Marriott International

My husband, [redacted] , made reservations for a week vacation using our Marriott Ocean Club timeshares points to celebrate our 52nd wedding Anniversary He reserved weeks accommodations and then he took MVP (timeshare points) to purchase four “Value Packs” at points to get $which is equal to $for Resort Credits to use for food, etc.at the Marriott Maui Ocean Club within the two weeks and the restaurant, Ka’anapali Grill and Tap Room, (where I thought we would spend most of the credits) does not accepted these points That means you have to spend the credits at the small clothing stores, small Jewelry store, small florist or at the Spa The surprising part is that [redacted] has dementia plus he is partly deaf in both ears [redacted] has trouble counting money, remember passwords and he is easily confused, upset and distracted He must of made all of these arrangements when I was out of the house because I knew nothing about this until weeks before we left

Hello, The hotel has refunded the guest fully for her advance purchase reservation The refund happened on January 22, 2016, and the guest was notified I have received confirmation from the hotel's accounting department that the refund did indeed take place The hotel wrote the guest the below email on the same date that the refund was processed >From: [redacted] ***>Sent: Friday, January 22, 2:PM>To: [redacted] @***.COM' < [redacted] @***.COM>>Subject: Fairfield Inn Baltimore>> [redacted] ,>>Thank you for contacting Marriott Costumer Care regarding your previous reservationAs a one- time courtesy, I have rebated your advanced deposit and canceled the entire reservation [redacted] is your cancelation numberIf I can be of service to you in the future, please do not hesitate to contact me directly.>>Yours in Hospitality,>Alicia Beads Owens | Assistant General Manager Warm Regards, Lisa H [redacted] Corporate Liaison MrMarriott’s Office Email: [redacted] @Marriott.com

[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: days is unreasonable Regards, [redacted] ***

Dear Revdex.com, Guest was not charged for second night of stay for issues encountered Guest was given key to a new room which they did not useNo further compensation will be given Diane K [redacted] Corporate Liaison MrMarriott’s Office

MsLisa H [redacted] of our staff has placed numerous calls to [redacted] and has left messages on her answering machine that we wanted to discuss her concerns with her To date, we have received no response from [redacted] and we are closing the issue due to non-response

I have sent the guest an email with a copy of the letter sent to her last year by the Claims Manager at Colonial Parking, the operator of the parking garage We have advised the guest any additional questions or comments about her claim need to be directed to Colonial Parking’s Risk Management Department via the contact information listed on the letter While we understand her disappointment with the outcome of her claim, the claims office has the final responsibility to investigate and determine the outcome of events of this nature and we support their decision - 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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: When we checked out of this hotel on October 31st we spoke to the front desk about our bill as so far they had not gotten the charges right We were eating in the restaurant, when they brought us a bill showing charges for one room (room 424) for two nights ( October and October 30), with each room charged $per night Again they had the wrong rate, so again we told them this was to be billed at the discounted rate available for Coliseum Health system patients and their families and again referenced the sheet we had obtained from the hospital authorizing this They then left to correct this and when they came back they gave us a new invoice, adjusting $plus tax for each room, total was $ We reminded the individual that we had one other room, ***, and that this person had checked out the previous day, Oct 30, but since they weren't out before a.mwe may be charged for nights, versus one, but ii should be for the same $discounted rate As by this time, we were trying to leave, they said they would handle it and send us the invoice This was the last I heard from them Therefore, I was surprised to see on my [redacted] Credit Card bill the following charges and dates: October 31, $ October 31, $ November 1, $ October 31, $ Since I had spoken several times with several Marriott employees at this location about this, I decided to escalate and called the General Mgr, Mark B [redacted] He was out of the office on vacation, so I left him a lengthy voice mail about the issue He called back a week later, leaving a message on my voice mail and saying he had looked into the issue and he was satisfied that the billing was correct Since I knew it was not correct and I had proof, I have no idea how he arrived at this conclusion, nor did his voice mail provide any supporting rationale I called him back and told him I did not agree with his assessment He again provided no substantiation and said he would have Deloris in accounting call me Several days later, Deloris called me and it was during the conversation with her that I was shocked to find out we had been billed for a smoking violation in room *** She seemed to be surprised that I knew nothing about it and said she was going to make a quick call and would get right back with me I heard from no one else until the day I filed this complaint The day after I filed the complaint I received a call for Deloris and she apologized for never following up with me I again told her that we had not smoked in room *** The person there checked out on 10/ We were there on 10/31, why would someone not have mentioned this to us? She seemed confused and said she would find the engineering report on this and email it to me this same day I never received it The next I heard was MrMark B [redacted] replying to my complaint, now saying the alarm was tampered with the alarm went off, etcc, and that Deloris had sent me this report This is NOT true To date I have not received any report and none of these events happened, at least not that we caused We were in the room right across the hall and heard none of this WE checked out the next day and no one mentioned it We never received any notice of this until I first spoke with Deloris I suspect that after the individuals in [redacted] checked out, the help actually did all the smoking , (if in fact this actually happened) I have disputed the erroneous charges with [redacted] So far they have credited back to me $and $60.00, and they stated the reason as being the Marriott never responded to their inquiry so the charges were being remove by [redacted] This now leaves the $owed to me that was charged for smokingThis facility is obviously mismanaged I don't know what is going on here but they obviously have some employee training problems, accounting issues and after my experience with MrMark B [redacted] , I would say they also have some customer responsiveness issues and do not focus on customer careThis business has done nothing to resolve my issue Regards, [redacted] ***

