Marriott International

The hotel reported the General Manager had been in contact with [redacted] and in addition to extending an apology, as there was no intent to single him out or embarrass him, and additionally refunded the entire $per fee and the $tax The credit folio has already been processed by the hotel and should appear on [redacted] 's account in to business days, depending upon his bank's processing time

[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: My fifth request to receive a copy of my Marriott Rewards statement for the past months has gone ignored and I am still contesting the incorrect removal of the additional 160,points from my account The hotel in question, Marriott Paris Opera, is saying that despite me using points to pay for the room (twice), I still owe them resolution for the room and they have sent me the attached bill Regards, [redacted] [redacted]

The hotel utilizes a third party company to provide valet service and operate the parking garage The valet noticed the damage on the vehicle and marked it on the diagram of the valet receipt prior to accepting possession of the vehicle In addition, the damage to the vehicle was not consistent with the type of damage that could have occurred in a parking garage setting The claim was processed through Colonial Parking and they denied claim The claims adjuster sent the guest a letter but the letter was not sent to the address the guest provided the Revdex.com so she may not have received it We have asked the adjuster to reach out the guest at her current address and provide her with a copy of the letter - Sara T [redacted] , Corporate Liaison, MrMarriott’s Office

[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: This is what I have sent to the hotels management company and what I had requested from the actual Marriott itself, their Operations manager and had not received any response, thus having to leave the hotel.: I have been a long term resident since late June along with my very ill wifeAn issue was brought to my attention around March by Cailin R [redacted] , General Manager and Sidearis H***, Operational Manager, about my bill not being charged due to them having a renovation and the office system was moved to a room during that timeNow during this time I had just come off of rewards points in which to use them I was told you have to have a $balanceSo upon coming off my points and returning to pay my bill was in December of 2015, so going into I did not have a balanceBut the management is stating that without telling me they had to take off a balance and add it back at the end of the year something or anotherNow why I was not told this until March 2016, when I see MrH [redacted] around the property numerous timesAnyway, you don’t have to tell me to pay my bill, so I continued to pay my bill either on a Thursday after midnight when I come from work or that Friday when I come from work like clock workSometimes I may have gotten behind a few days or soAt the time I could not prove it why I was receiving all these rebates and/ credits to my account, never told why by your managementI have also noticed that my file’s history has been wiped out several times by MrH***I noticed during the month of September I had paid my bill in cash the way I always do, the following week when I paid my bill that cash payment was turned into a rebateI inquired about it when I paid my bill with the young lady Marney C [redacted] and she stated to me that MrH [redacted] was the individual who had made this changeNow staying at your hotel for so long I did not think I needed to keep my bills when I paid them, but thank goodness I had some from December of going forward after being approached about this issue of not being charged approximately $4000+ dollarsWe have been so inconvenienced with this information being told me, I received no rewards for the entire year of up until I checked out on last night Monday, January 30, So imagine how much money I could have savedTo pacify the situation I was given 10,points from MrM [redacted] who works for Marriott upon telling him of the situation, he basically agreed with what the manager told himAlso in rebutting this issue with MrMarr I was given different reasons as to why this issue occurred, they never stuck to the original reason which is they system did not charge meDuring my stay both MsR [redacted] and MrH [redacted] and the entire staff was very nice, but that relationship was tarnished in March of and further tarnished in September when I discovered that MrH [redacted] had changed my cash payment to a rebateNow what I am proposing is that if any of the previous rebates on my account where made on days when I made a cash payment then they to were changed to rebates to look as if I had not paidAlso, one of your staff members informed me that MrH [redacted] had made a joke, that he was going to perform on MsC [redacted] by stealing the cash pot, a week or so later it really happened, he told this joke to Micheal one of the employees and MsC [redacted] told me later about it when this happenedI was in utter shock to even think that MrH [redacted] would do such a thing, also that your video system had been tampered with during this same incident to make it seem as though someone had tampered with itMy stay here was nice, comfortable for my wife and I, to have to move and put in this situation by MrH [redacted] has disturbed me dearly and I want some action to be taken and compensated for such inconvenience, paying for the entire year of and not to have received not one rewards pointNow upon me checking out on last night, I was told that my entire history had been wiped cleanI have receipts if they are needed not all but from about December to present dayAlso the day that my cash payment in September was changed to a rebate, MsC [redacted] informed me that she saw MrH [redacted] in my account and stated to her suspiciously, that he was trying to make adjustments to my accountAlso if you see the below emails upon me asking MrH [redacted] about the cash payments being changed he stated that he was going to look into it, but to this day I have not received any information or updates on this issueI am proposing also that MrH***’s imprint is all over my accountEvery time I asked him about discrepancies on my account he says he is going to look into it but never does, because he is the culprit making all these deceitful changes onto my account, also you might want to check other cash paying customers of which I was told that one customer had to go to the Mayor about the same issueI would like to be compensated for my rewards points and whatever I was cheated during my stayAlso when checking out my deposit was not availableI look forward to speaking with you to further discuss this issueAlso, I stayed in Room originally from June 2014, then Room during the renovation, then Room Sincerely, Mr [redacted] 954-736-Sent from Mail for Windows From: Sidearis H [redacted] Sent: Wednesday, November 30, 11:AM To: [redacted] Subject: Re: October 15th payment [redacted] I have been looking into your folio to see why it say rebate instead of cash paymentIt look like it has still credit you account for the amount that you payWhy it is show up like that I have look into it deeperIt look like its a mispostBut then it was credited to you account for the amount that you paidAlso I am try to lower the balance due on your accountI will get with you all as soon as I figure out somethingThanks for your patients Sid From: [redacted] Sent: Monday, November 28, 1:AM To: Sidearis H [redacted] Subject: October 15th payment Still waiting on a response from my my previous email about my October 15th payment being change from a cash payment to a rebate Thanks [redacted] I would like to have all the rewards points that I would have accrued for paying the entire year and not receiving any points and whatever I was cheated out of for this error.I could not prove this before why I was receiving all these rebates on my account, because I did not have all of my previous receipts I only had a few, but when I made a payment in Sept of with cash and went to make a payment the following in cash I noticed on my bill for the previous weeks payment that it had been turned into a rebateI asked why was a cash payment turned into a rebate that does not make sense, also upon checking out on January 31, 2017, I should have had my deposit of $returned to me and it could not be foundThere was one individual person always handling accounts at the hotel and that was Sideris H***I also want a complimentary stay sufficient of these inconveniencesIf it had not been for this employee, I would still be at this hotel, which has been my home due to me working over the road.Date Sent: 2/8/11:53:AMYes, it is connected to the previous complaint [redacted] , at the time I could not prove as to why I was receiving so many rebates on my account In September I made a payment via cash as I always do, the following week I went to make another cash payment but noticed that my previous payment was changed from a cash payment to a rebate One of the staff members told me that the Operations Manager had made such changeI then contacted the Operations manager and asked why did this happen and was told that they would look into the situation but never did I was then asked to leave the hotel a few months later I believe that this has been a recurring thing that my cash payments have changed to rebates and this is why they are stating I am owing monies I do not owe during their renovation back at the end of the year in going into the year of As I stated previously I was coming off of rewards points so I would not have had a balance Upon coming off of my rewards points I began paying my bill as usual The office was moved to a room and their system was having trouble during that time, this was told to me by one of their staff members So to come to me three months into and say that I was not charged is not my fault, as I did not need to be told that I was charged to pay my hotel bill I made my cash payments weekly as I did at the end of the week I had been at this hotel since June of and never had an issue with my bill until this time I feel I was cheated out of my rewards points for the year of and made of ashamed of because I was told to leave for an issue that was not my faultI do have a copy of my bill but need to have it scanned into the systemCan I enter it at a later time, if neededThank youRegards, [redacted] ***

