Marriott International

Called [redacted] and offered our apologies for the manner in which her concern has been addressed by the hotel and their insurance carrioer I advised her I was unable to alter the decision made by Liberty Mutual Insurance but due to her value as a Gold Elite member, I offered her 40,points and she accepted Provided guest with my contact information should she require any further assistance Debra *C [redacted] Debra *C [redacted] Liaison, MrMarriott’s Office Phone: ###-###-#### Email: [redacted] @marriott.com Facsimile: ###-###-####

Please know that Robert T [redacted] @ritzcarlton.com will be partnering with the hotel to address the refund to our guest

The Hotel contacted the guest on 7/7/and extended apologies for the difficulties encountered The hotel also refunded $to the guest as he had requested Joseph [redacted] R [redacted] **., Corporate Liasion, MrMarriott's Office, ###-###-####

We have contacted the guest to apologize for his frustration He has accepted our apologies and agreed to give Marriott another chance.- Sara T [redacted] , Corporate Liaison, MrMarriott's office of Consumer Affairs

Member actually had 45,points in his account with no account activity in the preceding months, which caused the points to expire All points were restored to member's account as of 9/14/and expiration date was extended to 9/14/

The hotel reports as follows:Thank you for reaching out to us regarding [redacted] **'s complaint regarding his stay at our hotel back on January 5th for two nightsOur Front Office Manager Carolyn M [redacted] was actually dealing with [redacted] and [redacted] ***.She had sent an email to Marriott Customer Care regarding the customers combative interaction with staff Long story short has [redacted] mentionsUpon check in [redacted] ***'s reservation was a [redacted] and both parties presented their Marriott Rewards card Only [redacted] ***'s could be usedHowever, [redacted] was correct that the Front Desk associate did not immediately offer the breakfast voucher and before either guest could get feet from the front desk she corrected herself The gentleman took the vouchers and walked across the lobby to our water station and came back after a few minutes and [redacted] was demanding they both get cash as he stood on the Front Desk and leaned across the counter into the associateMs M [redacted] was immediately called upon to assistMsM [redacted] reached out to Marriott Rewards to get clarification because she could find nothing on MGS that states a cash paymentPer Marriott Rewards since the guest took the vouchers then the obligation was completeMarriott Rewards also mention these two guest were from Starwood and the question was raised if they might be misinterpreting the program or might be looking at something totally differentMsM [redacted] was able to satisfy [redacted] by providing him a $food and beverage credit (excluding alcoholic beverages) to use in our restaurant , plus both Marriott reward accounts # [redacted] and [redacted] were provided the points of each, plus the breakfast vouchers for a full buffet breakfast vs the standard continental [redacted] did all he could to obtain a full $in a food and beverage credit but in the end came to the agreement aboveAll of this was day one January 5thJanuary 6th- [redacted] approach the Front Desk and insisted he had read that he should be getting a beverage and appetizer and wanted more, so the supervisor provided them with two - complimentary appetizer vouchers- no beverages are included with this offer and advised [redacted] they could use one per sitting, such as lunch and dinner for the dates indicated [redacted] became combative in the restaurant insisting on combining his vouchers and to include beverages and the Manager On Duty for the weekend was asked to get involved by the restaurant staff only because he was making a vocal scene amongst other patronsBoth Front Desk Supervisors were addressed and had discussions with their Manager on the proper and easier way to handle a guest like [redacted] **which they both found overwhelming with his combative nature, non the less a lesson was learned and they are two dedicated associates and better for it

