Marriott International

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

The General Manager reports he contacted [redacted] and she agreed with a refund of and was very satisfied

The General Manager extended an apology and reduced the rate for her stay to $per night (from over $200) In addition, we provided 35,Marriott Reward points, adequate for a free night stay at her upcoming reservation location by way of apology for the conditions she encountered at this property

Dear ** [redacted] : We are sorry to hear of your continued disappointment with our responses All of the information you are seeking is stated on your Marriott Rewards online account and we are not sure why you are addressing them with the Revdex.com instead of seeking assistance through Marriott Rewards directly If you have not registered or set up your online account we will be happy to assist you Marriott Rewards ###-###-#### Accessing Loyalty Account Information Online when Member is NOT Registered: Access www.marriott.com / www.marriottrewards.com or [redacted] Set up online password Complete required fields in Membership Information Complete required fields in SiInformation Account information is available immediately upon successful registration While we can understand other companies "rollover" programs may be different, we have made every effort to publish ours at: WWW.MARRIOTT.COM/MARRIOTT/ELITEROLLOVERFAQS.MI Upon review of Holiday Inn's terms for rollover nights which you mentioned their terms read: Elite Rollover Nights – Qualifying nights in excess of nights will be counted towards a member’s Elite status qualification for the following calendar yearElite Rollover Nights are only valid for one calendar year This is very similar to ours Remember all nights stayed with Marriott count towards your lifetime membership In addition, your stay at the [redacted] posted to your account on March as nights from March - March as follows: 2014-03- 2014-03- 2014-03- BR [redacted] , DC [redacted] 9, STAY Points Rewards breakfast 1, Points BASE EARNINGS 5, Points PLATINUM ARRIVAL GIFT BONUS Points 50% ELITE MEMBERSHIP BONUS 2, Points ** [redacted] , we appreciate the opportunity to clarify our programs, please let us know if we can be of further assistance to you [redacted] / Corporate Liaison

The guest has not responded to telephone calls nor e-mails sent by the hotel If/When the guest responds, the hotel will deduct another $from her account, which with the prior discount will be equal to one night's charge The guest checked in late Friday night for a three night stay The AGM was on property from am to 6:pm on Saturday and at no point did [redacted] either complain about her room or ask to speak to a manager On Sunday, the GM arrived at the hotel at am and was on property all day and again neither [redacted] or her husband complained nor asked to speak to a manager On the morning of her departure, [redacted] advised the Front Desk Agent about her concerns and at that time the Front Desk Agent gave her the $discount She and her husband departed from the hotel and she indicated she was satisfied with the resolution at that time The hotel would be happy to apologize that the incident occurred and discuss it further with her if and when she contacts the hotel

Dear Revdex.com, Guest was sent pictures of the linens and towels from her roomThis hotel will charge you a fee of $for towels, linens, power pack cleaner and labor for items in this condition due to tanning sprays and chemicals I talked General Manger Eric P [redacted] down to only charging her for the linen and towels as a onetime exception Guest was refunded $Kind Regards, Diane K [redacted] Corporate Liaison MrMarriott’s Office

Dear [redacted] , Thank you for the additional opportunity to address your concerns with the Newport Beach Marriott Your time in sharing the details of your experiences with these offices is greatly appreciated We sincerely apologize for any inconvenience you may have experienced during the resolution of your concerns Our staff prides itself on delivering the highest level of service to all of our guests While it's never pleasant to hear of our shortcomings, it does all us to refocus our energies on providing the service Marriott is known for We are pleased to hear that you did communicate with the Resident Manager, Shelene P [redacted] and came to an agreement on resolution As a gesture of concern due to your experience, she rebated you an additional $50.00, along with the $refund, this will reflect on your credit card in 5-business days [redacted] , I know that this has been a frustrating experience I hope that Shelene was able to provide closure to your concerns and that we will be able to welcome you to a Marriott property in the future Jennifer D [redacted] Corporate Liaison MrMarriott's Office Phone: *** [redacted] *** Fax: [redacted] Email: [redacted] @Marriott.com

Dear Revdex.com, "Times New Roman","serif Guest was refunded $plus tax This was the difference if he booked the government rate Guest is happy Kind Regards, Diane K [redacted] Corporate Liaison MrMarriott’s Office

