Marriott International

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

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

[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:From: [redacted] < [redacted] @***.com>Date: Mon, Oct 24, at 5:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] < [redacted] @myRevdex.com.org>Thank you [redacted] Please I didn't read your email on time so I must say it was my fault but I do not agree with what they didWhy is it so hard for a Billion dollar company refund my feeIt's a new hotel in the areaPlease see if they refund my fundsI'm a poor guy compare to themThank you [redacted] Regards, [redacted]

Marriot Hotels engages in unethical marketing practicesThey routinely use auto-dialing telephones to make unsolicited phone calls two private cell phone numbersMy number has been on the "do not call list" and I have received literally dozens of calls from Marriot Hotels in the past few months many as early as am on the west coastAfter researching the problem on the internet, I see that countless other people have as well I have asked them many times to remove my name from their list, but they continue to call meI am considering filing a report with the Federal Trade Commission to get them to stopI will NEVER stay at another Marriot Hotel in my life

[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:The security supervisor will not acknowledge that I have reciepts of ticket purchase and wont address the fact that we have witnesses who can back that we were discriminated against and profiled based on our ageWe were kicked out at 12:10am Jan and they refused to let us back in even with valid proof of purchaseWe all have government issued IDs to back all of our ages (19,21,22) which were well above the age required for the partyHe also wont address the blatant lies his security told both my brother and II am traveling until the 7th but will be in contact after the 7th Regards, [redacted]

We have contacted the guest about the smoking recovery fee the guest received on her credit card The guestroom was actually occupied by her daughter and her daughter's guest After check-out, the manager states the room smelled of smoke and ashes were found throughout the suite The hotel is checking to see whether any photos were taken of the ashes There are no-smoking decals throughout the hotel, in the rooms, on the key packs and at the entrance of all hotel entrances and guest room doors Once we complete our investigation, we will close the loop with with the guest - Sara T [redacted] , Corporate Liaison, MrMarriott's Office of Consumer Affairs

Letter of response from the hotel sent regarding complaint # [redacted] Good afternoon [redacted] ,My name is Courtney W [redacted] and I am the Customer Care Specialist at Gaylord OprylandI heard of your discrepancies with the changes of your payments from your stay and I am truly sorry for the difficulties you have faced with the [redacted] being charged again when you switched your payment to your [redacted] cardI can understand your frustration with this and I hope this will be of help to you.I reached out to my Accounting department on property about the [redacted] being rebilled on June 4th and they have informed me with the following: Gaylord Opryland charged the [redacted] on May 5th of $and then credited the card back on May 12th for the same amountWe then reached out to your credit card company stating that the amount listed previously was refunded back through our system to the [redacted] My Accounting department then received the reversal from the same credit card company on June 1st for the [redacted] card ending in #, leaving no effect to the [redacted] ending in # for the amount of $So in our system, it is showing we only have the charge to the [redacted] card ending in # for the total of $and do not have any other entries besides the reversal charge on the [redacted] .Please reach out to me if you have any further questions.Thank you,Courtney W [redacted] | Customer Care Specialist Gaylord Opryland Resort and Convention CenterOpryland Drive, Nashville, TN

[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 I will follow up with the credit does not post Thank youRegards, [redacted] ***

From: H***, Debi< [redacted] @ritzcarlton.com>Date: Mon, Jul 18, at 6:PMSubject: Revdex.com Complaint - [redacted] ID: [redacted] To: "Better Business Buerau ( [redacted] @myRevdex.com.org)" < [redacted] @myRevdex.com.org>Cc: "T [redacted] , Robert" < [redacted] @ritzcarlton.com>Good evening [redacted] , Hope you are doing well I did want to inform you that Robert T [redacted] from my team was able to contact the hotel and have the disputed amount refunded back to the guest today Robert has sent a personal update to [redacted] , he should have the refund posted back to his account within the next to business daysPlease note that when Robert reviewed the matter with the hotel today, it was found that [redacted] never cancelled the reservation The refund was done as a onetime gesture of goodwillHave a pleasant week,Debi Debi H***ManagerCorporate Guest RelationsThe Ritz-Carlton Hotel Company, L.L.C.Phone ###-###-####

We have contacted the guest via email and let him know that due to the issues with his guestroom and his poor experience in our Bistro, we would refund the smoking recovery charge in full - Sara T [redacted] , Corporate Liaison, MrMarriott’s Office

The situation in occurred when the guest departed the hotel after 12:PM and was charged for an additional night The hotel’s assistant manager refunded the extra night’s charge as a courtesy The hotel has no record of an offer for a complimentary night When such an offer is made, a certificate is mailed to the recipient and the offer is only valid for one year from the date of issue Before the guest checked in on February 6, 2015, she called the hotel to ask about the complimentary night She was told the hotel could not offer her complimentary accommodations without documentation of the offer She still chose to stay at the hotel and was charged accordingly We have emailed the guest to explain that while we are unable to offer a refund, we are sorry for her frustration and have added 10,Marriott Rewards points to her account, sufficient for a complimentary night at any category two hotel such as the Atlanta Airport West Courtyard She responded that she is unhappy with our response and plans to take the hotel to small claims court - Sara T [redacted] , Corporate Liaison, MrMarriott’s Office of Consumer Affairs

