Residence Inn by Marriott

[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 Regards, [redacted]

Our personal stay with Residence Inn Marriot, Lombard,Illwill never happen again, Our room key didn't work different times, couldn't get into the pool area,no towels by the pool, or our room, we had a studio room instead of room with queen beds, we had to go to front desk and get our own bedding and pillow for pull out couch, NO COFFEE in the morning, had to go to front desk again to get some, and finally the electric didn't work for the breakfast buffetNo toast or waffleNOT a pleasant stay and we wont be back

From: Date: Tue, Jun 16, at 11:AMSubject: Fwd: Resolution to Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: [redacted] < [redacted] @myRevdex.com.org>---------- Forwarded message ----------From: C [redacted] , Debra < [redacted] @marriott.com>Date: Mon, Jun 15, at 3:PMSubject: Resolution to Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: "[email protected]" Attn: [redacted] This file is actually showing as a closed file I was able to secure a refund of $for the guest The hotel will issue the credit to the guest’s credit card account today An email was sent to the guest notifying him of the reversal Warm Regards, Debra *C [redacted] Debra *C [redacted] Liaison, MrMarriott’s Office Phone: ###-###-#### Email: [redacted] @marriott.com Facsimile: ###-###-####

We have advised the guest the $70/night plus tax rate will be honored through April and they will begin receiving complimentary upgraded high-speed internet service today The manager the guest mentions in the complaint is no longer employed by the hotel The guests are happy with the remaining staff and accommodations and are among the very first guests to stay on the hotel’s newly renovated third floor - Sara T [redacted] , Corporate Liaison, MrMarriott’s Office of Consumer Affairs

See Attachment:

">Good Morning Revdex.com,
The check was cut for Ms*** 2/26/and cleared the bank
See attachments for image of check
Diane K***
Corporate Liaison
MrMarriott’s Office

Residence Inn Location: LeGrand Road Columbia South Carolina USA
During my recent stay at the above location, I was billed $for a SMOKING CHARGEIn which was FRAUD and INVALID I contacted the hotel and questioned this charge to be informed there was: 1) smoke in the air and 2) drugs visible by housekeeper, who happen to be working across from mine and I had a 1-2minconversation with at my room doorI was shock and confused, WHAT IS GOING ON? 1) We briefly stayed in room 2) I suffer from sinus problems via smoke 3) The Housekeeper was outside room door, I had a conversation with her (at my door) about the dishes I told her I left cleaned 5) I'm an Overzealous Cleaner (always leaving room in excellent condition) 6) I left my trash can outside the door, in which was cleaned 7) My room door was ajar as I visited guest at front desk and taking items to vehicle several times 8) Room was located on ground floor 9) I’m pregnant What smoker would leave a door ajar, with housekeeper within inches from door knowing there is a fee $fee…A Fool, that’s who, I contact the Marriott Customer Service Center, which stated they would have a manager contact meMy question to Marriott Customer Service was LET ME SEE THE PHOTOGRAPHIC EVIDENCE & PULL THE VIDEO TAPE to see how we were in and out of room during check-out and the Housekeepers in front of room; because I know for a FACT my husband and I don't smokeKeep in mind, due to business we stay in the Marriott 10-times a year for over 12+ Years with NO ISSUES The manager did contact me 2-days later via email and the PLOT then THICKEN NOW the Manager stated SHE along with the HOUSEKEEPER smelled smoke in the room and items (Black & Mild) in room trash can- HELLO "The trash can was just cleaned, and not a mention of drugs (like the previous representative stated”I was now confused and very upsetIn my 40+ years, I’m now being labeled as a drug addict, Black & Mild Smoker (yes they went there, adding a chuckled in my ear) I’m going to give the IF FACTOR to this situationIf I was smoking (FACT: I wasn’t) why didn’t the same Housekeeper including Manager: 1) Said something 2) Alert management 3) I received sometime of formal notification
4) Call Cops (via them initialing stating “there were drugs visible”- BECAUSE IT WASN'T)
5) Provide photographic evidence, I requested during my first call; in which their representative stated THE FACILITY DON’T PROVIDE/TAKE PICTURES of situation like this oneNot surprised!
No, they wait a day-after I left then charged my accountFYI: If you’re planning on staying there let me give a piece of advice BEFORE CHECK OUT have MANAGEMENT do a walk through and VIDEO TAPE ITYes, Marriott is a good brand but keep in mind this made me question a few things after this FRAUDULENT SCAM 1) Do they have a quota 2) Do employees get a percentage of that $feeI never though in a million years a person who NEVER SMOKE ANYTHING would be accused of this mess from such a brand as this oneThe management was very unprofessional in their follof two-days after my questioning/complaint, not a CALL just an email two-days later, with NO PHYSICAL PROOF for MY EYES; just word of two-representatives I spoke to (via me calling, trying to speak with management ) and a email from a manager two-days later who ALL TOLD CONFLICTING ACCOUNTS of MY STAYThis made me smell the GUILT/SCAM very clearlyThank God for my Bank, who tried to contact GM and no reply; which was how I got my refundNo way in the world anyone should place any negative accusations on anyone without PROOFIf I was a smoker and breaking any rules; I wouldn’t have a problem with the feeBut to know that this facility is scamming people out of money is a NO GO! Who else have they tried this SCAMI never known that this could happenI begin to google situations like this online and seen this is commonBEWARE at CHECK OUT and NOTE there is a Courtyard across the street and a F* Inn within 5mins awayWILL NEVER STAY or RECOMMEND this HOTEL to ANYONE!

