Marriott International

My issue has been resolved with the hotelThank you [redacted] City of Chicago [redacted]

The guests have accepted 15,Marriott Rewards points for their inconvenience and the housekeeping issues they encountered during their stay - Sara T [redacted] , Corporate Liaison, Office of Consumer Affairs

Dear Ms [redacted] , Thank you for your letter to the Revdex.com Your concerns regarding fraudulent telephone calls has been referred to me for a responseMarriott International has been made aware of a series of fraudulent telephone calls being made in different parts of the world where the caller offers a complimentary stay at a Marriott hotel to entice the person taking the call to listen to a sales pitch unrelated to Marriott This practice, known as “scamming”, typically incorporates a company’s branding in order to get someone to provide personal information or buy a product or service Marriott International has a long standing commitment to protecting the privacy of the personal information that is entrusted to usMarriott has not provided any information to the parties involved in these fraudulent calls If you receive a suspicious telephone call, especially for a contest you did not enter, we urge you not to provide any personal information, especially credit card information Instead, simply end the phone call Jennifer Douchey MrMarriott's Office Phone:( ###-###-#### Fax: ###-###-#### Email: [redacted] Marriott Confidential and ProprietaryThis 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 Tell us why here

The hotel has responded they have already processed the refund of the $in parking fees charged to the guest's card They have also agreed to compensate the guest for the $overdraft fee They are willing to refund the $cash charge if the guest can provide them a copy of the receipt We certainly apologize for the incident and hope [redacted] will give us another chance at a Marriott hotel

[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: on the video it should state that I asked the front deck man so where can I goHe said I don't know maybe the hotel across the street The only reason the nice lady used her card is because the man upfront was asking me to go somewhere elseYou are right the video does not lie You didn't do me a favor by letting me stay the next dayI had until 12:to check outI paid for that nightWhen I talked to the genial an yesterday he said he was compensating me for nights not Regards, [redacted] ***

[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 and I am very pleased in the way this was handled Regards, [redacted]

Advised the guest as a one time exception we would reinstate his points Educated the guest on terms and conditions of mebership

We have been unable to reach the guest via telephone so I have sent him an email letting him know we would be happy to assist him in resolving the matter but need additional information Specifically, we need to know the location and brand of the Marriott where he stayed, the date of arrival, the number of nights and the names on the reservations Once we have this information, we will work with Hotels.com to find an amicable resolution - Sara T [redacted] , Corporate Liaison, MrMarriott’s Office of Consumer Affairs

We have attempted to reach the individual who initiated this complaint both by e-mail and phone for the past three days to no avail We do not understand his complaint Marriott pursues an "asset light" strategy whereby all of our hotels are owned by third parties As a result, Marriott would not be involved in an action involving a mortgage on a Marriott hotel, as this would be an action between the financial institution and the franchisee Also, Marriott would not be a party to a bankruptcy proceeding except as a creditor for reservations and marketing fees owed by a franchise to Marriott Without further clarification and a demonstrated connection to Marriott International, we are unable to further assist in this matter

size="3">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

We would like a billing adjustment and creditWe had four rooms at the hotel over a (thirty) day stayAt the least, the day where we were supposed to have switched rooms compedIt was the day we were promised a handicapped room on a specific floor which suddenly became unavailable and we were kept waiting over four plus hours with nowhere to move toMeanwhile I am hospitalized and could not help my family in this situationThe manager who promised us the specific room was away that day on vacation and nobody else at the hotel seemed to know the situation

[redacted] , [redacted] < [redacted] [redacted] @marriott.com> Jun (days ago) to me Good afternoon [redacted] : We received the following error when trying to respond via the Revdex.com website with regards to the ID listed above We are hoping you can assist us in closing this case We apologize for the inconvenience, but an error has occurredInformation about this error has been sent to technical support If you need immediate with your complaint, please contact the Revdex.com that will be processing your complaintYou can find contact information for that Bureau by entering the zip or postal code of the company about which you are complaining in our Revdex.com Locator at http://lookup.Revdex.com.org In the end our final position is that Marriott will not be rebating the guest $ The daily room service charge of $ for a total of $ was directly payable to the Resort upon check - out and was not included in the vacation package purchased from [redacted] .com This information was provided to the guest when booking through [redacted] .com which issues the Hotel confirmation directly to guests with following notation: [redacted] Please let me know if you have any other questions Sincerely, [redacted]

