Todd sent a message to Arne M. Sorenson – President and Chief Executive Officer of Marriott International, Inc. – Email Address that said:
Hello Mr. Sorenson,
My name is Todd and on August 19th for the first time ever me and my two friends booked a one night stay to the Residence Inn . My wife used her credit card to block off 2 rooms over the phone with Travelocity and was told no monetary holds would be held on her credit card and when we check in we could pay cash. When we got to the hotel I was told by the front deck attendant Katlynn the hotel doesn't accept cash up front and a hold would be placed on my wife's credit card until we checked out (no amount was ever explained). I told her to wait while I call my wife on the phone, My wife, Makeitha told Katlynn she does not authorize any holds on her credit card for the (2) rooms, my friend Dion then gave his credit card for the rooms which she ran on the credit card machine, I asked her for some form of documentation that my wife’s credit card info was removed from the data base, she said she didn’t have anything she could give me stating this only verbal confirmation that she replaced My wife’s credit card with my friend’s info. I found out today (Monday 8/22/2016) that Katlynn put $150.00 hold on my friend Dion's credit card and put $150.00 hold on my wifes credit card without authorization instead of putting the hold on my friend’s card and this is after we paid with cash upon check-out on Saturday before 12 noon. My wife and I tried called the location to and spoke the front deck attendant Katlynn, after she realized what we were calling about she told me she had other customers checking in she never came back to the phone. After a 30 minute wait my wife and I hung up, I called your Corporate Headquarters - and after explaining the situation to a customer care person she transfered me to General Manager of the hotel Pam . I explained the situation to her that my wife's credit card should have never had a hold placed on it after my friend Dion provided his credit card and she was reluctant to assist me in any manner. I called your Corporate Headquarters again and addressed my concerns to a supervisor Sherry who tells me the only thing she can do is call the individual hotel where we stayed to see if management would accommodate my wife I for the error. I’m contacting you because this has not been a good experience of hospitality, I’m a 3rd Party Coordinator for Airgas / Air Liquide Company and this minor matter puts a bad taste in my mouth for any of my other work colleagues to utilize your hotels for visits on business trips in the future. Please contact me to make sure this matter is not overlooked.
Thankyou in Advance,
Todd