From: Revdex.com of Metro Washington DC
rgb(34, 34, 34); font-size: small; font-family: arial, sans-serif;"><[email protected]>Date: Tue, Jun 16, 2015 at 11:05 AMSubject: Fwd: Resolution to Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: C[redacted], Debra <[redacted]@marriott.com>Date: Mon, Jun 15, 2015 at 3:41 PMSubject: Resolution to Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "[email protected]" <[email protected]>
Attn:  [redacted]
 
This file is actually showing as a closed file.  I was able to secure a refund of $250 for the guest.  The hotel will issue the credit to the guest’s credit card account today.  An email was sent to the guest notifying him of the reversal.
 
Warm Regards,
 
Debra *. C[redacted]
Debra *. C[redacted]
Liaison, Mr. Marriott’s Office
Phone:  ###-###-####
Email:  [redacted]@marriott.com
Facsimile:  ###-###-####

See Attachment

Our personal stay with Residence Inn Marriot, Lombard,Ill. will never happen again, Our room key didn't work 3 different times, couldn't get into the pool area,no towels by the pool, or our room, we had a studio room instead of room with 2 queen beds, we had to go to front desk and get our own bedding and pillow for pull out couch, NO COFFEE in the morning, had to go to front desk again to get some, and finally the electric didn't work for the breakfast buffet. No toast or waffle. NOT a pleasant stay and we wont be back.

[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. 
Regards,
[redacted]

We have advised the guest the $70/night plus tax rate will be honored through April and they will begin receiving complimentary upgraded high-speed internet service today. ...

The manager the guest mentions in the complaint is no longer employed by the hotel.  The guests are happy with the remaining staff and accommodations and are among the very first guests to stay on the hotel’s newly renovated third floor
-        Sara T[redacted], Corporate Liaison, Mr. Marriott’s Office of Consumer Affairs

Review: I stayed at the Residence Inn from August 3rd to the 15th. During this stay my $400 headphones were taken from my nightstand. When I noticed they were missing I informed the front desk. Someone from loss prevention came to my room, looked behind the couch, and told me there was nothing he could do to help me other than file a report. I was told to go down stairs at 7pm to file a report. At 7pm I went downstairs to speak with the head of security, he had no idea what I was referencing. After explaining myself yet again, I was told I could have a copy of the report the following day. No one called me the next day, so I decided to speak with the manager on duty. She told me that they did not have a formal report (or cameras!) but my claim had been submitted to the ins. company. The following day the ins. company told me the hotel did not have a policy against lost or stolen items. The manager said they submitted the claim to the wrong ins. company. I have yet to this day (9/3) not heard back. I have had to file a police report, call the property manager, corporate, and so on. No one seems to care! It was only after my husband called that they informed him there were safes at the front desk...remind me why I should trust them?? I am so disgusted with this business. DO NOT STAY HERE!Desired Settlement: I would like to be refunded the $402 to purchase new headphones.