The hotel has opened an insurance claim for this guest regarding her missing property The guest has been notified of this and is in contact with the insurance adjuster - 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 as Answered] Complaint: [redacted] I am rejecting this response because:pleasr make sure that this case goes against MarriottThey lied to a year loyal customer and lost one with thisOther people should know of their poor business practices Regards, [redacted] ***

Mary Ann K [redacted] 08/11/10:47:AM - Resolution ___________________________ [redacted] They did send this onto the Revdex.com[redacted] From: C [redacted] , Tyrone Sent: Tuesday, August 09, 7:PM To: [redacted] @***.com Cc: [email protected] Subject: FW: [redacted] Aloha [redacted] , My name is Tyrone C [redacted] and I am the Resident Manager at the Waikiki Beach Marriott Resort and SpaI am writing to inform you that I received your customer issue and first I would like to apologize on behalf of the resort for the issues you and your family experienced while you were our guestWe take and welcome feedback from our guest and continue to use this feedback as an opportunity to continue to strive for excellence in providing our guest with an enjoyable and memorable stayWe were unable to deliver this to you and your family during your stay and again I do apologizeWe are going to credit your credit card for the full amount of your stay of $and do hope you will in the future give us another opportunity to share with you and your family the true Aloha Spirit and serves we provide here at the resortPlease do not hesitate to contact me if you have any questions or if you are going to be in Hawaii in the near futureWe would love to have you back at the resortRegards, Tyrone C [redacted] Resident Manager [redacted] @marriott.com Waikiki Beach Marriott Resort & Spa Kalakaua Avenue | Honolulu, HI office [redacted] | fax [redacted] MarriottWaikiki.com MarriottHawaii.com

Apologized to guest for the concern this offer has caused Advised this was an offer for new hire [redacted] employees Explained the link forwarded to him was not the Marriott link advising of the terms and conditions As a onetime gesture of goodwill advised guest Marriott has upgraded his account to reflect Platinum Elite through January 31, Marriott Rewards

Please accept our sincere apologies for the frustration you have experienced The points have posted back to your Marriott Rewards account

October 6, New Roman"> [redacted] ** [redacted] Email: [redacted] Dear [redacted] : Thank you for your correspondence to Revdex.com regarding the challenges you experienced when contacting our Reservation department It is always a pleasure to hear from our most loyal guests Please accept our apologies for the frustration you encountered and the service you received This is certainly not typical of the service we provide our guests We always strive to ensure that the level of service is consistent with Marriott standards We have shared your comments with the General Manager of our Central Reservation and asked to express the importance of providing quality service to their staff As a gesture of goodwill 10,Marriott Rewards points was posted to your account Thank you again for taking the time to bring this to our attention We look forward to the opportunity to provide you with the exceptional service and accommodations you expect and deserve from Marriott Sincerely, Line K [redacted] Central Regional Liaison MrMarriott’s Office

From: New Roman""> P [redacted] , Kimberly Sent: Tuesday, September 16, 12:PMTo: ' [redacted] 'Subject: Marriott's Response to your Revdex.com claim regarding Marriott’s Look No Further Team September 16, [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 on behalf of Marriott International and the hotel 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 both [redacted] .com and [redacted] .com were selling rates that mirrored what was booked on Marriott.com 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 The Marriott Look No Further Team has hours to validate claims from the time a guest submits it and they were able to validate yours in hours and minutes All of our agents are required to view the compared rate on a live website during processing This 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 hotel 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/hotel-prices/travel.mi [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, Kim P [redacted] Kim P [redacted] Corporate Liaison Marriott International

Dear [redacted] ***: Thank you for your letter regarding your interaction with one of our associates and obtaining a group reservation at the Los Angeles Airport Marriott Your concerns to the Revdex.com 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 Tell us why here

