Marriott International, Inc.

Dear *** ***, my name is Anthony C*** the Director of Operations at The Atlanta Airport Marriott HotelMy reason for contacting you is your letter to the RevDex.com has been referred to me for a response
First let me start by apologizing on behalf of the entire hotel for the issues you experienced while staying at our hotelWe set high standards for ourselves and clearly we did not live up to those or to your high standardsThere are no excuses for all the problems you encountered and I am committed to correcting them with my teamI am even more concerned with your description of how your phone calls were handledThis is clearly not up to Marriott’s standards of Brilliant Hosting and I would be most appreciative if you happened to remember any of the names of our staff that you were speaking with in person or over the phoneThis will certainly help me focus in on who on my team needs additional coaching and trainingI certainly wish I was made aware of your concerns earlier as I would have responded and corrected them myself and not had you wait this long for some form of resolution
Due to the amount of problems and the poor stay you had with us, I am happy to refund you the amount of your stay with us which was $I will have my accounting department credit this amount back to the credit card we have on file for youIt usually takes 5-business days for you to see the credit show up on your accountPlease let me know if you do not see this credit in that time frame and I will track the refund
Again, I want to sincerely apologize for everything you encountered while at our hotelWe appreciate your business and truly hope we have another opportunity to host you again in the futureIf I can be of further assistance or if you would like me to call you to discuss your stay further, please let me know a telephone number and convenient time to call you and I would be delighted to do soMy contact information is listed below so if there is ever anything I can assist you with please do not hesitate to contact me
Have a wonderful evening
Best regards,
Anthony C***
Director of Hotel Operations
Atlanta Airport Marriott
*** *** ***
College Park, GA ***
p###-###-####
c###-###-####
***@marriott.com

We have contacted the guest via email and let him know that due to the issues with his guestroom and his poor experience in our Bistro, we would refund the smoking recovery charge in full
- Sara T***, Corporate Liaison, MrMarriott’s
Office

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

As part of the reservation process, all guests are advised that the checkout time for Marriott's Desert Springs Villas I resort is 10:00am. This specific guest requested a late check-out and the request was granted until 11:30am, however, the guests items remained in
the room until 2:00pm. Before assessing the late check-out penalty charge, a key lock interegation was performed and reflected that the guest entered the room up until 2:00pm. In addition, our housekeeping staff attempted to clean the room twice in between 11:30am and 2:00pm, but could not do so because the guests items remained inside
The late check-out fee will stand as the resort had to allocate additional housekeeping resources in order to make the accommodation ready before the next arriving guest. New guests may begin checking in at 4:00pm and this left our housekeeping with only two hours to clean the accommodation
Regards,
Ray F*
SrAdvocacy Manager
Executive Office
###-###-####

Dear *** ***; Thank you for contacting the Revdex.com to express your concerns regarding the Residence Inn Denver Airport. Your letter has been referred to me, and I am pleased to respond I'm so sorry the hotel was unable to accommodate your reservation when
you arrived for your recent stay. The decision to relocate a loyal guest is not an easy one to make, but there are rare occasions on which this does occur. Our hotels can become overbooked due to human error, or there could be a maintenance issue that forces us to close down a room for an extended period of time. I've researched this situation and have provided the extra training necessary for this hotel's associates to ensure this is not a problem in the future Thank you for your long-standing loyalty to Marriott. We take great pride in providing excellent service and maintaining the highest standards in the lodging industry. Our most loyal guests like yourself help us to validate our successes as well as understand when there is an opportunity for improvement As a Marriott Silver Elite Rewards member, your Ultimate Reservation Guarantee benefit entitles you to a compensation check of $100.00. The hotel leadership is issuing this check and you should receive it in the mail within a few weeks. If I can be of any further assistance, please don’t hesitate to contact me. Have a good day! Sincerely, Alexander M*** Corporate Liaison MrMarriott’s Office Marriott International, IncE-mail: ***@Marriott.com Phone: ###-###-#### or ###-###-#### Fax: ###-###-####Tell us why here

The hotel reports they spoke with the guest and resolved the issue by refunding the $charge