Business

Response:

Revdex.com of Metro Washington DC

AttachmentsOct 8 (12 days ago)

to me

---------- Forwarded message ----------

From: [redacted] <[redacted]@marriott.com>

Date: Tue, Oct 7, 2014 at 11:08 AM

Subject: Response to Complaint ID: [redacted] ([redacted])

To: "[email protected]" <[email protected]>

Dear Revdex.com,

In response to your request in the attached correspondence I am submitting you my reply. On August 11, 2014 [redacted] alleged that her headphones were stolen from her room. In response to [redacted]s allegation we conducted a full investigation which included interrogating the door lock, interviewing the Housekeeper, filing a formal report and submitting it to our insurance company in accordance to our commercial general liability policy. Our insurance company declined the [redacted]’s claim. We also had several phone conversations with [redacted]’s husband ([redacted]) informing him of these findings repeatedly.

Additionally, I would like to mention that all of our staff members are carefully vetted with reference checks and criminal background checks conducted by a venerable third party as part of their hiring process. We take the safety of our guests very seriously. Our hotel also possess the same universally held scope of security cameras and insurance coverage found in any comparable hotel in the DC market. As a hotel manager of over 20 years I have fielded countless of similar allegations that have resulted in the missing article being found elsewhere and ultimately exonerating the hotel from the erroneous allegation. I hope that the [redacted]s find there headphones.

Please let me know if you require any further information.

Thank you,

Cory G[redacted]

General Manager

Residence Inn by Marriott

Alexandria Old Town South at Carlyle

2345 Mill Rd

Alexandria, VA 22314

Phone ###-###-#### Fax ###-###-####

[redacted]@marriott.com

www.ResidenceInnAlexandriaAtCarlyle.com

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Dear Revdex.com,

In response to the rebuttal from Cory G[redacted], I would like to

give my reply. I find it very disturbing that the hotel management claims a “formal”

report was filed. What they failed to mention was that a man came to my room,

and looked behind the TV and told me there was nothing he could do. I went down

to the desk, as directed, to receive a copy of the report and the staff was

baffled and had no idea what I was speaking about. The security manager took

notes down on a ragged, spiral notebook and was extremely unprofessional. After

speaking with the assistant manager, I was told I would be receiving a phone

call the following day to pick up a report. As expected, this did not happen. I

waited another day and still had not received a call. I confronted the manager

and she still did not provide me with a copy of the report.

After speaking with the insurance company they told me the

hotel did not carry a policy for stolen items. The assistant manager told me

they submitted it to the wrong company and would resubmit it. The assistant

manager told me they could check the cameras throughout the hotel. I was later

informed the cameras are not located throughout the hotel. Being a frequent traveler

and having worked at multiple hotels, I know that this as Mr.G[redacted] states, this

is not in the universal scope of hotels. At this point I was forced to involve the

police. The hotel was refusing to provide me with any documentation, I was

later told they had no form for me to fill out. I received a police report.

I had a few days left of my stay, I did not want anyone

coming in my room. I hung my do not disturb sign, and my room was still

cleaned. I had asked the managers to stay in contact with me and I again had to

reach out to the Assistant manager. I attempted to call the property manager

and my phone calls were not returned. I asked multiple times to speak with the

head manage, Mr. G[redacted], and he was never available to meet with me. The staff

also notified me there were safes in the lobby upon checkout.