Jacqueline S***, Executive Assistant for MrTed S [redacted] , GM contacted [redacted] on March 8th[redacted] she apologized for the manner this situation was handled [redacted] informed her that the credit was issued to her account on Friday, March (it will take up to 5/days to appear on her credit card statement [redacted] also as a gesture of goodwill 40,Marriott Rewards points will be posting to her Marriott Rewards account today.Best regards Line K***Corporate Liaison

The Hotel Operations Manager reported he spoke to the guest (who is in-house) and changed her rate to the group rate of $per night She was reported as very happy

The General Manager advises he has spoken to [redacted] and is giving her a $per night discount on her rate This will be in the form of a check which will take 3-weeks to process He is giving her 15,Rewards points for her stay and MrMarriott's Office will manyally post nights to her stay total at year-end [redacted] and the GM are resolving a matter of points due as compensation for an alleged pest problem which will happen today She seems satisfied with this resolution

Dear Revdex.com, Gaithersburg Marriott Washingtonian Center strives to maintain the highest standards of hospitality to create a positive experience for all our guestsWhile we do not guarantee that every special request can be fulfilled, we do our best to provide accommodations that meet our guests' individual needs.During the stay in question, our Room Operations Manager worked diligently with this guest to provide realistic options during extremely busy dates when all of the rooms at the hotel were completely bookedHere are a few key points:There was no record of a request for connecting rooms on file.Marriott Hotels do not guarantee connecting or adjacent roomsThe guest was offered room [redacted] across the hall from her other room, which was ***.When the guest complained that room [redacted] was designed as handicapped accessible-room that was available, which is down the hall.When the guest further complained she was provided the option of moving both guest rooms to a different floor (which she declined) due to it being a huge inconvenience.The guest's reservation record did contain a request for a guaranteed king bed, which was provided, and the guest also requested a double room, which she receivedThe room guarantees were met so no charges will be refundedWe appreciate your attention to this matter.Sincerely,Carla G***

[redacted] Sep to me Dear [redacted] , Thank you for your call today On 09/02/14, after playing a few days of phone tag, I was able to make contact via phone with [redacted] I called and spoke with [redacted] , and apologized for her frustration relating to this experience I assured her that her concerns were being addressed, and as a gesture of goodwill, I offered to place 15,Marriott Rewards points into her account She accepted and thanked me for my call Please let me know if you have any further questions Thank you, Candice C [redacted] Corporate Liaison MrMarriott’s Office Phone: ###-###-#### Fax: ###-###-#### [redacted]

Dear [redacted] ***, Thank you for your letter to the Revdex.com It is been referred to me and I am pleased to respondIn researching your information, I do find that the Look No Further Claim was processed according to the information provided in your claim In speaking with the supervisors on the LNF team, they reviewed the claim prior to you contacting the Revdex.comThey identified that you were using a “member rate” Within some comparison sites “member rates” can be utilized in the claim process as long as there are no restrictions on being a member They made an attempt to reach out to you to clarify and review the claim, but once the issue was sent to the Revdex.com, they could no longer pursue further clarification and make adjustments I apologize for any inconvenience this has caused and we certainly understand your frustration There are many comparison sites utilized by guests when submitting a claim When your claim was processed, the team was not aware that you were signing in to the site and received special member ratesWhile we try to make every effort to locate what the guest is referring to, many times when a site has special rates available if you sign in and join their program, it is not often readily apparent to the LNF teamPlease know that our intention with the Look No Further Program is to ensure that our properties are providing the lowest rate available to all our guests This program is designed to advocate for the guest and provide the guarantee In reviewing the claim, you indicated a rate of $65.00, before taxes, was available on the comparison site The deduction of 25% off that rate would have given you a rate of $per night, before taxes, with a savings of $ While I am not able to reduce the rate on your past stay, I would like to offer you a $Marriott Gift Card that can be used at another Marriott property of your choice The total amount of points you would have earned for this stay would have been Marriott Reward points A total of Marriott Rewards points was placed in your account earlier through Customer Care Please expect the gift card in the next business days [redacted] ***, we sincerely regret your disappointmentI hope you will continue to submit claims to the program and that we will be able to welcome you to a Marriott hotel in the futureWarm Regards,Lisa H***Corporate LiaisonMrMarriott’s Office

