This business is not BBB accredited.

Marriott Corporation

Find a Location

Phone: (301) 380-3000 View Additional Phone Numbers 10400 Fernwood Rd, Bethesda, MD 20817 http://www.marriott.com


BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

The company provides hotel and residence services through its service brands, including:  Courtyard by Marriott, Fairfield Inns and Suites, and Residence Inns.   Please check the separate listings under those trade style names.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Marriott Corporation include:

  • Failure to respond to 25 complaint(s) filed against business
  • 10 complaint(s) filed against business that were not resolved

Factors that raised the rating for Marriott Corporation include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size


Customer Complaints Summary Read complaint details

373 complaints closed with BBB in last 3 years | 135 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 41
Billing/Collection Issues 54
Delivery Issues 4
Guarantee/Warranty Issues 7
Problems with Product/Service 267
Total Closed Complaints 373

Customer Reviews Summary Read customer reviews

5 Customer Reviews on Marriott Corporation
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 5

Additional Information

BBB file opened: September 23, 2002 Business started: 01/01/1927
Type of Entity

Corporation

Business Management
Mr. Arne Sorenson, President
Contact Information
Principal: Mr. Arne Sorenson, President
Business Category

Hotels

Alternate Business Names
Corporate Headquarters Marriott International Marriott Conferance Centers Marriott International, Inc. Marriott Marquis
Additional Information

This report includes Bureau experience with Marriott International Hotels, Inc.


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Marriott Drive

    Washington, DC 20058

  • THIS LOCATION IS NOT BBB ACCREDITED

    10400 Fernwood Rd

    Bethesda, MD 20817

  • THIS LOCATION IS NOT BBB ACCREDITED

    192 Waterfront Street
    National Harbor , Washington, DC

    Oxon Hill, MD 20745

  • THIS LOCATION IS NOT BBB ACCREDITED

    310 Bearcat Drive

    Salt Lake City, UT 84115

  • THIS LOCATION IS NOT BBB ACCREDITED

    One Marriott Drive

    Washington, DC 20058

  • THIS LOCATION IS NOT BBB ACCREDITED

    110 South Eutaw St

    Baltimore, MD 21201

  • THIS LOCATION IS NOT BBB ACCREDITED

    80 Compromise St

    Annapolis, MD 21401

  • THIS LOCATION IS NOT BBB ACCREDITED

    7300 Crestwood Blvd

    Frederick, MD 21703

  • THIS LOCATION IS NOT BBB ACCREDITED

    4100 Sheridan Dr.

    Buffalo, NY 14221

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 Columbus Blvd

    Hartford, CT 06103

  • THIS LOCATION IS NOT BBB ACCREDITED

    914 Hartford Tpke

    Waterford, CT 06385

  • THIS LOCATION IS NOT BBB ACCREDITED

    1535 Broadway

    New York, NY 10036

  • THIS LOCATION IS NOT BBB ACCREDITED

    333 Adams Street

    Brooklyn, NY 11201

  • THIS LOCATION IS NOT BBB ACCREDITED

    333 Adams Street

    Brooklyn, NY 11201

  • THIS LOCATION IS NOT BBB ACCREDITED

    670 White Plains Road

    Tarrytown, NY 10591

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Cranberry Woods Drive

    Cranberry Twp, PA 16066

  • THIS LOCATION IS NOT BBB ACCREDITED

    777 Aten Road

    Coraopolis, PA 15108

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Cranberry Woods Drive

    Cranberry Twp, PA 16066

  • THIS LOCATION IS NOT BBB ACCREDITED

    777 Aten Road

    Coraopolis, PA 15108

  • THIS LOCATION IS NOT BBB ACCREDITED

    Chatham Ctr 112 Washington Pl

    Pittsburgh, PA 15219

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Frank W Burr Blvd

    Teaneck, NJ 07666

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 Brae Blvd

    Park Ridge, NJ 07656

  • THIS LOCATION IS NOT BBB ACCREDITED

    500 Fairway Ln

    Galloway, NJ 08205

  • THIS LOCATION IS NOT BBB ACCREDITED

    600 Route 1 and 9

    Newark, NJ 07114

  • THIS LOCATION IS NOT BBB ACCREDITED

    700 Commons Way

    Bridgewater, NJ 08807

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Frank W Burr Blvd

    Teaneck, NJ 07666

  • THIS LOCATION IS NOT BBB ACCREDITED

    Newark Liberty International Airport

    Newark, NJ 07114

  • THIS LOCATION IS NOT BBB ACCREDITED

    600 Route 1 and 9

    Newark, NJ 07114

  • THIS LOCATION IS NOT BBB ACCREDITED

    500 Fairway Ln

    Galloway, NJ 08205

  • THIS LOCATION IS NOT BBB ACCREDITED

    700 Commons Way

    Bridgewater, NJ 08807

  • THIS LOCATION IS NOT BBB ACCREDITED

    10 Fortune Boulevard

    Milford, MA 01757

  • THIS LOCATION IS NOT BBB ACCREDITED

    72 Grove Street

    Worcester, MA 01605

  • THIS LOCATION IS NOT BBB ACCREDITED

    1500 Main Street

    Springfield, MA 01115

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 Boland Way

    Springfield, MA 01115

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 15729

    Springfield, MA 01115

  • THIS LOCATION IS NOT BBB ACCREDITED

    64 Border Way

    West Springfield, MA 01089

  • THIS LOCATION IS NOT BBB ACCREDITED

    718A Southbridge Street

    Auburn, MA 01501

  • THIS LOCATION IS NOT BBB ACCREDITED

    6189 Muhlhauser Road

    West Chester, OH 45069

  • THIS LOCATION IS NOT BBB ACCREDITED

    9664 Mason Montgomery Road

    Cincinnati, OH 45040

  • THIS LOCATION IS NOT BBB ACCREDITED

    9664 S Mason Montgomery Rd

    Mason, OH 45040

  • THIS LOCATION IS NOT BBB ACCREDITED

    10 West Rivercenter Blvd.

    Covington, KY 41011

  • 5605 Paul G Blazer Memorial Pkwy

    Dublin, OH 43016

  • THIS LOCATION IS NOT BBB ACCREDITED

    5175 Post Rd

    Dublin, OH 43017

  • 36 E. Gay St

    Columbus, OH 43215

  • THIS LOCATION IS NOT BBB ACCREDITED

    26300 Harvard Rd.

    Beachwood, OH 44122

  • THIS LOCATION IS NOT BBB ACCREDITED

    8035 Washington Village Drive

    Dayton, OH 45458

  • THIS LOCATION IS NOT BBB ACCREDITED

    6960 Miller Ln

    Dayton, OH 45414

  • THIS LOCATION IS NOT BBB ACCREDITED

    83 Troy Town Dr

    Troy, OH 45373

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Prestige Pl

    Miamisburg, OH 45342

  • THIS LOCATION IS NOT BBB ACCREDITED

    7087 Miller Lane

    Dayton, OH 45414

  • 100 S Fountain Ave

    Springfield, OH 45502

  • THIS LOCATION IS NOT BBB ACCREDITED

    2777 Fairfield Commons Blvd

    Beavercreek, OH 45431

  • 1414 S Patterson Blvd

    Dayton, OH 45409

  • THIS LOCATION IS NOT BBB ACCREDITED

    2006 S Edwin C Moses Blvd

    Dayton, OH 45417

  • THIS LOCATION IS NOT BBB ACCREDITED

    27033 Northwestern Hwy

    Southfield, MI 48034

  • THIS LOCATION IS NOT BBB ACCREDITED

    5353 Gateway Ctr.

    Flint, MI 48507

  • THIS LOCATION IS NOT BBB ACCREDITED

    30559 Flynn Dr

    Romulus , MI 48174

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 West Big Beaver Rd

    Troy , MI 48084

  • THIS LOCATION IS NOT BBB ACCREDITED

    123 North St. Joseph St.

    South Bend, IN 46601

  • THIS LOCATION IS NOT BBB ACCREDITED

    305 E Washington Center Rd

    Fort Wayne, IN 46825

  • THIS LOCATION IS NOT BBB ACCREDITED

    105 Stone Trace Drive

    Mount Sterling, KY 40353

  • THIS LOCATION IS NOT BBB ACCREDITED

    3050 Lakecrest Circle

    Lexington, KY 40513

  • THIS LOCATION IS NOT BBB ACCREDITED

    40 Chenault Rd.

    Frankfort, KY 40601

  • THIS LOCATION IS NOT BBB ACCREDITED

    227 Paintlick Road

    Berea, KY 40403

  • THIS LOCATION IS NOT BBB ACCREDITED

    1951 Pleasant Ridge Dr

    Lexington, KY 40509

  • THIS LOCATION IS NOT BBB ACCREDITED

    775 Newtown Ct

    Lexington, KY 40511

  • THIS LOCATION IS NOT BBB ACCREDITED

    1800 Newtown Pike

    Lexington, KY 40511

  • THIS LOCATION IS NOT BBB ACCREDITED

    857 East Cumberland Gap Parkway

    Corbin, KY 40701

  • THIS LOCATION IS NOT BBB ACCREDITED

    120 N Hurstbourne Pkwy

    Louisville, KY 40222

  • THIS LOCATION IS NOT BBB ACCREDITED

    4 Grasslawn Ave

    Hilton Head, SC 29928

  • THIS LOCATION IS NOT BBB ACCREDITED

    51 S Forest Beach Dr

    Hilton Head, SC 29928

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 6959

    Hilton Head, SC 29938

  • THIS LOCATION IS NOT BBB ACCREDITED

    10 5th St

    Hilton Head Island, SC 29928

  • THIS LOCATION IS NOT BBB ACCREDITED

    91 N Sea Pines Dr

    Hilton Head, SC 29928

  • THIS LOCATION IS NOT BBB ACCREDITED

    35 14th St Ne

    Atlanta, GA 30309

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Hartsfield Center Pkwy

    Atlanta, GA 30354

  • THIS LOCATION IS NOT BBB ACCREDITED

    1041 West Peachtree St NW

    Atlanta, GA 30309

  • THIS LOCATION IS NOT BBB ACCREDITED

    1119 Bullsboro Dr

    Newnan, GA 30265

  • THIS LOCATION IS NOT BBB ACCREDITED

    1132 Techwood Dr NW

    Atlanta, GA 30318

  • THIS LOCATION IS NOT BBB ACCREDITED

    1236 Executive Park Dr NE

    Atlanta, GA 30329

  • THIS LOCATION IS NOT BBB ACCREDITED

    1255 Walker Ave

    East Point, GA 30344

  • THIS LOCATION IS NOT BBB ACCREDITED

    12655 Deerfield Pkwy

    Alpharetta, GA 30004

  • THIS LOCATION IS NOT BBB ACCREDITED

    12730 Deerfield Pkwy

    Alpharetta, GA 30004

  • THIS LOCATION IS NOT BBB ACCREDITED

    134 Peachtree St NW

    Atlanta, GA 30303

  • THIS LOCATION IS NOT BBB ACCREDITED

    1500 Market Blvd

    Roswell, GA 30076

  • THIS LOCATION IS NOT BBB ACCREDITED

    166 N Finley St

    Athens, GA 30601

  • THIS LOCATION IS NOT BBB ACCREDITED

    175 Piedmont Ave NE

    Atlanta, GA 30303

  • THIS LOCATION IS NOT BBB ACCREDITED

    1760 Pineland Rd

    Duluth, GA 30096

  • THIS LOCATION IS NOT BBB ACCREDITED

    1901 Savoy Dr

    Chamblee, GA 30341

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 Interstate Parkway

    Atlanta, GA 30339

  • THIS LOCATION IS NOT BBB ACCREDITED

    2020 Sullivan Rd

    College Park, GA 30337

  • THIS LOCATION IS NOT BBB ACCREDITED

    2045 S Park Pl NW

    Atlanta, GA 30339

  • THIS LOCATION IS NOT BBB ACCREDITED

    2050 Sullivan Rd

    College Park, GA 30337

  • THIS LOCATION IS NOT BBB ACCREDITED

    2220 Lake Blvd NE

    Atlanta, GA 30319

  • THIS LOCATION IS NOT BBB ACCREDITED

    2450 Galleria Pkwy SE

    Atlanta, GA 30339

  • THIS LOCATION IS NOT BBB ACCREDITED

    2450 Paces Ferry Road

    Atlanta, GA 30339

  • THIS LOCATION IS NOT BBB ACCREDITED

    2455 Delk Rd SE

    Marietta, GA 30067

  • THIS LOCATION IS NOT BBB ACCREDITED

    265 Peachtree Center Ave NE

    Atlanta, GA 30303

  • THIS LOCATION IS NOT BBB ACCREDITED

    2771 Cumberland Blvd SE

    Smyrna, GA 30080

  • THIS LOCATION IS NOT BBB ACCREDITED

    3000 Cumberland Blvd SE

    Atlanta, GA 30339

  • THIS LOCATION IS NOT BBB ACCREDITED

    3092 Piedmont Rd.

    Atlanta, GA 30305

  • THIS LOCATION IS NOT BBB ACCREDITED

    310 Gwinco Blvd

    Suwanee, GA 30024

  • THIS LOCATION IS NOT BBB ACCREDITED

    3209 Holcomb Bridge Rd

    Norcross, GA 30092

  • THIS LOCATION IS NOT BBB ACCREDITED

    3250 Buford Dr

    Buford, GA 30519

  • THIS LOCATION IS NOT BBB ACCREDITED

    3300 Lenox Rd NE

    Atlanta, GA 30326 (404) 262-3344

  • THIS LOCATION IS NOT BBB ACCREDITED

    3332 Peachtree Rd Ne

    Atlanta, GA 30326

  • THIS LOCATION IS NOT BBB ACCREDITED

    3399 International Blvd

    Hapeville, GA 30354

  • THIS LOCATION IS NOT BBB ACCREDITED

    3399 Town Point Dr NW

    Kennesaw, GA 30144

  • THIS LOCATION IS NOT BBB ACCREDITED

    3400 Creek Pointe Ave

    Atlanta, GA 30344

  • THIS LOCATION IS NOT BBB ACCREDITED

    3401 International Blvd

    Hapeville, GA 30354

  • THIS LOCATION IS NOT BBB ACCREDITED

    3425 Busbee Drive

    Kennesaw, GA 30144

  • THIS LOCATION IS NOT BBB ACCREDITED

    3433 George Busbee Drive, NW

    Kennesaw, GA 30144

  • THIS LOCATION IS NOT BBB ACCREDITED

    3459 Buckhead Loop Ne

    Atlanta, GA 30326

  • THIS LOCATION IS NOT BBB ACCREDITED

    35 14th St Nw

    Atlanta, GA 30309

  • THIS LOCATION IS NOT BBB ACCREDITED

    3550 Venture Pkwy

    Duluth, GA 30096

  • THIS LOCATION IS NOT BBB ACCREDITED

    3774 Landau Ln SW

    Atlanta, GA 30331

  • THIS LOCATION IS NOT BBB ACCREDITED

    4021 Lakeview Dr

    Stone Mountain, GA 30083

  • THIS LOCATION IS NOT BBB ACCREDITED

    4083 Lavista Rd

    Tucker, GA 30084

  • THIS LOCATION IS NOT BBB ACCREDITED

    4711 Best Rd

    College Park, GA 30337

  • THIS LOCATION IS NOT BBB ACCREDITED

    5465 Windward Pkwy W

    Alpharetta, GA 30004

  • THIS LOCATION IS NOT BBB ACCREDITED

    5500 Triangle Dr

    Norcross, GA 30092

  • THIS LOCATION IS NOT BBB ACCREDITED

    5784 Lake Forrest Dr NW # 226

    Atlanta, GA 30328

  • THIS LOCATION IS NOT BBB ACCREDITED

    590 W Peachtree St NW

    Atlanta, GA 30308

  • THIS LOCATION IS NOT BBB ACCREDITED

    6096 Barfield Rd NE

    Atlanta, GA 30328

  • THIS LOCATION IS NOT BBB ACCREDITED

    6235 Mcdonough Dr

    Norcross, GA 30093

  • THIS LOCATION IS NOT BBB ACCREDITED

    6250 Peachtree Dunwoody Rd NE

    Atlanta, GA 30328

  • THIS LOCATION IS NOT BBB ACCREDITED

    950 Bob Arnold Blvd

    Lithia Springs, GA 30122

  • THIS LOCATION IS NOT BBB ACCREDITED

    960 Bob Arnold Blvd

    Lithia Springs, GA 30122

  • THIS LOCATION IS NOT BBB ACCREDITED

    3101 Airport Blvd

    Mobile, AL 36606

  • THIS LOCATION IS NOT BBB ACCREDITED

    4300 Colonnade Parkway

    Birmingham, AL 35243

  • THIS LOCATION IS NOT BBB ACCREDITED

    2500 Legends Cir

    Prattville, AL 36066

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 W Trade St

    Charlotte, NC 28202

  • THIS LOCATION IS NOT BBB ACCREDITED

    412 SE 4th St

    Evansville, IN 47713

  • THIS LOCATION IS NOT BBB ACCREDITED

    Two Carter Plaza

    Chattanooga, TN 37402

  • THIS LOCATION IS NOT BBB ACCREDITED

    5 Tranquility Base

    Huntsville, AL 35805

  • THIS LOCATION IS NOT BBB ACCREDITED

    10 Hightower Place

    Florence, AL 35630

  • THIS LOCATION IS NOT BBB ACCREDITED

    550 Sparkman Dr NW

    Huntsville, AL 35816

  • THIS LOCATION IS NOT BBB ACCREDITED

    1965 Marriott Drive

    Louisville, TN 37777

  • THIS LOCATION IS NOT BBB ACCREDITED

    2625 Thousand Oaks Blvd

    Memphis, TN 38118

  • THIS LOCATION IS NOT BBB ACCREDITED

    740 Town Center Drive

    Newport News, VA 23606

  • THIS LOCATION IS NOT BBB ACCREDITED

    235 E Main St

    Norfolk, VA 23510

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Marriott Way

    Chapel Hill, NC 27517

  • THIS LOCATION IS NOT BBB ACCREDITED

    1000 Navaho Dr

    Raleigh, NC 27609

  • THIS LOCATION IS NOT BBB ACCREDITED

    10040 Sellona St

    Morrisville, NC 27560

  • THIS LOCATION IS NOT BBB ACCREDITED

    101 Erwin Rd

    Chapel Hill, NC 27514

  • THIS LOCATION IS NOT BBB ACCREDITED

    102 Edinburgh South Dr

    Cary, NC 27511

  • THIS LOCATION IS NOT BBB ACCREDITED

    1041 Wake Towne Dr

    Raleigh, NC 27609

  • THIS LOCATION IS NOT BBB ACCREDITED

    105 Brucewood Rd

    Southern Pines, NC 28387

  • THIS LOCATION IS NOT BBB ACCREDITED

    10700 World Trade Blvd Ste 114

    Raleigh, NC 27617

  • THIS LOCATION IS NOT BBB ACCREDITED

    1071 Cantle Ct

    Williamston, NC 27892

  • THIS LOCATION IS NOT BBB ACCREDITED

    120 Sage Commons Way

    Cary, NC 27513

  • THIS LOCATION IS NOT BBB ACCREDITED

    1200 Benvenue Rd

    Rocky Mount, NC 27804

  • THIS LOCATION IS NOT BBB ACCREDITED

    121 Circuit Ln

    Jacksonville, NC 28546

  • THIS LOCATION IS NOT BBB ACCREDITED

    1815 Front St

    Durham, NC 27705

  • THIS LOCATION IS NOT BBB ACCREDITED

    2001 Hospitality Ct

    Morrisville, NC 27560

  • THIS LOCATION IS NOT BBB ACCREDITED

    201 Foster St

    Durham, NC 27701

  • THIS LOCATION IS NOT BBB ACCREDITED

    201 Residence Inn Blvd

    Durham, NC 27713

  • THIS LOCATION IS NOT BBB ACCREDITED

    2020 Hospitality Ct

    Morrisville, NC 27560

  • THIS LOCATION IS NOT BBB ACCREDITED

    2201 Summit Park Ln

    Raleigh, NC 27612

  • THIS LOCATION IS NOT BBB ACCREDITED

    230 Gateway Blvd

    Rocky Mount, NC 27804

  • THIS LOCATION IS NOT BBB ACCREDITED

    2641 Appliance Ct

    Raleigh, NC 27604

  • THIS LOCATION IS NOT BBB ACCREDITED

    2750 Slater Rd

    Morrisville, NC 27560

  • THIS LOCATION IS NOT BBB ACCREDITED

    2900 Regency Pkwy

    Cary, NC 27518

  • THIS LOCATION IS NOT BBB ACCREDITED

    301 Residence Inn Blvd

    Durham, NC 27713

  • THIS LOCATION IS NOT BBB ACCREDITED

    3908 Arrow Dr

    Raleigh, NC 27612

  • THIS LOCATION IS NOT BBB ACCREDITED

    400 N West Dr

    Jacksonville, NC 28546

  • THIS LOCATION IS NOT BBB ACCREDITED

    4100 Main at North Hills St

    Raleigh, NC 27609

  • THIS LOCATION IS NOT BBB ACCREDITED

    4500 Marriott Dr

    Raleigh, NC 27612

  • THIS LOCATION IS NOT BBB ACCREDITED

    4700 Guardian Dr

    Durham, NC 27703

  • THIS LOCATION IS NOT BBB ACCREDITED

    4915 Hayes Pl

    Wilson, NC 27893

  • THIS LOCATION IS NOT BBB ACCREDITED

    4240 Dominion Blvd

    Glen Allen, VA 23060

  • THIS LOCATION IS NOT BBB ACCREDITED

    103800 Overseas Highway

    Key Largo, FL 33037

  • THIS LOCATION IS NOT BBB ACCREDITED

    10 North Boulevard

    Delray Beach, FL 33483

  • THIS LOCATION IS NOT BBB ACCREDITED

    103800 Overseas Hwy

    Key Largo, FL 33037

  • THIS LOCATION IS NOT BBB ACCREDITED

    10978 South Ocean Drive

    Jensen Beach, FL 34957

  • THIS LOCATION IS NOT BBB ACCREDITED

    1200 N Ocean Blvd

    Pompano Beach, FL 33062

  • THIS LOCATION IS NOT BBB ACCREDITED

    1201 Le Jeune Rd

    Miami, FL 33126

  • THIS LOCATION IS NOT BBB ACCREDITED

    1201 NW 42nd Ave # A

    Miami, FL 33126

  • THIS LOCATION IS NOT BBB ACCREDITED

    1201 NW. Le Jeune Rd.

    Miami, FL 33126

  • THIS LOCATION IS NOT BBB ACCREDITED

    1545 Three Village Road

    Weston, FL 33326

  • THIS LOCATION IS NOT BBB ACCREDITED

    161 Ocean Drive

    Miami, FL 33139

  • THIS LOCATION IS NOT BBB ACCREDITED

    1800 Centrepark Drive, East

    West Palm Beach, FL 33401

  • THIS LOCATION IS NOT BBB ACCREDITED

    21 S. Fort Lauderdale Beach Blvd.

    Fort Lauderdale, FL 33316

  • THIS LOCATION IS NOT BBB ACCREDITED

    2501 N Ocean Dr

    Hollywood, FL 33019

  • THIS LOCATION IS NOT BBB ACCREDITED

    2825 NE 191st St.

    Aventura, FL 33180

  • THIS LOCATION IS NOT BBB ACCREDITED

    2870 S Ocean Blvd

    Palm Beach, FL 33480

  • THIS LOCATION IS NOT BBB ACCREDITED

    3800 N Ocean Dr

    Riviera Beach, FL 33404

  • THIS LOCATION IS NOT BBB ACCREDITED

    4101 NW 87th Ave

    Doral, FL 33178

  • THIS LOCATION IS NOT BBB ACCREDITED

    440 Seabreeze Blvd

    Fort Lauderdale, FL 33316

  • THIS LOCATION IS NOT BBB ACCREDITED

    5 Estate Bakkeroe

    St Thomas, VI 00801

  • THIS LOCATION IS NOT BBB ACCREDITED

    5150 Town Center Cir

    Boca Raton, FL 33486

  • THIS LOCATION IS NOT BBB ACCREDITED

    600 Northpoint Pkwy

    West Palm Beach, FL 33407

  • THIS LOCATION IS NOT BBB ACCREDITED

    620 N. University Dr.

    Coral Springs, FL 33071

  • THIS LOCATION IS NOT BBB ACCREDITED

    620 N. University Drive

    Coral Spring, FL 33065

  • THIS LOCATION IS NOT BBB ACCREDITED

    6341 Via De Sonrisa Del Sur

    Boca Raton, FL 33433

  • THIS LOCATION IS NOT BBB ACCREDITED

    6650 N Andrews Ave

    Fort Lauderdale, FL 33309

  • THIS LOCATION IS NOT BBB ACCREDITED

    7615 SW Lost River Rd.

    Stuart, FL 34997

  • THIS LOCATION IS NOT BBB ACCREDITED

    7780 SW 6th St

    Plantation, FL 33324

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 12112

    San Juan, PR 00914

  • THIS LOCATION IS NOT BBB ACCREDITED

    6650 N.Andrews Ave.

    Ft. Lauderdale, FL 33309

  • THIS LOCATION IS NOT BBB ACCREDITED

    10 North Boulevard

    Delray Beach, FL 33483

  • THIS LOCATION IS NOT BBB ACCREDITED

    5150 Town Center Cir

    Boca Raton, FL 33486

  • THIS LOCATION IS NOT BBB ACCREDITED

    5 Estate Bakkeroe

    St Thomas, VI 00801

  • THIS LOCATION IS NOT BBB ACCREDITED

    2501 North Ocean Drive

    Hollywood, FL 33019

  • THIS LOCATION IS NOT BBB ACCREDITED

    3800 North Ocean Dr

    Singer Island, FL 33404

  • THIS LOCATION IS NOT BBB ACCREDITED

    3250 9th St N

    Naples, FL 34103

  • THIS LOCATION IS NOT BBB ACCREDITED

    700 S Florida Ave

    Tampa, FL 33602

  • THIS LOCATION IS NOT BBB ACCREDITED

    13420 Telecom Dr

    Tampa, FL 33637

  • THIS LOCATION IS NOT BBB ACCREDITED

    3250 US 41 North

    Naples, FL 34103

  • THIS LOCATION IS NOT BBB ACCREDITED

    102 E Cass St

    Tampa, FL 33602

  • THIS LOCATION IS NOT BBB ACCREDITED

    4455 Metro Parkway

    Fort Myers, FL 33916

  • THIS LOCATION IS NOT BBB ACCREDITED

    850 University Pkwy

    Sarasota, FL 34234

  • THIS LOCATION IS NOT BBB ACCREDITED

    101 E Tyler St

    Tampa, FL 33602

  • THIS LOCATION IS NOT BBB ACCREDITED

    1001 N West Shore Blvd

    Tampa, FL 33607

  • THIS LOCATION IS NOT BBB ACCREDITED

    400 S Collier Blvd

    Marco Island, FL 34145

  • THIS LOCATION IS NOT BBB ACCREDITED

    9719 Princess Palm Ave

    Tampa, FL 33619

  • THIS LOCATION IS NOT BBB ACCREDITED

    6720 Lakeview Center Dr

    Tampa, FL 33619

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 4th St N

    Saint Petersburg, FL 33701

  • THIS LOCATION IS NOT BBB ACCREDITED

    11908 Gulf Boulevard

    Saint Petersburg, FL 33706

  • THIS LOCATION IS NOT BBB ACCREDITED

    4312 W Boy Scout Blvd

    Tampa, FL 33607

  • THIS LOCATION IS NOT BBB ACCREDITED

    13200 49th St N

    Clearwater, FL 33762

  • THIS LOCATION IS NOT BBB ACCREDITED

    9550 W Higgins Rd

    Des Plaines, IL 60018

  • THIS LOCATION IS NOT BBB ACCREDITED

    6250 River Road
    Suite #4020

    Rosemont, IL 60018

  • THIS LOCATION IS NOT BBB ACCREDITED

    540 N Michigan Ave

    Chicago, IL 60611

  • THIS LOCATION IS NOT BBB ACCREDITED

    1801 N Naper Blvd

    Naperville, IL 60563

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 818

    Naperville, IL 60566

  • THIS LOCATION IS NOT BBB ACCREDITED

    10 Marriott Dr

    Lincolnshire, IL 60069

  • THIS LOCATION IS NOT BBB ACCREDITED

    1200 Burr Ridge Pkwy

    Willowbrook, IL 60527

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Half Day Road

    Lincolnshire, IL 60069

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 Parkway N

    Deerfield, IL 60015

  • THIS LOCATION IS NOT BBB ACCREDITED

    4800 Hoffman Blvd

    Hoffman Estates, IL 60192

  • THIS LOCATION IS NOT BBB ACCREDITED

    1195 Summerhill Dr

    Lisle, IL 60532

  • 700 Grand Ave

    Des Moines, IA 50309

  • THIS LOCATION IS NOT BBB ACCREDITED

    1250 Jordan Creek Pkwy

    West Des Moines, IA 50266

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 E 9th St

    Coralville, IA 52241

  • One Parkway East

    Greenville, SC 29615

  • THIS LOCATION IS NOT BBB ACCREDITED

    12000 Blue Valley Pkwy

    Overland Park, KS 66213

  • THIS LOCATION IS NOT BBB ACCREDITED

    10800 Metcalf Ave

    Overland Park, KS 66210

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 W 12th

    Kansas City, MO 64105

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    3700 Arrowhead Ave

    Independence, MO 64057

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    4601 Broadway St

    Kansas City, MO 64112

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    1500 NE Coronado Dr

    Blue Springs, MO 64014

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    481 Creighton Rd

    Pensacola, FL 32504

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    1313 John Q Hammons Dr.

    Middleton, WI 53562

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    Middleton, WI 53562

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    7111 Washington Ave

    Racine, WI 53406

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    2829 43rd St NW

    Rochester, MN 55901

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    2829 43rd St NW

    Rochester, MN 55901

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    Rochester, MN 55904

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    Rochester, MN 55904

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    30 S 7th St

    Minneapolis, MN 55402

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    Minneapolis, MN 55402

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    2020 American Blvd E

    Minneapolis, MN 55425

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    2020 American Blvd E

    Minneapolis, MN 55425

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    9970 Wayzata BLVD

    Minneapolis, MN 55426

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    9970 Wayzata BLVD

    Minneapolis, MN 55426

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    161 13th Ave SW

    Rochester, MN 55902

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    215 S 4th St

    Minneapolis, MN 55401

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    Minneapolis, MN 55401

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    101 1st Ave SW

    Rochester, MN 55902

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    101 1st Ave SW

    Rochester, MN 55902

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    10220 Regency Cir

    Omaha, NE 68114

  • 1818 N 90th St

    Omaha, NE 68114

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    Junction City, KS 66441

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    11000 Westwood Boulevard

    Orlando, FL 32821

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    Melbourne, FL 32901

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    Orlando, FL 32801

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    4991 Calypso Cay Way

    Kissimmee, FL 34746

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    730 N Magnolia Ave

    Orlando, FL 32803

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    8623 Vineland Avenue

    Orlando, FL 32821

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    8701 World Center Drive

    Orlando, FL 32821

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    1820 Market St

    Saint Louis, MO 63103

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    Saint Louis, MO 63103

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    One St Louis Union Station

    Saint Louis, MO 63103

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    One St Louis Union Station

    Saint Louis, MO 63103

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    240 Coliseum Dr

    Macon, GA 31217

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    1008 Monterey Dr

    Aiken, SC 29803

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    5580 Tech Center Dr

    Colorado Springs, CO 80919

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    906 Westmoor Dr

    Colorado Springs, CO 80904

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    350 E Horsetooth Rd

    Fort Collins, CO 80525

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    Po Box 9190

    Avon, CO 81620

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    5151 San Francisco Rd NE

    Albuquerque, NM 87109

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    2101 Louisiana Blvd NE

    Albuquerque, NM 87110

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    711 Riverwalk E

    San Antonio, TX 78205

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    889 E Maket St
    Attn: Human Resource Office

    San Antonio, TX 78205

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    101 Bowie St.

    San Antonio, TX 78205

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    3233 NW Loop 410

    San Antonio, TX 78213

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    23808 Resort Parkway

    San Antonio, TX 78261

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    750 Ih 35 N

    New Braunfels, TX 78130

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    2421 South Acadian Thruway

    Baton Rouge, LA 70808

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    Dallas/Fort Worth Sales Office
    8440 Freeport Parkway

    Irving, TX 75063

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    14901 Dallas Parkway

    Dallas, TX 75254

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    223 Las Colinas Blvd W

    Irving, TX 75039

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    1475 S Colorado Blvd

    Denver, CO 80222

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    1701 California St

    Denver, CO 80202

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    1701 California St

    Denver, CO 80202

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    10345 Park Meadows Dr

    Lone Tree, CO 80124

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    4855 Geneva St

    Denver, CO 80238

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    14700 W 6th Ave Frontage Road

    Golden, CO 80401

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    1600 Airway Blvd.

    El Paso, TX 79925

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    12401 Katy Freeway

    Houston, TX 77079

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    1400 Old Spanish Trail

    Houston, TX 77054

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    1400 Old Spanish Trail

    Houston , TX 77054

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    1750 West Loop South

    Houston, TX 77027

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    18700 Kennedy Blvd.

    Housston, TX 77032

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    29722 El Paso

    Magnolia, TX 77355

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    3131 W. Loop South

    Houston, TX 77027

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    6580 Fannin Street

    Houston, TX 77030

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    9100 Gulf Freeway

    Houston, TX 77017

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    9550 Seawall Blvd

    Galveston, TX 77554

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    2501 Texamati Drive

    Katy, TX 77494

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    12401 Katy Freeway

    Houston, TX 77079

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    1400 Old Spanish Trail

    Houston, TX 77054

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    1400 Old Spanish Trail

    Houston , TX 77054

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    1750 West Loop South

    Houston, TX 77027

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    1820 Country Place Parkway

    Pearland , TX 77584

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    18700 Kennedy Blvd.