Mr. G**’s statement “As a hotel manager of over 20 years I

have fielded countless of similar allegations that have resulted in the missing

article being found elsewhere and ultimately exonerating the hotel from the

erroneous allegation” is completely irrelevant and seems as though he is trying

to brush off his responsibility as a manager. I own my own business and if

someone were unhappy with the services I provided, I would do everything in my power

to correct the situation and have a happy customer. I find it absolutely insulting

that Mr. G[redacted] is implying that my statements are false. What ever happened to “the

customer is always right”? I have never been treated so poorly.

The unprofessionalism and lack of compassion Mr. G[redacted] and

his staff have shown proves valid reasoning for my frustrations yet again. I am

rejecting this response and sending a message to the Revdex.com to

tell you that I do not find the business's offer acceptable, simply because no

offer has been made and no reasonable attempt to restore my faith in Marriott

(I travel to this area every year on military orders and will be for the next

8+ years) or replace my headphones has

been executed.

Regards,

Review: I used my [redacted] card to hold a room at the Residence Inn on May 12th thru May 16th. I did not use this charge card to pay for my stay. When I checked in I was told that a $20 a day hold would be placed on my card and I was okay with that. While shopping my card was denied I learned that they put a hold on my card of over 700$. I contacted my credit company and found that there was a $80 charge by the hotel, a $480 charge and then a $280 charge as well. When I asked the desk why the large amount was held on my card they stated that it was "JUST A HOLD". A hold which prevented me from using any free credit on that card. On the day of checkout the 16th the bill was paid by my company in full, and the hold still remains on my credit card to date 5-21-13. I was told by desk employees that the hold would be released after a couple of days after I checked out which in my opinion is totally unnecessary since the bill was paid in full. This is so irritating.Desired Settlement: Im not sure to the answer to this question except that it is a very bad policy. The desk clerks seem to be totally oblivious to the consequences of this so called hold. I have been back for several days from my vacation and have still not been able to use my most used credit card. I called the company about the situation and was put on hold for several minutes then offered the choice of leaving a message with the promise of someone to call me back on the issue. It has been 24 hrs and no call bk

Review: Back in June 2012, our family made a reservation at the Residence Inn [redacted]: [redacted]. The reservation was for May 22-26 2013. The reservation was made almost a year early because the US Naval Academy graduation was on the 24th of May 2013. The reservation was part of the Naval Academy graduation package that Residence Inn offered. The reservation was made for a 2 bedroom suite, with 2 beds total, one sofabed, and 2 bathrooms total. A condition of this reservation was that we pay the full amount ahead of time prior to the actual date of reservation. We had done that. Now fast forward to April 18 2013. We received an email telling us that if we need to cancel, the last date to do so would be the 24th of April. It also stated that not responding to the email would mean that we are good to go for our reservation on the 22 May-26 May and that we will be checking in for our reservation. The part of the email stating this can be seen below:

" With that said, the cancellation deadline is upon us. Should you require any changes or cancelations, please contact me directly via email by 24 APRIL, 2013. (Note: A response is not required, but no response will be an affirmation that there are no issues, changes, or cancelations to current reservations.)

Again, on behalf of the entire staff, I want thank you for choosing the Residence Inn – [redacted], and we look forward to the honor of serving you and being part of this momentous occasion!

"

We never had the intention of canceling our reservation. My family was ready to arrive in [redacted] on the 22th and check in to the Residence Inn. Now fast forward again to the 9th of May. I received a call from Residence Inn stating that our family needed to switch rooms or cancel our reservation. Although we had reserved a two bedroom suite, Residence Inn now wanted us to stay in two separate studio rooms. There are five of us. The reason they gave us was that there were a family occupying the room we had reserved. Residence Inn told us that the reason for this was that the family had lost their home due to an apartment fire. Residence Inn told us that they checked in 30 days prior to May 9th and that the family decided to extend their stays. Residence Inn told me that this had to be honored.

During this conversation we talked to two people:

1)The representative who answered the phone

2) General manager

Both me and my mother talked to both representatives.

