Marriott International, Inc.

Spoke with
*** ** *** this morning by telephone For the inconvenience that he encountered during
his stay with us on 3/10/His next stay with us would
be complementary. Christopher S*General Manager

[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,
*** ***

[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,
*** ***

As noted in the response to the first rejection, the hotel will not increase the compensation being provided to the guest and will not consider any further rejections by the guest

From: K***, Vickie (F) Sent: Thursday, September 01, 10:AM To: ***@***.com Subject: Revdex.com Entry Good Morning *** ***, Your letter to the Revdex.com has been referred to me for a response. The issues that you experienced during your stay are being
addressed with our internet provider ***. I apologize that your stay was not as productive due to the not working properly in all areas of the hotel. *** has identified a weak signal in some to the rooms, and are taking measures to correct the issue. It is our goal to provide an enjoyable stay for each and every guest that we have the pleasure of accommodating. Please except my sincere apology, for the inconvenience that this has causedRegards, Vickie K*** Courtyard by Marriott Winston-University University Parkway Winston-Salem, NC ###-###-#### marriott.com/intcy

[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:This room rate guarantee policy is posted on Marriott's website: http://www.marriott.com/marriott-rewards/member-benefits/guarantee.mi , which says "If for some reason we’re unable to honor your reservation, we’ll pay for your accommodations that night at a nearby hotel and compensate you for the inconvenience." There's no terms such as "we will not honor our guarantee policy when our room was booked by local government" that I can find on this website.So can you tell me why the above policy was posted on Marriott website and Marriott is not honoring it? Also It would be nice to explain why the only thing I receive from the local hotel was some spam emailsNo phone calls, no useful emails, no anything useful at all
Regards,
*** ***

Sent the following e-mail to the guest:Dear *** ***: Thank you for contacting us in regards to elite night earnings on your Marriott Rewards Credit Card by ***In looking at your account today, I see you have received credit for nights year to dateof these nights have been for paid
staysnights have been for bonus, all from the use of your Marriott Rewards credit cardIn looking at those nights, I see nights were applied to your account on 4/3/17, representing the nights you receive each year for being a Credit Card usernight was applied to your account on 6/10/17, which related to $3,in usage of the cardThen on 7/10/17, more nights were put on the card, representing $27,in usage of the cardIn looking at bonus points on the card, you had 11,points for non-Marriott spending credited and then on 8/you had another 15,points for non-Marriott spending creditedThe combined 27,points earned in July/October were related to the nights posted and your prior point earnings provided the points needed to get the night posted in JuneAs a matter of information, we find there is almost a day delay in posting elite night credit after the necessary points have been earnedThat is just a matter of timing in communications between *** and MarriottWe greatly appreciate your business and want to make sure you are always getting the credit you deserveIf there is anything I can do to be of assistance in the future, please do not hesitate to contact meSincerely, Joseph *R*** **Corporate Liaison MrMarriott’s Office ***@marriott.com

The guests were advised there was no evidence that a Central Reservations agent had stated that the hotel would take FEMA vouchersGuests advised FEMA recipients are instructed per website, www.femaevachotels.com, “If you are eligible for Transitional Sheltering Assistance, FEMA will pay for the
cost to stay in certain hotels or motels for a limited period of timeCosts covered are for the cost of the room and taxes, and any other expenses are not includedSearch the list below of participating locations to see if they have availability in the area you have selectedSince room availability changes quickly, please call the hotel prior to travelling to be sure the hotel can accommodate your need.” Compensation was found as hotel did not raise daily rates even though rate booked was “long term stay rate(nights or more).” The reservation modified from nights to nights, guests charged same daily rate of $109/night Sincerely, Gregory “Greg” M***| Corporate Liaison, MrMarriott’s Office of Consumer Affairs

Response to guest on April 16, 2015, complaint ***
I have talked with the guest this morningHe had been contacted by my FO manager and given points on
his account prior to my call to him yesterdayHe is completely satisfied and is planning a return trip to our hotel in the future. 5,Marriott Rewards points added to guest account.Mark B***, General Manager

From:> ***, *** Sent: Thursday, July 03, 2:PMTo: '***Subject: Marriott Rewards Promotion
Dear ***:
I am writing in regards to your complaint submitted to the Revdex.com, ID number*** .
Please accept our sincere apologies for the frustration you experienced when inquiring of your Marriott Rewards account. During the course of business it is our sincere intention to meet if not exceed the expectations of every guestUpon review of your account, it seems you spoke with a Marriott Rewards supervisor on July 2, 2014. As of July 2, your account is showing credit for one *** certificate, valid for one year at a category 1-Marriott hotel. You will be eligible for a second certificate upon earning credit for one more hotel stay by August 31, 2014.
As a gesture of goodwill I have added 5,Marriott Rewards points to your account.
Please be assured 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 in the near future
Best regards,
*** ***
Corporate Liaison
MrMarriott’s Office