Thiis is the email sent to the guest from the Assistant General Manager of the property: New Roman'">From: [redacted] < [redacted] >To: " [redacted] " < [redacted] > Sent: Tuesday, July 8, 5:PMSubject: Your Stay at the Residence Inn [redacted] Dear **and *** [redacted] ***, Thank you for choosing Residence Inn by Marriott [redacted] for your recent visit to the area We recently received a copy of the issue you filed with the Revdex.com I personally wanted to thank you for taking the time to give us your feedback We here at Residence Inn [redacted] appreciate any feedback (good or bad) we receive from our valued guests If it weren’t for these comments, we would never know how we can improve! While reading your comments regarding your stay, I was extremely embarrassed and disappointed in not only the mistake we made of checking you into an unclean room, but also the level of service that you received upon informing us of our error I investigated further into the circumstances regarding your experience and I learned from our Housekeeping Supervisor that once the room was cleaned by her staff, she had inspected the room again for cleanliness Upon doing so, she discovered a watermelon inside the refrigerator She removed the watermelon and placed it on the counter along with her keys She mistakenly changed the status of your room to "clean", forgetting that she still needed to remove the watermelon and keys There is absolutely no excuse for our response to your obvious concern when checking into that room I would like to sincerely apologize for our failure in service, from both our Front Desk staff, as well as Housekeeping I have made the staff aware of your experience, and hope to use your comments as training on standards and service Again, I am so very sorry that our mistakes caused an unpleasant stay for you and your family I think it is only fair to refund you the amount you paid for your room in hopes that your opinion of Marriott and Residence Inn are not permanently negatively affected I appreciate you bringing your concerns to our attention, and please do not hesitate to contact me if you have any additional feedback to offer **and ***, once again I would like to apologize for the inconvenience that you experienced during your stay here with usIf you have any additional comments or questions, I would like to hear from you You can reach me at ###-###-#### or if you prefer, please e-mail me at [redacted] Kind Regards, [redacted] Assistant General Manager Residence Inn by Marriott E Harriman Pl [redacted] , CA [redacted] ###-###-#### www.marriott.com/ontbe

Marriott policy allows the hotel to charge a "reasonable" sanitation fee for pets in guestrooms where pets are allowed by law and explicitly states a range of $to $as "reasonable" Within this range, each hotel establishes the fee based upon conditions in their area The pet sanitation fee is clearly displayed under "Hotel Details" on the hotel's web site While we apologize [redacted] does not like the fee charged or the fact the hotel changed the fee in November, 2015, the hotel has not acted in violation of law or policy and we decline to compensate [redacted] as he requests

I have reached out to the guest, both by phone and emailMs [redacted] is travleing I needed more information regarding her reservation and what may have happenedI will of course take care of her when she callsI will offer to purchase reward point for her Please see emails below KIndest regards, M [redacted] MrMariott's Office On Oct 9, 2015, at 11:AM, K [redacted] < [redacted] > wrote: Good morning Ms***, Ms [redacted] received your letter and requested I respond to you regarding the poor experience you had regarding our Customer Care team and the bad experience you had with your reservations for your stay in *** I have tried reaching you by phone, but unfortunately I had to leave a voice mail I sincerely apologize for the stress and frustration this must have causedI would like the opportunity to speak with youI am so sorry that you were not given the answers and the attention you so deserve I look forward to hearing from you Our office is not open on Saturday or SundayI will be here until 5:EST today and will be back in the office on Monday We take your issue very seriously and thank you for sharing your concerns with us Have a wonderful weekend Kindest regards, M [redacted] [redacted] From: V [redacted] [mailto:vickyxx***@gmail.com] Sent: Monday, October 12, 7:PMTo: [redacted] ***Subject: Re: From [redacted] Hello [redacted] Sorry that I missed your callsI'm currently on a trip so I'll see if I can make some time to call you tomorrow Thanks, V [redacted] ***Sent from my iPhone

[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: I still don't have my points and I feel like there should have been more done because of my inconvenience this caused me to be late on two payments Woman who was working on this only called me once Regards, [redacted]

[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 courtyard Marriott has submitted an additional claim with the paper work needed to show medical necessity of Prescribed TMJ appliance that was in my mouth when retired in my hotel room on the night of July 2nd and not in my possession when we were asked to transfer ourselves and belongings to another property across town at 4:AM.on July 3rdI will wait for the follow up response to nd request before responding to above Regards, [redacted] ***

AS AN EXCEPTION TO POLICY, I HAVE THIS DATE PLACED 31,MARRIOTT REWARDS POINTS INTO THE MEMBER'S ACCOUNT, REPRESENTING POINTS EARNINGS FOR ALL OF HIS THREE TRIPS SO FAR IN HAVE EARNED POINTS

Revdex.com:Samuel W***, a manager at this property, called me as soon as he found out there was an issue and rectified the situation by replacing my itemThank you so much to him! Regards, [redacted]

April 17, New Roman"> [redacted] Via Email: [redacted] Dear ***, Thank you for taking the time to write to ** [redacted] about your experience at the [redacted] Suites Your comments are very important to us and I appreciate the opportunity to respond on behalf of ** [redacted] and Marriott International I can certainly understand the frustration you felt when you discovered your [redacted] was damaged Rest assured I have followed up with the hotel staff concerning the circu**tances of this incident I have also spoken to ** [redacted] of Marriott Claims Services who confirmed the claim was denied There is no proof the damage was caused by a Marriott associate Should you wish to discuss this matter further, please contact ** [redacted] at ###-###-#### ***, although we remain unable to reimburse you for the value of this item, your continuing patronage is very important As a gesture of goodwill, I have added 25,Marriott Rewards points to your account We trust all future Marriott experiences will be positive and look forward to welcoming you to a Marriott sometime soon Sincerely, [redacted] [redacted] Corporate Liaison MrMarriott's Office