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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I need to know what Credit Card was used fraudulently during this hotel stayI was sent a form to review hotel and I answered it in frustration stating I wasnt thereNo credit card of mine was In Pennsylvania at any timeI have all my cardsThis is offensive that Im defending that I wasnt thereThey can look at cameras and determine that it wasnt meI am requesting immediate info on credit number, bank credit card is fromI need to be protected from further fraud via Marriot Corporation Regards, [redacted]

Our associate Diane K [redacted] called and left a voice mail responding to [redacted] on August 15, Per her notes: size="1" face="Helv"> -called guest and left a voice mail that the rings could not be found and apologized.-advised that I did place 5,rewards points in her account as a good will gesture

From: [redacted] , [redacted] Sent: Tuesday, July 15, 5:PMTo: [redacted] 'Subject: MarriottImportance: HighDear *** [redacted] :On behalf of MrMarriott's Office, we would like to thank you for your correspondence regarding your stay at the Residence Inn [redacted] Your time in sharing the details of your experience is greatly appreciatedWe sincerely apologize for any inconvenience you may have experienced during the resolution of your concerns, and for any frustration you encountered when speaking with our representativesYou are a very important customer to Marriott and we value your family’s preference and loyalty, and what happened in your case is not typical of Marriott's level of serviceOur staff prides itself on delivering the highest level of service to all of our guestsWhile it's never pleasant to hear of our shortcomings, it does allow us to refocus our energies on providing the service Marriott is known for.I truly regret we did not provide you and your family the experience that you anticipatedRest assured your comments have been addressed with the appropriate executivesWe strive for excellence and welcome the opportunity to improve base on your comments and observations.*** [redacted] , as a valued Marriott Rewards Member, we have credited the 100,points used during your visit back to your account04/30/06/03/_____ [redacted] 80, [redacted] 04/30/06/03/_____ [redacted] 20, [redacted] Your current account balance as of today July 15, is 118,We hope this isolated incident will not deter you and your family from coming to enjoy the service you have come to expect and deserve from MarriottSincerely, [redacted] Corporate LiaisonMrMarriott’s Officecc: J.WMarriott, Jr

The General Manager reached the guest and apologized; she is processing a full refund for the guest. It will take 3 to 5 business days for the credit to process to his credit card. The guest appeared happy with this solution.

From: O***, Iona Sent: Monday, August 04, 10:AMTo: [redacted] Subject: [redacted] Courtyard [redacted] Dear [redacted] : I’m writing to thank you for bringing the issues to my attentionWe accommodate many guests each evening and we strive to make their stay a satisfying oneThe principal goal of our hotel is to provide dependable service to all of our guestsConsequently, it’s disappointing to learn that you’re unhappy Please accept my sincere apology I want you to know the comments and suggestions we receive from our guests are taken seriouslyThey tell us what we’re doing right and what we’re doing wrong and how we can improveYour willingness to share your recent experience is greatly appreciated Please be assured the issues you’ve raised have been addressed, and the appropriate actions have been taken Again, I want to thank you taking the time to share your concerns with us Thank you for being loyal to Marriott Sincerely; Iona [redacted] O [redacted] CHA General Manager [redacted] ***/ [redacted] Courtyard by Marriott [redacted] , NJ [redacted] ###-###-#### (p) ###-###-#### (f) www.marriott.com\phlmh

“The General Manager takes issue with several of the complaint’s statements and is of the opinion that the complainant is worsening the conditions found for unknown purposes The observation of the conditions of the bathroom may not have met her personal standards but they did meet the general standards of the hotel When the guest called regarding a room change, we advised her we would be happy to move her into another room and she declined to change rooms We did leave a “goodie bag” for the guest, containing snacks generally accepted by other guests The statement of staying at Marriott because of the consistency is of some question, as the guest has stayed with Marriott nights in 2017, night in and night in The guest was referred back to the General Manager because it is Marriott policy that the general manager who was involved in the problem is required to be involved in the solution of the problem The 10,points that [redacted] seems to think so little of would cost her $125.00, if she were purchasing them The General Manager has already provided a written apology and has provided 10,points as a goodwill gesture Under the circumstances, we feel this is adequate compensation for the problem encountered and no further compensation will be provided Tell us why here

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]

Complaint: [redacted] I am rejecting this response because: I had to call the front desk 3times to get a responseIf this is the way that Marriott treats their guest I will take my business elsewhere I'm glad I have documentation on Revdex.com of my horrific experience and the follow up taken! If Bill Marriott were to see the black ring around the tub, that was never cleaned, he would be appalledMoreover, the overall cleanliness of the restroom was embrasingI had to go to 7-and purchase Lysol.Regards, [redacted]

The Hotel General Manager reported the issue was dealt with when the guest was staying at the hotel Attached is a copy of the credit folio which processed the refund to the guest We apologize for any difficulty

