Marriott International, Inc.

[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 10533256, and find that this resolution is satisfactory to me.
Regards,
*** ***

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Revdex.com of Metro Washington DC
Jun (days ago)
tome
---------- Forwarded message ----------
From: *** *** ***
Date: Mon, Jun 2, at 10:AM
Subject: RE: Complaint -- Can You Please Help Me Get This Resolved? [***]
To: Marriott Customer Care
Cc: "*** *** *** *** *** ***
Dear Sir or Madam:
This is to acknowledge that Marriott has reversed the unauthorized charge of $on my credit card There is a posting date of 5/29/on the charge reversal I'm not sure how that happened inasmuch as I sent my earlier email (see below) dated 5/30/only after checking my credit card account and seeing no charge reversal on my account as of 5/30/ I would not have bothered to write to you or the Revdex.com had I seen the charge reversal on my account on 5/29/
Thank you
*** ***
*** *** *** ***
*** *** ** ***
*** *** *** *** ***
*** ** ***###-###-#### (phone)###-###-#### (fax)
-Original Message-----From: Marriott Customer Care [mailto:[email protected]]Sent: Friday, May 30, 5:AMTo: *** ***Cc: *** *** ***Subject: RE: Complaint -- Can You Please Help Me Get This Resolved? [***]Dear *** ***:Thank you for contacting Marriott Customer CareWe appreciate the opportunity to respond to your billing related questions for your stay at the Key Bridge Marriott.Please accept our apology for any inconvenience this incident may have causedTo ensure your concerns are addressed, your comments have been sent to the hotel's Accounting Department for further researchThey will investigate the situation and contact you within three to five business days.Your patronage and goodwill are very important to usIf we can be of further assistance, we invite you to reply to this email.Thank you for choosing MarriottWe look forward to serving your future lodging needs.Regards,*** ***Marriott Customer Care

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 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

[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: if this is your shot at a callous and frankly disingenuous response then you have succeededWhat you chose not to do is hold this particular location accountable for answering the question of how $is 'reasonable' for this location in Virginia when empirical evidence shows that it is NOT in line with other Marriott chain hotels in the region including Richmond, VA where some rates are as low as $but none exceed $If you want to expand the aperture to the DC Metro area then the fees expand to $175-So by that proxy what Marriott is telling me is the Waynesboro, VA cost of living is closer to Washington, DC then it is to Richmond, VAI know your HQs are based in Montgomery Country, MD, so none of this should be a shockThe signal you are sending is these hotels are allowed to increase the pet fees with absolutely ZERO evidence to suggest the increase is warrantedInstead what a proper response could have been was that you talked with the hotel and asked them why they increased the fee and if (1) it truly was warranted and (2) had they examined an analysis of alternatives as to why this was needed instead of perhaps decreasing costs in other areas. If this is the chosen response that Marriott is going to provide then I will certainly take that into consideration for all future travel we do with our petsThe apparent stance by Marriott is 'we don't care' and 'you just have to deal with it.' Sadly this is just another case of when a large company no longer cares about the actual customerIf anyone actually does care about this I would actually appreciate a call at ###-###-####.v/r,*** ***
Regards,
Cody S***

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Fwd: Issue *** *** ***
Inbox
x
Revdex.com of Metro Washington DC
May (days ago)
tome
---------- Forwarded message ----------
From: ***, *** ***
Date: Fri, May 30, at 8:AM
Subject: RE: Issue *** *** ***
To: "[email protected]"
Good morning ***,
Thank you for taking my call yesterday morningIt was so nice to speak to you one on one
Again I want to apologize for the lack of service you received from our customer care associateI do wish I knew who you had spoken to so I could have brought this to the attention of his manager,
I am so happy *** *** ;our General Manager of our *** Residence Inn reached out to you as wellI did pass on his praises from you, he was delighted that the two of you were able to speak to one another
As promised I purchased the 5,reward points(you can view them on line.) Account # *** *** ***
Since you did not have your account number on your reservation, I requested your folio from the hotel and will add your stay
If I can assist you in the future, please don’t hesitate to call or email me
Kindest regards,
*** *** ***
Corporate Liaison
MrJ.W.Marriott
*** ***
###-###-####

Spoke with *** *** at The Revdex.com. Marriott will stand firm with our decision. No further communication regarding this matter
Thank 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. I did not mean that the compensation was not enough, but manager's writing contained lots of factual errorsThank you
Regards,
*** **

Dear Revdex.com Spoke to guest and apologized for all problems that arose at the hotel and gave her the Marriott Rewards point she was requesting. Guest satisfied Kind Regards, Diane K*** Corporate Liaison MrMarriott’s Office

