Marriott International, Inc.

This issue was resolved between the hotel and guest on 05/24/14, and we received confirmation from *** *** Front Office Manager that overdraft fees of $were refunded on 05/26/2014. Please see below for details
"MARGIN: 0in 0in 0pt" class="MsoNormal">
From: *** ***, ** Subject: FW: Overdraft Charges And Refund
This issue was settled on May 24, please see below
*** ***Front Office ManagerCourtyard by Marriott *** *** *** Area###-###-####
***
From: *** *** *** *** CA GM (F)Sent: Saturday, May 24, 11:AMTo: *** ***Cc: *** *** **Subject: RE: Overdraft Charges And Refund
Great, I called the merchant services yesterday and gave them the information for the refund and they said it had already gone throughI asked them why it wasn't in your account, and they of course told me to call ** ***!
I have copied ** on this so we can work on restoring the fees as well
I appreciate your patience and will work to ensure this never happens again!
Sincerely,
*** ***
General Manager
Courtyard by Marriott *** *** *** ***
*** *** ***
***, CA ***
P ###-###-####
F ###-###-####
C ###-###-####
From: *** *** ***Sent: Saturday, May 24, 7:AMTo: *** *** *** *** CA GM (F)Subject: Overdraft Charges And Refund
***,
The refund came through last night! Perfect timing, so my account is back positive for the weekend
I have attached the information about the overdraft chargesThere were eight total, for a total of $
I put them all on one sheet for better viewingThey have the dates & chargesit also shows that I was refunded the $783, for your records, tooThanks!
***

We tried to get in touch with *** so we can get on the line with the bank and sort through this misunderstandingWe
'Calibri','sans-serif'> did check
Our records and do see two authorizations for $40. *** had two rooms so that was the reason

[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, *** ***

The hotel advises that in discussions with the complainant after the initial response, the hotel provided 50,points (which if *** ** were to purchase would cost $625.00). In our opinion and in that of the hotel, the complainant has been fully and adequately compensated and we will not be providing any additional compensation

Dear *** ***; Thank you for writing the Revdex.com regarding your stay at the Marriott Plaza San Antonio. Your correspondence has been referred to me, and I am pleased to respond Please accept our apologies for any inconvenience that has been caused to you as
a result of this billing error. The reservation booked using *** *** Rewards points was not correctly transmitted to the hotel. That is why when you arrived, the hotel had to book a new reservation for you and charge the room and tax to your credit card. A member of the hotel leadership team has contacted HotelBeds, the third party through whom *** *** Rewards booked the reservation, and they have corrected the problem. You should see a refund of $on your credit card within three to seven business days *** ***, you are a loyal Marriott Rewards member and you are valuable to Marriott. I'm sorry we failed to address this issue in a timely manner after you contacted our Customer Care office. As a token of our appreciation for your continued loyalty, I've credited your Marriott Rewards account with 3,bonus points. Your feedback is of great value to us as it presents us an opportunity to improve the service we provide. If I can be of further assistance, please don't hesitate to contact me at ###-###-#### or you may reply to this e-mail. Have a great day! Sincerely, Alexander M*** Corporate Liaison MrMarriott’s Office Marriott International, IncE-mail: ***@Marriott.com Phone: ###-###-#### or ###-###-#### Fax: ###-###-#### Tell us why here

*** ***,
MrMarriott has requested I respond on his behalfThank you for contacting the Revdex.com with your request for refund of $I have reviewed the bills for your rooms and do see an adjustment was entered on room that brought your rate down to the negotiated rate prior to your departureThe $charge for smoking in the room, tampering with the smoke detector on room *** and creating an alarm in the building was not adjusted offDenise in our accounting department last corresponded with you on this charge Monday, December 29thShe talked with you on the phone and sent you copies of your bills via email including the incident reporting detailing our Director of Facilities findings of the building alarm
I have just received another Marriott Guest Service concern requesting a refund of the $smoking feeI understand this is an update and change from your Revdex.com requested amountI will process this request today through Denise in Accounting to ensure your satisfaction
I hope this clarifies your concern and answers any questions
Warm Regards,
Mark B*** | General Manager
Macon Marriott City Center Hotel

Hotel is unwilling to refund the $Pet fee. I spoke with the guest offered our apologies and provided him with 35,Marriott Rewards points as a gesture of goodwill. Guest accepted