During the course of our conversation, residence Inn gave us four choices:

1)Take the two studio rooms at a "discounted price" of $130 per room and per night

2) Face cancellation with a full refund

3) Be on a wait list and TRY to get the original room we booked

4) Get a another hotel room booked by Residence Inn at a different hotel further away

My mother was talking to the general manager at one point. He gave my mother an ultimatum:

Take the two studio rooms at the given price or face a cancellation with a full refund.

We are just frustrated as to why Residence Inn decided to do this at the last minute. We know that the family staying in the room decided to extend their stay just recently. Residence Inn should have planned for this. We made this reservation almost one year prior to the dates we planned to stay. We paid in FULL, many months prior to the dates we planned to stay. I understand that the family currently in the room has been the victim of an apartment fire. But Residence Inn should have planned for this better. They let us know too late when plans had already been set, with airline tickets already booked. The options they offered did not make things better. It was pretty much, take these two rooms or face cancellation. We didn't want to take the two rooms because those weren't the rooms we agreed to. Also, we may have guests over to our hotel. These guests are friends from Maryland.How are we suppose to invite guests if we were stuck with the two studio rooms. That's why we wanted a suite. We certainly could not take the cancellation because we didn't and wouldn't have anywhere else to stay. May in [redacted] is a BUSY holiday season. Good hotels are booked up and we have five people. They could have offered us the two studio rooms for free or at a much much lower price. Instead they gave us the choices: take these two rooms at these "discounted prices" or take the refund and leave.Residence Inn also offered to place us on a wait list for the room we wanted. Just one problem, why do we need to be on a wait list for a room that we was already promised ALMOST A YEAR AGO. We also couldn't take their offer to find us a different hotel. We wanted to stay in [redacted] because the graduation was in [redacted] and did not want to drive from a location further away to see the graduation. That was the whole point of the reservation we made almost a year ago. We wanted to stay at a hotel in [redacted]! At the end of the lengthy phone call we had with Residence's Inn, we had to take the two studio rooms they offered. We got a full refund for the reservation we made almost a year ago and were given new confirmation numbers for the new rooms. We had no choice! It was 13 days before the travel dates and my family has to fly from California. How else are we going to find a hotel in [redacted] during the busiest time of the year for the city? We're just flabbergasted as to why Residence Inn decided to change our reservation at the last minute. What was the entire point of creating an almost one year early reservation? Isn't the very point of a hotel reservation to RESERVE a room that you desire, at specific dates that you plan to stay at? And this wasn't a normal hotel reservation. It was made almost a YEAR in advance with payment already made! The total cost was $1487.08 for the four days!There wouldn't have been ANY PROBLEMS if Residence Inn tried to accommodate us in a better way then just "Here, take these two rooms at our "discounted rate" of $130 per room and per night, be on a wait list for a room that you were promised a year ago, cancel the whole reservation, or take the room we'll offer you at another hotel." Their decision to offer these options were completely against what was agreed upon months ago! Also, one the reservation confirmation sheet I received, it states on the line, guarantee method: "Guaranteed to property". Isn't this basically a breach of contract? The full Residence Inn reservation document is pasted below. Please review this case and let me know as soon as possible. Thanks

Reservation Details

Confirmation Number: 89390342

Your hotel: Residence Inn [redacted]

Check-in: Wednesday, May 22, 2013 (03:00 PM)

Check-out: Sunday, May 26, 2013 (12:00 PM)

Room type: 2 Bedroom Suite, Bedroom 1: 1 Queen, Bedroom 2: 1 Queen, Sofabed, Bathrooms: 2

Number of rooms: 1

Guests per room: 1

Guest name: [redacted]

Reservation confirmed: Wednesday, June 13, 2012 (00:46:00 GMT)

Guarantee method: Guaranteed to property

Summary of Room Charges Cost per night per room (USD)

Wednesday, May 22, 2013 - Sunday, May 26, 2013 ( 4 nights ) 329.00

Regular rate, prepay in full, non-refundable if cancelled less than 90 days before arrival

Estimated government taxes and fees 42.77

Total for stay (for all rooms) 1,487.08

Complimentary on-site parking

Changes in taxes or fees implemented after booking will affect the total room price.

