Marriott International

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

Dear Revdex.com, I spoke with this guest and the hotel regarding her claim this morning Our reservation history shows that her reservation was booked under [redacted] instead of [redacted] The hotel was unable to locate the confirmation that she made with our reservation centerUnfortunately, due to the name confusion her email confirmation was sent to: [redacted] @***.com instead of: [redacted] @***.com The guest had told me that the General Manager of the hotel advised her that the name was spelled much different than it wasWhen I advised her that our system automatically records every change made to a reservation, she became upset and hung up the phone on me As a courtesy, the Fairfield Inn & Suites Atlanta Airport South/ [redacted] is issuing a refund of her reservation In closing, this guest has received a full rebate for this reservation that was booked under [redacted] instead of [redacted] I have apologized for her issues, and advised her that no further compensation will be forthcoming Sincerely, Kim P [redacted] Corporate Liaison Mr Marriott Office of Consumer Affairs

Dear Revdex.com, I have spoken to the guest and offered him a $Marriott Gift Card which is meeting him halfway on what he requested and the guest accepted and issue is closed Guest should receive the gift card within two weeks [redacted] MrMarriott's office

Please be advised the customer, [redacted] has been refunded the total amount of her dispute ($250.00)The credit will be issued to her [redacted] cardI personally spoke to [redacted] , extended my apology, and reviewed the credit processI followed up with an email (attached).Please let me know if you have any questions.Regards, Shelly D General Manager

[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 see the attached business responseCould you please send it again?Thank you

Hotel responded to guest, advising his reservation has been confirmed: Reservation Confirmation: [redacted] For [redacted] CHEDATE Thursday, October 16, CHETIME 03:PM CHECK-OUT DATE Sunday, October 19, CHECK-OUT TIME 11:AM

[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] The irony of this is that the hotel only follows up and provides a response when an official complaint is lodged with a regulatory body When I talk to their front desk staff or Marriott forwards a complaint to them, it goes completely unnoticed.I don't believe anything will change until I experience the change Regards, [redacted]

Dear [redacted] , Thank you for your recent correspondence regarding your request for additional compensation from the TownePlace Suites Denver Southwest We can certainly understand your disappointment with the denial of your request Further research indicates that the promise of an additional 10,was made by a Regional Manager and you had declined his offer As a gesture of goodwill, the property Manager has added the 10,to your Marriott Rewards Account We were pleased to see that leadership at the TownePlace Suites Denver Southwest has chosen to offer you this gesture of goodwill We are sorry to hear of your continued disappointment but feel the hotel’s gesture is appropriate We now consider this issue closed and no further compensation or communication will be forthcoming related to this matter We appreciate your patronage We trust you understand this is our final position Sincerely, Jennifer D [redacted] Corporate Liaison, MrMarriott's Office Phone: ###-###-#### Email: [redacted] @marriott.com