Marriott International, Inc.

We have explained to *** ***, citing the Terms and Conditions of the Rewards Program, explaining that the certificate provided as a result of being a *** cardholder is good for a Category to hotel (inclusive) which is good for one year from date of issue. It must be used to make a redemption stay, or a redemption room as part of a longer stay than one night and that the room will be a standard room, not an upgraded room without the payment of additional funds or points if an upgraded room is provided. She somehow claims this is not in accord with ***'s explanations but the Terms and Conditions of the Marriott Rewards program take precedence. We regret she does not agree with the Terms and Conditions of the program

Dear *** ***, Thank you for your letter to the Revdex.com regarding utilizing your complimentary night certificate. I understand that Neill L***, General Manager of the Residence Inn Branson has called you and offered assistance in making reservations. I have
included his contacted information for your convenience: Neill L***, General Manager*** *** *** ***Branson, MO ***###-###-#### I hope we have the pleasure of welcoming you to a Marriott in the near future! Warm Regards, Jennifer D*** Corporate Liaison MrMarriott's Office Phone: (*** *** *** Fax: (*** *** *** Email: ***@Marriott.com Tell us why here

The hotel advises they are unwilling to make any changes in compensation offered to this guest; they have offered a one night complimentary weekend night stay, good thru 11/30/2018. This was a third party booking and the guest did not call the hotel to cancel the booking

-MrMarriott's Office Reviewed the documentation and found when going to ***.com the rate mirrored what was booked on Marriott.com.-***.com shows only whole rates on the main page and when you go into their site to pick your room you see the rate in full.-Below is the email sent to the
guest:--------------------------------------------------------------------------...⇄ 17,
*** ***
*** *** *** ***
Plainfield, IL ***
Via Email: ***@***.com
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
We remain sorry for the challenges you encountered during this
process. I have researched your claim and found that at the time of
validating your claim ***.com was selling rates that mirrored what was
booked on Marriott.com. This is the reason your claim was denied and
without Marriott being able to validate the lower rate you viewed we are unable
to approve your claim. I understand that the front page of ***.com
may have said $per night; however, if you went into the “Choose Room” option
you would have seen that the rate mirrored Marriott.com. As ***.com
does not list the change on their front page on the whole dollars you must
continue to see the rate in full
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,
Kim
P***
Kim
P***
Corporate
Liaison
Mr
Marriott Office of Consumer Affairs

[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 and spoke to two individuals from MarriottBoth showed very high social intelligence re: the situation and exhibited outstanding customer service!
Regards,
*** ***

Dear *** ***:
We understand your frustration; however, when the General Manager spoke to *** they told him they had never spoken to you about a refund. If a call is received from *** we will let you know
*** *** / Corporate Liaison

[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:
The security supervisor will not acknowledge that I have reciepts of ticket purchase and wont address the fact that we have witnesses who can back that we were discriminated against and profiled based on our ageWe were kicked out at 12:10am Jan and they refused to let us back in even with valid proof of purchaseWe all have government issued IDs to back all of our ages (19,21,22) which were well above the age required for the partyHe also wont address the blatant lies his security told both my brother and II am traveling until the 7th but will be in contact after the 7th
Regards,
*** ***

I am afraid that Ms. Jain has a difference between her expectations of what she wants connected with her wedding and the SpringHill Suites she has selected. Her expectations of a bridal suite and dedicated function space for she and her guests after the ceremony and full hot breakfast
with dedicated servers the next day are found in our full-service hotels and are charged for accordingly. SpringHill Suite is focused on the business traveler and meeting their needs. As a result, the suites are the same décor; meeting space is available for all the guests and the emphasis is not on full kitchen food service. Those constraints are built in to the Springhill Suite experience and are not changeable. We certainly appreciate *** *** bringing her friends and we appreciate her business; however, the hotel is very close to a sell out and comp rooms are not being provided to any of the wedding parties. In a full service hotel (which is or times as large as a SpringHill Suite, a comp room is given for every group of rooms connected with the event and this is negotiated from the inception, not demanded towards the end.The hotel acts as hosts for several wedding parties most weekends during the spring and summer months and is obligated to make what function and meeting space they have available to all their guests. This would preclude them from offering exclusive access to public spaces to any specific group.This response has been prepared by MrMarriott's Office in conjunction with the GM of the property. MrMarriott's Office is the highest point of escalation for customer service issues within the company. As such, it meets your requirement of a "Corporate" response

Dear Revdex.com,
class="MsoNoSpacing">
I called and spoke to *** *** and apologized and advised that I would not be able to resolve this issue in regards to the request for $for the missing items through the Revdex.comI advise guest that I support the decision of the Insurance Company that denied the claim due to the fact the there was no proof of what items were in the bagI advise that occurrences of this nature are covered under the Innkeepers Statue for the State of Georgia. Under the Innkeeper’s Statute, an innkeeper/hotel owner is not held liable for the loss, theft, or unexplained disappearance of guest’s money, jewelry, or valuable property which has not been placed in the hotel’s custody for safekeeping purposes. Notification to this effect is posted inside each guest roomFor this reason, we will be unable to compensate you for the value of these items As a gesture of goodwill I offered 20,points and to start a rewards account for her son and *** *** refused. I apologized again and advised that I still support the hotel and insurance company
Diane K***
Corporate Liaison
MrMarriott's Office

