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: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]

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

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

[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

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

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 ###-###-####

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

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 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

[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] ***

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

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

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

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

Dear Revdex.com,I spoke with the guest today regarding her complaint.She never submitted a claim for Marriott's Look No Further Best Rate Guarantee Program.She called the Customer Care team and when she was advised she would need to speak with the Look No Further Best Rate Guarantee Team she told them she was being passed around and would be contacting the Revdex.com We cannot evaluate it to ensure her claim was processed correctly as she never submitted one.I have apologized to her for the way she feels but also advised her that we will not be providing her with any compensation for not submitting her claim.Warm Regards, Kim P [redacted] Corporate LiaisonMrMarriott’s OfficeEmail: [redacted] @Marriott.comPhone: ###-###-####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 did not aware about those fees, so please could you void it Regards, [redacted]