As part of the reservation process, all guests are advised that the checkout time for Marriott's Desert Springs Villas I resort is 10:00am. This specific guest requested a late check-out and the request was granted
until 11:30am, however, the guests items remained in the room until 2:00pm. Before assessing the late check-out penalty charge, a key lock interegation was performed and reflected that the guest entered the room up until 2:00pm. In addition, our housekeeping staff attempted to clean the room twice in between 11:30am and 2:00pm, but could not do so because the guests items remained inside
The late check-out fee will stand as the resort had to allocate additional housekeeping resources in order to make the accommodation ready before the next arriving guest. New guests may begin checking in at 4:00pm and this left our housekeeping with only two hours to clean the accommodation
Regards,
Ray F*
SrAdvocacy Manager
Executive Office
###-###-####

October 8, To Whom It May Concern:
We are in receipt of the complaint dated October 1, by *** ***The guest was charged in error in the amount of $due to a staff miscommunicationThe charge has been rebated and should appear in the guest's account in the
next to business days.Please let us know if you should have any questions or need further assistanceThank you.Sincerely,Randy A
Resident Manager

Good Afternoon,Please see attached letter that references the past complaint that this guest filed. Did they respond to this? Please ask *** *** ** to contact Marriott Claims Department as a claim was submitted on their behalfTheir direct contact is Dani D*** who can be reached
at ***Please reference Claim #***.We appreciate your attention to this matter.Thank you,Carla G***

The hotel has opened an insurance claim for this guest regarding her missing property. The guest has been notified of this and is in contact with the insurance adjuster.
- 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:Stating that I was lied to on the phone is not a reason to reject my complaint. You DID guarentee this room over the phone -- as one King bed and one double bed in the room, which if you did not write that down, that's example of further negligence, not my fault. Stop blaming me for your incompetence. You assigned me a handicap room without telling meIf you had told me about the room when we checked in on Friday, we would have requested the rooms be movedInstead, you booked us in a handicap accessible room, where my husband couldn't shower because the shower head was too low, and when we complained, you offered to move us to a different floor -- after people were already settledThat was a ridiculousIt could have been taken care of immediately, and it wasn't. A refund is ABSOLUTELY deserved given that you did not meet the requirements promised us, your staff were abusively rude, and you continue to blame me for your own negligence and incompetence. Regards,
*** ***

The entire amount requested by the guest will be refunded to the credit card charged. We apologize for the difficulty,

Dear Revdex.com,
face="Calibri">
Spoke to guest and resolve issue. Guest did not want the Marriott Rewards points so they were removed from her account. The hotel and I agreed that the guest will be refunded for one room. Total amount is $with taxes for the refund and guest confirmed she is happy with the resolution
Hotel will be sending check to the guest
Regards,
Diane K***
Corporate liaison
MrMarriott’s Office

To Whom It May Concern, I am responding to a complaint under the ID *** regarding guests *** *** and *** *** at the Grand Hotel Marriott Resort, Golf Club and Spa. The guests in question were provided everything that they were promised and more while staying at
the Grand. The Wozniak’s harassed staff members at the hotel with condescending and emails attempting to get their entire stay refunded They experienced issues with their toilet that they informed us about the 1st morning of their stay. We sent a staff member to fix. Toilet was working fine at that time. She then sent videos of the toilet making noise. We could not duplicate that when we checked. Our female engineer then went back and replaced the chain and we moved their room to a king bed as they requested. Guests claim she was seen without clothes on by male staff members. This is completely false. Harassing emails continued so GM requested they stop or they will be asked to leave hotel. Guests left on their own accord on the last night approximately 8PM and were not charged Guests were compensated already $for toilet issue and were not charged for the last night even though they were in the room the entire day. Guest claims to have left a bag behind in her room with a litany of high end perfume, jewelry etc. We never recovered anything left behind in the room. We have filed a claim for her with our insurance company Thank you and let me know if you have any further questions Sincerely, Scott ** T*** General Manager

The guest rejected our offer before she agreed to accept our revised offer of a full refund. Hotel is in receipt of her e-mail acknowledging receipt of full refund check, which can be provided if needed

I called and spoke with *** ***, apologizing and advising him as a gesture of goodwill, Lynne S***, General Manager contacted *** and had them reverse the charges for the guest

I emailed Stacey to accept the offer over a week ago. I told the manager the first day I arrived and emailed Stacey that day about this, so there had been plenty of time before I filed this complaint. [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,
*** ***

[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 issue is resolved
Regards,
*** ***

The General Manager reports she has given a full refund to the guest and is also providing a $gift card from *** to replace the food items that had to be discarded and has also provided a charger for an *** 7S. She has also provided a complimentary night stay at the hotel in the event
the guest would like to try them again in the future