We have been unable to contact the guest via telephone so we have reached out to her via email The $charge is for cleaning, disinfecting and extracting moisture from the mattress in her guestroom The charge also helps offset the revenue loss that occurs due to the amount of time the room is out of order and cannot be resold We have offered to refund 50% of the fee as a gesture of goodwill and await a response from the guest - Sara T [redacted] , Corporate Liaison, MrMarriott’s Office of Consumer Affairs

We have fully refunded the remaining charge of 129€

Customer Care Guest Experience Issue Issue Type Email Status OpenAddressed To Revdex.com Level ***Issue Record Number [redacted] [redacted] Type Service Provider Customer Care Brand ***Docs Sent By email Property Id ***MARSHA Property Code *** Property Name San Juan Marriott Resort & Stellaris CasinoTime Zone (GMT-04:00) Atlantic Time (Canada) MBS NoRegional Desk ***; *** [redacted] (1x) NoAddress Ashford AveProperty Phone ###-###-####State Puerto Rico City San JuanProperty General Manager Jose G [redacted] Zip *** Deflag Date Property Email [redacted] @marriotthotels.com [redacted] @marriotthotels.com [redacted] @marriotthotels.com [redacted] @marriotthotels.com [redacted] @marriotthotels.com [redacted] @marriotthotels.com [redacted] @marriott.comStatus Open Date / Time Closed Date / Time Opened 06/27/04:PM MDT Overdue Age of Issue (Days) 1Assigned To [redacted] *** Manager Betty E [redacted] Entered By Lisa H***IATA Number Priority High1st Notified Date Last Notified Date Promise Closed Date Audited N/AResponsibilityWhat is this? Hotel Service or Other Hotel Error Marriott Rewards Account Number [redacted] Marriott Level RegularTitle Ritz Member NoFirst Name [redacted] Last Name [redacted] Contact Name Address Belongs To GuestCompany Name Address [redacted] ***City Clinton State/Region MDZip / Postal Code *** Country Home Phone Work Phone Mobile Phone ###-###-#### Fax Email Address [redacted] @***.com [redacted] @ [redacted] .comConfirmation Numbers [redacted] Cancellation Number Arrival Date 06/09/Departure Date 06/12/2016Disputed Currency Posting Date Disputed Amount No of Nights 3Primary IssueOther IssuePrevious Issues HistoryKaren A*** 6/14/8:58:AM - Issue___________________________CUSTOMER EXPERIENCE INFORMATIONCustomer Information: [redacted] ***Clinton , MD ***Daytime Phone: ###-###-####Fax: ###-###-####E-mail: [redacted] @ [redacted] .comThe details of this matter are as follows:Complaint Involves:Customer Services Issues Customer’s Statement of the Problem:I booked my stay at the San Juan Marriott Stellaris in AprilMy Booking was advertised as follows; Buy two nights get one freeMy reservation confirmation did not reflect the promotionI called for clarification in April and was told that the adjustment would be made at checkoutIn addition the agent actually calculated the adjusted amount so that I would know what my final charges would beUpon Checking in to the Hotel on June 9th, the amount was again differentI was not clear about the charges upon check in so I called customer service againAgain I was told that the third night would be taken off at check outI inquired about how to proceed in the event that the third night was not taken offI was told that I would receive a copy of my bill prior to check out and that I would be able to resolve any issues then, and in the event that It was not taken care of to call customer serviceOn the day of check out I tried to go an resolve the bill and ended up having to call customer service as I'd expectedTo no availThe agents I spoke to on June 12th began to back pedal even though they confirmed that the hotel manager, Jennise's, explanation did not add upI spend most of my morning 7am to 10am trying to get this resolvedThe hotel manager told me to call a number and ask for the name and department of the people I spoke with because all calls are recordedShe said to get the name and department of the person that told me it would be taken off and they would just charge the third night to that persons departmentI called the number and was told that they have no record of the other calls only the calls from June 9thI was given the run around, passed to several supervisors and no one was of any helpI spoke with Karen Ash, and Patty at one pointI was told that it would be handled by the hotel managerI also asked for a late checkout to compensate for the 5+ hours of my vacation I spent dealing with this and was told I had to payWhen I finally tried to check out I was told that the manager was still working on my bill and that my receipt would be emailed to me that dayIt has been over hours and I still have not received anythingI am appalled that I had to go through this and angry that "Customer Service" and the employees on the ground do not have the same informationI made arrangements and was confusedI called Marriott for clarification and made my plans based on that information only to have it not be honored and cause confusionI also don't appreciate being treated like I was making up my story because I didn't have an email or the record number for all the conversations I hadThis is no way to treat a customer.Complaint Product/Service: Hotel StayPurchase Date: 4/28/2016Problem Occurred: 4/28/2016Model: Account Number: Order Number: Talked to Company: 6/12/2016Talked to Company (2nd): 6/9/2016Talked to Company (3rd): 5/3/2016Name of Salesperson: Purchase Price: $781.95Disputed Amount: $Desired Outcome/Settlement: I would like my bill to reflect what I was toldI would also like compensation for the confusion, stress and anger I had to endure on my vacationI would also like the money I had to pay for a later check out to be refunded because I spent hours at the front desk and on the phone trying to get this resolvedI would like Marriott staff to not lie, and change their story, and I would like for them to all have the same informationIf they do have the same info I would like to not be lied toYou shouldn't say you record conversations if you don't and every person I spoke to did not note the accountThose that did but vague useless commentsWhich means I had to recount the issue every time I spoke with someoneI feel that my entire stay was ruined because of thisI actually feel that it all should be refundedDesired Settlement: Billing Adjustment ::: Gregory M*** 6/12/8:29:AM - Issue___________________________ [redacted] said:- I spoke with associates multiple times and they explained that the package deal I booked would only show charges of $& $plus taxes and resort fees for days for [redacted] and $& $plus taxes and resort fees for days for [redacted] - My confirmation emails were not clear and I called back and every time I was told that I was going to be charged - charges of $& $plus taxes and resort fees for days for [redacted] and $& $plus taxes and resort fees for days for [redacted] - I will send you the email confirmation; but I feel that I should given what I was told- Since you can't resolve this today by the time I check out; I will file a formal complaint and report this to the Revdex.com ::: Patty T*** 6/12/7:44:AM - Issue___________________________ [redacted] said:- I got a reservation where if I buy two nights I get the one night free.- I got the confirmation and it is showing that I paid for three nights.- I called customer care back and they said the 3rd night would be taken off at the hotel.- Then I get to the hotel and they said the accounting person would have it taken off.- I know this is incorrect and I tried to get it corrected before arriving at the hotel, but it seems everyone is passing the buck and now I am ready to check out and they are billing me incorrectly.- This is just a mess and I needs to get it corrected now.