Marriott International, Inc.

We have reached out to the guest to let him know
the hotel has refunded one of the two room charges. We have also provided the guest with 10,MRW points as an additional gesture of goodwill
- Sara T***, Corporate Liaison, MrMarriott’s Office of Consumer Affairs

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me While the clogged sink, loose/rocking toilet, lack of towels, and lack of coffee condiments are far below the standards expected of a Marriott at this daily rate price point, the response to my complaint was timely and sufficient
Regards,
*** * *** *** *** *** ***

I spoke with the person who contacted the Revdex.com on the telephone. She tolld me the Revdex.com had misunderstood her complaint and she does not think there are any hotel assoiciates involved. She is referring to the Warner Center Marriott in Woodland Hills, California. She believes a
woman named *** is impersonating her at the hotel (using her name) because *** is wanted by the FTC and IRS. I advised her we do not have any record of a guest with her name staying at the hotel and we do ID checks. I assured her the hotel would cooperate with any law enforcement investigation. She thanked me for calling and toid me "You can tell the Revdex.com the complaint is resolved."
- Sara T***, Corporate Liaison, MrMarriott's Office of Consumer Affairs

The Marriott representative indicated in the email indicated that 'I will certainly share your comments with our Marketing and Operations teams.'I hope this is the caseThis was omitted in their response to de Revdex.com and I think it is the most important part of the letter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Date: Wed, Dec 21, at 11:AMSubject: RE: *** *** Complaint (***)To: *** *** Dear ***: Both of these rooms were booked through *** Both rooms were booked in the same name (*** ***) and both were booked to the same credit card Only one room had a crib request noted When the hotel failed to provide the requested crib, their response was to discount the rate by 50% To their knowledge, it did not matter to whom the discount was assigned as it was going back to the same credit card The hotel considered that only one crib request had come through from *** so only one refund would need to me made *** *** does not dispute the fact that one room received a discount, which was done for the one room that had requested a crib and did not get one We apologize the hotel did not honor the crib request At the time of the investigation of this event by our office, there was no record of a promise by the hotel of a 50% refund for a second room We are not questioning *** ***’s veracity; we are simply saying there was no record at the hotel. Best regards, Joseph JR

I spoke with Ms*** and advised her ShopMarriott will honor the rate of $and will include the free shipping.>Debra MC***
Debra MC***
Liaison, MrMarriott’s Office
Phone: ###-###-####
Email: ***
Facsimile: ###-###-####

Hello ALL, The hotel's management has reached out to *** *** *** in regards to this issue. They also performed a research on the chargesHis
reservations was booked under ***His card was accidentally charged instead of the *** card, but the issue was resolved as of January 12, when a refund was issued. They called *** *** and left a detail message asking to return our call if he needed anything furtherPlease edit the case statusThank you:::

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

On June 6, *** *** stayed on Marriott's Friends and Family discount rate whcih is not eligble for credit, hence the reason for not being eligble for the promotion. Please see the Room Rate Discount Authorization form from for more infomration
related to the terms and conditions

The General Manager advises that the customer had a two night reservation for January 28th at $plus tax ($113.85) and the 29th at $plus tax ($205.85). The customer elected to extend their stay on the 30th for a partial day at a cost of $plus tax ($56.93). The charge for
January was applied to credit card end 2973. The charges for Jan ($205.85) and the half day ($56.93) were applied to card end ***. This may be seen on page of the attached folios. The hotel charged the guest exactly what was agreed to. No instructions were given by the guests as to which card was to be charged for what

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Nothing has been done at all about this incident that I can prove that it occurred I've just been told the incident did not occur at all so nothing will be done That is impossible and absurd Simply calling a customer a liar and moving on is not a solution in any way This was a serious incident and not one that was taken seriously at all by Marriott Their response was to say their investigation concludes that I have made up this entire situation I have witnesses, it is impossible that I fabricated this whole story to report to the Revdex.com It makes no sense in any way and I have valid witnesses to prove events have occurred It's reprehensible that they respond with nothing other than claiming I have lied about the whole event so they have to do nothing
Regards,
*** ***

The General Manager has advised us a thorough search for the purse was conducted and unfortunately is was not found. We certainly apologize but under Texas Innkeeper law the hotel is not liable for valuables that are not delivered into the hotel's safekeeping in the hotel safe

