Marriott International, Inc.

From: G[redacted], Michael [[redacted]@remingtonhotels.com] Sent: Monday, November 16, 2015 10:58 AMTo: [redacted]@[redacted].comCc: C[redacted], DebraSubject: Your stay at the Courtyard Louisville Airport
 
[redacted],
 
Your letter to the Revdex.com has been referred to...

me for a response.  Please forgive us for the confusion and delay in correcting the credit card issue during your recent stay.  While this issue has been discussed with our entire Front Office team to ensure it will not occur in the future, it is no excuse for the mix up that occurred with your reservation.  I am glad that we got in touch so that I could resolve this for you.  I hope that we will be able to regain your trust moving forward.  Should you find yourself returning to the area I would love the opportunity to handle the reservation process at our hotel for you personally to provide a discounted rate and ensure an excellent stay from start to finish.  Alternatively, If you are a Marriott Rewards member I would be glad to purchase some Marriott Rewards points for you to use towards a future stay at any Marriott hotel.  For the latter, please feel free to respond with your Marriott Rewards number at your convenience.
 
I hope that this will not affect your decision to use Courtyard by Marriott again in the future and again, please accept my apologies for any inconvenience.
 
Warm Regards,
 
--
Michael G[redacted]
General Manager
 
Courtyard by Marriott Louisville Airport
[redacted]
Louisville, KY  [redacted]
 
P: ###-###-####
F: ###-###-####
[redacted]@remingtonhotels.com

T From: Darrel S[redacted] [mailto:ds[redacted].[redacted]] Sent: Monday, June 20, 2016 12:14 PM To: [redacted]
Subject: RE: Marriott Customer Care Issue - [redacted] - [redacted]Here is a copy of the email I sent him.[redacted]Your letter to the Revdex.com has been referred to me...

for a response.  I would like to apologize for the delay involved during the investigation, but I did fell it was necessary to talk with everyone involved because we were not able to locate the items in question.  After talking with all the staff members that interred your room and cleaned it, unfortunately none of the staff saw the items and we were not able to locate your items.   Out of good faith the hotel would like to offer you 8000 points to be applied to your Marriott Rewards account.I hope this meets with your approval and if there is anything else I can do for you please contact me.Thank youDarrel S[redacted]General ManagerResidence Inn of Forsyth###-###-####

[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]

The hotel has added 2,000 Marriott Rewards points to the guest's account and refunded one night's room and tax charges.  Although we regret the guest's continuing frustration with his experience in Key West, we are unable to offer compensation beyond that which has already been...

provided.  I have contacted the guest via email to inform him of our decision.- Sara T[redacted], Corporate Liaison, Mr. Marriott's Office of Consumer Affairs

[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 do not see the attached business response. Could you please send it again?Thank you.

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, awarded 25,000 Marriott Rewards points and am sending a check in the amount of $60.-Debra C[redacted], Corporate Liaison, Mr. Marriott's Office of Consumer Affairs

Response to complaint number [redacted]Guest has been contacted, an apology given for the time and frustration this has caused.  As a gesture of goodwill, 10,000 Marriott Rewards points were added to Mr. [redacted]' rewards account, making it possible to request the proper hotel certificate from his...

rewards account.  The hotel was given the proper certificate, and a full refund has been processed by the hotel, $179.67.  Mr. [redacted] was satisfied with this resolution.

Dear Revdex.com,Guest booked 2 rooms. A request for a crib was made on one room. At check-in a crib was not available for that one room and that room was discounted 50% as a goodwill gesture. General Manager Ravitesh Ram and Deanna M[redacted] advised the guest [redacted] the 2nd room would not be discounted due to there was no crib request for that room. We do apologize but the guest’s room will not be discounted 50%. Sincerely,Diane K[redacted]Corporate LiaisonMr. Marriott’s Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I confirmed with Jennifer D[redacted], Corporate Liaison, Mr. Marriott's Office that the hotel will finally issue the full credit I've been waiting on. I was informed this will take 7-10 business days. Due to this information, I am accepting this as a full resolution at this time (assuming I will receive the credit as informed).  
Regards,
[redacted]

We have contacted the guest via email to...

apologize and reassure her about the security of her personal information and our stay posting process.  We have also added 20,000 Marriott Rewards points to the customer’s account.
-        Sara T[redacted], Liaison, Mr. Marriott’s Office

Dear [redacted]; Thank you for contacting the Revdex.com regarding your stay at the TownePlace Suites Atlanta Kennesaw. They have referred your correspondence to me and asked that I contact you to address your concerns.From December 29th to March 1st, there was an error made within...

