Marriott International

The hotel reported the guest made a reservation for Dec to Dec 10th via [redacted] 's opaque offering, which is pre-paid and non-refundable Apparently he wishes to change the dates of his reservation without penalty This is not an issue controlled by the hotel; it is completely in the hands of [redacted] The hotel has nothing to do with this reservation Also, the hotel has no record of an associate named Junko A***, either past or current It is possible this individual is employed by [redacted] We would recommend the guest change his complaint to reflect [redacted]

Dear [redacted] , Your letter to the Revdex.com has been referred to me for a responseAgain, my apologies for not meeting your expectations during your stay with usAs per our previous conversations, Christopher our Operations Manager has awarded your account points for your inconvenienceBest Regard's, Sheri K [redacted] Sheri K [redacted] GM [redacted] Quakertown [redacted] Quakertown, PA [redacted] ###-###-#### ###-###-#### FAX ###-###-#### Sales Department Tell us why here

I am responding to complaint [redacted] , on behalf of Mr. Marriott's office. In regards to [redacted] ***' complaint, this office has reached out with two voice messages and one email. This office has been unable to locate information in regards to [redacted] ***' complaint. We have asked that... [redacted] respond with the exact Marriott Residence Inn she is referencing so as to follow up on her concerns. Until further communication from [redacted] this office is unable to proceed.

Dear [redacted] ***: Thank you very much for taking the time to contact MrM [redacted] ’s office regarding your recent visit MrM [redacted] has requested that I respond on his behalf I am sorry that I was out of the office on Friday and unable to respond to your email until this morning As I had mentioned, our hotel is undergoing a complete and much needed guest room renovation and we are looking forward to the first of our new rooms opening within the next few weeks I am sorry that we are slightly behind schedule and that we did not have a room for you to enjoy while you were here As promised, we have sent a gift certificate for a one night complimentary stay for a date of your choice in the future, and I hope that you will contact me directly when you are ready to make your reservation so that I may personally oversee your accommodations As a gesture of goodwill, we would also like to offer you Marriot Rewards Points, and I will be happy to post them directly to your account We will look forward to the opportunity of welcoming you back to our hotel whenever your travels might return you to Kansas City Thank you again for your comments as they are invaluable to the continued success of our property Sincerely, Valerie AM***, CHA, Director of Rooms Marriot HOTELS | TRAVEL BRILLIANTLY Kansas City Marriot Downtown

[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: This same adjuster previously said that I should not have gotten off the golf cart pathThere were no signs posted the day we played indicating "stay on cart path" which is usual and customary if carts are not to leave the pathOtherwise, it is usual play to leave the path and carts were all over the course in various areas that dayThey were stacked deep at the tee box blocking the path with no Marshall to pace play and give everyone a chance to play the course as intendedThus, the reason for my injury and loss of vacation in Palm SpringsWhat did this adjuster tell Revdex.com that she would do to resolve the issue and accommodate ? We want to know the reason they rejected our complaintThey will not tell anyone the reasonRevdex.com you should stand with us because of that reason!!! Regards, [redacted] ***

From: C [redacted] , Kathy Sent: Wednesday, July 29, 7:AMTo: [redacted] @***.comSubject: Minneapolis Marriott City Center Dear [redacted] ***, Your letter to MrMarriott’s Office has been referred to me for a response Please accept our apologies for no one contacting you I understand your frustration when you never received a response after several attempts to get an answer I noticed you have emails saying someone will contact you Will you please send me the name(s) of the people who told you that? I will definitely follow up with them as not responding is totally unacceptable In researching the $charge, our system shows on April 9, 2015, there were two reservations made using PassKey Reservation [redacted] was cancelled while reservation [redacted] was not As a gesture of goodwill, this morning our accounting department issued a $credit for the no show charge Please be aware that it can take up to business days for it to reflect on your card I look forward to hearing from you so we can talk to the people who did not respond to you We appreciate your business and hope we will have the honor of serving you should your travels bring you to the Minneapolis area Kathy Katherine *C [redacted] Executive Assistant Minneapolis Marriott City Center ###-###-#### ###-###-#### fax [redacted] @marriott.com

We have decided to reimburse [redacted] for the full amount of his repairsYou may close this issue

This review is in regards to the JW Austin Texas MarriotLast week I called in as I was just aware I was able to make a wedding for May 26th to May 29thI was told by bulk sales they would honor the $pricing then was called back later saying they were priced at $Obviously I wasn't too happy about thisAs I was gaining more information about this pricing it turns out that now the hotel is booked to max capacityI'm at the understanding that hotels usually have at least a few rooms available in case of emergencies, but wasn't able to snag one of those for some reasonWhenever I travel I always try and use Marriott, but this was a very unpleasant experience

