Have a pleasant week,Debi Debi H[redacted]ManagerCorporate Guest RelationsThe Ritz-Carlton Hotel Company, L.L.C.Phone ###-###-####

Below is both the email from the hotel to the guest and the reply from the guest to the hotel:
--------------------------------------------------------------------------------...⇄ /> Op 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].com
o: ###-###-#### f: ###-###-####
[redacted] Lancaster, CA  [redacted] ::: 
--------------------------------------------------------------------------------...⇄ /> 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]

[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 did not aware about those fees, so please could you void it.
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]

Our team was able to cancel the whole transaction and return all the  points and credit charges back to the them and we covered the change fee. ...