Marriott International, Inc.

[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 contacting the RevDex.com, Nell W*** and Arne S*** regarding Marriott’s Look No
Further Best Rate Guarantee claims process. We appreciate the opportunity
to respond on behalf of Marriott International
I am
sorry for the frustration that you
have encountered after submitting your claim to the Look No Further
program. In viewing the Look No Further claim that you submitted and
subsequent correspondence, I do show that the claim was denied correctly.
The evaluation of any claim follows a very specific process This process
is outlined in the terms and conditions and is adhered to by all Look No
Further agents to provide a consistent and thorough evaluation When your
claim was processed, the evaluation by the Look No Further agent revealed that
all rooms were sold out on both ***.com and on Marriott.com for the Laguna
Cliffs Resort and Spa. The rate was not available as described in your
claim and the team had no choice but to deny itThe rate must be verifiable by
the Look No Further team at the time of the evaluation of the claim
The program has never allowed for
screenshots from guests because the process involves proving to the hotel that
the lower rate existed and was bookable on the comparison source
indicated. Many websites will advertise a particular rate on their home
page and then reveal later that the rate advertised was an average daily rate,
or a different room type. The rate on the advertising page does not prove
that the rate exists or it is lower than rates listed on Marriott.com, or that
it is the correct room type. The Laguna Hills Resort and Spa offers three
separate standard room types; garden view, resort view and coastal view.
These would all have different rates.
Your screenshots indicate that there was a
room available at a lower rate. Without further research in to the site,
we cannot determine from your screenshots what room type is available at the
rate indicated in your claim. You advised that the rate changed within
minutes from $to $on the comparison site. This could mean
that the room type available at the $rate was purchased leaving a
different room type at $211.00. We have no way to verify with your
screenshots
The Look No Further team does have hours
to evaluate your claim. Typically the reply is received by the guest in a
much shorter time frameThe turn-a-round time for your claim was
hours. Unfortunately, the sheer volume of claims that are received does
not allow us, at this time, to evaluate claims immediately. From
its inception, the process has always been an on-line program. Claims are
submitted, evaluated, and answered through the internet
Our Look No Further program was
established in January and is one of the most comprehensive rate
guarantees in the hospitality industryWe stand by the terms and conditions
and cannot deviate from them when processing claims so that all claims can be
evaluated fairly and without bias.
*** ***, I know that you are disappointed
in the program We approve many claims and I am sorry that your recent
claim did not get approvedWe will not be able to lower your rate, as your
claim was processed and denied correctly.
Sincerely,
Lisa H***
Corporate Liaison
MrMarriott’s Office

Good morning, Ms***:
size="3" face="Times New Roman">
Thanks for your letter to the Revdex.com about the mattress and box spring you purchased from ShopMarriott.com. We appreciate your comments and I’m pleased to respond.
As you are aware, your mattress was purchased through *** ** ***, Inc., which is a business that partners with many hotel companies to market and sell products used in the hotel industry. As a gesture of goodwill, *** ** ***, Incprovided you with the mattress and box spring at the sale price you saw in the brochure in your hotel room, even though the price was subject to change and had expired. They also honored the free shipping advertised in the brochure
I am very sorry to learn you are unhappy with your purchase. The manufacturer has advised us all of their mattresses are constructed in the same way, with the identical firmness level. The comfort level of a mattress is subjective and based on one’s personal preference. In order to achieve a softer experience, *** ** *** has suggested you purchase the mattress pad used in many of our hotels. We hope you will consider trying the mattress pad but regret we are unable to provide a mattress pad to you at no charge. Thanks again for the opportunity to respond
Warm Regards,
Debra MC***
Debra MC***
Corporate Liaison, Marriott International

[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: There was really nothing done to address my issueI am yet to receive a call from anyone, nor was anything said to address my request for a refund of the night in question The generic response was sent by the general manager Iona olsen, who by the way I tried to contact twice on different occasions before sending this complaint out and she never once responded to any of my phone callsEven after reading this complaint, she still is yet to return any of my calls or speak with me concerning this issue
This was the main reason I decided to forward this complaint to the head officeIona's lack of communication in my opinion is another reflection of the bad customer service that was delivered to me at that courtyard MarriottNo one cares over there and I need someone from the corporate office who cares to contact me/ address this issueThis Courtyard is a poor reflection on MarriottI still want to express my disappointment, and at this point a generic email stating an apology does not cut it for me.
Regards,
*** ***

