Residence Inn by Marriot

In conducting an investigation into the complainant's allegations, I interviewed the associates who were present for the incident and reviewed the videotapesWe were first made aware of the incident from a guest in a room near the complainant's room on the 4th floor wherein the caller advised that there was a loud argument int the hallwayThe front desk agent on duty and another associate were on their way up to find out what was going on when the complainant and her husband exited the elevator fightingThe complainant was screaming and arguing with the husband and it was he who first asked that we contact the policeThe staff tried to calm the situation and when the complainant shoved one of the staff members to get at her husband is when the police were calledFrom the time the couple exited the elevator until the police were called, was approximately two minutesAfter reviewing the video and speaking with staff, we feel that the associates handled the situation appropriatelyThe complainant acted inappropriately and caused a disturbance which necessitated a call to the policeWe will not refund anything for this incident and will not respond to any further communication

We are in receipt of the complaint filed by the complainant dated March **, 2015, and, unfortunately, the complaint is full of inaccuraciesThe complainant initially made a reservation for nights on August **, for a September * check inIt should be noted that stays at our hotels require
pre-payment or an authorized hold of the amount of at least week's stay if staying in excess of that length of timeAt check in, the complainant presented a Mastercard ending in *** for which we could only get a $authorizationThe card would not allow us to authorize anymoreThe complainant's initial bill was for $and the account was settled to the aforementioned $hold.The complainant returned to the front desk on the third morning of their stay and presented a new Mastercard ending in *** at which point we could only get $authorizedThe next night's stay totaled $and that amount was settled against the aforementioned $hold.On the 4th morning of their stay, the complainant came to the desk and said that we would be able to authorize the aforementioned card, number ***, an additional nightsAt the end of the night period, an additional $was settled against the night holdAt that point, the complainant requested to extend her stay and, due to a sold out situation, we could not grant her request. Since her check out, the complainant has complained to Marriott which we successfully defended AND, more importantly, she tried to dispute the charges made to the Mastercard ending in ***It should be noted that we prevailed with regard to the credit card dispute and there is no evidence that we double charged herAt this time, we are concluding our handling of this matter and will not respond to any additional inquiries

In conducting an investigation into the complainant's allegations, I interviewed the associates who were present for the incident and reviewed the videotapes. We were first made aware of the incident from a guest in a room near the complainant's room on the 4th floor wherein the caller advised...

that there was a loud argument int the hallway. The front desk agent on duty and another associate were on their way up to find out what was going on when the complainant and her husband exited the elevator fighting. The complainant was screaming and arguing with the husband and it was he who first asked that we contact the police. The staff tried to calm the situation and when the complainant shoved one of the staff members to get at her husband is when the police were called. From the time the couple exited the elevator until the police were called, was approximately two minutes. After reviewing the video and speaking with staff, we feel that the associates handled the situation appropriately. The complainant acted inappropriately and caused a disturbance which necessitated a call to the police. We will not refund anything for this incident and will not respond to any further communication.

Review: I stayed at this hotel with my husband during our relocation to **. When I made the rsvp it was for 10 days based on the move in date to our home. When we got there I found out our move in day may be sooner so I changed reservation which I was already charged and authorized in full for on my [redacted] credit card for $1386.53. I was told on phone that this authorization would drop off after I paid at check in. I paid at check in with a different method instead as I wanted to put charges on my debit card. There were 3 separate charhes made during stay as we were day by day there not knowing day of move in to our home. The 3 charges were $893.24, $161.16 $332.13 which totaled the $1386.53 charge. After checking out and were asked to leave a day early cause they were overbooked and overbooked our room to someone else with I thought was very unbusiness like and unprofessional but checked out and moved into our home. I noticed my [redacted] charge a few days later authorization turned into a permanent charge and also my bank card was also charge the 3 amounts above. I filed a claim with my bank and been going back and forth since september. 2 out of the 3 transactions were credited back but not the $893.24. This transaction ended up over drafting my account and getting account closed as bank reversed my temp credit and gave me a negative. the $161.16 was credited back and the $332.13 but kinda funny the 893.24 wasn't. I want this refunded immediately as I was double charged for this charge as you can see attached on other credit card statement for full amount of $1386.53Desired Settlement: would like a refund for the remaining balance of duplicate charge I am owed for. please see original charge attached from [redacted] card. other charges were made on my credit card as I was told authorization would be dropped off and not permanent.

Business

Response:

We are in receipt of the complaint filed by the complainant dated March **, 2015, and, unfortunately, the complaint is full of inaccuracies. The complainant initially made a reservation for 10 nights on August **, for a September * check in. It should be noted that stays at our hotels require pre-payment or an authorized hold of the amount of at least 1 week's stay if staying in excess of that length of time. At check in, the complainant presented a Mastercard ending in [redacted] for which we could only get a $330.00 authorization. The card would not allow us to authorize anymore. The complainant's initial bill was for $332.13 and the account was settled to the aforementioned $332.00 hold.The complainant returned to the front desk on the third morning of their stay and presented a new Mastercard ending in [redacted] at which point we could only get $180.00 authorized. The next night's stay totaled $161.16 and that amount was settled against the aforementioned $180.00 hold.On the 4th morning of their stay, the complainant came to the desk and said that we would be able to authorize the aforementioned card, number [redacted], an additional 5 nights. At the end of the 5 night period, an additional $893.24 was settled against the 5 night hold. At that point, the complainant requested to extend her stay and, due to a sold out situation, we could not grant her request. Since her check out, the complainant has complained to Marriott which we successfully defended AND, more importantly, she tried to dispute the charges made to the Mastercard ending in [redacted]. It should be noted that we prevailed with regard to the credit card dispute and there is no evidence that we double charged her. At this time, we are concluding our handling of this matter and will not respond to any additional inquiries