Marriott International

[redacted] has not made an attempt to meet with Dan G [redacted] , General Manager, in person regarding this matter A letter was sent to [redacted] in December Thank you [redacted] December 6, I am writing to follow up regarding the concessions related to the [redacted] / [redacted] Wedding Block on August 9th and 10th, The concessions were discussed over the phone and agreed upon: Refunded the breakfast and shuttle charges of $ [redacted] party received full refund Gift Certificate sent to [redacted] *** I spoke to [redacted] and he said that he would not be back in the area next summer but most likely in two years I sent a certificate that was good for two year I offered a room to the Bride and Groom and to you and your husband to use our hotel in the future show I could prove our service is better than you experienced During the first call you declined stating you would not use us again The [redacted] party was not compensated because they ended up with a Queen room As we discussed [redacted] reserved her own room and filled in that it was one person in the room per the group reservation form you sent me We did not discuss the [redacted] party during our conversation but the [redacted] party I apologize but we did not provide a full refund to the [redacted] party because they were not discussed I did provide the church a gift certificate per your request from the original letter you sent us This was not in lieu of the offer to you and your husband but was from the original request [redacted] , I believe the hotel has met the obligation of your requests I apologize that you feel that there are outstanding items of compensation, but I feel we followed through with everything you and I discussed over the phone If you would like to further discuss I am available to meet in person and discuss any remaining issue in the hotel at your convenience Sincerely, Dan G [redacted] General Manager Chicago Marriott [redacted] Hotel

We have contacted the guest and issued a full refund.- Sara T [redacted] , Corporate Liaison, MrMarriott's Office of Consumer Affairs

Please refer to Marriott.com for our terms and conditions: Earn Points, point number (8) Rooms booked at the Marriott friends and family or the associate rate or at The [redacted] friends and family or the associate rate are not eligible to earn Points or elite night credits http://www.marriott.com/rewards/terms/earning.mi File closed

Dear [redacted] Thank you for writing the Revdex.com regarding your reservation at the Bethesda Marriott North Hotel and Conference Center Your correspondence was referred to me, and I would like to express our sincere apologies for any frustration or inconvenience you may have experiencedMany members want to secure rooms for Marriott Rewards redemption several months in advance knowing they will earn more points during future stays For their convenience, we permit these reservations to be booked without sufficient points, but there is a responsibility of the member to accrue enough points before their arrival date They may be purchased for $per thousand if the required number is not earned in time If sufficient points are not available upon arrival for the stay, the member will be charged the hotel's best currently available paid rate Your original reservations required 11,Marriott Rewards points and $cash per night, for a total of 66,points and $plus tax for the three rooms; however, you did not have any points in your account at the time you booked them As we want your cheto be problem-free and to avoid challenges when you arrive, we always make a diligent effort to notify guests in advance if they have insufficient points A message would have appeared when you booked online indicating more points were needed to complete the reservation Our Marriott Rewards Member Services office sent you an e-mail on 8/to advise you did not have enough points to complete these reservations, and they called you and left a voicemail message advising of the sameAlthough you had insufficient points for these reservations, you chose to stay; therefore, your rate was changed to the best available rate of $per room per night, and this was written on all three room key packets when you checked in We recognize you were surprised to be charged much more than previously anticipated, and for that, we are very sorry As a one-time exception, the hotel has reduced your rate for all three rooms from $to $per night plus tax The difference has been refunded to your credit card and should show on your account within three to five business days We are grateful for your feedback regarding our Marriott Rewards program and will take your comments into consideration as we strive to find new and better ways to reward our guests We hope to welcome you again soon in the traditional spirit of Marriott hospitalityWarm regards, Alexander M [redacted] Corporate Liaison MrMarriott’s Office Marriott International, IncE-mail: [redacted] @Marriott.com Phone: ###-###-#### Fax: ###-###-####

For the better part of the last year, an international ring of scammers have been making telemarketing-type phone calls, representing themselves to be from Marriott International and offering different forms of incentives (free hotel stays, free trips, and other incentives) in an effort to gain personal information (credit card, social security and other personally identifiable information) from the person being called These scammers, who have operated in the US, Canada, Australia and several European countries, have no connection to or relationship with MarriottMarriott's internal security has been working with the FBI and international law enforcement in order to bring these criminals to justice.We apologize [redacted] has been disturbed by these scammers Since they are not employed by, related to or controlled by Marriott, we are unable to guarantee they will not call back Should they call back, please do not provide them any personal information and terminate the call What we have found is those who quickly terminate the call tend not be called back as the criminals move on to those they can engage and potentially solicit information