Dear *** ***, Thank you for taking the time to write the Revdex.com about advertisements being sent via the internet from Marriott. We appreciate your comments and I am pleased to respond. Your feedback is very much appreciated. I have updated your Marriott
Rewards Account profile unsubscribing from all Marriott advertising. By taking out the information with your email address this should stop all emails coming from MarriottIf you make reservations you will need to request email confirmation be sent as your email has been removed from your profile as well. We apologize for any inconvenience this may have caused.*** ***, we value your patronage and sincerely hope we have the privilege of providing your lodging needs for many years to come. Sincerely, Jennifer D*** Corporate Liaison MrMarriott's Office Phone: *** *** *** Fax: (*** *** *** Email: ***@Marriott.com

From: *** *** Sent: Wednesday, October 29, 9:AMTo: '***'Subject: Your recent experience with Marriott Rewards points purchase
Dear *** ***:
Thank you for your submission through the Revdex.com regarding your recent Marriott Rewards points purchase and your attempts to have a hotel receipt showing nights paid. I did leave a voice mail for you at the number listed on your Marriott Rewards account on October 24, but have not heard back from youI have also called the number listed on your Revdex.com submission a few times and have been unable to leave a message there as your voice mailbox is full. Therefore, I wanted to follow up with a written explanationI understand it was your intent to book a night at a paid rate, which would have been reimbursed by your company, and then, book a subsequent personal night using Marriott Rewards, and purchasing the additional points required. Though you are currently able to book reservations that combine paid nights and Marriott Rewards nights by calling our toll free reservation line, at this time our website does not have that capability. Because of this, when you indicated online that you wanted to use Marriott Rewards for your stay, the system looked for and booked both nights using Marriott Rewards points. The funds taken from your credit card were used to purchase the points required to issue a two night Category certificateWhen a reservation is created for Marriott Rewards point redemption, the hotel receives notification of the reservationBecause the stay is paid for using points instead of dollars, there is no way for the hotel to produce a room folio showing a dollar amount paid per night. In a points purchase scenario, Marriott Rewards is only able to provide a receipt showing the total amount spent to purchase points from them. They are unable to provide a hotel specific receipt, because the funds used are paid directly to Marriott Rewards and can be used at any Marriott property. Though I understand your disappointment over the matter, our systems just do not have the capability to provide you a hotel specific receipt showing a charge for each night when the reservation is made using Marriott Rewards points to pay for the nights. Please accept my sincere apologies for any frustration and inconvenience this has caused
I do understand that it was never your original intention to use Marriott Rewards points to pay for both nights of your stay. Therefore, I am happy to credit your account with 20,Marriott rewards points as a gesture of goodwill. This replaces the 10,points you inadvertently purchased, and provides an additional 10,as a gesture of goodwill in consideration of your inconvenience and frustration. I appreciate the time you have taken to let us know of your situation. We look forward to serving your future lodging needs.
Sincerely,
Candice C***
Corporate Liaison
MrMarriott’s Office
***@marriott.com

[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 is a classic example of how Marriott doesn't really care or even research or read the complaintIt clearly shows how generic the response was and that Marriott didn't care to read the actual complaint issueI had nights in 2013, so why do I not have any rollover nights in 2014? Can you please explain?
Regards,
*** ***

Dear *** ***; Thank you for writing the Revdex.com regarding your stay at the Fairfield Inn Barrie. Your correspondence has been referred to me, and I am pleased to respond I understand you believe the hotel changed your reservation to reflect a third party
*** which resulted in you being ineligible to earn Marriott Rewards points. Our records indicate that your reservation was booked via ***.com on April 26th. I'm sorry for any misunderstanding related to this situation I know it can sometimes seem like you will get lower rates by *** through online wholesalers or travel agencies; however, you are always guaranteed the lowest available rate when *** your reservations directly through Marriott. If you find a lower rate through a third party site within hours of *** a reservation direct with Marriott, we may be able to match the lower rate plus offer you an additional 25% off that rate. There are certain terms and conditions that apply. For more information on this program, please visit www.Marriott.com/Look There are many perks to *** direct with Marriott aside from the Look No Further Best Rate Guarantee. Marriott Rewards members are not eligible for membership benefits when *** through a third party source. Some benefits to which you are entitled as a member when you book direct are mobile check-in, automatic ***, and earning points to redeem for free nights. You can learn more about the Marriott Rewards member benefits at http://www.marriott.com/marriott-rewards/member-benefits.mi *** ***, you are a loyal Marriott Rewards member and you are valuable to Marriott. As a one-time exception, I have added a bonus of 3,Marriott Rewards points to your account, and these points should be reflected in your balance within hours. This is the amount of points you would have earned automatically if the reservation was booked direct with Marriott. If I can be of further assistance, please don't hesitate to contact me by e-mail or at the phone number below. Have a great day! Sincerely, Alexander M*** Corporate Liaison MrMarriott’s Office Marriott International, IncE-mail: ***@Marriott.com Phone: ###-###-#### or ###-###-#### Fax: ###-###-####