    Housston, TX 77032

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    2120 NASA Parkway

    Seabrook , TX 77586

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    2501 Texamati Drive

    Katy, TX 77494

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    2900 Briarpark Dr

    Houston, TX 77042

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    29722 El Paso

    Magnolia, TX 77355

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    3131 W. Loop South

    Houston, TX 77027

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    6580 Fannin Street

    Houston, TX 77030

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    9100 Gulf Freeway

    Houston, TX 77017

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    9550 Seawall Blvd

    Galveston, TX 77554

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    1707 Roberta Ave

    Ruston, LA 71270

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    3233 N.W. Expressway

    Oklahoma City, OK 73112

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    3233 N.W. Expressway

    Oklahoma City, OK 73112

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    1902 East 71st Street

    Tulsa, OK 74136

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    1902 East 71st Street

    Tulsa, OK 74136

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    9150 S 102nd St

    Tulsa, OK 74133

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    9150 S 102nd St

    Tulsa, OK 74133

  • 74-855 Country Club Drive

    Palm Desert, CA 92260

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    3400 Market Street

    Riverside, CA 92501

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    300 S Court St

    Visalia, CA 93291

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    2552 Kalakaua Avenue

    Honolulu, HI 96815

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    3700 Wailea Alanui

    Wailea, HI 96753

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    3325 Holo Kawelu Way

    Lihue, HI 96766

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    55 4th St

    San Francisco, CA 94103

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    55 4th St

    San Francisco, CA 94103

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    2600 Bishop Dr

    San Ramon, CA 94583

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    2600 Bishop Dr

    San Ramon, CA 94583

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    11950 Dublin Canyon Rd

    Pleasanton, CA 94588

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    11950 Dublin Canyon Rd

    Pleasanton, CA 94588

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    1001 Broadway

    Oakland, CA 94607

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    1001 Broadway

    Oakland, CA 94607

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    46100 Landing Pkwy

    Fremont, CA 94538

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    5555 Shellmound St

    Emeryville, CA 94608

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    1250 Columbus Ave

    San Francisco, CA 94133

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    480 Sutter St

    San Francisco, CA 94108

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    988 Broadway Street

    Oakland, CA 94607

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    1770 S Amphlett Blvd

    San Mateo, CA 94402

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    1050 Bayhill Dr

    San Bruno, CA 94066

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    1300 Veterans Boulevard

    South San Francisco, CA 94080

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    1350 Holiday Lane

    Fairfield, CA 94534

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    550 Shell Blvd

    Foster City, CA 94404

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    200 N. Centennial Way

    Mesa , AZ 85210

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    5641 E. Lincoln Drive

    Scottsdale, AZ 85253

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    11211 Point East Dr.

    Rancho Cordova, CA 95742

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    Guest Relations

    Salt Lake City, UT 84115

  • THIS LOCATION IS NOT BBB ACCREDITED

    310 W Bearcat Dr

    Salt Lake City, UT 84115

  • THIS LOCATION IS NOT BBB ACCREDITED

    247 24th St

    Ogden, UT 84401

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    220 S State St

    Salt Lake City, UT 84111

  • 660 K St

    San Diego, CA 92101

  • THIS LOCATION IS NOT BBB ACCREDITED

    11002 Rancho Carmel Dr

    San Diego, CA 92128

  • THIS LOCATION IS NOT BBB ACCREDITED

    11611 Bernardo Plaza Ct

    San Diego, CA 92128

  • THIS LOCATION IS NOT BBB ACCREDITED

    11966 El Camino Real

    San Diego, CA 92130

  • THIS LOCATION IS NOT BBB ACCREDITED

    12781 Western Ave #C

    Garden Grove, CA 92841

  • THIS LOCATION IS NOT BBB ACCREDITED

    1460 South Harbor Blvd

    Anaheim, CA 92802

  • THIS LOCATION IS NOT BBB ACCREDITED

    16842 Von Karman Ave

    Irvine, CA 92606

  • THIS LOCATION IS NOT BBB ACCREDITED

    16915 Hierba Dr

    San Diego, CA 92128

  • THIS LOCATION IS NOT BBB ACCREDITED

    1700 S Clementine St

    Anaheim, CA 92802

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    17601 Fitch

    Irvine, CA 92614

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    2000 Second St

    Coronado, CA 92118

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    2300 Newport Coast Dr

    Newport Beach, CA 92657

  • THIS LOCATION IS NOT BBB ACCREDITED

    23000 Newport Coast Dr

    Newport Coast, CA 92657

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    2435 Jefferson St

    San Diego, CA 92110

  • THIS LOCATION IS NOT BBB ACCREDITED

    25135 Park Lantern

    Dana Point, CA 92629

  • THIS LOCATION IS NOT BBB ACCREDITED

    26328 Oso Pkwy

    Mission Viejo, CA 92691

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    2701 Nutwood Ave

    Fullerton, CA 92831

  • THIS LOCATION IS NOT BBB ACCREDITED

    2855 Main St

    Irvine, CA 92614

  • THIS LOCATION IS NOT BBB ACCREDITED

    3003 S Dogwood

    El Centro , CA 92243

  • THIS LOCATION IS NOT BBB ACCREDITED

    3130 S Harbor Blvd #400

    Santa Ana, CA 92704

  • THIS LOCATION IS NOT BBB ACCREDITED

    3130 S Harbor Blvd #550

    Santa Ana, CA 92704

  • THIS LOCATION IS NOT BBB ACCREDITED

    333 W Harbor Dr

    San Diego, CA 92101

  • THIS LOCATION IS NOT BBB ACCREDITED

    4240 La Jolla Village Dr

    La Jolla, CA 92037

  • THIS LOCATION IS NOT BBB ACCREDITED

    4931 Katella Ave

    Los Alamitos, CA 90720

  • THIS LOCATION IS NOT BBB ACCREDITED

    500 Anton Blvd

    Costa Mesa, CA 92626

  • THIS LOCATION IS NOT BBB ACCREDITED

    530 Broadway

    San Diego, CA 92101

  • THIS LOCATION IS NOT BBB ACCREDITED

    5400 Kearny Mesa Rd

    San Diego, CA 92111

  • THIS LOCATION IS NOT BBB ACCREDITED

    5835 Owens Ave

    Carlsbad, CA 92008

  • THIS LOCATION IS NOT BBB ACCREDITED

    595 Hotel Circle S

    San Diego, CA 92108

  • THIS LOCATION IS NOT BBB ACCREDITED

    700 W Kimberly Ave

    Placentia, CA 92870

  • THIS LOCATION IS NOT BBB ACCREDITED

    717 S Hwy 101

    Solana Beach, CA 92075

  • THIS LOCATION IS NOT BBB ACCREDITED

    7621 Beach Blvd

    Buena Park, CA 90620

  • THIS LOCATION IS NOT BBB ACCREDITED

    8651 Spectrum Center Blvd

    San Diego, CA 92123

  • THIS LOCATION IS NOT BBB ACCREDITED

    8757 Rio San Diego Dr

    San Diego, CA 92108

  • THIS LOCATION IS NOT BBB ACCREDITED

    900 Newport Center Dr

    Newport Beach, CA 92660

  • THIS LOCATION IS NOT BBB ACCREDITED

    9650 Scranton Rd

    San Diego, CA 92121

  • THIS LOCATION IS NOT BBB ACCREDITED

    9950 Slater Ave

    Fountain Valley, CA 92708

  • THIS LOCATION IS NOT BBB ACCREDITED

    350 Calle De Principal

    Monterey, CA 93940

  • THIS LOCATION IS NOT BBB ACCREDITED

    555 McMurray Road

    Buellton, CA 93427

  • THIS LOCATION IS NOT BBB ACCREDITED

    2912 Petit Street

    Camarillo, CA 93012

  • THIS LOCATION IS NOT BBB ACCREDITED

    880 E Second St

    Tucson, AZ 85719

  • THIS LOCATION IS NOT BBB ACCREDITED

    201 S Williams Blvd

    Tucson, AZ 85711

  • THIS LOCATION IS NOT BBB ACCREDITED

    3800 W Starr Pass Blvd

    Tucson, AZ 85745

  • THIS LOCATION IS NOT BBB ACCREDITED

    3399 Rodeo Dr

    Sierra Vista, AZ 85635

  • THIS LOCATION IS NOT BBB ACCREDITED

    14615 NE 29th Pl

    Bellevue, WA 98007

  • THIS LOCATION IS NOT BBB ACCREDITED

    14665 29th PL NE

    Bellevue, WA 98007

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/23/2016 Problems with Product/Service
7/22/2016 Problems with Product/Service
7/22/2016 Problems with Product/Service
7/22/2016 Problems with Product/Service
7/21/2016 Problems with Product/Service
7/20/2016 Problems with Product/Service
7/20/2016 Advertising/Sales Issues
7/18/2016 Problems with Product/Service
7/13/2016 Problems with Product/Service
7/13/2016 Problems with Product/Service
7/11/2016 Advertising/Sales Issues
7/11/2016 Advertising/Sales Issues
7/11/2016 Problems with Product/Service
7/8/2016 Problems with Product/Service
7/7/2016 Problems with Product/Service
7/7/2016 Problems with Product/Service
7/4/2016 Problems with Product/Service
7/4/2016 Problems with Product/Service
7/2/2016 Problems with Product/Service
7/2/2016 Problems with Product/Service
6/29/2016 Problems with Product/Service
6/25/2016 Billing/Collection Issues
6/21/2016 Problems with Product/Service
6/21/2016 Billing/Collection Issues
6/20/2016 Problems with Product/Service
6/19/2016 Problems with Product/Service
6/12/2016 Problems with Product/Service
6/11/2016 Billing/Collection Issues
6/8/2016 Problems with Product/Service
6/6/2016 Problems with Product/Service
6/6/2016 Advertising/Sales Issues
6/6/2016 Problems with Product/Service
6/6/2016 Problems with Product/Service
6/3/2016 Problems with Product/Service
6/3/2016 Problems with Product/Service
5/24/2016 Problems with Product/Service
5/16/2016 Billing/Collection Issues
5/16/2016 Advertising/Sales Issues
5/15/2016 Problems with Product/Service
5/7/2016 Problems with Product/Service
5/6/2016 Billing/Collection Issues
5/5/2016 Billing/Collection Issues
4/29/2016 Problems with Product/Service
4/29/2016 Problems with Product/Service
4/29/2016 Billing/Collection Issues
4/26/2016 Problems with Product/Service
4/24/2016 Billing/Collection Issues
4/24/2016 Problems with Product/Service
4/20/2016 Problems with Product/Service
4/16/2016 Billing/Collection Issues
4/15/2016 Guarantee/Warranty Issues
4/8/2016 Problems with Product/Service
4/3/2016 Problems with Product/Service
4/1/2016 Problems with Product/Service
4/1/2016 Billing/Collection Issues
3/30/2016 Billing/Collection Issues
3/30/2016 Problems with Product/Service
3/28/2016 Problems with Product/Service
3/28/2016 Delivery Issues
3/19/2016 Billing/Collection Issues
3/15/2016 Problems with Product/Service
3/12/2016 Billing/Collection Issues
3/11/2016 Problems with Product/Service
3/7/2016 Problems with Product/Service
2/28/2016 Billing/Collection Issues
2/27/2016 Billing/Collection Issues
2/27/2016 Problems with Product/Service
2/22/2016 Problems with Product/Service
2/22/2016 Problems with Product/Service
2/18/2016 Advertising/Sales Issues
2/13/2016 Billing/Collection Issues
2/13/2016 Advertising/Sales Issues
2/12/2016 Problems with Product/Service
2/12/2016 Problems with Product/Service
2/12/2016 Problems with Product/Service
2/12/2016 Problems with Product/Service
2/11/2016 Billing/Collection Issues
2/8/2016 Problems with Product/Service
2/8/2016 Problems with Product/Service
2/4/2016 Problems with Product/Service
1/26/2016 Problems with Product/Service
1/23/2016 Billing/Collection Issues
1/19/2016 Problems with Product/Service
1/19/2016 Problems with Product/Service
1/19/2016 Problems with Product/Service
1/15/2016 Problems with Product/Service
1/11/2016 Billing/Collection Issues
1/7/2016 Problems with Product/Service
1/7/2016 Problems with Product/Service
1/1/2016 Problems with Product/Service
12/31/2015 Problems with Product/Service
12/29/2015 Billing/Collection Issues
12/19/2015 Advertising/Sales Issues
12/19/2015 Problems with Product/Service
12/19/2015 Problems with Product/Service
12/19/2015 Problems with Product/Service
12/11/2015 Problems with Product/Service
12/11/2015 Problems with Product/Service
12/8/2015 Problems with Product/Service
12/5/2015 Problems with Product/Service
11/27/2015 Problems with Product/Service
11/25/2015 Problems with Product/Service
11/24/2015 Problems with Product/Service
11/20/2015 Problems with Product/Service
11/20/2015 Billing/Collection Issues
11/18/2015 Problems with Product/Service
11/14/2015 Problems with Product/Service
11/10/2015 Problems with Product/Service
11/10/2015 Problems with Product/Service
11/9/2015 Problems with Product/Service
11/7/2015 Problems with Product/Service
11/6/2015 Problems with Product/Service
11/5/2015 Problems with Product/Service
11/3/2015 Problems with Product/Service
10/28/2015 Problems with Product/Service
10/25/2015 Problems with Product/Service
9/29/2015 Problems with Product/Service
9/25/2015 Problems with Product/Service
9/23/2015 Problems with Product/Service
9/20/2015 Problems with Product/Service
9/19/2015 Advertising/Sales Issues
9/13/2015 Problems with Product/Service
9/11/2015 Problems with Product/Service
9/8/2015 Problems with Product/Service
9/8/2015 Problems with Product/Service
9/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: As a frequent traveler (about 300 days a year and a rewards member with the marriott rewards) I don't normally receive such misleading and unprofessional help. I tried to book a room with the below referenced hotel and instead of being told they we are all full I was told that they were moving some things around and would call me the following day. I never received a call and when I called them back I was informed they were sold out and they couldn't accommodate me.. This information would have been helpful the day before. Now I'm traveling tomorrow to the area for work to help assist local communities affected by a natural disaster and I don't have a hotel room. I can't imagine a more unprofessional way to handle a client that not only stays with you 300 days a year, I can't imagine doing business like this with anyone.. ** ********* ***** Wareham, MA 0257###-###-####

Desired Settlement: Create a better system to handle this type of communications and find me a hotel room

Business Response:

Mike M********, General Manager advised the guest was contacted when they were notified of the guest's concerns.  They were able to accommodate the guest for a stay 9/14/15 - 12/10/15 at the government rate as he requested.

Debra M. C*******

Liaison, Mr. Marriott’s Office

Phone:  ###-###-####

Email:  ***************************

Facsimile:  ###-###-####

 

9/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was at the Marriot *** ******** *****. My stay was from the 7th to the 18th while on a Military Tour. They checked me out of my room to check someone else in while I was at work with all of my belongings still in my room. When I returned to the hotel no one knew where my items were. I was told the housekeeper CLAIMED my room was empty which leads me to believe she stole my items. I had two bags with clothes, a pair of vans, and my ****** laptop, my laptop charger and my two notebooks with my notes for school. Those items need to be replaces. I work with children who have cancer who gave me keepsake items 2 of those patients are no longer living. Those items can not be replaced and I am saddened by it. I called to speak with corporate and they said someone will get back to be in 5 days. I am 6 hours away from home with NOTHING. This is unacceptable.

Desired Settlement: I want my ****** laptop and charger replaced. I want my vans replaced. I want my clothing items replaced. I want a formal apology for the stress this has caused. My orders are being cut because all of my belongings are gone, that is four days of pay I want to be reimbursed for. Whoever stole my items should be terminated

Business Response:

The hotel has opened an insurance claim for this guest regarding her missing property.  The guest has been notified of this and is in contact with the insurance adjuster. 

-        Sara T********, Corporate Liaison, Mr. Marriott’s Office of Consumer Affairs



9/3/2015 Problems with Product/Service
8/26/2015 Problems with Product/Service
8/25/2015 Problems with Product/Service
8/9/2015 Problems with Product/Service
8/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I reserved a room with the Minneapolis Marriott City center from 06/04 - 06/06/15. Reservation number: ******** Marriott Confirmation Number: ********. On May 20th, 2015 I cancelled this reservation, well within the 24 hour cancellation policy, Cancellation number: 88130. I was still charged one night at a rate of $180.30 on 6/8/15 to my ****. I contacted Marriott on 6/11/15 at which point they said someone would contact me. Not once was I contacted and follow up on 6/18 and 6/22/15 as both times I was told someone would contact me but, again, over one month later I have yet to be contacted. They took my money and have not even once responded regarding a refund. The only responses via e-mail have been that someone will contact me. Please help, they are basically keeping my money hostage while I pay interest even if I cancelled well before the policy stated I needed to.

Desired Settlement: I would like my money refunded and do not feel I should have to pay the interest owed as this has been close to 2 months now that I have waited for my refund.

Business Response:

From: C*******, Kathy
Sent: Wednesday, July 29, 2015 7:49 AM
To: *****************@*****.com
Subject: Minneapolis Marriott City Center

 

Dear *** *****,

 

Your letter to Mr. Marriott’s Office has been referred to me for a response.

 

Please accept our apologies for no one contacting you.  I understand your frustration when you never received a response after several attempts to get an answer. 

 

I noticed you have emails saying someone will contact you.  Will you please send me the name(s) of the people who told you that?  I will definitely follow up with them as not responding is totally unacceptable. 

 

In researching the $180.03 charge, our system shows on April 9, 2015, there were two reservations made using PassKey.  Reservation ******** was cancelled while reservation ******** was not.  As a gesture of goodwill, this morning our accounting department issued a $180.03 credit for the no show charge.  Please be aware that it can take up to 10 business days for it to reflect on your card.

 

I look forward to hearing from you so we can talk to the people who did not respond to you.  We appreciate your business and hope we will have the honor of serving you should your travels bring you to the Minneapolis area.

Kathy
Katherine *. C*******
Executive Assistant
Minneapolis Marriott City Center
###-###-####
###-###-#### fax
**************@marriott.com

8/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I reserved a room at The Marriott Hotel in Miami Florida for my birthday celebration on August 14,2015. I just went online to print out my reservation documents only to find out my reservation had been cancelled. I called the Marriott corporate number ###-###-#### to figure out what happened. They stated that I cancelled my reservation online which did not happen. I requested to speak with a supervisor and after being on hold for 10 minutes one comes on the line. I explained to her how upset I was and requested information on what is going on. As I requested for my rate to be honored the supervior hung up on me. This was a display of horrible customer service!

Desired Settlement: The amount quoted to be honored by company of $98.00

Business Response:

I spoke with the guest and apologized.  We made a new reservation for her at the original rate and she is happy.

- Sara T********, Corporate Liaison, Mr. Marriott's Office of Consumer Affairs

Consumer Response: [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 ********, and find that this resolution is satisfactory to me. 

Regards,

******* *********

8/8/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I made ***** reservations today with Marriotts central booking for August for their property in Sonoma California called *** ***** at Sonoma Renaissance. I booked and confirmed a room with 2 Double Beds, fireplace, sofabed and sitting area for the rate of $299/ night plus tax (Marriott calls it the Cottage Room) less my *** discount that brought price down to $284.05. But my husband and I kept looking because of Marriotts Look No Further Best Price Guarantee program that if we find the same accommodations published elsewhere within 24 hours, that they will not only match the price but also give an additional 25% on top of. We found same accommodations, same place, same description 2 Double Beds, fireplace, sofabed and sitting area (*****.com calls it Deluxe Room) at a lesser rate of $249/ night plus tax. This rate is published with description of the room detailing it on their website and have a confirmation email they sent me. So I went back to Marriotts and filed a claim through their website www.marriott.com/look the official website for the Look No Further Best Price Guaranteed Program. But I got an email back from a Marriott Customer Care that Marriott is denying my claim because they are claiming that it is not the same room type and that *****.com made a verbiage error for which published the wrong description of the room. That they have the deluxe room at $249 with 2 Double beds with fireplace but not a sofabed, and have the same room I have on my confirmation email at a higher price. Thats why they will not honor the price guarantee and denied my claim. I argued profusely with him since this is not right and they are misleading customers. Thats false advertising. Now, they are not only honoring the room that I reserved but they will also deny anyone who files the same claim because of their error. That they will give me a lesser room for the reservation I made because of the error too that *****.com made. They will call *****.com to correct and change the error but will not honor the price guarantee in my case or anyone that files a claim. The Customer Care Rep also connected me with the propertys manager, and she agreed that it was an error by *****.com, that the only room they have with same description that I have is priced higher and not the same types. But they have the same detailed descriptions. Because of that they will not adjust the price. They are stating about different room types and square footages, but as a consumer, who cares really about what the type of room they call their rooms or square footages? All I asked them is for a room with 2 Double Beds, fireplace, sofabed and sitting area. To me, this is unfair business practice and we consumers are the ones on the disadvantage. They are falsely advertising and misleading the public.

Desired Settlement: I want them to honor what they have advertised and guaranteed. I have the emails to prove my claim. It's not my problem if they made an error, that's between Marriott and *****.com, not us consumers. But the consumers are the one stressed and inconvenienced, in this case me and my husband. Information about room details, description, and pricing to publish are exchanged through them only, it wasn't between the *****, agency and consumers. Why should the consumers suffer and be inconvenienced?

Business Response:

July 14, 2015

 

Jennifer D********

**** ****** *****

Fairfield, CA  *****

 

Via Email:  *********************** 

 

Dear *** *********:

 

Thank you for your correspondence with the Better Business Bureau regarding your claim with Marriott’s Look No Further Team. We appreciate your comments and I am pleased to respond.

 

We remain sorry for the challenges you encountered during this process.  We value the opinions and suggestions of all guests and will share your thoughts with the appropriate department within Marriott.  We hope you will accept our sincere apologies for this event.

 

We have researched your claim and found that at the time of validating your claim *****s.com was selling rates that mirrored what was booked on Marriott.com.  At the time of validating your claim you compared *****s.com ‘Deluxe Room’ for $249 to Marriott.com ‘Cottage Room’.  The ‘Deluxe Room’ on both Marriott.com and *****s.com were selling for $249 per night and the ‘Cottage Room’ was selling for $299 per night.  We must compare the same room when validating a claim and this is the reason your claim was denied and without Marriott being able to validate the lower rate you viewed we are unable to approve your claim. 

 

All of our agents are required to view the compared rate on a live website during processing. This is due to the fact that rates are limited in availability and rates displayed to a guest may fluctuate and even sell out before a reservation is confirmed. Offers described in claims are validated through a review of the entire reservation process through which the offer was found, beginning with a search for both the ***** and available rates.  When reviewing the comparison offer described in your claim, we were unable to locate the same offer.

 

For future reference, below is the web link to the Terms & Conditions of Marriott's Look No Further(SM) Best Rate Guarantee:

 

https://www.marriott.com/*****-****************

 

*** *********, we value your business and your continuing patronage is very important to us.  We look forward to welcoming you for many years to come in the time honored tradition of Marriott hospitality.

 

Sincerely,

 

 

Jennifer D******

Corporate Liaison

Mr. Marriott's Office

Consumer Response:

[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: ********

I am rejecting this response because:


Jennifer D******

Corporate Liason

Mr. Marriotts Office


Jennifer D*******


I am saddened to receive a response from the office of Mr. Marriotts himself, that claims had done their research of my issue but really not.  You have not done your due diligence of the matter, and if claiming so, not quite thoroughly.  It just shows to prove how ineffective Marriotts handle situations like mine. Also, FYI, my last name is ********* and not *********.  So many mistakes, rushing just to send a denial, extremely disappointing. This is similar to Ricky S***’s, from your Look No Further department, very careless and unthoughtful response too.


This is your response:


“We have researched your claim and found that at the time of validating your claim *****s.com was selling rates that mirrored what was booked on Marriott.com.  At the time of validating your claim you compared *****s.com ‘Deluxe Room’ for $249 to Marriott.com ‘Cottage Room’.  The ‘Deluxe Room’ on both Marriott.com and *****s.com were selling for $249 per night and the ‘Cottage Room’ was selling for $299 per night.  We must compare the same room when validating a claim and this is the reason your claim was denied and without Marriott being able to validate the lower rate you viewed we are unable to approve your claim.


All of our agents are required to view the compared rate on a live website during processing. This is due to the fact that rates are limited in availability and rates displayed to a guest may fluctuate and even sell out before a reservation is confirmed. Offers described in claims are validated through a review of the entire reservation process through which the offer was found, beginning with a search for both the ***** and available rates.  When reviewing the comparison offer described in your claim, we were unable to locate the same offer.

Though I agree with the Deluxe Room name and price comparison is with your Cottage Room, what you failed to see is the description of both rooms on *****.com’s website are the same.  All your employees I talked to have seen what I saw and agreed with me that it was an error. But that is not the consumer’s problem therefore I have a legitimate claim. 

Each *****s name their type of rooms differently, they do this so they can identify exactly what they sell to the public. Each specific descriptions are also mostly used internally, so the *****s would know which ones are the upgraded rooms or not.  However, when consumers call for room reservations, they only look or base their reservations on what the room has inside, to accommodate each of the customer’s need.  We don’t call to ask if you have a King Suite, Presidential, Queen Standard, Deluxe Room or Cottage with 400+ or 800 sqr ft rooms, we ask for a room with either 1 or 2 beds and other amenities in the room and how much is the cost of a particular room. In my case, I have not been in your ***** therefore don’t know the type of rooms you have nor sizes nor location nor squarefootages, I only asked for a room with 2 Double beds, sofabed and fireplace.  I understand that the Cottage has that, that’s why Marriotts gave me that room in my initial reservation.  However, when I called *****.com, their Deluxe Room offered the same accommodation with 2 Double Beds, sofabed and fireplace that’s why that is what they gave me when I made the reservation with them. Both reservations are confirmed and guaranteed with my credit card. 

That’s where the problem and confusion was. I was told after my booking that the Deluxe room with 2 Double Beds, with sofabed and fireplace does not exist at your property at *** ***** at Sonoma Renaissance, but is published on *****.com’s website at the time of my booking and I have the confirmation email to prove it, unless your e-commerce department had it changed and corrected already on their website. 

Bottomline, regardless of whether this is a *****.com or Marriott error, to me since the Deluxe Room with 2 Double Beds, sofabed and fireplace doesn’t exist in your property at The Lodge Renaissance, clearly this is false advertising.  *****.com, whom which is your partner, is publishing inaccurate information about your properties.  The failure of Marriotts to protect us consumers, failure to investigate accordingly, really see it from my point of view thus continue to give me inaccurate responses are very disappointing. I hope you guys change and train you people more to better handle situations like this.  Perhaps, do a thorough investigation first rather than blasting inaccurate and unthoughful responses or going back to a customer with an immediate denial.  That’s unfair business practice to assume that we are on the wrong, right away.

Though I reject your response to my complaint for I strongly disagree with your reasoning, I will not pursue my claim for I have come with a resolution with your local property already.  The Director of Rooms at *** *****, Mr. Cameron S*****, called me.  Mr. Cameron S***** was very understanding about my situation.  He thoroughly researched my complaint first, prior to contacting me, had all the facts on hand, listened to me and then, proposed a fair resolution for which we both agreed. I can't thank him profusely enough for his awesome customer service skills and I commend him for his effort to go beyond the call of duty to help a consumer like me. I wish all your employees are like him.

But, thank you for whatever time you gave anyway.

Sincerely,

***** *********

Business Response:

Dear *** *********,

 

Please accept my heartfelt apologies for the typographical error on your name.  I am truly sorry, I can assure you it was not my rushing to send a denial.  I simply made an error and will re-check for spelling much more closely moving forward.

 

Please understand that there are many issue surrounding our guidelines for the Look no further guarantee.  Legally, we must follow a certain process and order regarding all claims.  This is not something that can be deviated from, which is why Mr. S*** sent your concerns to the property itself.  This prompting them to offer an alternate solution for the situation.

 

Thank you again for sharing your comments with us.  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.

 

Warm Regards,

 

 

Jennifer D******

Corporate Liaison, Mr. Marriott's Office
Phone: ###-###-#### 
Email:
****************@marriott.com

7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

I have submitted a prior dispute regarding this issue previously and your company has until July 23rd to reply. However, I am dissatisfied with their response and other things have happened since their correspondence. Case # ********. I will start from the beginning.

Furthermore, I stayed at the Atlanta GA Marriott Marquis but I am disputing with this location because it says that this is headquarters, I stayed with the hotel from March 6th- March 8th and it was the worst and most disgusting hotel stay of my entire life. I have travelled to different countries such as Spain and France and never even received nasty service there so to experience it in a place where I have been multiple times and grew up around is shameful of your company. To summarize, the associates claimed that I was lying about having an early check in and even the corporate representative was demeaning and disrespectful. I sent letters of complaint as soon as I got home the following week, both with ********* (who I booked through) and with the Atlanta Marriott location. No one from either company responded, although Chandra W***** did write me back on a travel website where I posted a review of the horrible conditions I experienced during my stay. Because no one responded to me, I disputed the transaction on my credit card. They issued me a temporary credit, but then revoked it because ********* resubmitted the charges. I then made a complaint with the BBB that promoted an email from Chandra W*****. She said that my refund would be processed immediately. This was on June 10th, 2015. She apologized and promised me a refund. She also said that it would take 5-7 business days. When I did not see the refund, I contacted her again and she told me that she was having issues with the refund. She even responded saying "lol" which means laughing out loud, which I thought was very rude because nothing is funny about receiving bad customer service and unfulfilled promises. Last week, I called my credit card company who promoted a 3-way call with someone from your Marriott location. The representative told me that somehow my refund was refunded to the wrong card number and it was a random person that received the money. I was very angry because I didn't see how someone else could have received my refund. She then told me I would receive the refund on the card that I used to slide and pay for my internet purchases with. She told me she would call me back, but I received a miss call at work and she left no voicemail or name for me to contact her back with. Jump to today. I still have received no refund. Chandra W***** e-mailed me saying that she couldn't process my refund because I paid through *********. I said that was ridiculous because how could she have mistakenly refunded the wrong person but can't refund me and furthermore she cannot promise to refund me my money and not follow through. I am beyond upset and angered. To summarize, I am appalled at your company's lack of customer service skills and I feel very disrespected as to how I have been treated as a customer. I stayed at this location for my birthday, and it was the single worst stay at a hotel I have ever experienced in my lifetime. Then, on top of all of that, for Chandra to say that she would give me a refund and not follow through is disgusting. In addition, her saying "LOL" while I am loosing out on my hard earned money was disrespectful. I want something to be done about this because I do plan on getting a lawyer if your company does not show one single type of positive, respectful, or caring attitude. Not only was I treated rudely by your cashier; but your hotel manager, corporate, and by Chandra W*****. I have documentation of all conversations (e-mail and phone) and would be happy to supply it.

Desired Settlement: I would like a refund for the amount paid to Marriott ($183 something) in the form of a check. Chandra claimed that she could not refund me because I used my card on ********* and not there but when I spoke to the woman from accounting she told me that they issue refunds via checks. If not a check, then any other type of refund is acceptable. I suggest that your company save itself time and money by helping me out because I will start a lawsuit and this $183 will be minimal in comparison to what a Judge will award a hardworking single parent who had an awful stay at a hotel and they will penalize the company who mistreated and disrespected her. Someone at this company must have some type of compassion and care, although I have yet to see it.

Business Response:

Hotel response to guest regarding complaint #********

Good Day Ms. **** –

I’m in review of all of your correspondence with us and the BBB. On behalf of the executive leadership team here at the hotel please accept our sincerest apology for the many challenges that have been presented. We certainly understand your frustrations and want to do what we can immediately to turn this around. I’m in receipt of information that a dispute was filed with your credit card and ********* is unable to process a refund. Please be advised that in order for the refund to be processed the dispute would need to be released with your bank. We will then work with your bank and ********* in order to process the refund for your pervious stay.

Chandra W*****, Guest Relations Manager has been copied on this correspondence and will anticipate your reply with the release for further action on the refund. Again, we sincerely apologize.

Kind Regards,

7/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used a reservation number provided online to make a reservation at this hotel in early March. I neglected to write down the confirmation number I was given. Big mistake. When I arrived at the hotel on the date of my reservation (03/28/15) the front desk told me that neither my name nor my reservation where anywhere in their computers and that since I had no confirmation number and there was no vacancy I was essentially out of luck, thanks bye. Despite the massive inconvenience (I was over an hour late to a function I would have easily arrived early to) and general distress this event caused me alone it was not enough to compel me to file this complaint. On 06/09/15 when checking my bank account I noticed that on 06/01/15 Marriott had charged me $220. I thought it strange that my name wasn't in their computers but my credit card information was. After waiting on hold for over 15 minutes I was connected with a women who was very helpful and after I cleared up the ironic misconception that I had no-showed on my reservation she assured me I would receive a refund in 3-5 business days. 10 days later on 06/19/15 I still had not been refunded so I called Marriott again. After spending another annoyingly long amount of time on the phone I was connected to a women who told me that she would forward my refund request and that "Somebody might look at it today." If somebody did look at it I was told I would be refunded in 3-5 business days. I told her that this was unacceptable and that I was disinclined to believe her since I had been fed that line 10 days earlier. I told her that I was sick of being dragged along and wanted the money that had been essentially stolen from me to be returned immediately. She hung up. About an hour later I received a call from a man claiming to represent Marriott who told me that he would get "his team of accountants" on my refund request immediately. It is now 06/23/15 and I still have not received my refund. Product_Or_Service: Hotel Lodging

Desired Settlement: DesiredSettlementID: Refund It should be a given that the money that was illegally taken (i.e. taken for a service that was not rendered) should be returned to me promptly but I filed this complaint with the hope of reminding this hotel chain that it's really quite screwed up to do this to someone and that to us little people having to live without 220 dollars you planned on having for 3 weeks is potentially problematic. It's fortunate I don't have people depending on me to provide for them. Wh

Business Response:

Dear BBB,

Guest has been refunded and notified by the hotel.  Case closed

Diane K***

Corporate Liaison

Mr. Marriott's Office

 

7/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The Marriott.com website advertises a "Look No Further" guarantee to encourage customers to book hotel rooms through Marriott.com rather than other channels (*********, *******, **********, etc.), guaranteeing that they will refund the difference and offer a 25% discount if a customer finds the same room available at a lower price elsewhere. For an upcoming trip to Calgary, I selected a room at the Delta Bow Valley hotel, a relatively new addition to the Marriott Chain, for $289 Canadian per night. Before I pressed the button to book the room, I tried to look at the additional information regarding the guarantee by pressing the link for "Details and participating locations." This link did not take me to information about the "Look No Further" guarantee, but instead directed me to a page about WiFi service in Marriott hotels. I decided to make the reservation anyway, thinking that as a long time Gold level Marriott customer, that they would accommodate me if I found a lower price. Shortly afterwards, I found the same hotel room advertised on ********** for $234 Canadian per night. I called the Marriott customer service number, and they told me that to be able to make a claim under the "Look No Further" guarantee, I was required to have confirmed bookings with both website, and then to contact a separate number for "Look No Further." I booked the room at **********, on the advice of the Marriott customer service representative, then contacted the 1-800 number of the "Look No Further" guarantee. The representative on that line told me that Delta hotels were not included in the "Look No Further" guarantee. I expressed dissatisfaction, as the website had not indicated this - in fact, advertised the Look No Further guarantee on the same page where I booked the Delta room - and when I tried to look for details couldn't find them but was directed to a page about WiFi. So I filed a complaint, and received a reply this morning saying they wouldn't honour the guarantee as it does not cover Delta brand hotels. To me this is unacceptable, as the reason I made the reservation was because of the misleading information on Marriott's website. Had it indicated that Deltas weren't covered, I wouldn't have booked it.

