Marriott International

[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:Thank you for your comments concerning Marriott’s Look No Further Best Rate Guarantee program Please accept our apology for any frustration this matter may have caused you The Look No Further(SM) Best Rate Guarantee does not apply to rates that are publicly available, such as negotiated corporate or group rates, or discount rates offered only to members of groups or individuals who meet previously-specified criteria, including [redacted] members, seniors, government employees, or Marriott Rewards members.When one says “Look No Further”, a consumer hears I can trust a company which I presume has integrity like Marriott will offer the best rate you have Unfortunately, this is an extraordinarily misleading claim There are over million seniors in this country should they look no further? I suspect [redacted] and [redacted] have tens of millions of members as well should they look no further? How many Marriott Rewards members do you have? Do you really want to mislead the folks who you are trying to instill loyalty with (by the way, I am Starwood lifetime gold member which as you know is being purchased by Marriott and I’m frustrated enough to write this note) [redacted] charges an annual fee for members therefore; we were unable to compare the rates to [redacted] which is not a publicly available[redacted] is a travel agency here’s what your website says about travel agencies: If you find the lower rate through a travel agency/travel management company or a Marriott channel, you will need to make a second reservation and submit both confirmation numbers on your claimMarriott Customer Care will process your claim and cancel one of the reservation numbers as appropriate at no charge to youIf the comparison rate is found on a non-Marriott website, a second reservation is not required." In additions, to review all Marriott Look No Further(SM) claims, a reservation must be made through any Marriott Reservation Channel (meaning our Worldwide Reservations Centers, a Marriott hotel, or an official Marriott Web site) The reservation must be an active booking Your booking was cancelled before you send the claim.We made an alternate reservation so that it was the same reservation type after a conversation with your team There was an active reservation; it was just on a different record Thank you for taking the time to bring your concerns to our attention.As I shared with you, I do not think that Marriott misrepresenting themselves in the public’s eye is appropriate I wouldn’t take the time to complain if it weren’t so gosh darn concerning what Marriott is doing They are claiming “lowest rate” but the terms are so restrictive, most use cases that consumers would expect to apply are excluded It’s like buying health insurance and finding out it doesn’t cover accidents, cancer or heart disease Regards, [redacted] ***

The General Manager reported that [redacted] used a debit card to establish credit upon cheand a hold for $was placed on the card On May 5th, the date of check-out, a charge of $was placed on the card and the $hold was released The General Manager explained all of this to the guest on May 16th and the guest stated he was satisfied with the explanation

February 6, Dear [redacted] -Revdex.com, This letter is in response to the complaint filed by [redacted] I, Tom B***, Director of Safety & Security, investigated the complaint with the following findings: • Bitten Bed Bugs: the room she claimed to have Bed Bugs was inspected by an outside Pest control company and no bed bugs were found at that time.• She claimed that she spoke to Brian at the front desk: unfortunately that associate is not here and is unavailable to interview to verify her statement about being told that she would be reimbursedI met with our General Manager, Brian H***, and he agreed to reimburse her $256, out of the hospitality of the hotele-mailed [redacted] and advised her that her credit card would be credited back $and we were doing it out of the hospitality of the hotelIf you have any questions please call, Tom B DirOf Safety & Security

The hotel refunded the guest on April 30, I have spoken with the guest and apologized for the duplicate charge I also added 5,points to his Marriott Rewards account for his inconvenience - Sara T [redacted] , Corporate Liaison, MrMarriott’s Office of Consumer Affairs

We have contacted the guest via email Although we are unable to replace her [redacted] anniversary certificate, we have added 25,points to her account as a gesture of goodwill.- Sara T [redacted] , Corporate Liaison, MrMarriott's Office of Consumer Affairs

