The Marriott

Review: I was in [redacted] Marriott Downtown from September 11, 2014 to September 14, 2014 for a friend's wedding. From the start of the second day, I started experiencing bug bites as I wake up from bed. At first I thought it must have had happened while I was walking around exploring [redacted], but I realized it is likely to be the hotel room as when I wake up the next day with even more bug bites all the way up my legs that weren't there before I went to sleep. I was sure that the bug bites were new from before I fell asleep in the hotel room, because I examined all the bug bites the previous day due to the fact that the bites were starting to become painful and some of them were filled with liquid and puss. At night after I finished attending the wedding, I called the front desk to explain to them the problem and at the time they told me that someone will come up to change the sheets immediately. I waited 30 mins and no one came up to help and it wasn't until I called them again that they finally sent two maids up to change my sheets. At that time, the maids asked me why I wanted to change the sheets after midnight, so I showed them all the bug bites I had. They then called security to check the room and make sure that everything is alright as they told me that the problem probably can't be fixed with just a change of bed sheets. The security came and told me that that they are going to make me change hotel rooms after I showed them all the bug bites and that they have to take all of my clothes due to the fact that they believe it is likely to be a bed bug problem. The two security people told me that they will provide the cleaning of my clothes at no cost and will send it over to me once they are sure that the clothes are cleaned of any bed bugs if that is the problem. I received a call from Marriott a few days after I arrived back in San Francisco to tell me that they are looking into the problem and that I will receive a call as soon as they figure out what happened. I had no real problems with Marriott until I checked my credit card balance and found out that they charged me $204.50 for cleaning the clothes they told me they had to keep with them to make sure nothing is wrong. I called the hotel I stayed at and was told by someone that I will receive a call the next day to tell me that they resolved the billing problem, but I didn't get a call. I called again the day after and not only did they not know why I called, they never even wrote down my complaint from the day before, but still they promised to call back. Finally, a week had passed and I haven't received any call from Marriott with the staff promising the call back immediately the next day both times I called, so I called again which is today on 10/1/2014. When I called, they forwarded me to someone the security department who promptly brought up the incident report that the two security guards wrote up. According to the report, the guards wrote that there were no marks on my body when they came in to examine the problem, then when I started getting upset over the way the report is written, the security guard on the phone told me to wait cause he hasn't finished reading the report and told me that there are indeed some bites on my legs as written by the report. He told me as always, that someone will call me back as soon as possible, so at this point, I've had so much run around from the company that I am fed up and decided to file this report. The incident report claim number from Marriott is [redacted].Desired Settlement: At this point I am upset over the treatment I received from Marriott and don't believe there is anything they can say to justify what happened. I was lucky in the fact that I had a friend who is a dermatologist who told me to get some [redacted] from the local [redacted] to keep major scars from being left from all the bug bites and he did not charge me anything for the visit. If the Revdex.com needs any evidence from me as far as the pictures of the bug bites, please tell me if there is an email or something I can send the photos to, I have the ones taken when I first noticed them and when they were considerably worse when I returned home to San Francisco. I am considering legal action against Marriott in their negligence and in them trying to deny the problem. At this point I want to make sure at the very least that the credit card charge for the cleaning of the clothes for the $204.50 has been removed.

Business

Response:

October 8, 2014To Whom It May Concern:We are in receipt of the complaint dated October 1, 2014 by [redacted]. The guest was charged in error in the amount of $204.50 due to a staff miscommunication. The charge has been rebated and should appear in the guest's account in the next 3 to 5 business days.Please let us know if you should have any questions or need further assistance. Thank you.Sincerely,Randy AResident Manager