Response from Chicago Hotel Autograph Collection, complaint # [redacted] Sent: Monday, August 15, 7:PMSubject: Your recent stay at Hotel Chicago Dear [redacted] , Your concerns to the Revdex.com has been referred to me for a responseAfter reading your concern I realized that this was not the first time I had heard this regarding your stayI know there had been several interactions with our staff when you stayed with us earlier this month to try to accommodate your needsI also know you reached out through our Marriott Customer care and shared your concerns as well and that is when my Director of Rooms reached out to you personallyWe make every effort to not only satisfy our guests but to go above and beyond for each of themWe see that you have a future reservation with us at the end of this month and have already made special notes in your profile requesting the room be heated to degrees per your preference given to our team while on propertyWe also have ensured we have a space heater available for you placed in your room upon arrivalIt is true that during the peak summer months we do not have the heat circulating throughout the tower, however, there are ways around this that we can make it warm for you and the fact that we failed you during your last stay I do sincerely apologizeThank you for voicing your concerns as it is the only way that we can continue to improve our leadership and team and focus on being proactive with our guests needsIf there is anything further I can assist you with prior to your arrival, please reach out to me personally so that I may ensure your stay with us goes flawlesslySincerely,

[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: The response from Marriott has resolved this matter I am very thankful for the quick response, a response that proves that Marriott does provide excellent service and is a customer-oriented business.The incident I had with the phone rep was hopefully just an isolated incident.Thank you! Regards, [redacted]

The General Manager reported she refunded the charges for her room, tax and incidentals

From: G***, Michael [ [redacted] @remingtonhotels.com] Sent: Monday, November 16, 10:AMTo: [redacted] @***.comCc: C [redacted] , DebraSubject: Your stay at the Courtyard Louisville Airport [redacted] , Your letter to the Revdex.com has been referred to me for a response Please forgive us for the confusion and delay in correcting the credit card issue during your recent stay While this issue has been discussed with our entire Front Office team to ensure it will not occur in the future, it is no excuse for the mix up that occurred with your reservation I am glad that we got in touch so that I could resolve this for you I hope that we will be able to regain your trust moving forward Should you find yourself returning to the area I would love the opportunity to handle the reservation process at our hotel for you personally to provide a discounted rate and ensure an excellent stay from start to finish Alternatively, If you are a Marriott Rewards member I would be glad to purchase some Marriott Rewards points for you to use towards a future stay at any Marriott hotel For the latter, please feel free to respond with your Marriott Rewards number at your convenience I hope that this will not affect your decision to use Courtyard by Marriott again in the future and again, please accept my apologies for any inconvenience Warm Regards, -- Michael G [redacted] General Manager Courtyard by Marriott Louisville Airport [redacted] Louisville, KY [redacted] P: ###-###-#### F: ###-###-#### [redacted] @remingtonhotels.com

Apology letter emailed to guest advising him the representative followed Marriott's Best Rate Guarantee process His claim was responded to within the hour time frame; however, we were unable to honor the claim as we could not validate the comparison rate Guest was provided 10, Marriott Rewards points as our apology and in recognition of his importance as our guest

The hotel has advised us that in a gesture of goodwill to [redacted] and not as an override of the claim adjuster's findings, they are sending a $check to [redacted] The hotel was found to have no liability by the insurance adjuster so this is truly a matter of goodwill by the property [redacted] should have the check in to days

[redacted] was given an apology, a full refund of the charges for her stay and a gift certificate for a complimentary four night stay at the property when she returns to visit her family during Spring Break She was very satisfied with the outcome

Hotel response to guest regarding, complaint # [redacted] .When we found out about these holds and charge we immediately called the bank to have them released and allowed [redacted] to cancel her reservation, which was an advance purchase, with no penaltyI have personally spoken, via phone, with *** [redacted] and assured her that there will be no more unauthorized holds or charges made by the hotel and in fact told her that since her account is closed this is not even possibleThere is one hold on her account that we are waiting to be released by the bank in the next day or so and then we should be goodAs a gesture of goodwill and to gain back her trust I also offered [redacted] a complimentary stay with us, should she wish to come backShe was grateful for my personal call, appreciated the offer and will let me know when the charge is released and if she wishes to stay with us.DAVID C [redacted] | GENERAL MANAGER

The Marriott never informed me that my credit card will be charged more in case of incidentsI looked at my bank statement online and was surprised to see the chargeI had contacted Marriott and customer service was no helpThey never apologized nor did they offer any solutionsI am very unhappy with Marriott and I will NEVER deal with them again!

Marriott International has been made aware of a series of fraudulent telephone calls being made in different parts of the world where the caller offers a complimentary stay at a Marriott hotel to entice the person taking the call to listen to a sales pitch unrelated to Marriott This practice, known as "scamming", typically incorporates a company's branding in order to get someone to provide personal information or buy a product or service Marriott International has a long standing commitment to protecting the privacy of the personal information that is entrusted to us Marriott has not provided any information to the parties involved in these fraudulent calls If you receive a suspicious telephone call, especially for a contest you did not enter, we urge you not to provide any personal information, especially credit card information Instead, simply end the phone call

hotel has contacted the guest via email apologizing and offering them a full refund of their charges.From: D***, Glenn Sent: Tuesday, June 28, 7:AM To: [redacted] ***; [redacted] (PBITB) (F) Subject: RE: Marriott Customer Care Issue - [redacted] - [redacted] Dear *** [redacted] ,Your letter to the Revdex.com has been referred to me for a response.As we pride ourselves on delivering a memorable hotel experience during your travels, we have unfortunately fallen short of our goal during your recent stayPlease accept our sincere apology for the shower drainWe have shared your feedback with the appropriate hotel team to ensure that this was an isolated issue.Upholding my commitment to provide a memorable experience with exceptional service, I would like to offer you a full refundOnce again, thank you for your valued feedback and we hope to serve you again whenever your travels bring you back to Boynton Beach.Sincerely,Glenn D***General managerTownePlace Suites [redacted] @marriott.com [redacted]