[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:The hotel fails, once again, to understand the way customer satisfaction works It shouldn't be on THEIR terms Their offer for a free night's stay is akin to being rewarded a free meal from a restaurant that just got you sick off their food the first time around No thanks Their understanding of my "refusing housekeeping" is also completely inaccurate The manager running that place wanted to have her housekeeping clean how filthy the room was....BEFORE she could see what we walked into She didn't want to see the evidence which is why I photographed it So THEY were the ones who were refusing to play ball....not me In fact, housekeeping was in my room EVERY day! Again, why they would take their obviously biased worker's word for it without hearing MY side of the story speaks volumes I DID request their staff stop contacting me directly....that much is trueBut only because their manager was harassing me....I have full documentation of that as well And yes...I DID dispute payment with [redacted] and they found in hotel favor...which is why I'm here Like the hotel, the credit people were not interested in speaking with me before ruling and accepted the hotel's word as gospel Clearly, this hotel skews truths...so in that regard, I was doomedFinally, the single night compensation is a joke It WOULD have been fine IF I didn't have to deal with so much grief from said hotel, but after getting hassled by the manager....THEN by corporate as I am now...I felt it was simply not enough Here are the facts....they have an unhappy customer...and they really don't care If they're hell bent on standing their ground, that's fine I'll stand mine, too, and continue to bad mouth them on public forums which will cost them more than what I was asking for to begin with I work in the entertainment business and word travels fast Regards, [redacted]

May 25, [redacted] StSan Francisco, CA [redacted] Dear Mr***: 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 [redacted] charges an annual fee for members therefore; we were unable to compare the rates to [redacted] which is not a publicly available 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 Thank you for taking the time to bring your concerns to our attention Sincerely, MsLine K [redacted] MsLine K [redacted] Corporate Liaison MrMarriott’s Office Phone: ###-###-#### Fax: ###-###-#### [redacted]

From: [redacted] [redacted] Sent: Friday, September 12, 11:AMTo: ' [redacted] 'Subject: Marriott Look No Further September 12, [redacted] ** [redacted] Dear [redacted] : Thank you for your correspondence regarding Marriott’s Look No Further Best Rate Guarantee program Please accept our apology for any frustration these matters have caused you As you were previously advised, the Look No Further (SM) Best Rate Guarantee must still be available at the time Marriott validates the claim A comparison rate must be reservable by the general public and the verifiable by Marriott After an additional review of the screen capture you supplied it did not show what date was entered to receive the rate information depicted Most websites will list a rate and then when you try to complete a booking at that price present a notification that the rate has changed or the hotel is no longer available Therefore, to fully verify a rate it is necessary to advance to the point in the reservation process where the site is requesting payment information Look No Further must deny your claim under Marriott’s terms and conditions We regret the difficulty this has caused you We trust you understand our position on this issue and hope it will not deter you from staying at Marriott Sincerely MsLine K [redacted] MsLine K [redacted] Corporate Liaison MrMarriott’s Office Phone: ( [redacted] Fax: ###-###-#### [redacted]

From: C***, Gina On Behalf Of C***, Dan (***)Sent: Thursday, January 21, 4:PMTo: ' [redacted] @ [redacted] .com'Subject: Your Stay at the Westchester MarriottDear [redacted] ,The comments that you have shared with our Director of Operations as well as the Revdex.com have been forwarded to me so that I may have the opportunity to respond to you directly I do apologize for the set of circumstances that led to you not being completely satisfied with your stay with us on New Year’s EvePlease rest assured that we are committed to all of our guests’ complete satisfactionI apologize for the confusion that you encountered surrounding whether or not breakfast was included in your packageAs part of our New Year’s Eve Package, you did receive a $meal credit in our [redacted] Restaurant to use as you wish, for any meal period of your choiceWe do this to allow our guests the flexibility to use the credit how they wishI was happy to see you were able to take advantage of your meal credit.Regarding the issue in your guest room, I can also assure you that we do take pest control concerns very seriously as we have the highest standards in the industryThank you for bringing this matter to our attentionUpon being notified of your concern, we did take immediate action and brought in certified professionals to conduct a complete investigation into this incidentI am happy to report that there was no evidence of any insects or infestation in your room or the surrounding areaPrior to your departure, our front office staff did reduce your package price by $and in addition, our claims department has authorized a refund in the amount of $as a gesture of goodwillPlease accept these as a token of our commitment to your satisfactionI would like to reassure you that the safety, security and comfort of our guests is our top priority and we thank you for the opportunity to address your concerns.Sincerely,Dan C***Daniel C [redacted] - General ManagerWestchester Marriott HotelWhite Plains RoadTarrytown, NY 10591Ph: ###-###-####, Fax: ###-###-#### [redacted] @marriott.com