- I am on a budget and don't have this kind of money:::Issues HistoryLisa H*** 6/27/4:51:PM - Issue___________________________Revdex.com Customer Comment: Second Notice 6/25/::: IssuesResearch and Customer Desired Resolution Actions HistoryMary Ann K*** 06/23/11:41:AM - Action___________________________From: [redacted] Sent: Thursday, June 23, 10:AMTo: [redacted] San Juan Executive Secretary to the GMSubject: RE: [redacted] , [redacted] - Revdex.com email (From Mrmarriott and MrArne S [redacted] 's Office0Good day Mary Ann,Thank you for the callI am working with Olga in the resolution of this caseIt refers to the way the guest is expecting to see the credit of a 3rd night free vsthe hotel setup of prorating the charges to spread evenly during the nightsWe will handle it todayIt seems this issue did not come through customer careNeither Olga nor me were able to find a previous email on thisBest regards,Reynaldo R [redacted] | Director of Operations | San Juan Marriott Resort & Stellaris Casino | ::: Mary Ann K*** 06/23/10:14:AM - Action___________________________I sent this ont the GM and EA requesting they respond ASA P, for some reason this slipped through and I just read it.***, San Juan Executive Secretary to the GM ; Rey, Reynaldo < [redacted] @marriotthotels.com>I also called Reynaldo he will work on this and respond tothe guest and Revdex.com::: Karen A*** 06/14/09:01:AM - Action___________________________forwarded to Mary Ann K [redacted] ::: Steven T*** 06/12/08:51:AM - Action___________________________Advised guest we do not see any information about who she spoke with in MayThe reservation shows that it was prorated, which means the could have spreaded theamount over the days so it looks as if the guest is being charged for nightsTried to call guest back was put on hold, I disconneted ::: Gregory M*** 06/12/08:29:AM - Action___________________________Received escalated callAsked guest to clarify what she was toldAsked guest to send email with confirmationAdvised 3-business days; I cannot solve this today as I need to research and compensation amount needs approvalDocumented history of reservations ::: Patty T*** 06/12/07:44:AM - Action___________________________- Called the hotel and spoke with Jimmi/front desk manager who said the rate is $before taxes and resort fees.- The hotel cannot show a $rate for a night so they take off one night, then take that number and and average them over a three night period.- The resort fees are at 18% and the taxes are 11%.- They will be charging her $for two nights.- What is stated on the confirmation is what they are charging her however the guest states she was told the third night would be free.- She is very upset and not getting resolution.- I told her there was no evidence of her phone call to customer care other than an "inquiry" or a simple phone call - nothing that would indicate someone told her something like the bill would be corrected at the hotel.- She said she is going to write a letter to the Better Business Bureas.- Transferring to GES::: Actions Notes HistoryMary Ann K*** 06/23/10:14:AM___________________________I sent this ont the GM and EA requesting they respond ASA P, for some reason this slipped through and I just read it ::: Steven T*** 06/12/08:51:AM___________________________Updated ::: Notes Previous Resolution HistoryMary Ann K*** 06/27/08:43:AM - Resolution___________________________Thank you Mary Ann,We will respond to the customerPreliminary, the revision of the folios in the two rooms show the 3rd night was indeed adjusted in both roomsCustomer was only billed for two nights on each room and no late check out charge was placed in the guest accountThe adjustment is reflected on the same day of the check out, June 12, meaning this was resolved on timeRegards,Reynaldo R [redacted] | Director of Operations [redacted] Dear ** [redacted] , MrMarriott’s office has forwarded your letter to us and asked that we personally respond to you on [redacted] ’s behalf.Thank you for taking the time to write and share your experience about your recent stay First of all, let me apologize for any inconveniences we may have caused you, especially for all the confusion, miscommunication and lack of follow up with you during your stay and during check out This of course is not the accustom service we pride in providing our guest and clients However, your account was adjusted after you checked out and a copy of the bills are attached.Please rest assured that the issue you sited was addressed with our Management team and Front Office manager for follow up and corrective action In our hope that we can restore your trust in us and in Marriott, we will add 80,points to your Marriott rewards account as a gesture of our goodwill.Our staff strives hard to provide and assist our guest with the best service possible, but there are times we drop the ball and inconvenience our guest, which we regret and apologize [redacted] , we thank you for your loyalty and patience and hope you can give us the opportunity to serve you better in a near future.Sincerely, Olga *A [redacted] | Executive Secretary| San Juan Marriott Resort & Stellaris Casino [redacted] See PDF scanned information requested [redacted] ::: Resolution HistoryResolutionResearch and Customer Desired ResolutionNotes HistoryMary Ann K*** 06/23/10:14:AM___________________________I sent this ont the GM and EA requesting they respond ASA P, for some reason this slipped through and I just read it ::: Steven T*** 06/12/08:51:AM___________________________Updated ::: Customer Issue SummaryLisa H*** 6/27/4:51:PM - Issue___________________________Revdex.com Customer Comment: Second Notice 6/25/::: PREVIOUS ISSUES: Karen A*** 6/14/8:58:AM - Issue___________________________CUSTOMER EXPERIENCE INFORMATIONCustomer Information: [redacted] ***Clinton , MD ***Daytime Phone: ###-###-####Fax: ###-###-####E-mail: [redacted] @ [redacted] .comThe details of this matter are as follows:Complaint Involves:Customer Services Issues Customer’s Statement of the Problem:I booked my stay at the San Juan Marriott Stellaris in AprilMy Booking was advertised as follows; Buy two nights get one freeMy reservation confirmation did not reflect the promotionI called for clarification in April and was told that the adjustment would be made at checkoutIn addition the agent actually calculated the adjusted amount so that I would know what my final charges would beUpon Checking in to the Hotel on June 9th, the amount was again differentI was not clear about the charges upon check in so I called customer service againAgain I was told that the third night would be taken off at check outI inquired about how to proceed in the event that the third night was not taken offI was told that I would receive a copy of my bill prior to check out and that I would be able to resolve any issues then, and in the event that It was not taken care of to call customer serviceOn the day of check out I tried to go an resolve the bill and ended up having to call customer service as I'd expectedTo no availThe agents I spoke to on June 12th began to back pedal even though they confirmed that the hotel manager, Jennise's, explanation did not add upI spend most of my morning 7am to 10am trying to get this resolvedThe hotel manager told me to call a number and ask for the name and department of the people I spoke with because all calls are recordedShe said to get the name and department of the person that told me it would be taken off and they would just charge the third night to that persons departmentI called the number and was told that they have no record of the other calls only the calls from June 9thI was given the run around, passed to several supervisors and no one was of any helpI spoke with Karen Ash, and Patty at one pointI was told that it would be handled by the hotel managerI also asked for a late checkout to compensate for the 5+ hours of my vacation I spent dealing with this and was told I had to payWhen I finally tried to check out I was told that the manager was still working on my bill and that my receipt would be emailed to me that dayIt has been over hours and I still have not received anythingI am appalled that I had to go through this and angry that "Customer Service" and the employees on the ground do not have