Marriott International, Inc.

Mary Ann K[redacted] 08/11/2016 10:47:53 AM - Resolution ___________________________ [redacted] They did send this onto the Revdex.com.[redacted] From: C[redacted], Tyrone Sent: Tuesday, August 09, 2016 7:04 PM To: [redacted].com Cc: [email protected] Subject: FW: [redacted]
Aloha...

[redacted], My name is Tyrone C[redacted] and I am the Resident Manager at the Waikiki Beach Marriott Resort and Spa. I am writing to inform you that I received your customer issue and first I would like to apologize on behalf of the resort for the issues you and your family experienced while you were our guest. We take and welcome feedback from our guest and continue to use this feedback as an opportunity to continue to strive for excellence in providing our guest with an enjoyable and memorable stay. We were unable to deliver this to you and your family during your stay and again I do apologize. We are going to credit your credit card for the full amount of your stay of $903.73 and do hope you will in the future give us another opportunity to share with you and your family the true Aloha Spirit and serves we provide here at the resort. Please do not hesitate to contact me if you have any questions or if you are going to be in Hawaii in the near future. We would love to have you back at the resort. Regards, Tyrone C[redacted] Resident Manager [redacted]@marriott.com Waikiki Beach Marriott Resort & Spa 2552 Kalakaua Avenue | Honolulu, HI 96815 office [redacted] | fax [redacted] MarriottWaikiki.com MarriottHawaii.com

From: C[redacted], Gina On Behalf Of C[redacted], Dan ([redacted])Sent: Thursday, January 21, 2016 4:28 PMTo: '[redacted].com'Subject: Your Stay at the Westchester MarriottDear [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 ManagerWestchester Marriott Hotel670 White Plains RoadTarrytown, NY 10591Ph: ###-###-####, Fax: ###-###-####[redacted]@marriott.com

I am responding to complaint [redacted], on behalf of Mr. Marriott's office.  In regards to [redacted]' complaint, this office has reached out with two voice messages and one email.  This office has been unable to locate information in regards to [redacted]' complaint.  We have asked that...

[redacted] respond with the exact Marriott Residence Inn she is referencing so as to follow up on her concerns.  Until further communication from [redacted] this office is unable to proceed.

From: K[redacted], Line  Sent: Wednesday, May 17, 2017 3:59 PM To: [redacted].com Subject: JW Marriott Austin Importance: High Dear [redacted], Thank you for your request regarding The JW Marriott Austin Hotel.   After further review, the hotel had communicated with you...

in the past regarding declining any future reservation from you at this specific hotel.  Attached is a final response sent to you dated December 20, 2016.   We can look into other Marriott hotels in the area and check to see if they can honor your request.  We are not able to override the determination of the hotel management declining future stays at the JW Marriott Austin Hotel. We appreciate your time and look forward to serve you. Best Regards, Ms. Line K[redacted]Line K[redacted]Corporate Liaison, Office of Consumer AffairsI Marriott International, Inc. [redacted] Road I Bethesda, MD [redacted] I Phone: ###-###-#### or [redacted]; fax: [redacted]

According to the Front Office Manager, the reservation was changed from a redemption stay for 1 night and paid for 2 nights to paid all three nights.  Apparently the guest became confused with his original, pro-forma receipt and his actual, final receipt.  The Front Office Manager went...

over the final receipt with the guest and he was satisfied with the explanation.  The Front Office Manager apologized for the confusion.

For the better part of the last year, an international ring of scammers have been making telemarketing-type phone calls, representing themselves to be from Marriott International and offering different forms of incentives (free hotel stays, free trips, and other incentives) in an effort to gain...

personal information (credit card, social security and other personally identifiable information) from the person being called.  These scammers, who have operated in the US, Canada, Australia and several European countries, have no connection to or relationship with Marriott. Marriott's internal security has been working with the FBI and international law enforcement in order to bring these criminals to justice.We apologize [redacted] has been disturbed by these scammers.  Since they are not employed by, related to or controlled by Marriott, we are unable to guarantee they will not call back.  Should they call back, please do not provide them any personal information and terminate the call.  What we have found is those who quickly terminate the call tend not be called back as the criminals move on to those they can engage and potentially solicit information.

Dear [redacted]:   Thank you very much for taking the time to contact Mr. M[redacted]’s office regarding your recent visit.  Mr. M[redacted] has requested that I respond on his behalf.   I am sorry that I was out of the office on Friday and unable to respond to your email until this...

morning.  As I had mentioned, our hotel is undergoing a complete and much needed guest room renovation and we are looking forward to the first of our new rooms opening within the next few weeks.  I am sorry that we are slightly behind schedule and that we did not have a room for you to enjoy while you were here.  As promised, we have sent a gift certificate for a one night complimentary stay for a date of your choice in the future, and I hope that you will contact me directly when you are ready to make your reservation so that I may personally oversee your accommodations.   As a gesture of goodwill, we would also like to offer you 10000 Marriot Rewards Points, and I will be happy to post them directly to your account.   We will look forward to the opportunity of welcoming you back to our hotel whenever your travels might return you to Kansas City.   Thank you again for your comments as they are invaluable to the continued success of our property.   Sincerely,     Valerie A. M[redacted], CHA, Director of Rooms Marriot HOTELS  |  TRAVEL BRILLIANTLY Kansas City Marriot Downtown

April 17, 2014
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[redacted]
 
Via Email:  [redacted]
 
Dear **. [redacted],
 
Thank you for taking the time to write to **. [redacted] about your experience at the [redacted] Suites.  Your comments are very important to us and I appreciate the opportunity to respond on behalf of **. [redacted] and Marriott International.
 
