Marriott International, Inc.

Dear Revdex.com,
 
Called and spoke to guest and supported the hotel.  Offered the $83 rate and 5000 Marriott Rewards points as an apology from the hotel. Guest chose to cancel reservation and still accepted the 5000 Marriott Rewards points as an apology. Guest was satisfied....


 
Regards,
 
 
Diane K[redacted]
Corporate Liaison
Mr. Marriott’s Office

[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.  The money did show up back in the account for $150. 
Regards,
[redacted]

Thiis is the email sent to the guest from the Assistant General Manager of the property:
New Roman'">From: [redacted] <[redacted]>To: "[redacted]" <[redacted]> Sent: Tuesday, July 8, 2014 5:55 PMSubject: Your Stay at the Residence Inn [redacted]
 
Dear **. and [redacted],
 
Thank you for choosing Residence Inn by Marriott [redacted] for your recent visit to the area.  We recently received a copy of the issue you filed with the Revdex.com.  I personally wanted to thank you for taking the time to give us your feedback.  We here at Residence Inn [redacted] appreciate any feedback (good or bad) we receive from our valued guests.  If it weren’t for these comments, we would never know how we can improve!
 
While reading your comments regarding your stay, I was extremely embarrassed and disappointed in not only the mistake we made of checking you into an unclean room, but also the level of service that you received upon informing us of our error.  I investigated further into the circumstances regarding your experience and I learned from our Housekeeping Supervisor that once the room was cleaned by her staff, she had inspected the room again for cleanliness.  Upon doing so, she discovered a watermelon inside the refrigerator.  She removed the watermelon and placed it on the counter along with her keys.  She mistakenly changed the status of your room to "clean", forgetting that she still needed to remove the watermelon and keys.  There is absolutely no excuse for our response to your obvious concern when checking into that room.  I would like to sincerely apologize for our failure in service, from both our Front Desk staff, as well as Housekeeping.  I have made the staff aware of your experience, and hope to use your comments as training on standards and service.  Again, I am so very sorry that our mistakes caused an unpleasant stay for you and your family.  I think it is only fair to refund you the amount you paid for your room in hopes that your opinion of Marriott and Residence Inn are not permanently negatively affected.  I appreciate you bringing your concerns to our attention, and please do not hesitate to contact me if you have any additional feedback to offer.
 
**. and [redacted], once again I would like to apologize for the inconvenience that you experienced during your stay here with us. If you have any additional comments or questions, I would like to hear from you.  You can reach me at ###-###-#### or if you prefer, please e-mail me at [redacted].  
 
Kind Regards,
 
[redacted]
Assistant General Manager
 
Residence Inn by Marriott
1040 E Harriman Pl.
[redacted], CA [redacted]
###-###-####
www.marriott.com/ontbe

Marriott's corporation supported the hotel's with their decision.  I sent an email and copy Revdex.com. There will be no further responds to **. [redacted].
sent an email in Revdex.com:Dear **. [redacted]:Thank you for your correspondence through Revdex.com regarding your event held at the Chicago Marriott [redacted] last year.We apologize for any incnvenience that you may have encountered during your event. We understand your disappointment with the hotel. We believe that Mr. G[redacted], General Manager, has appropriately addressed your concerns and compensated you fairly.We regret your continued disppointment with his decision; however, believe that hotel exhausted all efforts to bring closure to this issue. We now consider this issue closed an no further correspondence will be sent regrding this matter.Thank you again for taking the time to bring our concerns to our attention.Sincerely,Line K[redacted]Corporate LiaisonMr. Marriott's Office

[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:pleasr make sure that this case goes against Marriott. They lied to a 14 year loyal customer and lost one with this. Other people should know of their poor business practices. 
Regards,
[redacted]

From: C[redacted], Gina On Behalf Of C[redacted], Dan ([redacted])
Sent: Thursday, January 21, 2016 4:28 PM
To: '[redacted].com'
Subject: Your Stay at the Westchester Marriott
Dear [redacted],
The comments that you have...

shared with our Director of Operations as well as the Revdex.com have been forwarded to me so that I may have the opportunity to respond to you directly.  I do apologize for the set of circumstances that led to you not being completely satisfied with your stay with us on New Year’s Eve. Please rest assured that we are committed to all of our guests’ complete satisfaction. 
I apologize for the confusion that you encountered surrounding whether or not breakfast was included in your package. As part of our New Year’s Eve Package, you did receive a $100 meal credit in our [redacted] Restaurant to use as you wish, for any meal period of your choice. We do this to allow our guests the flexibility to use the credit how they wish. I was happy to see you were able to take advantage of your meal credit.
Regarding the issue in your guest room, I can also assure you that we do take pest control concerns very seriously as we have the highest standards in the industry. Thank you for bringing this matter to our attention. Upon being notified of your concern, we did take immediate action and brought in certified professionals to conduct a complete investigation into this incident. I am happy to report that there was no evidence of any insects or infestation in your room or the surrounding area. 
Prior to your departure, our front office staff did reduce your package price by $50.00 and in addition, our claims department has authorized a refund in the amount of $150 as a gesture of goodwill. Please accept these as a token of our commitment to your satisfaction. I would like to reassure you that the safety, security and comfort of our guests is our top priority and we thank you for the opportunity to address your concerns.
Sincerely,
Dan C[redacted]
Daniel C[redacted] - General Manager
Westchester Marriott Hotel
670 White Plains Road
Tarrytown, NY 10591
Ph: ###-###-####, Fax: ###-###-####
[redacted]@marriott.com

