Marriott International

Travel agents who complete Marriott’s Hotel Excellence program are issued personalized certificates which entitle them to a Fam-Tastic® rate from $to $per night at participating locations They are limited to one room per agent for a maximum of four consecutive nights and the Fam-Tastic® certificates must be surrendered at check in Agents are allowed up to seven stays per year, but only one stay per participating hotel per calendar year Guests who do not present a certificate at check in are provided the next best available rate This travel agent arrived at the hotel on April 12, and stayed one night at the Fam-Tastic® rate of $ During her stay she asked for her certificate back so she could return and stay on 4/18/ The hotel declined her request to return the certificate and explained she could only use one certificate per hotel per year, for up to four consecutive nights The travel agent returned to the property again on April 18, Since she had already redeemed her certificate, her rate was changed from $to $per night, plus tax She spoke with the hotel’s Front Office Manager at check out and received a reduction of $per night as a gesture of goodwill As the travel agent has been a Marriott Hotel Sales Specialist graduate since 2001, we are confident she is familiar with the terms and conditions of the program For this reason, we remain unable to comply with her request for an additional refund - Sara T [redacted] , Corporate Liaison, MrMarriott’s Office

Dear Revdex.com, Please be assured that the guest has already escalated her issue to the highest point of escalation within our company for review We are sorry to hear of her continued disappointmentWe make every effort to publish the terms of our Look No Further Guarantee and to apply them fairly to anyone placing a claim In this case, even if she had submitted a claim, the claim would have been denied as she booked a qualified rate (a discount only available to those that have proper id and not to the general public) which is excluded from our guarantee We appreciate her sharing her feelings; however, our position remains the same We feel we have exhausted all efforts to explain this to her and trust that the Revdex.com will close this issue Warm Regards, Kim P [redacted] Corporate Liaison Mr Marriott’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: [redacted] I am rejecting this response because: I do not agree with the December 6th letter that Dan G [redacted] sent me, and I promptly sent him the December 16th letter which I have copied below MrG [redacted] 's recollection of our initial phone call is not the same as my understanding of it Therefore, I prefer to keep all communications in writing, to avoid any misunderstandingsThank you, [redacted] ###-###-#### Letter sent to Marriott on December 16, which has not been responded to: December 16, MrDan G [redacted] Chicago Marriott [redacted] , [redacted] Dear Dan: I have received your letter postmarked December 6, (attached) responding to my December 2nd follletter related to the [redacted] / [redacted] wedding block for August 10, I appreciate your communication in writing to avoid additional misunderstandings I remain really disappointed in the lack of service the Marriott provided for our wedding block, and for the response that has been given to my concerns I selected the Marriott for our wedding block because I had an expectation that the Marriott is a hotel with high standards, where my guests could expect to be well cared for Since in many cases that did not happen, I now expect the Marriott will want to make amends as best it can I am writing to again explain my requests as clearly as I can in the hope that the Marriott will resolve these issues appropriately: [redacted] party should receive a refund in full for their stayDan, when we spoke on the phone initially, I understood you to say that a number of parties had already been compensated by the Marriott for the issues they had encountered I assumed that [redacted] was one of those compensated, but this is not the case [redacted] had reserved a double queen room On Friday, August when I was on the phone with Jose attempting to resolve the room assignment issues, Jose assured me that [redacted] would be provided with the double queen room [redacted] was not given the room that the Marriott had agreed to provide Please refund [redacted] the cost of the room The [redacted] party requested a double queen room or a roll away bed The Marriott assured this party that a roll away would be provided On checking in this request was not honored, and the party was rudely treated by your staff That’s not okay with me, and I can’t think why you would not want to offer this party some compensation and an apology for the issues they encountered This party likely would be able to use a gift certificate since they are in the area frequently My daughter and her husband, [redacted] and [redacted] When we talked on the phone what I recall is that I was to ask my daughter if she would like to give the Marriott another try I did so, and emailed you to let you know that this would be acceptable I think the Marriott would want to try and make amends to this couple, so that their last impression of the Marriott would not be a band aid in an omelet, or a gift addressed to some other person, or a nightmare of other issues [redacted] *** The party paid for breakfast for two days in the room rate The Marriott charged them again for breakfast anyway Please give them their money back for the amount they were overcharged I hope you will feel as I do that these small steps would be appropriate to attempt to remediate what was a very stressful situation for me and my guests Sincerely, [redacted] CC: [redacted] ***

