Paul sent a message to Arne M. Sorenson, President and Chief Executive Officer ,Marriott International Inc. Email Address that said:
Paul
Good day Mr. Sorenson: First let me assure you I am not someone who typically emails the CEO of an organization. In fact, this is my first time.
I have enjoyed being a Marriott customer for many years. I even had the pleasure of planning and making a wedding for my daughter 6 years ago at the Ritz Carlton in Philadelphia.
I am writing to you today regarding a Marriott practice that I feel is unfair. In January of this year I was supposed to attend a party for a family member in Florida and chose to stay at the Delray Beach Marriott. I went on-line and booked a reservation for January 18, 2016 for one night. Unfortunately my wife ended up with the flu and we were unable to attend the party in FL. It turned out that I booked the hotel on a guaranteed reservation. I called to cancel and was told that since it was a guaranteed reservation the hotel would not refund my money. After checking my reservation and realizing what I had done I asked that the funds used be applied against a future Marriott reservation. I was told that could not happen but the Delray Marriott would move my reservation to later in the year. While I appreciated that offer I soon realized that I really would not have any reason to visit Delray in the future, I called and spoke with Marriott customer service on two different occasions asking only that my deposit on the room be allowed for use at anther Marriott property, I was not asking for a full refund only the ability to use it at another location. The Customer Service representatives were understanding and helpful and submitted my request for further review. Eventually I was told that Marriott has no ability to make this accommodation as each hotel is individually owned. The frustration I have is that when I book with Marriott I am booking with one of the premier brands in the hotel space and not booking with Delray Marriott. Frankly, if the Delray hotel was not a Marriott I likely would not have booked it. I was using Marriott. As a consumer I use Marriott Hotel and Resorts and I do not see it as individual hotels. I would appreciate your assistance in helping me get the $361.76 credited back to me so I can actually use it at another Marriott property. I am not looking for a full refund only the ability to use it in another location of my choosing. Thanks for your time. Paul Rewards