Dear [redacted] , Thank you for contacting the Revdex.com regarding interactions with several individuals when you reported leaving your hair straightener in your room at the Renaissance Midtown Downtown HotelYour concerns have been referred to me for a response I am very sorry for the frustration this has caused and appreciate the opportunity to respond I understand that you have been contacted by Amelia Seneviratne at the Renaissance Atlanta Downtown Midtown property and that it was agreed to refund the price of your stay at the property Please be assured that your business and your loyalty is important to us We appreciate you taking the time to share your experience Jennifer D [redacted] Corporate Liaison, MrMarriott's Office Phone: ###-###-#### Email: [redacted] @marriott.com

Response to ID of [redacted] , from AC Hotel Chicago Downtown General Manager, Chris Z***04/04/2016I contacted [redacted] this morning and had a nice chat with himAfter listening to him share his experience with the hotel and the customer care line, we talked about our brand’s desire to remove clutter from our rooms and to improve our earth friendly approach by having hotel info on the TV versus with binders filled with paper documentsEssentially, [redacted] came to the conclusion that he prefers more traditional style hotels versus more modern ones such as oursHis disappointment shifted to the fact that he paid [redacted] a couple thousand dollars to stay at a hotel that didn’t fit his wants and needsI explained to him how the [redacted] / third party model works and encouraged him to book directly with Marriott brands in the future so he wouldn’t have to deal with a third party on his billing concernsI asked what I can do to make this situation right and he asked me to reimburse him $which was the amount incurred for relocating to another hotelI told him that I would not be able to do this, but, would be willing to provide him a $gift card to a local restaurant for his inconvenienceI provided my contact info and asked that he let me know Guest has not responded to the hotel offer

Hotel lowered the rate to the correct government rate of $per night I spoke with [redacted] and advised him of this adjustment to the rate [redacted] accepted the resolutionDebra *C [redacted] Liaison, MrMarriott’s Office

July 14, Jennifer D [redacted] Fairfield, CA [redacted] Via Email: [redacted] Dear [redacted] : Thank you for your correspondence with the Revdex.com regarding your claim with Marriott’s Look No Further TeamWe appreciate your comments and I am pleased to respond We remain sorry for the challenges you encountered during this process We value the opinions and suggestions of all guests and will share your thoughts with the appropriate department within Marriott We hope you will accept our sincere apologies for this event We have researched your claim and found that at the time of validating your claim ***s.com was selling rates that mirrored what was booked on Marriott.com At the time of validating your claim you compared ***s.com ‘Deluxe Room’ for $to Marriott.com ‘Cottage Room’ The ‘Deluxe Room’ on both Marriott.com and ***s.com were selling for $per night and the ‘Cottage Room’ was selling for $per night We must compare the same room when validating a claim and this is the reason your claim was denied and without Marriott being able to validate the lower rate you viewed we are unable to approve your claim All of our agents are required to view the compared rate on a live website during processingThis is due to the fact that rates are limited in availability and rates displayed to a guest may fluctuate and even sell out before a reservation is confirmedOffers described in claims are validated through a review of the entire reservation process through which the offer was found, beginning with a search for both the [redacted] and available rates When reviewing the comparison offer described in your claim, we were unable to locate the same offer For future reference, below is the web link to the Terms & Conditions of Marriott's Look No Further(SM) Best Rate Guarantee: https://www.marriott.com/***- [redacted] [redacted] , we value your business and your continuing patronage is very important to us We look forward to welcoming you for many years to come in the time honored tradition of Marriott hospitality Sincerely, Jennifer D [redacted] Corporate Liaison MrMarriott's Office