Desired Settlement: I would like the difference in prices to be refunded plus the 25% discount, as promised by the Look No Further guarantee. Failing that, if I cancel my Marriott.com reservation and then keep the ********** reservation for the same hotel, I would like Marriott to allow me to collect the Marriott Rewards points for my stay. I would also like Marriott's website to be repaired so that advertisements for hotels that do not have the Look No Further guarantee would clearly indicate that.

Business Response:

Good afternoon Mr. *******,

 

We received your letter of concerns regarding our “Look no Further” policy.

I understand you had received a letter from Mr. Paul C******* on July 04th regarding The Delta Hotels non participation at this time.

 

I am sorry I as well will have to deny your claim. I have copied below from our web site the terms and conditions that come at the same time it advises of the “Look no Further. I have hi-lighted in yellow to bring it better to your attention.

 

I do apologize for the misunderstanding, but the terms and conditions are very visible when checking the Look no Further Policy.

 

I thank you for the time for writing Marriott and the Better Business Bureau.

 

Kindest regards,

 

 

Mary Ann K****

Corporate Liaison

Mr. J.W.Marriott

Mr. Arne S*******

###-###-####

 

 

 

From: Marriott Look No Further
Sent: Saturday, July 4, 2015 8:51 PM
To: **** *******
Subject: RE: CLAIM FORM: Look No Further (SM) Guarantee - Confirmation Number: ******** [T2***********************]

Dear **** *******:

Thank you for your additional inquiry regarding Marriott's Look No Further(SM) Best Rate Guarantee for the Delta Hotel at Bow Valley:

We regret that the outcome of your claim submission was not what you anticipated. We apologize that we were unable to approve your recent claim for Marriott's Look No Further(SM) Best Rate Guarantee.

We apologize that the link you used on Marriott.com rates page took you to “WiFi" information and not the Look No Further(SM) Best Rate Guarantee page.

The previous agent provided the complete terms and conditions of Marriott's Look No Further(SM) Best Rate Guarantee link:

http://www.marriott.com**********************

The first condition states:
1.The Best Rate Guarantee does not apply to the following: Delta Hotels, Protea Hotels®, Ritz-Carlton Montreal, The Ritz London, and Hotel Ritz Madrid.

Additionally, the Terms and Conditions of the Marriott Rewards program does not allow for room nights or Marriott Rewards points to be given when the member reserves through a third party booking source because the room is paid for by the third party and not the member.

We appreciate your additional inquiry and look forward to serving you in the future.

Thank you for choosing Marriott.

Regards,
Paul C*******
Marriott Customer Care

 

Book Right™

Marriott.com's Hotel Booking Bill of Rights

When booking a hotel online you are entitled to the best so we have created your hotel booking bill of rights. Rights that ensure you’re treated like a person, not a commodity. Rights you get — but only when you book directly with Marriott.

You have the right to:

·         get the best rate available when you book with our Look No Further® Best Rate Guarantee

·         pay when you stay, and not a moment before

·         set personal preferences and make your stay more comfortable

·         change your reservation with ease

·        

·        

·        

·        

·         earn Marriott Rewards® or Ritz-Carlton Rewards® points when you stay


Terms and Conditions

BEST RATE GUARANTEE

Find a lower rate and we’ll match it and give you a 25% discount, subject to the following terms and conditions:

·        

1.     The Best Rate Guarantee does not apply to the following: Delta Hotels, Protea Hotels®, Ritz-Carlton Montreal, The Ritz London, Hotel Ritz Madrid and Ritz-Carlton Residences.

2.     One reservation must be made through any Marriott reservation channel (meaning our worldwide reservations centers, a Marriott hotel or an official Marriott website) for one of the following brands: JW Marriott®, Renaissance® Hotels, Autograph Collection® Hotels, Marriott Hotels®, Marriott Vacation Club®, Marriott Executive Apartments®, Gaylord Hotels®, AC Hotels by Marriott®, Courtyard®, Residence Inn®, SpringHill Suites®, Fairfield Inn & Suites® , TownePlace Suites®, Moxy Hotels®, Atlantis, The Ritz-Carlton®, BVLGARI® and EDITION®.

3.     The guarantee does not apply to the following rate types:

·         Rates that are not publicly available, such as negotiated corporate or group rates.

·         Qualified discount rates including but not limited to Government/Military, Marriott Senior Rate, and rates made available exclusively to Rewards Members and other loyalty programs maintained by Marriott hotels.

·         Rates that require a paid membership in a club or other organization, approved by Marriott for the discounted rates, such as AAA.

·         Package rates that include the room and other components such as travel, car rental, entertainment, and/or non-breakfast meals.

·         Package or group add-on rates that extend the length of a stay.

·         Rates negotiated for stays extending beyond 30 nights.

·         Rates that are available on auction Web sites

·         Rates available on Web sites, such as ********* and Hotwire, that do not disclose the hotel brand until the reservation is completed.

·         Pre-paid rates that involve a voucher or other form of pre-paid certificate (including electronic vouchers and certificates) for a hotel stay outside the United States and Canada.

 

7/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This could be categorized as a monetary complaint, as well as customer service. I stayed at the Renaissance Midtown hotel the weekend of June 20th. Everything about the stay was perfectly fine. Upon leaving, I realized I had left a hair straightener in the bathroom on the shelf. I called immediately. The first person I spoke to said he would check lost and found and call me back. He is to date, THE ONLY PERSON, who actually went through with that call back. He couldn't find it, but said he was going to check other places. Two days later, I called again...I spoke to Toni. She said the housekeeper that cleaned my room was off until Friday of that week and they didn't want me to have to wait until then, so she was going to contact her supervisor. She told me that if they couldn't find the item, they usually go ahead with a reimbursement. I had to call Toni back two times after this...because she never followed through with calling me back. On Friday the 26th, I called again. The loss prevention rep that I talked to this day told me there was nothing they could do, and asked if I would like to file a claim and have someone from Marriott call me. So I did. I received a call from a Plano, TX number on Monday and the rep explained that there is nothing they can do. So what I ask, is the reason to even file the claim? I tell her that someone at the hotel directly told me that they normally reimburse for things like this. She says she will check into this and call me back. 5 days later, no call back. The problem with the Plano, TX number is that when you call it...nobody answers. EVER. Obviously, Marriott's plan is to give you the run around long enough that you will eventually give up.I know EXACTLY where I left my item in the room. I called immediately. The item did not leave the room on it's own. So, I think we all know what happened to it. Why is there nothing they can do to help me? Product_Or_Service: hotel stay

Desired Settlement: DesiredSettlementID: Replacement At the least, my item should be replaced or the amount of the item reimbursed. All the time I have spent trying to contact these people and resolve the issue will never be able to be replaced, but I want my item replaced.And for the record, I spend at least 50 nights a year in Marriott properties. Never would have expected this from them. Callous disregard for customer satisfaction.

Business Response:

Dear ***** *******,

 

Thank you for contacting the Better Business Bureau regarding interactions with several individuals when you reported leaving your hair straightener in your room at the Renaissance Midtown Downtown Hotel. Your concerns have been referred to me for a response. 

I am very sorry for the frustration this has caused and appreciate the opportunity to respond.  I understand that you have been contacted by Amelia Seneviratne at the Renaissance Atlanta Downtown Midtown property and that it was agreed to refund the price of your stay at the property.


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, Mr. Marriott's Office
Phone: ###-###-#### 
Email:
****************@marriott.com

Consumer Response:
Better Business Bureau:
Samuel W*****, a manager at this property, called me as soon as he found out there was an issue and rectified the situation by replacing my item. Thank you so much to him! 

Regards,

****** *******

7/15/2015 Problems with Product/Service
7/11/2015 Problems with Product/Service | Complaint Details Unavailable
7/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At the Atlanta Midtown/Georgia Tech, **** ******** *****, Atlanta, GA 30318 on 6 July, several customer service issues occurred that are significantly below the quality expected of a Marriott hotel. Specifically, (1) the bathroom sink was nearly completely clogged failing to drain; (2) the toilet did not sit square on the floor and rocked back and forth - even touching the wall; (3) only two wash cloths were provided in the room even though the room had four bath towels and the hotel knew we had three people checking into the room; (4) when asked about coffee service, the hotel receptionist/associate said that "... only in room drip coffee was available" - however, only one paper cup was provided in the room. My family is here in Atlanta for my daughter's orientation to Georgia Tech and chose this Marriott due to being a loyal customer for a long time. For the price per night of this hotel, this quality of service is significantly below average and certainly below expectations. Product_Or_Service: Hotel Room Order_Number: Confirmation #****** Account_Number: Silver Elite #******

Desired Settlement: DesiredSettlementID: Billing Adjustment Due to the issues described above, I am formally requesting that $199.00 (one night's rate) be refunded to me for compensation.

Business Response:

The Hotel contacted the guest on 7/7/2015 and extended apologies for the difficulties encountered.  The hotel also refunded $199 to the guest as he had requested.

Joseph * R**** **., Corporate Liasion, Mr. Marriott's Office, ###-###-####

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  While the clogged sink, loose/rocking toilet, lack of towels, and lack of coffee condiments are far below the standards expected of a Marriott at this daily rate price point, the response to my complaint was timely and sufficient.

Regards,

***** * ******* *** ***

**** *******  ***

7/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We stayed at the Marriott Vacation Club Villas 1 in Palm Desert, CA between April 15-17, 2015. On the morning of April 17th I telephoned the front desk and requested a late check out. The young man I spoke with granted my request. My daughter, ****** ******* (age 20) and her college roommate, ******** ***** (age 20) both witnessed my phone conversation and agreement to my request for a late check out. On April 21, 2015 I received the itemized charges billed to my ***** ***** bank account. Upon reviewing the billing I noticed an unapproved $150.00 1/2 day room charge and a $13.50 room tax totaling $163.50 in extra charges. I immediately telephoned the resort and they acknowledged that there is no policy pertaining to half-day room charges. I was never made aware of these potential charges and I firmly believe this is a scam to collect unauthorized additional revenue. Ms. K***** the front desk manager at the resort admitted that I was never notified nor was there a written policy regarding 1/2 day room charges and further indicated that the room in question was occupied that date resulting in no lost revenue for the resort. The resort refused my request for a credit to my account. This business is a time-share operation wherein the investors/owners clearly benefit when additional revenue is generated. As a result this time of unfair business practice needs to be addressed and stopped.Product_Or_Service: Hotel room reservation

Desired Settlement: DesiredSettlementID: Other (requires explanation) DesiredSettlementID: Other (requires explanation)The Marriott Vacation Club, Villas 1, located in Palm Desert needs to acknowledge and change this unfair business practice and develop a written policy.....which is provided to all guests that stay at this time-share resort. Also the resort needs to fully refund the $163.50 in unapproved and concealed charges to my ***** ***** account.

Business Response:

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********

Sr. Advocacy Manager

Executive Office

###-###-####

 

7/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dates of stay, check in April 30 check out 3 May. Room *****: *** * and ****** * ***** (* ****)Room *****: *** * and ********** ***** (** ****)Rooms were reserved and paid for by *** * ***** using ** ****. Room ***** charges for *** * and ****** * ***** in the amount of $381.73 were first charged to *** * ***** ** ****. I contacted the hotel's service center and had ** **** refunded and the charge made to * ****. this occurred on May 11th.On June 4, *** * ***** was rebilled on ** **** for $381.73I have been unsuccessful dealing with the service center for Gaylord Opryland getting this resolved.

Desired Settlement: DesiredSettlementID: Billing Adjustment Refund *** * ***** ** **** in the amount of $381.73 and a letter of apology for this incompetence.

Business Response:

Letter of response from the hotel sent regarding complaint #********

Good afternoon ******,

My name is Courtney W******* and I am the Customer Care Specialist at Gaylord Opryland. I heard of your discrepancies with the changes of your payments from your stay and I am truly sorry for the difficulties you have faced with the ********** being charged again when you switched your payment to your **** card. I can understand your frustration with this and I hope this will be of help to you.

I reached out to my Accounting department on property about the ********** being rebilled on June 4th and they have informed me with the following: Gaylord Opryland charged the ********** on May 5th of $381.73 and then credited the card back on May 12th for the same amount. We then reached out to your credit card company stating that the amount listed previously was refunded back through our system to the **********. My Accounting department then received the reversal from the same credit card company on June 1st for the **** card ending in #, leaving no effect to the ********** ending in # for the amount of $381.73.

So in our system, it is showing we only have the charge to the **** card ending in # for the total of $381.73 and do not have any other entries besides the reversal charge on the **********.

Please reach out to me if you have any further questions.

Thank you,

Courtney W******* | Customer Care Specialist

Gaylord Opryland Resort and Convention Center
2800 Opryland Drive, Nashville, TN 37214

7/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I checked into TownePlace Suites in Buffalo, NY on May 31st. On Monday morning, I woke up with over 75 bed bug bites on my legs and feet. I immediately reported it to the front desk who told me they would tell the manager. I waited all day and recieved no follow up. I had to contact corporate via ******** to hear from management. The next day I went to an urgent care center because the bites were so bad where the doctor confirmed bed bug bites and I have medical documentation from the doctor. I was put on prednisone 20mg three times daily they were so bad. I then had an allergic reaction to the medication and ended up in the emergency room because of it. On top of that medical expense, I also had to throw out all of my belongings that I brought with me because of the bed bugs in order to not bring them into my home. I also had to endure dealing with so many bed bug bites on my body which was extremely uncomfortable. I reached out to management and all I asked for was reimbursement for the items I had to throw out and payment for my emergency room visit. I was told no because they felt like they did enough by not charging me for my room. I was on business so they didn't charge my company, not me. When I pointed this out to them, they stated the manager bought me dinner one night so they felt like they have done enough. They also stated the room tested negative for bed bugs, however I have the bites and medical documentation to prove otherwise.

Desired Settlement: I would like reimbursement for my charge for my emergency room visit as well as compensation for all of the items I had to throw out due to the bed bug infestation which was all of my clothing and my suitcase.

Business Response:

-Dear BBB,

 

Room was tested for bed bugs and test was returned as negative.  No other guest who have stayed in the room bore or after have complained. See attachments for pest report. The hotel was nice enough to refund her stay, paid for the cost of her Urgent Care visit and was given dinner complimentary.  The hotel offered to dry clean her clothes and treat her luggage as a goodwill gesture and guest refused.  Guest issue has been turned over to ********* insurance company by the hotel and assigned an adjuster and the insurance company will be deciding further compensation.

 

Diane K***
Corporate Liaison
Mr. Marriott’s Office

6/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Booked a stay at Fairfield Inn New Buffalo Mi using the Marriott Website with a "look no further guarantee" !! I booked June 21st on the Marriott site and FOUND a lower rate by .96... This is a lower rate right? I filled out the "Look no further " claim dispute form and was denied!! This is FALSE advertising! Marriott should not advertise such a claim and not support the guest service!! Regards,**** ******** **** Product_Or_Service: Hotel stay

Desired Settlement: DesiredSettlementID: Billing Adjustment Per The Marriott Website ... I would like the " look no further guarantee" As listed homered.

Business Response: -Mr. Marriott's Office Reviewed the documentation and found when going to *********.com the rate mirrored what was booked on Marriott.com.

-*********.com shows only whole rates on the main page and when you go into their site to pick your room you see the rate in full.
-Below is the email sent to the guest:
-----------------------------------------------------------------------------
June 17, 2015

******** ****
***** **** **** ******
Plainfield, IL  *****

Via Email:  ***********@*****.com

Dear *** ****:

Thank you for your correspondence with the Better Business Bureau regarding your claim with Marriott’s Look No Further Team. We appreciate your comments and I am pleased to respond.

We remain sorry for the challenges you encountered during this process.  I have researched your claim and found that at the time of validating your claim *********.com was selling rates that mirrored what was booked on Marriott.com.  This is the reason your claim was denied and without Marriott being able to validate the lower rate you viewed we are unable to approve your claim.  I understand that the front page of *********.com may have said $84 per night; however, if you went into the “Choose Room” option you would have seen that the rate mirrored Marriott.com.  As *********.com does not list the change on their front page on the whole dollars you must continue to see the rate in full.

For future reference, below is the web link to the Terms & Conditions of Marriott's Look No Further(SM) Best Rate Guarantee:

https://www.marriott.com/hotel-prices/travel.mi

*** ****, we value your business and your continuing patronage is very important to us.  We look forward to welcoming you for many years to come in the time honored tradition of Marriott hospitality.

Sincerely,

 Kim P*******

 

Kim P*******

Corporate Liaison

Mr. Marriott Office of Consumer Affairs 

6/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On May 9th I stayed at one of your Hotels, the Marriott Courtyard ********** in Kansas City MO. 3 days after my stay I received a new bill with an additional 150.00 on it, no explanation just the addition of $150 dollar charge. It has now been 8 days and I have yet been able to reach a person who can explain this charge to me. I have called at various times. I have left a voicemail with the assistant GM. I have sent an email directly to that location. I have emailed the customer service contact number for issues from the Marriott website. I just want to know what this charge is. I am disputing it as we did NOT use anything worth $150 and were hardly in the room, however, I can not even dispute it as there is NO explanation as to what it is and no one to discuss it with or who has the ability to explain it to me.

Desired Settlement: Refund my $150. You can't just charge someone with zero details as to what the charge is for and then make the customer hunt you down to explain it and then still provide zero explanation. Thankyou

Business Response:

We have been unable to contact the guest via telephone so we have reached out to her via email.  The $150 charge is for cleaning, disinfecting and extracting moisture from the mattress in her guestroom.  The charge also helps offset the revenue loss that occurs due to the amount of time the room is out of order and cannot be resold.  We have offered to refund 50% of the fee as a gesture of goodwill and await a response from the guest.

 

-        Sara T********, Corporate Liaison, Mr. Marriott’s Office of Consumer Affairs

 

 

6/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I confirmed a room reservation online. When I checked in I was given no rate sheet to sign. When I checked out the room rate was almost three times higher then I confirmed. I questioned this and was told the promotional rate is only good once a year at the same property, and I had used the rate the week prior. I was never advised at check in that my rate would be different from what I was confirmed at. The hotel refuses to honor the rate confirmed. I feel this is a dishonest business practice. If I had been advised of the rate difference I would have canceled and booked elsewhere.

Desired Settlement: DesiredSettlementID: Refund I would like to be refunded the difference in room rate of $60.00

Business Response:

Travel agents who complete Marriott’s Hotel Excellence program are issued personalized certificates which entitle them to a Fam-Tastic® rate from $44 to $239 per night at participating locations.  They are limited to one room per agent for a maximum of four consecutive nights and the Fam-Tastic®   certificates must be surrendered at check in.  Agents are allowed up to seven stays per year, but only one stay per participating hotel per calendar year.  Guests who do not present a certificate at check in are provided the next best available rate.

 

This travel agent arrived at the hotel on April 12, 2015 and stayed one night at the Fam-Tastic® rate of $44.  During her stay she asked for her certificate back so she could return and stay on 4/18/2015.  The hotel declined her request to return the certificate and explained she could only use one certificate per hotel per year, for up to four consecutive nights.  The travel agent returned to the property again on April 18, 2015.  Since she had already redeemed her certificate, her rate was changed from $44 to $130 per night, plus tax.  She spoke with the hotel’s Front Office Manager at check out and received a reduction of $20 per night as a gesture of goodwill.

 

As the travel agent has been a Marriott Hotel Sales Specialist graduate since 2001, we are confident she is familiar with the terms and conditions of the program.  For this reason, we remain unable to comply with her request for an additional refund.

 

-        Sara T********, Corporate Liaison, Mr. Marriott’s Office

6/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For the past years, my husband and I have been loyal Marriott customers. This past year, I decided to open up my own account and use a Marriott ****. We are an active duty military family stationed overseas. I received a certificate I have been unable to use (******) and asked Marriott via email on May 28 to extend it. The email was answered today - not within the promised 24 hours. The request was declined and no alternative was offered. I called Marriott and spoke to a very kind, young gentleman. He tried very hard to help and even provided me with a warm transfer to a female rep who provided me with the worst Marriott service I have ever encountered. She interrupted me in mid-sentence several times and told me that a certificate issued cannot be extended by a year, even though the previous rep just told me so. She also added that nobody is able to assist me with an extension. I would have to contact Marriott on Monday. Yet, just a few minutes ago, the same department that may extend it, sent me an email. Even though Chase may decline the request for an extension, Marriott could issue a certificate manually. There are always ways and means, but I probably do not qualify for such service due to the small amount I spent at Marriott and with our Marriott ****. This is a unique situation. We are unable to transfer the certificate. Due to our location we are unable to use it at the moment. The one chance we had to use it was in January when my father-in-law died in the States, the only Marriott - a ********* * ** ***** ***** ** was a cat 5 due to an attached water park. At this point, I am disappointed by Marriott and strongly consider becoming a former Silver Elite member and no longer choosing Marriott in the future. Marriott should not employ reps like the one I just spoke to, as she does not have the right attitude. I did not do anything that may cause her to act like this. I certainly hope the call was recorded, so it can be used for training purposes - for your hiring reps, so they know who not to hire. You cannot train attitude nor personality.

Desired Settlement: Two desired outcomes: - One of the following: Extension of certificate, issue of new certificate or adding the points of a cat 4 hotel stay to my account - Reprimand and training to be given to the female employee I just spoke to (sounded like a middle-aged smoker)

Business Response:

Dear Katrin G******,

 

Thank you for contacting the Better Business Bureau regarding extending your *** *********** earned for using your Marriott Rewards Chase ****. Your concerns have been referred to me for a response.

I 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 months. A *** *********** had been extended in March of 2014 which is considered a one-time exception. We only make this exception on a one-time basis; however, your situation is unique and we will extend the certificate on additional time. The *** *********** is good until June 6, 2016. 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 involved. Our 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, *** ********** ****** ****** ***** ********  ****** *****************************

 

Consumer Response: [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:

The response from Marriott has resolved this matter.  I am very thankful for the quick response, a response that proves that Marriott does provide excellent service and is a customer-oriented business.
The incident I had with the phone rep was hopefully just an isolated incident.

Thank you!

Regards,

****** *******

6/11/2015 Problems with Product/Service
6/11/2015 Problems with Product/Service
6/9/2015 Problems with Product/Service
6/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Today, for the first time since I became a customer, I had to call customer service about a complaint that occurred during a recent stay at a Marriott Hotel. This concerned Tax Exemption that was not applied to my reservation. Unfortunately the phone conversation lasted more than one whole hour. One of the issues was that one Marriott rep tried to connect me to another one and the line dropped at least 3 times. I was also put on hold for more than 15 minutes at a time. As far as I know the issue has still not been resolved, because I have not seen any tax refunds on my account.

Desired Settlement: I would like the tax for this particular stay to be credited to my account (RESERVATION CONFIRMATION: ********). I would also like to see Marriott make a good gesture by compensating me for all that time spent on the phone trying to get my complaint resolved. Thank you.

Business Response:

From: ********* ********** [mailto:*******@*******] 
Sent: Monday, May 04, 2015 4:44 PM
To: ***** *********
Subject: Re: Hotel Stay

** *********,

Thank you for emailing me and resolving the issue.
I called ahead before making the reservation and I was told to go ahead and book the stay through Marriott. The certificate would be applied at checking. As you correctly mention I did use the *** rate.
At checking I was told to wait for checkout. At checkout the front desk made photocopies of all the documents (certificate and tax exemption). She then went to the back office to deliberate and told me the manager would call the main office and call me back within 2 days.
I did leave my phone nr on all the documents.
Today was my second call to the front desk, asking about the status and why I did not get a callback.

I am happy the issue is now resolved. I would have liked not having to call customer service as it was my first complaint about a Marriott stay.

Best regards,
********* ***********

Op 4 mei 2015, om 18:26 heeft ***** ********* <******@in*****************.com> *** ******** **********:

Good day *** **********,
I am so sorry to hear about the problems you are experiencing with the tax exempt. I will go ahead and take care of the taxes for you. As for me not calling your back I never received a voice mail from you asking to return your call. Did you happen to just ask the front desk to have me call you?  I did noticed that when you made your reservation you neglected to make your reservation using your Certificate and booked the *** rate I went ahead and applied your one night  certificate for your stay. If you need anything please feel free to contact me.

randy r*******
General Manager
******@*******************.com
o: ###-###-#### f: ###-###-####
********** ****** *********
**** **** ****** ** Lancaster, CA  *****

Consumer Response: [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: ********

I am rejecting this response because:

I do not see the attached business response. Could you please send it again?

Thank you.








Business Response: Below is both the email from the hotel to the guest and the reply from the guest to the hotel:

----------------------------------------------------------------------------------
Op 4 mei 2015, om 18:26 ***** ***** ********* <******@*******************.com> *** ******** ***********

Good day *** **********,
I am so sorry to hear about the problems you are experiencing with the tax exempt. I will go ahead and take care of the taxes for you. As for me not calling your back I never received a voice mail from you asking to return your call. Did you happen to just ask the front desk to have me call you?  I did noticed that when you made your reservation you neglected to make your reservation using your Certificate and booked the *** rate I went ahead and applied your one night  certificate for your stay. If you need anything please feel free to contact me.

randy r*******
General Manager
******@*******************.com
o: ###-###-#### f: ###-###-####
********** ****** *********
**** **** ****** ** Lancaster, CA  ***** ::: 
----------------------------------------------------------------------------------
From: ********* ********** *mailto:*******@*******] 
Sent: Monday, May 04, 2015 4:44 PM
To: ***** *********
Subject: Re: Hotel Stay

** *********,

Thank you for emailing me and resolving the issue.
I called ahead before making the reservation and I was told to go ahead and book the stay through Marriott. The certificate would be applied at checking. As you correctly mention I did use the *** rate.
At checking I was told to wait for checkout. At checkout the front desk made photocopies of all the documents (certificate and tax exemption). She then went to the back office to deliberate and told me the manager would call the main office and call me back within 2 days.
I did leave my phone nr on all the documents.
Today was my second call to the front desk, asking about the status and why I did not get a callback.

I am happy the issue is now resolved. I would have liked not having to call customer service as it was my first complaint about a Marriott stay.

Best regards,
********* ***********

Consumer Response: [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: ********

The Hotel did refund the tax as promised. I am thankful that that issue is resolved.

I am however rejecting this response because:
Marriott customer care is not proposing a compensation for the time I had to spend to get this issue resolved (multiple phone calls + a call longer than a hour, where customer service was performing extremely poorly).

Regards,

********* **********

5/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The reason for this complaint is to place everyone on notice about an experience I had at the Marriott Marquis Hotel located on ************* *** in Washington, DC. I stayed at this property from March 26, 2015 - March 29, 2015. I had an okay experience other than all the soda machines being broken and me required to pay an extra $2.00 in order to make a purchase through the gift shop (silly sales tactics). Upon checking out the hotel on March 29, 2015 and getting into my taxi on the way to the airport, I discovered an additional charge on my statement. When I went back to the hotel to question the charge, I learned it was from a bar tab. Now Im livid because I didnt purchase anything from the bar and Im curious to know how many other people get random charges billed to their room and it goes unnoticed. I am strongly questioning the integrity of this nice hotel. I waited an additional 10-15 minutes for the customer service agent to come back and say they didnt have the receipt and would be removing the charge. I then asked to escalate the matter to another manager in hopes of having this issue investigated further because I strongly feel I was taking advantage of.

Desired Settlement: An apology letter from the staff and one night free stay.

Business Response:

Hello,

Ms. Carolyn S***, Assistant Front Office Manager, contacted *** ******* ****** today

The hotel is going to take off one night ($169) from *** ******'s billed.

*** ****** accepted.

thank you,

Line K*****

 

5/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I booked a vacation through ***********************. At the bottom of the website, it shows it's powered by Marriott International, Inc. Also, the Marriott logo is displayed all over the website. I consider myself a reasonable consumer and thought I was booking through Marriott. Unfortunately, this was not the case. I was mislead by the website. As a result, I booked my vacation through a third-party company (********** *******) which is partnered with Marriott. This fact was not conspicuously displayed on the home page of the website. One must navigate to the FAQ to learn this. At the time of booking, I was charged the full amount for the vacation package. After checking out of the hotel, my credit card was billed again for the total amount of the stay by the hotel. I contacted Marriott International and was told I need to contact the hotel directly to resolve the issue. The hotel indicated that they do not have record of my prepayment through ***********************. I called Marriott International subsequently to relay this information and was deferred to ********** ******* to solve this issue. I contacted ********** and they indicated they would resolve the issue the following day by contacting the hotel. However, they did not resolve the issue as the unauthorized charge is still on my credit card. The original charge by ********** was authorized. However, the charge by the hotel was not due to my prepayment at time of booking through vacationsbymarriot.com. As a result, this issue is being filed against Marriott. I was unable to locate the specific hotel on the BBB which is why this complaint is being filed against the Marriott Corporation.

Desired Settlement: The unauthorized charge by the Marriott hotel where I stayed needs to be removed from my credit card immediately and I need to be compensated for the time and effort spent attempting to resolve this issue.

Business Response:

The hotel refunded the guest on April 30, 2015.  I have spoken with the guest and apologized for the duplicate charge.  I also added 5,000 points to his Marriott Rewards account for his inconvenience.

-        Sara T********, Corporate Liaison, Mr. Marriott’s Office of Consumer Affairs

 

Consumer Response: [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 ********, and find that this resolution is satisfactory to me. 

Regards,

**** ******

5/5/2015 Delivery Issues
4/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The complaint arises from my last stay at the Marriott City Center in Macon on *** ******** *****. I stayed there from March 5th through the 7th, 2015. I stayed in room 410. I was there for a large conference and had a great stay with the exception of what happened after my stay. I left a pair of slacks that I needed for work in the drawer of the desk. On the evening of the 7th, before I went to my banquet in the convention center, I informed the front desk attendant that I left my pants in the drawer and asked to speak to a manager. I was told that a manager was not available and that they would speak with housekeeping about it. After 3 hours in the banquet I returned to check on the status of my pants and was told that they had not gotten around to searching for my pants yet. I informed the attendant that I did not live in Macon and that I had to drive back to my residence. At that time she asked for my name and information and that the hotel management would call me. After two weeks and no call back I called the hotel and finally spoke with management. They were helpful and had security call me back. Security informed me that they would look for the item and call me back. I received no call back. I then drove down to the hotel to resolve the issue while I was in the Macon area for another meeting on March 28th. This time I was asked to waith for a manager to speak with me regarding the situation. i waited 20 minutes and no manager appeared. Once again I left my number with the same woman that I left my information with 1 month before. After 1 more week and no call I am filing my complaint. Product_Or_Service: Hotel Stay

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to speak with the hotel manager regarding their treatment of guests. I am arewards member and refuse to ever stay at this Marriott property again. Also, I am on the planning committee for our conferences there and I have already informed them of how I was treated. I will accept a resolution offered by Marriott management.

Business Response:

Response to guest on April 16, 2015, complaint ********.

I have talked with the guest this morning. He had been contacted by my FO manager and given points on his account prior to my call to him yesterday. He is completely satisfied and is planning a return trip to our hotel in the future.  5,000 Marriott Rewards points added to guest account.

Mark B******, General Manager

 

 

Consumer Response: [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 ********, and find that this resolution is satisfactory to me. 

Regards,

******* * ******

4/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Booked at incorrect location when informed of the mistake they would not book at the location where the contract was agreed upon. We toured the ******* ***** **** on 6/3/2013 as part of a sales presentation by Shawn H***** about Marriott Vacation Club ownership. In the end we declined to become timeshare owners at the time but we were given an opportunity to return to the Waiohai resort within the next 2 years by Catherine G***. We had not stayed at this resort and we were interested in returning and the rate they offered was competitive. We agreed to book our vacation within 2 years from the date of purchase for 7 nights at the Waiohai Resort for the total purchase price of $2,595. I called last July to book our stay for the dates of May 23rd to May 30th and I was told over the phone it would be no problem booking at this resort for these dates. I received a call from Marriott last week and was given the information again confirming our stay and was given a confirmation e-mail on March 31st. When I got the confirmation e-mail I realized that they had booked us at the incorrect resort. I immediately contacted them and requested to be booked at the correct resort and was told they would request to free up a room as they did not have any vacation rooms available, although they did have rooms available as part of the Marriott hotel program. They declined to free up one of the rooms for us at which time (4/3) the supervisor stated they would give us a refund for the full amount and it would take a couple of days to process. Since we were told we would be given a refund, I booked a room at the same location for the cash rate. Even though this rate was substantially higher than the amount we had agreed upon 2 years ago we still really wanted to stay at this property. When I contacted them today (4/7) I was informed our refund was declined despite the fact the mistake was on their side as they booked the incorrect location as agreed on our contract. At this point they are refusing to refund our money or honor the contracted location which was agreed upon. They have not given me any options to try to resolve the situation with their company to either refund the money or book us at the correct location.

Desired Settlement: Full refund of the $2,595 agreed upon price to stay at the Waiohai Resort within 2 years of contract agreement.