the same informationI made arrangements and was confusedI called Marriott for clarification and made my plans based on that information only to have it not be honored and cause confusionI also don't appreciate being treated like I was making up my story because I didn't have an email or the record number for all the conversations I hadThis is no way to treat a customer.Complaint Product/Service: Hotel StayPurchase Date: 4/28/2016Problem Occurred: 4/28/2016Model: Account Number: Order Number: Talked to Company: 6/12/2016Talked to Company (2nd): 6/9/2016Talked to Company (3rd): 5/3/2016Name of Salesperson: Purchase Price: $781.95Disputed Amount: $Desired Outcome/Settlement: I would like my bill to reflect what I was toldI would also like compensation for the confusion, stress and anger I had to endure on my vacationI would also like the money I had to pay for a later check out to be refunded because I spent hours at the front desk and on the phone trying to get this resolvedI would like Marriott staff to not lie, and change their story, and I would like for them to all have the same informationIf they do have the same info I would like to not be lied toYou shouldn't say you record conversations if you don't and every person I spoke to did not note the accountThose that did but vague useless commentsWhich means I had to recount the issue every time I spoke with someoneI feel that my entire stay was ruined because of thisI actually feel that it all should be refundedDesired Settlement: Billing Adjustment ::: Gregory M*** 6/12/8:29:AM - Issue___________________________ [redacted] said:- I spoke with associates multiple times and they explained that the package deal I booked would only show charges of $& $plus taxes and resort fees for days for [redacted] and $& $plus taxes and resort fees for days for [redacted] - My confirmation emails were not clear and I called back and every time I was told that I was going to be charged - charges of $& $plus taxes and resort fees for days for [redacted] and $& $plus taxes and resort fees for days for [redacted] - I will send you the email confirmation; but I feel that I should given what I was told- Since you can't resolve this today by the time I check out; I will file a formal complaint and report this to the Revdex.com ::: Patty T*** 6/12/7:44:AM - Issue___________________________ [redacted] said:- I got a reservation where if I buy two nights I get the one night free.- I got the confirmation and it is showing that I paid for three nights.- I called customer care back and they said the 3rd night would be taken off at the hotel.- Then I get to the hotel and they said the accounting person would have it taken off.- I know this is incorrect and I tried to get it corrected before arriving at the hotel, but it seems everyone is passing the buck and now I am ready to check out and they are billing me incorrectly.- This is just a mess and I needs to get it corrected now.- I am on a budget and don't have this kind of money::: PRE-PREVIOUS ISSUES: PREVIOUS RESOLUTION: Mary Ann K*** 06/27/08:43:AM - Resolution___________________________Thank you Mary Ann,We will respond to the customerPreliminary, the revision of the folios in the two rooms show the 3rd night was indeed adjusted in both roomsCustomer was only billed for two nights on each room and no late check out charge was placed in the guest accountThe adjustment is reflected on the same day of the check out, June 12, meaning this was resolved on timeRegards,Reynaldo R [redacted] | Director of Operations [redacted] Customer Care Guest Experience Issue Issue Type Email Status OpenAddressed To Revdex.com Level ***Issue Record Number [redacted] [redacted] Type Service Provider Customer Care Brand ***Docs Sent By email Property Id ***MARSHA Property Code SJUPR Property Name San Juan Marriott Resort & Stellaris CasinoTime Zone (GMT-04:00) Atlantic Time (Canada) MBS NoRegional Desk ***; *** [redacted] (1x) NoAddress [redacted] ***Property Phone ###-###-####State Puerto Rico City San JuanProperty General Manager Jose G [redacted] Zip *** Deflag Date Property Email [redacted] @marriotthotels.com [redacted] @marriotthotels.com [redacted] @marriotthotels.com [redacted] @marriotthotels.com [redacted] @marriotthotels.com***[redacted] @marriotthotels.com [redacted] @marriott.com Status Open Date / Time Closed Date / Time Opened 06/27/04:PM MDT Overdue Age of Issue (Days) 1Assigned To Mary Ann K*** Manager Betty E [redacted] Entered By Lisa H [redacted] Number Priority High1st Notified Date Last Notified Date Promise Closed Date Audited N/AResponsibilityWhat is this? Hotel Service or Other Hotel Error Marriott Rewards Account Number [redacted] Marriott Level RegularTitle Ritz Member NoFirst Name [redacted] Last Name [redacted] Contact Name Address Belongs To GuestCompany Name Address [redacted] ***City Clinton State/Region MDZip / Postal Code *** Country Home Phone Work Phone Mobile Phone ###-###-#### Fax Email Address [redacted] @***.com [redacted] @ [redacted] .comConfirmation Numbers [redacted] Cancellation Number Arrival Date 06/09/Departure Date 06/12/2016Disputed Currency Posting Date Disputed Amount No of Nights 3Primary IssueOther IssuePrevious Issues HistoryKaren Atwood 6/14/8:58:AM - Issue___________________________CUSTOMER EXPERIENCE INFORMATIONCustomer Information: [redacted] E Boniwood TurnClinton , MD 20735Daytime Phone: ###-###-####Fax: ###-###-####E-mail: [redacted] [email protected] details of this matter are as follows:Complaint Involves:Customer Services Issues Customer’s Statement of the Problem:I booked my stay at the San Juan Marriott Stellaris in AprilMy Booking was advertised as follows; Buy two nights get one freeMy reservation confirmation did not reflect the promotionI called for clarification in April and was told that the adjustment would be made at checkoutIn addition the agent actually calculated the adjusted amount so that I would know what my final charges would beUpon Checking in to the Hotel on June 9th, the amount was again differentI was not clear about the charges upon check in so I called customer service againAgain I was told that the third night would be taken off at check outI inquired about how to proceed in the event that the third night was not taken offI was told that I would receive a copy of my bill prior to check out and that I would be able to resolve any issues then, and in the event that It was not taken care of to call customer serviceOn the day of check out I tried to go an resolve the bill and ended up having to call customer service as I'd expectedTo no availThe agents I spoke to on June 12th began to back pedal even though they confirmed that the hotel manager, Jennise's, explanation did not add upI spend most of my morning 7am to 10am trying to get this resolvedThe hotel manager told me to call a number and ask for the name and department of the people I spoke with because all calls are recordedShe said to get the name and department of the person that told me it would be taken off and they would just charge the third night to that persons departmentI called the number and was told that they have no record of the other calls only the calls from June 9thI was given the run around, passed to several supervisors and no one was of any helpI spoke with Karen Ash, and Patty at one pointI was told that it would be handled by the hotel managerI also asked for a late checkout to compensate for the 5+ hours of my vacation I spent dealing with this and was told I had to payWhen I finally tried to check out I was told that the manager was still working on my bill and that my receipt would be emailed to me that dayIt has been over hours and I still have not received anythingI am appalled that I had to go through this and angry that "Customer Service" and the employees on the ground do not have the same informationI made arrangements and was confusedI called Marriott for clarification and made my plans based on that information only to have it not be honored and cause confusionI also