Good afternoon [redacted] ***, face="Calibri"> I received your feedback regarding your stay I apologize for the frustration that this has caused and apologize for the length of time that this has taken for you to get this resolved I know that you have been corresponding with Derek J***, our Assistant Front Desk Manager, and I wanted to see if I can assist so that we can resolve this issue At this point, according to my system, you have paid for two nights of room and tax as well as parking and other incidental charges Pedro Velasquez adjusted one night of room and tax ($plus tax) off of your bill I know that you have said several times that you have prepaid for this room in advance as well Unfortunately, my system is not reflecting this charge to the [redacted] ending in *** I would be happy to adjust the $charges, however I would need to see a copy of your credit card statement to reflect the pre-payment for the room, or get the last four digits of the credit card that you prepaid with so that I can do more research I do not need any private information that would compromise your information, however I need something on your side to reflect that you have made payment such as a bank statement At the Marriott Marquis, we strive to provide our guests with quality service and an excellent experience Clearly this did not happen, and I again apologize that you would like not to stay at Marriott hotels in the future My intention is to resolve this issue and to get a better understanding of our billing issues This will ensure that future guests do not have the same experience I look forward to hearing from you I left you a voicemail in regards to this issue so please feel free to reach out to me in an email or call me My phone number is ###-###-#### Thank you, Mike H [redacted] Assistant Front Office Manager | Marriott Marquis Washington DC Massachusetts Avenue, NW Washington, DC Office | ###-###-#### Fax | ###-###-####

Dear [redacted] , Thank you for the additional email to the Revdex.com I appreciate the opportunity to further respond Your request for compensation in the amount of $is respectfully declined due to the following reasons: Admission to the event that you were asked to leave was $cash per person and no receipts were given Two members of your party could not provide identification at the event showing they were of legal age to attend Our hotel has a legal responsibility to demand proper identification at any event where alcoholic beverages may be consumed The verbal altercation between three individuals and the security team was grounds for asking a guest to vacate at the discretion of the hotel The only event we had with a cost involved of $per person was a Three Course Dinner and you or the others in your group were not on the list of customers who had purchased that Dinner Package I am saddened that the explanation of this matter in an agreeable way has failed With that said, I do understand your frustration and appreciate your candor in your dealings with the hotel We do consider this issue closed and no further compensation or communication will be forthcoming related to this matter We value your feedback and trust you understand our final position in this matter Warm Regards, David T [redacted] Director of Hotel Operations Renaissance Long Beach Hotel East Ocean Boulevard Long Beach, CA Phone ###-###-#### Fax ###-###-####

From: [redacted] [mailto: [redacted] @ [redacted] ] Sent: Monday, May 04, 4:PMTo: [redacted] Subject: Re: Hotel Stay [redacted] ,Thank you for emailing me and resolving the issue.I called ahead before making the reservation and I was told to go ahead and book the stay through MarriottThe certificate would be applied at checkingAs you correctly mention I did use the [redacted] rate.At checking I was told to wait for checkoutAt checkout the front desk made photocopies of all the documents (certificate and tax exemption)She then went to the back office to deliberate and told me the manager would call the main office and call me back within days.I did leave my phone nr on all the documents.Today was my second call to the front desk, asking about the status and why I did not get a callback.I am happy the issue is now resolvedI would have liked not having to call customer service as it was my first complaint about a Marriott stay.Best regards, [redacted] Op mei 2015, om 18:heeft [redacted] < [redacted] @in [redacted] .com> [redacted] :Good day [redacted] ,I am so sorry to hear about the problems you are experiencing with the tax exemptI will go ahead and take care of the taxes for youAs for me not calling your back I never received a voice mail from you asking to return your callDid you happen to just ask the front desk to have me call you? I did noticed that when you made your reservation you neglected to make your reservation using your Certificate and booked the [redacted] rate I went ahead and applied your one night certificate for your stayIf you need anything please feel free to contact me.randy r [redacted] General Manager [redacted] @ [redacted] .como: ###-###-#### f: ###-###-#### [redacted] Lancaster, CA ***

Marriott's corporation supported the hotel's with their decision. I sent an email and copy BBB. There will be no further responds to **. [redacted] . sent an email in BBB:Dear **. [redacted] :Thank you for your correspondence through RevDex.com regarding your event held at the Chicago Marriott [redacted] last year.We apologize for any incnvenience that you may have encountered during your event. We understand your disappointment with the hotel. We believe that Mr. G [redacted] , General Manager, has appropriately addressed your concerns and compensated you fairly.We regret your continued disppointment with his decision; however, believe that hotel exhausted all efforts to bring closure to this issue. We now consider this issue closed an no further correspondence will be sent regrding this matter.Thank you again for taking the time to bring our concerns to our attention.Sincerely,Line K***Corporate LiaisonMr. Marriott's Office

