Residence Inn Marriott

I am rejecting this response because: Yes, I did reach out to Marriott Corporate Money was only part of the issue The response to my complaint DOES NOT address the issues that I raised Your response is poor at best In your response you state, that I booked a government rate "which is a qualifying rate for government staff while traveling for work." I am a government employee of years I book rooms often and have never been told that that I have to be traveling for work to receive the government rate At initial booking, the reservation agent indicated government issued ID is required at check-in The subsequent confirmation also indicated only government Id was required There was never a mention of "government staff while traveling for work" throughout the booking process, and neither does the confirmation issued by your hotel mention these terms If your hotel has different guidelines, why was I not told that when I booked my reservation OR on my reservation confirmation email? How am I to know that? By providing this information at the time of booking, I would have had the opportunity to make alternative arrangements Be changing the terms at checkin, you have taken away all my choices I had a written confirmation with my rate along with the instructions for required documentation I followed all directions given and honored the terms of the confirmation; you failed to do so I have never had the confirmation rate not be honored I am completely confused by your response How exactly did your staff handle the situation? Please explain The staff did NOTHING to resolve the issue except be RUDE and refused to honor the terms of my confirmation issued by your hotelThey refused to look at my government issued ID They treated me with disrespect Your two young staff members were arrogant and unhelpful In over years of hotel stays, I have never experienced such an abysmal experience at check in I asked to speak with the manager on the phone and they refused They also did not represent the nature of the issue correctly to management, which was why I had asked to speak to them They told me to cancel the reservation or pay the increased fee It felt like extortion Your staff had no idea how to deal with the situation Nobody handled the situation There was nobody on duty who had any experience to deal with the nature of the conflict I am quite surprised that with a very full hotel, you left two new employees by themselves with no management I would have assumed that I would have been treated as a guest, like I have always been at other Marriotts I should not have to fight for my confirmation, my rate and my documentation to be honored Marriott Corporate has agreed to honor the confirmation rate and refund the money owed usWe are still awaiting receipt of the funds The Revdex.com claim was filed immediately after check in because our conflict had not been resolved There was no resolution, we were treated poorly and had no recourseAdditionally, the Revdex.com and other consumers should be made aware of such questionable business practices I did subsequently speak to a hotel manager a few days after filing the complaint, yet I have not received any kind of apology And your response indicates that you still have yet to understand the issues I am going reiterate the following in the hope that you will better understand the true nature of what brought us here I have stayed at low end hotels and high end hotels and everything in between I assure you, I have never experienced a worse checkin experience at a hotel in my life Ever I am still waiting for a satisfactory response Sincerely, Beth [redacted]

I am rejecting this response because: Yes, I did reach out to Marriott Corporate. Money was only part of the issue. The response to my complaint DOES NOT address the issues that I raised. Your response is poor at best. 1. In your response you state, that I booked a government rate "which is a qualifying rate for government staff while traveling for work." I am a government employee of years. I book rooms often and have never been told that that I have to be traveling for work to receive the government rate. At initial booking, the reservation agent indicated government issued ID is required at check-in. The subsequent confirmation also indicated only government Id was required. There was never a mention of "government staff while traveling for work" throughout the booking process, and neither does the confirmation issued by your hotel mention these terms. If your hotel has different guidelines, why was I not told that when I booked my reservation OR on my reservation confirmation email? How am I to know that? By providing this information at the time of booking, I would have had the opportunity to make alternative arrangements. Be changing the terms at checkin, you have taken away all my choices. I had a written confirmation with my rate along with the instructions for required documentation. I followed all directions given and honored the terms of the confirmation; you failed to do so. I have never had the confirmation rate not be honored. 2. I am completely confused by your response. How exactly did your staff handle the situation? Please explain. The staff did NOTHING to resolve the issue except be RUDE and refused to honor the terms of my confirmation issued by your hotelThey refused to look at my government issued ID. They treated me with disrespect. Your two young staff members were arrogant and unhelpful. In over years of hotel stays, I have never experienced such an abysmal experience at check in. I asked to speak with the manager on the phone and they refused. They also did not represent the nature of the issue correctly to management, which was why I had asked to speak to them. They told me to cancel the reservation or pay the increased fee. It felt like extortion. Your staff had no idea how to deal with the situation. Nobody handled the situation. There was nobody on duty who had any experience to deal with the nature of the conflict. I am quite surprised that with a very full hotel, you left two new employees by themselves with no management. I would have assumed that I would have been treated as a guest, like I have always been at other Marriotts. I should not have to fight for my confirmation, my rate and my documentation to be honored. 3. Marriott Corporate has agreed to honor the confirmation rate and refund the money owed usWe are still awaiting receipt of the funds. 4. The Revdex.com claim was filed immediately after check in because our conflict had not been resolved. There was no resolution, we were treated poorly and had no recourseAdditionally, the Revdex.com and other consumers should be made aware of such questionable business practices. I did subsequently speak to a hotel manager a few days after filing the complaint, yet I have not received any kind of apology. And your response indicates that you still have yet to understand the issues. I am going reiterate the following in the hope that you will better understand the true nature of what brought us here. I have stayed at low end hotels and high end hotels and everything in between. I assure you, I have never experienced a worse checkin experience at a hotel in my life. Ever. I am still waiting for a satisfactory response. Sincerely, Beth ***