don't appreciate being treated like I was making up my story because I didn't have an email or the record number for all the conversations I hadThis is no way to treat a customer.Complaint Product/Service: Hotel StayPurchase Date: 4/28/2016Problem Occurred: 4/28/2016Model: Account Number: Order Number: Talked to Company: 6/12/2016Talked to Company (2nd): 6/9/2016Talked to Company (3rd): 5/3/2016Name of Salesperson: Purchase Price: $781.95Disputed Amount: $Desired Outcome/Settlement: I would like my bill to reflect what I was toldI would also like compensation for the confusion, stress and anger I had to endure on my vacationI would also like the money I had to pay for a later check out to be refunded because I spent hours at the front desk and on the phone trying to get this resolvedI would like Marriott staff to not lie, and change their story, and I would like for them to all have the same informationIf they do have the same info I would like to not be lied toYou shouldn't say you record conversations if you don't and every person I spoke to did not note the accountThose that did but vague useless commentsWhich means I had to recount the issue every time I spoke with someoneI feel that my entire stay was ruined because of thisI actually feel that it all should be refundedDesired Settlement: Billing Adjustment ::: Gregory Morris 6/12/8:29:AM - Issue___________________________ [redacted] said:- I spoke with associates multiple times and they explained that the package deal I booked would only show charges of $& $plus taxes and resort fees for days for [redacted] and $& $plus taxes and resort fees for days for [redacted] - My confirmation emails were not clear and I called back and every time I was told that I was going to be charged - charges of $& $plus taxes and resort fees for days for [redacted] and $& $plus taxes and resort fees for days for [redacted] - I will send you the email confirmation; but I feel that I should given what I was told- Since you can't resolve this today by the time I check out; I will file a formal complaint and report this to the Revdex.com ::: Patty T*** 6/12/7:44:AM - Issue___________________________ [redacted] said:- I got a reservation where if I buy two nights I get the one night free.- I got the confirmation and it is showing that I paid for three nights.- I called customer care back and they said the 3rd night would be taken off at the hotel.- Then I get to the hotel and they said the accounting person would have it taken off.- I know this is incorrect and I tried to get it corrected before arriving at the hotel, but it seems everyone is passing the buck and now I am ready to check out and they are billing me incorrectly.- This is just a mess and I needs to get it corrected now.- I am on a budget and don't have this kind of money::: Issues HistoryLisa Haslam 6/27/4:51:PM - Issue___________________________Revdex.com Customer Comment: Second Notice 6/25/::: Issues Research and Customer Desired Resolution Actions HistoryMary Ann K*** 06/23/11:41:AM - Action___________________________From: Rey, Reynaldo Sent: Thursday, June 23, 10:AMTo: K***, Mary Ann; ***, San Juan Executive Secretary to the GMSubject: RE: [redacted] , [redacted] PTAR-AAUGCQ SJUPR - Revdex.com email (From Mrmarriott and MrArne Sorenson's Office0Good day Mary Ann,Thank you for the callI am working with Olga in the resolution of this caseIt refers to the way the guest is expecting to see the credit of a 3rd night free vsthe hotel setup of prorating the charges to spread evenly during the nightsWe will handle it todayIt seems this issue did not come through customer careNeither Olga nor me were able to find a previous email on thisBest regards,Reynaldo R [redacted] | Director of Operations | San Juan Marriott Resort & Stellaris Casino | ::: Mary Ann K*** 06/23/10:14:AM - Action___________________________I sent this ont the GM and EA requesting they respond ASA P, for some reason this slipped through and I just read it.***, San Juan Executive Secretary to the GM ; Rey, Reynaldo < [redacted] @marriotthotels.com>I also called Reynaldo he will work on this and respond tothe guest and Revdex.com::: Karen Atwood 06/14/09:01:AM - Action___________________________forwarded to Mary Ann K [redacted] ::: Steven T*** 06/12/08:51:AM - Action___________________________Advised guest we do not see any information about who she spoke with in MayThe reservation shows that it was prorated, which means the could have spreaded theamount over the days so it looks as if the guest is being charged for nightsTried to call guest back was put on hold, I disconneted ::: Gregory Morris 06/12/08:29:AM - Action___________________________Received escalated callAsked guest to clarify what she was toldAsked guest to send email with confirmationAdvised 3-business days; I cannot solve this today as I need to research and compensation amount needs approvalDocumented history of reservations ::: Patty T*** 06/12/07:44:AM - Action___________________________- Called the hotel and spoke with Jimmi/front desk manager who said the rate is $before taxes and resort fees.- The hotel cannot show a $rate for a night so they take off one night, then take that number and and average them over a three night period.- The resort fees are at 18% and the taxes are 11%.- They will be charging her $for two nights.- What is stated on the confirmation is what they are charging her however the guest states she was told the third night would be free.- She is very upset and not getting resolution.- I told her there was no evidence of her phone call to customer care other than an "inquiry" or a simple phone call - nothing that would indicate someone told her something like the bill would be corrected at the hotel.- She said she is going to write a letter to the Better Business Bureas.- Transferring to GES::: Actions Notes HistoryMary Ann K*** 06/23/10:14:AM___________________________I sent this ont the GM and EA requesting they respond ASA P, for some reason this slipped through and I just read it ::: Steven T*** 06/12/08:51:AM___________________________Updated ::: Notes Previous Resolution HistoryMary Ann K*** 06/27/08:43:AM - Resolution___________________________Thank you Mary Ann,We will respond to the customerPreliminary, the revision of the folios in the two rooms show the 3rd night was indeed adjusted in both roomsCustomer was only billed for two nights on each room and no late check out charge was placed in the guest accountThe adjustment is reflected on the same day of the check out, June 12, meaning this was resolved on timeRegards,Reynaldo R [redacted] | Director of Operations [redacted] Dear Mr [redacted] , MrMarriott’s office has forwarded your letter to us and asked that we personally respond to you on [redacted] ’s behalf.Thank you for taking the time to write and share your experience about your recent stay First of all, let me apologize for any inconveniences we may have caused you, especially for all the confusion, miscommunication and lack of follow up with you during your stay and during check out This of course is not the accustom service we pride in providing our guest and clients However, your account was adjusted after you checked out and a copy of the bills are attached.Please rest assured that the issue you sited was addressed with our Management team and Front Office manager for follow up and corrective action In our hope that we can restore your trust in us and in Marriott, we will add 80,points to your Marriott rewards account as a gesture of our goodwill.Our staff strives hard to provide and assist our guest with the best service possible, but there are times we drop the ball and inconvenience our guest, which we regret and apologizeMr [redacted] , we thank you for your loyalty and patience and hope you can give us the opportunity to serve you better in a near future.Sincerely, Olga MA [redacted] | Executive Secretary| San Juan Marriott Resort & Stellaris Casino [redacted] See PDF scanned information requested [redacted] ::: Resolution