Marriott International

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 ***

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] ***

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

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

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] ***

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

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

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

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]

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] ***

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

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

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

The guest's original email and our first response to her are copied below The 35,points were provided for her frustration with the booking process on the Vacations by Marriott website as well as her disappointment with the hotel [redacted] ’s records demonstrate her statement that she did not receive her email confirmation until the next day and that the price of her package changed after she completed the purchase were not accurate All of the information she stated was not disclosed on the Vacations by Marriott website is disclosed on the website She did not contact Marriott International until after she used the package to fly to New Orleans and stay at the hotel which limited our ability to assist her She did call Vacations by Marriott Customer Service the same day she booked the package to ask if the package could be canceled and was told it was non-refundable She called Vacations by Marriott back two days later and mentioned the price discrepancy.Sara T [redacted] , Corporate Liaison, MrMarriott’s Office of Consumer Affairs***Please forward my comments below to the CEO of Marriott Hotels and the Marriott Corporate Office Office of the Owner and or President/Highest Authority and the Vacations by Marriott ( [redacted] ) as soon as possible since I do not have their contact information and am unable to reach them after many attempts on my own to do soPlease contact me at [redacted] @***.com once this has been completedThank you very muchSince your customer service representative at [redacted] “Natasha” was unable to resolve my online booking technical error in the cost of my vacation and also unable to cancel my reservation altogether after several attempts in cooperation with a Gold Elite Marriott.com representative I wish to request an arbitration proceedingI wish to be reimbursed $ US to correct the discrepancy in your pricing from what I approved and was confirmed online at time of bookingI also wish to be provided the Marriott reward points that are over due to meI confirmed my travel booking on the Marriott.com website for $2,for a package vacation to New OrleansHowever a day later received an email confirmation of my travel booking for $3,You provided me no reason for this increase in priceI am extremely frustrated and unable to afford this additional cost and seek reimbursement through my claimIt was never my intention to book with a 3rd party affiliateIt took me by surprise when I found out that I was not booking my reservation through Marriott on the Marriott.com websiteIts like advertising when the name [redacted] is mentioned nowhere on the Marriott siteIn my mind it does not seem appropriate for [redacted] to sell their vacations on Marriott’s websiteNot impressive but rather like a scam for Marriott members all aroundWhy do you not advertise who you are on the Marriott website? Honestly why would any Gold Elite member or any rewards member book anywhere else or with anyone other than MarriottYour customer service representatives barely understand english and Natasha advised me she was on a boat and due to freedom of information unable to advise me of her working hoursShe told me to call her back after she did some research to cancel my bookingWhen I tried to call back the office was closedYour customer service staff can say nothing but that due to their policies they are unable to provide assistanceThey even hung up on me a few times after over minutes of being placed on holdIve never been more frustrated in my whole lifeI just wished I could have cancelled the reservationAvoid booking a vacation package from MarriottI trusted that Marriott had integrity and ethicsI booked a package vacation that includes the airfare and was extremely disappointedThese packaged vacations by Marriott are not run by Marriott at all but rather a 3rd party affiliate ( [redacted] ) who branded their site with MarriottIn my mind this is advertising and greatest deception of my lifeYou do NOT earn any elite nights or points for your staysI am upset with Marriott.com for not mentioning to me or implicating that the package vacations by Marriott are a separate entity from Marriott.comIn my mind Gold Elite members have a right to know who they are booking their vacations with and Customer service representatives should be available and familiar to assist with reservation issues made under their brand and on the Marriott.com website [redacted] is not mentioned anywhere on the Marriott.com website where I booked my tripI recently booked my trip to New Orleans on Marriott.com and as a Marriott Gold Elite member naturally assumed that I could trust them as I have for the past yearsI confirmed the