July 9, 2014Dear [redacted] :Thank you for your email to the Revdex.com regarding the stay at the [redacted] CourtyardWe appreciate your comments and I am pleased to respond on behalf of Marriott International.I apologize for any frustration you have had with this matterI have spoken at length with General Manager Sean O’***The hotel’s records reflect Sean checked you in and remembers being provided your Marriott Rewards number and your credit cardThe credit card records confirm this card was swiped into the system on 6/16/Additionally, you responded to a Guest Satisfaction Survey with the same email address that was on your reservation [redacted] , our records could not reflect a swipe on your credit card if it was not physically presented to the hotelIf you were not present at the hotel, is it possible your credit card was stolen? Have you had any other unauthorized charges to this account? I have enclosed with this email the Guest Satisfaction Survey and the folio stating that your card was physically swipedIf your card was stolen I would encourage you to notify your credit card companyI would also check to see who has access to your email account as a precaution[redacted] , although we regret your continuing frustration in this matter, we remain unable to offer compensation due to our findingsWe again apologize for these unfortunate circumstances and hope to welcome you as a guest in the future.Sincerely,Diane K

Dear Valued Guest; Your letter to the Revdex.com has been referred to me for a responseI apologize you were not informed of the $cleaning charge posted to your credit card without informing youThat should not have happened and was credited this afternoonYou should see the adjustment within 5-business daysBased on the detailed information you provided and the fact you and you husband don’t smoke, please accept my apology for this unfortunate misunderstandingWhile I am investigating to see how this incident occurred, I hope this incident won’t keep you from enjoying Marriott Hotels in the futurePlease contact me should you have any further questionsSincerely,Maureen C [redacted] General Manager Courtyard by Marriott Rancho Bernardo Bernardo Plaza CtSan Diego CA,D ###-###-#### F ###-###-####

From: [redacted] Sent: Tuesday, August 19, 3:PM To: [redacted] Subject: Courtard Marriott [redacted] Dear [redacted] ***, I’m reaching out to you as you have contacted MrMarriott’s Office of Consumer AffairsI’m deeply sorry to hear about the issues you encountered on the night of July 22ndI would like to assure you this is not typical for our property and I’m deeply sorry you had to go through all these troublesCustomer service is our top priority here at the Courtyard Marriott [redacted] , in your case we failed miserably and I take full responsibility for what happened to you that nightWe issued 20,Marriott Rewards points to your account yesterday, which is the equivalent to free nights at a property like ours, and you should be able to see your balance reflect that creditI understand that does not make up for what happened but I hope you accept it with my sincerest apologies I apologize again and thank you for the loyalty to the Marriott Family of Brands! Warm regards, Stan Stan I [redacted] General Manager Courtyard by Marriott [redacted] , IN [redacted] Tel: [redacted] Fax: [redacted]

Dear [redacted] , Your letter to the Revdex.com has been referred to me for a response I had left you a voice message yesterday, but thought an email today might speed up our conversation I understand that you would like to have the charge for your recent ‘no-show’ reservation rebated We do follow Marriott and industry standards and charge one night’s room rate and tax for situations such as yours when the guest does not arrive for a guaranteed reservation This policy allows the guest to be assured that the hotel will have a room available for them every time he/she makes a guaranteed reservationSince we had no notification of your decision not to use your reservation, we did hold a room for you which went unoccupied As Michael F [redacted] , our front office manager, had previously communicated to you we can, however, be somewhat flexible with enforcing this policy Rather than simply retaining the charge, we are willing to apply it towards a future reservation at The Residence Inn by Marriott BronxIf you are interested in this alternative, please advise us of a new arrival day Of course, this new reservations would not be refundable or cancellable Please call upon me if I may be of additional assistance to youSincerely, Clement C*** It’s better in The Bronx! Clement C***General Manager T: ###-###-#### | C: ###-###-####Residence Inn New York the Bronx at Metro Center Atrium