From: P [redacted] , Kimberly Sent: Wednesday, June 08, 9:AM To: ' [redacted] @***.com' Subject: Marriott Rewards points expiring June 8, [redacted] Northbrook , IL [redacted] Via Email: [redacted] @***.com Dear [redacted] ***: Thank you for taking the time to write the Better Business Bureau regarding your Marriott Rewards points expiring after two years of inactivity We appreciate your comments and I am pleased to respondThe right for Marriott to repossess points from accounts that have not had activity in the previous months has been a part of the Terms and Conditions of the program since its inception; it is simply a right that Marriott has never exercised The reason Marriott is now exercising the right they have always had is the large number of accounts that have a few thousand points in them and have no activity for years and the cost of maintaining the records of these many, many accounts has become significant The Marriott Rewards program is, after all, a loyalty frequency program and virtually all such programs, hotels and airlines alike, have provisions to remove points or miles in the event of prolonged inactivityPoints can be protected in a variety of ways of earning or using points The easiest way is to stay at a Marriott hotel once every two years Another way is to use the Marriott Rewards Credit Card by Chase once every two years You can use your points for a stay or on-line for merchandise and that counts as activity Finally, you can purchase 1,points on-line for $once every two yearsEven though your account has not had activity for over months I am happy to extend a one-time exception and re-instated the Marriott Rewards points that were removed Please be advised if this account or these points are not utilized in the next months we will not be able to retrieve them again [redacted] ***, we know some people will be upset with our exercising a right we have always had but this will allow us to use our resources to provide those loyal members who do have activity once every two years with the best loyalty program we can We appreciate your understandingSincerely, Kim P [redacted] Kim P [redacted] Corporate Liaison MrMarriott Office of Consumer Affairs

Hotel response to guest regarding complaint # [redacted] Good Day Ms [redacted] – I’m in review of all of your correspondence with us and the Revdex.comOn behalf of the executive leadership team here at the hotel please accept our sincerest apology for the many challenges that have been presentedWe certainly understand your frustrations and want to do what we can immediately to turn this aroundI’m in receipt of information that a dispute was filed with your credit card and [redacted] is unable to process a refundPlease be advised that in order for the refund to be processed the dispute would need to be released with your bankWe will then work with your bank and [redacted] in order to process the refund for your pervious stayChandra W***, Guest Relations Manager has been copied on this correspondence and will anticipate your reply with the release for further action on the refundAgain, we sincerely apologizeKind Regards,

Dear [redacted] ***, On behalf of MrMarriott’s Office we would like to thank you for your contact with the Revdex.com I appreciate the opportunity to respond and clarify information I was concerned to learn of your continued frustrations in resolving this issue After carefully considering your email, I reached out to the Manager of the Lake Arrowhead Resort & Spa and found that you had been issued credit for all [redacted] charges as well as the meal consumed In addition, you were also credited $towards your bill as a goodwill gesture We made several attempts to address your concerns and are saddened to see our attempts failed As a last attempt to bring closure, the hotel has refunded the remainder of your stay This was done primarily due to the communication error from a Supervisor within Marriott Customer Care Please understand that at no time did the property advise you that your entire stay would be credited The Supervisor did advise you of her error and compensated you with 20,Marriott Rewards points for the miscommunication and inconvenience We do consider this issue closed and no further compensation or communication with be forthcoming related to this matter We value your patronage and trust you understand our final position in this matter Sincerely, Jennifer D [redacted] Corporate Liaison, MrMarriott's Office Phone: ###-###-#### Email: [redacted] @marriott.com