Here is the response sent to the guest class="MsoNoSpacing"> MrMarriott has requested that I respond to your letter on his behalf Your original reservation was made with a non-refundable advance purchase Rules for our advance purchase are made very clear and the room was held for you making it unavailable for sale during an extremely busy time Hence, we will not be refunding you the no-show fee that you were charged We have no record of your complaint regarding the cleanliness of the room until making us aware of it after your departure If we had been informed while you were in house, you would have been moved to another room immediately We care greatly about every guest’s experienceWe take hotel hygiene and sanitation very seriously and our housekeeping department has strict standards to follow Obviously, our housekeeping team did not give your room a thorough enough cleaning and for that we are extremely sorry I have asked our finance department to refund $toward the cost of your room for that night Thank you for bring these issues to our attention It is through this type of feedback that we continuously hone our product and services to our guests I sincerely hope you will give us another opportunity to serve you in the near future [redacted] Director of Operations

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

We sent an email to [redacted] informing that we will honor the rate he saw at the time of booking which was $per night plus taxThe hotel asked him to please email them 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 they have located the record we will go ahead and process the refund of the difference between the actual rate paid and the $plus tax Thank you,

[redacted] was contacted after the incidentWe have been exchanging email correspondencesThe issue was resolved when [redacted] was refunded in full for her inconvenience

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I confirmed with Jennifer D [redacted] , Corporate Liaison, MrMarriott's Office that the hotel will finally issue the full credit I've been waiting onI was informed this will take 7-business daysDue to this information, I am accepting this as a full resolution at this time (assuming I will receive the credit as informed) Regards, [redacted] ***

GM reports she has refunded [redacted] for his stay She e-mailed his folio to him, as she had gotten voice mail in attempts to reach him The guest should expect to see their credit on their account in to business days due to financial institution's processing time

We regret that [redacted] was upset that the insurance adjuster was unable to assist him with his claim, which for the record is Claim # [redacted] As a matter of policy, whenever there is physical injury or property loss or damage, we refer the matter to the insurance company for that property, which in this cse is [redacted] The assigned adjuster, MsMarissa *B [redacted] Senior Resolutions Manager, has decided against the claim and as expressed earlier, we will support whatever decision the adjuster arrives at We regret there is nothing further that we can do and would encourage [redacted] to follwith the adjuster is he is unhappy with the results of her work

You have duplicated this issue--complaint # [redacted] & complaint #are identical issues Ms [redacted] has been communicated with on several occasions regarding the mattress/box spring she purchased from Hotels at Home (ShopMarriott) In corresponding with Hotels at Home, I have been assured, they only sell one foam Mattress for ShopMarriott and it is the product that was sold and shipped to Ms [redacted] It is the exclusive mattress for Marriott and is the same bed that is in the catalog and online Ms [redacted] was provided this bed set at a discounted price and it was shipped free of charge After a couple of months, Ms [redacted] contacted us again, stating the mattress was uncomfortable and she wanted to return it She was aware this product could not be returned Marriott notified her she needed to contact Hotels at Home and when she did they suggested she purchase the mattress topper used at our hotels and she refused, even though they offered the mattress topper at a discounted rate Hotels at Home advised if she can supply them with a photograph of the law tag, they will be able to confirm if she received the correct mattress set Ms [redacted] has refused this offer as well Ms [redacted] is stating the mattress she ordered listed a 9” mattress and 10” foundation and according to her measurements, she has a 7” mattress and an 11” foundation There is a very specific method that needs to be used in order to properly determine the depth of a mattress Hotels at Home stated they are not aware of how Ms [redacted] made her measurements Hotels at Home can be contacted at (800)311-

After leaving a voice mail and an email requesting he contact us back to discuss, the following email was sent to [redacted] : From: 'Tahoma','sans-serif C [redacted] , Candice Sent: Friday, September 12, 2014 2:29 PMTo: [redacted] Subject: RevDex.com submission regarding your experience in ordering a Marriott Electronic Gift Card Dear [redacted] , We are in receipt of a submission you made to the RevDex.com regarding your experience trying to order a Marriott Electronic Gift Card. We sincerely regret any frustration you have felt as a result of this experience. Your order was placed in the early morning hours of August 21, 2014. Later that day, as per our usual procedure with electronic gift cards, a call was placed to your number to verify your order, and a voice mail instructing you call back using a specific phone number (###-###-####). From details contained in your submission to the RevDex.com, It seems that you did try to call. Unfortunately, you did not call back to the number provided in the voice mail, as that office has no record of a return call. A second voicemail, again stating the intent to verify your order and providing you the specific phone number (###-###-####), was left for you on August 22, 2014. Again, the office has no record of a return call. Unfortunately, because the correct office did not receive a response to either call placed to verify the order, your order was cancelled as possible fraud on August 25, 2014. Please accept our apologies for any inconvenience this has caused. If you would like to resubmit your order you may do so via www.gifts.marrriott.com. Please ensure that if an order is placed you make note of the specific number you are asked to call back on to verify the order. This will enable your order to be processed in a timely manner. Thank you for bringing your concerns to our attention. We look forward to serving your future lodging needs. Sincerely, Candice C [redacted] Corporate Liaison Mr. Marriott’s Office [redacted]