[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: Jennifer D [redacted] Corporate Liason MrMarriotts Office Jennifer D [redacted] I am saddened to receive a response from the office of MrMarriotts himself, that claims had done their research of my issue but really not You have not done your due diligence of the matter, and if claiming so, not quite thoroughly It just shows to prove how ineffective Marriotts handle situations like mineAlso, FYI, my last name is [redacted] and not [redacted] So many mistakes, rushing just to send a denial, extremely disappointingThis is similar to Ricky S***’s, from your Look No Further department, very careless and unthoughtful response too This is your response: “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.”Though I agree with the Deluxe Room name and price comparison is with your Cottage Room, what you failed to see is the description of both rooms on ***.com’s website are the same All your employees I talked to have seen what I saw and agreed with me that it was an errorBut that is not the consumer’s problem therefore I have a legitimate claimEach ***s name their type of rooms differently, they do this so they can identify exactly what they sell to the publicEach specific descriptions are also mostly used internally, so the ***s would know which ones are the upgraded rooms or not However, when consumers call for room reservations, they only look or base their reservations on what the room has inside, to accommodate each of the customer’s need We don’t call to ask if you have a King Suite, Presidential, Queen Standard, Deluxe Room or Cottage with 400+ or sqr ft rooms, we ask for a room with either or beds and other amenities in the room and how much is the cost of a particular roomIn my case, I have not been in your [redacted] therefore don’t know the type of rooms you have nor sizes nor location nor squarefootages, I only asked for a room with Double beds, sofabed and fireplace I understand that the Cottage has that, that’s why Marriotts gave me that room in my initial reservation However, when I called ***.com, their Deluxe Room offered the same accommodation with Double Beds, sofabed and fireplace that’s why that is what they gave me when I made the reservation with themBoth reservations are confirmed and guaranteed with my credit cardThat’s where the problem and confusion wasI was told after my booking that the Deluxe room with Double Beds, with sofabed and fireplace does not exist at your property at [redacted] at Sonoma Renaissance, but is published on ***.com’s website at the time of my booking and I have the confirmation email to prove it, unless your e-commerce department had it changed and corrected already on their websiteBottomline, regardless of whether this is a ***.com or Marriott error, to me since the Deluxe Room with Double Beds, sofabed and fireplace doesn’t exist in your property at The Lodge Renaissance, clearly this is advertising ***.com, whom which is your partner, is publishing inaccurate information about your properties The failure of Marriotts to protect us consumers, failure to investigate accordingly, really see it from my point of view thus continue to give me inaccurate responses are very disappointingI hope you guys change and train you people more to better handle situations like this Perhaps, do a thorough investigation first rather than blasting inaccurate and unthoughful responses or going back to a customer with an immediate denial That’s unfair business practice to assume that we are on the wrong, right away.Though I reject your response to my complaint for I strongly disagree with your reasoning, I will not pursue my claim for I have come with a resolution with your local property already The Director of Rooms at [redacted] ***, MrCameron S***, called me MrCameron S [redacted] was very understanding about my situation He thoroughly researched my complaint first, prior to contacting me, had all the facts on hand, listened to me and then, proposed a fair resolution for which we both agreed I can't thank him profusely enough for his awesome customer service skills and I commend him for his effort to go beyond the call of duty to help a consumer like meI wish all your employees are like him.But, thank you for whatever time you gave anyway.Sincerely, [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 Regards, [redacted] **

Tokyo Marriott Hotel is a category eight hotel and requires 40,points for one night Guest was short 3,points hence the reason for being billed for Reservation Confirmation: [redacted] As a gesture of our goodwill to resolve we gave the guest the 4,points needed and ordered the *** award for 40,points that was required The Tokyo Marriott hotel then refunded the guest credit card, this will reflect in 7-business days We can not comply with the request of a FREE NIGHT (40,point value)

November 7, 2014> [redacted] ** [redacted] Dear [redacted] : Thank you for speaking with me this morning regarding the challenges you received from all the phone numbers that you contacted Please accept our sincere apologies for any poor service you may have encountered On the Marriott.com website (gifts.marriott.com) it is noted, “Contact Us: ###-###-#### *Monday – Friday: a.m – pm EST/ Saturday: am – 4:pm EST.” It is right below where you choose to select “Mail a GiftCard” or Email an eGiftCard.” We apologize that we are not able to offer any type of compensation regarding this matter I appreciate your taking the time to bring this to our attention Sincerely, Line K [redacted] Corporate Liaison MrMarriott’s Office