Business Response: wd: Marriott Hotel / MArriott Vaction Club
Inbox


BBB of Metro Washington DC
Apr 9 (4 days ago)

to me 
---------- Forwarded message ----------
From: ***** ******** <********************************>
Date: Thu, Apr 9, 2015 at 7:59 AM
Subject: Marriott Hotel / MArriott Vaction Club
To: **************


Good morning,
 
I transferred a case for Marriott Hotels that should not have been transferred. The consumer’s name is provided below. If you would kindly transfer that complaint back to us here under the Marriott Vacation Club file, I would greatly appreciate it. I apologize for any inconvenience this may cause.
 
**********, ********
 
Thank you,
 
***** ********, Consumer Affairs Representative
Better Business Bureau Serving Central Florida
1600 S. Grant Street
Longwood, FL  32750
               
p: 407-621-3300 EXT.314
f: 407-786-2625
********************************
bbb.org Start With Trust®
 
Description: SME_facebook.jpgDescription: SME_twitter.jpg

Business Response:

We apologize for all the confusion regarding the locations and the frustration Mr. ********** has faced. We can confirm that the resort has issued a full refund to Mr. ********** and he should expect to see the monies back in his account in up to 10 business days. We apologize for any inconvenience this has caused and we hope that the ********** family will consider staying with us again in the future and hopefully exploring our program offerings.

Consumer Response: [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 ********, and find that this resolution is satisfactory to me. 

Regards,

******** **********

4/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 2/25/15, me and my daughter checked into the Fairfield Inn Marriott in Columbia, TN (**** ******* ****** Columbia, Tennessee 38401). The stay was very unsafe! The bathroom was not as clean as it should have been, but my main concern was me and my family safety. At 2 am we hear someone trying to get in to our room. My daughter screamed who is it? The person on the other side of the door stated, that they had left their room key so open up the door. My daughter said, never you have the wrong room. The person who sounded like a women tried over 10 minutes to get into our room. We called the front desk to come. The night auditor came to see what was going on. Of course, after this incident we could not sleep. Unsure of what was going on, not one of the Marriott's Staff felt it was necessary to check to see if we were safe and ok. When went to check out the GM found it important or/and to mention anything as a matter of fact, we had to mention it. The GM act as though it was nothing. He said, oh, one of our guest she was sleep walking. We requested our money back because we did not get any rest and we paid $110. We were told no, the person was sleep walking; although, none of them were in the medical field. We contacted their corporate office, but were treated rudely. Also, the Marriott discussed me and my daughter's personal information with the GM Darlena from the next door Hampton Inn, including the Marriott's Corporate Office without our permission. Product_Or_Service: hotel room

Desired Settlement: DesiredSettlementID: Other (requires explanation) I requested my refund, but was denied. At this point the Marriott did not find me nor my daughter important enough to make things right. They went out of their way to talk about me and my daughter to the Hampton Inn and their corporate office; when it was the Marriott's guest who tried to get in to our room. We deserve our refund and so much more at this point. I am willing to tell any one and everyone what happened to me and my daughter, to try

Business Response:

I spoke with the guest and apologized for her experience.  Since her daughter is a Marriott Rewards member, I added 10,000 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 $125 for the issues she encountered at the hotel.

-        Sara T********, Corporate Liaison,

Mr. Marriott's Office

4/24/2015 Problems with Product/Service
4/22/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 14 Feb 2015 I placed an order on shopmarriott.com for a mattress pad and mattress from the website. Upon completion of the order I was emailed and told that my complete order would be fulfilled in 3-4 weeks time. At the 3 week mark I called the company #(************) to inquire as to the status of my order. At that time I had received the mattress pad, but there was no information in their system regarding the status of the mattress. Since it was only business week 3 I considered this acceptable to allow the full 3-4 weeks. On Friday of week 4 I contacted the company again to inquire and was told that there was a material shortage and my mattress was on backorder, but would be available the following week and that I would be contacted no later than Friday. On Saturday of week 5 I called the company again and was told that my mattress was not delivered due to a miscommunication with the delivery agent and they did not pick up the mattress. Again, being told that I would contacted no later than Friday of the coming week by the delivery agent and the mattress would be delivered the following week after. Well as you can guess 27 March came and went with no communication from the company. Today, April 1 I contacted the company yet again only to be told my mattress had not yet been picked up by the delivery agent and that it would most likely be 10 April before the company contacted me for delivery. I then asked Sarah(representative) to speak to her supervisor. She refused and said her supervisor was busy and unavailable.

Desired Settlement: At this point I want my mattress DELIVERED as soon as humanly possible and I would like the $340 shipping charge that I already paid to be REFUNDED to my credit card. I will have waited more than double the previously promised time for delivery. I could have walked across the entire state of FL in the eight weeks it will have taken to get my product delivered. Of note.....I am a platinum Marriott member and have been for several years. I expected to be treated much better by a company with whom I have such a loyal and upstanding relationship with for this period of time. If I don't receive word from the company in regard to my inquiry by 08 April I will be filing a fraud complaint with my credit card company. Thank you for your assistance.

Business Response:

***  ******** did receive his bed and a refund for his shipping fee was processed to *** ********’s credit card on April 9, 2015.

Sincerely,

Tina

Customer Service

Shop Marriott

************

Consumer Response: [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 ********, and find that this resolution is satisfactory to me. 

Regards,

****** ********

4/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: my husband and I, plus 400 other people, came to stay at this hotel for a Work Convention that happens once a year every year at this hotel. Our group had 100+ rooms. Our room was a huge disapointment. there were stains on the bed sheets, our room felt like a green house it was so muggy no matter what we did to the thermostat and was extremely uncomfortable. We ate at the steakhouse and we waited for 2 hours for our food, which wasnt cooked correctly and a member of our dinner party cracked his tooth from a rock/bone in his food. The employees were extremely short and rude with every question we asked, and not accommodating at all. But ya know All that was nothing compared to the service we got as we left the hotel. We checked out and retrived our cars from valet and drove 9 hours home. When we got home we then realized that the valet did not get us the set of keys that was with our car key. My husband informed me that he thought I already was given them when they brought the car around to us. But when we turned the car In the Keychain was not removed by us. So in a panic we called the hotel. Expecting ofcourse that they would say they had them. Instead when we called the front desk told us we were wrong, that valet did not have any extra keys, that "they don't know, alot of people work here", and I've never been treated so rudely in my life. Then after waiting on hold for over 15 minutes she hung up on us! When we called back we demanded to speak to a manager, she then transfered us to a voicemail that was full. We called back a 3rd time and we were very upset, and we were hung up on again. We called back 3 more times to no answer. We decided to call from our house line. Surprise, an answer. Which quickly turned into another long hold and hang up. I waited a few minutes to collect ourselves we cause we were so upset. I called back I was transfered to valet where I was told that they do have my keys and they would send them to me regular mail in an envelope. No estimated time for retrieval. Product_Or_Service: hotel stay

Desired Settlement: DesiredSettlementID: Refund I would like to be refunded for my valet and room charges.

Business Response:

Dear ***** *******, my name is Anthony C****** the Director of Operations at The Atlanta  Airport Marriott Hotel. My reason for contacting you is your letter to the Better Business Bureau 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 hotel. We set high standards for ourselves and clearly we did not live up to those or to your high standards. There are no excuses for all the problems you encountered and I am committed to correcting them with my team. I am even more concerned with your description of how your phone calls were handled. This 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 phone. This will certainly help me focus in on who on my team needs additional coaching and training. I 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 $230.79. I will have my accounting department credit this amount back to the credit card we have on file for you. It usually takes 5-7 business days for you to see the credit show up on your account. Please 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 hotel. We appreciate your business and truly hope we have another opportunity to host you again in the future. If 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 so. My 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

4/17/2015 Problems with Product/Service
4/11/2015 Billing/Collection Issues
4/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I booked a room through pipeline and downplayed suites charged me also for 2 nights!

Desired Settlement: Non as of yet

Business Response: The General Manager of the hotel Rachel M******* spoke with *** *******, apologized and advised it was an error by her associate.  They have issued a refund of the additional charges to his account.

4/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As a loyal customer of Marriott Rewards, Marriott Hotels and everything Marriott I am extremely upset at today's events which resulted in much unneeded stress and discomfort and the loss of an otherwise lovely evening in Manhattan. I last stayed at a Marriott hotel on March 25th in **** ********* NY and utilized a free night certificate category 4 which I had received for my loyalty on being a loyal Marriott customer. I was going to use another free night certificate category 5 on March 29th. When I went to use it; reservations couldn't locate such on my account. I was transferred to customer care in the Philippines where after much time on hold; it was confirmed that someone mistakenly took 2 of my certificates (instead of one) and used such for my one night stay in **** *********. I was told it would take 24 hours or more to re-appear on my account. I was transferred to Marriot Rewards in the US but was on hold for 30 minutes. I needed a supervisor to expedite. By this point I was drained by the long wait time and wasted 2 hours of my Friday night on the error made by Marriot. I eventually gave up and eventually the certificate was put back on my profile AFTER much noted incompetence and extremely poor customer service and Marriot employee incompetence.

Desired Settlement: I do not have the time nor inclination to waste on incompetence. Life is too short. I am requesting a free night category 5 certificate be placed on my account to compensate and ameliorate this awful mess.

Business Response:

March 30, 2015

Dear *** *****:

I am responding to complaint #******** to the Better Business Bureau, regarding your recent stay at the Albany **** ********* Residence Inn.

 

Please accept our sincere apologies for the frustration caused due to a misunderstanding when requesting certificates for two separate Marriott hotel stays.  We are pleased to see this was corrected, and the proper certificates were issued.  As a gesture of goodwill, 15,000 Marriott Rewards points have been placed in your account.

 

*** *****, Thank you again for taking the time to write; your comments are valuable to us, and we hope you will allow us the opportunity to continue to serve you.  We appreciate your business and look forward to providing you with the service and accommodations you expect and deserve from Marriott.

 

Sincerely,

 

Marriott Customer Care

Consumer Response: [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 ********, and find that this resolution is satisfactory to me. 

Regards,

****** *****

3/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On March 2, 2015 I drove onto the property of the Marriott World Center to hand-deliver a sale "contract" valued to the buyer at 2.5 million dollars.Upon getting a telephone call from the real estate broker, I pulled to the curb to talk with him about the complexities of the contract prior to deleivering it to the two parties inside the hotel who were awaiting my arrival - the deal was to be completed within the hotel.Whiule conversing with the broker, a non-uniformed man approached and asked in an abrupt fashion the reason for my presence on the property. I responded that I was very busy and had to both talk with the real estate broker and deliver the contract to the buyer and seller waiting patiently within the hotel.At this time the security officer "Narcisco" demanded that I leave the property at the risk of him calling the police!Upon asking the officer the "why?" behind my unlawful eviction from the property I was informed that "I had been rude to him!"Upon attempting to explain the fact that my party was awaiting my contracts arrival I was repeatedly told, forcibly, to leave the property of face the arrival of the police.The security officer refused to acknowledge my legitimate presence upon the the property - he was unprofessional, and heated.I vacated the property, a fact that lead to the loss of the 2.5 million dollar sale and the loss of commission for the real estate broker who was awaiting a hefty commission from the sale of the property. The security guard , Narcisco "illegally" demanded I vacate the property having singled me out from other vehicles around me. The officer did not ask for the quests name, nor listen to anything I had to say - he demanded that I leave the property.This officer subsequently lied about the facts of the incident to his supervisor, a Mr. C****.

Desired Settlement: DesiredSettlementID: Other (requires explanation) The loss of the contract negoiation of 2.5 million dollars, and the loss of the commission due the broker - as well as the loss of my employment delivering contracts to clients, is a substantial loss. My clients depended on the deleivery of the sale contract - a deleivery which did not occur due to a security officer's unprofessional, and illegal demand that I vacate the prooperty.I beleve that the officer, of ******** Decent, may have targeted

Business Response:

Letter of response from the Orlando World Center Resort Marriott in regards to complaint #********.

Dear *** ******,

Your letter to the Better Business Bureau regarding the Orlando World Center was referred to me for a response.

Upon research of the hotel’s security cameras on the date referred to, we were able to confirm that your vehicle was parked in the lane designated for Bus drop off and pick up for approximately 10 minutes before a member of the Hotel Security team arrived to clear all other vehicles from that lane.  The camera footage shows the vehicles approached promptly departing property immediately following without further incident.

*** ******, kindly note that designated no-parking areas at our entrance are for the safety of guests arriving and departing the resort. We do apologize for any confusion or inconvenience the procedures we follow in these areas may have caused you.    

Regards,

Cheryl B*** | At Your Service Manager | Orlando World Center Marriott | Tel: ###-###-#### ************@marriott.com

 

3/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I worked at an event at the Marriott hotel in Burlingame, CA on March 14 and finished work after midnight. When I came down and asked about the parking fees for vendors, I was told it would be $5 for everyone, so I had to pay. When I walked out, I saw the parking exit open for everyone instead. I went back inside and asked the assistant manager named Juhi D**** and she told me the gate was opened for easy access, but everyone would have to pay. I saw no attendant at the gate, so I did not see how the hotel could ensure everyone paid for their parking. I am very upset that the hotel charged random guests and let random guests leave without having to pay for the parking. I felt cheated with this policy. I do not understand why such a company like Marriott could lie to guests and take ill advantage of them like this.

Desired Settlement: Please review your policy to make it consistent to all guests.

Business Response:

From: L*****, Jason
Sent: Thursday, March 19, 2015 9:54 PM
To: Subject: San Francisco Airport Marriott Waterfront

Good Evening **** ******,

Thank you for contacting the Better Business Bureau regarding your visit with us on March 14th here at the San Francisco Airport Marriott Waterfront.  I apologize for your experience.  We provided a negotiated discounted self-parking rate of $5.00 for duration of the event.  Payments were collected from Attendees and Vendors at the Front Desk as well as in the Banquet facilities.  Everything we do here at the San Francisco Airport Marriott is done to enhance the guest experience.  In order to facilitate a speedy egress and avoid any excessive delays at the conclusion of the event, we did open the parking lot gates.  I am sorry you did not feel this was a fair practice and I can certainly understand how other attendees may have been dishonest and failed to pay.

 

As a gesture of hospitality, I have issued a $25.00USD Marriott Gift Card that will be sent via USPS to your address provided by the Better Business Bureau on Linden Street.  If there is a more preferred address to send the Marriott Gift Card to, please let me know at your earliest convenience.

 

We strive for excellence here at the San Francisco Airport Marriott Waterfront and I greatly appreciate your candid feedback.  If there is anything else I may do to be of service, please do not hesitate to contact me.

 

Kind Regards,

JASON L*****  I Senior rooms operations manager

san francisco airport marriott waterfront

Consumer Response: [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 10533256, and find that this resolution is satisfactory to me. 

Regards,

**** ******

3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My gf and I stayed the JW Marriott Hotel Beijing Central for two nights. The reservation was under her name so the hotel will not issue me the proper reward points even though I had paid for that room. I have copy of the receipt with my name clearly on the receipt... I stayed at room 710 from Jan/18-20.

Desired Settlement: Marriott shall reward proper points for my stay.

Business Response:

 Marriott  rewarded proper points for the stay on February 15, 2015.

3/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I parked my car in their long term parking lot while I was on vacation. I paid $113. for their services. When I returned, I found damage to my car. I was informed by Marriott that a tree had fallen on my car while I was parked there. They presented me with a photo showing the tree on my car. The appraised damage is $934. I have received 10 dollars for compensation and no apology. They are refusing to take any other action. Do I have any recourse?

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my car repaired at their expense.

Business Response:

 We have decided to reimburse *** ********* for the full amount of his repairs. You may close this issue.

Consumer Response: [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 ********, and find that this resolution is satisfactory to me. 

Regards,

**** *********

P.S.  Marriott referred me to Mr. Anthony C******(Director of Hotel Operations at Atlanta Airport Marriott) to resolve my complaint.  Mr. C****** was respectful and fair in dealing with me.  I plan to continue using Marriott for my travel needs.  I am also greatful to the BBB for helping me resolve  my issue with Marriott.  I don't think I could have gotten a satisfactory reolution without you.  ****

3/9/2015 Problems with Product/Service
3/9/2015 Problems with Product/Service
3/9/2015 Problems with Product/Service
3/9/2015 Problems with Product/Service
2/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a Marriott Rewards member and was booking a room for my upcoming business trip that will cover 15-28 Feb with a follow on stay from 2-13 March to Brussels, BE. While I could find rooms available on *******.com for $171 non-refundable and $196 with breakfast non-refundable over the first timeframe, I could not find anything near those rates via the Marriott.com site. When I called the reservations to ask, they cited I should pursue using the "Look no further" price match site function. If booked thru *******, regardless that it provides the same room at a cheaper price, Marriott does not allow it to add to the customer’s Marriott Rewards, a program to incentivize customer loyalty. I did what the customer service representative recommended. I made a reservation using Marriott.com at the rate well above that which was on *******.com. I then filled out the “look no further” form as detailed on the Marriott.com/look link. Customer service then responded back by email that the claim to apply the *******.com rate was denied due to that offer was no longer available. I knew this to be false because I checked *******.com again and the same rates as mentioned above were posted. So I cancelled my Marriott.com reservation to avoid the higher price. The actions by Marriott appear to me to be a very blatant bait and switch practice. Upset by this treatment, I called Marriott again. A customer representative walked me thru some of the possible problems. He recommended I try it again by booking another reservation and ensure I detail the quotes from *******. I ensured again that the quotes were the same and tried again. Again, I was denied on the price match and was told the rates were no longer on the ******* site. This being some hours after the rebooking, the ******* rates were now higher. I feel that Marriott just stalls the customers thru very deceptive practices till the answers finally change. I was then called by a customer service representative after indicating I would be submitting a BBB complaint that they were sorry for the “misunderstanding”. I have reviewed my correspondence and am sure it was clear. That it provided the needed level of detail with exact rates and even the links. There was no misunderstanding. I view it as a very obvious bait and switch to angle customers to the higher price Marriott.com site bookings other than the cheaper offered rates that Marriott elects to market the same rooms thru sites like *******. I have since booked accommodations with ****** without any of the same concerns. I am in the process of cancelling my Marriott Rewards program membership as I feel it is not proper to show a company loyalty when they have none in return.

Desired Settlement: I must insist that Marriott abandon the failed “Look no Further” policy as it is nothing more than applied bait and switch practices to funnel reservation traffic to the higher priced venues for the same rooms that it elects to market for far cheaper prices thru more commonly used travel sites. The “Look no Further” policy ensures travelers must book the more expensive reservation (non-refundable as well) with the understanding that they can file a claim to recoup the difference and then puts the traveler thru a senseless runaround thru a claims process they have no intent on approving. This is demonstrated thru two failed attempts. The second of which was initiated with the detailed direction of their own customer service. Which shows that even their own staff cannot navigate the ambiguous implementation of a policy which I can see is only intended to deceive the public. Shame on you Marriott.

Business Response:

Good morning *** ******,

We received the letter you sent to the “Better Business Bureau”. regarding your concerns with your reservation for our Brussels Marriot Hotel, for the date of 15 February. I have been in contact with the Manager of our Look no Further Department.

I have attached the screenshots.

I will attempt to summarize:

·         You booked a cancellable rate through marrriott.com.

·         You were making a comparison to an advance purchase rate on *******.com.

·         You sited a lower rate on your claim form of 2548 (2,249.88 Euro)

o   this was a non-refundable offer with breakfast listed on ******* as an average rate of $196 (173.07 Euro)

o   we too were offering an advance purchase rate with bkfst for a total cost of 2331.25 euros – this is NOT what you booked

§  so we could NOT use this for a like comparison

·         Our initial response could have been more specific in that we could have explained that you comparing a rate that had different amenities, with the breakfast, and different booking requirement, non-refundable which was explained in our second review

You admitted he did not want to book the advance purchase rate. This would have been the only way we could make a comparison to a non-refundable rate on the comparison source.

The claim situation against what you booked was an advanced purchase non-refundable; non-changeable rate and Marriott’s was a refundable room rate.

               

·         Total cost of the Marriott booking was (including VAT) 2495.54 Euro

·         Total cost of like comparison on expeida shows average rate of $197/nt = totals $2561Euro – this rate is NOT lower

I apologize for the confusion and certainly wish they would have explained it to you in more detail.

I want to thank you for sharing your comments and concerns with us.

Kindest regards,

Mary Ann K****

Corporate Liaison

Mr. J.W.Marriott

Mr. Arne S*******

###-###-####

Consumer Response:

[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: ********

I am rejecting this response because:  I received the response and at first made no sense as I detailed the gaps in the logic provided via the emails sent back and forth between Marriott.  Yes, both reservations I made with marriott.com were refundable as I made it clear that I would not lock a more expensive rate in via marriott.com when compared to the non-refundable rates in ******* and such and then not be able to cancel when the determination was made not to acknowledge the price match by Marriott.  I put that in all the emails sent to Marriott thru the process.  After the first issue, I made it clear to the rep from Marriott customer service and he detaied how to proceed the second time, and I still ended up with the same negative result.  That is my point which was disregarded.  Marriott is running the prices on its site marriott.com.  The prices on ******* are obviously cheaper.  If a customer books the non-refundable rate on marriott.com then sends the cheaper price from ******* or any other of the sites (*********, ******.com, etc...) and whatever logic Marriott wants to spin to reject the price match, now the customer is locked into a non-refundable reservation.  Again, just not an ethical business practice.  I clearly explained in my email exchanges between Marriott customer service that I booked the refundable reservation based on that fear of being locked in and provided the price difference between the marriott.com and ******* non-refundable rates.  Its fine for the response from Marriott to disregard the facts.  Not sure if it was intentional to disregard the email traffic or just did not add to the plausible deniability.  This is not the first time I have had issues.  The last being during a work trip to Hawaii 2 years ago. I booked Marriott and was provided a nightly rate.  There was no reason to think that rate was not to be applied to each night during the stay.  I was then told when the bill came was that rate was for some of the nights and other nights were notably higher.  Why would they not just quote the average nightly stay when you book a timeframe?  Either way, had to complain for a frustrating time just to get the original quoted price to be honored.

Either way, I had no assumptions that Marriott would acknowledge the issues.  Let this message traffic serve as fair warning to customers who attempt to book as well.  I have since enrolled in the ****** Honors program and booked my needed accomidations for my current trip with them for the month.  I converted my Marriott points over to Delta miles and just determined to take my business elsewhere while encouraging my office to do the same based on the problems to date.   No need to stay with a company that operates like this.


Regards,

****** ******








Business Response:

Good morning,

I have received *** ****** ******'s rejection letter regarding the Look no Further issue.

It has been reveiwed at least four times now by the Manager of Look no Further, and it did not qualify for the reasons that were addressed prior to him sending the letter to the BBB, as well as the letter sent to him copied to BBB dated 10 February, 2015.

I'm very sorry, but there is no other way to explain it, the "Look no Further Department." as well as our office it thoughly investigated it and it simply did not qualify.

I again want to apologize for the misunderstandy.

Kindest regards,

Mary Ann K****
Corporate Liaison
Mr. J.W.Marriott
Mr. Arne S*******
###-###-#### :::

Consumer Response: [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: ********

I am rejecting this response because:
Mary.  I am done with the issue.  Call it what you want.  Spin it how you want.  I am done with Marriott.  Not worth it.  I had similar performance issues with United airlines.  The consumer has the right to vote with their wallet.  Find a company pulling such garbage?  Just don't purchase from them.  Easy enough.  I have moved on.  Continue to do such practices and I am sure I will not be the last to just take their business elsewhere.  Good luck.  With business practices like that, you will need it.

Regards,

****** ******








2/22/2015 Billing/Collection Issues
2/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Went on Marriott.com to book a room in at Aruba Marriott Resort & ********* Casino on December 19Th, 2014 for December 29Th, 2014 thru January 4Th, 2015. The rates available came up as starting at $699 per night. Before booking...went ahead and book my flight while on the website. Once I booked my flight, I clicked on the $699 and the rate was continently not available. The rate that was "starting" at was $900+ per night! Logged off computer and logged back in, had a friend also do the same thing thru the entire weekend and again it stated $699.00 per night for the room but once you clicked on it...it was actually starting at $900+. Went to Marriott.com and looked for other properties...they said price per night starting at a certain price...you click on that and that price IS WHAT IT IS STARTING FROM, with other higher rates available. But the "starting" rate was there as well!!!! Went to every other hotel chains website and what is advertise is what you actually get to book! THIS IS PLAIN FALSE ADVERTISING!

Desired Settlement: I want what was advertise and what any other company with ethical values does...they need to honor what was advertised!

Business Response:

We sent an email to *** *********  informing  that we will honor the rate he saw at the time of booking which was $699 per night plus tax. The hotel asked him to please email them the last name and first name under whom the reservation was booked and confirm that the correct dates of the booking were Dec. 29th to January 4th. Once they have located the record we will go ahead and process the refund of the difference between the actual rate paid and the $699 plus tax.

 

Thank you,

Business Response:

This must be a duplicate as we have alredy responded.  Please see email to guest.

 

From: MHRS, Aruba Resort Director Of Rooms Operations
Sent: Saturday, February 07, 2015 4:30 PM
To: *****************
Cc: ********* *****
Subject: Aruba Marriott

Good afternoon *** *********,

We have received your correspondence from Mr. Marriott’s office in regards to the Rate discrepancy on our Marriott website that you experienced while trying to book a reservation on Dec. 19, 2014. Please be informed that Mr. Marriott has requested that I respond on his behalf to resolve this issue.

As the issue was experienced in December 2014 as per your correspondence it is quite difficult to verify if there was a system error during the dates you tried to book your accommodation, I did check our website today and it is working correctly. Nevertheless we understand that it was not the case when you tried to book your reservation back in December 2014.

*** ********* we sincerely apologize for the inconveniences we may have caused you and we would like to inform you that we will honor the rate you saw at the time of booking which was $699 per night plus tax. Would you please email me the last name and first name under whom the reservation was booked and confirm that the correct dates of the booking were Dec. 29th to January 4th. Once I have located your record I will go ahead and process the refund of the difference between the actual rate paid and the $699 plus tax.

*** ********* I look forward to hearing from you,

Best regards,

Liliana F******

Director of Rooms Operations | Aruba Marriott Resort & ********* Casino

**** ***** **** **** Palm Beach, Aruba | T *** *** **** | F *** *** ****

***************@marriott.com | www.arubamarriott.com 

 

2/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I stayed at a Marriott & picked up a Marriott Brand Catalogue which featured a Marriott Mattress & Box Spring. When I called the ***# to place the order the woman said I needed to try one out first, so she gave me the address of a Marriott about 47 miles from my residence. I called them and arranged to drive over, which took an entire morning. The concierge and security accompanied me to a room to try out the mattress, which was fine. I then called to place the order w/the same person and sahe said the catalogue was outdated and the price was not available. I went through Debra C******* in Mr. Marriott's office at Marriott HQ's in Bethesda, and he ok'd the sale price. I again called *** C/S to place the order. She said it would take a month to get the set, they had to order it as there were in the local vicinity. She said that was a shame because customers are suppose to try them out first before buying. Two days later I got a call from a local delivery service saying they had the mattress set to deliver. I was amazed & called C/S who said they didn't know how they got it there so soon. The foam mattress is so hard I wake up during the night. C/S said 'too bad" that I should have purchased a mattress cover from them for $175. which adds some softness. I again contacted Debra C******* and she referred it to C/S, who called me and said the supervisor remembered 'dealing w/me' and I should have pruchased the mattress cover to add softness. The mattress cover was never mentioned at the time of the sale, and if it is imperative to using the mattress then it should be stipulated. The customer should be made aware. This was not done, and there has never been an explanation from C/S where this mattress came from. Obviously, it was local so why didn't I get to try it out first?

Desired Settlement: A refund for the mattress set and/or the mattress cover ($175. on sale for $134.) free.

Business Response:

Good morning, Ms. *********:

Thanks for your letter to the Better Business Bureau 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, ****** ** ****, Inc. provided 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 M. C*******

Debra M. C*******

Corporate Liaison, Marriott International

Business Response:

Ms. ********* has been communicated with on several occasions regarding the mattress/box spring she purchased from ****** ** **** (ShopMarriott).  In corresponding with ****** ** ****, I have been assured, they only sell one foam Mattress for ShopMarriott and it is the product that was sold and shipped to Ms. *********.  It is the exclusive mattress for Marriott and is the same bed that is in the catalog and online.    

Ms. ********* was provided this bed set at a discounted price and it was shipped free of charge.  After a couple of months, Ms. ********* contacted us again, stating the mattress was uncomfortable and she wanted to return it.  She was aware this product could not be returned.  Marriott notified her she needed to contact ****** ** **** and when she did they suggested she purchase the mattress topper used at our hotels.  Ms. ********* refused, even though they offered the mattress topper at a discounted rate. 

****** ** **** advised if she can supply them with the law tag or a photograph of the law tag, they will be able to confirm if she received the correct mattress set.  Ms. ********* has refused this offer as well.

Ms. ********* is stating the mattress she ordered listed a 9” mattress and 10” foundation and according to her measurements, she has a 7” mattress and an 11” foundation.  There is a very specific method that needs to be used in order to properly determine the depth of a mattress.  ****** ** **** stated they are not aware of how Ms. ********* made her measurements but according to their records the guest was sent the correct item.

****** ** **** can be contacted at (************.

 

Consumer Response: [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: ********

I am rejecting this response because: I have contacted Marriott and ShopMarriott many times due to the unresolved problems with the mattress. The not returnable policy was based on the customer be allowed to try out the mattress first, an due to the incorrect information provided by ShopMarriott I was not able to tryout the mattress, first being sent to a hotel that had the wrong mattress set, then being told there were no mattress sets in my area for me to try out, only to have the set delivered two days later "from a local source". I believe this invalidates the no return try out first policy. Please be advised at no time did ShopMarriott and/or Marriott advise me to  provide them with a copy of the mattress tag; however, I have attached a copy for their review. They may want to be more careful in their response because I have also contacted Jamison, the manufactuer of the mattress. Additionally. there was never any discount offered for the mattess topper, in fact, I requested a discount and it was denied by Shop Marriott. I am well aware of how to measure the mattress and foundation, I was advised by the manufactuer.


Regards,

****** *********








2/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently stayed at the Marriott ATL Conf Ctr hotel. In my room was a catalogue 'ShopMarriott' which advertised a Supreme Plus Bed Set, Queen, for $1325.00. I showed the ad to the front desk and asked they knew anything about the matttress offered. They said no but it was a grat deal and to call the ************#. I did this and spoke with Nina. I read the ad to her, inc. the price. She said it was a good offer and they were also offering free shipping if I purchased before 8/17/14. She said the set was non-returnable so she wanted me to go to a Marriott hotel that had the bed set and try it out. She gave me the name, tel # and address for the Perimeter Marriott in Atlanta. She advised me to ask for her when I called back and also advised me that since I lived in GA. there would not be any tax. I called the Perimeter Marriott and asked to try the mattress. The hotel was 45 minutes each way from where I live. I showed the concierge and the security person the ad and told them about the free shipping, and everyone remarked what a good deal it was; in fact, the concierge took Nina's name and tel# as she was considering buying a set. When I called Nina to confirmt the order, she said oh, the set is coming up as $2035.00. Nina said Marriott had a terrible problem with hotels pulling old catalogues. She said she would contact customer service, and she asked me to em C/S w/a copy of the ad. Before I could do this she called back and said her supervisor said they did not have to honor the price as there was a disclaimer somewhere on the catalogue re price. I reminded her we had specifically spoke of the $1325 price when I initially called, and Nina advised me to act before 8/17 to get the free shipping. I would have paid for the order then if Nina had not insisted I try it out first. I believe I had an 'implied contract' and the only stipulation was that I try it out first, then call Nina back. Nina is now saying her supervisor has offered $1525 + shipping, then $1325 + $325. shipping. This was not the offer we initially discussed and I acted upon.

Desired Settlement: The price quoted of $1325.00 with free shipping. Order# *********

Business Response:

I spoke with Ms. ********* and advised her ShopMarriott will honor the rate of $1325 and will include the free shipping.

Debra M. C*******

Debra M. C*******

Liaison, Mr. Marriott’s Office

Phone:  ###-###-####

Email:  ***************************

Facsimile:  ###-###-####

 

Business Response:

You have duplicated this issue--complaint #******** & complaint #10343919 are identical issues

Ms. ********* has been communicated with on several occasions regarding the mattress/box spring she purchased from Hotels at Home (ShopMarriott).  In corresponding with Hotels at Home, I have been assured, they only sell one foam Mattress for ShopMarriott and it is the product that was sold and shipped to Ms. *********.  It is the exclusive mattress for Marriott and is the same bed that is in the catalog and online.    

Ms. ********* was provided this bed set at a discounted price and it was shipped free of charge.  After a couple of months, Ms. ********* contacted us again, stating the mattress was uncomfortable and she wanted to return it.  She was aware this product could not be returned.  Marriott notified her she needed to contact Hotels at Home and when she did they suggested she purchase the mattress topper used at our hotels and she refused, even though they offered the mattress topper at a discounted rate. 

Hotels at Home advised if she can supply them with a photograph of the law tag, they will be able to confirm if she received the correct mattress set.  Ms. ********* has refused this offer as well.

Ms. ********* is stating the mattress she ordered listed a 9” mattress and 10” foundation and according to her measurements, she has a 7” mattress and an 11” foundation.  There is a very specific method that needs to be used in order to properly determine the depth of a mattress.  Hotels at Home stated they are not aware of how Ms. ********* made her measurements.

Hotels at Home can be contacted at (800)311-0708.

 

 

Consumer Response: [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: ********

I am rejecting this response because: This is dd'l info to the em I responded to earlier today. I contacted the manufacturer, Jamison, Gallatin, TX. again today. They wanted to know the info from the 'foundation' tag. I had previously provided the info from the mattress tag, which contains the warning about using it with the wrong foundation. The foundation info is Marriott New Generation *********** * ******** Not one of the foundations listed on the mattress tag that are okay to use with the mattress. Please have Marriott/Shop Marriott respond to this specific information.