Dear *** ***,
Please accept my heartfelt apologies for the typographical error on your name. I am truly sorry, I can assure you it was not my rushing to send a denial. I simply made an error and will re-check for spelling much more closely moving forward
Please understand that there are many issue surrounding our guidelines for the Look no further guarantee. Legally, we must follow a certain process and order regarding all claims. This is not something that can be deviated from, which is why MrS*** sent your concerns to the property itself. This prompting them to offer an alternate solution for the situation
Thank you again for sharing your comments with us. 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
Warm Regards,
Jennifer D***Corporate Liaison, MrMarriott's Office Phone: ###-###-#### Email: ***@marriott.com

The guest booked a reservation over the internet using points. The guest did not have enough points and had to purchase additional points in the amount of $175.00. Marriott has refunded to the guest $on 8/23/for the point purchase. The hotel has charged the guest a
additional for the reservation. The total cost of the reservation to the guest $

The hotel has advised they have attempted to contact the guest and they will be refunding parking charges. The guest need only return the call of the hotel and the refund will be processed. The hotel apologized for the confusion

Dear *** ***
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I received your comments regarding your recent experience at the *** *** Marriott Northwest and have been asked by MrMarriott’s Office to respond on his behalf. I am so sorry that your 4th of July weekend did not go as intended and was negatively impacted by the hotel accommodations. Unfortunately, *** *** is one of the most popular destinations in Texas for that particular holiday and double-bed rooms are often sold out nearly a year in advance.
I realize you were encouraged to contact the hotel on your arrival date to see if a double room was available but this is only due to the fact that occasionally an unexpected cancellation will allow us to honor a request Regrettably, that was not the case in this particular situation
*** ***, I know you expressed concern about being charged for a room that you did not use and I want to assure you that the Marriott Northwest did collect any funds for your reservation. In looking at your account, your room was booked through *** and payment would have been received by them. Although we work in conjunction with this particular vendor, if they charged your credit card, they would have to process a refund. While we wholeheartedly agree that a refund is warranted we cannot control whether one is granted
We appreciate the feedback that you have shared and will continue to utilize our guest’s comments as a tool in improving our serviceWe hope that your trust can be restored and that you continue to choose Marriott Hotels and Resorts for your lodging needs
Sincerely,
*** ***
Front Office Manager
*** *** Marriott NW
Ph ###-###-####
Fax ###-###-####

[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 right.Thank you!
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:
There is nothing on the gift card that links to and terms and condition, including lack of a listed website In addition, a gift card should not be penalized for using it...since the rate offered to me is higher when using the gift card then if I did not use the gift card, this is a clear bait and switch, where people who purchase the gift cards are bilked into thinking they will be offered the same rates as anyone else booking a room with their hotelsTo me, this is unacceptable
Regards,
*** ***

From: *** *** [mailto***] Sent: Tuesday, June 03, 2:PMTo: ***Cc: ***, ***; *** ***;
RHI, *** Director of Operations (F)Subject: Your recent stay at the Renaissance *** Resort & Casino Dear *** ***, MrMarriott has requested that I respond on his behalf.Thank you for taking your valuable time to bring to my attention your recent vacation experience at Renaissance *** Resort & CasinoWe strive to ensure that we always exceed our guests expectations and as the information received indicates otherwise, I must apologize for any inconvenience caused if in someway you felt that we were not able to meet your expectationsThere should not be any excuse for our shortcomings, more so, with regards to the inconvenience you had to encounter during your recent stay at our ResortI have personally looked into your stated concern & our record indicates that your room reservation was made thru ***.com which issues the Hotel confirmation directly to guests with following notation: Indeed & as explained to you by our Managers during your stay, the daily room service charge of $ for a total of $ was directly payable to the Resort upon check - out and was not included in the vacation package you purchased from ***.comYou may want to refer, once again, to the pdf confirmation which you have from ***I regret that this has negatively impacted your vacation experience but please rest assured that Renaissance *** Resort & Casino will never indulge in a business practice that can adversely affect our relationship with all our partner in business and our valued guests*** ***, again, with our apologies for any inconvenience, please feel free to contact me if I can be of any further assistanceSincerely, *** *** *** *** | GENERAL MANAGERRenaissance *** Resort & Casino | *** *** *** *** *** ***T +*** F +***Renaissance HotelsLive Life to Discover***com I facebook.com/renaissance*** I twitter.com/ren*** :::

[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 MsKim P*** keeps responding saying that I never submitted a claim formHowever, I was never told about the terms & conditions and or to submit a claim form within a certain amount of timeMarriott's customer service team errored in explaining the company policyI did exactly what I was told to doI was told to call the look no further department and when I did I was immediately told that hey couldn't help meI then asked for a manager and was told that there are no managersIf Marriott would have explained to me to submit a request for review to the Look no further department I would have done thatInstead I was transferred to two other departments who claimed they couldn't help meI disagree with the handling of my complaint with Marriott and I plan to take further action over Kim P***
Regards,
*** ***

Spoke with the hotel on 10/28/and was assured they have issued a refund of the additional charges. They have refunded 788.24. Also spoke with the guest and notified her of the refund and advised her to call me back if this does not completely correct the billing concern

[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,
*** ***