Hello *** ***, This is to acknowledge your correspondence and thank you for taking the time to contact the Revdex.com regarding your Marriott Rewards account I have reviewed your correspondence and would like to reinstate your account along with the
14,that have expired. Please let me know so I can reopen and credit your account as soon as possible If there is anything I can do for you, please, don’t hesitate to let me know Kind regards, JoLynn JoLynn W*** | Corporate Liaison, MrMarriott’s Office | Marriott International, Inc| p: ###-###-#### or ###-###-#### | e: ***@marriott.com This communication contains information from Marriott International, Incthat may be confidentialExcept for personal use by the intended recipient, or as expressly authorized by the sender, any person who receives this information is prohibited from disclosing, copying, distributing, and/or using itIf you have received this communication in error, please immediately delete it and all copies, and promptly notify the senderNothing in this communication is intended to operate as an electronic signature under applicable lawTell us why here

[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: ***I am rejecting this response because: I was not advised that I will be charged an extra day! They did tell me that I can check out at and I did do so but it seems the rep at the front desk did not check me out when I asked her to!
I also got terribly nasty attitude from a woman at the front desk throughout my entire stay which she said was because I was only paying $a night through ***!
now they charged me as follows:
07/06/RESIDENCE INN *** ***
I have been to countless hotels and never got charged for late checkout!
The rep told me I can check out which is when we have left my room!!! Regards,*** ***
P.Sa extra day would be whats the nastiness of charging 365? and even if I was told which is not true in this case for hour?? This is not justified and not acceptable!!!

[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: ***
I am rejecting this response because:
Please let me know where you would like me to provide this information I am not going to put the card number or personal information on a public forum Once I provide the info, I will come back and accept the response if I receive a refundThanks!
Regards,
*** ***

[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 as Answered]
Complaint: ***
I am rejecting this response because:Marriott is responsible for my personal property once it is in their handsHiding behind a decision by insurance company that did nothing othet than pass the claim to a 3rd party is laughableI demand that Marriott calls me to discuss this matter live and in person.
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear *** ***,
Thank you for speaking with me today Marriott International stands behind our previous repliesThank you,
Marriott International

I spoke with the guest and apologized for her experience. Since her daughter is a Marriott Rewards member, I added 10,points to the daughter’s account for
frustration with the customer service associate. I also advised the hotel manager will be sending her a Marriott Gift Card in the amount of $for the issues she encountered at the hotel
- Sara T***, Corporate Liaison,
MrMarriott's Office

[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: ***
I am rejecting this response because:
I paid extra money by following the directions on your website If I booked the room through orbits I wojld have paid less money Your site said no need to boon the rooms to get the special rate ao I didn't
Regards,
*** ***

*** *** was advised of the hotel's position on 09/08/and again when he rejected the response on 09/14/2017. We have reviewed the supplemental material supplied and find it to be a restatement of material earlier provided except for *** Bank upholding the existing charges, which further supports the hotel's position. The hotel has not changed, nor will not change, their position and this issue is closed and not subject to further discussion

Dear **and *** ***,as previously discussed, we have provided the photos that you requested of your room as it was found by our staff upon your departureIn your guest room, there was a smoke detector head left with a plastic bag over it, the screen was popped out, and a lingering smoke smell
in the roomUnfortunately, due to privacy concerns, I am unable to share the Marriott Customer Care email which was submitted by a guest who checked into the same room, on the day that you checked outThe issue submitted was a complaint about the lingering smoke smell in the roomDespite our best efforts and deep cleaning, we were unable to completely remove the Smell before the new guest checked inAs a result, not only was the guest after you affected, but the hotel was also harmed through lost revenue and an additional cleaning costThis information has been previously communicated to you by myself, as well as by Marriott Customer CareBased on the evidence taken from your room and the feedback from the next guest our decision to let the charges stand remains unchanged and is supported by Marriott's Customer Care Department.Kind Regards,Rachel P*** General Manager

The General Manager advises a full refund has been made to the guest. Please allow 5-business days for this credit to appear on your account. We regret the incident

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hotel has no record of guest stay under name *** or *** Unable to resolve further