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Type of Entity
Business ManagementDebbie Karcanes, General Manager
Alternate Business NamesCourtyard by Marriot Denver Cherry Creek Denver Marriott City Center Marriott International, Inc.
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|Neutral Review||3 points per review|
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Read Complaint Details
Complaint: Residence Inn Marriott made unauthorized charges to debit card without notification and alleging theft of 2 lamps with no evidence. Other factors? 11 Jun 14 4:02PM I called Residence Inn Marriott Downtown Denver on 2777 Zuni St and acquired a room, penthouse, since it was the last one available. I was told the room was approximately $*** with taxes and fees. I provided my ID and debit card and the transaction completed. I notified my Fiance whereupon she went inside, registered and picked up the key. I checked my account later and saw a pre-authorization of $****** had appeared. My Fiance stayed the one night and left the next day having even tidied up the room a little for the cleaning staff. On 14 Jun 14, I noticed my account now had a charge of $******. It was late and made note to call the next day. On 15 Jun 14 I noticed there was now a second charge of $******. At 1:30PM I called the hotel and inquired what was going on with these charges. The clerk responded that it was for theft of 2 lamps from the room. I was immediately shocked and told her there was no way, we don't do that. I asked if they had a witness, video, or any evidence of this event to which she replied no. She continued to insist the lamps were stolen by us because it was our room and we had the access. The more she insisted these things, the more I became hurt, insulted and shocked. I told her the cleaning staff must have taken them. The clerk responded no they didn't. I said like we didn't? I told her they had access to the room as well and without evidence to the contrary, they were just as culpable as we were. Eventually she asked if I would like to speak to the manager and connected me to their line. No one answered and when the voicemail started I left a rather scathing message indicating my displeasure with the entire situation. At this time, I have received no return call. I am accusing the hotel of making an unauthorized charge to my debit card and theft of funds. Unlike them, I have evidence to corroborate this accusation. I certainly hope this isn't racially motivated and had nothing to do with the fact my Fiance is a minority. I have not heard anything to indicate it and hope it stays that way. Expediency would be greatly appreciated.
Desired Settlement: I expect and will accept nothing short of an apology and immediate reversal of charges. If you had an issue concerning the room, you should consult your guest first out of courtesy and second, out of respect. Immediately labeling a guest as a thief and taking money from them without any communication is a conviction without due process. Your handling of the matter was unprofessional and without doubt tarnished your reputation leaving only yourself to blame. You should be ashamed. Although not required or even expected, a dismissal of the entire bill, I would consider an appropriate gesture and atonement for having experienced defamation and humiliation of this degree.
Business Response: Initial Business Response /* (1000, 5, 2014/06/17) */ Thank you for bringing this issue to our attention. We never want any of our guests to feel insulted or inconvenienced due to our actions. We sincerely apologize for any undue stress that this has caused your fiance or yourself. Since this complaint was initiated we have spoken directly to the guest on the phone and are working on a resolution to this issue. This matter will be handled in an efficient manner and we assure that all parties involved will be able to reach an acceptable resolution. Initial Consumer Rebuttal /* (2000, 7, 2014/06/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) The GM was very professional and fair in explaining why the charge was applied. After discussing the situation with me he agreed to reverse the charges for the alleged missing items. I am satisfied and consider the dispute completely resolved.