Got this email from the manager of the worst run Marriott:

Dear CJKatl,

Thank you for addressing your concerns with Marriott Customer Car. In researching these items, Missy Morris, our executive assistant, has provided me with documentation that all of these issues have been addressed....

Kindest regards,

Charles DiClemente

Well, Mr. DiClemente, none of the issues have been addressed. No points. The night still shows as a no-show for me. I still have this strange invoice. And I guaranty someone else is still being charged in addition to me for the room.

How rude. How lazy. How expected of someone at your property. You were told your people were creating a problem, and rather than finding out what it was, you chose to ignore it.

Can anyone tell me where to go next? I've gone through the customer care line, the billing line, and the rewards line. How can I get this seemingly easy issue corrected? (I know, I'm staying at the Embassy Suites next door from now on, but how do I get this past stay corrected?)

Update: Still no resolution, but lots more time wasted talking to people at Marriott trying to get this corrected. You would think getting a bill for a night for which you have been charged would be an easy thing.

The hotel sent me yet another portfolio. They reversed the charge. But get this: the room night was charged back to a third credit card number - not the mystery number it was originally charged to, nor to my credit card, which was charged when I raised a fuss. This property has found a third credit card and given that credit card the charge back.

The third credit card, like the first, is nothing on my Marriott profile, nor anything in my wallet. So two people have been charged for the room and a third has been given a credit. I guess they're not real careful about credit cards.

A third person, Joel, has now called and claimed to be the General Manager of this property. Someone named Clay and someone named Charles have already claimed to be the GM. I guess these people are so clueless that they don't even know which one of them is supposed to be in charge of the property!

"Mr. Marriott's Office" is now taking care of this. It seems easy - I need a portfolio that matches the charge to my credit card and shows that I stayed in the hotel for one night in October. Only at this property could that turn into a two month ordeal. This "Joel" person promised this would be resolved by tomorrow afternoon. Yeah, right. I'd love to be proven wrong, but not holding out much hope.

Do we still have the official marriott rep on this board?

It will cost you $$, but I'd overnight a letter to Bill Marriott with all the info you provided (and screw-ups) & let him know a) you need his office to sort it; b) you need his office to come down hard on the property.

This has gone beyond poor customer service & you've dealt with more than you've needed to. Good luck. I'll be offline for 2 weeks but will pull up the thread when I get back to see how it worked out.

Cheers.

I spoke to Mr. Marriott's office today. The promised me that they would call back today. It's almost 9:30 pm, so I guess they have a couple hours left.

Something tells me that they just pawned it off to the hotel. Yeah, the fifth time MI contacts the hotel it's going to suddenly do things right. So far, "Mr. Marriott's Office" has been a disappointment. They should have demanded it be taken care of right away and asked what they could do to get it done. Instead, they called the hotel and asked them to take care of the very thing they've been asked to take care of over and over again.

I'll give the hotel manager until early tomorrow to get back to me like he promised. He said he would "look into it." I would think he should be so concerned and embarrassed that he would have looked into it right when he got off the phone with me and not stopped until he had it corrected. Charging credit cards indiscriminately is obviously not considered a problem at that hotel.

When I spoke to today's GM claimant, he should have hung up and worked non-stop until the situation was corrected. He lacked that urgency. He explained to me that he didn't know how to do this billing. I'm sorry, but if you don't know how to use your billing system, should you be the manager of the hotel? Isn't knowing how to do your job a requirement?

1) I cant believe marriott concierge hasn't seen this and stepped in.
2) i can't understand what is so HARD about fixing this.....i fixed all kinds of crap for people with CC issues both when i worked at marriott AND jcpenney.

3) i am sure the cardholders and issuers of the cards getting charged for this would be interested in knowing....maybe call a local TV station in the area....THAT may work!

rocket scientists! sheesh...i walked out of that place several years ago, it was not too nice, and the staff was stupid. things haven't changed.

This morning, the night's stay is showing in my Marriott Rewards account, so obviously something has happened. Nobody has given me the courtesy of a call. I guess promising that they will call is Marriott's version of customer service, rather than actually following through on that promise.

Too bad the Marriott Rewards credit was the least of the issues. I'm still awaiting:

• A portfolio for the night.
• Assurance that the charge to the stranger's card was reversed to the stranger's card. (Otherwise in a few weeks when that person realizes they were incorrectly charged I will be back at square one. Something tells me none of the people at the hotel will still be there in a few weeks.)
• Assurance that the refund to the second stranger card was reversed to that card. (Again, otherwise this will come back and bite me in a few weeks when someone realizes they got a credit, MasterCard traces that the credit should have gone to me, and it appears to my company I got reimbursed for an expense that was refunded by Marriott.)
• Guaranty that the night is no longer recorded as a no-show, as my company is auditing more and more of our travel expenses and the appearance of paying for a night which shows as a non-stay would be hard to explain.
• An explanation of how any of this could happen, mostly because knowing what happened will allow me to ensure it does not happen again.

And yes, posting this list here is in the hopes that someone at Marriott will print out the list, call the hotel, and walk through item by item ensuring that each of list items is completed.

I don't think anyone an Marriott truly appreciates how much of my time this simple billing issue has drained. Looking back at my notes and phone records, at least twelve hours, or a day-and-a-half of typical workday. If a Marriott employee had spent this amount of time on a single billing issue, I'm sure Marriott would be asking the employee for an explanation. I'm sure Marriott would recognize there is something very wrong and not be happy with the employee. Marriott's requiring a customer devote this type of time appears not to carry the same import with them.

This has finally, hopefully, been fixed. What the GM told me on Thursday couldn't be done - a folio showing a properly recorded stay - was done by Friday.

I'm still confused why this issue had to be pushed so hard. I'm still confused why he would say he couldn't do what was done. I'm still confused how two credit card numbers not in my profile or wallet could have been used to charge my room.

One thing I'm not confused about - until I've heard the management and staff has been changed, I'm not staying at the Crabtree Valley Marriott in Raleigh again! (I guess that would mean each of the three GMs would need to be let go!)