Marriott International, Inc.

[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: The hotel's response is deficient It took the hotel more than days for the hotel to respond Return of does not change the fact that we were without electricity or access to working toilet for a period of time Moreover, I have been deprived of points I would have earned on my Marriott credit card I would have received a value in points far more than The manager was rude and disrespectful On the US side, Marriott still has not addressed the actions of the agent
Regards,
*** ***

From: ***, *** (*) Sent: Friday, April 11, 10:AMTo: ***, ***Cc: ***, ***; ***, ***Subject: RE: Your Luggage re: ***
***Please be informed that the insurance company has settled this case with the guest and is paying her the full amount of $that she requested.Have a good weekend.*** *** | General ManagerFairfield Inn & Suites by Marriott |New York *** | *** *** * *** *** *** ***, NY ***T:###-###-#### | F:###-###-#### | D:###-###-####Email: *** ::: From: ***, *** *** Sent: Friday, March 21, 2:PMTo: ***Cc: ***, ***; ***, ***; ***, ***; ***, *** (***)Subject: Your LuggageDear *** ***:I would like to apologize for all that has transpired to date with regards to the lost luggageIt is a shame that it took so long for the other guest to finally make contact with us, but it is not really her fault as she was traveling and only noticed the extra bag on getting home*** did make multiple attempts to call her, but really had no luck as she never actually opened her emailsWe finally called her, after you gave us the number, and were able to speak to her and gave her instructions about the *** pickupI don’t think she was ever home each time we scheduled this so we are assuming that she took it upon herself to *** it back to youWe are grateful that she did so and will try to reach her to compensate her for that expense.I do understand that you are very upset with us and rightfully soI am still in contact with our insurance company to try to come up with some sort of a solutionI understand that *** has given you 45,Marriott Rewards points and has discounted the room and tax for your entire stayTo make this easier for the insurance company, would it be possible for you to give us a dollar value of what you have spent since the bag was misplaced? I am copying our insurance company on this email as well.Please be a little more patient with me, even more so than you have been so far, for which I am grateful.Best regards,*** *** | General ManagerFairfield Inn & Suites by Marriott |New York *** | *** *** * *** *** *** *** ** ***T:###-###-#### | F:###-###-#### | D:###-###-####Email: *** :::

The member is correct that the information on rollover nights is located in FAQ's, Ellite Rollover FAQs.The first paragraph is entitled "How to Determine Rollover nights:Total nights earned at current year end -any expired rollover nights from previous year - number of nights needed to renew
status=number of rollover nights.For example, a member who earned nights in including rollover nights from would have a calculation like this: 89-17-75=0.In terms of key information, it states "rollover nights expire after one calendar year". Nights earned in would be used in and expire at the end of the year

[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,
*** ***

To whom it may concern,
My name is Vida B*** and I am writing to share an incident that
occurred with a customer service representative for the Marriott Hotel On Monday,
December 28, 2015, I called to make a new reservation along with my friend Joanette M***We dialed the reservation booking number and we were assisted
by Robert, a customer service representativeDuring the phone conversation, we asked
many questions to get clarity on the types of rooms available and he made us feel as
though we were inconveniencing him He was very direct and made us feel
unwelcomedAlthough I have made reservations before with the Marriott, I did not have a
pleasant service when interacting with RobertHe was very impolite, rushed service,
spoke to us in sarcastic and rude manner and did not do a great job representing the
Marriott brandIf this was my first interaction with the Marriot, I would have a bad
impression and would not book future staysI understand that it’s possible to have a
bad day or to have life’s daily situations to weigh heavily however Robert did not handle
our interaction properly and did not acknowledge his wrong doing While trying to
gather his last name and employee identification information, he abruptly hung up the
phoneWhen mentioning the service and how we felt, he did not even try to apologize
or correct his action He would be a perfect example of what not to do as a
representativeThe sad part was after him hanging up the phone, he made me and Joanette afraid that he would do harm with the credit card information or other harm
so we wanted to cancel the reservation and move the information from the systemI wanted to take this moment to share this horrible customer service interaction
in hopes to encourage more training and to share how the brand was hinder with this
employeeWe eventually called back to the customer service number and spoke with a
manager who assisted with filing a complaintThe manager promised that she would call me back but to no avail I have not received a phone call I would like
to continue booking with Marriott hotels in the future and hope this does not occur
againWith many hotel providers available, it’s important to value customers and make
them want to continue booking with youThank you for your time in reading this letterIf you have any questions or need
additional information on what occurred, I can be reached via email at vidab***@att.net or by phone 6*** or
***@gmail.com or by phone at (773) 322-Best Regards,
Joanette M***