You may modify or cancel your reservation online (see details below), or call [redacted] in the US and Canada. Elsewhere, call our worldwide telephone numbers.

Contact us if you have questions about your reservation.

Canceling Your Reservation

You may cancel your reservation for no charge until Wednesday, February 20, 2013 (90 day[s] before arrival).

Please note that we will assess a fee of 1,487.08 USD if you must cancel after this deadline.

If you have made a prepayment, we will retain all or part of your prepayment. If not, we will charge your credit card.

This fee equals your room charge plus tax for all the nights of your reservation.

Modifying Your Reservation

Please note that a change in the length or dates of your reservation may result in a rate change.

To ensure that you receive this special rate, we will charge your credit card a prepayment of 1,487.08 USD.

Please send a check or money order prepayment to RESIDENCE INN ANNAPOLIS [redacted]Desired Settlement: If possible, we would like the two studio rooms that we had to take , to be free. Residence Inn did not honor what was agreed upon almost a year ago. They decided to make changes to our reservation only a few days before our stay. They did not plan for this well. Their options to rectify this problem were not satisfactory.

Business

Response:

[redacted]

Review: due to a fire my family has been staying at this hotel for the last 3 months we have house cleaning services in our place every day. I had an iPod touch stolen from me by 1 of the people on house cleaning crew right out of my children's bedroom. when I noticed it missing I found the case to my ipod conveniently hidden in my paperwork on the dining room table. I contacted management and they did and investigation which came up inconclusive on their part so I was referred to the Marriott claims department. they were very unhelpful and bad communication with myself I was the 1 contacting them on numerous occasions to find out the conclusion of my claim only to find out that they are denying my plane and a letter was sent to the hotel in my name 5 days ago and was never given me. I just want my ipod replace until they're not handle properly and don't know what to do.Desired Settlement: I would like the money to replace my ipod fourth generation touch white or I would like to replace I would also like 50 dollars in credit for all of the music application that were on my iPod

Business

Response:

[redacted],

Good Morning. Please close this issue.

I called and spoke to [redacted]/claims. The claim was denied because the hotel never had possession of the IPOD and due to the Innkeepers statute. Guest room did not have a DND. The locks were checked and only the guest and housekeeping came into the room. The staff denies taking the IPOD, staff has a good reputation on taking care of the rooms. We have no idea if one of the children got ahold of it (ages 6 and 8) and left it somewhere or if one of the family members lost the item.

I called guest and left a voice mail that we will be unable to replaced her IPOD due to the information claims has given me and explained it was a unexplained disappearance. The hotel never had possession of the item and we do not know that it was not lost by a family member and explained the Innkeepers statute. Left my number if she wanted to talk. :::

Thank you,

Corporate Liaison

Mr. Marriott's Office

Telephone: [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: My husband and myself thoroughly checked the hotel room, and the only part of the ipod that was found was the case, which was hidden in an old newspaper. I think it is an absolute disgrace that the Marriot would have the audacity to say that they questioned their staff and are convinced they didn't do it based on them not confessing to a crime. Do they honestly think someone is going to be stupid enough to admit it outright? I can understand the innkeeper statute to an extent, but it is ridiculous that hotels can hide behind this when their employees steal from customers. Is it not a double standard that a hotel can say that they are not responsible for what their employees do to my stuff in my rented room yet if anything happens to the hotels stuff in my rented room, I am held responsible? So if their employee steals the television while I am at work, I am responsible since I not only am responsible for my stuff, but also theirs. In addition to this, I am completely beside myself knowing that they would accuse my children of stealing, yet exonerate their staff who may or may not be working legally in this country. We have had only three housekeepers that have spoke english as a first language. I hate to profile people like this, but if the hotel can profile against my children, then I am going to profile against their choice of staff that as I said, may or may not be working in this country legally. The other aspect of why I reject this answer from them is that they were very quick to throw my insurance company under the bus for the charge of my $250 ipod saying that we should contact them as they can "write it off." We have had nothing but issues with the hotel in not releasing useful information to us such as an armed robbery in the hotel parking lot right after we moved in which we found out about through a local newspaper and not even so much as a sorry for the inconvenience when 8 cops busted down the door across the hall from us with shotguns for the illegal activity that was going on. The people never allowed room service into their room, were in and out at all hours of the night, and had numerous people staying all the time, yet they didn't know something was going on? So to say that these are trustworthy people and that the Revdex.com should take their word and close this complaint is an absolute joke. And I would ask that this message is posted by the Revdex.com on the website so others don't have to suffer losses at the hands of these liars like us.