hotel has contacted the guest via email apologizing and offering them a full refund of their charges.From: D[redacted], Glenn  Sent: Tuesday, June 28, 2016 7:47 AM To: [redacted] (PBITB) (F) Subject: RE: Marriott Customer Care Issue - [redacted] - [redacted]Dear [redacted]...

[redacted],Your letter to the Revdex.com has been referred to me for a response.As we pride ourselves on delivering a memorable hotel experience during your travels, we have unfortunately fallen short of our goal during your recent stay. Please accept our sincere apology for the shower drain. We have shared your feedback with the appropriate hotel team to ensure that this was an isolated issue.Upholding my commitment to provide a memorable experience with exceptional service, I would like to offer you a full refund. Once again, thank you for your valued feedback and we hope to serve you again whenever your travels bring you back to Boynton Beach.Sincerely,Glenn D[redacted]General managerTownePlace Suites[redacted]@marriott.com[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]

Dear [redacted], Thank you for the additional opportunity to address your concerns with the Newport Beach Marriott.  Your time in sharing the details of your experiences with these offices is greatly appreciated.  We sincerely apologize for any inconvenience you may have experienced during the resolution of your concerns.  Our staff prides itself on delivering the highest level of service to all of our guests.  While it's never pleasant to hear of our shortcomings, it does all us to refocus our energies on providing the service Marriott is known for.    We are pleased to hear that you did communicate with the Resident Manager, Shelene P[redacted] and came to an agreement on resolution.   As a gesture of concern due to your experience, she rebated you an additional $50.00, along with the $52.00 refund, this will reflect on your credit card in 5-7 business days.     [redacted], I know that this has been a frustrating experience.  I hope that Shelene was able to provide closure to your concerns and that we will be able to welcome you to a Marriott property in the future.   Jennifer D[redacted] Corporate Liaison Mr. Marriott's Office Phone: [redacted]  Fax: [redacted] Email: [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]

The hotel reached out and were able to reach [redacted].  They agreed to refund $2,000.00, which was reported as a mutually satisfactory solution.

size="3">Dear [redacted],
 
On behalf of Mr. Marriott’s Office we would like to thank you for your contact with the Revdex.com.  I appreciate the opportunity to respond and clarify information.
 
I was concerned to learn of your continued frustrations in resolving this issue.  After carefully considering your email, I reached out to the Manager of the Lake Arrowhead Resort & Spa and found that you had been issued credit for all [redacted] charges as well as the meal consumed.  In addition, you were also credited $150.00 towards your bill as a goodwill gesture.  We made several attempts to address your concerns and are saddened to see our attempts failed. 
 
As a last attempt to bring closure, the hotel has refunded the remainder of your stay.  This was done primarily due to the communication error from a Supervisor within Marriott Customer Care.  Please understand that at no time did the property advise you that your entire stay would be credited.  The Supervisor did advise you of her error and compensated you with 20,000 Marriott Rewards points for the miscommunication and inconvenience.  
 
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: ###-###-#### Email: [redacted]@marriott.com

Dear [redacted]:
New Roman"> 
Thank you for your recent submission to the Revdex.com regarding your experience with our [redacted] Suites [redacted]. 
 
Please be assured the safety and security of our guests and their belongings is of paramount concern, and we do not take these matters lightly.  While we appreciate your comments regarding the handling of your concerns, they were correctly forwarded to our Claims Administrator, [redacted], under claim number [redacted].  Though we understand your disappointment that your claim was denied, we support her decision as she has the final responsibility to investigate and make a determination in events of this nature. If you have any further questions or concerns regarding the investigation, [redacted] may be reached at ###-###-#### or by email at [redacted].       
 
We appreciate your taking the time to let us know of your experience, and hope you will give us another opportunity to serve you again in the future.
 
Sincerely,
 
[redacted]
Corporate Liaison
Mr. Marriott’s Office   
Phone:  ###-###-####
Fax: ###-###-####
[redacted]

From: [redacted] Sent: Tuesday, July 15, 2014 5:25 PMTo: [redacted]'Subject: MarriottImportance: HighDear [redacted]....