Response to complaint number ***
Guest has been contacted, an apology given for the time and frustration this has caused. As a gesture of goodwill, 10,Marriott Rewards
points were added to Mr***' rewards account, making it possible to request the proper hotel certificate from his rewards account. The hotel was given the proper certificate, and a full refund has been processed by the hotel, $179.67. Mr*** was satisfied with this resolution

The General Manager has apologized to the guest and advised that the appropriate measures will be taken with the employee

Hello,*** *** *** *** reached out to *** *** on May 26, regarding the charges on his card. *** *** was explained that the hotel did not overcharge his credit card. They had a conference call with *** ***’s bank, “Rush Card” (prepaid card),
to verify the charges but *** *** disconnected. Unfortunately, claimant has stated he is unsatisfied with any response by the hotel and intends to take legal action.Thank you for bringing this matter to our attention.Best Regards,*** ***

Dear Katrin G***,
Thank you for contacting the Revdex.com regarding extending your *** *** earned for using your Marriott Rewards Chase ***Your concerns have been referred to me for a responseI am very sorry for the frustration this has caused and appreciate the opportunity to explain what occurred. The certificates are issued and good for six monthsA *** *** had been extended in March of which is considered a one-time exceptionWe only make this exception on a one-time basis; however, your situation is unique and we will extend the certificate on additional timeThe *** *** is good until June 6, Please understand we will be unable to extend any future certificates as we have made this exception prior
I was also sorry to learn of your interaction with a Marriott Rewards Associate and disappointment and that you did not receive the service you expected from Marriott. Thank you for providing details that will help us identify the call and the associate involvedOur management team will use this information to research the call as an opportunity to improve the service our team members provide
Please be assured that your business and your loyalty is important to us. We appreciate you taking the time to share your experience
Jennifer D***
Corporate Liaison, *** *** ***
*** *** ***
*** ***

Dear ***:
We are in receipt of your recent concerns regarding your Marriott Rewards account. Please accept our apologies for any miscommunications you may have received in regards to earning points and elite night
credits
Per the general terms of our program: A Member is eligible to receive Points/Miles for staying at participating Marriott brand hotels or *** hotels for his/her room and up to two additional roomsAt least one of the rooms must be reserved and registered in the Member's name and the Member must pay for all rooms, which payment arrangement must be requested at time of hotel check-inThe Member must also stay in one of the roomsTo ensure Points are automatically posted to the correct Membership Account, the Member's Rewards Program Membership Number must be present on his/her room folio and up to two additional rooms, as applicable
Simply put, a member is eligible for points and elite night credits if he/she stays and pays their room charges directly to the hotel. In this case, your room and tax was masterbilled to a 3rd party. Therefore, you received point credit for the incidental charges that you paid for directly to the hotel
We are happy to see that Marriott Rewards has noted your Marriott Rewards account that if you are within nights of achieving Gold Elite, they will upgrade you based on this misunderstanding
Thank you for your business, we look forward to welcoming you again soon
Sincerely,
*** *** / Corporate Liaison

The hotel completed an incident and turned the matter over to the hotel's insurer. It is our informal understanding that *** *** has already been in contact with the adjuster. The adjuster is *** *** who can be reached at ###-###-#### or via e-mail at
***@***.com. Now that a claim has been established, by policy Marriott and the hotel will abide by the adjuster's decision and will fully support it, whatever it may be

Hotel response sent directly to *** ***:
Good Afternoon *** ***,MrMarriott has requested that I respond on his behalfFirst, please let me apologize for the inconvenience that this mischarge on you card
has caused youI contacted your bank and spoke to a representative today that assured me the extra hold on your account was removed and you should see that back in your account as of nowDue to the fact you were charged an overdraft fee, I have advised Accounting to reimburse you card for an additional $You should see this additional credit return to your card within the next few business daysIn addition, I have added 10,points to your Marriott Rewards account.If you have any questions or if I can assist you further in this matter or with anything in the future please do not hesitate to contact me.Best regards,Jasmine K***Front Desk Manager*** Marriott *** Hotel & Marina Phone: ###-###-####Direct: ###-###-####www.marriott.com/***