We were unable to reach the via telephone so the following email was sent to the guest this afternoon - Sara T [redacted] , Corporate Liaison, MrMarriott's Office Roman'">From: T [redacted] , Sara Sent: Thursday, August 07, 3:PMTo: [redacted] 'Subject: Marriott Response August 7, [redacted] ** [redacted] Via email: [redacted] Dear [redacted] : Thank you for your emails to Marriott Customer Care and for contacting the Revdex.com about your experience at the [redacted] Suites in ***, South Carolina Your comments are very important to us and I appreciate the opportunity to address this issue on behalf of the hotel and Marriott International I regret I have been unable to contact you via telephone We were very concerned to read about your check in experience The Front Desk associate’s inability to make a reservation using your points would not have prevented her from reaching out to Marriott reservations for assistance In addition, providing a guest with a room that is fresh and clean is a minimum expectation Please accept my sincere apologies for the disappointment that has resulted from this situation We were equally sorry to learn the hotel’s pet cleaning fee caught you by surprise Marriott’s pet friendly brands, [redacted] Inn and [redacted] Suites by Marriott, charge between $and $per stay when a pet has occupied a room Information regarding whether a hotel accepts pets and what charges apply is located on Marriott.com on the hotel’s main page under “hotel details.” [redacted] [redacted] , the hotel has refunded the pet cleaning fee along with your room and tax charges in full As an additional gesture of our goodwill, I have added 15,Marriott Rewards points to your account This point addition is sufficient for a complimentary night at any category three property such as the ***, [redacted] Suites Should you wish to discuss this matter personally, please do not hesitate to contact me I can be reached at ###-###-#### between 8:AM and 4:PM Eastern time, Monday through Friday We again apologize for these unfortunate circumstances and hope we have the privilege of providing your lodging needs for many years to come Sincerely, Sara T [redacted] Sara T [redacted] Corporate Liaison MrMarriott's Office

Good afternoon [redacted] , I am writing regarding ID [redacted] I have looked into [redacted] ***’s account and it seems we credited the incorrect [redacted] for the parking chargeI have process the correct account for him and e-mailed him a receipt for the credit of $Thank youBe well, KELLYS***Director of Operations

Dear Revdex.com, Called and spoke to guest and supported the hotel Offered the $rate and Marriott Rewards points as an apology from the hotelGuest chose to cancel reservation and still accepted the Marriott Rewards points as an apologyGuest was satisfied Regards, Diane K [redacted] Corporate Liaison MrMarriott’s Office

July 23, Dear [redacted] , I am writing to you on behalf of the Gaylord National Resort and Convention Center regarding your most recent stay Thank you for taking the time to communicate with us why your experience at the Gaylord National did not meet your needs and exceed your expectationsFrom the nature of your comments, it is apparent that we fell considerably short in our efforts to provide the service and accommodations you have come to expect from [redacted] First, I would like to deeply apologize that some items in your room were discarded by a member of our housekeeping teamIt is definitely not a common occurrence, and it should not have been treated as suchOur top priority is to provide all of our guest’s clean and safe accommodations with outstanding serviceBeing a loyal [redacted] customer, we have let you down and that is something we take extremely seriousSecondly, I would like to also apologize that any member of our staff left you feeling like you were not a valued guestIt is completely unacceptable that you had to go through such an ordeal during your stay, and I would be equally as frustrated if I encountered the same issueWhether you travel for business or leisure, there is nothing worse than having your items discarded, or misplacedIt is our responsibility to make sure that things like this never happen, and if they do that we do our upmost best to make it rightThis is definitely not the impression we would want you to have of Gaylord National, and I completely understand your disappointment and dissatisfactionFinally, I want to apologize once more that you were not compensated for the items lost by our staffOur guests are very important to us, and we will work with all of our agents to make sure more compassion is being shown to our guests needsThe fact that we failed you it is unacceptable Please be assured that your comments and observations have been forwarded to upper management, housekeeping management, as well as front office managementI would also like the opportunity to regain your confidence, and demonstrate our commitment to customer service; by applying an extra 10,points to your [redacted] Rewards accountUnderstandably, nothing can erase what has happened during your recent stay, however please accept our sincere apologyWe appreciate your feedback as it will assist us in striving for flawless serviceIt will also allow us to show every guest the service they not only expect, but deserve Thank you for your time, and if there is anything else I can assist you with please do not hesitate to contact me Respectfully Lottie S*** | Customer Care Response Team Gaylord National Resort & Convention Center Waterfront Street, National Harbor, MD P ###-###-#### F ###-###-#### GAYLORD HOTELS NOW PART OF THE [redacted] FAMILY OF BRANDS GaylordNational.com | [redacted] .com/GaylordNational | [redacted] .com/GaylordNational