the hotel that resulted in zero room charges being added to your balance due for an extended period of time. As room charges were not being added to your account, the hotel did not know that your balance was growing; therefore, they did not request any additional payments. Once this error was captured, the hotel charged $69.00 per night for all nights during that time frame which added $4,347.00 in room charges to the balance due on your account. There were three payments made of $400.00 each during this time frame which were first applied towards your balance due of $1,176.00 rather than your current charges. Your receipt from December 28th does show a rebate of $1,176.00; however, this was because the hotel rebated your balance to bring it down to zero, then added the amount back to your account on December 29th. This had to occur for them to complete their year-end reports. You have made payments since the additional charges of $4,347.00 were added, which have been applied towards the nightly room charges that have been incurred over this time. These payments have not been sufficient to reduce your past due balance, and your balance has continued to grow. Your current balance reflects $5,194.00 owed. By consulting with the hotel's management multiple times and thoroughly reviewing your receipts, I verified that this balance is accurate. As this situation resulted partially from an error made on the hotel's behalf, their General Manager has been flexible with your payment arrangements and adjusted $1,280 off the past-due balance. We understand the challenge with which you are faced, and the hotel's leadership is more than happy to continue working with you to arrange a payment plan and ease the impact of this situation on your financial stability. While we understand and respect your request for your past-due balance to be waived or reduced, we must respectfully decline that request, and you will be responsible for providing payment for the balance of $5,194.00. We are also unable to honor your request to issue Marriott Rewards points as we are not permitted to issue points when there is a past-due balance on the account.  Although the hotel failed to add room charges or request payment for some time, you were aware of your room rate and could have continued making payments to prevent your balance from growing.  I'm so sorry for any inconvenience caused to you as a result of your balance of room charges being over $5,000.  As a Marriott Platinum Elite member, you are among our most loyal guests and your friendship and continued support are paramount to our success. I recently awarded you 10,000 Marriott Rewards points as a gesture of our goodwill and those are available in your account.  We remain firm in our position that your balance due is correct and will not be adjusted in any way.  Thank you for the opportunity to serve you. Sincerely, Alex M[redacted]Corporate LiaisonMr. Marriott's Office[redacted]

Hello,
The hotel has refunded the guest fully for her advance purchase reservation.  The refund happened on January 22, 2016, and the guest was notified.  I have received confirmation from the hotel's accounting department that the refund did indeed take place.  The hotel wrote...

the guest the below email on the same date that the refund was processed.
>From: [redacted]>Sent: Friday, January 22, 2016 2:17 PM>To: [redacted].COM' <[redacted].COM>>Subject: Fairfield Inn Baltimore>>[redacted],>>Thank you for contacting Marriott Costumer Care regarding your previous reservation. As a one- time courtesy, I have rebated your advanced deposit and canceled the entire reservation. [redacted] is your cancelation number. If I can be of service to you in the future, please do not hesitate to contact me directly.>>Yours in Hospitality,>Alicia Beads Owens | Assistant General Manager
Warm Regards,
 
Lisa H[redacted]
Corporate Liaison
Mr. Marriott’s Office
Email: [redacted]@Marriott.com

Response to complaint ID #[redacted]Sent: Monday, August 22, 2016 10:17 AM To: '[redacted]@[redacted].com' <[redacted]@[redacted].com> Subject: Your Recent Stay Good morning [redacted]. Again, I apologize for the delay. I have located your reservation and am in the process of refunding your entire stay and...

also will be adding 20k Marriott Rewards Points to your account. Please allow two to three business days for the refund to show on your credit card account. We apologize for the unacceptable service you received and have shared your comments with the Department head who is investigating. Please allow us an opportunity to serve you in the future so we may show our true standard of service.Macon Marriott City CenterMark M[redacted] Director of Rooms Division Macon Marriott City Center

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 person taking the call to listen to a sales pitch unrelated to Marriott.  This practice,...

known 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.

After leaving a voice mail and an email requesting he contact us back to discuss, the following email was sent to [redacted]:
From:
'Tahoma','sans-serif'; FONT-SIZE: 10pt"> C[redacted], Candice Sent: Friday, September 12, 2014 2:29 PMTo: [redacted]Subject: Revdex.com submission regarding your experience in ordering a Marriott Electronic Gift Card
 
 
Dear [redacted],
 
We are in receipt of a submission you made to the Revdex.com regarding your experience trying to order a Marriott Electronic Gift Card. We sincerely regret any frustration you have felt as a result of this experience.
 