Following sent to guest after discussing with *** ***: Dear *** ***,Thank you for taking the time to speak with me. Once again, please accept our apologies for not meeting your expectations during your stay. Please rest assured I have shared your feedback with the appropriate hotel team to ensure this was an isolated issue that is corrected moving forward. As we agreed I have issued a refund for an additional $dollars to the visa card on file, the receipt is attached for your reference I hope that you will consider the Residence Inn Poughkeepsie should your travels bring you back to the area, so that we can better deliver upon the guest experience you deserve.Best Regards,Amanda

The hotel has advised it is processing a full refund, as requested by the guest. This will be in the form of a credit memo to the bank card originally charged. It will take 7-days for the credit to appear in the guest's account, depending upon the processing time required by the
guest

Tokyo Marriott Hotel is a category eight hotel and requires 40,points for one night
"MARGIN: 0in 0in 10pt" class="MsoNormal">Guest was short 3,points hence the reason for being billed for Reservation Confirmation: ***
As a gesture of our goodwill to resolve we gave the guest the 4,points needed and ordered the *** award for 40,points that was required. The Tokyo Marriott hotel then refunded the guest credit card, this will reflect in 7-business days
We can not comply with the request of a FREE NIGHT (40,point value)

Dear *** ***, Thank you for your recent correspondence with the Revdex.com regarding your experience at the Los Angeles Airport Marriott Your email thas been referred to me for response I can certainly understand your disappointment with the outcome of
your claim. Although we regret your continuing frustration with this situation, Marriott Claims Services has the final responsibility to investigate and determine the outcome of events like this and we support their decision. Should you have further questions or concerns please contact Maureen S*** at ###-###-#### Thanks again for taking the time to share your thoughts Jennifer D*** Corporate Liaison, MrMarriott's Office Phone: ###-###-#### Email: ***@marriott.com Tell us why here

Good Afternoon,Please ask *** *** ** to contact Marriott Claims Department as a claim was submitted on their behalfTheir direct contact is Dani D*** who can be reached at ***Please reference Claim #***.We appreciate your attention to this matter.Sincerely,Carla G*** Director of
Hotel Operations-Rooms

Sent the following e-mail to the guest:*** *** *** Thank you for your inquiry which was directed through the Revdex.com. I am pleased to respond. You submitted a claim under our Look No Further guarantee. Claims are evaluated on a first-come, first served basis
and will be addressed within hours of the time received. Your claim alleged you had found a better rate via a public site, ***. Under the terms and conditions of the Look No Further program, the lower rate must be visible at the time your claim is evaluated. When our staff attempted to validate your claim, they were unable to find a lower rate on ***. However, they did discover the rate had been lowered on Marriott.com since the time you booked your reservation. That was the reason we changed your rate to the lower figure. Although you seemed to feel we were doing something wrong, in fact we were trying to benefit you as a gesture of goodwill. I understand that you wanted your reservations cancelled which the hotel did for you without penalty Since the Look No Further team correctly handled your claim, we must decline your request for Marriott Reward Points as compensation for your time. Sincerely, Joseph JR*** ***Corporate LiaisonMrMarriott’s Office

The guest 14,Marriott reward points have been placed back into her account along with an additional 3,points for her frustration

*** *** ***
*** *** ***
*** ** ***
***
Dear *** ***:
Thank you for your comments concerning Marriott’s Look No Further Best Rate Guarantee program.
We again appreciate your bringing this to our attention. As explained on Terms and Conditions of Marriott’s Look No Further (SM) Best Rate Guarantee, Marriott will verify your claim within hours of receipt and notify you of the results. The comparison rate must still be available at the time Marriott validates the claim. Be assured that we have fully reviewed the documents you provided with our Look No Further department, and the accommodations was not available as described in your claimHowever, your claim was denied under the terms of Marriott’s Look No Further (SM) Best Rate Guarantee program
Thank you again for taking the time to bring your concerns to our attention
Sincerely,
Line K***
Corporate Liaison
MrMarriott’s Office