Regards,

****** *********








2/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I are traveling to Tampa, FL in a little over 2 weeks for a business conference. My husband secured a discount at the hotel but the reservation is for Friday and Saturday. I tried to change my current reservation to Wednesday and Thursday since the room is reserved in his name for Friday and Saturday. The hotel room was reserved via ************ and the trip has not taken place yet. Residence Inn is refusing to change the reservation which means my husband and I will have 2 hotel rooms and will be paying a nearly $800.00 which is unnecessary and will put us in a financial bind while we are in Tampa. All that I asked is that the reservation I currently have be changed to Wednesday and Thursday without losing any money. Account_Number: *********

Desired Settlement: DesiredSettlementID: Replacement Change my current reservation to Wednesday and Thurday so we're not paying for 2 rooms and wasting money.

Business Response:

From: *********, ******
Sent: Thursday, January 15, 2015 4:35 PM
To: ****************@*********
Subject: Tampa Residence Inn - ******* ********* TPATD BBB
Importance: High

Dear *******,

Thank you for contacting Marriott in regards to your upcoming stay with us, Mr. Marriott has requested I respond on his behalf, in regards to your concern on the date change.

I just have a couple of items I wanted to clarify with you…. Currently, you are booked for an arrival date of  Wednesday 21st January 2015, staying for 3 nights, departing on Saturday 24th January 2015.

I do not see that this reservation was ever booked for the Fri/Sat night you mention.

Typically speaking, for those reservation that were booked with a 3rd party booking agent, such as ************, for any changes or cancellations, you would need to contact them directly. For any reservations that are booked with Marriott directly, we have the ability to change them, and this could be the reason why my Front Desk were unable to assist if/when you had called to the hotel.

Please let me know exactly what you would like for me to do? And I will do my best to assist you. Thanks again, and I look forward to hearing from you soon!

Warm Wishes,

 

****** *********

General Manager

Residence Inn Tampa Downtown

*** * ***** ** | Tampa | FL 33602

P: ###-###-#### | F: ###-###-#### | E: ******.*********@marriott.com

1/28/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Deceiving advertisement by Marriott International property Fairfield Inn. Me and my family stayed at the Fairfield Inn I-95 Fayetteville, NC on the night of December 29th, checking out on December 30th. I live in Orlando, FL and was traveling to Pensylvannia for the New Year's. I placed a reservation with Marriott's Fairfield Inn I-95 trusting the Marriott name and properties since I am a rewards member. Never have had a complaint with any of the Marriott brands, but what I encountered in this specific property was outrageous. First and foremost, the property does not disclaim on their website that is located right next to an open field cemetery. Second, all the breakfast items, fruit, oatmeal, waffle mix, etc, are storaged on the floor of a back room right next to the front desk, a complete health violation. Third, the rooms assigned were mildew infested. Among other things. When pointed everything out to management their response was that they did not needed to disclaim anything about the property location, that it did not matter that the breakfast items were placed on the floor, in the exact words of the manager "are you complaining about a banana and an apple on the floor? Are you serious." Not an apology, or order the staff to properly storage food, instead just order them to keep the door shut, so when I went back to take a picture they wouldn't open the door again. About the rooms, the manager said that it was raining season so what did I expect it, again, no an apology or let me find you another room. It was 10:09 p.m. when I checked in, I have never been in NC so did not know my way around there, and was traveling with my family, including my two senior parents, my sister, husband,and four children between the ages of 1 year to 10 year old. The same night I filed a complaint with Marriott International customer service, exactly at 10:45,p.m. not even an hour after check in. The customer service department contacted the manager and the hotel will still not do anything about it, not even change me to another room, which I was also assigned to handicapped room when nobody in my party was handicapped, and instead the manager just said that she "was doing me a favor" assigning me a handicapped room, which I never understood what was the favor there. The next day, I waited for the manager for the outcome for the resolution, which she also told me she was going to be there at 6:00 a.m. and she did not arrived until 8:30 a.m. Again, no apology, nothing. I was already delayed to continue our road trip and just checked out. I continue following the complaint and detailing more information to the customer care department for the following two weeks, which to me it is a ridiculous amount of time. Finally today, I received a phone call from the customer service department that they were assigning "bonus points" to my reward account. I am filing this complaint with the bureau because Fairfield Inn has a 100% Guarantee, and as explained to me by the customer service manager Bryan C*****, it means a full refund of your night stay if not satisfied. I asked Mr. C***** why I was not being refunded the two room stay since the hotel did not even tried to accommodate me in other room, but instead the final answer that I got from the manager was that she "whished she could throw me out of the property with the police." Me. C*****'s response was that the 100% guarantee is only covered when the customer is still on property, I pointed out to him that my initial call to customer service was when I was still on property, not even an hour after check in, and again, wasn't even offered a change of rooms, an apology, nothing, just mistreatment. Mr. C***** just said that the hotel will not abide by the promise of 100% Guarantee refund of a night stay because they chose to give me points, to which I pointed out that it was unfair because I was being forced by Marriott to take a vacation to use the points, when I had already taken a vacation and my night of rest was needed on the 29th of December, 2014 not on a future stay

Desired Settlement: want the business to refund to the credit cards on file the full amount paid for each room of $98.80 plus $11.65 in taxes, bringing it to a total of $110.45 per room, which would be a refund totaling $220.90. I want the property and Marriott International, to comply with the 100% Guarantee or room night being refunded, as falsely advertised.

Business Response:

Dear BBB,

Spoke to guest and resolve issue.  Guest did not want the Marriott Rewards points so they were removed from her account.  The hotel and I agreed that the guest will be refunded for one room.  Total amount is $111.65 with taxes for the refund and guest confirmed she is happy with the resolution.

Hotel will be sending check to the guest.

Regards,

Diane K***

Corporate liaison

Mr. Marriott’s Office

 

Consumer Response: [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: ********

I am rejecting this response because:

Ms. Diane K*** does not want to refund me the full amount paid for both rooms and pointed out that the refund for the one room was going to be her last "offer," when the hotel doesn't have to make me an "offer," they have to abide by the 100% Guarantee, as falsely advertised. Ms. K*** also points out that I am "happy," when the only thing constantly repeated during our conversation was that I was extremely dissatisfied with the outcome of this complaint. Ms. K*** also referred to me as may be not telling the truth, which once again, defies the purpose of the 100% Guarantee, because if Marriott International immediately assumes that a guest is not telling the truth after a complaint then a guarantee of money back should no be offered. 


Regards,

****** *******








1/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Sir or Madame, My complaint is about Marriott Rewards program. I have accumulated a lot of points staying in Marriott-Aurora in the center of Moscow for two weeks and now I am showing the balance of only 13,000 points. I should have at least 80000 points (I had at least 20000 before Moscow). Since Moscow I used my points only once staying for one night in Marriott in Istanbul in December 2007. My Marriott rewards number is *** *** ***. I called Marriott customer service for rewards several times to find out where my points disappeared. On one occasion I was told that I stayed in Tel-Aviv in Marriott hotel and I have never been to Tel-Aviv since 1993 and never stayed in any hotels there ever. I have asked to verify this information for me and to provide the dates and any other details of my supposed stays in Tel-Aviv, maybe my signature confirming my presence in Israel’s Marriott or any other evidence. I was told that they don’t have even the dates and no details. I was told that customer service is not able to go two years back and does not have any details. They gave me another phone number to call and at this phone number I was referred to the website. On the website I could see the information for only one year (and I never stayed in Marriott for several years). I have sent several communications to customer service explaining what I need and did not get any satisfactory answer. They referred me to customer service again. I called, sent inquiries and had these cross-referencing several times (I have all these e-mails from Larry O. and others from November and December). I would like to get back my lost points and in general I am not quite satisfied with the lack of availability of the basic information about my Marriott stays. I understand that it’s been a while but there is nothing in the agreement that my points should expire. I believe this information should be easily available. Otherwise not sure why would I accumulate point just to see them disappear when I need them. I have been with Marriott for 15 years. I used to be satisfied with the reward customer service. I also feel it is very unfair to limit the visible data by 12 months as it opens the door for cheating. Thank you so much for your help with this matter Respectfully, *** ***** *******

Desired Settlement: I would like to get my points back. I would like to see the full history of my points and get my points back. I had at least 80,000.

1/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I use the Marriott website to book hotel stays. The site does NOT clearly identify NON-REFUNDABLE reservations. This was confirmed last evening by the customer service representative that I spoke with at Marriott. He said his "number one" complaint was about non-refundable reservations/rates. Specifically, he said that those reservations look very similar to the refundable reservations and that one needed to look extremely closely to see the difference. Furthermore, from my experience, when you go to cancel a non-refundable rate, there is NO clear indication that one will be charged regardless. It would be EXTREMELY easy for a company with Marriott's resources to do two things. 1st - Have a pop-up that states "I understand that by selecting this option, it is NOT refundable" or something similar. 2nd - When one goes to cancel a non-refundable rate, a pop-up should state "I agree that I understand that this is NOT refundable" or something similar. I cancelled a reservation at the Fairfield Inn, Parsippany, NJ, and was charged $174.80.

Desired Settlement: I would like three things to resolve this dispute. 1 - Have a pop-up on the Marriott reservation website that states "I understand that by selecting this option, it is NOT refundable" or something similar. 2 - When one goes to cancel a non-refundable rate, a pop-up on the Marriott reservation website should state "I agree that I understand that this is NOT refundable" or something similar. 3 - I prefer to have my $174.80 refunded to my credit card; however, I would accept that my stay (2/27/15-3/1/15) at the Fairfield Inn be reinstated for no additional charge. If something is Customer Service's "number one" complaint, and it hasn't been addressed . . .????

Business Response:

Dear BBB,

I checked on the customer service issue and the found that this was a wesite error.  I have contact the hotel and the hotel has refunded the guest.  I spoke to the guest and he is happy with the resolution.

Diane K***

Corporate Liaison

Mr. Marriott's Office

 

 

 

 

 

 

 

 

Consumer Response: [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 ********, and find that this resolution is satisfactory to me. 

Regards,

**** ********

1/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: During my stay at Bethesda North Marriott (11-14 of November 2014), my car was vandalized - the exhaust pipe was cut with a saw and the catalytic converter was stolen. The repair cost was $1700.83. I can provide all required documents. The car was repaired at ***** **** ***** shop in Silver Springs, MD. Immediately, after learning that this was an act of vandalism and theft, I called Marriott security. I was informed that there were no security cameras on the parking lot, so the crime left no trace. I filed a police report with Montgomery County Police department, which was approved on Wednesday 11/26/2014 (REPORT NUMBER: ********). On Monday 11/17/2014, I was informed by Marriott Claims Services that my claim (#******) for a repair cost reimbursement was denied because 1)the car was self-parked and the hotel cannot assume responsibility for the loss or be the insurer of guest property and 2) the hotel does what is reasonable to protect guests and their valuables. However, they cannot prevent all crime or any particular criminal act. I think that MCS denied my claim on the false grounds. Here are my reasons: 1) There was no alternative to self-parking; 2) I disagree that Marriott should not assume the responsibility for guests property damage. Marriott charges $15 a night for parking. I believe that fee for parking assumes higher level of responsibility than a simple declaration of no liability. 3) I believe that Marriott did not provide reasonable protection to my property poor lighting and absence of security cameras mean no protection at all. Neither the gate provides needed protection - often it remains opened all the time as I, myself, had a chance to observe. Another prove of the lack of protection is Montgomery county police statistics about the crimes on 5700 Marinelli Road (on or around the hotel property): from Aug to Nov 2014 there were 10 other crime reports filed. Those include at least three other thefts from vehicle.

Desired Settlement: I believed Marriott should reimburse me for the cost of exhaust pipe and catalytic converter replacement. The amount is $1700.83. I have all required documentation to prove my case: the bill from ***** **** ***** shop describing the damage and the cost, the pictures of the damage, and the response from Marriott denying my claim. I also believe that they need to take more protective measures, such as provide better lighting and security cameras on their parking lot.

Business Response:

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.

Consumer Response: [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: ********

I am rejecting this response because: Marriott was negligent with respect to providing security measures to customers' cars on their parking lot: insufficient lighting, absence of security cameras, open access to the parking lot with the gate arm up for hours with no man attendance is the invitation to the crime as being proven not just by my case, but by 10 other police reports filed for thefts on or within Marriott vicinity area within past three months. Marriott Claims Service denied my claim on the false assumptions that 'Marriott does what is reasonable to protect guests and their valuables'. My experience shows that there were no protective measures, reasonable or unreasonable,  from Marriott with respect to crime prevention on their parking lot. 


I demand Marriott to acknowledge that insufficient lighting, absence of security cameras on unmanned parking lot in addition to open access during dark hours like I observed on Friday, 11/14/2014, mean that they don't provide reasonable protection, therefore they have to bear a financial responsibility for my loss. I don't care how I will get the compensation - through Marriott Claims Services or by Marriott directly. Marriott Claims Services should not deny the claim based on false assumptions. 


Regards,

******* ******








Business Response:

Marriott Claims Services denied you claim because you parked in a self-parking area, and there are signs in the parking lot stating that the property is not responsible for any theft, fire, damage or break-in.   For these cases the hotels do not have liability. Marriott 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.

Consumer Response:

151 of 239  

Expand all Print all In new window
Fwd: Complaint #********
Inbox


BBB of Metro Washington DC
Jan 27 (8 days ago)

to me 
---------- Forwarded message ----------
From: ******* ****** <********************>
Date: Mon, Jan 26, 2015 at 3:31 PM
Subject: Complaint #********
To: "info@mybbb.org" <info@mybbb.org>


To whom it may concern:

Please be advised that my concern was improperly closed. I rejected business (Marriott) response three times priding the reasons for rejection - none of these reasons were addressed in business responses that kept repeating the same statement without any elaboration three times. On Friday, January 23 I called BBB during business hours ( before 3 p.m.) seeking an advice fir the next steps, was directed to the person who is handling my case and left the voicemail. Instead of a return call from BBB, today I found my complaint to be closed. Please reinstate my complaint and help me to get a proper, up to the point, response from the business.

Best a Regards,
******* ****** 

 ****** ******** <*********@mybbb.org>
5:10 PM (1 minute ago)

to ********** 
To ******* ******

Complaint ID # ********, When a company respond 3 times the same way. They have enough evidence to not support your word,   

This is what they were talking about,  Their last statement.

MESSAGE FROM BUSINESS:
Marriott Claims Services denied you claim because you parked in a self-parking area, and there are signs in the parking lot stating that the property is not responsible for any theft, fire, damage or break-in.   For these cases the hotels do not have liability. Marriott 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.

Idenia Campbell, Trade Practice Consultant

Better Business Bureau
serving Metropolitan Washington DC and Eastern Pennsylvania
1411 K Street NW, 10th Floor
Washington, DC 20005

p: ###-###-####
f: ###-###-####
Email: *********@mybbb.org
bbb.org, Start With Trust®

 

 

1/23/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On December 28, 2014 I visited the Renaissance Mumbai Hotel & Convention Centre in Mumbai, India. During this stay I visited the **** Jewels & Craft shop located within the hotel. I was shopping for semi precious stones as the shop located on the premises represents itself as a seller of loose diamonds, platinum, gold and silver studded jewels. I was told by *****, the person working in the shop, that the pieces I were looking at were made of pure silver and authentic semi-precious stones. I agreed to purchase the jewelry based on information told to me by *****. Upon returning home and opening the box with the necklace I noticed that one of the stones had fallen out of the necklace. At this point I realized I had been lied to and mislead by ***** and sold fake jewelry rather than pure silver and genuine semi precious stones as I was lead to believe. I am very dissatisfied with this product and the misleading sales practices.

Desired Settlement: I want to return this product to this Renaissance shop and have my money refunded in cash as the money has already been removed from my account and I have canceled the card to prevent any further financial damage. The shop owner should be removed from Renaissance property.

Business Response:

Fwd: ******* ******** *** *********** ***** - BBB email (From Mr, Marriott's Office)
Inbox


BBB of Metro Washington DC
Jan 6 (2 days ago)

to me 
---------- Forwarded message ----------
From: D******, Glen <***********@renaissancehotels.com>
Date: Tue, Jan 6, 2015 at 5:03 AM
Subject: RE: ******* ******** *** *********** ***** - BBB email (From Mr, Marriott's Office)
To: "info@mybbb.org" <info@mybbb.org>


Dear Team,
 
Please find below the email response sent to the guest in regards to the concern shared.
 
Kind Regards,
 
GLEN D*****| FRONT OFFICE MANAGER
Renaissance Mumbai Convention Centre Hotel & Lakeside Chalet Marriott Executive Apartments 
***** **** ************ ******, Powai, Mumbai – ******.
T +***************  F +***************

Renaissance Hotels. Live Life to Discover.
www.renaissancemumbai.com|********.com/RenaissanceMumbaiHotel| ********.com/MarriottExecutiveApa

MR MGM email banenr (Mobile check in) - English
This communication contains information from Marriott International, Inc. that may be confidential. Except 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 it. If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law.
 
From: D******, Glen 
Sent: Tuesday, January 06, 2015 3:04 PM
To: '********************'
Subject: Fwd: ******* ******** *** *********** *****
 
Dear Ms. M*****.
 
Greetings of the day!!
 
Further to your concern share with our Marriott Customer Services team. I have personally gone ahead and spoken to the owner of the shop. He mentioned to us that you had also written an email to him directly and he guarantees that the jewellery was authentic however if you were still not happy with the same he will refund you the entire amount of INR 27000 that was charged to you back in cash on your next visit to the shop. He also mentioned that Incase if you have a colleague travelling anytime soon who could bring back the jewellery back to the shop he can have the refund handed over to your colleague too.
 
Do let me know if I could be of any further assistance. 

 Kind Regards,
GLEN D*****| FRONT OFFICE MANAGER
Renaissance Mumbai Convention Centre Hotel & Lakeside Chalet Marriott Executive Apartments 
***** **** ************ ******, Powai, Mumbai – ******.
T +***************  F +***************
Renaissance Hotels. Live Life to Discover.
www.renaissancemumbai.com|********.com/RenaissanceMumbaiHotel| ********.com/MarriottExecutiveApartmentsMumbai |  *******.com/RenaissanceMum
 
MR MGM email banenr (Mobile check in) - English
This communication contains information from Marriott International, Inc. that may be confidential. Except 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 it. If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law.

 

 

 

 

 

Consumer Response:


Dear Better Business Bureau,

I will except the companies offer to refund my money in US dollars for all jewelry purchased including US $450.00 for the necklace set and US $75.00 for two additional pair of earrings.  I have canceled the card and therefore am not able to put the refund on the card.  I am in the process of trying to arrange a trip back to India but it does take time as I am not based in Detroit where the trip originates.  I will inform the business as soon as I am able to return to India.

******** ******


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

Regards,

******** ******

1/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband, ******* *** and myself stayed at the Marriot on *** ******** **., Macon, GA ***** on the nights of Oct 29th and Oct 30th. His mother was in intensive care and the Coliseum Medical Center gave us a sheet authorizing us a rate of $89 per night at this Marriot location. We reserved two rooms for two nights with this rate. We did not receive a statement before we left. After returning home, we received charges to our credit card of totally around $761 for 5 separate charges. I called the Marriott immediately and they could not get it straight. I finally called the General Mgr., Mark B****** and left a detailed message, as he was out of town on vacation. The following week he left me a message saying he had reviewed my charges and they appeared to be right. I returned his call and explained they were not right and he told me he would have his accountant call me. About 1 week later I finally received a call from this person. She sent me two invoices while we were on the phone and promised to send the rest, I never received these. She also told me that it looked like I had been charged$200 for an individual smoking in a nonsmoking room, which was not true and the first I had heard of this. She said she needed to check into this and would call me right back, but I never heard another word from her.

Desired Settlement: I want to be refunded the $270 I have been overbilled

Business Response:

Response sent to **** *** from the hotel General Manager.

 

Sent: Friday, January 02, 2015 2:42 PM
To: ********************
Subject: Macon Marriott City Center - Requested Refund

**** ***,

Mr. Marriott has requested I respond on his behalf. Thank you for contacting the Better Business Bureau with your request for refund of $270. I have reviewed the bills for your rooms and do see an adjustment was entered on room 424 that brought your rate down to the negotiated rate prior to your departure. The $250 charge for smoking in the room, tampering with the smoke detector on room *** and creating an alarm in the building was not adjusted off. Denise in our accounting department last corresponded with you on this charge Monday, December 29th. She 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****** | General Manager

Macon Marriott City Center Hotel

Consumer Response:

[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: ********

I am rejecting this response because:

 

When we checked out of this hotel on October 31st we spoke to the front desk about our bill as so far they had not gotten the charges right.  We were eating in the restaurant, when they brought us a bill showing charges for one room (room 424) for two nights ( October 29 and October 30), with each room charged $127.00 per night.  Again they had the wrong rate, so again we told them this was to be billed at the discounted rate available for Coliseum Health system patients and their families and again referenced the sheet we had obtained  from the hospital authorizing this.  They then left to correct this and when they came back they gave us a new invoice, adjusting $39 plus tax for each room, total was $159.00.  We reminded the individual that we had one other room, ***, and that this person had checked out the previous day, Oct 30, but since they weren't out before 11 a.m. we may be charged for 2 nights, versus  one, but ii should be for the same $89 discounted rate.  As by this time, we were trying to leave, they said they would handle it and send us the invoice.  This was the last I heard from them.  Therefore, I was surprised to see on my  ******** ******* Credit Card bill the following charges and dates:

October 31, 2014      $ 166.79

October 31, 2014      $ 340.08

November 1, 2014    $ 159.44

October 31, 2014      $   60.00

Since I had spoken several times with several Marriott employees at this location about this, I decided to escalate and called the General Mgr. , Mark B******.  He was out of the office on vacation, so I left him a lengthy voice mail about the issue.  He called back a week later, leaving a message on my voice mail and saying he had looked into the issue and he was satisfied that the billing was correct.  Since I knew it was not correct and I had proof, I have no idea how he arrived at this conclusion, nor did his voice mail provide any supporting rationale.  I called him back and told him I did not agree with his assessment.  He again provided no substantiation and said he would have Deloris in accounting call me.  Several days later, Deloris called me and it was during the conversation with her that I was shocked to find out we had been billed for a smoking violation in room ***.  She seemed to be surprised that I knew nothing about it and said she was going to make a quick call and would get right back with me. 

I heard from no one else until the day I filed this complaint.  The day after I filed the complaint  I received a call for Deloris and she apologized for never following up with me.  I again told her that we had not smoked in room ***.  The person there checked out on 10/30.  We were there on 10/31, why would someone not have mentioned this to us?  She seemed confused and said she would find the engineering report on this and email it to me this same day.  I never received it.  The next I heard was Mr. Mark B****** replying to my complaint, now saying the alarm was tampered with the alarm went off, etcc, and that Deloris had sent me this report.  This is NOT true.  To date I have not received any report  and none of these events happened, at least not that we caused.  We were in the room right across the hall and heard none of this.  WE checked out the next day and no one mentioned it.  We never received any notice of this until I first spoke with Deloris.   I suspect that after the individuals in *** checked out, the help actually did all the smoking , (if in fact this actually happened). 

I have disputed the erroneous charges with ******** *******. So far they have credited back to me $166.00 and $60.00, and they stated the reason as being the Marriott never responded  to their inquiry so the charges were being remove by ******** *******.  This now leaves the $250 owed to me that was charged for smoking.

This facility is obviously mismanaged.   I don't know what is going on here but they obviously have some  employee training problems, accounting issues and after my experience with Mr. Mark B******, I would say they also have some customer responsiveness issues and do not focus on customer care.

This business has done nothing to resolve my issue .



Regards,

*** ***








Business Response:

**** ***,

Mr. Marriott has requested I respond on his behalf. Thank you for contacting the Better Business Bureau with your request for refund of $270. I have reviewed the bills for your rooms and do see an adjustment was entered on room 424 that brought your rate down to the negotiated rate prior to your departure. The $250 charge for smoking in the room, tampering with the smoke detector on room *** and creating an alarm in the building was not adjusted off. Denise in our accounting department last corresponded with you on this charge Monday, December 29th. She 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 have just received another Marriott Guest Service concern requesting a refund of the $250 smoking fee. I understand this is an update and change from your BBB requested amount. I will process this request today through Denise in Accounting to ensure your satisfaction.

I hope this clarifies your concern and answers any questions.   

Warm Regards,

Mark B****** | General Manager

Macon Marriott City Center Hotel

Consumer Response:

[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: ********

I am rejecting this response because Mr. B****** has yet to credit back the $250 to my **** credit card.  My experience with this facility  is that they do not follow  through on their commitments.  Therefore before I accept their response I need to see the $250 credit on my card.  Also, Mr . B****** needs to acknowledge that I have NOT received the engineering report he keeps claiming his employee sent me.   Why has he not sent it to me? If he really wanted me to see it, I would have thought he would have taken the initiative to send it to me.  The bottom line, no one in our group smoked in the room.


Regards,

*** ***








1/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I stayed at the *********** Hotel in ***** from November 6- November 12. When I checked out, I noticed the hotel had charged me $4.50 for a bottle of water which I never used or opened. I discussed this issue with the front desk and they instructed me that they would refund my $4.50. As I got my bank statements for November a couple of weeks ago, I noticed that there was a charge of $4.50 on November 10 yet no refund. I emailed the customer support page on Marriott.com and received an Email from Lorraine D*** stating the $4.50 had been returned to my bank account (she emailed me a piece of paper which showed the $4.50 was supposed to be refunded a few days later.) I went to my bank to double check that it was never returned and my bank assured me, the $4.50 had been charged to my account and was NEVER returned. I emailed Lorraine D*** back to state the refund had never made its way back to my bank account; however, sadly, that Email was never returned by Ms. D***. Therefore, I emailed the Marriott.com help desk yet again to explain that I was supposed to get a $4.50 refund; however, the refund was never credited back to my bank account. A couple of days later, I received another Email from Lorraine D*** stating they had returned the $4.50 last month. When I emailed her to tell her yet again, the money was not released back to my bank account, she once again ignored my emails and never responded. I went to my bank yesterday and talked with the bank manager. They assured me the $4.50 had been charged to my account, but was NEVER credited back to my account. They recommended I file a dispute with **** for an unauthorized charge. However, I will have to close my bank account out and get new credit cards if I go this route. Make no mistake about it, I will do this before I let Marriott steal $4.50 from me, but I was hopeful, I could get the refund from Marriott without having to go down this route.

Desired Settlement: I want the $4.50 which was stolen from me by Marriott returned to my bank account.

Business Response: Fwd: *********** ***** Resort & Casino - (BBB: consumer complaint #********)
Inbox


BBB of Metro Washington DC
AttachmentsJan 6 (9 days ago)

to me 
---------- Forwarded message ----------
From: Lorraine D*** <*****@****************.com>
Date: Tue, Jan 6, 2015 at 1:12 PM
Subject: *********** ***** Resort & Casino - (BBB: consumer complaint #********)
To: info@mybbb.org, *********************


Dear *** *****, 

Thank you for contacting us with your concern. 

Please find attached 2 folio's: 

Folio #1 - states the amount charged and immediately reversed on the day of departure, this total US$1.275,76 includes the bottle of ***. 


Folio #2 - states all the charges you made to your room while on property excluding the bottle of ***, which sums up to 
US$1.271,26. This is the end total charged to your credit card. 


Hope to have informed you accordingly and please do not hesitate to contact you for further assistance. 

Kind regards, 
 

LORRAINE D*** | EXECUTIVE SECRETARY
*********** ***** Resort & Casino | **** ***** **** **** Oranjestad, Aruba
T +297.523.6110  F +297.582.8731
*********** Hotels. Live Life to Discover. 
***********aruba.com I ********.com/**************** I *******.com/renaruba

 The information in this email is confidential and intended solely for the
addressee(s). Any views or opinions presented are solely those of the author and
do not necessarily represent those of ******** ***. or its subsidiaries. If you
are not the intended recipient, be advised that you have received this email in
error and that any disclosure, distribution, printing, forwarding or copying is
prohibited and may be unlawful.

Please notify the sender if you have received this email in error.
******** ***. and subsidiaries are not liable for the proper and complete
transmission of the information contained in this communication, or for any delay
in its receipt
2 Attachments

 

BBB of Metro Washington DC
Jan 7 (8 days ago)

to me 
---------- Forwarded message ----------
From: Lorraine D*** <*****@aruba***********.com>
Date: Wed, Jan 7, 2015 at 9:11 AM
Subject: Re: *********** ***** Resort & Casino - (BBB: consumer complaint #********)
To: ***** ***** <*********************>, info@mybbb.org
Cc: Lisa T********** <************@aruba***********.com>, ** ******* <********@aruba***********.com>, Paul G***** <*******@aruba***********.com>, Zulaika B******** <**********@aruba***********.com>


Dear *** *****, 

Please allow me to send this to our Accounting department - Lisa T**********. 

Lisa, 
Can you look into details on the charges made to his credit card on November 10. 

Thank you, 


LORRAINE D*** | EXECUTIVE SECRETARY
*********** ***** Resort & Casino | **** ***** **** ***, Oranjestad, Aruba
T +************  F +************
*********** Hotels. Live Life to Discover. 
***********aruba.com I ********.com/**************** I *******.com/renaruba




From:        ***** ***** <*********************> 
To:        Lorraine D*** <*****@aruba***********.com> 
Cc:        info@mybbb.org 
Date:        01/07/2015 12:06 AM 
Subject:        Re: *********** ***** Resort & Casino - (BBB: consumer complaint #********) 



THIS IS INCORRECT.  Sadly this will be the third time I've Emailed you about this situation.  You have ignored my first two Emails.  I sincerely hope you read this Email and respond.  I have TWO charges on my credit card.  One charge was processed on 11/14/2014 and was for $1,271.26.  This charge is correct.  I have no issue with this charge.  Another charge was processed on 11-10-2014 and was for $4.50.  THIS CHARGE WAS NEVER RETURNED.  I did not use the bottle of water and I was charged for it.  THIS IS THEFT.  IT WAS NEVER RETURNED TO ME.  I'll summarize below:

Charge processed on my credit card for 11-10-2014  - $4.50 
Charged Processed on my credit card for 11-14-2014- $1,271.26 
Total Charged Processed on my credit card for trip - $1,275.76

I went to speak to my bank and they confirmed that the $4.50 which was charged on 11-10-2014 was never returned.  They told me to get it back through them, I would need to dispute the charge through ****.  However, if I do this, I'll have to cancel all my credit cards and get new cards.  I would prefer for you to give me back the money that is rightfully mine.  You can Email me those folios from now to the end of eternity, but my bank statements show that you STOLE $4.50 from me.  If you don't believe me, I will fax my bank statements to the better business bureau (I will redact my personal information and other charges of course).  I beg of you, please understand what I'm saying and please respond to my Email for once.

Sincerely,

***** *****


BBB of Metro Washington DC
Jan 7 (8 days ago)

to me 


BBB of Metro Washington DC
Jan 8 (7 days ago)

to me 
---------- Forwarded message ----------
From: Lorraine D*** <*****@aruba***********.com>
Date: Wed, Jan 7, 2015 at 11:12 AM
Subject: Re: *********** ***** Resort & Casino - (BBB: consumer complaint #********)
To: ***** ***** <*********************>
Cc: info@mybbb.org


*** *****, 

We will process the refund, please allow us 5-10 business days for this to reflect on your account. 

Hope to have informed accordingly. 

Kind regards,

LORRAINE D*** | EXECUTIVE SECRETARY
*********** ***** Resort & Casino | **** ***** **** ***, Oranjestad, Aruba
T +************  F +************
*********** Hotels. Live Life to Discover. 
***********aruba.com I ********.com/**************** I *******.com/renaruba




From:        ***** ***** <*********************> 
To:        Lorraine D*** <*****@aruba***********.com> 
Cc:        info@mybbb.org 
Date:        01/07/2015 12:06 AM 
Subject:        Re: *********** ***** Resort & Casino - (BBB: consumer complaint #********) 


BBB of Metro Washington DC
Jan 9 (6 days ago)

to me 
---------- Forwarded message ----------
From: Lisa T********** <************@aruba***********.com>
Date: Thu, Jan 8, 2015 at 4:00 PM
Subject: Re: *********** ***** Resort & Casino - (BBB: consumer complaint #********)
To: ***** ***** <*********************>, info@mybbb.org

Dear ** *****, 

Please be advised that i can't find the charge of $4.50 can you please send me a copy of your statement showing the $4.50 in order to check what the charge is. 

***iting your soon response in order to assist. 

Regards,
LISA T********** | CREDIT MANAGER 
*********** ***** Resort & Casino | **** ***** **** ***, Oranjestad, Aruba
T +************  F +************
*********** Hotels. Live Life to Discover. 
       ***********aruba.com I ********.com/**************** I *******.com/renaruba




From:        Lorraine D***/Aruba***********/******** 
To:        ***** ***** <*********************>, info@mybbb.org, 
Cc:        Lisa T**********/*******/********@********, ** *******/*******/********@********, Paul G*****/*******/********@********, Zulaika B********/Aruba***********/********@******** 
Date:        01/07/2015 10:11 AM


BBB of Metro Washington DC
Jan 12 (3 days ago)

to me 
---------- Forwarded message ----------
From: ***** ***** <*********************>
Date: Sat, Jan 10, 2015 at 3:11 AM
Subject: Re: *********** ***** Resort & Casino - (BBB: consumer complaint #********)
To: Lisa T********** <************@aruba***********.com>
Cc: info@mybbb.org


Sure, my home scanner is not working so I will either scan or fax it to you from my job next Tuesday.  Do you have a fax number I could use?


BBB of Metro Washington DC
AttachmentsJan 12 (3 days ago)

to me 
---------- Forwarded message ----------
From: Lisa T********** <************@aruba***********.com>
Date: Mon, Jan 12, 2015 at 8:04 AM
Subject: Re: *********** ***** Resort & Casino - (BBB: consumer complaint #********)
To: ***** ***** <*********************>
Cc: info@mybbb.org, Lorraine D*** <ld***@aruba***********.com>


Dear ** *****, 

Please find attached copy of the charge of $4.50 with your signature approving this ********* charge. 

If you need any additional information please let me know. 