I can certainly understand the frustration you felt when you discovered your [redacted] was damaged.  Rest assured I have followed up with the hotel staff concerning the circu**tances of this incident.  I have also spoken to **. [redacted] of Marriott Claims Services who confirmed the claim was denied.  There is no proof the damage was caused by a Marriott associate.  Should you wish to discuss this matter further, please contact **. [redacted] at ###-###-####. 
 
**. [redacted], although we remain unable to reimburse you for the value of this item, your continuing patronage is very important.  As a gesture of goodwill, I have added 25,000 Marriott Rewards points to your account.  We trust all future Marriott experiences will be positive and look forward to welcoming you to a Marriott sometime soon.
 
Sincerely,
 
[redacted]
 
[redacted]
Corporate Liaison
Mr. Marriott's Office

We sincerely apologize for the damage caused to the guest's vehicle by unknown third parties.
Attached is a copy of the sign advising guests they are parking at their own risk while parking in the hotel parking lot.  There are 20 such signs in the parking lot, one attached to each...

lampost.
[redacted]'s issue was turned over to the Marriott Claims Division under Claim Number [redacted].  The adjustor assigned is Rose Smith, Senior Claims Administrator.  Her telephone number is ###-###-####, extension [redacted] and her e-mail address is [redacted]@marriott.com. Our claims department and insurance adjustors have the final responsibility to investigate and determine the outcome of events of this nature and we support their decisions.  Should [redacted] have further questions or concerns, he should contact the insurance adjustor regarding his claim.

Complaint: [redacted]
I am rejecting this response because: I had to call the front desk 3times to get a response. If this is the way that Marriott treats their guest I will take my business elsewhere.  I'm glad I have documentation on Revdex.com of my horrific experience and the follow up taken! If Bill Marriott were to see the black ring around the tub, that was never cleaned, he would be appalled. Moreover, the overall cleanliness of the restroom was embrasing. I had to go to 7-11 and purchase Lysol.Regards,
[redacted] [redacted]

We have contacted the guest about the smoking recovery fee the guest received on her credit card.  The guestroom was actually occupied by her daughter and her daughter's guest.  After check-out, the manager states the room smelled of smoke and ashes were found throughout the suite. ...

The hotel is checking to see whether any photos were taken of the ashes.  There are no-smoking decals throughout the hotel, in the rooms, on the key packs and at the entrance of all hotel entrances and guest room doors.  Once we complete our investigation, we will close the loop with with the guest.  - Sara T[redacted], Corporate Liaison, Mr. Marriott's Office of Consumer Affairs

Dear Revdex.com,

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Guest was refunded $54.00 plus tax.  This was the difference if he booked the government rate.   Guest is happy.
 
Kind Regards,
 
Diane K[redacted]
Corporate Liaison
Mr. Marriott’s Office

The hotel reported the guest made a reservation for Dec 8 to Dec 10th via [redacted]'s opaque offering, which is pre-paid and non-refundable.  Apparently he wishes to change the dates of his reservation without penalty.  This is not an issue controlled by the hotel; it is completely in the...

hands of [redacted].  The hotel has nothing to do with this reservation.  Also, the hotel has no record of an associate named Junko A[redacted], either past or current.  It is possible this individual is employed by [redacted].  We would recommend the guest change his complaint to reflect [redacted].

Revdex.com:Samuel W[redacted], a manager at this property, called me as soon as he found out there was an issue and rectified the situation by replacing my item. Thank you so much to him! 
Regards,
[redacted]

spoke with [redacted] apologized for the manner in which her concern was addressed and offered her 20,000 Marriott Rewards points.  Guest accepted the points.

Please be advised the customer, [redacted] has been refunded the total amount of her dispute ($250.00). The credit will be issued to her [redacted] card. I personally spoke to [redacted], extended my apology, and reviewed the credit process. I followed up with an email (attached).Please...

let me know if you have any questions.Regards,
Shelly D
General Manager

As this case is a alleged loss of property, it has been turned over to the hotel's insurance carrier under claim in name of [redacted].  The adjuster assigned is [redacted], who may be reached via e-mail at [redacted].com, telephone [redacted].  The adjuster is now responsible...

for the investigation and adjudication of this case and both the hotel and Marriott Corporate will fully support whatever decision the insurance company arrives at.

On Jun 29, 2017, at 3:00 PM, [redacted] <[redacted]@heihotels.com> wrote:Dear [redacted],It was a pleasure speaking with you. Please accept my most sincere apologies with your difficulty in reaching us.  We are adjusting your room rates to reflect the following rates as we...

discussed:July 7, 2017 - $86 per night plus applicable taxesJukly8, 2017 - $93 per night plus applicable taxesJuly 9, 2017 - $145 per night plus applicable taxesJuly 10, 2017 - $145 per night plus applicable taxes You will get a separate e-mail with confirmation and we will adjust your credit card as well. You may see “credit” on your credit card in 2-3 business days depending your financial institution policy. We are looking forward to your visit and please do not hesitate to reach me if I can be of any service. Regards,Shawn [redacted] | General  Manager The Hotel Minneapolis, Autograph Collection GM wrote as follows:

Dear Ms. [redacted], Thank you for your letter to the Revdex.com.   Your concerns regarding fraudulent telephone calls has been referred to me for a response. 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.     Jennifer Douchey   Mr. Marriott's Office Phone:( ###-###-####  Fax: ###-###-#### Email: [redacted]Marriott Confidential and ProprietaryThis 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 Tell us why here...

We sent an email to [redacted]  informing  that we will honor the rate he saw at the time of booking which was $699 per night plus tax. The hotel asked him to please email them the last...

name and first name under whom the reservation was booked and confirm that the correct dates of the booking were Dec. 29th to January 4th. Once they have located the record we will go ahead and process the refund of the difference between the actual rate paid and the $699 plus tax.
 
Thank you,