Dear Revdex.com, Marriott Claims and [redacted] have come to an agreement and papers signed Issue is closed Diane K [redacted] Corporate Liaison MrMarriott’s Office

[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 the funds were returned to my account on August 15thWhile I am happy to have received MY money back from the hotel, which they should never have taken, I am highly unsatisfied that it took days for them to credit it back to meI did receive a voicemail from Tyler, assistant manager yesterdayI would also like to note, for your training purposes, that I left a review on [redacted] to which general manager Troy responded, that I should have called my bank to dispute the transactions, which I did do, however they they asked for a copy of the bill, which I never received when we checked out, since the girl at the front desk said the printer was malfunctioningWhen I called to try to get this from the hotel, I was told that Troy was working on the folio and I could not get a copy at that time, but he would get back to meAll I wanted was some form of communicationTroy, as the general manager, and I use that term very loosly, never once called me to say Hey, sorry this happened, or, I am working on this, NOTHINGI left probably or messages for him and he NEVER ONCE returned my calls, and the only time I talked to him was one time when I called corporate and they were able to get him on the phone right awayThis really put a strain on the rest of our vacation and I am absolutely appalled by the unprofessionalism of your staffPlease be assured that I don't need any further calls from the hotel, as I will never stay in a Marriott or any affiliate againThis was a terrible experience 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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: if this is your shot at a callous and frankly disingenuous response then you have succeededWhat you chose not to do is hold this particular location accountable for answering the question of how $is 'reasonable' for this location in Virginia when empirical evidence shows that it is NOT in line with other Marriott chain hotels in the region including Richmond, VA where some rates are as low as $but none exceed $If you want to expand the aperture to the DC Metro area then the fees expand to $175-So by that proxy what Marriott is telling me is the Waynesboro, VA cost of living is closer to Washington, DC then it is to Richmond, VAI know your HQs are based in Montgomery Country, MD, so none of this should be a shockThe signal you are sending is these hotels are allowed to increase the pet fees with absolutely ZERO evidence to suggest the increase is warrantedInstead what a proper response could have been was that you talked with the hotel and asked them why they increased the fee and if (1) it truly was warranted and (2) had they examined an analysis of alternatives as to why this was needed instead of perhaps decreasing costs in other areas If this is the chosen response that Marriott is going to provide then I will certainly take that into consideration for all future travel we do with our petsThe apparent stance by Marriott is 'we don't care' and 'you just have to deal with it.' Sadly this is just another case of when a large company no longer cares about the actual customerIf anyone actually does care about this I would actually appreciate a call at ###-###-####v/r, [redacted] Regards, Cody S [redacted]

The hotel has added 2,Marriott Rewards points to the guest's account and refunded one night's room and tax charges Although we regret the guest's continuing frustration with his experience in Key West, we are unable to offer compensation beyond that which has already been provided I have contacted the guest via email to inform him of our decision.- Sara T [redacted] , Corporate Liaison, MrMarriott's Office of Consumer Affairs

[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: this is absolutely fraud My car was a brand new lease at the time that I stayed at the hotel There were no scratches or damages to the vehicle before the vehicle was placed in the care of Marriott's onsite Parking facility at Foggy Bottom I consistently check the condition of the vehicle before and after turning the vehicle into the Parking attendant; and if there indeed damage to the vehicle, why would the Parking Attendant not point it out to me before taking control of the vehicle This is not true!! I am very disappointed with this company I have been a loyal Marriott member for over years now I am appalled how these individuals who are working for this organization have managed to disregard phone messages and email correspondences sent to them; and now have the audacity to say that they have contacted me via mail but if you have a customer who has been calling for months now indicating that s/he has not received a resolution; why would an organization not make an attempt to call that customer and discuss the outcome of the claim Again, this reflects questionable business practices By the way, I am able to receive mail from either addresses provided Regardless, the address provided to the hotel was the correct address and confirmed by Steven Kopelman; but the point is that the letter was never sent by Marriott until I finally contacted the Revdex.com I am still disputing this claim Regards, [redacted]