Regards, 

LISA T********** | CREDIT MANAGER 
*********** ***** Resort & Casino | **** ***** **** ***, Oranjestad, Aruba
T +************  F +************
*********** Hotels. Live Life to Discover. 
       ***********aruba.com I ********.com/**************** I *******.com/renaruba




From:        ***** ***** <*********************> 
To:        Lisa T********** <************@aruba***********.com>, 
Cc:        info@mybbb.org 
Date:        01/12/2015 03:38 AM 
Subject:        Re: *********** ***** Resort & Casino - (BBB: consumer complaint #********) 

Here is a copy of the charge.  The first page shows the transactions between myself and the *********** Hotel.  Obviously, I have redacted all of my banking numbers and other charges to protect my privacy.  The second page is the detail of the $4.50 charge with FI reference number listed as well. 

***iting your soon response, 

James 
[attachment "ArubaOvercharge.pdf" deleted by Lisa T**********/*******/********]

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BBB of Metro Washington DC
Jan 12 (3 days ago)

to me 
---------- Forwarded message ----------
From: Lisa T********** <************@aruba***********.com>
Date: Mon, Jan 12, 2015 at 7:31 AM
Subject: Re: *********** ***** Resort & Casino - (BBB: consumer complaint #********)
To: ***** ***** <*********************>
Cc: info@mybbb.org


Yes Fax number *****************
LISA T********** | CREDIT MANAGER 
*********** ***** Resort & Casino | L.G. Smith Blvd #82, Oranjestad, Aruba
T +************  F +************
*********** Hotels. Live Life to Discover. 
       ***********aruba.com I ********.com/**************** I *******.com/renaruba

From:        ***** ***** <*********************> 
To:        Lisa T********** <************@aruba***********.com>, 
Cc:        info@mybbb.org 
Date:        01/10/2015 04:12 AM

BBB of Metro Washington DC
AttachmentsJan 12 (3 days ago)

to me 

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Consumer Response: [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 ********, and find that this resolution is satisfactory to me. 

Regards,

***** *****

1/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: my stay has been a very detrimental experience and I will be sure to share my experience with my social media base fans, as an CONSUMER. The is my fourth letter of concern and horrible experience, regarding Residence Inn North Little Rock, Arkansas. With many attempts to reach out to Marriott as a company to voice my concerns. I feel, I have been brutalize. The fact that I voiced my concerns of the atrocious events going on at this location within the nine months, I was a resident at this location. The fact that I was on business while there, I requested to have my team to be relocated to another facility, after not getting any feedback from management. The fact that I was contacted by Marriott Corporation Representative, in regards to my personal Platinum Elite Account, I question if she would be looking in to my personal Consumer Complaint as well regarding my stay at Residence Inn. After advising me she would look into my concerns, I gave her details and a copy of my formal complaint, which was brought to the management staff. With confidence as a "MR. MARRIOTT" Representative, she will have more RESPECT, and INTEGRITY, only to find that she would prevaricate to protect the staff at this location. My Original Formal letter was sent out on 11/13/14 to my travel coordinator in which shared with the management staff of this location. On 11/19/14, after hearing NO CORRESPONDENCE, I requested a follow up and or relocation notice status. On 11/19/14, I received a reply from my coordinator states:"Hello *******, I did receive your email advising you would wait for our response. My apologies for the delay, but I've not responded because I have no further finite information with which to provide you. We did voice your concerns to the hotel in hopes they would be alleviated to some degree while we did our research. We are in the process of finalizing a determination for the group. That information will be communicated to you shortly. Thank you for your patience." Which she did follow up and advise we would be relocating as of 11/22/14. Which at the point I was content with the judgment call and request made from my employer. Despite the effortless response I received from Marriott Management team. With this sitting unease with me as a consumer, I voice my concerns, so that Marriott is aware of all the unprofessional, unsanitary, and criminal activity going on. As a consumer I am VERY OUTRGED of the Levels of escalations, I have had to take in order for Marriott to take these matters SERIOUS. After being MOCKED, called a LIAR, and told there is NOTHING MORE THEY PLAN TO DO for me, was VERY EXCRUCIATING. Mentally I felt I was being attacked for voicing my concerns. Not only was I being mock by Marriott Staff I received a call from my employer stating they received a call on 12/09/14, that "Candance M*****" called and regarding my concerns, after clearly being advised this is an none work related complaint. It HAD NOTHING TO DO WITH MY EMPLOYER, OR MY COLOEAGUES. The fact that I went to "Sara T******** "after ATTEMPTING TO RESOLVE MY CONCERNS with "Candance M*****" advising her of my SEVEN minute conversation in which she clearly shown signs of ignorance, unprofessionalism, and is a compulsive liar. I refuse to hear, or deal with her and the mockery she has shown to me as a MANAGEMENT lead. In retaliation "Candance M*****" CONTACTED my employer with intend to have me FIRED, due to I stated Her words no longer have value with me as a consumer. The way I was TREATED, I feel NO ONE, should be treated so DISRESPECTFULLY, as a CONSULANT AND AUTHOR, I spend a minimum of three months in hotels in which are Marriott owned and NEVER had I've been so disrespected as person! For "Candance M***** to ATTEMPT to Slender my name,and "Sara T********" to devalue my words and not even attempt to research the words of what I advised, I have lost FAITH in this company! I feel as if I have been VICTIMIZED, the matters I have brought to your c

Desired Settlement: This location is on the property of a Hospital in which many people families and Doctors are staying to be close to their sick love one, In which I feel will be very UNHAPPY to find out that this location have BED BUGS, ANIMAL FECES, and CRIMINAL ACTIVITY such as STEALING OF PAIN MEDICATION. This is UNACCEPTABLE! As a consumer I have the right to voice my concerns, after MANY attempts to have Marriott review these matters, I feel I MUST voice them to the people,. THE CONSUMERS! I have reviewed

Business Response:

Copy of email sent to guest:

From: T********, Sara
Sent: Wednesday, December 17, 2014 9:15 AM
To: '**********************'
Subject: Marriott Follow up

Good Morning, *** ****:

Thanks for contacting the Better Business Bureau about your group’s experience at the Little Rock North Residence Inn. I appreciate this additional opportunity to respond.

When I contacted you regarding the frustration you expressed to the Better Business Bureau about your experience with our Marriott Rewards representatives, you also inquired about the status of your complaint with the Little Rock North Residence Inn. I subsequently learned your concerns about your hotel stay were reported directly to your company. In response, your company contacted General Manager Candace M*******. In order to address the issues raised by your group, your entire team was relocated to the Little Rock Downtown Residence Inn. Candace did not contact you personally because your company’s Lead Coordinator asked to be the hotel’s sole point of contact.

After I received your inquiry about the Little Rock North Residence Inn, I also reached out to Candace. Per your company’s request, Candace contacted your company’s Lead Coordinator. Candace was again informed the Lead Coordinator should remain the sole point of contact between your group, Marriott and the hotel. I understand this is not the response you were hoping for but since your stay at the hotel was initiated and paid for by your company, we must honor their request.

*** ****, I am very sorry for your continuing frustration surrounding your experience at the Little Rock North Residence Inn. We also regret the telephone call you received from Candace only increased your frustration. This was never our intention. Thank you again for your comments.

Warm Regards,


Sara T********


Sara T********
Corporate Liaison
Mr. Marriott’s Office

Marriott Confidential and Proprietary

This communication contains information from Marriott International, Inc. that may be confidential. Except 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 it. If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law.

 

Consumer Response: [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: ********

I am rejecting this response because:
This response is very Unacceptable.  The fact that the email is conflicting to the last response I received from this company,  from this same individual. I feel as if my concerns are being dismissed again, with no research effort due to she was the original representative I address my concerns too. I am not satisfied with this reply without document from them showing they reach out and was told not to contact me, documents stating that reviews my original letter  which was separate from my colleagues group complaint. Not just third party details from unreliable sources. Until we are able to come to some sort of medium,  I will continue to voice my concerns.

Regards,

******* ****








Consumer Response: [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: ********

I am rejecting this response because:
Because it is still unacceptable.... Marriott still have fail to give me customer satisfaction. No one still can tell me what was on my letter nor can anyone provide me with proof of reason why they are unable to address my concerns. I will continue to share on my Social media pages how horribly. I have been treat as an consumer.

Regards,

******* ****








Business Response: Dear ****** ********,


Thank you for speaking with me today.  Marriott International stands behind our previous replies.

Thank you,
Marriott International

1/7/2015 Billing/Collection Issues
1/4/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Hello, 6 weeks ago I received an email from a contractor that had an offer to upgrade to Marriott platinum elite status. I clicked the link and it had marriott.com in the url bar so I knew it was legitimate. There was nothing in the email that told me requirements to do this offer. It simply had a sheet to fill out my name, address, credit card number to sign up for platinum rewards. It offered immediate upgrade. A day later I got this email.... Welcome to the Platinum Elite Experience **********, your account number is *********. It will be ready for use in 24 hours. You now have it all with the highest level of Marriott Rewards.® Think easier travel and luxury perks – premium rooms, expert concierges, breakfast in the Executive Lounge. And you'll earn rewards for free nights with every stay. To get the most from your membership, we encourage you to stay opted-in for email. We'll keep you posted on news for ********® members, special offers and tips on maximizing your earnings. You'll also receive benefits details by postal mail. Finally, thank you for joining Marriott Rewards. Enjoy your upgrade to Platinum Elite status – and experience travel like never before. Sincerely, Your Marriott Rewards Team PLATINUM PERKS Room upgrade Concierge Lounge access/breakfast Platinum arrival gift Free Internet 50% bonus on points Priority late checkout 48-hour guaranteed availability See all benefits There was no indication of having to do anything except enjoy those benefits after. I book. Fast forward to 12/17/19. I booked a two night stay at Marriott Manhattan beach. I used the same login information from my platinum account, and credit card I initially used to sign up to book it. Today I received this email.... ------Dear **********, We're writing to let you know that you registered for a Platinum Elite program designed exclusively for a specific audience. Therefore, your status will be adjusted to basic membership. Although you will no longer receive Platinum Elite benefits, you will continue to enjoy advantages such as free mobile check-in and customized stays. For an overview, visit MarriottRewards.com/Benefits. If you believe that you are eligible for this offer, please contact your employers travel department to discuss. Our thanks for choosing Marriott® for your travels and we look forward to welcoming you on your next stay. Sincerely, Your Marriott Rewards Guest Services Team----- I called the Marriott rewards center to put in a formal complaint so that someone would get back to me from Marriott. They refused to do the complaint and told me that the problem is fixed. I told them the problem is not fixed, and that they are practicing bad business. I said I understand that it was intended for a specific group but that 1. It is bad business practice in this situation 2. This could be considered bait and switch. You send out a mass of upgrades this this level, and some percentage(such as myself) book stays because they were upgraded. Then you tell them the offer is not good. 3. It is worse to not give the customer the deal, as I probably will not stay at Marriott again because of the issue 4. There was no specificity in the signup email that said you had to be with any group or company. It simply had a sheet to fill out to upgrade. If you as a company wanted to retract the offer, there surely would have been a space for workplace, employee number, workplace email; so that you could verify people qualified for this offer, or made it look like, to the customer that you were catering to a specific group. In this specific circumstances it is Marriotts inability to make a clear and concise terms of employment or group on the sign up page that leads me to ask for the offer to be reinstated. Thank you, ********** *****

Desired Settlement: To get the offered agreement

Business Response:

Apologized to guest for the concern this offer has caused.  Advised this was an offer for new hire ******** employees.  Explained the link forwarded to him was not the Marriott link advising of the terms and conditions

As a onetime gesture of goodwill advised guest Marriott has upgraded his account to reflect Platinum Elite through January 31, 2016.

Marriott Rewards

1/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am writing this letter in regards to the Courtyard By Marriott at **** ************* **** Hapeville, GA *****. The reason I am writing this letter is to inform the bureau that the hotel is infested with bedbugs and they are selling rooms to guest and the guest are not aware of the bedbugs and nor does the housekeeping supervisor and management about the problems. I use to work there as a housekeeper but I quit because only working eight days and the housekeeping supervisor had a real nasty attitude that I didn't like she, just to some everything up I do have pictures and videos of the hotel with bedbugs in them that I am willing to show the bureau as of eivdence that this is true and its still happening to this very day you could please contact me at ###-###-#### ask for ***.

Desired Settlement: DesiredSettlementID: Replacement Mangament and Supervisors need to be replace because they do not care about there job and how it affects people and employees

12/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 12/11/14, I along with a group of students from ***** ***** Community College, went to Marriott to celebrate our graduation from nursing school. Prior to our graduation ceremony at **** Auditorium, we decided to celebrate our accomplishment by sharing a drink together. We went to the bar at the establishment on *** ** ******** *** and the bartender who was identified later as Andrew, did not acknowledge our presents, he did not greet us. Initially I thought he was busy, but as he continued to serve customers that were their prior to our arrival, 15 minutes of waiting and Andrew still did not acknowledge our presents, which was a group of 10 women. Another large group of ladies who came in at a different time called the bartender by his name and he smiled and greeted those ladies. I did not want to jump to any conclusions, but our group was a diverse group of African American Women and Caucasian Women and the group that he greeted with a big smile was a group of only Caucasian Women. I know that Marriott prides themselves in hiring high quality employees that would never treat customers different based off of the color of their skin. Andrew came over to take my drink order, he still did not greet me, nor smiled, and he appeared bothered that he had to serve us, he continued with his unprofessional demeanor and I informed Andrew that I would like a chocolate martini. I attempted to engage Andrew in conversation and asked him why he was not smiling and he replied by stating that it is busy and he was stressed. I could understand. As I he completed my drink order, I spoke to my classmate ***** and asked her if she was going to tip the bartender. I was not aware that Andrew was listening to my conversation because he was filling other orders and he had not acknowledge us for at least 15 minutes prior to taking our orders and he was not interested in providing us service to begin with. While ***** was answering my question, Andrew stated to me 'so you are not going to tip me' I replied 'I tip friendly bartenders, you failed to acknowledge us, you did not smile nor greet us, why would I tip you.' Andrew then stated 'ok then well leave.' I asked Andrew who his manager was and he stated that he was the manager, I was appalled that Marriott would hire him as a manager, I have experienced several other Marriott chains and I have never experienced the service that I received on that day. I asked Andrew who he answered to and he would not provide me that information. I then asked Andrew if he owned the Marriott that I was in and he said that the owners are somewhere in Utah. I purchased my drink and went to the front desk to obtain the information that Andrew refused to provide to me. I was informed by the front desk staff that Micki was Andrew's manager and she apologized for the treatment that I received and she stated that his behavior in no way reflects their company. The front desk staff's apology and pleasant demeanor is the normal type of service that I was use to receiving from all the Marriott's that I conducted business at. Myself and my fellow student nurses enjoyed our drinks and decided to get one last round before we headed back for our graduation ceremony and Andrew once again failed to acknowledge our presents and he walked away from the bar. I was embarrassed and treated as if my business did not matter. I have 10 witnesses that can attest to the horrible service that we received on our day of graduation. I had reservations at Mela's that I cancelled, even after I heard great things about the food, and I refused to spend any more money in an establishment that has Andrew as a "manager" someone felt Andrew had great qualities that made him a manger. I was not aware that tipping a bartender was a requirement for Marriott, I tip my all service staff-well, but they have to provide good customer service to receive any additional money outside of the product that I purchased. I will communicate my frustrations about the service that I received from Andrew through Social Media and to friends and family in hopes that Marriott will not allow their customers to be treated with such disrespectful behavior from apart of their management team. I would also like to mention that he did not ID me nor any of the women in our group, I can only imagine the liability of serving alcohol to an under age customer. He should not have assumed as a manager that everyone he serviced alcohol to that night was 21 or older. That is liability to Marriott isn't it? I would think Marriott trained all their management staff to request identification prior to serving them alcohol.

Desired Settlement: I would like for Andrew to receive training on how to be a manager, on how to greet customers when they arrive in their establishment, on stress management and diversity training, I am an African American women and the perception that my business was not welcome can be extremely offensive. I am not from the Springfield area and I was only visiting the area because I was graduating from nursing school. I think that Andrew should not be apart of Marriott's Management Team because if he treated me and the group of women that I was with this way, I can only imagine how many other customers and/or staff he has treated in a condescending way. I will continue expressing my frustrations about the service that I received from Marriott's Management Team until Andrew is educated on his lack of customer service and/or terminate.e

Business Response:

Associate counseled on customer service skills and how to handle situations under pressure. As a good will gesture, hotel General Manager offered to have *** ***** return to the hotel and would take care of the charges.

Consumer Response: [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: ********

I am rejecting this response because:
I do not live in the Springfield, OH area and Becky offered for me to come back to their establishment to be mistreated again by Andy. I informed Becky that I cannot return to a place of business that justifies Andy's behavior telling a customer to leave because I did not tip him for horrible service. Becky didn't offer to refund any charges to my credit card for the drink that I purchased. Becky is being dishonest just like I doubt if she 'counseled' Andy on Marriot's policy. Now I have to make sure Andy did not provide himself a tip, waiting for this charge to process on my credt card. Becky is not being honest with our conversation. 

Regards,

******* *****








Business Response:

We have rebated the charge for the one drink purchased. The total was $8.00 plus $0.58 tax, total $8.58 and no tip was added. We are pleased to know under the circumstances we have made reasonable attempts to provide resolution and do consider this issue closed.

12/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Absolute Unpleasant Experience. Incredible Lack of Communication Skills & Professionalism. Very Disrespectful Staff. I made reservation for November 7th, 2014 at the Renaissance Raleigh North Hills Hotel located on **** **** ** ***** ***** ** in Raleigh, NC *****. The reservation was for artists scheduled to perform a show the night of November 7th. Our Confirmation number was ********. Our reservation details are as follow: Check in date; Friday, November 7th, 2014 Check out Date: Saturday, November 8th, 2014. We agreed to pay a total amount of $740.77 for 3 rooms, including $27.92 for taxes and other fees. We checked in and everything seemed to be fine until it was time for the guests to leave for their performance. A gentleman whom was a hotel employee came up to one of the rooms with a very nasty, rude & disrespectful attitude & tone telling us that there had been a noise complaint. We politely apologized & explained we were leaving to the show. He threatened to involve police for no reason & was very interrogative. The guests expressed they felt disrespected & racially profiled and discriminated. We accepted we needed to quiet down and quietly left for the performance. When we returned to the Hotel around 4 A.M. to drop off the guests things took a complete different turn. As we were exiting the lobby the same gentlemen stopped us and told us we had to leave immediately due to another noise complaint. He was very rude and loud & his body language demonstrated that he was ready to act aggressive or violently. We asked him to calm down & explained that the guests were packing their bags because they had a 6AM return flight. He raised his voice repeating: "NO YOU ARE GOING UPSTAIRS AND ARE LEAVING RIGHT NOW". We went ahead upstairs and explained to the guests that they had to exit with us. He began to agitate himself and followed us to make sure we didn't "trash HIS rooms". We never refused to leave yet he involved the Police, whom sent 3 Cars a total of 4 officers, plus the 2 Securities. That is a total of 7 people for a simple situation. When later speaking with the Manager of the Hotel she explained that the Policy was that 1 warning is given, and the 2nd incident we are asked to leave and if we don't cooperate the Police is involved. The Police was already involved before we were even informed of the second noise complaint. We calmly asked the guests to finish packing and leave. Reviewing our Bank statement we received a total of 3 charges. 1 for $525.96, and 2 for $249.13 which totals to $1,024.22 not $740.77. We called our bank to dispute the difference between the $525.96 and the $263.12 which is the $249.13 + the $13.99 Internet Upgrade the guest used. The disputed amount was $262.84. Bank told us to contact the the hotel regarding this. We did and spoke with Ann N***** whom was also quite disrespectful, she even laughed at me during the call. She said that the charge was for a smoking fee. We first confirmed if the guests did or did not smoke in the rooms, then returned the call and confirmed that there was not any smoking in any of the rooms. She stated they have photos of tobacco and ashes in the room but refuse to show us the photos or provide evidence proving what time they were taken and that they were in fact taken inside the rooms we occupied. When we questioned that, she offered to pull something she called a 'full lock report' which would show who entered the rooms and at what time. This would be useless because the gentleman would not let us close the doors behind us, and he pulled the Swing Bar lock in front of the doors preventing them from closing. We believe he did this purposely with the intentions of placing the Tobacco and or ashes himself then taking the pictures. The police officers checked the rooms and said we were clear to go and that there was no problem. This was the upmost unpleasant experience in our lives. We are highly disappointed in the lack of professionalism, humanism, respect,

Desired Settlement: We are not willing to pay the smoking fee and will take legal actions regarding this matter.

Business Response:

Mr. Marriott's office has spoken with Richard R***, General Manager.

 

Standard protocol was followed when you and your group were asked to leave due to the noise complaints the front desk received.

 

Marriott is a smoking free hotel and has pictures of the smoking evidence in the rooms reserved.  You were correctly assessed a $250.00 smoking fee.  Please feel free go through Chase if would still like to dispute the smoking charge.  The hotel will provide Chase with the evidence they have. 

 The hotel will not be refunding the $250.00 smoking fee.

 

12/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been staying at the Palm Beach Gardens Marriott at **** *** ********* **** ***** *******, West Palm Beach, FL for the past several weeks. Every time, there is some problem or another with the room; either the television does not work or a microwave is placed in the room but not connected to a power source. Recently, I was put in a room where there was no heating. When I asked whether there was a room heater, there was none. I am not sure how a hotel of this size serving so many guests can expect to put people in rooms that do not heat, in the winter, without notifying them in advance. I have been traveling for the past 10 years and this is the first time I have stayed in such a room. Sometimes, room heaters are turned off in different seasons; but a room heater is always available since each individual have different heat sensitivity. I was also surprised at the attitude of the front desk clerk regarding this; just matter of fact, no apology. Every week before I come I call in advance to ensure that a proper room is available. It never occurred to me to tell them that I must get a room that is heat enabled !! One usually takes these things for granted in this country. Normally, other hotels that I have stayed in, note the preferences of frequent travelers, without them having to call in every time. Marriot has also not been crediting my account with the expected number of points on my stays. I have tried to contact Marriot customer service several times regarding these issues, but it seems to have fallen on deaf ears.

Desired Settlement: I want to be appropriately compensated for the 3 nights that I was in a room without any heat. Also, in general I want Marriot to credit my account with the right number of points, for every stay.

Business Response:

From: M****, Fletcher
Sent: Friday, December 05, 2014 3:24 PM
To: *****************
Subject: *** ********** - Your Recent Stay at Marriott Palm Beach Gardens

Good afternoon *** **********,

Mr. Marriott has requested I respond on his behalf to the issues that you had with the heat in your room during a recent stay at Marriott Palm Beach Gardens.  I sincerely apologize for the discomfort you experienced because of the heat not working properly during one of your pervious stays with us.  I did take the opportunity to look into the matter and found that our Guest Services Manager, Eric S******, did reach out to you on your first night when we were notified of the problem and offered you alternate accommodations by moving you to another room.  For reasons of your own, you did decline to change rooms.  After you contacted Customer Care, the hotel’s Front Office Manager, Shelley G******, responded to your note, apologized and offered 10,000 Marriott Rewards Points.  You respectfully declined Ms. G******’s offer, intimating that you were looking for different compensation.  On your next visit to the hotel we upgraded your accommodations to a suite to further demonstrate our remorse. 

*** ********** we value you as a loyal member of Marriott’s reward program and as a frequent guest of this hotel.  I am deeply sorry for the inconvenience you suffered and would like to offer you 20,000 Marriott Rewards points, equivalent to one free night at this hotel.  Thank you again for your patronage and I look forward to welcoming you back on Monday, December 8, 2014.

Should you have any further questions for concerns, please feel free to contact me at the above email address or directly in my office at ###-###-####.  Have a great weekend and happy holidays,

In Hospitality,

Fletcher *. M****

General Manager
Marriott Palm Beach Gardens
**** *** **** | Palm Beach Gardens, FL | *****

T: ###-###-#### | F: ###-###-####

**************@marriott.com

www.marriott.com/PBIPG

12/16/2014 Problems with Product/Service | Complaint Details Unavailable
12/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Since September/2014 I have been contacting Marriott Rewards via phone and e-mail regarding the posting of the points not credited to my Marriott Rewards account. I checked in on 9-10-14 and checked out 9-11-14. During my communications with Marriott's customer service I mentioned that I always have the same issues when staying at this hotel. On 10-14-14 I provided Marriott's Internet Correspondence S. /Marriott Rewards Services, Mr. William V. a screen print of my original reservation containing the reservation details corresponding to the missing stay. He replied on 10-17-14 indicating he was going to contact the hotel and address this matter. It has been 1 month since the last communication and I have not heard from anyone and the missing stay points have not been credited to my Marriott Rewards Account submitted duirng the reservation and also when I submitted the missng stay requests.

Desired Settlement: I expect Marriott to credit the points/missing stay as established by the Marriot Rewards Program, an apology and also address this issue at the local hotel, which is the only one that I always have the same issue.

Business Response:

From: C******, Candice
Sent: Tuesday, December 02, 2014 10:19 AM
To: *******************'
Subject: Your Better Business Bureau submission regarding your missing stay posting for the Courtyard ********* *** ********

Dear *** *****,

Thank you for your submission to the Better Business Bureau regarding the difficulty you have experienced in having your stays at the Courtyard ********* San Jeronimo successfully post to your Marriott Rewards account.  I have left 2 voice mails for you at the number on your account, but wanted to email as well to ensure you receive a response to your concerns.

Please accept our sincere apologies for the difficulty and frustration you have experienced in trying to obtain credit for your past stay.  As per my voicemail, I can confirm that the stay you specifically mentioned at the Courtyard ********* was posted to your account on November 18, 2014.  Also, as offered in the messages I left on your voicemail, I would be more than happy to work with you to ensure future stays at this property post to your account in a correct and timely manner.  In addition, as a gesture of goodwill for your frustration, I have credited your Marriott Rewards account with 5000 Marriott Rewards points.

We appreciate the opportunity to respond to your concerns and look forward to serving your future lodging needs.

Sincerely,

Candice C******

Corporate Liaison

Mr. Marriott’s Office   

*****************@marriott.com

12/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently went to Atlanta for a job fair through the college that I am attending. I brought two suits with me. When I arrived, I immediately plugged in the iron and put the dial to "silk". When I touched the iron to my pants it immediately melted a hole in them. I have ironed quite a bit from being in the Army for ten years. Never have I seen an iron get hot enough to burn a hole through clothing that quickly.

Desired Settlement: DesiredSettlementID: Refund Replace the cost of my suit. It was $200 USD.

12/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a platinum b elite member of marriott brewers which I called to get an up date on my rewards point. The way I was treated today was very unprofessional. I was on a call for 45 minutes due to ignorant representatives. I currently work in in a customer field therefore I'm properly trained on how to take customers calls. When I contact marriott I spoke to a total of 5 people in 45 minutes. One which was a supervisor of the name josh. Before Josh I spoke to David which was very helpful and apologetic. The fact that he did acknowledge my issue and didn't just connect me to the que I thanked him. The fact that everyone before which was 3 representative, whom all placed me on hold and never returned. Not only did they place me on hold , connecting me to the que they did not note my account therefore no one seem to show showing called. Which I find very hard to believe some one could access my personal account yet leave no footprint of them going in my account. This I find very scary. That fact that my personal information can be viewed and missed used and marriott would not even know it. My company have spent over $20,000 per person in the last 9 months, which I may add we have a total of 15 people contracting. For me self or anyone else whom spends money with your company to be treated as if they are not valued is very inappropriate. The fact that I was more than one representative which acted unprofessional I really feel this is an company training issue. These people are the first point of contact and there customers service skills are very poor. If it was up to me I would terminate this current lease and relocate to a Hilton. Rates or not if your customers service quality is not satisfaction then you don't deserve my business or monies.

Desired Settlement: I wish to have better customer representative and a reason to not tell my friends and family how poorly I was treated. I wish to have my point added to my account so that I can use them and credit more points for my inconvenience. I also need to know my personal information is secure with your company.

Business Response:

We have contacted the guest via email to apologize and reassure her about the security of her personal information and our stay posting process.  We have also added 20,000 Marriott Rewards points to the customer’s account.

-        Sara T********, Liaison, Mr. Marriott’s Office

Consumer Response: [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 ********, and find that this resolution is satisfactory to me. 

Regards,

******* ****

12/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I stayed at this Marriott location on 10/31/2014-11/01/2014 checking out 11/02/2014. Upon checking out I realized that there was a $250 fee charged to the room, I called to see exactly what this charge was for and was informed it was for smoking on the patio of our hotel room. To put it simply, this is a lie, nobody was smoking on my hotel patio that I know of. My wife and I are non-smokers. When I inquired with the hotel manager she said that I was warned three times by security for smoking, once again this is completely false. I was talked to by security for noise on a couple of occasions as I had a blue tooth speaker in the room. I believe the security officer(s) were annoyed with me for having to return, and this is the reason for the charge. With that in mind, if the $250 was for the noise; while not being happy about it, I would not have progressed the issue. Additionally, the manager told me when I spoke with her that she would have removed the charge if I was more courteous on the phone. I was completely cordial for approximately 10 minutes until I realized that she wasn't going to help in any way and then I got upset, which is when she stated she would have removed the charge. It should be noted that we were on the first floor and our patio opened directly towards the pool. There is public access to our patio where anyone who was at the hotel could have walked up and sat down on our chairs and smoked. I realize this is unlikely, but it is more plausible then my wife or I smoking on the patio. I did take pictures of the room and patio which shows no signs of smoking and clearly illustrated public access to the patio. I have already disputed the charge with my credit card company once. I submitted another one today about the same transaction.

Desired Settlement: I would like a refund of $250 on my credit card and an apology from the hotel.

Business Response:

November 26, 2014

Dear *** ******,

Thank you for sharing your additional feedback. Please accept my sincere apologies for this regrettable situation escalating to this point. My Security team is quite detailed in their reporting of incidents at our resort; however, I will err on the side of goodwill and honor your request for this smoking fee to be refunded. The credit of $250 will be processed today. Please note this may take 3-5 business days to reflect back to the credit card on file.

Sincerely,
Jim S******
General Manager :

Consumer Response: d: Complaint resolved by business
Inbox


BBB of Metro Washington DC
4:48 PM (18 hours ago)

to me 
---------- Forwarded message ----------
From: ****** ****** <************************>
Date: Wed, Dec 3, 2014 at 12:28 PM
Subject: Complaint resolved by business
To: "info@mybbb.org" <info@mybbb.org>


I just wanted to let you know that my complaint # ******** was resolved by the business in question.

Thanks,

****** ******

12/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Multiple problems with this visit. Initially was charged $30 more per night than a friend for identical accommodations and dates, after contacting Marriott they said I was charged more because I booked "late" but I booked 2 months earlier than friend of mine, so was blatantly lied to; this was price adjusted but was doubly insulting that I was charged more initially and then wasn't given an honest answer as to why. 2nd issue was after check-in the lock on the room locked me out multiple times due to a faulty door lock. When I went to seek assistance I was insulted and ridiculed by a security guard for my "inappropriate attire" (I was dressed more conservatively than half the people in the lobby) - this is the biggest issue here, but by no means the last. When it's the hotel's fault that I get locked out of my room, customer service personnel should NOT be insulting the customer for seeking help. This was only the first time I was locked out of the room, the 2nd time I was locked out of the room took 30 minutes to get back in (this was when the hotel discovered that the lock was defective). And then upon checkout, attempting to get my car out of valet was a fiasco. I called to get the car pulled out as I was checking out and was told that valet was "not accepting calls" and that I'd have to go stand in line; another hour wasted. On top of all of this, during the stay, there was a neighboring guest that had an altercation that woke up multiple people on the floor (around 4am?). When I called to report this it had obviously been reported and security was on their way to deal with it but this had been going on to some extent for 2 days; it shouldn't be getting to the point where someone is literally fist-fighting in the halls for a 2nd day to resolve this. This was without a doubt the worst hotel experience I've ever had.

Desired Settlement: I'm requesting a full refund. I also request disciplinary action against the security guard who chose to insult me for being locked out of my room.

Business Response:

Hotel response to * * ****:

 

From: R********, Michael
Sent: Monday, October 20, 2014 9:53 AM
To: ********************
Subject: *** ******* Marriott

Dear *** ****,

Mr. Marriott has requested I respond on his behalf concerning your recent experience at our property. First and Foremost, I would like to apologize for the disturbances you encountered as well as our teams responsiveness to your requests. Our goal is your complete satisfaction and we are sorry that we fell short of our your, and our own, expectations.

We have shared your feedback with our Loss Prevention and Engineering teams as this certainly provides us with a great training opportunity. As for the rate differential, depending on the time of your bookings it is not untypical that our selling rate varies, similar to air fare. As a gesture of our sincerity for the rate differential and the service failures you encountered during your stay we have adjusted $150 from your final hotel folio. Please allow 3 to 5 business days for the reversal to process. If you would like to discuss your recent experience here further please do not hesitate to contact me directly.

Regards,

Mike R******** |Guest Relations Manager | *** ******* Marriott

Consumer Response: [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: ********

I am rejecting this response because:  Did not see any attached message.  I did see a $150 refund on my credit card, but refunding one night when I had problems every night I was there does not seem adequate.  I requested a full refund because I did not actually get a single night of rest in the hotel due to the various issues.


Regards,

* ****








Business Response:

Second response to guest from the *** ******* Marriott-

 

*** ****,

Once again, on behalf of Mr. S******* and the *** ******* Marriott we would like to apologize for the service failures and noise you encountered on your floor during your recent stay with us. While we appreciate your feedback you provided we do not feel further compensation is appropriate. Please accept the $150 reduction on your final folio that was provided on 10/20 as a gesture of our sincerity.

We apologize that you had not seen our previous correspondence but, if you would like to discuss your recent experience further please do not hesitate to contact me directly.