Hotel response to complaint # [redacted] March 20th, To the Revdex.com, Complaint [redacted] has been issued a refund for the charges of the second night he stated did not stay with usWe have notified [redacted] of this via telephone and email and is aware the refund of charges may take to business days to be reflected in his statementWe have clarified to the guest that our property has absolutely no control of the reviews posted on the Marriott.com websiteWe did receive his verbatim through our Guestvoice System powered by [redacted] and replied to him immediately assuring him there would be a resolution for his requestThe guest has our contact information and he is aware that we are available to answer any additional inquiries or concerns he may have in the futureWe have extended our sincere apologies to [redacted] for the inconveniences and have guaranteed him we would share his candid feedback with our staff to ensure these were isolated incidents moving forwardPlease let me know if there is anything else we can be of assistance with Kind regards, Mauricio F [redacted] Assistant Manager Rooms Operations

From: P [redacted] , Kimberly Sent: Thursday, September 14, 4:PM To: ' [redacted] @***.com' Subject: Residence Inn Minneapolis StPaul/Roseville experience Dear [redacted] , Thank you for your additional correspondence with the Revdex.com regarding your stay at our Residence Inn Minneapolis StPaul/Roseville Since our response of September 8, (attached) our position remains the same As we have now exhausted all efforts to explain this to you, we consider this matter now closed and no further correspondence will be sentSincerely, Kim P [redacted] Kim P [redacted] Corporate Liaison MrMarriott Office 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 lawFrom: P [redacted] , Kimberly Sent: Friday, September 08, 4:PM To: ' [redacted] @***.com' Subject: Residence Inn Minneapolis StPaul/Roseville experience Dear [redacted] , Thank you for taking your time to contact MrMarriott’s Office regarding your experience with our Residence Inn Minneapolis StPaul/Roseville We appreciate your comments and I am pleased to respondI can certainly understand your frustration with the being charged for July 3, when you arrived at the hotel on July 4, at 3:AMIn the hotel business, any cheprior to noon is considered the day prior Please be advised as you checked into the Residence Inn nine (9) hours prior to the hotels’ chetime (noon) the hotel is not able to waive that additional night charge as you were in the hotel during this timeWhile we understand your request, we must respectfully decline a refund on this charged Please be advised that I have researched all of the information that you provided and find the hotel was correct in charging you I also know that the Marriott Vacation Club International does not have a corporate office in California and your name does not appear as an associate for them The Marriott Explore rate is restricted to only Associates and their family [redacted] , we value your patronage and sincerely hope we have the privilege of providing your lodging needs for many years to comeSincerely, Kim P [redacted] Kim P [redacted] Corporate Liaison MrMarriott Office 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: Clement C [redacted] Sent: Monday, October 31, 11:AM To: ' [redacted] @***.com' Subject: Your Reservation/Revdex.com Comments Dear [redacted] , I have received your additional comments to the Revdex.com and would like to respond I do understand that you do not wish to be held responsible for the No-Show charge from your reservation on 9/26/As stated in our previous correspondences, this charge is appropriate and correct since you did not cancel your guaranteed reservation In order to strike a middle ground, the hotel had offered to apply this charge to a future reservation This option is still open If you would like to avail yourself of this, please advise me of the date you would like to stay and I will secure a non-refundable reservation for you Barring this alternative, I am not willing to reverse the existing charge Please contact me should I be able to provide you any additional information or clarificationSincerely, Clement C [redacted] It’s better in The Bronx! Clement C [redacted] General Manager T: ###-###-#### | C: ###-###-#### Residence Inn New York the Bronx at Metro Center Atrium Eastchester Road Bronx, NY

The General Manager of the hotel Rachel M [redacted] spoke with [redacted] , apologized and advised it was an error by her associate They have issued a refund of the additional charges to his account

Good morning, I have received [redacted] 's rejection letter regarding the Look no Further issue It has been reveiwed at least four times now by the Manager of Look no Further, and it did not qualify for the reasons that were addressed prior to him sending the letter to the Revdex.com, as well as the letter sent to him copied to Revdex.com dated February, I'm very sorry, but there is no other way to explain it, the "Look no Further Department." as well as our office it thoughly investigated it and it simply did not qualify I again want to apologize for the misunderstandy Kindest regards, Mary Ann K***Corporate LiaisonMrJ.W.MarriottMrArne S [redacted] ###-###-#### :::