Fwd: [redacted] - Revdex.com email (From Mr, Marriott's Office)Inboxx Revdex.com of Metro Washington DCJan (days ago)to me ---------- Forwarded message ----------From: D [redacted] , Glen < [redacted] @renaissancehotels.com>Date: Tue, Jan 6, at 5:AMSubject: RE: [redacted] - Revdex.com email (From Mr, Marriott's Office)To: "[email protected]" Dear Team, Please find below the email response sent to the guest in regards to the concern sharedKind Regards, GLEN D***| FRONT OFFICE MANAGERRenaissance Mumbai Convention Centre Hotel & Lakeside Chalet Marriott Executive Apartments [redacted] , Powai, Mumbai – [redacted] .T + [redacted] F + [redacted] Renaissance HotelsLive Life to Discover.www.renaissancemumbai.com| [redacted] .com/RenaissanceMumbaiHotel| [redacted] .com/MarriottExecutiveApa MR MGM email banenr (Mobile check in) - EnglishThis 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 lawFrom: D [redacted] , Glen Sent: Tuesday, January 06, 3:PMTo: ' [redacted] 'Subject: Fwd: [redacted] *** Dear MsM***Greetings of the day!! Further to your concern share with our Marriott Customer Services teamI have personally gone ahead and spoken to the owner of the shopHe mentioned to us that you had also written an email to him directly and he guarantees that the jewellery was authentic however if you were still not happy with the same he will refund you the entire amount of INR that was charged to you back in cash on your next visit to the shopHe also mentioned that Incase if you have a colleague travelling anytime soon who could bring back the jewellery back to the shop he can have the refund handed over to your colleague tooDo let me know if I could be of any further assistance Kind Regards,GLEN D***| FRONT OFFICE MANAGERRenaissance Mumbai Convention Centre Hotel & Lakeside Chalet Marriott Executive Apartments [redacted] , Powai, Mumbai – [redacted] .T + [redacted] F + [redacted] Renaissance HotelsLive Life to Discover.www.renaissancemumbai.com| [redacted] .com/RenaissanceMumbaiHotel| [redacted] .com/MarriottExecutiveApartmentsMumbai | [redacted] .com/RenaissanceMum MR MGM email banenr (Mobile check in) - EnglishThis 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

[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: [redacted] I am rejecting this response because MrB [redacted] has yet to credit back the $to my [redacted] credit card My experience with this facility is that they do not follow through on their commitments Therefore before I accept their response I need to see the $credit on my card Also, Mr B [redacted] needs to acknowledge that I have NOT received the engineering report he keeps claiming his employee sent me Why has he not sent it to me? If he really wanted me to see it, I would have thought he would have taken the initiative to send it to me The bottom line, no one in our group smoked in the room Regards, [redacted] ***

This must be a duplicate as we have alredy responded Please see email to guest From: MHRS, Aruba Resort Director Of Rooms Operations Sent: Saturday, February 07, 4:PMTo: [redacted] Cc: [redacted] ***Subject: Aruba Marriott Good afternoon [redacted] , We have received your correspondence from MrMarriott’s office in regards to the Rate discrepancy on our Marriott website that you experienced while trying to book a reservation on Dec19, Please be informed that MrMarriott has requested that I respond on his behalf to resolve this issue As the issue was experienced in December as per your correspondence it is quite difficult to verify if there was a system error during the dates you tried to book your accommodation, I did check our website today and it is working correctlyNevertheless we understand that it was not the case when you tried to book your reservation back in December [redacted] we sincerely apologize for the inconveniences we may have caused you and we would like to inform you that we will honor the rate you saw at the time of booking which was $per night plus taxWould you please email me the last name and first name under whom the reservation was booked and confirm that the correct dates of the booking were Dec29th to January 4thOnce I have located your record I will go ahead and process the refund of the difference between the actual rate paid and the $plus tax [redacted] I look forward to hearing from you, Best regards, Liliana F [redacted] Director of Rooms Operations | Aruba Marriott Resort & [redacted] Casino [redacted] Palm Beach, Aruba | T [redacted] | F [redacted] @marriott.com | www.arubamarriott.com

