We have chosen your hotel" JW MARRIOTT SANTA Monica "5* for holidays from 09/26/22-09/30/22/ . We have long dreamed of visiting the USA, Los Angeles, and you have destroyed THIS DREAM!When choosing a hotel, I did not believe the negative reviews about your hotel - everyone complained about the late unblocking of deposits on the card and non-refunds of deposits. I couldn't believe that in such a highly developed, democratic and modern country, in a 5-star hotel, this could happen to us! But... unfortunately, I was convinced - the reviews turned out to be fair (I was in 75 countries and never encountered such an attitude!!! . Before staying at your hotel, we stayed in New York at the Riu Plaza New York Times Square Hotel - everything was magical!
And so, on 09/26/22 — we arrived at the JW MARRIOTT SANTA Monica 5* hotel in the evening and the young man said that he would block $ 600 on the card based on 4 nights of $ 150, I asked if I could have breakfast on account of this money, he replied - of course, no problem, just with I asked about the tax, he didn't answer anything at all and was surprised by my question. 09.27 .22 I found out that your hotel had blocked another $300 from me, I went to the reception, they didn't answer that there were no problems.they will be returned — I still believed . There was a sheet in the room with information that the hotel was being renamed, and I wondered if it would make a mess. Arriving at breakfast on 09/28/22 — the waiters said that you can not eat on account of the deposit. Well, we didn't argue and settled right away!And so ... at about 10 a.m., 30.90.22 we vacated the room, went to the reception, there were 3 women, at the same moment your hotel charged me another 165.82 dollars for breakfast, I began to ask - why?? /
You have to deduct them from the deposit, which is already overstated by you!But your employees do not know how to count at all and did not agree with anything, somehow, after half an hour of dialogue, I convinced them with my bank statements that you had my 600+ 300+ 165.82=1065.82 — 165.82 ( for breakfast)= for a refund of $ 900 — I was promised to unlock it within three days .There is still no money! Although my curators have repeatedly written to you.Your excuses about different banks and the bank of my card are not an argument! Since after our stay in Los Angeles, we flew to Miami, we were at The Miami beach edition hotel.There was also a deposit, but at the same time the service and maintenance were at the highest level!!!The deposit was returned to me within 3 days, the payment for breakfast was deducted from the deposit, everything is clear!!! no "features" of banks, etc. have affected the refund!Especially, sorry, in the background of your hotel!The impression of your hotel was ruined by the whole trip to the USA. Your employees are not distinguished by politeness, knowledge, intelligence, tact and good manners — in fact, the main features of service workers!! But that's not all, on 3.10.22 your hotel took another 110.16 dollars from me!!! that is, until the money on the card runs out (as they say in the reviews), will your employees live at my expense?If the money is not returned to me in the near future, I will have to apply to international courts!
with the hope of understanding and pre-trial resolution of the problem
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Марина Иванова
Level 4 Local Expert
September 30, 2022
The horror!! They blocked $ 600, for 4 nights, a day later, without my knowledge, another $ 300, another $ 166 was withdrawn for breakfast, there were poorly educated lazy girls at the reception (they would have been fired in Russia long ago), they could not add up these three figures!! I spent 30 minutes at the reception and I was unsure that $900 would be unblocked for me - this is a great deal, not a foot more!!!
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Victor Nikolaev
Level 7 Local Expert
November 26, 2019
Good location, umbrellas, towels, beach chairs for free.