Your order was placed in the early morning hours of August 21, 2014.  Later that day, as per our usual procedure with electronic gift cards, a call was placed to your number to verify your order, and a voice mail instructing you call back using a specific phone number (###-###-####).  From details contained in your submission to the Revdex.com, It seems that you did try to call.  Unfortunately, you did not call back to the number provided in the voice mail, as that office has no record of a return call.  A second voicemail, again stating the intent to verify your order and providing you the specific phone number (###-###-####), was left for you on August 22, 2014.  Again, the office has no record of a return call.  Unfortunately, because the correct office did not receive a response to either call placed to verify the order, your order was cancelled as possible fraud on August 25, 2014.
 
Please accept our apologies for any inconvenience this has caused.  If you would like to resubmit your order you may do so via www.gifts.marrriott.com.  Please ensure that if an order is placed you make note of the specific number you are asked to call back on to verify the order.  This will enable your order to be processed in a timely manner.
 
Thank you for bringing your concerns to our attention.  We look forward to serving your future lodging needs.
 
Sincerely,
 
Candice C[redacted]
Corporate Liaison
Mr. Marriott’s Office   
[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]

[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:  It is insufficient for the terrible service we received.   
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]I confirmed with Jennifer D[redacted], Corporate Liaison, MrMarriott's Office that the hotel will finally issue the full credit I've been waiting onI was informed this will take 7-business daysDue to this information, I am accepting this as a full resolution at this time (assuming I will receive the credit as informed).
Regards,
[redacted]

From: Jillian A[redacted] [mailto:[email protected]] Sent: Thursday, May 19, 2016 8:18 AMTo: [redacted]Cc: P[redacted],...

Kimberly; RI, Orangeburg NY GMSubject: Internet Issue at the Residence Inn by Marriott, Orangeburg NY   Dear Mr. [redacted]   How are you? I am responding to a letter from the Revdex.com that has been referred to me. While researching the issue of your  account being hacked please note that our IT provider does raise the bar on security by performing a number of tasks like Port blocking.
Wireless networks in hotels are not a secure network similar to other establishments such as [redacted] etc. As this is considered public space transient networks, encryption is not possible compare to traditional enterprise environments where networks, network access and data transmission are tight controlled with mechanism such as data encryption.  We would need as a hotel to create a security key and provide this key to our guests, however once we do that, the network is once again insecure because now that guest could share the key with others.
  With Port Blocking provided by the hotel's IT provider, this actually restricts one user from seeing another user's computer and data. In addition, each connection is behind a NAT Firewall keeping data thieves off the network and out of the guest's computers.  
The Internet, however, is not a secure place.
Once the computer starts transmitting data on the Internet, there is no guarantee that the data transmitted will be secured.
This is why all of our guests need to understand that they are agreeing to a standard terms of service before accessing the Internet at a hotel.
Below is an excerpt from the Terms of Use for the Residence Inn in Orangeburg for your review.
As a guest of our Residence Inn by Marriott in Orangeburg NY you would have had to agree to these terms in order to access our internet system.
The terms of use are available to all guests and devices before they access the Internet.

It is a link on the Welcome page presented before access to the Internet is granted.
  Security You expressly acknowledge and agree that there are significant security, privacy and confidentiality risks inherent in accessing or transmitting information through the Internet, whether the connection to the Internet is facilitated through wired or wireless technology. These security issues range from interception of transmissions, loss of data, or the introduction of viruses or other programs that can damage your computer or network. ACCORDINGLY, YOU AGREE THAT THE COMPANIES SHALL NOT BE LIABLE FOR ANY INTERCEPTION OF TRANSMISSIONS, LOSS OF DATA, FILE CORRUPTION, HACKING OR DAMAGE TO YOUR COMPUTER OR NETWORK THAT RESULTS FROM THE TRANSMISSION OR DOWNLOAD OF INFORMATION OR MATERIALS THROUGH THE SERVICE.     We certainly empathize with you not being able to access your account and do apologize for the inconvenience experienced. I have attached a copy of a refund for your stay with us in the amount of $423.13. Please let me know if we can be of any further assistance.     Yours in hospitality,   Jillian A[redacted] CHA | Regional Director of Operations/General Manager Hampton Inn & Suites - Yonkers [redacted] Boulevard | Yonkers | NY | 10701 M. ###-###-#### | F. ###-###-#### | C. ###-###-#### Email: [redacted] Website: www.hamptoninnyonkers.com