ComplaintsforCourtyard Marriot
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Complaint Details
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Initial Complaint
01/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
It was a complete and total failure by the staff and management at Courtyard Ontario **************** during my one-night stay from 1/13/24 to 1/14/24 with room 310. I demand a total refund of the points used for this stay plus additional compensation due to the following three issues:1.I placed an online reservation using points for a King one-bedroom room with a sofa bed roll-out couch. The room I was provided (310) had no sofa let alone a sofa **** It was physically impossible for a sofa or sofa bed to fit in this room with the king **** This was reported, and nothing was done. I did not get what I ordered and paid for. Nothing was done to accommodate me for this mistake on the part of the hotel.2.When checking in I asked the employee if any larger rooms/suites were available and/or rooms with a balcony. Despite several larger rooms clearly being available for the night posted online on the Marriott site, this employee lied and said there were none. Refused any upgrades and said my room (310) was the only one available. This was clearly not true. Why do your employees lie? What poor leadership/management would teach them this? There are only two reasons for this; one is to try to maximize profits at this s*** hole hotel to have walk-ins have to pay a higher price for the upgraded rooms, or the second is to prevent your employees from having to take more time to clean larger rooms. Either way, you are not honoring the rewards program and tier levels and are lying to customers. Keep in mind I checked-in at 10pm and was only staying one night. 3.On top of the poor staff, the room was not cleaned completely, and the bathroom was dirty. No free or continental breakfast. Way to fail!!Business response
01/17/2024
A Room move was declined by the guest after arrival. The property has issued a ****** points for the experience.Customer response
01/17/2024
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.Initial Complaint
09/19/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have been staying at this property since August 7th, 2022 through September 19th, 2022 in stretches of 3 and 5 nights. This property offered a "Package Rate" that includes 4,000 additional points per night stayed. Per the property & Marriott's terms and conditions, these points will be posted within 10 days of checkout. I have been paying on average $65.00 per night for this package rate compared to the standard rate, a total of $1,820 before taxes and fees. (well over $2,000 following that). I have tried multiple times contacting the property General Manager, **** ********, with promises the points would be posted and confirmation from him, yet nothing has been resolved yet. I have also reached out to Marriott Customer Service and Marriott's Ambassador Elite team for resolution, and they are also unable to reach resolution with the property General Manager, **** ********. This is fraudulent and theft as I am contractually paying additional for a good/service that has not been fulfilled and being blatantly ignored when trying to seek resolution from the property.Initial Complaint
08/26/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I booked two rooms through Marriott for this hotel and stayed 6/21/22 and 7/25/22. The rates I booked were higher but included 4,000 BONUS points per night. Those bonus points have never been added to my account. In July I asked to see the GM, **** ********, he was sick and unavailable. I finally called **** ******** but his VM was full. I kept trying but never reached him. **** finally called ME and left me a VM 7/19/22 to say he never got the request to call me(?) And he was putting 10,000 points in my account. **** called again next day and got me, and said same. 7/29/22 I called **** who told me his credentials were tied up but he would take care of this. 10K and 4K and more for the trouble. 8/10/22 2:45PM I left a VM for ****, no points seen. 8/26/22 1:50PM **** no answer and mailbox full. I am a Lifetime Titanium customer and have never been treated so poorly by any property. Sadly my next step is the BBB. ******* ***** ******* ********* *** ******** *******************
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.