Marriott International, Inc.

response: All claims are based upon available prices when reviewed. When the claim was processed the lower price was not present for the room type of the reservationWe do apologize, but the claim is not able to be approvedWe trust you understand our final position

[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. Overall I am very satisfied with the companys attentiveness to the matter.
Regards,
*** ***

Dear Revdex.com,
Called and spoke to *** and offered to meet him half way on his request and add another 25,Marriott Rewards points to his account. Advised this will be my final gesture for compensation due to the fact I do not have proof a hotel employee dropped is ***. This gives *** a total of 50,points in compensationGuest accepted the offer to finalize compensationn request. Guest is happy
*** ***
Corporate Liaison
MrMarriott's office

Please accept our sincere apologies for any offense that may have arisen from the handling of your issue
Please be assured that the safety and security of our guests is very important to us and these matters are not taken lightly. We can certainly understand your disappointment with the result of your claim; however, Marritt Claims Services has the final responsibility to investigate and determine the outcome of events of this nature and we support their decision. Our apologies for any frustration you may have experienced
Thank you again for bringing your concerns to our attention. We appreciate your business and hope you will give us the opportunity to serve you again

Dear *** ***, class="MsoNormal">
Thank you for the email to the Revdex.com regarding the incorrect category information for the Marriott Frenchman’s Reef. I appreciate the time you took to speak with me today
Please accept our sincere apologies for the frustration this has caused. Your comments are appreciated in our continuing effort to provide you, and our other guests with quality service. As a gesture of goodwill 40,points have been purchased and placed into your Marriott Rewards Account. You will be able to view these points within hours
Please be assured that your business and your loyalty is important to us. We appreciate you taking the time to write, and hope you will give us another opportunity to serve you again
Jennifer D***Corporate Liaison, MrMarriott's Office Phone: ###-###-#### Email: ***@marriott.com

Hello ALL, The hotel's management has reached out to *** *** *** in regards to this issue. They also performed a research on the chargesHis reservations was booked under ***His card was accidentally charged instead of the *** card, but the issue was resolved as of January
12, when a refund was issued. They called *** *** and left a detail message asking to return our call if he needed anything furtherPlease edit the case statusThank you:::

Dear *** ***,Thank you for your recent correspondence with the RevDex.com regarding your stay at the TownePlace Suites Falls Church.We
apologize that you had trouble receiving the associate rateThe associate rate
is a gift that is given to all Marriott employees to use for
themselves and to
share with their family and friends. According
to the terms and conditions, at check-in, friends and family members who are
not traveling with the associate must present a photo ID (driver's license,
passport, etc.) and an original Room Rate Discount Authorization Form (
Authorization Form )The hotel must be able to confirm that the authorized
form is validUnfortunately
the hotel was not able to validate the form that you presented. If you would be able to send me a valid form,
the hotel is willing to honor the discounted rates that you booked and refund
the difference to you credit card.*** ***, again, I am truly sorry for the issue that you had using the employee
discounted rate and I hope to hear from you soonSincerelyChristine
C*** Corporate
Liaison Mr
Marriott’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: ***Line-
I am rejecting this response because: your response was completely unacceptableThe number you referenced in your e-mail response was one of the first phone numbers I called and I got no whereI left a message DURING BUSINESS HOURS and NEVER RECEIVED A PHONE CALL BACKThat being amongst at least phone numbers that I was redirected to throughout the entire day, wherein I was told that no one could help me and no one knew who could help me with this matterI am completely insulted and honestly, disgusted, by your lack of cooperation and consideration toward this matter and your response just proves even more that your customer service is far below parI will continue to pursue further action with this matter until I get a response that is to my satisfaction.The fact that you are offering me no sort of compensation shows your disregard for your customers and businessThank you
Regards,
*** ***

Dear *** ***,
Thank you for your recent correspondence to the Revdex.com regarding your experience at the TownePlace Suites Denver Southwest and your request for additional compensation. I appreciate your candid feedback regarding the issues encountered during your
stay.
I can certainly understand your frustration with the events that occurred during your stay at the TownePlace Suites. Our goal is to exceed the expectations of our guests by making their stays memorable. *** ***, we realize we made your stay memorable, but not for the right reasons. Rest assured we will continue to work with our associates to ensure improvements are made in this critical area of performance. We hope you will accept our heartfelt apologies
We feel the property did in goodwill refund your 10,points which is equal to a complimentary one night stay. We feel this was an appropriate actionWe are sorry to hear of your continued disappointment but feel the hotel’s gesture is appropriate. We now consider this issue closed and no further compensation will be forthcoming related to this matter
We appreciate your patronage. We trust you understand this is our final position
Jennifer D***Corporate Liaison, MrMarriott's Office Phone: ###-###-#### Email: ***@marriott.com

Hotel lowered the rate to the correct government rate of $per night. I spoke with *** *** and advised him of this adjustment to the rate. *** *** accepted the resolution
Debra *C***
Liaison, MrMarriott’s Office