Dear [redacted] ***;Thank you for contacting the Revdex.comThey have referred your correspondence to me, and I am pleased to respondPlease accept our sincere apologies for any frustration you have experienced.Our records indicate all the stays mentioned in your inquiry were added to your account activity correctly, and you were credited the appropriate number of points and nightsThe Spring MegaBonus promotion is a wonderful event that rewards our members at an even faster pace than usualThe terms and conditions of this program state that after at least two separate hotel stays within the promotional period, the member will be awarded one free night certificate valid at category one through five Marriott hotelsThis promotion allows each member to earn a maximum of one certificateThis means that although you completed the promotion with four separate stays in the month of April, you remain eligible for one certificate onlyA single free night certificate was issued to you and remains available in your account to be redeemed at your earliest convenienceRegretfully, we are unable to provide you any additional complimentary night certificatesWe are very sorry for any misunderstanding that may have occurred.Thank you for your long-standing loyalty to our brandMarriott takes pride in providing excellent service and maintaining the highest standards in the lodging industryYour feedback is greatly appreciated as it helps us validate our successes while understanding when there is an opportunity for improvementAs a gesture of good faith for your ongoing patronage, I have added a bonus of 2,points to your Marriott Rewards accountPlease do not hesitate to contact me directly by phone at ###-###-#### if you have any further questions or concernsWe look forward to welcoming you again soon.Warm regards,Alexander M***Corporate LiaisonMrMarriott's OfficeMarriott International, Inc.Phone: ###-###-####

[redacted] was contacted via phone on 12/8/ The guest was given a sincere apology on behalf of MrS [redacted] ’s office and the Hartford Marriott She was assured that this experience would be used as a training opportunity immediately Ms [redacted] was offered a full refund in the amount of $for her inconvenience and the improper handling of the situation on behalf of the hotel Please advise if any additional information is neededTell us why here

Good Morning, Thank you for bringing this matter to my attention today Please know that my office will contact our guest and work with the property management on resolution I will keep your office posted on the resolution Sincerely, Debi H [redacted] Manager Corporate Guest Relations The Ritz-Carlton Hotel Company, L.L.C ###-###-#### [redacted] @ritzcarlton.com

Dear Revdex.com, I spoke with the guest today regarding her complaintShe never submitted a claim for Marriott's Look No Further Best Rate Guarantee ProgramShe called the Customer Care team and when she was advised she would need to speak with the Look No Further Best Rate Guarantee Team she told them she was being passed around and would be contacting the Revdex.com We cannot evaluate it to ensure her claim was processed correctly as she never submitted oneI have apologized to her for the way she feels but also advised her that we will not be providing her with any compensation for not submitting her claimWarm Regards, Kim P [redacted] Corporate Liaison MrMarriott’s Office Email: [redacted] @Marriott.com Phone: ###-###-#### Fax: ###-###-####

[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:Now Marriott is misrepresenting what I said in my rejection remarks I said that in I renewed my Gold for That's the way the program works...if the member wishes to have the same status for the following year he or she must renew it during the calendar year leading up the that year In I earned nightsof them satisfied my renewal requirement for and the remaining were rolled into calendar year Beginning with January 1, nights earned were credited toward the required nights to renew my Gold status for Allow me to repeat this...nights earned were credited toward RENEWING my GOLD status Sometime in August 0f I had enough nights to RENEW my GOLD status and subsequently received an email from Marriott Rewards congratulating my for renewing my Gold status for The formula for calculating rollover rewards specifically states "Total nights earned at current year - Any expired rollover nights from previous year - Number of nights needed to renew status = Number of rollover nights The number of nights required to RENEW my Gold status for was 50.Sometime in October I achieved Platinum status...this was not a renewal but a new achievement The formula for calculating rollover nights says nothing about achieving a higher status, it only addresses renewal of status The policy adds a statement that makes a provision for members who achieve a higher status after renewing a status (it is impossible to achieve a higher status without first renewing the lesser status) The policy states'If a member achieves a higher status (Silver to Gold, Gold to Plat), the additional nights beyond the newly achieved threshold will be rolled over." The presence of this statement ini the policy is an acknowledgement that the formula does not account or make provision for a member achieving a higher status after renewing a status but only addresses what happens when the member renews a status Said statement shows intent on the part of policy to address this particular situation and make provision for it Said statement is an acknowledgement by the rollover policy that renewing a status and achieving a higher status are NOT THE SAME THING.I believe Marriott is playing word games with me now because they realize that my nights are the tip of the iceberg I will repeat my statement from the previous response...Marriott is erroneously (if not fraudulently) using number of nights to achieve a higher status in place of number of nights required to renew which is depriving members of rollover nights that properly belong to them.Marriott needs to follow their policy and give me my rollover nights In lieu of that I would be willing to consider being reclassified toGold if they will give me the rollover nights the formula alone (without implementation of the higher status clause) indicates I should receive Regards, [redacted]

We have made numerous attempts to contact the guest and find out from him at which hotel this incident occurred AS of today, we have not received a response from the guest Without knowing what hotel, we are unable to assist