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Because it is still unacceptableMarriott still have fail to give me customer satisfactionNo one still can tell me what was on my letter nor can anyone provide me with proof of reason why they are unable to address my concernsI will continue to share on my Social media pages how horriblyI have been treat as an consumer
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I received the response and at first made no sense as I detailed the gaps in the logic provided via the emails sent back and forth between Marriott. Yes, both reservations I made with marriott.com were refundable as I made it clear that I would not lock a more expensive rate in via marriott.com when compared to the non-refundable rates in *** and such and then not be able to cancel when the determination was made not to acknowledge the price match by Marriott. I put that in all the emails sent to Marriott thru the process. After the first issue, I made it clear to the rep from Marriott customer service and he detaied how to proceed the second time, and I still ended up with the same negative result. That is my point which was disregarded. Marriott is running the prices on its site marriott.com. The prices on *** are obviously cheaper. If a customer books the non-refundable rate on marriott.com then sends the cheaper price from *** or any other of the sites (***, ***.com, etc...) and whatever logic Marriott wants to spin to reject the price match, now the customer is locked into a non-refundable reservation. Again, just not an ethical business practice. I clearly explained in my email exchanges between Marriott customer service that I booked the refundable reservation based on that fear of being locked in and provided the price difference between the marriott.com and *** non-refundable rates. Its fine for the response from Marriott to disregard the facts. Not sure if it was intentional to disregard the email traffic or just did not add to the plausible deniability. This is not the first time I have had issues. The last being during a work trip to Hawaii years agoI booked Marriott and was provided a nightly rate. There was no reason to think that rate was not to be applied to each night during the stay. I was then told when the bill came was that rate was for some of the nights and other nights were notably higher. Why would they not just quote the average nightly stay when you book a timeframe? Either way, had to complain for a frustrating time just to get the original quoted price to be honoredEither way, I had no assumptions that Marriott would acknowledge the issues. Let this message traffic serve as fair warning to customers who attempt to book as well. I have since enrolled in the *** Honors program and booked my needed accomidations for my current trip with them for the month. I converted my Marriott points over to Delta miles and just determined to take my business elsewhere while encouraging my office to do the same based on the problems to date. No need to stay with a company that operates like this
Regards,
*** ***

Dear
Revdex.com
Reviewed
reservation booking and agent did miss the request for the use of rewards
points by guest. Awarded guest 20,
Marriott rewards points for the error which equals to two free nights at the
same category hotel
Diane K***
Corporate
Liaison
MrMarriott’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 was contacted by the Marriott office, MsJudy R*** (Corporate Liasion), and we discussed the issue at hand and she offered a resolution to make it right for me and Marriott. I am very pleased with the outcome and how MsR*** so quickly worked on making it rightThank you!
Regards,
*** ***

March 30,
0pt" class="MsoNormal">
Dear *** ***:
I am responding to complaint #*** to the Revdex.com, regarding your recent stay at the Albany *** *** Residence Inn
Please accept our sincere apologies for the frustration caused due to a misunderstanding when requesting certificates for two separate Marriott hotel stays. We are pleased to see this was corrected, and the proper certificates were issued. As a gesture of goodwill, 15,Marriott Rewards points have been placed in your account
*** ***, Thank you again for taking the time to write; your comments are valuable to us, and we hope you will allow us the opportunity to continue to serve you. We appreciate your business and look forward to providing you with the service and accommodations you expect and deserve from Marriott
Sincerely,
Marriott Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Thomas Mclaughlin

guest has been issued a full refund of his charges and sent an email apologizing for the challenges he encountered

">Dear *** ***:
Thank you for your correspondence with the Revdex.com regarding your claim with Marriott’s Look No Further TeamWe appreciate your comments and I am pleased to respond on behalf of Marriott International and the hotel
We remain sorry for the challenges you encountered during this process. We value the opinions and suggestions of all guests and will share your thoughts with the appropriate department within Marriott. We hope you will accept our sincere apologies for any misunderstanding pertaining to our program
We have researched your claim and found that at the time of validating your claim you compared the Residence Inn *** to the Red Roof Inn. This does not apply to the core of Marriott's Look No Further(SM) Best Rate Guarantee which is stated below:
“If within hours of making your reservation, you find a lower hotel rate for the same hotel, room type and reservation dates, and submit a qualified claim form, we’ll match the rate + give you an extra 25% discount on the room.”
As the Red Roof Inn is not a Marriott hotel it would not be the same hotel as you booked with Marriott and would not qualify for the Look No Further(SM) Best Rate Guarantee
For future reference, below is the web link to the Terms & Conditions of Marriott's Look No Further(SM) Best Rate Guarantee:
https://www.marriott.com/hotel-prices/travel.mi
*** ***, we value your business and your continuing patronage is very important to us. We look forward to welcoming you for many years to come in the time honored tradition of Marriott hospitality
Sincerely,
MaryAnn K***
Corporate Liaison
MrMarriott's Office