HistoryResolution Research and Customer Desired ResolutionNotes HistoryMary Ann K*** 06/23/10:14:AM___________________________I sent this ont the GM and EA requesting they respond ASA P, for some reason this slipped through and I just read it ::: Steven T*** 06/12/08:51:AM___________________________Updated ::: Customer Issue SummaryLisa Haslam 6/27/4:51:PM - Issue___________________________Revdex.com Customer Comment: Second Notice 6/25/::: PREVIOUS ISSUES: Karen Atwood 6/14/8:58:AM - Issue___________________________CUSTOMER EXPERIENCE INFORMATIONCustomer Information: [redacted] E Boniwood TurnClinton , MD 20735Daytime Phone: ###-###-####Fax: ###-###-####E-mail: [redacted] [email protected] details of this matter are as follows:Complaint Involves:Customer Services Issues Customer’s Statement of the Problem:I booked my stay at the San Juan Marriott Stellaris in AprilMy Booking was advertised as follows; Buy two nights get one freeMy reservation confirmation did not reflect the promotionI called for clarification in April and was told that the adjustment would be made at checkoutIn addition the agent actually calculated the adjusted amount so that I would know what my final charges would beUpon Checking in to the Hotel on June 9th, the amount was again differentI was not clear about the charges upon check in so I called customer service againAgain I was told that the third night would be taken off at check outI inquired about how to proceed in the event that the third night was not taken offI was told that I would receive a copy of my bill prior to check out and that I would be able to resolve any issues then, and in the event that It was not taken care of to call customer serviceOn the day of check out I tried to go an resolve the bill and ended up having to call customer service as I'd expectedTo no availThe agents I spoke to on June 12th began to back pedal even though they confirmed that the hotel manager, Jennise's, explanation did not add upI spend most of my morning 7am to 10am trying to get this resolvedThe hotel manager told me to call a number and ask for the name and department of the people I spoke with because all calls are recordedShe said to get the name and department of the person that told me it would be taken off and they would just charge the third night to that persons departmentI called the number and was told that they have no record of the other calls only the calls from June 9thI was given the run around, passed to several supervisors and no one was of any helpI spoke with Karen Ash, and Patty at one pointI was told that it would be handled by the hotel managerI also asked for a late checkout to compensate for the 5+ hours of my vacation I spent dealing with this and was told I had to payWhen I finally tried to check out I was told that the manager was still working on my bill and that my receipt would be emailed to me that dayIt has been over hours and I still have not received anythingI am appalled that I had to go through this and angry that "Customer Service" and the employees on the ground do not have the same informationI made arrangements and was confusedI called Marriott for clarification and made my plans based on that information only to have it not be honored and cause confusionI also don't appreciate being treated like I was making up my story because I didn't have an email or the record number for all the conversations I hadThis is no way to treat a customer.Complaint Product/Service: Hotel StayPurchase Date: 4/28/2016Problem Occurred: 4/28/2016Model: Account Number: Order Number: Talked to Company: 6/12/2016Talked to Company (2nd): 6/9/2016Talked to Company (3rd): 5/3/2016Name of Salesperson: Purchase Price: $781.95Disputed Amount: $Desired Outcome/Settlement: I would like my bill to reflect what I was toldI would also like compensation for the confusion, stress and anger I had to endure on my vacationI would also like the money I had to pay for a later check out to be refunded because I spent hours at the front desk and on the phone trying to get this resolvedI would like Marriott staff to not lie, and change their story, and I would like for them to all have the same informationIf they do have the same info I would like to not be lied toYou shouldn't say you record conversations if you don't and every person I spoke to did not note the accountThose that did but vague useless commentsWhich means I had to recount the issue every time I spoke with someoneI feel that my entire stay was ruined because of thisI actually feel that it all should be refundedDesired Settlement: Billing Adjustment ::: Gregory Morris 6/12/8:29:AM - Issue___________________________ [redacted] said:- I spoke with associates multiple times and they explained that the package deal I booked would only show charges of $& $plus taxes and resort fees for days for [redacted] and $& $plus taxes and resort fees for days for [redacted] - My confirmation emails were not clear and I called back and every time I was told that I was going to be charged - charges of $& $plus taxes and resort fees for days for [redacted] and $& $plus taxes and resort fees for days for [redacted] - I will send you the email confirmation; but I feel that I should given what I was told- Since you can't resolve this today by the time I check out; I will file a formal complaint and report this to the Revdex.com ::: Patty T*** 6/12/7:44:AM - Issue___________________________ [redacted] said:- I got a reservation where if I buy two nights I get the one night free.- I got the confirmation and it is showing that I paid for three nights.- I called customer care back and they said the 3rd night would be taken off at the hotel.- Then I get to the hotel and they said the accounting person would have it taken off.- I know this is incorrect and I tried to get it corrected before arriving at the hotel, but it seems everyone is passing the buck and now I am ready to check out and they are billing me incorrectly.- This is just a mess and I needs to get it corrected now.- I am on a budget and don't have this kind of money::: PRE-PREVIOUS ISSUES: PREVIOUS RESOLUTION: Mary Ann K*** 06/27/08:43:AM - Resolution___________________________Thank you Mary Ann,We will respond to the customerPreliminary, the revision of the folios in the two rooms show the 3rd night was indeed adjusted in both roomsCustomer was only billed for two nights on each room and no late check out charge was placed in the guest accountThe adjustment is reflected on the same day of the check out, June 12, meaning this was resolved on timeRegards,Reynaldo R [redacted] | Director of Operations [redacted] Dear ** [redacted] , MrMarriott’s office has forwarded your letter to us and asked that we personally respond to you on [redacted] ’s behalf.Thank you for taking the time to write and share your experience about your recent stay First of all, let me apologize for any inconveniences we may have caused you, especially for all the confusion, miscommunication and lack of follow up with you during your stay and during check out This of course is not the accustom service we pride in providing our guest and clients However, your account was adjusted after you checked out and a copy of the bills are attached.Please rest assured that the issue you sited was addressed with our Management team and Front Office manager for follow up and corrective action In our hope that we can restore your trust in us and in Marriott, we will add 80,points to your Marriott rewards account as a gesture of our goodwill.Our staff strives hard to provide and assist our guest with the best service possible, but there are times we drop the ball and inconvenience our guest, which we regret and apologize** [redacted] , we thank you for your loyalty and patience and hope you can give us the opportunity to serve you better in a near future.Sincerely, Olga *A [redacted] | Executive Secretary| San Juan Marriott Resort & Stellaris Casino [redacted] See PDF scanned information requested [redacted] ::: PRE-PREVIOUS RESOLUTION:

