Marriott International

The hotel General Manager wrote Mr [redacted] and apologized for the difficulties he had at the hotel and initiated a refund of the night's charges (Euro 188.02) We sincerely apologized to Mr [redacted] for the difficulties and placed 50,Marriott Rewards points into his account for the problems with Reservations and customer service Were Mr [redacted] to purchase the 50,rewards points, the charge would be $

T From: Darrel S [redacted] [mailto:ds [redacted] @***.***] Sent: Monday, June 20, 12:PM To: [redacted] Subject: RE: Marriott Customer Care Issue - [redacted] - [redacted] Here is a copy of the email I sent him[redacted] ***Your letter to the Revdex.com has been referred to me for a response I would like to apologize for the delay involved during the investigation, but I did fell it was necessary to talk with everyone involved because we were not able to locate the items in question After talking with all the staff members that interred your room and cleaned it, unfortunately none of the staff saw the items and we were not able to locate your items Out of good faith the hotel would like to offer you points to be applied to your Marriott Rewards account.I hope this meets with your approval and if there is anything else I can do for you please contact me.Thank youDarrel S [redacted] General ManagerResidence Inn of Forsyth###-###-####

Response to guest from Shop Marriott, complaint # [redacted] Shop Marriott customer service manager has reached out to guest and responded to his request color="#000080" size="1" face="Helv"> [redacted] will be returning the law labels from his mattress and box springs to Shop MarriottOnce we are in receipt of the returns labels [redacted] will be refunded $ 2.012.50.Sincerely,Customer Service ManagerShop Marriott :::

I have reviewed the response made by the business in reference to complaint ID [redacted] , and we have come to agreement by personal email corespondents Regards, [redacted]

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]

Dear Revdex.com, Spoke to General Manager Ryan D [redacted] and he advised as long as she has a credit card at chethe guest may pay the $in cash when she arrives 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.] Better Business Bureau: 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]

Associate counseled on customer service skills and how to handle situations under pressureAs a good will gesture, hotel General Manager offered to have [redacted] return to the hotel and would take care of the charges

MrY***, the General Manager, reports he has been in contact with the guest and has agreed to refund two nights rather than just one He stated the guest seemed very pleased with this result We now consider this issue closed

[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 have contacted the travel web company I used to book the hotel room and they stated that they don't issue refunds and stated I should contact marriott for a refund It seems that I am just being given the run around Regards, [redacted] ***

GM sent the following e-mail to the guest: [redacted] , Blessings to you on this Thursday afternoon I have been made aware of a lingering concern relative to a previous stay in October I was concerned to learn that you were double charged and even more troubled at our lack of follow up to resolve the issue Please know that your satisfaction is of the utmost importance to our level of doing business Please allow me to apologize for the difficulties you have had in an attempt to bring this matter to a successful resolution I credited your card in the amount of $a few moments ago This will typically take 2-business days to show up on your account In the event you have any further questions, do not hesitate to contact me directly My number is ###-###-####Warm Regards, Chris A***Area General ManagerTownPlace Suites by Marriott Boca RatonSpringhill Suites by Marriott Boca RatonOffice: ###-###-#### | Email: [redacted] @ [redacted] .com

[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 They have however, advised that it will take weeks to process which seems like an inordinate amount of time I would like to reserve final acceptance of this resolution pending receipt of the refund and gift card Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response is accurateWe're highly disappointed that corporate just redirected us to the local business that failed to remedy the issue four time priorIt was as though they did not care enough to assist with the matter themselves Regards, [redacted]