Dear [redacted] ***: Thank you for your Revdex.com inquiry As your reservation was booked and confirmed through [redacted] and not by Marriott, the hotel held your room for you Therefore, any refunds would need to be provided by [redacted] directly if they booked your reservation dates incorrectly The Courtyard [redacted] copied us on their email response to you on May 13, For your convenience, we have provided their message below: I have spoken with [redacted] and to [redacted] in regards to this situationWhen I initially spoke with [redacted] I told him that we could refund it if it was a error on our part on to why his reservation was not correct or if they tried to cancel and we didn’t cancel it in our systemAnd the problem was not on our side but on the side of [redacted] and himselfWhen I spoke to [redacted] on yesterday, I did let him know that we will not be able to refund him because we didn’t get a call to have the reservation canceled and we were not informed that reservation was in the system for the wrong dateSo with that we would not be able to refund him for the NO SHOW [redacted] said they understood the situation and would note it in their system for his reservationAnd I told them if they needed to speak with me further about the situation to please give me a call [redacted] II| Operations Manger Courtyard By Marriott [redacted] Thank you for bringing this matter to our attention We trust you understand our final position Regards, [redacted] / Corporate Liaison

The General Manager advised that a copy of the [redacted] report has been provided to the guest In addition, he has provided the guest the contact information for the hotel's insurance carrier In terms of the claim for reimbursement of costs, the insurance carrier will assign an adjuster who will independently investigate the incident and will make a determination as to liability and compensation As per Marriott policy, we will fully support whatever decision the adjuster reaches This would appear to respond to the two issues the guest wished addressed We, of course, regret that the guest's stay was not as perfect as we would have wished

July 14, Roman"> Jennifer D [redacted] Fairfield, CA [redacted] Via Email: [redacted] Dear [redacted] : Thank you for your correspondence with the Revdex.com regarding your claim with Marriott’s Look No Further TeamWe appreciate your comments and I am pleased to respond We remain sorry for the challenges you encountered during this process We value the opinions and suggestions of all guests and will share your thoughts with the appropriate department within Marriott We hope you will accept our sincere apologies for this event We have researched your claim and found that at the time of validating your claim ***s.com was selling rates that mirrored what was booked on Marriott.com At the time of validating your claim you compared ***s.com ‘Deluxe Room’ for $to Marriott.com ‘Cottage Room’ The ‘Deluxe Room’ on both Marriott.com and ***s.com were selling for $per night and the ‘Cottage Room’ was selling for $per night We must compare the same room when validating a claim and this is the reason your claim was denied and without Marriott being able to validate the lower rate you viewed we are unable to approve your claim All of our agents are required to view the compared rate on a live website during processingThis is due to the fact that rates are limited in availability and rates displayed to a guest may fluctuate and even sell out before a reservation is confirmedOffers described in claims are validated through a review of the entire reservation process through which the offer was found, beginning with a search for both the [redacted] and available rates When reviewing the comparison offer described in your claim, we were unable to locate the same offer For future reference, below is the web link to the Terms & Conditions of Marriott's Look No Further(SM) Best Rate Guarantee: https://www.marriott.com/***- [redacted] [redacted] , we value your business and your continuing patronage is very important to us We look forward to welcoming you for many years to come in the time honored tradition of Marriott hospitality Sincerely, Jennifer D [redacted] Corporate Liaison MrMarriott's Office

Dear [redacted] : Thank you for your email regarding cancelling your reservation within the hour cancel policy at the San Diego Marriott Hotel & Marina Please accept our sincere apologies for the frustration this has caused Your comments are appreciated in our continuing effort to provide you, and our other guests with quality service Per MrMarriott’s direction each incident received is forwarded to the individual hotel for a response This serves as a training tool for each hotel, in order to improve on any service or product failures You can expect a response from the hotel executive office within the next three business daysPlease be assured that your business and your loyalty is important to us We appreciate you taking the time to write, and hope you will give us another opportunity to serve you againKind regards, Jennifer D [redacted] Corporate Liaison, MrMarriott's Office Phone: ###-###-#### Email: [redacted] @marriott.com Dear XXXXXXXXXXX: Thank you for your email regarding XXXXXXXXXXXXXXXX Your concerns to MrS [redacted] has been referred to me for a responsePlease accept our sincere apologies for the frustration this has caused Your comments are appreciated in our continuing effort to provide you, and our other guests with quality service Per MrMarriott’s direction each incident received is forwarded to the individual hotel for a response This serves as a training tool for each hotel, in order to improve on any service or product failures You can expect a response from the hotel executive office within the next three business daysPlease be assured that your business and your loyalty is important to us We appreciate you taking the time to write, and hope you will give us another opportunity to serve you againKind regards, Jennifer D [redacted] Corporate Liaison, MrMarriott's Office Phone: ###-###-#### Email: [redacted] @marriott.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 Regards, [redacted] ***