booking of my trip to New Orleans at $2,US total costHowever an email confirmation came to me a day later under the Marriott brand directly confirming the total cost of my trip to be $3,I initially though the cost was converted to Canadian $$ but that was not the caseI was unable to reach anyone at Marriott.com including the Gold Elite Rewards staff for assistance to resolve the $price discrepancyI was also unable to reach Customer Service at the Vacations by Marriott ( [redacted] ) for resolution of the price discrepancyI spent over hours to inquire about the cost inaccuracy of my booking and why my booking of the hotel was not showing up on my rewards account as a future stayThe response I received was "Thank you for contacting MarriottWe appreciate the opportunity to provide you with informationWe show that you have booked your reservation through Vacations by MarriottIn order to correct the error in the cost of your vacation and to add your Rewards number to your reservation you must contact Vacations by Marriott directlyYou can contact Vacations by Marriott at [redacted] .” Customer service at this number is non existentThey don’t speak english, are unable to assist due to policyI spoke with a Natasha who advised she was on a boat and also under no supervisionThey put you on hold for hours or hang up on you and do not explain the policy and unable to assist.That’s what Marriott.com did!!! No loyalty whatsoeverMy intention for earning reward points for eventual free stays at you Marriott hotels were also squashed after being notified that I would not earn any points for this day vacation to New OrleansI only book through Marriott.com because of my affiliation with Marriott as a Gold Elite memberI’ve been ripped off by these package vacations by MarriottI no longer trust Marriott.com to do what they promise on the website, or even to do the right thing, which is not use misleading advertising to sell you a vacationAvoid the Courtyard by Marriott on [redacted] in the warehouse districtAs a Gold Elite member they refused to provide free breakfast and also refused to compensate in lieu of Marriott pointsThis hotel is a total dive in an old warehouse ready to fall apart with barn beams and bricks and stained carpet and very old fixtures with very small dirty poolIt is also right next door to a electrical transformer station and the hotel entrance is from an underground parking garageIt is a grossly polluted areaThe front desk GM could not provide me with an HDMI cord for the television and would not provide me a link or contact to post a review of his hotelDo not stay here there are tons of other Marriott hotels in the area that are well maintainedPeople in New Orleans are the friendliest most cheerful people in the world however.***From: T [redacted] , Sara Sent: Tuesday, March 07, 11:AM To: ' [redacted] @***.com' Subject: Marriott Response Good Morning [redacted] , Thanks for writing Marriott International about the reservation you made with Vacations by Marriott for the New Orleans Convention Center CourtyardYour email has been referred to me for a responseGuest feedback is very important to us! We were very sorry to read Marriott’s partnership with Vacations by Marriott and [redacted] caught you by surpriseAs we are not an airline or a rental car agency, we use [redacted] ’s platform to provide our guests with the ability to create all inclusive packages which provide extra savings and convenienceIn addition to the URL at the top of the web page that displays when guests click on the “Hotel and Flight Packages” link on Marriott.com, the FAQ link at the bottom of the main Vacations by Marriott page takes guests to a list of frequently asked questionsThe very first entry explains the platform is operated by Vacations by Marriott in partnership with [redacted] We are very sorry for the disappointment that resulted from this situationMarriott Rewards members receive a one-time addition of 5,Marriott Rewards points for each package booked via Vacations by MarriottThe points are posted within four to six weeks from the date of the stayApart from the 5,point addition, Marriott Rewards members do not receive Marriott Rewards benefits for reservations made via Vacations by MarriottIn addition, the continental breakfast benefit for Gold and Platinum members is not offered by Courtyard properties but is a benefit at JW Marriott, Autograph Collection, Renaissance, Marriott Hotels and Delta HotelsWe were also concerned to read your impressions of the New Orleans Convention Center Courtyard and the surrounding area and regret the hotel did not meet expectationsWe value your business and as a gesture of goodwill, I have added 35,Marriott Rewards points to your accountThis point addition is equivalent to a complimentary night at any category seven property such as the New Orleans Convention Center Courtyard or multiple nights for hotels in lesser categoriesWe again apologize for these unfortunate circumstances and hope we have the privilege of providing your lodging needs for many years to comeWarm Regards, Sara T [redacted] Sara T [redacted] Corporate Liaison, MrMarriott's Office Phone: ( [redacted] Email: [redacted] @marriott.com

Dear Revdex.com, I have reissued the certificate for the guest for another six months Called guest and left a voice mail that the certicate was reissued with an extended date Diane K [redacted] MrMarriott's Office