From: S***, Jennifer Sent: Thursday, August 21, 7:PMTo: [redacted] Subject: RE: tax exemption Good evening [redacted] ***, I have submitted the request for the credit adjustment with refund to your credit card in the amount of $ It may take a few days to see the credit on your account Please let me know if you have any issues going forward and I’ll be happy to assist In addition, if you do plan on returning in the future please let me know If we have the availability to upgrade your room to an atrium view I would be more than happy to do so Please let me take this time to personally thank you for your service to our country If I can ever be of any assistance feel free to reach out to me Sincerely, JENNIFER S [redacted] | Accountant Generalist / Convention Billing [redacted] Resort & Convention Center [redacted] ***, [redacted] , TN [redacted] P ###-###-#### F ###-###-#### [redacted] HOTELS EVERYTHING IN ONE PLACE [redacted] com | [redacted] .com/ [redacted] Resort | [redacted] From: [redacted] [mailto: [redacted] ] Sent: Wednesday, August 20, 7:PMTo: S***, JenniferSubject: Re: tax exemption Thank you If you can do so and refund, please refund on the [redacted] ending in *** Due to federal regulations, I could not wait any longer and had to file my travel claim today and the other [redacted] is my federal travel card and the card has been settled with my account and claim I cannot be credited back on that one now Jennifer...I appreciate you looking into this As I stated, I am/was a loyal Marriott customer I am from [redacted] , hence the extra night there to visit family I come to Tennessee at least once a year from Florida and typically go to the [redacted] Music Festival by [redacted] that is held downtown This year, they did not hold the event I have stayed at the [redacted] while in the military and after retiring and working as a manager for ***, I attended several expos and conventions there This was my first time since the floods a few years ago I have been telling my wife how nice the [redacted] is for years and we had planned on staying there in the future when we travel back to Tn This has been frustrating and I certainly didn't think it was going to be such an ordeal, especially being on official travel Thank you for looking into this and someone finally doing something R/ *** Sent from my [redacted] On Aug 20, 2014, at 7:PM, "S***, Jennifer" wrote: [redacted] ***, I’m more than ready to resolve this today I just wanted to speak with you to make sure I was doing it correctly based on the information I have and I simply needed your input It seems there are several people working on your behalf and I’m sorry that it has not been resolved as of yet I did leave a voice message for you on the phone number ###-###-#### associated with your Marriott Rewards Account Based on the information I have thus far, it seems that Paula B [redacted] (Accountant with [redacted] ) sent information concerning tax exemption compliancy in the State of Tennessee I do apologize that the front desk agent was not able to explain this upon check in and that it has taken some effort by you to be addressed I am not able to remove taxes due to our state law however what I can do is refund an amount equal to that to one of the credit cards you used as a credit adjustment from the hotel for any inconvenience I’m showing the tax amount of $ Additionally, I looked at the parking charge and only saw one night of parking for $which I am more than happy to refund as well The total amount for parking and taxes is $ It generally can take 24-hours for the refund process and I just need to know which credit card you would like refunded If you need to split the credit between the two different cards please let me know Sincerely, JENNIFER S [redacted] | Accountant Generalist / Convention Billing [redacted] Resort & Convention Center [redacted] Drive, [redacted] , TN [redacted] P ###-###-#### F ###-###-#### [redacted] HOTELS EVERYTHING IN ONE PLACE [redacted] com | [redacted] .com/ [redacted] Resort | [redacted] < [redacted]