Dear Katrin G [redacted] , Thank you for contacting the Revdex.com regarding extending your [redacted] earned for using your Marriott Rewards Chase ***Your concerns have been referred to me for a responseI am very sorry for the frustration this has caused and appreciate the opportunity to explain what occurred The certificates are issued and good for six monthsA [redacted] had been extended in March of which is considered a one-time exceptionWe only make this exception on a one-time basis; however, your situation is unique and we will extend the certificate on additional timeThe [redacted] is good until June 6, Please understand we will be unable to extend any future certificates as we have made this exception prior I was also sorry to learn of your interaction with a Marriott Rewards Associate and disappointment and that you did not receive the service you expected from Marriott Thank you for providing details that will help us identify the call and the associate involvedOur management team will use this information to research the call as an opportunity to improve the service our team members provide Please be assured that your business and your loyalty is important to us We appreciate you taking the time to share your experience Jennifer D [redacted] Corporate Liaison, [redacted] [redacted]

The guest was still present at the hotel The General Manager reported he had met with the guest and the $charge had been refunded

[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] P.S Marriott referred me to MrAnthony C [redacted] (Director of Hotel Operations at Atlanta Airport Marriott) to resolve my complaint MrC [redacted] was respectful and fair in dealing with me I plan to continue using Marriott for my travel needs I am also greatful to the Revdex.com for helping me resolve my issue with Marriott I don't think I could have gotten a satisfactory reolution without you ***

[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: Regards, [redacted]

I spoke with guest on 8/5/2014, apologized again and advised her the hotel was willing to reduce the rate for the first two nights to $plus tax each night and accept MRW points for the last two nightsI advised her she needed a total of 70,points for the certificate and she advised she did not have that many pointsI advised her as a gesture of goodwill for the challenges she encountered that I would be adding 50,points to her account she would need to purchase the differenceGuest provided me with her credit card and I ordered the certificate and purchased points for her accountGuest states she was speechless and didn't know what to say:::

Dear [redacted] ***; Thank you for contacting the Revdex.com regarding your stay at the TownePlace Suites Atlanta KennesawThey have referred your correspondence to me and asked that I contact you to address your concerns.From December 29th to March 1st, there was an error made within the hotel that resulted in zero room charges being added to your balance due for an extended period of timeAs room charges were not being added to your account, the hotel did not know that your balance was growing; therefore, they did not request any additional paymentsOnce this error was captured, the hotel charged $per night for all nights during that time frame which added $4,in room charges to the balance due on your accountThere were three payments made of $each during this time frame which were first applied towards your balance due of $1,rather than your current chargesYour receipt from December 28th does show a rebate of $1,176.00; however, this was because the hotel rebated your balance to bring it down to zero, then added the amount back to your account on December 29thThis had to occur for them to complete their year-end reportsYou have made payments since the additional charges of $4,were added, which have been applied towards the nightly room charges that have been incurred over this timeThese payments have not been sufficient to reduce your past due balance, and your balance has continued to growYour current balance reflects $5,owedBy consulting with the hotel's management multiple times and thoroughly reviewing your receipts, I verified that this balance is accurateAs this situation resulted partially from an error made on the hotel's behalf, their General Manager has been flexible with your payment arrangements and adjusted $1,off the past-due balanceWe understand the challenge with which you are faced, and the hotel's leadership is more than happy to continue working with you to arrange a payment plan and ease the impact of this situation on your financial stabilityWhile we understand and respect your request for your past-due balance to be waived or reduced, we must respectfully decline that request, and you will be responsible for providing payment for the balance of $5,We are also unable to honor your request to issue Marriott Rewards points as we are not permitted to issue points when there is a past-due balance on the account Although the hotel failed to add room charges or request payment for some time, you were aware of your room rate and could have continued making payments to prevent your balance from growing I'm so sorry for any inconvenience caused to you as a result of your balance of room charges being over $5, As a Marriott Platinum Elite member, you are among our most loyal guests and your friendship and continued support are paramount to our successI recently awarded you 10,Marriott Rewards points as a gesture of our goodwill and those are available in your account We remain firm in our position that your balance due is correct and will not be adjusted in any way Thank you for the opportunity to serve youSincerely, Alex M***Corporate LiaisonMrMarriott's Office [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: Thank you for your comments concerning Marriott’s Look No Further Best Rate Guarantee program Please accept our apology for any frustration this matter may have caused you The Look No Further(SM) Best Rate Guarantee does not apply to rates that are publicly available, such as negotiated corporate or group rates, or discount rates offered only to members of groups or individuals who meet previously-specified criteria, including [redacted] members, seniors, government employees, or Marriott Rewards members.When one says “Look No Further”, a consumer hears I can trust a company which I presume has integrity like Marriott will offer the best rate you have Unfortunately, this is an extraordinarily misleading claim There are over million seniors in this country should they look no further? I suspect [redacted] and [redacted] have tens of millions of members as well should they look no further? How many Marriott Rewards members do you have? Do you really want to mislead the folks who you are trying to instill loyalty with (by the way, I am Starwood lifetime gold member which as you know is being purchased by Marriott and I’m frustrated enough to write this note) [redacted] charges an annual fee for members therefore; we were unable to compare the rates to [redacted] which is not a publicly available[redacted] is a travel agency here’s what your website says about travel agencies: If you find the lower rate through a travel agency/travel management company or a Marriott channel, you will need to make a second reservation and submit both confirmation numbers on your claimMarriott Customer Care will process your claim and cancel one of the reservation numbers as appropriate at no charge to youIf the comparison rate is found on a non-Marriott website, a second reservation is not required." In additions, to review all Marriott Look No Further(SM) claims, a reservation must be made through any Marriott Reservation Channel (meaning our Worldwide Reservations Centers, a Marriott hotel, or an official Marriott Web site) The reservation must be an active booking Your booking was cancelled before you send the claim.We made an alternate reservation so that it was the same reservation type after a conversation with your team There was an active reservation; it was just on a different record Thank you for taking the time to bring your concerns to our attention.As I shared with you, I do not think that Marriott misrepresenting themselves in the public’s eye is appropriate I wouldn’t take the time to complain if it weren’t so gosh darn concerning what Marriott is doing They are claiming “lowest rate” but the terms are so restrictive, most use cases that consumers would expect to apply are excluded It’s like buying health insurance and finding out it doesn’t cover accidents, cancer or heart disease Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is very satisfactory to me Regards, [redacted] ***