[redacted]:On behalf of Mr. Marriott's Office, we would like to thank you for your correspondence regarding your stay at the Residence Inn [redacted]. Your time in sharing the details of your experience is greatly appreciated. We sincerely apologize for any inconvenience you may have experienced during the resolution of your concerns, and for any frustration you encountered when speaking with our representatives. You are a very important customer to Marriott and we value your family’s preference and loyalty, and what happened in your case is not typical of Marriott's level of service. Our staff prides itself on delivering the highest level of service to all of our guests. While it's never pleasant to hear of our shortcomings, it does allow us to refocus our energies on providing the service Marriott is known for.I truly regret we did not provide you and your family the experience that you anticipated. Rest assured your comments have been addressed with the appropriate executives. We strive for excellence and welcome the opportunity to improve base on your comments and observations.[redacted], as a valued Marriott Rewards Member, we have credited the 100,000 points used during your visit back to your account. 04/30/14 06/03/14 _____ [redacted] 80,000 [redacted] 04/30/14 06/03/14 _____ [redacted] 20,000 [redacted] Your current account balance as of today July 15, 2014 is 118,433. We hope this isolated incident will not deter you and your family from coming to enjoy the service you have come to expect and deserve from Marriott. Sincerely,[redacted]Corporate LiaisonMr. Marriott’s Officecc: J.W. Marriott, Jr.

Guest was informed numerous times that late checkout was not available and checkout time was 12 noon, on checkout day guest refused to leave the room at 12 noon and was informed that he would be charged a full day for not exiting the room. Guest was given 15 minutes to exit the room without a penalty. Guest still refused to checkout of the room and a full day’s charge was assessed on the room. It is standard hotel operating procedure to charge any guest that refuses to leave the room past checkout time unless they have been granted a late checkout. The hotel’s decision is stand by our original decision to charge the guest for a full day for refusing to checkout even after being warned that he would incur a charge.

[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.  I will follow up with the credit does not post.  Thank youRegards,
[redacted]

We were unable to reach the via telephone so the following email was sent to the guest this afternoon.
- Sara T[redacted], Corporate Liaison, Mr. Marriott's Office
Roman'">From: T[redacted], Sara Sent: Thursday, August 07, 2014 3:21 PMTo: [redacted]'Subject: Marriott Response
 
August 7, 2014
 
 
[redacted]
 
Via email:  [redacted]
 
Dear [redacted]:
 
Thank you for your emails to Marriott Customer Care and for contacting the Revdex.com about your experience at the [redacted] Suites in [redacted], South Carolina.  Your comments are very important to us and I appreciate the opportunity to address this issue on behalf of the hotel and Marriott International.  I regret I have been unable to contact you via telephone.
 
We were very concerned to read about your check in experience.  The Front Desk associate’s inability to make a reservation using your points would not have prevented her from reaching out to Marriott reservations for assistance.  In addition, providing a guest with a room that is fresh and clean is a minimum expectation.  Please accept my sincere apologies for the disappointment that has resulted from this situation.
 
We were equally sorry to learn the hotel’s pet cleaning fee caught you by surprise.  Marriott’s pet friendly brands, [redacted] Inn and [redacted] Suites by Marriott, charge between $75 and $100 per stay when a pet has occupied a room.  Information regarding whether a hotel accepts pets and what charges apply is located on Marriott.com on the hotel’s main page under “hotel details.”  [redacted]
 
[redacted], the hotel has refunded the pet cleaning fee along with your room and tax charges in full.  As an additional gesture of our goodwill, I have added 15,000 Marriott Rewards points to your account.  This point addition is sufficient for a complimentary night at any category three property such as the [redacted] Suites.  Should you wish to discuss this matter personally, please do not hesitate to contact me.  I can be reached at ###-###-#### between 8:00 AM and 4:30 PM Eastern time, Monday through Friday.  We again apologize for these unfortunate circumstances and hope we have the privilege of providing your lodging needs for many years to come.
 
Sincerely,
 
Sara T[redacted]
 
Sara T[redacted]
Corporate Liaison
Mr. Marriott's Office

Dear [redacted],
 
Thank you for contacting the Revdex.com regarding interactions with several individuals when you reported leaving your hair straightener in your room at the Renaissance Midtown Downtown Hotel. Your concerns have been referred to me for a response.  I am...

very sorry for the frustration this has caused and appreciate the opportunity to respond.  I understand that you have been contacted by Amelia Seneviratne at the Renaissance Atlanta Downtown Midtown property and that it was agreed to refund the price of your stay at the property.
Please be assured that your business and your loyalty is important to us.  We appreciate you taking the time to share your experience
Jennifer D[redacted]Corporate Liaison, Mr. Marriott's Office Phone: ###-###-#### Email: [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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I did in fact speak with someone from Fairfield Inn, but I never said I didn't want anything. I did state that I would need to discuss my next course of action with my husband. They (since I was on the phone with more than one person) stated that they used my complaint for training purposes. They had no response in regards to the mold that was in my room or the fact that the hot tub, which again we called to confirm that it was functioning, was full of green algae. I had also stated several times that I had taken care of [redacted] on my own and she demanded to know what was done/what the outcome was. I informed her that since they are a middle man that she doesn't need to know and that I handled it directly. She was VERY unprofessional on the phone by huffing and sighing throughout the conversation. I will be sure to NEVER use this disgrace of a franchise again.Regards,
[redacted]