Ms [redacted] has been communicated with on several occasions regarding the mattress/box spring she purchased from [redacted] (ShopMarriott) In corresponding with [redacted] ***, I have been assured, they only sell one foam Mattress for ShopMarriott and it is the product that was sold and shipped to Ms [redacted] It is the exclusive mattress for Marriott and is the same bed that is in the catalog and online Ms [redacted] was provided this bed set at a discounted price and it was shipped free of charge After a couple of months, Ms [redacted] contacted us again, stating the mattress was uncomfortable and she wanted to return it She was aware this product could not be returned Marriott notified her she needed to contact [redacted] and when she did they suggested she purchase the mattress topper used at our hotels Ms [redacted] refused, even though they offered the mattress topper at a discounted rate [redacted] advised if she can supply them with the law tag or a photograph of the law tag, they will be able to confirm if she received the correct mattress set Ms [redacted] has refused this offer as well Ms [redacted] is stating the mattress she ordered listed a 9” mattress and 10” foundation and according to her measurements, she has a 7” mattress and an 11” foundation There is a very specific method that needs to be used in order to properly determine the depth of a mattress [redacted] stated they are not aware of how Ms [redacted] made her measurements but according to their records the guest was sent the correct item [redacted] can be contacted at ( [redacted]

I believe this Complaint was sent to me in errorI am the Assistant General manager at the Springhill Suites in Prince Frederick, MDThis guest references mountainsWe have no mountains in our areaFurther, the guest makes mention of The general manager Debra R***We have never had a GM by that name in our years of businessThis complaint is not for our property

Hi [redacted] , #1f497d"> I have called the guest as well as sent this email Dear [redacted] ***, Thank you for taking the time to contact MrMarriott’s office and share your experience with the Residence Inn [redacted] I apologize that your request to stay was not satisfactory and appreciate your feedback You’re a valued customer; everything we do is aimed at providing you with an excellent hotel experiencePlease be assured that we are taking immediate corrective steps to avoid such problems in the future As a gesture of our good will, I will be crediting your card back one nights room and tax Please contact me directly when you are ready to make your next reservation If you would like to discuss your experience further, please feel free to contact me directly at the phone number listed below Once again, please accept my apology We would like to regain your trust and we hope you will allow us an opportunity to provide you with an exceptional guest experience when your travels bring you back to this area Sincerely, [redacted] Assistant General Manager Fountain Valley Residence Inn [redacted] ###-###-#### [redacted] Assistant General Manager | Residence Inn by MarriottSlater Avenue | Fountain Valley, CA 92708T ###-###-#### | F ###-###-####

I have today added 1,points (times 388) to the account I will ensure your suggestion is provided to the individuals involved in these activities Thank you for bringing this to our attention

Accrued Points and Miles do not constitute property of the MemberPoints accrued by a Rewards Program Member are for the Member's benefit only and may not be transferred to anyone except as provided belowPoints are transferable to a legal spouse or domestic partner in the case of documented death of the MemberIn addition, there is a limited exception for the transfer of Points to the accounts of friends or familySee “Earn Points – Transferring Points from One Account to Another.” Points are not transferable to another person for any other reason, including divorce or inheritancePoints cannot be bartered or sold for cash or other considerationAny Points which Marriott Rewards deems in its sole discretion to have been transferred in violation of Rewards Program Terms and Conditions may be confiscated

We have contacted the guest via email to apologize and reassure her about the security of her personal information and our stay posting process We have also added 20,Marriott Rewards points to the customer’s account - Sara T [redacted] , Liaison, MrMarriott’s Office

The General Manager of the hotel has spoken to [redacted] and is refunding 100% of the charge He is taking that action today and it may take 3-business days for his financial institution to process the credit on his account [redacted] was very satisfied with this result

Hotel response to [redacted] ***: From: R [redacted] , Michael Sent: Monday, October 20, 9:AMTo: [redacted] Subject: [redacted] Marriott Dear [redacted] ***, MrMarriott has requested I respond on his behalf concerning your recent experience at our propertyFirst and Foremost, I would like to apologize for the disturbances you encountered as well as our teams responsiveness to your requestsOur goal is your complete satisfaction and we are sorry that we fell short of our your, and our own, expectations We have shared your feedback with our Loss Prevention and Engineering teams as this certainly provides us with a great training opportunityAs for the rate differential, depending on the time of your bookings it is not untypical that our selling rate varies, similar to air fareAs a gesture of our sincerity for the rate differential and the service failures you encountered during your stay we have adjusted $from your final hotel folioPlease allow to business days for the reversal to processIf you would like to discuss your recent experience here further please do not hesitate to contact me directly Regards, Mike R [redacted] |Guest Relations Manager | [redacted] Marriott