Regards,

Mike R******** |Guest Relations Manager | *** ******* Marriott

Consumer Response: [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: ********

I am rejecting this response because:  It sounds like we are at an impasse, business has only addressed 1/4 of concerns and refuses to address further.  I propose that unless Marriott wishes to re-consider, this be closed as "BBB found business made good faith effort to resolve complaint but customer not satisfied with business response"


Regards,

* ****








12/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked a reservation the week of 10/13/14 for a stay on 10/17/14 and 10/18/14. I talked to two different booking agents that confirmed that by being a new rewards member I would be charged for 1 night for my stay. After our stay when I received my receipt in which I was billed for both nights I was told that I couldn't be refunded and that I didn't have the one night price guarantee. I'm upset because 1- this was not told to me upon booking my reservation, 2- two reservationist I spoke to confirmed I was only having to pay for one night during my reservation conversation. I talked to 2 different reservationist because I lost cell service during the first call and had to call back. Both reservationist approved this amount and said it was in the notes of my stay. They also took my credit card information over the phone. We never questioned the charge when we got to the hotel because on our paper work at check in it only stated the 1 night stay fee. The person working the desk when we checked out said he couldn't give us a refund we had to call customer service. I've talked to numerous people, and finally was referred to a Mr. Marriotts office and talked with a very rude lady named Judy R****. She would not listen to what my concern was in full, she repeatedly said there was nothing she could do as the people that took the reservation made a mistake. I repeatedly said to her that, this was not my fault they need to honor what I was told when I made the reservation. Mrs. R**** says she WILL NOT do it, and there is nobody else available I can talk to. Despite the fact that I agreed for the conversation to be taped upon placing our reservation she still refuses to pull the tape. I have disputed the amount charged to my account and am now looking into any other method I can get my money back from this rip off scheme I feel was pulled on me and my family. We were not on a pleasure trip, we were only in town due to my mothers death and funeral services were held on the 17th (viewing) and 18th (funeral). I just want to warn others about how this company operates and warn them about giving their credit information to so called reservationist who supposingly can tell you anything to book a night of stay!

Desired Settlement: I want $92.80 refunded to my account which is half of what was charged since I was charged double for my stay! Which was UNAUTHORIZED!

Business Response:

October 29, 2014

Dear ***  *******:

I have been asked to respond on behalf of Marriott Rewards, and Mr. Marriott’s office. 

Please accept our sincere apologies for the frustration this experience has caused.  As explained in your conversations with Marriott associates, the Marriott Rewards program does not offer a free night upon enrollment of the program.  The terms and conditions of the program can be found at, www.marriott.com, Marriott Rewards, Terms and Conditions.  Rewards members earn points for each dollar spent when staying at a qualifying Marriott hotel.  Those rewards points are used towards future free night stays, upon availability.

Upon review of your Marriott Rewards account, it appears you were enrolled in the Dot Com Free Night Acquisition, on August 21, 2014.  I have added the terms and conditions of this promotion for your review:

Enrollment Dates
·               August 1, 2012 - Ongoing
Valid Stay Dates
·               Valid stay dates begin the date member enrolls in promotion
o             Valid stay dates are remainder of enrollment month plus 4 additional months
Promotion Offer
·               New members who complete two stays will receive free night reward
o             Reward is issued after qualifying stays post
o             Maximum of one certificate can be earned
·               Members may earn Marriott Reward points or frequent flyer miles for promotion participation
** A stay" or "qualifying stay" means all consecutive nights a Rewards Program Member
registers and personally pays and stays at any Rewards Program participating hotel, for which the room is billed to the Member.

We apologize for any misunderstanding during your conversations when making a reservation.  Marriott reservation agent’s responsibility is to find availability for a guest at a specific hotel, and advise if there is availability using Marriott Rewards certificates towards that stay.  If available the agent will then book as requested by our guests.   When you reached out to Marriott reservations the second time to confirm your reservation, this agent was able to quote to you how the reservation was booked; they were not confirming you had the necessary certificate needed to pay for one night of your two night stay.  It is the responsibility of the Marriott Rewards member to familiarize themselves with the program, and to know what they have available in their account towards free night stays. 

We regret your first experience with the Marriott Rewards program was not a positive one.  Again, we do apologize for the frustration this has caused; Marriott is unable to honor your request for a refund of one night, $92.80. 

Thank you again for taking the time to bring this to our attention.  Please be assured your business is important to us.

Marriott Customer Care

Consumer Response: [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: ********

I am rejecting this response because:

 I feel like the registration associate should have not agreed to the accommodation I asked about upon submitting my reservation. I was guaranteed a free night and was told it was placed on my account when I reserved for my stay. I didn't find out that this was not the case until I noticed my bill upon checking out. I feel like I was misled and it should not be my responsibility to be obligated to pay more money because the reservationist  made a mistake during my reservation booking. I totally disagree!


Regards,

******** *******








Consumer Response: [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: ********

I am rejecting this response because: I fell like I deserve a refund for their employees mistake. This was clearly not my fault and I should not be held responsible.


Regards,

******** *******








Business Response:

I am responding to the Better Business Bureau regarding *** *******’s second denial.

We have apologized for any misunderstanding of the Marriott Rewards program.  We have clarified the terms and conditions of the Marriott Rewards program, specific, the enrollment promotion *** ******* enrolled in on August 21, 2014.  In order to qualify for a free night stay/certificate the guest was required to stay two separate stays at a Marriott property, within four months of signing up with the program.

We feel we have come to an impasse, our decision will remain, we are unable to honor *** *******’s request for a refund.

Marriott Customer Care

 

12/1/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I applied for a Marriott ***** Credit Card and was offered a promotion of one free night when I spent more than $2000 on the card. I have spent $2900 on the card and I am trying to redeem my free night in Sydney Australia, since I am based over there. I spent nearly 2 hours on the phone speaking with Marriot staff in Malaysia and they have informed me that there is only a Group 5 and Group 8 hotel in Sydney and they are unable to redeem the free night citing that Marriott needs to make a call. No one is taking ownership for this issue and why promise a free night accommodation when they no that the hotels wont meet the requirement.

Desired Settlement: I request that I be upgraded to the Category 5 Hotel in Sydney on 22 Nov 2014 to resolve this matter and I look forward to a favourable response.

Business Response:

Reward is issued electronically 2-4 days after new credit card account has been opened

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 6 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

***** U.S. Signature & Business/Premier "Free Night" Activation Reward is Valid for one (1) free night at any category 1-4 hotel.

Thank you,

Consumer Response:

Dear BBB,

When I signed up for the card this was not stated in the sign up screen on *****.com and is a breach of advertising rights.

I am waiting for my points to be added to my account and I believe they are 70,000,

Also there is no category hotel in Australia and there should be some reasonable adjustment made by Marriott Corporation.

For example you get a gift card from Marriott for $100 and everything is pried over $150 in the shop. They should discount the product or ask the customer to pay the difference.

This is not professional at all.

Thank you

*****


 Complaint: ********

I am rejecting this response because:


Regards,

***** ********








Business Response:

We appreciate your feedback regarding your attempts to redeem your reward. The certificate offered with the card is valid for category 1-4 hotels.  ***** **** offers various types of Credit cards and along with each card is  different benefits. Please contact ***** Card Member Services at ###-###-#### to verify activation benefit that was offered at card enrollment.

https://www.*****.com/

We are pleased to know you were able to use the **** Free Night award at another Marriott hotel.  

Thank you again for taking the time to bring this to our attention.  We do consider this issue closed.

Consumer Response: The company needs to acknowledge that is Australia there is no category four hotel and needs to make an exception for customers.

 Complaint: ********

I am rejecting this response because:


Regards,

***** ********








12/1/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The JW Marriott is advertised as a high end chain for the popular brand of hotel Marriott. Its rated 4 stars, but didn't deliver. should be rated 3 As mentioned above the JW is a luxury high end brand of the Marriott chain. The last experience at the Dubai JW was unbelievable. Luxury to no end, and the service matched the reputation. I came to this hotel expecting the same, and as a Gold member. Normally, the JWs and full service Marriott have a separate check in are for Gold members, this hotel didn't. Upon arriving and speaking to a confused rep., I asked about the perks for Gold members and she knew nothing about it, the room wasn't ready then after speaking to another rep she was able to place me in a room. Normally Marriott upgrade Gold and Platinum members when available. After checking in, it was a standard looking room. The lobby is on the 3rd floor which is odd. After settling in, I returned downstairs to inquire about the pool, Jacuzzi and Spa. Normally all in a 4 star property, and always at JWs at which time I was told that this hotel was more for business people, and not a full service JW. Really, not a full service JW. Why doesn't it say it on the site, I just planned this trip for months and traveled 7 hours to be told this isn't what you were expecting. By that time, we had unpacked, my 2 year old is asleep and as much as I wanted to leave I knew it wouldn't be feasible. I returned the following day and asked whether they had an agreement with another Marriott property or a place to use the pool and Jacuzzi, the concierge literally looked at me as if I was crazy and said no. You have to go outside the hotel, we don't have a pool or spa. I am trying to figure out who rated this hotel a 4 star? Its missing basics. A 2 star motel six has a pool. The lady went on to explain that this was an older property purchased and refitted to be a JW. On top of it all, a almost 70 a day parking charge. This hotel not only didn't meet my expectation, but it is seriously lacking the elements of a high end hotel. This definitely made me enjoy my trip a lot less than we would have otherwise. Traveling with a family, I wish I knew this hotel wasn't for family and only caters to business folks. Very disappointing. The staff was below average, every time I had interaction it was frustrating. I will take on to media outlets and get reviews everywhere I can to expose them. This hotel should be a courtyard, not a JW. Hard to believe that Marriott would dilute its brand this way.

Desired Settlement: Hard to say, lets see I am active duty military with limited time for family travel. I took 5 days off to come to SF. I always take my son to the pool, and my wife and I enjoy the Jacuzzi after drives and long day. Normally hotels will provide points, partial refunds, travel vouchers. I would like an apology from the GM, who despite me writing directly to him failed to reply and some sort of compensation. We could have left, but after unpacking and traveling a long way there wasn't really

Business Response:

From: M******, Nasser
Sent: Thursday, November 06, 2014 9:37 AM
To: ********************
Subject: JW Marriott San Francisco | Letter to *** **** **********

Dear *** **********,

Please allow me to begin by extending our sincere appreciation for choosing the JW Marriott San Francisco. Mr. S*******, President & Chief Executive Officer, has requested that I respond on his behalf regarding your recent experience in our hotel. On behalf of the staff, please accept our apologies for the lapse in service. The items you have pointed out are valid and will be addressed immediately to our leaders to prevent this from reoccurring. It would be my pleasure to credit your Marriott Rewards account 10,000 points for the inconvenience. 

Please contact me or my assistant, Ida P*****, at **********@marriott.com when you are ready to make your travel arrangements. *** **********, we value your loyalty and hope this will not deter you from visiting us in the near future. If there is anything more I can do to win your confidence, please do not hesitate to let me know.

Respectfully,

 

Nasser M******

11/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I stayed for 10 nights and explained the roo. Had a wet musty per mold smell they sprayed some chemicals but it did not work. They used excessive bleach and also in sheets. I had an allergic reaction and had to go to urgent care twice. I was miserable for 6 nights

Desired Settlement: I want 5 of my nights reimbursed and my correct points. I showed the reaction to Emily and Claudia. I was told i would get a refund and 20k bonus points. That has not happen and the Marriott will not return my calls. They should have put me in another hotel and it took them 2 days to mob my room.

Business Response:

October 23, 2014

***** ******

Via Email:  ********************* 

Good Morning *** ******:

Your Better Business Bureau inquiry was forwarded to Mr. Marriott’s Office to address.  We appreciate your comments and I am pleased to respond on behalf of Marriott International.

It was very disheartening to learn you had an allergic reaction during your stay at our ******* Residence Inn.  Incidents such as this are handled through the hotel’s insurance company and any compensation, if offered, would be determined by them.  In researching this incident I discovered this matter is currently being investigated by the hotel’s insurance carrier.  As this is an active investigation, I can only refer you to the claims adjuster who was assigned to your case.  If you have questions, you will need to speak with the adjuster, Shannon C***** at ###-###-####.  Your claim number is **** **** ****.

*** ******, I realize this was not the answer you were seeking but hope you understand our position in this matter.

Warm Regards,

Debra *. C*******

Debra *. C*******

Corporate Liaison, Marriott International

This communication contains information from Marriott International, Inc. that may be confidential. Except 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 it. If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law.

 

Information from the hotel:

 

From: ********* *****
Sent: Wednesday, October 22, 2014 3:24 PM
To: C*******, ****** *********** ****
Subject: RE: Marriott Customer Care Issue - ***** ****** - ***********

Hello Debra,

Please see below my e-mail sent to **** ******. I also spoke with her numerous times. She continues to insist that I compensate her for meds and I cannot. I submitted this to our insurance department and it is out of my hands. Hope this helps answer any questions you may have.

Thank you,

Hello **** ******,

As we spoke in my office prior to your departure and again on the phone. I have submitted the information you provided to me, to our insurance company. If you have any questions regarding any type of compensation you must refer to them. The adjuster on your claim is Shannon C***** at ###-###-####. Your claim number is **** **** ****.

Thank you,

Jaime G*******
General Manager
Residence Inn by Marriott *******
**** ** ***** ****** *******
*******, AZ *****


Jaime G*******
General Manager
Residence Inn by Marriott *******
**** ** ***** ****** *******
*******, AZ *****
###-###-####
###-###-#### Fax
www.marriott.com/phxri

Consumer Response: This is not acceptable. Your insurance is for my medical. I paid for a stay in which I did not get any sleep and miserable. Two told your staff Emily and Claudia witness the reaction. I was promised points and part of my stay refunded. That is what I want. You charged me for a stay in which part of it should have been refunded and you told me you would. That is what I expect. 

 Complaint: ********

I am rejecting this response because:


Regards,

***** ******








Business Response:

Called *** ****** and offered our apologies for the manner in which her concern has been addressed by the hotel and their insurance carrioer.  I advised her I was unable to alter the decision made by Liberty Mutual Insurance but due to her value as a Gold Elite member, I offered her 40,000 points and she accepted.  Provided guest with my contact information should she require any further assistance.

Debra *. C*******

Debra *. C*******

Liaison, Mr. Marriott’s Office

Phone:  ###-###-####

Email:  **************@marriott.com

Facsimile:  ###-###-####

 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** ******

11/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a $50.00 e-gift card for my mother's anniversary on 10/30/14. The $50.00 was debited from my bank account immediately. I provided all of the necessary information when I placed the order to have the e-gift card e-mailed to my mother. The website guaranteed the delivery of the e-gift card to my mother's e-mail within 1 day. It is now Monday 11/3/14 and my mother never received the e-gift card that I've already paid for. In addition to this issue, I was on the phone for several hours with various Marriott customer service personnel on Friday 10/31/14 to find out what happened and why my mother never received the e-gift card. It has been a nightmare for me every since. I was provided with a customer service phone number to call to follow up on my issue, and was told they could not help me. They proceeded to provide me with another phone number for a different department that they claimed could help me. This cycle continued over and over again about 10 more times throughout the course of the entire day. To add to the frustration, I was at work during this time and had to be dealing with this issue over the phone while I was at my workplace. By the end of the day on 10/31, I had been redirected to a total of 8 different phone numbers, all claiming to be unable to help me! Furthermore, they could not tell me who could help me! I was being redirected and redirected all day long from department to department and every single one of them said they could not help me but were not sure who could. I even asked to speak to a manager at the Marriott hotel that my mother planned to celebrate her anniversary at (********* Marriott) and I was told I was being connected to the manager and they never answered! I ended up leaving a message for the manager and to this date have not received any phone call back! I am completely outraged by the treatment I received and the fact that by the end of the day, the situation had still not been resolved! This is completely unacceptable customer service and I have never in my 30 years experienced a company treat a customer so poorly and with so little care.

Desired Settlement: I expect a full refund for the e-gift card as well as repayment for my cell phone minutes that I spent on the phone with customer service all day because I was redirected upwards of 10 times. I also have lost all faith in this company so in order to restore my business, I would expect them to make amends with me in the form of some sort of incentive. Thank you.

Business Response:

November 7, 2014

*** ****** *******

*** ******** ****

**** ******* **  *****

Dear *** *******:

Thank you for speaking with me this morning regarding the challenges you received from all the phone numbers that you contacted.

Please accept our sincere apologies for any poor service you may have encountered.  On the Marriott.com website (gifts.marriott.com) it is noted, “Contact Us: ###-###-#### *Monday – Friday: 9 a.m – 7 pm EST/ Saturday: 10 am – 4:30 pm EST.”  It is right below where you choose to select “Mail a GiftCard” or Email an eGiftCard.”  We apologize that we are not able to offer any type of compensation regarding this matter.

I appreciate your taking the time to bring this to our attention.

Sincerely,

Line K*****

Corporate Liaison

Mr. Marriott’s Office

 

Consumer Response: [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: ********

Line-

I am rejecting this response because: your response was completely unacceptable. The number you referenced in your e-mail response was one of the first phone numbers I called and I got no where. I left a message DURING BUSINESS HOURS and NEVER RECEIVED A PHONE CALL BACK. That being amongst at least 10 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 matter. I 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 par. I 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 business. Thank you.


Regards,

****** *******








11/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 10/10/2014, I logged into my Marriott Rewards in hopes of having enough points to stay an extra night on an upcoming business trip. To my initial delight, I did almost have enough but could pay $12.50 for the extra I needed in order to stay the additional night. I went through and booked my reservation thinking I was using my points ONE night(10/11/14) and purchasing the ONE night (10/12/14) outright. It was only when I checked out did the manager tell me he was unable to give me a detailed receipt and informed me to call Marriott Rewards. I did upon my return 10/15/14 and after explaining my situation in great detail they informed me it was my error in booking that I purchased points for both nights and because of that they were not able to assist me. I asked numerous times is there any other way? I need a receipt to provide my employer who is a state institution a receipt of the one reimbursable night. Again, they apologized and said they could not do anything to help me. I submitted the paper work to get reimbursed which my employer refused given that it is not a detailed receipt. I explained to my employer the situation Marriott forced me in. They like me do not understand why an itemized receipt can not be provided. I reached out to Marriott again 10/20/14 begging at this point for a solution. Once again they told me it was my problem not theirs. I called the hotel I stayed at again and told the same thing. I am a hard working single mom who is on a monthly budget. Since now I am without $125, it has caused a hardship on me and my family. Marriott did not and does not care about the hardship they have caused on me. They still refuse to give me an itemized billing. I am hoping the BBB could encourage them to do the right thing .

Desired Settlement: My desired outcome is to ave a full refund of cash and points due to the overwhelming stress this issues has caused me since I am unable to get reimbursed by my company.

Business Response:

This is the email the hotel Gneral manager sent to *** *****, today.

From: Fairfield Inn *********** Central [mailto:**********************
Sent: Tuesday, October 21, 2014 9:59 AM
To: '*******************
Cc:
Customer.Care.KUL@Marriott.com; ************************; ************************
Subject: Marriott Customer Care Issue - ***** ***** - ***********

Dear

            Dear *** *****

Our Marriott’s customer care office has communicated your concerns in regards to your receipt for the reward points you purchased in exchange for a room accommodations at any Marriott property.

            I want to convey my apologies for the issues you encountered with your receipt. Unfortunately Fairfield Inn Suites *********** is not able to issue an itemized receipt of your room charges which was processed as an exchange with rewards points and this transaction has no monetary value. I am extremely sorry for all the confusion this event has created.

         

I do hope that you allow us the opportunity to restore your faith in our Marriott hotels; as you know everything we do is aimed at providing you with an excellent hotel experience, we truly appreciate being able to serve you again in the near future

Yours truly,

Miguel M******

General Manager

Fairfield Inn & Suites by Marriott

*********** Central

**** ********* ******* * ***********, FL  *****

Phone ###-###-####

Cellular ###-###-####

Fax ###-###-####

ffitallahasseecentral@lbaproperties.com

www.marriott.com/tlhec

Consumer Response: [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: ********

I am rejecting this response because: Yes, I recieved the email from the individual hotel. This is a Marriott reward issue. They should be able to break down exactly what I paid for Sunday and for Monday. There is no excuse for not being able to provide a basic itemized receipt. An example would be *** ***** stayed on 10/12 using her points and buying $12.50 in points to stay that night. The next night 10/13 *** ***** made a purchase of $127 in points which she used to stay that night. 


I really do not understand why this process has been so difficult.


Regards,

***** *****








Business Response:

From: ******** *******
Sent: Wednesday, October 29, 2014 9:31 AM
To: '******************'
Subject: Your recent experience with Marriott Rewards points purchase

Dear *** *****:

Thank you for your submission through the Better Business Bureau regarding your recent Marriott Rewards points purchase and your attempts to have a hotel receipt showing nights paid.  I did leave a voice mail for you at the number listed on your Marriott Rewards account on October 24, but have not heard back from you. I have also called the number listed on your Better Business Bureau submission a few times and have been unable to leave a message there as your voice mailbox is full.  Therefore, I wanted to follow up with a written explanation.

I understand it was your intent to book a night at a paid rate, which would have been reimbursed by your company, and then, book a subsequent personal night using Marriott Rewards, and purchasing the additional 1000 points required.  Though you are currently able to book reservations that combine paid nights and Marriott Rewards nights by calling our toll free reservation line, at this time our website does not have that capability.  Because of this, when you indicated online that you wanted to use Marriott Rewards for your stay, the system looked for and booked both nights using Marriott Rewards points.  The funds taken from your credit card were used to purchase the points required to issue a two night Category 2 certificate. When a reservation is created for Marriott Rewards point redemption, the hotel receives notification of the reservation. Because the stay is paid for using points instead of dollars, there is no way for the hotel to produce a room folio showing a dollar amount paid per night.  In a points purchase scenario, Marriott Rewards is only able to provide a receipt showing the total amount spent to purchase points from them.  They are unable to provide a hotel specific receipt, because the funds used are paid directly to Marriott Rewards and can be used at any Marriott property.     Though I understand your disappointment over the matter, our systems just do not have the capability to provide you a hotel specific receipt showing a charge for each night when the reservation is made using Marriott Rewards points to pay for the nights.  Please accept my sincere apologies for any frustration and inconvenience this has caused.


I do understand that it was never your original intention to use Marriott Rewards points to pay for both nights of your stay.  Therefore, I am happy to credit your account with 20,000 Marriott rewards points as a gesture of goodwill.  This replaces the 10,000 points you inadvertently purchased, and provides an additional 10,000 as a gesture of goodwill in consideration of your inconvenience and frustration.   

I appreciate the time you have taken to let us know of your situation.  We look forward to serving your future lodging needs. 

Sincerely,

Candice C******

Corporate Liaison

Mr. Marriott’s Office   

*****************@marriott.com

11/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I believe that the contract is void because it wasnt fulfilled. I had reserved a space for October 30 2015. I had to cancel because the wedding was cancelled because my father had a stroke and i have to help my family. I did sign the contract and they are trying to charge me the 2300 cancel fee, but it states in the contract that there is a deposit due at the time of signing and it was never paid due to the representative of the company saying it wasnt needed and i could pay at a later time. I feel like i am not responsible for paying the 2300 due to there was no work put into this at all and they have more then enough time to book the space out again.

Desired Settlement: all i want is there to be no fee.

Business Response:

November 5, 2014

******* *****
**** ******* ***
****** ** *****

re: Contract signed 12/12/2013 for accommodations at the Marriott, *****, Nebraska (the "contracts")

Dear *******,

Per your meeting with Susan M******** and Autumn Z***** on November 5th of 2014, the cancellation of your Wedding Reception for October 30th of 2015 was discussed. Outlined below are the items discussed:
- Because we value yor relationship, we are reducing your cancellation fee from $2,300.00 to $400. The ***** Marriott requires that the $400 payment be received by December 31st of 2014 or further action will be taken.

Pleae contact myself should you have any questions or require additional information.

Sincerely,

Autumn Z*****
Catering Manager
cc: Susan M********, direcot of sales
Mike R***, general manager
Cody R****, accounts payable
:::

11/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked a room through Marriott.com for the Residence Inn in ********/*******, CA. The Marriott website advertised their Best Price Guarantee. After booking I read the Best Rate Guarantee and the requirements. I then found the same room I had just booked on Expedia.com for significantly less, so I booked it and then filled out the claim form as directed by the instructions. Marriott's first response was that I hadn't booked through the Marriott site, so I didn't qualify. I replied and showed that in fact I had booked through Marriott.com. Marriott's next response was that I booked my Expedia.com room first and was not qualified. I did not know about the price guarantee until AFTER I booked on Marriott.com, I have a Marriott reward number and was trying to earn bonus points so I went to Marriott FIRST. I didn't book at ******* until AFTER my Marriott room was already booked. Once I prove this what will be the new excuse? Marriott should not be allowed to advertise special "Guarantees" they have no intentions of upholding.BEST RATE GUARANTEEFind a lower rate and well match it and give you a 25% discount, subject to the following terms and conditions:

Desired Settlement: Marriott should have honored their Guarantee! Now they have lost our corporate business and loyal customers.

Business Response:

Dear **** *****:

Thank you for your correspondence with the Better Business Bureau regarding your claim with Marriott’s Look No Further Team. We appreciate your comments and I am pleased to respond on behalf of Marriott International and the hotel.

We remain sorry for the challenges you encountered during this process.  We value the opinions and suggestions of all guests and will share your thoughts with the appropriate department within Marriott.  We hope you will accept our sincere apologies for any misunderstanding pertaining to our program.

We have researched your claim and found that at the time of validating your claim you compared the Residence Inn ******* to the Red Roof Inn.  This does not apply to the core of Marriott's Look No Further(SM) Best Rate Guarantee which is stated below:

“If within 24 hours of making your reservation, you find a lower hotel rate for the same hotel, room type and reservation dates, and submit a qualified claim form, we’ll match the rate + give you an extra 25% discount on the room.”

As the Red Roof Inn is not a Marriott hotel it would not be the same hotel as you booked with Marriott and would not qualify for the Look No Further(SM) Best Rate Guarantee.

For future reference, below is the web link to the Terms & Conditions of Marriott's Look No Further(SM) Best Rate Guarantee:

https://www.marriott.com/hotel-prices/travel.mi

**** *****, we value your business and your continuing patronage is very important to us.  We look forward to welcoming you for many years to come in the time honored tradition of Marriott hospitality.

Sincerely,

MaryAnn K****

Corporate Liaison

Mr. Marriott's Office

 

Consumer Response: ------- Forwarded message ----------
From: **** *****, ***** <**************>
Date: Tue, Oct 28, 2014 at 3:58 PM
Subject: FW: BBB Complaint Submission
To: info@mybbb.org


BBB,
 
When will a response to the complaint be sent? Nothing has been received from BBB or Marriott
 
**** *****
************** ******** ****** **** **** ***** ******* ***** * *** ******* ** *****
 
Tel: ###-###-####
Fax: ###-###-####
E-mail: **************
Web: *************

11/10/2014 Problems with Product/Service
10/31/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I reserved a room with Ashley C***,General Manager, ********** Suites by Marriott at ********** *********. My reservations were changed and I received a room with double beds.

Desired Settlement: I never agreed to this change and want a voucher for a night at a comparable hotel with a queen size bed.

Business Response:

From: C***, Ashley
Sent: Monday, September 15, 2014 5:10 PM
To: *****************
Cc: ******** *******
Subject: Re: Your Previous Stay at the ********* Inn by Marriott

*** *******

I sincerely apologize that you are not satisfied with the compensation offered for the inconvenience you experienced during your travels to the ********** area. We appreciate your loyalty as a Marriott Rewards member and therefore it is our main goal to provide you with exceptional service and accommodations at a Marriott hotel.

Our team was very pleased with the outcome of providing you with alternate accommodations at a Marriott branded hotel while returning 15,000 points to your rewards account. As I mentioned previously our market was in very high demand during the time of your travels and options to ensure your experience was consistent with ours, were extremely limited. Our team also supplied your rewards account with an additional 5,000 points for the inconvenience of an adjustment to the room type you initially reserved. In addition, we offered a complimentary upgrade, based on availability, for a future reservation when you travel to our area. You stated that a room of the equivalent type you initially reserved for a future reservation would meet your satisfaction. By returning the 15,000 points and adding an additional 5,000 this would provide you the opportunity to do so for a future stay.

Again, it would be my pleasure to offer you a complimentary upgrade for a future travel to our area. We would like to regain your trust and exceed your expectations as a valued Marriott Rewards member. If you would like to discuss your experience further please feel free to contact me on property directly. 

Warm Regards,

Ashley C***

General Manager

********** Suites by Marriott

********** *********

** ****** ***

*********, VT *****

###-###-#### Ext. ***

Consumer Response: [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: ********

I am rejecting this response.  Here is what I sent back yesterday.

-----Original Message-----
From: ******* *************************]
Sent: Tuesday, September 16, 2014 8:22 AM
To: 'C***, Ashley'
Cc: '******** ********; 'complaints@cbbb.bbb.org'; 'info@bosbbb.org'; 'ago@state.ma.us'
Subject: RE: Your Previous Stay at the ********* Inn by Marriott
Importance: High

Once again, I will state the issue as you have missed it or are avoiding it.  I was lied to about the room I was receiving.  Never would I have agreed to spend my anniversary trip with my wife in double beds.  I was promised a comparable room to what was confirmed.

I have no intentions on re-visiting your location under the circumstances so the 'upgrade' is worthless.  I am asking for what was promised to me, a comparable night's stay at a Marriott of my choice.








Business Response:

To Whom it may concern,

This has been resolved. *** ****** was contacted on 09/29/2014.  As a gesture of goodwill, 15,000 Marriott Rewards points were credited to his Marriott Rewards account in addition to the 5,000 already provided.

Thank you,

Candice C******

Corporate Liaison

10/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Merchant has failed to honor its promotion of 1 Free Night Certificate Category 1-5 after second stay. Marriott Rewards # ********* 1st Stay ********* Inn & Suites New York *********/******** **** 06/06/14 - 06/07/14 2nd Stay Marriott ***** ******* *** *****, NV 08/18/14 - 08/20/14

Desired Settlement: 1 Free Night Certificate Category 1-5

Business Response:

On June 6, *** ********* stayed on Marriott's Friends and Family discount rate whcih is not eligble for credit, hence the reason for not being eligble for the promotion.  Please see the Room Rate Discount Authorization form from for more infomration related to the terms and conditions.

Consumer Response: [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: ********

I am rejecting this response because the free night promotion does not specify that I am unable to use a Friends & Family Rate. I kindly request reconsideration in this matter by Marriott.


Regards,

*** *********








Business Response:

Please refer to Marriott.com for our terms and conditions:

Earn Points, point number (8)

8. Rooms booked at the Marriott friends and family or the associate rate or at The ************ friends and family or the associate rate are not eligible to earn Points or elite night credits.

http://www.marriott.com/rewards/terms/earning.mi

File closed.

 

10/31/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The Marriott's Look No Further(SM) Best Rate Guarantee, states they will price match and give a 25% discount if the customer books a room through their website and find it cheaper through a different website or travel site. It states you have to file a claim with in 24 hours. I booked two rooms on their website then found the rooms cheaper on *******'s site. I called up the reservation line for the Marriott in ******** city. She told me the hotel does not price match. I then went back to the Marriotts webpage where i followed all the instruction under the program. It clearly says there is no need to book the room through the travel site just provide the sites url information. I provided all the required information and even took screen shots of *******s website which i also provided to the customer service rep. I was told by the service reps that they will not honor the programs because sometimes the travel sites have a limited amount of rooms and when she went to the site the rooms were the regular price. if I would have known the marriott wasn't going to honor their program deal i would have booked the rooms through ******* for $11 cheaper per room. I have tried several times to have this problem resolved. I have had their phone reps hang up on me and refuse to allow me to speak to a supervisor.

Desired Settlement: I would like them to honor their advertise program.

Business Response:

From: ******* ****
Sent: Friday, September 12, 2014 11:58 AM
To: '*********************'
Subject: Marriott Look No Further

September 12, 2014

*** ******* ******

*** **** ******

****** **  *****

*********************

Dear *** ******:

Thank you for your correspondence regarding Marriott’s Look No Further Best Rate Guarantee program. 

Please accept our apology for any frustration these matters have caused you.  As you were previously advised, the Look No Further (SM) Best Rate Guarantee must still be available at the time Marriott validates the claim.  A comparison rate must be reservable by the general public and the verifiable by Marriott.  After an additional review of the screen capture you supplied it did not show what date was entered to receive the rate information depicted.  Most websites will list a rate and then when you try to complete a booking at that price present a notification that the rate has changed or the hotel is no longer available.  Therefore, to fully verify a rate it is necessary to advance to the point in the reservation process where the site is requesting payment information.  Look No Further must deny your claim under Marriott’s terms and conditions.

We regret the difficulty this has caused you.  We trust you understand our position on this issue and hope it will not deter you from staying at Marriott.

Sincerely

Ms. Line K*****

Ms. Line K*****

Corporate Liaison

Mr. Marriott’s Office

Phone: (**** *** * ****

Fax: ###-###-####

************************

Consumer Response: [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: ********

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,

******* ******








Business Response:

*** ******* ******

*** **** ******

****** **  *****

*********************

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 24 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 claim. However, 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

Mr. Marriott’s Office   

10/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My family and I stayed at ********** Suites in ******, TX, on August 9th. After we checked out on the 10th my daughter realized she left 2 rings on the bathroom vanity. I called the hotel 6 times on Sunday and Monday and was assured and reassured the manager of housekeeping would return my call regarding finding the rings. Since I never heard from them then I called the General Manager on Tuesday (August 12th) of which he never returned my call either. These rings are not expensive nor costly but they are very much sentimental. My son, who serves in the US Marines, gave these to my daughter. I find it rediculous noone can return a call or these rings to their rightful owner.

Desired Settlement: I want our rings back. Since no one has had the decency to return a call I can only assume they've been stolen by the cleaning personnel. It's very frustrating no one will even acknowledge the incident!

Business Response:

Our associate Diane K*** called and left a voice mail responding to *** ****** on August 15, 2014.  Per her notes:

-called guest and left a voice mail that the rings could not be found and apologized.
-advised that I did place 5,000 rewards points in her account as a good will gesture

Consumer Response: [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: ********

I am rejecting this response because:  I feel like the hotel did not do it's best in handling this situation.  Yes she did call almost a week later and indicate she had been out due to sickness, which is a lie.  I had left numerous messages for her and was told every time she was busy and would call back within a specified amount of time.  Which she never did.  Because of their negligence in handling this my daughter lost something very precious to her.  It's just sad the hotel was not more responsive to this situation and the fact they tried to cover it up later on with a lie is even that much more upsetting.  Marriott has really let me down.


Regards,

***** ******








Consumer Response:

[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: ********

I am rejecting this response because:

My response to his email will indicate why I do not accept his response to this claim.