From: P [redacted] , John Sent: Friday, September 12, 3:PMTo: [redacted] Cc: [redacted] ***Subject: Missing Compensation [redacted] [redacted] Revdex.comGood evening [redacted] **, I am responding on behalf of MrMarriottIt was my pleasure speaking with you a few minutes agoI can only imagine how you must have felt and I am so sorry about the events that led to your dissatisfactionPlease know that I have rectified the issue and a check is on its way to you soonYour business and satisfaction is so very important to me, please feel free to contact me if I can assist furtherThank you so much for being an Elite Member in regard to the Marriott Rewards programJohnJohn AP [redacted] General Manager, [redacted] Marriott Suites [redacted] o: ###-###-#### | f: ###-###-#### |c: ###-###-####john.p [redacted] @marriott.com | www.marriott.com/ [redacted] ***

From: M [redacted] , Nasser Sent: Thursday, November 06, 9:AMTo: [redacted] Subject: JW Marriott San Francisco | Letter to [redacted] Dear [redacted] , Please allow me to begin by extending our sincere appreciation for choosing the JW Marriott San FranciscoMrS [redacted] , President & Chief Executive Officer, has requested that I respond on his behalf regarding your recent experience in our hotelOn behalf of the staff, please accept our apologies for the lapse in serviceThe items you have pointed out are valid and will be addressed immediately to our leaders to prevent this from reoccurringIt would be my pleasure to credit your Marriott Rewards account 10,points for the inconvenience Please contact me or my assistant, Ida P***, at [redacted] @marriott.com when you are ready to make your travel arrangements [redacted] , we value your loyalty and hope this will not deter you from visiting us in the near futureIf there is anything more I can do to win your confidence, please do not hesitate to let me know Respectfully, Nasser M [redacted]

From: C***, Harmeet Sent: Friday, January 22, 4:PMTo: [email protected]: [redacted] Subject: ID [redacted] , Order Number [redacted] , [redacted] Dear [redacted] , Greetings from Frenchman’s Reef Marriott HotelPlease see attached our reply to [redacted] that was sent on 13th Jan Please allow me to explainWe have charged [redacted] the correct amount As you can see from the attachment, that the LNF rate was $and not $Hence for nights at LNF rate, the charge would have been $x 3= Resort fees of $x = $ 10% tax at $ TOTAL CHARGE = $ Hence instead of adjusting all the night from $to $ 158.25, we charged [redacted] $for nights =$ and adjusted her final night to $instead of $ To reflect a total of $390+ $+ resort fees of $+ tax at $=$There was a charge of $which was a separate food & beverage bill I hope this all makes senseHowever, if you do have any further questions, please feel free to reach out to me Best regards Harmeet C [redacted] | Hotel Manager | Frenchman’s Reef and Morning Star Marriott Beach Resort | [redacted] St Thomas USVI | Office: ###-###-#### I Mobile: ###-###-#### | Email : [redacted] @marriotthotels.com Stunning Room Views @ Frenchmansreefmarriottviews.com 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

The Divisional Vice President of the managing company reached the guest and apologized He promised to return all 40,points used for the stay to the guests' account They were reported as satisfied with this outcome

Second response to guest from the [redacted] Marriott- [redacted] ***, Once again, on behalf of MrS [redacted] and the [redacted] Marriott we would like to apologize for the service failures and noise you encountered on your floor during your recent stay with usWhile we appreciate your feedback you provided we do not feel further compensation is appropriatePlease accept the $reduction on your final folio that was provided on 10/as a gesture of our sincerity We apologize that you had not seen our previous correspondence but, if you would like to discuss your recent experience further please do not hesitate to contact me directly Regards, Mike R [redacted] |Guest Relations Manager | [redacted] Marriott