Our team was able to cancel the whole transaction and return all the points and credit charges back to the them and we covered the change fee

The description this guest gives of the hotel and her room doesn't match our Nashville Marriott at Vanderbilt hotel They do not have Jacuzzi tubs or patiosI believe the guest is referring to a different hotel

I have spoken with the guest and she has accepted a partial refund of the smoking recovery fee along with our apologies for her frustration with the situation.- Sara T [redacted] , Corporate Liaison, MrMarriott's Office of Consumer Affairs

[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: It sounds like we are at an impasse, business has only addressed 1/of concerns and refuses to address further I propose that unless Marriott wishes to re-consider, this be closed as "Revdex.com found business made good faith effort to resolve complaint but customer not satisfied with business response" Regards, [redacted] ***

October 10, [redacted] [redacted] Dear [redacted] : Thank you for your recent submission to the Revdex.com detailing your experience at the Courtyard by Marriott [redacted] Please accept our sincere apologies for any frustration you have felt as a result of that experience The Courtyard by Marriott [redacted] does offer shuttle service to the casinos; however it is at a first come first served basis Unfortunately the shuttles were already fully committed during the time you wanted to utilize the service We understand and accept that this inconvenience resulted in the unplanned and unexpected expense of taxi fare Because of this, we were happy to see that you were refunded the additional $you claim to have incurred in taxi fare The hotel does not have record of any other concerns raised by you during your stay Therefore, we feel the compensation offered was fair and appropriate in relation to your actual experience and no further compensation will be offered We thank you for providing us the opportunity to respond to your concerns and look forward to serving your future lodging needs Sincerely, Candice C [redacted] Corporate Liaison MrMarriott’s Office

From: L***, Jason Sent: Thursday, March 19, 9:PMTo: Subject: San Francisco Airport Marriott Waterfront Good Evening [redacted] , Thank you for contacting the Revdex.com regarding your visit with us on March 14th here at the San Francisco Airport Marriott Waterfront I apologize for your experience We provided a negotiated discounted self-parking rate of $for duration of the event Payments were collected from Attendees and Vendors at the Front Desk as well as in the Banquet facilities Everything we do here at the San Francisco Airport Marriott is done to enhance the guest experience In order to facilitate a speedy egress and avoid any excessive delays at the conclusion of the event, we did open the parking lot gates I am sorry you did not feel this was a fair practice and I can certainly understand how other attendees may have been dishonest and failed to pay As a gesture of hospitality, I have issued a $25.00USD Marriott Gift Card that will be sent via USPS to your address provided by the Revdex.com on Linden Street If there is a more preferred address to send the Marriott Gift Card to, please let me know at your earliest convenience We strive for excellence here at the San Francisco Airport Marriott Waterfront and I greatly appreciate your candid feedback If there is anything else I may do to be of service, please do not hesitate to contact me Kind Regards, JASON L [redacted] I Senior rooms operations manager san francisco airport marriott waterfront

[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 did not aware about those fees, so please could you void it Regards, [redacted]

complaint # [redacted] Letter of response sent to guest on May 29, Dear MrKrewson: Thank you for your most recent correspondence to the Revdex.com, regarding the usage of Marriott Rewards during your upcoming stay at the Gaylord [redacted] Resort & Convention Center Please accept our sincere apologies for your less than favorable experience I was pleased to see the hotel reached out to you on April 27, and modified your reservation to reflect one day at the convention rate, and the second day using Marriott Rewards points Marriott Rewards does offer no blackout dates, as explained in the Terms and Conditions on the Marriott website; hotels have standard rooms available for redemptions every dayBlackout dates traditionally refer to a limited number of dates on which a hotel could choose not to accept redemptionsWith our “No Blackout Dates” policy, hotels will no longer have blackout dates for redemptionsHotels may limit the number of standard rooms available for redemption on a limited number of days Your Rewards Redemption stay will include a single or double standard room at a participating Marriott hotel or [redacted] including the cost of your hotel room, room tax/service charge, and extra-person charges, if anyAll other hotel charges, including resort fees and [redacted] Club level charges, are the responsibility of the Rewards Program Members and are not included in the stay There are times when Marriott corporate may also approve hotels in advance on special events, in citywide sold out situations, that they are not required to open inventory for rewards usage [redacted] , we are sorry for the frustration this has caused As a gesture of goodwill I have added 5,Marriott Rewards points to your account Please be assured your business and your loyalty are important to us We appreciate you taking the time to write, and hope you will give us another opportunity to serve you

Letter of response from the Orlando World Center Resort Marriott in regards to complaint # [redacted] Dear [redacted] , Your letter to the Revdex.com regarding the Orlando World Center was referred to me for a response Upon research of the hotel’s security cameras on the date referred to, we were able to confirm that your vehicle was parked in the lane designated for Bus drop off and pick up for approximately minutes before a member of the Hotel Security team arrived to clear all other vehicles from that lane The camera footage shows the vehicles approached promptly departing property immediately following without further incident [redacted] , kindly note that designated no-parking areas at our entrance are for the safety of guests arriving and departing the resortWe do apologize for any confusion or inconvenience the procedures we follow in these areas may have caused you Regards, Cheryl B [redacted] | At Your Service Manager | Orlando World Center Marriott | Tel: ###-###-#### [redacted] @marriott.com