From: [redacted] , [redacted] Sent: Tuesday, May 27, 2:PMTo: ' [redacted] 'Subject: RE: [redacted] Marriott Issue Dear ** [redacted] , I have been in contact with ** [redacted] at the [redacted] Marriott who confirmed that they placed a check in the mail later in the afternoon on Thursday, May 22, for the amount of the over drafts You should hopefully have this check by the end of this week Please let me know when you receive this so I know have confirmation that it arrived Warm Regards, [redacted] Corporate Liaison MrMarriott’s Office Email: [redacted] Phone: ###-###-#### Fax: ###-###-#### This 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 From: [redacted] [mailto: [redacted] ] Sent: Tuesday, May 27, 12:PMTo: [redacted] , [redacted] Subject: Re: [redacted] Marriott Issue Thank you for your replySince I filed the complaint, the hotel has refunded to my account the amount for which I was billedI am, however, still waiting for the $in overdraft charges that I incurred as a result to be refunded as well -----Original Message-----From: [redacted] , [redacted] < [redacted] >To: [redacted] < [redacted] >Sent: Tue, May 27, 1:pmSubject: [redacted] Marriott Issue Dear ** [redacted] , Thank you for taking the time to contact the Revdex.com about your experience at the [redacted] Marriott Your comments are very important to us and I am pleased to respond We were very concerned to learn of your billing issues and over draft fees that resulted from this ** [redacted] , I have taken the liberty of sharing your remarks with General Manager [redacted] and asked that a member of the management team follow up with you directly Thank you again for taking the time to share such helpful feedback Sincerely, [redacted] Corporate Liaison MrMarriott’s Office Email: [redacted] Phone: ###-###-#### Fax: ###-###-#### This 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

I contacted the guest by telephone to apologize for his experience The guest accepted a $Marriott Gift Card and will give Marriott another chance - Sara T [redacted] , Corporate Liaison, MrMarriott’s office of Consumer Affairs

We are responding to complaint number [redacted] Please accept our sincere apologies for the frustration this has caused After looking over Ms [redacted] ' case, we will stand with our original offer of a $rebate to her credit card that was left on fileAt this time we are unable to honor Ms [redacted] ' request of a full refund As a gesture of goodwill, MrMarriott’s office has added 15,rewards points to your Marriott Rewards account, to use towards a future stay at a category 1-Marriott hotel upon availability Please know your business and your loyalty is important Thank You, Washington DC/Embassy Row Courtyard

The guest had three rooms and was only being charged for two of the rooms The guest then had issues in one room of the rooms and was told that they would receive a refund on that room The guest was then charged again for the two rooms in error In total, the guest was charged for four roomsThe guest has been refunded three of the four charges which is correct

General Manager advised the guest was in the room with the broken toilet for only one night and then he and his wife were room changed to a room which had a working toilet As form of tangible apology, she promised guest 40,points plus two complimentary nights Through a clerical error, only 15,points were deposited in his account I have today deposited 25,points into the account to bring the balance to 40,as promised by the hotel and have added another 20,(total 45,000) for the error and having to wait so long to get this resolved

The hotel Assistant General Manager expressed her apologies on behalf of the property and sent the following e-mail to the guest: [redacted] , Thank you for contacting customer care with your concerns I am sorry your recent stay was not as pleasurable as you had expected it to be I would love to discuss the details of what happen with you further I want to ensure I have and am addressing them to ensure this does not happen to you or any other guestI did not want to interrupt your honeymoon time and that is why I decided to email you Please give me a call when you have returned from your honeymoon so we can discuss your concerns further I sincerely apologize to you for what happened in this situation I have credited your credit card ($121.68) night’s room and tax for your last night’s stay and have applied Marriott Rewards to your Marriott Rewards account number [redacted] [redacted] , I look forward to speaking with you when you return from you honeymoonBest Regards,Darleen D [redacted] Assistant General ManagerResidence Inn by Marriott – HomewoodState Farm ParkwayHomewood, AL [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 terms do not say anywhere that you can limit what rooms in a category 1-the certificate is applied to - plain and simple Chase not only agrees with this, but tried to explain this to Marriott's people Marriott does not want to honor the certificates fully If Marriott has written rules which avoid applying the certificate fully, it is still Marriott not honoring the certificate fully and it is not proper It is really that simple Regards, [redacted] ***