Marriott International

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) / [redacted] Style Definitions */ Regards, [redacted] ***

The complainant was contacted directly by he hotel and advised that the reservation had been made by [redacted] , a third-party reservations agent and when made the reservation was made as an Advance Purchase rate with cancellation allowable only during the hours following the reservation being made with no cancellation or refund permitted The reservation was actually made on 12/and the attempt to cancel it occurred on 12/26, past the cancellation period As part of the [redacted] Terms and Conditions, any request for refund must be directed to them because they are the party whom the complainant paid We cannot refund monies which we never received we regret we are unable to assist in this matter

I spent my year anniversary at the Sanibel Harbour Marriott Resort & Spa the weekend of October 21st to October 23rd and I am still waiting for this resort to add Marriott Rewards Bonus PointsI called the resort times to no avail

[redacted] has been provided the original rate he was quoted for his group reservation. He is satisfied Lisa H [redacted] Corporate LiaisonMr. Marriott's Office

Good Morning, Thank you for bringing this matter to my attention. I do not have the comments from the customer, could you please resend the full complaint. This is the first I have seen this concern. I appreciate your support and look foward to receiving the full complaint. I... will ensure this matter is resolved and keep you posted on the resolution. Sincerely, Debi H [redacted] Manager Corporate Guest Relations ###-###-#### [redacted] @ritzcarton.com

The General Manager of the hotel has sent the guest a final email apology They have responded to the guest numerous times through various avenues including on-line review sites, guest surveys, Marriott Customer Care and now through the Revdex.com The hotel has no record of the guest reporting his concerns while he was at the hotel They did not have an opportunity to work and respond to him during his visit The hotel has apologized for any issues he encountered They are not willing to provide any compensation

Tell us why here..Guest was contacted and advised that hold had been released, and they confirmed that they no longer show pending amount on their card Also apologized if they felt way hotel explained pending amount, made them feel as if they did not understand difference between charge and hold Guest was appreciative of call and follow-up

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 While the clogged sink, loose/rocking toilet, lack of towels, and lack of coffee condiments are far below the standards expected of a Marriott at this daily rate price point, the response to my complaint was timely and sufficient Regards, [redacted] ***

Dear Revdex.com, Guest was advised by Marriott Claims that they needed more information from her supporting her claim, which [redacted] has not provided Marriott claims did close her claim at one time due lack of contact Claim has been reopened, but Marriott Claims still needs more documentation to support her claim Until [redacted] provides this information we are unable to offer compensation Diane K [redacted] Corporate Liaison MrMarriott’s Office

The hotel advises the guest was given a full refund and 35,Marriott Rewards points We consider this adequate compensation under the circumstances

Mike M [redacted] , General Manager advised the guest was contacted when they were notified of the guest's concerns They were able to accommodate the guest for a stay 9/14/- 12/10/at the government rate as he requested Debra MC [redacted] Liaison, MrMarriott’s Office Phone: ###-###-#### Email: [redacted] Facsimile: ###-###-####

Response to complaint ID # [redacted] Sent: Monday, August 22, 10:AM To: ' [redacted] @***.com' < [redacted] @***.com> Subject: Your Recent Stay Good morning [redacted] Again, I apologize for the delayI have located your reservation and am in the process of refunding your entire stay and also will be adding 20k Marriott Rewards Points to your accountPlease allow two to three business days for the refund to show on your credit card accountWe apologize for the unacceptable service you received and have shared your comments with the Department head who is investigatingPlease allow us an opportunity to serve you in the future so we may show our true standard of service.Macon Marriott City CenterMark M [redacted] Director of Rooms Division Macon Marriott City Center

According to the Front Office Manager, the reservation was changed from a redemption stay for night and paid for nights to paid all three nights Apparently the guest became confused with his original, pro-forma receipt and his actual, final receipt The Front Office Manager went over the final receipt with the guest and he was satisfied with the explanation The Front Office Manager apologized for the confusion

Reward is issued electronically 2-days after new credit card account has been opened E-mail is sent to member advising reward has been electronically added to members account for redemption use Reward must be used by the member Reward cannot be transferred to another person for use Reward expires months from the date of issuance in this case six months from (08/20/14) Reward cannot be extended past expiration date or re-credited for Marriott Reward points [redacted] U.SSignature & Business/Premier "Free Night" Activation Reward is Valid for one (1) free night at any category 1-hotel Thank you,

MrMarriott's office has spoken with Richard R***, General Manager size="3"> Standard protocol was followed when you and your group were asked to leave due to the noise complaints the front desk received Marriott is a smoking free hotel and has pictures of the smoking evidence in the rooms reserved You were correctly assessed a $smoking fee Please feel free go through Chase if would still like to dispute the smoking charge The hotel will provide Chase with the evidence they have The hotel will not be refunding the $smoking fee

[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] ***

I sent [redacted] an email with my direct contact information for future communications regarding his request [redacted] / Corporate Liaison

[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:The business has not rectified the situation in any way There has been nothing offered to make the situation better in any way or form They offered to credit my account for the points which should have been credited from the beginning They offered no refund, which is what I asked for in this matter Regards, [redacted]

[redacted] has been sent an email apology advising her the remaining charge of has been refunded and a total of 45,points posted to her Marriott Rewards account

Good Afternoon [redacted] ***, I just learned that you were redirected back to Marriott in order to obtain a credit refund for your July 4, reservationI am sorry if you feel as if you are being given the “run around “; I can certainly understand your frustration I have taken the liberty of contacting [redacted] on your behalf and am happy to report that a full refund has now been granted Although [redacted] , the representative that I spoke with, was unable to share any information regarding the credit amount, she did state that it will take approximately 3-business days If you do not see a full credit reflected on your statement from [redacted] within five days you should contact them at ###-###-#### Again thank you for sharing the details of your experience, we appreciate the feedback as it is useful in our ongoing effort to provide the best customer service Warmest Regard, [redacted] Front Office Manager [redacted] Marriott NW Ph ###-###-#### Fax ###-###-####