November 26,
Dear *** ***,Thank you for sharing your
additional feedbackPlease accept my sincere apologies for this regrettable situation escalating to this pointMy Security team is quite detailed in their reporting of incidents at our resort; however, I will err on the side of goodwill and honor your request for this smoking fee to be refundedThe credit of $will be processed todayPlease note this may take 3-business days to reflect back to the credit card on file.Sincerely,Jim S*General Manager :

Dear Revdex.com, The CY Columbia Downtown at USC turned in the mouthpiece into their insurance company and the claim was denied, due to no proof the mouthpiece was lost. At the request of the guest with paper work from the dentist the claim has been submitted a 2nd timeIt will be
approximately weeks before the hotel hears anything. This all happened when a transformer blew and the hotel was without power. Guest has been compensated for two nights $and had received Marriott Rewards Points for the service issues. Kind Regards, Diane K*** Corporate Liaison MrMarriott’s Office

Hello Efrain, We apologize for the delay with your order and bad communication on our partThe company is in the process of working with new companies to better our products and customer satisfactionIn doing so things have been delayed from turn around time when getting these orders
outThings are back to and we have refunded your shipping costWe have also emailed you a 10$ gift certificate to use on the siteThank you for you business and we hope to see more of it in the futureBelow is your tracking and gift certificate. *** ***Gift CertificatePresented To: *** *** ***From* ***Issues with order.In order to redeem this gift certificate please use your computer web browser and go to the following URL: ***On the order screen you will be able to redeem this gift certificate by entering the following number and PIN values.Number: *** * *** ***Expiration Date: Thu Dec 11:18:AM

[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 Marriott hotels has never made any attempt to resolve my complaint! They have refused to acknowledge any wrong doing on their behalf, take any responsibility for their customer services' responses and actions, and continued to deny the claim based on premises. They made a promise to its customers they never attended to keep. I can't help but wonder how many others has Marriott Inchas taken advantage of? Buyer BEWARE!! I would not recommend any person purchase or stay at the Marriott Hotel including: Courtyard, Springhill Suites, Marriott Vacation Club (timeshare), Renaissance, Fairfield Inn and Suites, Residence Inn, TownPlace Suites, Marriott Executive apartments, Gaylord Hotels, JW Marriott, Ritz-Carlton, AC hotels, or any other hotel part of the Marriott family. You will be lied too, taken advantage of, ignored, mislead, and cheated. Would all the hotels and timeshares why stay with a company who cannot care less about it's customers? Do yourself a favor and head to a company that appreciates loyalty and stands by their word. DO NOT stay at the Marriott!!I would like to thank the Revdex.com for their continued efforts in trying to resolve this matter You are truly appreciated.
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,
*** ***

*** *** | Director of Operations | *** ***Marriott ** *** contacted
Calibri; **o-fareast-theme-font: minor-latin; **o-bidi- **o-bidi-theme-font: minor-bidi; **o-ansi-language: EN-US; **o-fareast-language: EN-US; **o-bidi-language: AR-SA">*** discussing the issue.
***. *** was going to speak to her husband about booking the rate. *** *** gave her his direct line and email and advised her he would assist with booking the rate. Please close the issue

From: ***, *** Sent: Monday, June 30, 9:AMTo:
'***'Subject: Your email to the Revdex.com regarding your accidental purchase of Marriott Rewards points
Dear *** ***,
Thank you for your recent correspondence to the Revdex.com regarding your accidental purchase of Marriott Rewards points via our online reservation system
Please accept our apologies for any confusion and frustration you have experienced in trying to have this matter resolved. I was happy to see that on June 24, 2014, our Marriott Rewards office was able to remove the purchased points from your account and refund your charges of $
We appreciate your business and look forward to providing you with the service you have come to expect and deserve from Marriott
Sincerely,
*** ***
Corporate Liaison
MrMarriott’s Office
***

Following e-mail was sent to *** ***:Dear *** ***: I have been advised by the General Manager at the Fairfield Inn MtLaurel that she spoke to you last week and you advised her you had received a refund for your planned hotel stay from Expedia, the agency you had used to book your
room. I wanted you to understand that it is MrMarriott’s policy that anytime we have a problem at a hotel, the General Manager of that hotel is required to be involved in the resolution so that he or she can learn from the problem and use it as a teaching moment for her staff. It was reported that *** ***, the General Manager, also asked how we could make this up to you and you replied you wanted noting from her but you were “taking it higher”. Your complaint is at MrMarriott’s Office, which is the highest point of escalation within the company, so there is no place “Higher”. I noticed you were not a Marriott Rewards member. I would be happy to enroll you in the program and then we could place points into your account that could be used for a free night’s stay, if that is something that would interest you. Please let me know and I will open an account for you. All I would need is your full name and your address and a contact phone number you would like to use. On behalf of MrMarriott and the entire organization, please accept our apologies for the difficulties you encountered. We want our guests happy with their experience of staying at our hotels and we deeply regret this stay did not meet your expectations or ours. Sincerely, Joseph ** R***, Jr.Corporate LiaisonMrMarriott’s Office