Regards,

Review: This letter is to complain about service I recently received from the [redacted] Residence Inn [redacted] in [redacted], VA on Thursday, August 14, 2014. Upon checking in the front desk agent (Jerry) said that I had to pay for my entire stay ahead of time (something that I have never had to do in the past) because I was using a debit card. I explained that I booked online and that it was not stated there. In addition, the price he quoted, $440.00, was not the same as what was emailed to me, $345.31. His response was They dont tell you everything online. Since we had driven four hours and my family was tired, I reluctantly gave him my card and checked into the room. The room was equally disappointing. The door was cracked; crumbs were on the coffee table, hair was in the refrigerator and the tub was old and cracked around the drain. Without hesitation, I called Marriott customer service to inform them of my experience. Both agents stated that they were not aware that I would be charged up front; however, the second agent did mention that the hotel was a franchise and that they could make some of their rules. I have always trusted Marriott brand hotels and have stayed in the past without any problems. Jerry did switch our room to an executive suite for the night (of which we did not request). This room was larger, but it still needed better housekeeping; it had ground- in stains in the carpet under the table, at the foot of the bed and at the entrance of the kitchen; the room smelled of mildew, and some type of dried substance, that we later cleaned, trailed from the utility closet to the dishwasher (or vice a versa). The front desk agent assured us that we would be able to stay in the larger room for the same rate for the rest of our stay as long as we talked to his manager the next day. Unfortunately, when we spoke with the general manager (Zachary K[redacted]) on Friday, August 15, 2014, he would not honor that rate and did not try to accommodate us in any way (as he had already spoken with Jerry the night before). As a result, we checked out on Friday and chose to stay at another hotel.I expected a much higher level of service from your company, and I am quite disappointed. We checked out of the hotel feeling frustrated. In order to provide resolution, I am requesting a full refund of the one-night stay of $88.70. Sincerely,[redacted]Desired Settlement: Refund of the one night stay of $88.70

Business

Response:

See Attachment

Consumer

Response:

[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.]

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,

Review: My wife, our 6 kids and myself needed a decent sized hotel room when our heat pump decided to stop working just as it started snowing and Residence Inn had rooms that would be perfect for us. We checked in and there were no problems until after we checked out. My wife noticed a $101.01 charge to our account and called the hotel directly. The charge was for for damage they say was done by us to the doors key lock. I say this is false because the door unlocked just fine when I had to run up and grab something I had forgotten, and had no issues opening the door. During our 4 day stay, there were no issues with getting in or out of our room. I called on Friday and was told there was nothing they could do about it because it was our fault and we could talk with the GM on Monday if we wanted to. I called her this morning, Annie H[redacted] and she was rude and had a ole well attitude about it. I asked here what proof she had that I did the damage and said it was personal and confidential information that she could only share with my bank if I wished to dispute the charge, and I have done so with my bank. I know with everything in me, I did not damage this door lock. My family and I are rewards members and never had issues like this. I am hoping to get to the bottom of this and have my funds refunded to me.Desired Settlement: Would like my funds refunded to me, or at least the proof they have that it was me who did the damage