Marriott International, Inc.

[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 is a copied and pasted message Marriott sends whenever I've tried to talk to them about it before, there's no real apology and they're not addressing the rest of my questions"This is a process known as" terrible customer service! I want a refund and an apology and for you to make a sincere effort to stop whoever is behind these calls
Regards,
*** *** ***

From: ***,
*** Sent: Thursday, January 15, 4:PMTo: ***@***Subject: Tampa Residence Inn - *** *** TPATD Revdex.comImportance: High
Dear ***,
Thank you for contacting Marriott in regards to your upcoming stay with us, MrMarriott has requested I respond on his behalf, in regards to your concern on the date change
I just have a couple of items I wanted to clarify with you…Currently, you are booked for an arrival date of Wednesday 21st January 2015, staying for nights, departing on Saturday 24th January
I do not see that this reservation was ever booked for the Fri/Sat night you mention
Typically speaking, for those reservation that were booked with a 3rd party booking agent, such as ***, for any changes or cancellations, you would need to contact them directlyFor any reservations that are booked with Marriott directly, we have the ability to change them, and this could be the reason why my Front Desk were unable to assist if/when you had called to the hotel
Please let me know exactly what you would like for me to do? And I will do my best to assist youThanks again, and I look forward to hearing from you soon!
Warm Wishes,
*** ***
General Manager
Residence Inn Tampa Downtown
*** * *** ** | Tampa | FL
P: ###-###-#### | F: ###-###-#### | E: ***.***@marriott.com

I would like to cancel or close out this complaint The business has now resolved the situation to my satisfaction after I filed this complaint. *** ***@***.comPhone: ###-###-####

As noted in our earlier response, we have had extensive communication with this guest and the matter has been thoroughly investigated. Although we regret her continuing frustration with her experience, we are unable to offer compensation beyond what has already been provided Sara
T***, Corporate Liaison, MrMarriott’s Office of Consumer Affairs

This is the email the hotel Gneral manager sent to *** ***, today
From:
'Tahoma','sans-serif'> Fairfield Inn *** Central [mailto:*** Sent: Tuesday, October 21, 9:AMTo: '***Cc: [email protected]; ***; ***Subject: Marriott Customer Care Issue - *** *** - ***
Dear
Dear *** ***
Our Marriott’s customer care office has communicated your concerns in regards to your receipt for the reward points you purchased in exchange for a room accommodations at any Marriott property
I want to convey my apologies for the issues you encountered with your receiptUnfortunately Fairfield Inn Suites *** is not able to issue an itemized receipt of your room charges which was processed as an exchange with rewards points and this transaction has no monetary valueI am extremely sorry for all the confusion this event has created
I do hope that you allow us the opportunity to restore your faith in our Marriott hotels; as you know everything we do is aimed at providing you with an excellent hotel experience, we truly appreciate being able to serve you again in the near future
Yours truly,
Miguel M***
General Manager
Fairfield Inn & Suites by Marriott
*** Central
*** *** *** * ***, FL ***
Phone ###-###-####
Cellular ###-###-####
Fax ###-###-####
[email protected]
www.marriott.com/tlhec

We apologize for all the confusion regarding the locations and the frustration Mr*** has facedWe can confirm that the resort has issued a full refund to Mr*** and he should expect to see the monies back in his account in up to business daysWe apologize for any inconvenience this has caused and we hope that the *** family will consider staying with us again in the future and hopefully exploring our program offerings

The hotel’s General Manager has spoken with the guest to apologize for canceling the reservation inappropriately. The associate involved has received additional training. The manager also apologized for the maintenance and service failures the guest encountered during her stay. The
hotel has refunded one night’s room and tax charges and added 10,Marriott Rewards points to the guest’s account as an additional gesture of goodwill.Sara T***, Corporate Liaison, MrMarriott’s Office of Consumer Affairs

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.We apologize these scammers have disturbed you