We do apologize that your credit card was accidently overcharged. We immediately reversed the charge manually on our end when the mistake was brought to or attentionWhy that credit card reversal did not go through we cannot explain We provided documentation that this was sent to the
proper agencies in an effort to have the wrong charges reversed
The General Manger, Lanier C***, offered *** ***:
To provide a check for the $or
To participate in a conference call with *** *** and his credit card company to resolve this matter
We are waiting on a response from *** *** on how he wishes to proceed
Please see attachments

The hotel advised the guest was credited 50% of their charges and was invited to return to the hotel for a complimentary dinner for two at *** *** restaurant (fine dining restaurant) which the guest stated they were fine with this compensation

GM Reports: Dear *** ***: Thank you very much for taking the time to contact our Marriott Customer Care Department and the Revdex.com regarding your visit. MrMarriott has requested that I respond on his behalf It is our desire to provide the ultimate in service
and hospitality for our guests, and please accept my sincerest apologies for the tardiness in responding not only to your request for your guest folio but also to your issues. I know that our Assistant Front Office Manager, Katie S***, did forward a copy of your folio and an apology with an offer of Marriott Rewards points on Friday, August 4. Please find attached another copy of your folioWe do appreciate your business and your loyalty as a Gold Elite Member and we do upgrade our Elite guests to suites whenever possible and based upon availability. I am sorry that our level of occupancy did not allow us to provide that type of upgraded accommodation Although our Executive Lounge is open according to the standard Marriott operating hours, we did make the decision to also open on the weekends for breakfast only based upon the requests that we have received from our Gold and Platinum members. I am sorry if a member of our staff did not communicate that information properly I would like to take this opportunity to announce that our much needed complete guest room renovation project has begun, and I hope that you will return in the future to experience our new look. I would like to invite you to contact me directly in the future after booking so that I may personally oversee your accommodations Thank you again for your business and your comments as they are invaluable to the continued success of our hotel. We will look forward to the opportunity of serving you again soon Sincerely, Valerie AM***, CHA, Director of Rooms MARRIOTT HOTELSShe also notes a copy of the folio and apology was sent on 8/4/

[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:It was the hotels responsibility to notify me the day I left my purse in my hotel room Someone from your staff took my purse and for that I will never stay at Marriott hotel again nor recommend anyone else to If you want to say theft in your hotel is covered under Texas innkeeper law its simply ridiculous No one in that hotel checked the security cameras as I requested and did not want to help me locate my purse.
Regards,
*** ***

[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,
*** ***

Refund of the amount charged by the hotel would fall under the claim process. The claim number is *** and the adjuster is MrMichael M*** who can be reached via telephone at ###-###-####, extension *** or via e-mail at ***@Marriott.com. He is aware of your desires and will be reaching out to you. Both the hotel and Marriott will support whatever decision is reached by the adjuster

The hotel has agreed to refund the charge and we have reached out to the guest to let him know.- Sara T***, Corporate Liaison, MrMarriott'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 responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:This response is very Unacceptable The fact that the email is conflicting to the last response I received from this company, from this same individualI feel as if my concerns are being dismissed again, with no research effort due to she was the original representative I address my concerns tooI am not satisfied with this reply without document from them showing they reach out and was told not to contact me, documents stating that reviews my original letter which was separate from my colleagues group complaintNot just third party details from unreliable sourcesUntil we are able to come to some sort of medium, I will continue to voice my concerns
Regards,
*** ***

From: S***, Cameron
Sent: Saturday, April 16, 3:PM
To: ***@ibionline.com
Cc: S***, Cameron
Subject: Renaissance Lodge at Sonoma
Dear *** ***,
Your letter to Revdex.com (Revdex.com) has been
referred to me for a responseAs a valued Platinum
Member I’m sorry to hear
that you have not received the service you have come to expect from MarriottI
would be happy to assist you in making the requested changes to your upcoming
reservation (confirmation # ***)I will revise your reservation to
reflect the use of points and send you a confirmation on Monday, April 18th
Please note that the 120,points is valid for a standard guest room and will
be reflected on your confirmation, however, for the inconvenience you have
experienced I will ensure you receive an upgrade to one of our cottage rooms
Please let me know if you have any questions or concerns
Sincerely,
CAMERON S*** |DIRECTOR OF ROOM OPERATIONS
The Renaissance Lodge at Sonoma | Broadway, Sonoma CA
T ###-###-#### F ###-###-####
Renaissance HotelsLive Life to Discover
renhotels.com |
***.com/renhotels | ***.com/renhotels

Dear *** ***,
Thank you for the email to the Revdex.com regarding the incorrect category information for the Marriott Frenchman’s Reef. I appreciate the time you took to speak with me today
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. As a gesture of goodwill 40,points have been purchased and placed into your Marriott Rewards Account. You will be able to view these points within hours
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
Jennifer D***Corporate Liaison, MrMarriott's Office Phone: ###-###-#### Email: ***@marriott.com

I called and reponded to the guest. I will be working with him to make sure the money was refunded on his original reservation, and have credited his Marriott Rewards account with 30,Marriott Rewards points as a gesture of goodwill
Thank you,
***
***
Corporate Liaison