[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: Sara has never spoken with me, therefore, she is unable to make an appropriate determination of any course of action because she is being given information from one sourceShe didn't try to reach out to me eitherNo one has from Marriott despite promises to do so They are creating lies in an effort not to return my money and that will be addresses in court with a judgeThey should be held accountable for their actions and they are notInstead, they are hiding behind computers and telephonez, deflecting and telling lies as they go along, to perpetuate a sense of help and understandingNO ONE has done anything for me as a favor- I was not made aware that I was double charged because I supposedly checked out late until TODAYHence me saying they make up things as they go alongI hope no one patronizes this placeIt's full of fake people with no morals that lie and refuse to be accountable Regards, [redacted]

I spoke with the guest and apologized We made a new reservation for her at the original rate and she is happy - Sara T [redacted] , Corporate Liaison, MrMarriott's Office of Consumer Affairs

We have noted the guests comments and apologize she is not satisfied The hotel has no liability and plans no further actions

Dear [redacted] : We are in receipt of your Better Business Complaint Unfortunately, we are unable to identify which Marriott, if any, may have charged you Does your charge show an actual location or specific name of the hotel? If it does, we would be happy to review this further for you We would also suggest you dispute this unauthorized charge through your bank for futher investigation and to identify the actual merchant Sincerely, Michelle L [redacted] / Corporate Liaison / ###-###-####

Response sent to [redacted] from the hotel General Manager

Hotel response sent to guest July 15, 2014: Dear ***, MrMarriott has requested that I respond on his behalf regarding your smoking fee charged to your account We have confirmed with both Managers on Duty the morning of your departure, the 1st of June that there was a smoke smell present in your guest room, and stand by our fee of $on the room billI understand you are disputing this charge, and that the cigarettes in your room trash can were unused – however the heavy odor of cigarette smoke is evidence that our hotel as well as Marriott Hotels hold to and stand by with our fee Should I be of any further assistance please feel free to reach me via email or my direct line below [redacted] ***| Guest Services Manager | [redacted] Marriott Country Club Plaza [redacted] | [redacted] ###-###-#### (office) | ###-###-#### (fax)|

[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 fell like I deserve a refund for their employees mistakeThis was clearly not my fault and I should not be held responsible Regards, [redacted]