To whom it may concern,This is our 2nd letter we have sent to you regarding this issueThe Westin Washington Dulles Airport Hotel is not responsible for items left behindWhile we do everything we can to locate items left behind by our guest, we are not liable for themWe do provide safes in the
room for guest personal belongings they wish to keep secureIf by any case our guest do not feel conformable using the safe in the room, we do provide security deposit boxes located at the front deskThere is only copy of the key which is given to the guest, so only they would be able to have access to the security deposit boxShould you have any questions or concerns please contact me Ronald G*** at ###-###-#### or by email at *** *** @westinwashingtondulles.com

Dear Revdex.com,
When I signed up for the card this was not stated in the sign up screen on ***.com and is a breach of advertising rightsI am waiting for my points to be added to my account and I believe they are 70,000,
Also there is no category hotel in Australia and there should be some reasonable adjustment made by Marriott CorporationFor example you get a gift card from Marriott for $and everything is pried over $in the shopThey should discount the product or ask the customer to pay the differenceThis is not professional at allThank you
***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

The hotel sent over a credit card authorization drop letter to ** ***s' bank whenever he was still staying with usUpon checkin in standard procedure is to obtain credit card authorizationIt was
decided later to include his room on the master billWe sent over information to his bank at that time for the authorization drop per their requestIt was confirmed yesterday that the room was not billed to his card

Assistant General Manager Amy Henrickson sent the following e-mail to the guest:Dear ***, I am reaching out to you on behalf of MrMarriott regarding your stay this weekend at the Marriott Quorum in Dallas. I sincerely apologize for us not honoring your room type preference of two
double beds for both you and your brother’s rooms this weekend. I am sure you noticed by the activity level of the hotel we had many sports teams and it was an exceptionally busy weekend for the hotel. With that said, we should have been able to provide you and your family options with extra blankets, pillows, or a rollway bed to accommodate your family comfortably. We have shared your feedback with our front desk and housekeeping teams so we can use this opportunity to better train our team to provide options for all of our guests on our busy weekends. While I cannot take back your experience, our team takes great pride in our service to our guests, and we do want to make this right for you. We will reach out to Expedia where it appears you and your brother booked your reservations and work with them to refund your money on both rooms. Since they directly charged your credit card this can be a process that can take 5-business days to reflect in your account. As another option, we can offer you a gift certificate to come back (one for you, and one for your brother), which would good for a room upgrade for a Friday and Saturday night full weekend stay with complimentary room and tax with breakfast for you and your brothers family (total breakfast vouchers), with a connecting hospitality suite for your family to enjoyI would personally be your concierge and book these rooms for you to ensure your stay is flawless This gift certificate would be good for full year. We certainly hope that you will come back and give our team a chance to WOW you with our usual outstanding service. Please let me know which option you choose and I will ensure that we resolve this to your satisfaction. We appreciate you bringing this to our attention, as feedback is the only way for us to improve! I look forward to hearing from you soon, Regards, Amy

The *** ***'s Insurance Company will contacting you to get some more information about a repair estimate

Guest’s husband requested no service in the room The guest did receive fresh towels and trash taken out The hotel is declining the request of compensationThe guest will not be charged for ruined linens as a onetime courtesy Dear *** ***, Your letter to the Revdex.com has
been referred to me and I am happy to respond. I apologize that your stay did not meet expectations. The housekeeping staff tries to complete their job, at the same time of being respectful to the needs and requests of our guestsWhen the housekeeping staff knocked on your door to clean the room, your husband answered and advised that you not need the room cleaned, but did want the trash emptied and to get some fresh towels. These two requests were honored. At check in all guests sign a waiver stating that they will be responsible for the room that they rent and all of its contents. After your check out, we did find that the sheets on your bed had been stained and ruined. As a onetime courtesy, we have not charged you for the cost of replacing these linens. Joshua T*** - General ManagerSpringhill Suites Marriott Detroit Metro AirportPhone ###-###-#### - Fax ###-###-#### *** ***, we regret you continuing frustration in this matter. We remain unable to offer you compensation due to the fact that your room was not cleaned at your husband’s request. We again apologize for these unfortunate circumstances and hope to welcome you as a guest in the future. Joshua T*** - General Manager