August 18, 2016Dear *** ***:Thank you for taking the time to comment to the Revdex.com about your recent experience, I appreciate the opportunity to benefit from your feedbackPlease accept my apology for the inhospitable manner in which members of our staff handled your
billing issueI'm happy to see that the second night has already been adjusted to the same $rate that was charged the first night of your stay, Rest assured that your experience has been shared with our Front Office Manager so that corrective actions can be taken for the futureAs for me not getting back to you, I wish to also apologize, but unfortunately, never received any notification that you had tried to contact meLastly, I want to ensure that your Marlott Rewards account is properly credited for they stay, but I do not see a number on the reservationIf you forward me your number, l will make sure that the proper points are added,*** ***, thank you again for your time and considerationI look forward to the opportunity to welcome you back to the Philadelphia Marriott Downtown. SincerelyRandy A.Resident Manager

Response sent to [redacted] from the hotel General Manager
">
Sent: Friday, January 02, 2:PMTo: [redacted]Subject: Macon Marriott City Center - Requested Refund
[redacted],
MrMarriott has requested I respond on his behalfThank you for contacting the Revdex.com with your request for refund of $I have reviewed the bills for your rooms and do see an adjustment was entered on room that brought your rate down to the negotiated rate prior to your departureThe $charge for smoking in the room, tampering with the smoke detector on room [redacted] and creating an alarm in the building was not adjusted offDenise in our accounting department last corresponded with you on this charge Monday, December 29thShe talked with you on the phone and sent you copies of your bills via email including the incident reporting detailing our Director of Facilities findings of the building alarm
I hope this clarifies your concern and answers any questions concerning your charges
Warm Regards,
Mark B[redacted] | General Manager
Macon Marriott City Center Hotel

The hotel refunded the guest on April 30, 2015. I have spoken with the guest and apologized for the duplicate charge
"> I also added 5,points to his Marriott Rewards account for his inconvenience
- Sara T[redacted], Corporate Liaison, MrMarriott's Office of Consumer Affairs

October 10,
">
[redacted] ** [redacted]
Dear [redacted]:
Thank you for your recent submission to the Revdex.com detailing your experience at the Courtyard by Marriott [redacted]. Please accept our sincere apologies for any frustration you have felt as a result of that experience
The Courtyard by Marriott [redacted] does offer shuttle service to the casinos; however it is at a first come first served basis. Unfortunately the shuttles were already fully committed during the time you wanted to utilize the service. We understand and accept that this inconvenience resulted in the unplanned and unexpected expense of taxi fare. Because of this, we were happy to see that you were refunded the additional $you claim to have incurred in taxi fare. The hotel does not have record of any other concerns raised by you during your stay. Therefore, we feel the compensation offered was fair and appropriate in relation to your actual experience and no further compensation will be offered.
We thank you for providing us the opportunity to respond to your concerns and look forward to serving your future lodging needs
Sincerely,
Candice C[redacted]
Corporate Liaison
MrMarriott's Office

Hi [redacted],
">
I have called the guest as well as sent this email
Dear [redacted],
Thank you for taking the time to contact MrMarriott's office and share your experience with the Residence Inn [redacted]. I apologize that your request to stay was not satisfactory and appreciate your feedback.
You're a valued customer; everything we do is aimed at providing you with an excellent hotel experiencePlease be assured that we are taking immediate corrective steps to avoid such problems in the future. As a gesture of our good will, I will be crediting your card back one nights room and tax. Please contact me directly when you are ready to make your next reservation
If you would like to discuss your experience further, please feel free to contact me directly at the phone number listed below. Once again, please accept my apology. We would like to regain your trust and we hope you will allow us an opportunity to provide you with an exceptional guest experience when your travels bring you back to this area.
Sincerely,
[redacted]
Assistant General Manager
Fountain Valley Residence Inn
[redacted]
###-###-####
[redacted]Assistant General Manager | Residence Inn by MarriottSlater Avenue | Fountain Valley, CA 92708T ###-###-#### | F ###-###-####

Dear Revdex.com,
">
Called and spoke to guest and supported the hotel. Offered the $rate and Marriott Rewards points as an apology from the hotelGuest chose to cancel reservation and still accepted the Marriott Rewards points as an apologyGuest was satisfied
Regards,
Diane K[redacted]
Corporate Liaison
MrMarriott's Office

Hotel responded to guest, advising his reservation has been confirmed:
">
Reservation Confirmation: [redacted]
For [redacted]
CHEDATE
Thursday, October 16,
CHETIME
03:PM
CHECK-OUT DATE
Sunday, October 19,
CHECK-OUT TIME
11:AM

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:This response is ridiculous! I do not in any way feel this matter is resolved in any capacity as the points that were originally refunded to me were only replacing the points I had used on this stay. Had I paid cash for the room and gotten a refund on top of the points that would be one thing but this was the most horrific hotel experience I've ever had! I was offered an additional 10,000 points by the manager of the location so the fact that the corporate level is not at least matching this offer is outrageous! I fully expect Marriott to at least honor the additional 10,000 points that I was already offered by the property's manager
Regards,
[redacted]