To: *** **** ******

I appreciate your email but it's important to understand what happened to prevent it from happening again. Yes, your Housekeeping Manager did contact me the following Thursday after we had checked out the prior Sunday. She left a message on my phone, which I still have, apologizing for not returning my calls sooner but she had been out sick the entire week. She did tell me she had spent "all morning" looking for the rings but couldn't locate them. *** ******, why she felt the need to call and blatantly lie to me about being out all week just adds additional salt to the wound. I had left several messages on the prior Sunday and Monday, including one to you (not an email), but received absolutely no return calls. I kept getting the response of "They'll call you back today". By the time they had looked 5 days had past, no telling if there were other occupants in the room before that. If I'm running a hotel and I have a guest that calls and says they have left something behind and my housekeeping manager is "out sick" I would personally go do a walk through. That doesn't take 10 minutes out of your time. The same amount of time it takes to deliver a pillow or blanket after hours because housekeeping has already gone home for the day. That's an effort that could have been exerted but wasn't. Instead unreturned calls and then lies from your staff possibly had my daughter's rings go home with a 4 year old and is now on a baby doll somewhere. It disappoints me that the quality of this Marriott absolutely failed above and beyond. If I hadn't filed a complaint with the BBB then I still wouldn't have a return call till this day. That's the sad reality of it all.

I hope you do find a way to evaluate your hotel's responses to these types of situations. The lack of customer care and service is transparent at your hotel at this time.

***** ** *****

Regards,

***** ******








Business Response:

Dear BBB,

General Manager Jeff D***** has spoken to ***** ******.  She was advised that there was nothing that can be done about the lost items at this time.  Jeff spoke to her and apologized again.  He talked about how things could have been handled differently and I did explain that their Housekeeping Manager was not trying to be dishonest with her… she was actually out sick several days that week.  Jeff did inform her that they did look for the items immediately but they did unfortunately; drop the ball in communicating that the items were not found in a timely manner.

Regards,

Diane K***
Corporate Liaison
Mr. Marriott's Office

10/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We were charged $301.08 on 7/24 for a night stay at the ******** on 7/16/2014 in which we did not stay there. Nobody can help me at the ******** to get a refund and the # they give me I cannot get through to. I have sat on hold 7 xs over the last week and a half now for up to 35 minutes!!! Today is August 5,2014. This is ridiculous! They debited our cc which they had no authority to do and cannot be reached to correct it! One would think a hotel such as this one would have much better customer service. Obviously they do not care about their customer and only about taking money that does not belong to them! I am on hold this very minute and it has been 18 minutes so far. let's make this call #8!!!! Product_Or_Service: hotel room

Desired Settlement: DesiredSettlementID: Refund I want a refund of $301.08 and a credit of some sort for the extensive amount of time I have spent on this.

Business Response:

Dear *** *******:

We are in receipt of your Better Business Complaint. 

Unfortunately, we are unable to identify which Marriott, if any, may have charged you.  Does your charge show an actual location or specific name of the hotel?  If it does, we would be happy to review this further for you.

We would also suggest you dispute this unauthorized charge through your bank for futher investigation and to identify the actual merchant.

Sincerely,

Michelle L****** / Corporate Liaison / ###-###-####

Consumer Response: BBB of Metro Washington DC
Aug 19

to me 
---------- Forwarded message ----------
From: **** ******* <********************>
Date: Sat, Aug 16, 2014 at 10:37 AM
Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: "info@mybbb.org" <info@mybbb.org>


I reject their response. It was charged, as I stated, by the ******** Resort in *********, TN. They said they would credit it back two weeks ago and I have not received it yet. Certainly if they can identify it than so can the coorporate office.

Sent from my ******* Phone

Business Response:

 

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 / ************

10/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: on Friday, October 3, 2014 I booked a room at the Fairfield inn and suites in *******, ky which I was told was a marriot hotel. When I arrived at the hotel the gentlemen ant the hotel advised me that he needed my address and my id which I provided (a process which took all of ten minutes) after finally receiving the keys to the room I went up to the room and discovered that there was a awfull smell of smoke and that there was no tub. when I called the operator and adv him of my disability that requires me to bathe in a tub the man on the phone adv me that I would have "to just deal with it, we don't do refunds". I never asked for a refund I was just about to ask for a room with a tub. the man on the phone proceeded to tell me that all Marriott hotels are designed without tubs and have showers only but on the advertisement on ****** .com the pictures showed a tub. being tired and not wanting to have wasted money I had no choice but to stay. once I was in the shower I discovered that there were no appropriate handles for me to hang on to once I fell on the floor and hit my head on the class.

Desired Settlement: the members of management should be trained on the americans with disabilities act that prevents discrimination although im sure the management had no input on the design of the hotels I refuse to belive that out of all the marriot hotels none of them have tubs.

Business Response:

Copy of letter sent to guest:

October 16, 2014

******************

****** *****

**** **** ********

********* **  *****

Dear *** *****,

I am in receipt of your letter addressed to the Better Business Bureau in regards to your stay of October 3, 2014.

I am so sorry you had difficulties at the hotel during your stay.

In reviewing the reservation for the guest room; it was noted that you made a reservation through a “third party site” – “*******” to which all payment for the reservation was through them.  I show the reservation was made approximately 40 minutes prior to your arrival and no call was made to the hotel in regards to the need or guarantee of accessible features.  The room type specified was a standard King bedded room with no notations of being an Accessible room type.

Marriott takes great pride in having its properties in compliance with the American with Disabilities Act, to which this hotel is in full compliance.

I also read that you slipped in the shower and hit your head, I am so sorry about that.  I am hopeful you sustained no injury, please let us know the extent of your injuries and I will gladly add it to an incident report.

I have contacted *******.com/******.com and ask them to credit your credit card the amount you paid directly to them  for the night, please allow 1 – 2 billing cycles for the credit to appear.

Please feel free to contact me at the below telephone number or email me at ************************* if you should have any questions or concerns.

Respectfully,

Greg T*******

General Manger

Fairfield Inn & Suites

**** ******* ******** ******

*******, KY  *****

 

10/31/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a dedicated Marriott member who has been staying in Marriott hotels for many years. I just returned from my worst Marriott experience to date. I recently stayed at the Courtyard Marriot in *******, CT to attend an event at the local ******* *** Casino. I had friends from out of town coming in for this event and I suggest the Marriott to them as well and I booked us two rooms. The main reason for our stay was that there is a complimentary shuttle to transport you back and forth from Mohegan. When we arrived, at 4 pm for check in we attempted to book a shuttle to make the event for 6 pm. We were told that all shuttles were booked and we had no choice but to take a taxi cab. There also were basically no options for a return shuttle either. We ended up having to pay an extra $100 dollars in taxi fees due to this, this is completely unacceptable after I paid $450 dollars for the rooms specifically to not have to worry about transportation. There are MANY other hotels that offer shuttles every half hour to an hour and I find it extremely unreasonable that Marriott would not accommodate for people knowing their is a larger number of people for a special event. We were very rudely told the only option is for a $27 dollar each way taxi ride. I sent in my concern to the customer service team, which was then forwarded to Alan M*****, General Manager of the Courtyard Marriott in *******, CT who could not resolve my issue to my satisfaction. Alan came back to me saying that the Marriott was the only hotel with two shuttles running. I know this to be false, as we had other friends staying at local hotels that had shuttles every half hour. Beyond that, we opted to stay at the Marriott (which was pricier) because we are loyal Marriott members and we even recommended our friends, who also stayed! I kindly requested a full refund of my room fee's for this stay and Alan M***** offered to credit my account, first with $50 dollars and then with $100. This kind of customer service is unacceptable. I then sent a follow up complaint to Marriott Corporate Headquarters who again referred me back to the General Manager, Alan M*****. Marriott failed to advertise the availability of the shuttle service, and failed to give the proper service to a paying customer and then failed to remedy the situation.

Desired Settlement: Full refund of stay.

Business Response:

October 10, 2014

*** ******* ********
** ********* ******
**** ***** * **  *****


Dear *** ********:

Thank you for your recent submission to the Better Business Bureau detailing your experience at the Courtyard by Marriott *******.  Please accept our sincere apologies for any frustration you have felt as a result of that experience.

The Courtyard by Marriott ******* 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 $100 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******

Corporate Liaison

Mr. Marriott’s Office

10/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a Marriott Reward's member: ***********. In the last two months I have stayed at the ******* **** Hotel in Nashville, The Marriott Hotel in ********, SC (on ***'s campus) and I am staying at the Marriott this Friday (10-24-2014) in ****** ****** in Washington, DC. I was told that I would not receive reward points because I wasn't paying for it. The fact is...I am a public speaker and being flown to these cities to speak. My travel and lodging is being covered but i am still spending money in the hotel via food and beverage etc but I can't receive my reward points? I think this is unfair as it should not matter whose credit card it's on. I am receiving my airplane reward points via the airlines so why wouldn't Marriott award me my points?

Desired Settlement: I simply want to receive my reward points for the three stops/hotel stays.

Business Response:

Dear *** ******:

I am answering on behalf of Marriott Rewards regarding your recent comments to the Better Business Bureau.  The Marriott Rewards Terms and Conditions, as found on Marriott.com, state the following:

 

A “stay" or "qualifying stay" means all consecutive nights a Rewards Program Member registers and personally pays and stays at any Rewards Program participating hotel, for which the room is billed to the Member.

To 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.

Charges that do not qualify for Points include taxes applied to the room rate, purchase of Marriott gift certificates or gift cards, purchase of The Ritz-Carlton gift certificates or gift cards, charges for third party-provided goods and services at participating Marriott brand hotels or Ritz-Carlton hotels, and catering or banquet functions charged to the guest room account.

Point or elite night credit accrual is limited to individual travel and the room must be paid for individually by the Member or direct billed to the party responsible for paying the bill. If the room is master-billed, the charges are not eligible for Points or elite night credits.

If the Member attends a convention or group meeting and individually pays the hotel directly for the room, he/she will be eligible to receive Points and elite night credits for the stay. However, contract rooms, rooms reserved by corporations on an ongoing basis, master-billed rooms are not eligible to earn points or elite night credit. Military rates at certain overseas locations are subject to local restrictions and may be ineligible for points or elite night credit.

Rooms booked through third party online retailers, such as *******.com, ******.com, ***********.com, ******.com, *******.com, *********, etc. are not eligible for Points or Elite night credit. Wholesale packages and series tours are not eligible for Points or Elite night credit regardless of ******* source.

*** ******, if you have paid for incidentals during your stays at participating Marriott hotels, and they have not posted to your Marriott Rewards account please contact Marroitt Rewards, ###-###-####.  You will need to provide a copy of your folio with the incidental charges made to your credit card, and your account will be updated accordingly.  Also listed below is the Marriott Rewards earnings per each Marriott Hotel brand.

Please accept our sincere apologies for the frustration this has caused.  As a new Marriott Rewards member, we would like to mainain your loyalty, as a gesture of goodwill we have added 10,000 rewards points to your Marriott Rewards account. 

Thank you for taking the time to write, your business and your loyalty is important to us.

Regards,

Marriott Customer Care

Marriott Hotels & Resorts
JW Marriott Hotels & Resorts
Renaissance Hotels & Resorts
Marriott Vacation Club
Marriott Conference Centers
Marriott Grand Residence Club
The Autograph Collection

10 points per USD on room rate and All incidentals charges

The Ritz-Carlton Hotels
******* Hotels
Courtyard by Marriott
Fairfield Inn by Marriott
SpringHill Suites by Marriott
Edition
AC Hotels by Marriott
Moxy Hotels
Atlantis Hotels

10 points per USD on room rate ONLY

Residence Inn by Marriott
TownePlace Suites by Marriott

5 points per USD on room rate ONLY

Consumer Response: [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 ********, and find that this resolution is satisfactory to me. 

Regards,

***** ******

10/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I checked into this hotel on July 4, 2014, with my wife and grandson, to attend a wedding in the area. We checked out on July 6, 2014 and left four garment bags in the closet. We went on to the *** ******* area for for a few days and didn't realize that our bags were missing until we arrived back home on July 10, 2014. I contacted the hotel and left messages for the front desk manager and the housekeeking manager, because no one was available. No one called me back on July 10th or the 11th, so I clled the hotel back and left more messages, but no return calls. I was able to talk with several desk clerks, claiming that they would have the front desk manager call me back, but no return calls. I called and got the manager on July 14th and she stated that she would look for our items. I called several more times during the week and left numerous messages without any call backs. We did get three of our garment bags back, but not my wife's clothes.( Perhaps one of the housekeeping staff took the female clothing??) The front desk manager stated that the hotel is not responsible for items left in the hotel, but she would submit our loss to her insurance company------But then we received an email from the general manager stated that the hotel is not liable for our loss, nor do they contact customers when they leave items in their rooms, which make no sense!! This has been a terrible experience and the hotel has terrible customer service!!

Desired Settlement: We would like the hotel to replace my wife's lost clothing,at a cost of $350. Secondly, we would like the hotel to start contacting customer's when they leave items in their rooms, as well as securing the items.

Consumer Response: [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

Better Business Bureau:

At this time, I have not been contacted by Marriott Corporation regarding complaint ID ********.

Regards,

****** *******

10/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was sent a survey to complete for a hotel stay. I did not stay there, I did not reserve a room there. I have not visited there ever. I emailed the manager of the Courtyard Inn ****** ***** , PA. There was no response. I emailed corporate a number of times with the recent email as follows: Dear *** **********, Thank you for contacting Customer Care. We are happy to respond to your billing concerns by the Courtyard ****** *****. We have researched this with the Executive Office of the Courtyard and your reservation was booked on 16 June 2014. Your name, Marriott rewards number and a credit card was presented at check-in. The charges will remain as billed. If we can be of further assistance, we invite you to reply to this message. Thank you for choosing Marriott. Regards, Leslie M**** Marriott Guest Experience Supervisor This appears to be some sort of fraud and needs to be investigated as such by them. They will not tell me if my credit cards or my other credit accounts were used. Please assist me.

Desired Settlement: Refund my money if it was actually charged to an account I own. Explain to me how this would happen. I am very careful with my passwords, accts , etc. Any further remedy that seems approriate considering the nature of this offense, intrusion, lack of attention to my concerns

Business Response: July 9, 2014

Dear *** **********:
Thank you for your email to the Better Business Bureau regarding the stay at the ****** ***** Courtyard. We appreciate your comments and I am pleased to respond on behalf of Marriott International.
I apologize for any frustration you have had with this matter. I have spoken at length with General Manager Sean O’****. The hotel’s records reflect Sean checked you in and remembers being provided your Marriott Rewards number and your credit card. The credit card records confirm this card was swiped into the system on 6/16/14. Additionally, you responded to a Guest Satisfaction Survey with the same email address that was on your reservation. *** **********, our records could not reflect a swipe on your credit card if it was not physically presented to the hotel. If you were not present at the hotel, is it possible your credit card was stolen? Have you had any other unauthorized charges to this account? I have enclosed with this email the Guest Satisfaction Survey and the folio stating that your card was physically swiped. If your card was stolen I would encourage you to notify your credit card company. I would also check to see who has access to your email account as a precaution.
*** **********, although we regret your continuing frustration in this matter, we remain unable to offer compensation due to our findings. We again apologize for these unfortunate circumstances and hope to welcome you as a guest in the future.
Sincerely,
Diane K

Consumer Response:

[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: ********

I am rejecting this response because:

I need to know what Credit Card was used fraudulently during this hotel stay.

I was sent a form to review hotel and I answered it in frustration stating I wasnt there.

No credit card of mine was In Pennsylvania at any time. I have all my cards. This is offensive

that Im defending that I wasnt there. They can look at cameras and determine that it wasnt me.

I am requesting immediate info on credit number, bank credit card is from. I need to be protected

from further fraud via Marriot Corporation.

Regards,

***** **********








10/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I CALLED ###-###-#### at approximately 10:25PM to make a reservation that was a combination of points and payment. The reservationist asked for a city name to which i provided 'New York'. Since I was looking at the hotel on the Rewards web site, i read the name of the hotel exactly as it was listed. The hotel name was Fairfield Inn & Suites *** **** ******/********** ******. 30 seconds go by without any response whatsoever so i ask "Are you still there?". She responded "That's odd, i don't see a ********** Suites". I responded, "It's not ********** Suites and read the entire name of the hotel again. She responded "That's not in New York, it's Long Island". Since the search I entered on the web site was for New York and that hotel came up, and since I'm not familiar with the buroughs and general area of New York, I didn't know the difference. I then asked her to forward me to customer survey at the end of the call. to which she asked why I was being so rude. I asked can we move on with the reservation and then transfer me to the survey (per voice directions to do so). She got very upset and instead of doing her job to make the reservation, she again stated that i was being rude. I told her i didn't want a conversation and to do her job to make the reservation. I was not being rude but in fact being direct that i was not interested in continuing a conversation about whether she thought she was providing good service or not. I stated that and again asked her to simply do her job. i repeated that at least 4 times without any success in getting the reservation actually made. If this reservationist is representative of Marriott, then i will cancel my participation in the Rewards program, cancel my Rewards VISA and take my business to other hotels that will provide better service for my business travel primarily but also my personal travel. I then called back, stated that i had received poor service and asked to speak to a supervisor. After a reasonable time on hold, she came back and said she was transferring me to Ray. However, she failed to execute the transfer and i was disconnected. I called back a third time, stated that i had called twice previously and asked if she was able to transfer me to a supervisor without disconnecting me. Instead she transferred me to a message saying that the office was closed and to call back in the morning. I'm hopeful that this isn't representative of Marriott Rewards though i have never dealt with anyone in the Rewards program previously. 3 strikes in one night generally results in a strike out. I called a fourth time and was on hold as all agents were busy. After being placed on hold again, i was told that the onsite supervisor told me to call customer care in the morning. This entire experience leaves me wanting to dump anything associated with Marriott. Incredibly sarcastic tone. When i stated that i was filing complaints with the BBB, NY Chamber of Commerce, she sarcastically stated 'Well why don't you just take my name too.. " ZERO in customer service all the way around.

Desired Settlement: Obviously none of your representatives are well trained. The first gets annoyed when I don't provide the exact city name instead of just trying to help the customer. The second can't successfully transfer a call. The third just transfers me to a number that essentially says 'too bad, we are closed'. The fourth was a smart mouth sarcastic excuse for customer service. Desired outcome would be to staff appropriately so that someone is available to handle complaints at the time they occur.

Business Response:

October 6, 2014

**** ********

**** * ******* *****

******** **  *****

Email: *******************

Dear *** ********:

Thank you for your correspondence to Better Business Bureau regarding the challenges you experienced when contacting our Reservation department.  It is always a pleasure to hear from our most loyal guests.

Please accept our apologies for the frustration you encountered and the service you received.  This is certainly not typical of the service we provide our guests.  We always strive to ensure that the level of service is consistent with Marriott standards.

We have shared your comments with the General Manager of our Central Reservation and asked to express the importance of providing quality service to their staff.  As a gesture of goodwill 10,000 Marriott Rewards points was posted to your account. 

Thank you again for taking the time to bring this to our attention.  We look forward to the opportunity to provide you with the exceptional service and accommodations you expect and deserve from Marriott.

Sincerely,

Line K*****

Central Regional Liaison

Mr. Marriott’s Office 

10/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/31/2014, I bought a travel package and on 9/3/2014 I attempted to firstchange and subsequently cancel said travel package. 9/3/2014 Vacations by Marriot Consumer Complaint Division Re: ******* On 8/31/2014, I bought a travel package and on 9/3/2014 I attempted to change and subsequently cancel said travel package as the service provided was inadequate for my needs because it did not provide access to the desired park. I am disappointed because the policy for the service does not allow for a change or cancellation after a 24 hour window which I find to be unnecessarily short and the price of the package far exceeds similar packages that give access to the ********** park in addition to hotel and shuttle services plus the added bonus of having the ability to change or a cancel a reservation within a larger span of time. I also did not receive an emailed copy of my tickets so which is not in line with service that I've received at any other agency for booking travel services. To resolve the problem, I would appreciate your enacting a change in the overbearing policy that forces individuals who made the mistake of not properly planning their vacations for whatever reason the chance to cancel overpriced trips and actually state in bold red letters that you do not allow for any changes after a 24 hour period. This would mean that those families who only get one vacation every few years the and make the mistake of choosing your company at the last minute would actually be able to avoid the hassle of having to deal with your customer service which consequently is slow, I today waited 20 minutes only to find out that I could not be helped. Enclosed are copies of my records including my receipt. If possible I would very much appreciate a full cancellation with refund for the travel package we bought through you, despite being very aware of your policy of refusing to refund anything after the 24 hour window has passed although an actual change in the policy would be better.

Desired Settlement: A change in a policy that is unflexible to consumers and the possibility of a cancellation and refund for the service.

Business Response:

Dear ***** *******:

I am responding on behalf of Vacations by Marriott, regarding a non-refundable package in which you purchased on August 31, 2014.

We are sorry to hear of your disappointment regarding the terms and conditions of the cancelation policy.  The 24 hour/non-refundable policy is primarily due to the airline restrictions.  We are unable to cancel airfare, and are held to the airlines policies.  Had your request to cancel been brought to the attention of Vacations by Marriott within 24 hours of booking, or prior to your travel date; they would have been able to assist with a cancellation and the refund of the hotel portion of your package.

Please accept our apologies for the frustration this experience caused.  It is our sincere hope that you enjoyed your stay at Marriott, as your business is valuable to us.

Sincerely,

Marriott Corporation

10/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ordered award item on 7/24. on 7/25 called and cxl ordered - service representative confirmed they were able to cancel the order. received item a few days later. called to ask if the item could be returned. item could be returned but needed tracking number. sent item back via overnight on ***** 8/7. was told award points would be returned to account within 3 days. called back on 8/12 as points were not yet returned to account. they said to give it 3-4 days. called back on 8/22 as points were still not returned to account. rep at that time said to wait until 8/25 and they should be there. called back on 9/9 as points still had not shown up. each time I call they say they can't put the points on my account, that they only send the information to Marriott and Marriott needs to put the points back. they cant provide a ticket number or tracking number for me to check with Marriott on the issue. Product_Or_Service: acer laptop computer Order_Number: ********

Desired Settlement: DesiredSettlementID: Refund I expect my points to be put back in my account so I can use them asap.

Business Response:

Please accept our sincere apologies for the frustration you have experienced.

The points have posted back to your Marriott Rewards account.

10/2/2014 Advertising/Sales Issues
10/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name is **** ******* and i am writing to express my dissatisfaction with my recent visit to your courtyard Marriott in ********** ********/**********. (** ******* ***** **********, NJ *****). I am a loyal Marriott rewards member who has stayed loyal to using only Marriott hotels for the past 3 years . I must say i have been very satisfied with the level of customer service i have received at all Marriott locations until my recent visit to New-Jersey. My stay was from Sunday July 20th thru Wednesday July 23rd. I traveled with my husband and 2 kids. The level of customer service at this location is zero. The folks at the customer service desk do not even say hi, nod or even acknowledge customers as they enter into the hotel. I really felt unwelcome my first night but ignored it. On Tuesday morning i called the front desk for extra towels, and the greeting was "courtyard".. i was silent and then the lady shouted this time around "courtyard".. No name, no greeting, just 'Courtyard". I asked for extra towels and she said okay and hung up. Now i thought that was super strange. I had never gotten that kind of greeting at any hotel. I once again ignored the lack of customer service and proceeded to enjoy the day with my family. We left the hotel at 12pm and did not return until 9pm. By this time (9pm) we were exhausted and tired after spending all day at sesame place and all we wanted to do was shower and sleep. However to our utmost dismay, our room had not been cleaned. All our breakfast leftovers was still in the trash, making the room stink of food. I called the front desk and was told by Amy (front desk operator) that someone would come to clean the room, but she could only give us a few mins to get out of the room to give the cleaning lady some space. We wanted to take a shower so i requested 30mins. She called back about 5miins later and stated she could only give us 10mins, cause the person had to leave for the day. I was not happy about this, but we hurried out of the room and went to a nearby restaurant. I let Amy (front desk operator) know we were leaving and she said the cleaning crew would go right up to the room to have it cleaned. By the way, no apology was given. I was treated like cleaning the room was a favor i was asking for. We had left the room at 12pm that afternoon and so there was ample time for the room to have been cleaned. Why no one cleaned it, or why no one thought it wise to apologize, amazes me. Anyway to cut the long story short, we came back to the hotel around 11pm to find out that our room had still not been cleaned. Amy was gone for the day and the gentleman at the front desk knew nothing about our request. He could not help us. My kids were already asleep and we had to literally carry them to the room at this point so I asked the front desk for extra sheets cause all ours had been put on the floor to be changed. He however did not have the nice fluffy comforters that were originally on the bed and brought a few sheets that weren't enough for all 4 of us. I really wanted to change rooms at this point, but the kids were worn out and so i decided to let things go. We were scheduled to check out in a few hours anyway, so why complicate things. At checkout, Rachel attended to me. Once again no hello/hi, no how was your stay.. Nothing!!! I requested to speak with a manager and was told she was unavailable to attend to me. She did not ask why, or how she could assist me, so i did not offer her any explanations. I asked for a number to reach the manager and was given her card. I called the manager (Iona * O****) yesterday at around 2pm and i am yet to get a call back. I left a message stating i wanted to talk about my experience at the hotel.. I did not elaborate on the issue, but i still hope to get a call back. I choose Marriott cause i love excellent customer service. That's always an important thing for me. Customer service is truly lacking at this location and i hope bringing this to your attention fixes things. I probably would not visit another courtyard for a while cause this has left a very bitter taste for me. I hope this information helps improve the level of customer service at this location. A little hello/hi, how are you doing? goes a long way at helping customers feel at home and appreciated. I am also a Silver Elite reward member. If a reward member is treated this way, i wonder how others are treated. I would appreciate a call back concerning this issue. My phone number is ###-###-####. Thanks

Desired Settlement: At this point, i just want to be credited for my last night at the hotel. I would never return to this hotel and so i don't want any free nights. Our last night was just terrible. Sleeping in a room full of left over trash and bedding's all over the floor was not cool at all. It was really annoying and it felt even worse cause no one had offered any apology or a way to fix things for us.

Business Response:

From: O****, Iona
Sent: Monday, August 04, 2014 10:50 AM
To: ******************
Subject: ** ***** Courtyard ***********

 

Dear *** *******:

 

I’m writing to thank you for bringing the issues to my attention. We accommodate many guests each evening and we strive to make their stay a satisfying one. The principal goal of our hotel is to provide dependable service to all of our guests. Consequently, it’s disappointing to learn that you’re unhappy.

 

Please accept my sincere apology.

 

I want you to know the comments and suggestions we receive from our guests are taken seriously. They tell us what we’re doing right and what we’re doing wrong and how we can improve. Your willingness to share your recent experience is greatly appreciated.

 

Please be assured the issues you’ve raised have been addressed, and the appropriate actions have been taken.

 

Again, I want to thank you taking the time to share your concerns with us.

 

Thank you for being loyal to Marriott.

 

Sincerely;

 

 

Iona * O**** CHA
General Manager

** *****/********** Courtyard by Marriott
** ******* *****
**********, NJ *****
###-###-#### (p)
###-###-#### (f)

www.marriott.com\phlmh

Consumer Response: [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: ********

I am rejecting this response because: There was really nothing done to address my issue. I 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 calls. Even 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 office. Iona's lack of communication in my opinion is another reflection of the bad customer service that was delivered to me at that courtyard Marriott. No one cares over there and i need someone  from the corporate office who cares to contact me/ address this issue. This Courtyard is a poor reflection on Marriott.
I still want to express my disappointment, and at this point a generic email stating an apology does not cut it for me. 


Regards,

**** *******








Business Response: ******** ******* ********************************
Sep 12

to me 
Dear *** ********,
 
Thank you for your call today.  On 09/02/14, after playing a few days of phone tag, I was able to make contact via phone with *** *******.
 
I called and spoke with **** *******, and apologized for her frustration relating to this experience.  I assured her that her concerns were being addressed, and as a gesture of goodwill, I offered to place 15,000 Marriott Rewards points into her account.  She accepted and thanked me for my call. 

Please let me know if you have any further questions.
 
Thank you,
 
Candice C******
Corporate Liaison
Mr. Marriott’s Office   
Phone:  ###-###-####
Fax: ###-###-####
******************************


9/28/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I made a reservation for a room at the courtyard Marriott in ***********, ohio. at the rate of $139. 10 minutes later my boyfriend e-mail me a link to ******.com the rate of which was $129. on the website the "Look No further" Guarantee says that they will match the lower price and give you 25% off. the I submitted the required paperwork and even went so far as to print and scan the website information for the exact same room on the exact same night for the lower rate. This "Look No Further" guarantee denied. not only was not offered the additional 25% they were unwilling to even match the price. I find that to be bad business. they stated the reason to be that they were unable to verify the price that it was now on the website as $149 when they looked. that was 5 hours after I submitted the claim.

Desired Settlement: I would like for the company to honor their guarantee of matching the price + 25%.

Business Response:

From: P*******, Kimberly
Sent: Tuesday, September 16, 2014 12:47 PM
To: '*********************'
Subject: Marriott's Response to your BBB claim regarding Marriott’s Look No Further Team

September 16, 2014

**** *******

Via Email:  *********************

Dear *** *******:

Thank you for your correspondence with the Better Business Bureau regarding your claim with Marriott’s Look No Further Team. We appreciate your comments and I am pleased to respond on behalf of Marriott International and the hotel.

We remain sorry for the challenges you encountered during this process.  We value the opinions and suggestions of all guests and will share your thoughts with the appropriate department within Marriott.  We hope you will accept our sincere apologies for this event.

We have researched your claim and found that at the time of validating your claim both ******.com and *********.com were selling rates that mirrored what was booked on Marriott.com.  This is the reason your claim was denied and without Marriott being able to validate the lower rate you viewed we are unable to approve your claim.  The Marriott Look No Further Team has 24 hours to validate claims from the time a guest submits it and they were able to validate yours in 5 hours and 23 minutes.  All of our agents are required to view the compared rate on a live website during processing. This is due to the fact that rates are limited in availability and rates displayed to a guest may fluctuate and even sell out before a reservation is confirmed. Offers described in claims are validated through a review of the entire reservation process through which the offer was found, beginning with a search for both the hotel and available rates.  When reviewing the comparison offer described in your claim, we were unable to locate the same offer.

For future reference, below is the web link to the Terms & Conditions of Marriott's Look No Further(SM) Best Rate Guarantee:

https://www.marriott.com/hotel-prices/travel.mi 

*** *******, we value your business and your continuing patronage is very important to us.  We look forward to welcoming you for many years to come in the time honored tradition of Marriott hospitality. 

Sincerely,

Kim P******* 

Kim P*******

Corporate Liaison

Marriott International 

9/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8-21-14, I ordered an electronic gift card from marriott.com (order# ******). Several hours later, a CSR left a message, telling me to call back for order verification (###-###-####). The CSR I spoke to was incompetent. She couldn't look-up my order by order number. And she kept asking me for my Marriott rewards number, even after I had told her several times that I didn't have one (She seemed "scripted,"like a cartoon character). After a long delay, she finally found my order. But she had no idea what needed to be verified. After another long delay, she then just spewed some "canned" material about Marriott's general practice of calling members to verify online orders of gift cards. But she couldn't tell me whether my gift-card order was now considered "verified," as she still didn't know what needed to be "verified," or whether anything actually needed "verification." Incidentally, this type of " phone verification" is hilariously antiquated. **** & ********** have programs that absolve merchants of risk for "card not present" transactions. Marriott's executives might want to look into Verified by **** & ********** **********.

Desired Settlement: I want my Marriott electronic gift card delivered immediately. And I'd like Marriott to send me another $25 electronic gift card as compensation for my having to deal with the buffoonery of a Marriott CSR.

Business Response:

After leaving a voice mail and an email requesting he contact us back to discuss, the following email was sent to *** ********:

From: C******, Candice
Sent: Friday, September 12, 2014 2:29 PM
To: ***********************
Subject: Better Business Bureau submission regarding your experience in ordering a Marriott Electronic Gift Card

 

 

Dear *** ********,

 

We are in receipt of a submission you made to the Better Business Bureau regarding your experience trying to order a Marriott Electronic Gift Card. We sincerely regret any frustration you have felt as a result of this experience.

 

Your order was placed in the early morning hours of August 21, 2014.  Later that day, as per our usual procedure with electronic gift cards, a call was placed to your number to verify your order, and a voice mail instructing you call back using a specific phone number (###-###-####).  From details contained in your submission to the Better Business Bureau, It seems that you did try to call.  Unfortunately, you did not call back to the number provided in the voice mail, as that office has no record of a return call.  A second voicemail, again stating the intent to verify your order and providing you the specific phone number (###-###-####), was left for you on August 22, 2014.  Again, the office has no record of a return call.  Unfortunately, because the correct office did not receive a response to either call placed to verify the order, your order was cancelled as possible fraud on August 25, 2014.

 

Please accept our apologies for any inconvenience this has caused.  If you would like to resubmit your order you may do so via www.gifts.marrriott.com.  Please ensure that if an order is placed you make note of the specific number you are asked to call back on to verify the order.  This will enable your order to be processed in a timely manner.

 

Thank you for bringing your concerns to our attention.  We look forward to serving your future lodging needs.

 

Sincerely,

 

Candice C******

Corporate Liaison

Mr. Marriott’s Office   

******************************

 

9/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am requesting assistance with the way I was treated by the Marriott Marquis after being forced to disclose the nature of my disability (100% Disabled Gulf War Veteran). Their level of service was so bad that it scared me to the point of panic when the night manager advised me “you can't stay here if we don't see you paid in our system!” After the first incident occurred, I made it very clear to the Hotel Manager (Pedro) of my status as a disabled veteran and the nature of my disability(PTSD) that was triggered the night I arrived and continued to be exacerbated every day until check out and once again today after seeing the money stolen off my credit card. Either I was retaliated against for contacting customer service on 6/21/2014, or the Marquis staff is so grossly incompetent their service was maleficent. Regardless of their excuses (i.e. “our new accounting system”) for their actions, after I notified the Manager of my condition as well as Marriott Rewards Customer Service the following day, they should have known their actions would only worsen my disability. My trip was supposed to be PRE-PAID and at the time of my reser