Dear Revdex.com,
">
Spoke with guest and added to the account that she is requesting a non-allergenic room
Guest has been advised that not all of our hotel and room that are considered Pure and free of chemicals. Gave her suggestions of websites she can go to find hotel with pure rooms. Advised guest which Marriott Brands are more likely to have this type of room. Guest was advised that this type of room is on a request basis only and she understands. Advised guest if she needs help that we have a ADA desk and customer service team which will help her if needed. Guest was happy and satisfied with what we discussed
Kind Regards,
Diane K***
Corporate Liaison
MrMarriott’s Office

Letter of response from the hotel sent regarding complaint #***
Good afternoon ***,My name is Courtney W*** and I am the Customer Care
Specialist at Gaylord OprylandI heard of your discrepancies with the changes of your payments from your stay and I am truly sorry for the difficulties you have faced with the *** being charged again when you switched your payment to your *** cardI can understand your frustration with this and I hope this will be of help to you.I reached out to my Accounting department on property about the *** being rebilled on June 4th and they have informed me with the following: Gaylord Opryland charged the *** on May 5th of $and then credited the card back on May 12th for the same amountWe then reached out to your credit card company stating that the amount listed previously was refunded back through our system to the ***My Accounting department then received the reversal from the same credit card company on June 1st for the *** card ending in #, leaving no effect to the *** ending in # for the amount of $So in our system, it is showing we only have the charge to the *** card ending in # for the total of $and do not have any other entries besides the reversal charge on the ***.Please reach out to me if you have any further questions.Thank you,Courtney W*** | Customer Care Specialist Gaylord Opryland Resort and Convention CenterOpryland Drive, Nashville, TN

October 23,
*** ***
Via Email: ***
Good Morning *** ***:
Your Revdex.com inquiry was forwarded to MrMarriott’s Office to address. We appreciate your comments and I am pleased to respond on behalf of Marriott International
It was very disheartening to learn you had an allergic reaction during your stay at our *** Residence Inn. Incidents such as this are handled through the hotel’s insurance company and any compensation, if offered, would be determined by them. In researching this incident I discovered this matter is currently being investigated by the hotel’s insurance carrier. As this is an active investigation, I can only refer you to the claims adjuster who was assigned to your case. If you have questions, you will need to speak with the adjuster, Shannon C*** at ###-###-####. Your claim number is *** *** ***
*** ***, I realize this was not the answer you were seeking but hope you understand our position in this matter
Warm Regards,
Debra *C***
Debra *C***
Corporate Liaison, Marriott International
This communication contains information from Marriott International, Incthat may be confidentialExcept 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 itIf you have received this communication in error, please immediately delete it and all copies, and promptly notify the senderNothing in this communication is intended to operate as an electronic signature under applicable law
Information from the hotel:
From: *** *** Sent: Wednesday, October 22, 3:PMTo: C***, *** *** ***Subject: RE: Marriott Customer Care Issue - *** *** - ***Hello Debra, Please see below my e-mail sent to *** ***I also spoke with her numerous timesShe continues to insist that I compensate her for meds and I cannotI submitted this to our insurance department and it is out of my handsHope this helps answer any questions you may haveThank you, Hello *** ***, As we spoke in my office prior to your departure and again on the phoneI have submitted the information you provided to me, to our insurance companyIf you have any questions regarding any type of compensation you must refer to themThe adjuster on your claim is Shannon C*** at ###-###-####Your claim number is *** *** ***Thank you, Jaime G***General Manager Residence Inn by Marriott *** ** *** *** *** ***, AZ ***Jaime G***General Manager Residence Inn by Marriott *** ** *** *** *** ***, AZ ***###-###-#### ###-###-#### Faxwww.marriott.com/phxri

Marriott rewarded proper points for the stay on February 15,
normal">

Good Day, I spoke with the guest and everything has been resolved and guest is very satisfied

[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, *** ***