Dear [redacted]:
Thank you for your Revdex.com Inquiry.  Please be assured we make every effort to publish the terms of our gift cards.  As stated on our gift card website: gifts.marriott.com
size="4">Marriott GiftCard Terms and Conditions
Marriott GiftCards may be used at participating JW Marriott®, EDITION?, Autograph Collection® Hotels, Renaissance® Hotels, AC Hotels by Marriott?, Marriott Hotels & Resorts®, Gaylord Hotels®, Courtyard® by Marriott, Fairfield Inn & Suites® by Marriott, SpringHill Suites® by Marriott, Residence Inn® by Marriott, TownePlace Suites® by Marriott and Marriott Vacation Club? and participating hotel outlets: retail, spa, golf and food and beverage. Marriott GiftCards may also be used at participating Ritz-Carlton hotels. Card carries no value until activated. Card is a prepaid card, not a credit card or debit card, and is the property of and issued by MI Fulfillment Services, LLC. This card does not expire. Card is not redeemable for cash in any amount except when otherwise required by applicable law. Card becomes inactive upon use of all card value. Card may not be used for deposit, advance purchase or to secure or confirm a reservation. Each transaction will be debited against card balance, if transaction exceeds balance, user must pay the difference. Lost, stolen or damaged cards will be replaced only if previously registered. Value of replaced card will equal balance on card at the time it was reported lost, stolen or damaged. To check card balance, click here or call ###-###-####. For questions, please contact the Customer Service Team via email at [email protected] or dial ###-###-#### Monday–Friday: 9 am–7pm EST / Saturday: 10 am–4:30pm EST.
As you would need a credit or debit card to secure an advance purchase rate (cash not accepted) we are unable to honor your request.  We trust you understand our position with this matter.
Sincerely,
[redacted] / Corporate Liaison

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  My choice is to have $180 check sent to me. My husband' s overcharge was resolved. Mine was not.The $180 check needs to be made out to me so I can get it credited to my credit card. I will let the credit card company know.
Regards,
[redacted]

Reward is issued electronically 2-days after new credit card account has been opened
"MARGIN: 0in 0in 10pt" class="MsoNormal">E-mail is sent to member advising reward has been electronically added to members account for redemption use
Reward must be used by the member
Reward cannot be transferred to another person for use
Reward expires months from the date of issuance in this case six months from (08/20/14)
Reward cannot be extended past expiration date or re-credited for Marriott Reward points
[redacted] U.SSignature & Business/Premier "Free Night" Activation Reward is Valid for one (1) free night at any category 1-hotel
Thank you,

From: Revdex.com of Metro Washington DC <[email protected]>Date: Mon, Apr 30, 2018 at 2:37 PMSubject: Fwd: Complaint #[redacted]To[redacted] <[redacted]@myRevdex.com.org>Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: [redacted]...

[redacted] <[redacted]@[redacted].com>Date: Mon, Apr 30, 2018 at 9:42 AMSubject: Complaint #[redacted]To: Revdex.com <[email protected]>Please cancel this complaint. It has been resolved by Marriott after this was filed. Warmly,[redacted]Cell: ###-###-####

GM sent the following e-mail to the guest:[redacted], Blessings to you on this Thursday afternoon.  I have been made aware of a lingering concern relative to a previous stay in October 2017.  I was concerned to learn that you were double charged and even more troubled at our lack of...

follow up to resolve the issue.  Please know that your satisfaction is of the utmost importance to our level of doing business.  Please allow me to apologize for the difficulties you have had in an attempt to bring this matter to a successful resolution.  I credited your card in the amount of $449.09 a few moments ago.  This will typically take 2-3 business days to show up on your account.  In the event you have any further questions, do not hesitate to contact me directly.  My number is ###-###-####. Warm Regards, Chris A[redacted]Area General ManagerTownPlace Suites by Marriott Boca RatonSpringhill Suites by Marriott Boca RatonOffice: ###-###-####  | Email: [redacted]@[redacted].com

Dear [redacted], I am reaching out to you on behalf of [redacted]. Thank you for reporting this incident. You are loyal customer to this hotel, I am so sorry that you had this experience.  I have personally checked the guestroom that you were in and all...

jets appear to be running clear and A/C filters are clean. I have asked our maintenance department to do a full inspection on the A/C unit as well as the Whirlpool jets. I know how much you enjoy staying in our Whirlpool room number 308.I will refund your last stay.Please accept my most sincere apology and feel free to reach out to me with any further concerns. Thank you,Sheri K[redacted]

Tell us why here...I'm rejecting Marriott's offer of $100.00 off because I did not agree to pay an additional $99.00 per night for an additional room and I made that very clear to the staff onsite. Notwithstanding, Marriott can keep their $100.00 since that's an insult to injury for the way my family and I were treated at their hotel. I'll be sharing my experience with the various hotel booking sites. Thank you.

[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.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]