From: [redacted] [mailto: [redacted] @ [redacted] ] Sent: Monday, May 04, 4:PM To: [redacted] Subject: Re: Hotel Stay [redacted] , Thank you for emailing me and resolving the issueI called ahead before making the reservation and I was told to go ahead and book the stay through MarriottThe certificate would be applied at checkingAs you correctly mention I did use the [redacted] rateAt checking I was told to wait for checkoutAt checkout the front desk made photocopies of all the documents (certificate and tax exemption)She then went to the back office to deliberate and told me the manager would call the main office and call me back within daysI did leave my phone nr on all the documentsToday was my second call to the front desk, asking about the status and why I did not get a callbackI am happy the issue is now resolvedI would have liked not having to call customer service as it was my first complaint about a Marriott stayBest regards, [redacted] Op mei 2015, om 18:heeft [redacted] < [redacted] @in [redacted] .com> [redacted] : Good day [redacted] , I am so sorry to hear about the problems you are experiencing with the tax exemptI will go ahead and take care of the taxes for youAs for me not calling your back I never received a voice mail from you asking to return your callDid you happen to just ask the front desk to have me call you? I did noticed that when you made your reservation you neglected to make your reservation using your Certificate and booked the [redacted] rate I went ahead and applied your one night certificate for your stayIf you need anything please feel free to contact merandy r [redacted] General Manager [redacted] @ [redacted] .com o: ###-###-#### f: ###-###-#### [redacted] Lancaster, CA ***

------- Forwarded message ---------- From: [redacted] ***, [redacted] < [redacted] > Date: Tue, Oct 28, at 3:PM Subject: FW: Revdex.com Complaint Submission To: [email protected] Revdex.com, When will a response to the complaint be sent? Nothing has been received from Revdex.com or Marriott [redacted] Tel: ###-###-#### Fax: ###-###-#### E-mail: [redacted] Web: [redacted]