[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: [redacted] I am rejecting this response because: Marriott inacurately claimed *** Bank uphelded their position when actually after investingating requesting repayment, Marriott adamantly refused.Marriott neglected to provide proof or evidence of witnesses who observed discussions agreeing to double billing overcharges for early chefor extra night charges.Marriott willfully omitted Rosevilles management receptionist authorized approval, accepting early cheat discount rate eliminating any additional fees, honoring pre-approved reservation as designated on internary, fully accomodating special request as a Marriotts Reward Associate Silver Elite friends and family member for years.Marriott Corporate Liason was unwittingly influenced to support Roseville Residence Inn's General Managers engagemnt in theft by deception by intentionally fabricating email documentation claiming a verbal agreement transpired regarding approval of double billing overcharges for early check in at 3am, to justify unauthorized transfering of funds without notification or approval Regards, [redacted]

T Dear Revdex.com, Guest is waiting to be refunded by [redacted] Kind Regards, Diane K***Corporate LiaisonMrMarriott’s Office

Hello [redacted] ***, Thank you for the opportunity to further clarify our position We sincerely apologize for any misinformation that may have been provided; however, it is correct that the Marriott Executive Apartments brand does not participate in the Ultimate Reservation Guarantee Although we regret any misunderstanding, we must adhere to the terms and conditions of our program and respectfully decline to provide compensation As you requested, I have stopped any promotional offers from being sent to your e-mail address going forward Please let us know if you change your mind Your feedback has been shared with our senior leadership and may be acted upon as we work to uphold our standard of service We hope you will allow us another chance to welcome you in the near future Sincerely, Alex M [redacted] Corporate Liaison MrMarriott's Office Marriott International, IncPhone: ###-###-####

[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: [redacted] I am rejecting this response Here is what I sent back yesterday-----Original Message----- From: [redacted] ] Sent: Tuesday, September 16, 8:AM To: 'C***, Ashley' Cc: ' [redacted] ; '[email protected]'; '[email protected]'; '[email protected]' Subject: RE: Your Previous Stay at the [redacted] Inn by Marriott Importance: High Once again, I will state the issue as you have missed it or are avoiding it I was lied to about the room I was receiving Never would I have agreed to spend my anniversary trip with my wife in double beds I was promised a comparable room to what was confirmed I have no intentions on re-visiting your location under the circumstances so the 'upgrade' is worthless I am asking for what was promised to me, a comparable night's stay at a Marriott of my choice

[redacted] ** [redacted] Dear [redacted] ***: Thank you for your correspondence sent through the Revdex.com regarding Marriott’s Look No Further (SM) Best Rate Guarantee After reviewing your claims with our Look No Further department, they had responded to you on several occasions with explanations why the claims were denied On March 18, you submitted a claim with Marriott Rewards redeeming your Marriott Rewards points You were denied due to the Terms and Conditions of Marriott’s Look No Further (SM) Best Rate Guarantee states the guarantee does not apply to Marriott Rewards Redemption March you changed your online reservation from Marriott Rewards to a paid rate: April for nights: $(3) = $ April for nights: $(2) = $ April for nights: $(2) = $ Total: $prior to tax From March 19th through March 24th, they explained upon reviewing [redacted] .com, the taxes and service charges: 12.50% tax is excluded; a city tax is not applicable; and USD resort fee per nights is excluded The comparison that was made is not less expensive than the rate you confirmed via an official Marriott reservation channel [redacted] .com listed the room at $992.00, tax $124.00, resort fee $176, with the total as $ The Look No Further (SM) Best Rate Guarantee department solely compares room rates which exclude taxes and fees unless they are included in the room rate Unfortunately, the claim remains the same We appreciate your business and look forward to serving you in the future [redacted] [redacted] Corporate Liaison MrMarriott’s Office Phone: ( [redacted] Fax: ###-###-#### [redacted] 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 it If 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

[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: [redacted] I am rejecting this response because: I feel like the hotel did not do it's best in handling this situation Yes she did call almost a week later and indicate she had been out due to sickness, which is a lie I had left numerous messages for her and was told every time she was busy and would call back within a specified amount of time Which she never did Because of their negligence in handling this my daughter lost something very precious to her It's just sad the hotel was not more responsive to this situation and the fact they tried to cover it up later on with a lie is even that much more upsetting Marriott has really let me down Regards, [redacted]