Letter sent out by the hotel:
size="3">
Dear *** ***,
MrMarriott acknowledges with thanks receipt of your email and has requested that I respond on his behalf
While it is never pleasant to learn of a disappointing experience on the part of our guests, I do appreciate you bringing your concerns to our attention as it is through candid feedback that enables us to improve our service Please accept my apologies for not providing you with the level of service you have come to expect from a Marriott Hotel and rest assured that I have already shared your constructive comments with the appropriate leaders
I understand that *** ***, our Guest Care Supervisor, responded in April to your concerns surrounding your guest room. Please rest assured that *** briefed me on the incident and copied me on his follow up email to you. I understand from your email that you disagree with the level of compensation extend to you by *** and that you are seeking additional compensation
***, although I am unable to refund monies you paid to ***, given the severity of the situation and in an effort to reestablish your faith in Marriott, we would like to offer you the following: enroll you in Marriott Rewards (Marriott’s complimentary and highly rated loyalty program) with immediate progression to Platinum Elite level for one year plus 60,bonus Marriott Rewards points This number of points equates to two nights at the *** *** *** Marriott and other similar properties. You can possibly stay up to four nights at Courtyard and Fairfield Inn properties on 60,points. By using your Marriott Rewards number for all of your future Marriott stays, you will earn points that you can redeem for more complimentary stays. In addition to stays with Marriott, your points may also be redeemed for thousands of items or other vacations
Please reply with your home address so I can enroll you in the program, issue your bonus points, and get your membership packet mailed to you as soon as possible so you can start enjoying the benefits of being a Marriott Rewards member
*** ***, we realize you have choices when traveling and hope that your experience has not permanently marred your impression of our resort and you will consider providing us the privilege of serving you in the future.
Until then, we remain,
Yours sincerely,
*** ***
At Your Service Supervisor
On Behalf of:*** ***, General Manager
*** ***, Resident Manager
*** *** *** Marriott
*** *** *** ***
***, Florida ***
###-###-####

Response to ID #***
10pt;">
From: MCOWC Customer Care Sent: Wednesday, September 07, 2:PMSubject: Your Recent Stay at Orlando World Center Marriott
Dear Mr***,
I am writing on behalf of Orlando World Center Marriott; your concerns to the Revdex.com have been referred to me for a response. Please allow me to express our sincerest apologiesFrom the nature of your comments, we fell considerably short in our efforts to provide the service you have come to expect from MarriottI regret the unfortunate circumstances you experienced during your recent stayThese issues are not indicative of the type of service and stay we strive to provide to our guests
I realize the situation you described with the debit card authorization was frustrating and certainly understandable and I apologize for any inconvenience it caused. From my research, I found the supervisor did attempt to contact the *** ** *** to cancel the authorization. I regret *** ** ***’s disinclination to process the cancellation in a timely manner. While it does not negate your experience, I am happy to refund you the cost of the first night (room + tax) for the debit card difficulty. Please let me know the last digits of the card used to pay for your stay so I refund the correct account
Your valuable feedback has been shared with the executive leadership and front office teams. Mr***, we greatly appreciate you sharing your thoughts with us so that we may continue to make enhancements and deliver exceptional service in the futureWe appreciate you choosing the Orlando World Center Marriott and ask that you please consider us again for your lodging needs in Orlando.
Sincerely,
Brian L*** Guest Relations Supervisor Orlando World Center Marriott *** *** *** Drive Orlando, Florida ###-###-####

On Fri, Sep 30, at 7:AM, K***, Mary Ann wrote:
Good morning ***,
I want to thank you for taking my call yesterday and I certainly apologize that the agent did not get back with you
Thank you for the responseThe reason they were unable to post
any points is the fact that there is no amount of $$$ showing on your folioIt appears perhaps you may have been on company business and they must have paid it in advance or with a company credit card
All I see is Yuan witch is equivalent of $US $$
It does not show your room night charges or a total other than the Yuan
Without that I have no way of posting the stay other than $for incidentals
I will however offer to purchase you 5,reward points because no one really responded to you or let you know the reason they were unable to post the points
If you have the confirmation number, perhaps I can look it up in past stays to see how it was booked to see if it qualifies for the pointsOtherwise the only offer I can make is the 5,reward pointsPlease let me know
As I mentioned if you booked through a third party they do not qualifyThe reason for that is the third party purchases a block of rooms at a discounted rate, at that point they own the rooms and build in their own rateWe do not know; nor can we ask what they are charging for the room
Please let me know if you are able to find the confirmation or a folio that shows the daily rate and how it was paid for
I look forward to hearing from you
Kindest regards,

Dear *** ***: Thank you for your letter regarding your experience at the Newport Beach Marriott. Your concerns to Revdex.com has been referred to me for a responsePlease accept our sincere apologies for the frustration this has caused. Your comments are appreciated in
our continuing effort to provide you, and our other guests with quality service. Per MrMarriott’s direction each incident received is forwarded to the individual hotel for a response. This serves as a training tool for each hotel, in order to improve on any service or product failures. You can expect a response from the hotel executive office within the next three business daysPlease be assured that your business and your loyalty is important to us. We appreciate you taking the time to write, and hope you will give us another opportunity to serve you againKind regards, Jennifer D*** Corporate Liaison, MrMarriott's Office Phone: ###-###-#### Email: ***@marriott.com

Dear *** ***:
We are happy to see that John B- Front Office Manager spoke with you and confirmed that you have received the refund issued.
Michelle L*** / Corporate Liaison / ***

We have emailed the guest to apologize for her experience at the hotel. The guest stayed eight nights. During her stay, the hotel provided two complimentary nights for her inconvenience. The remaining six nights were covered by 100,Marriott Rewards points. As a final
gesture of goodwill, the hotel's General Manager has restored the points she redeemed. The 100,points were returned to her account on 6/8/16.- Sara T***, Corporate Liaison, MrMarriott's Office of Consumer Affairs

[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,
*** ***

D'Mar C***, Guest Satisfaction Coordinator, reported that he had spoken with *** ***, found her reservation and processed a credit in the amount of $316.24. It will take 3-business days for her bank to process the charge to her credit card. He mentioned she seemed very satisfied
with outcome

[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,
*** ***

The hotel General Manager sent an e-mail to the guest in apology for the different difficulties she encountered during her stay and is refunding one night's room and tax as a tangible form of apology