Complaints

• Initial Complaint

  05/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I attempted to make a reservation over the Marriott Website for my mother and sister for 2 rooms arriving on 5/4 and departing on 5/5. I had trouble getting a confirmation from the website that my reservation had been accepted and received an error message saying "something went wrong, please try again later". I tried again the following day and successfully received a confirmation for two rooms. On the day of check in, my mother and sister learned that there were 4 rooms reserved under her name. When asked about canceling the extra 2 rooms, the hotel said they had to charge for the stay unless they could resell the rooms. The next morning the hotel desk staff said that the hotel was completely full. But that they would not refund the money charged for the extra rooms. The ** at the hotel maintains that they were unable to resell those rooms but couldn't prove that and insisted that the charges stay. I asked about the glitch in the reservation system and she said that there isn't anything she can do because all she sees is if the reservation came through or not. I tried to reach Marriott corporate for a potential resolution but they referred me to the hotel directly. My mother was charged roughly $700 for the extra two rooms, I am seeking a refund of the unused rooms at the price that was paid.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a hotel reservation at Carmel ********************** **************************** with check in on 8/25/22. On the morning of 8/25/22 I felt ill and tested positive for COVID-19. Subsequently I notified the hotel myself and also through *********- priceline agent that I wouldn't be able to travel. I requested a refund of my reservation reaching out to Marriott directly myself, speaking with **** and leaving a voicemail for *****- the hotel manager to no avail. In such circumstance I believe the hotel chain should show some compassion and flexibility rather than prioritize only their bottom line. The reservation amount paid was $83.28

  Business response

  09/09/2022

  Good afternoon, 

  Thank you for speaking with me this morning. As discussed the guest booked his reservation through a third party site (hotels.com). Hotels.com took payment from the guest, not the hotel, because we did not take payment from the guest we are not able to refund the guest. The guest did book a non-refundable, non-cancellable  reservation that does include if canceling due to Covid-19. The guest received a large discount booking room type because it is non-cancelable. We did recommend to the guest In the future that the guest should be sure to book with our hotel directly using our standard rate so that he has the flexibility to cancel. 
  

  Best Regards,
  

  ***********************
  

  General Manager 

  Fairfield by Marriott *******************  

  1335 **************

  ****** ** 46032

  (P) ************

  (F) ************

  Customer response

  09/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  The response from Fairfield appears to be misstating several facts and is in direct contradiction with information I received form Priceline, not hotels.com as ***** states in her response. On 8/25/22 morning I notified Fairfield in ****** of my COVID diagnosis. I gave them courtesy and plenty of time to resell and utilize the room booked for me! Priceline reached out to Fairfield 3 times to this day in attempt to obtain a refund. It is not a question of whether or not the  reservation was discounted or refundable. It is a matter of sheer decency, compassion and hospitality to acknowledge that this case merits an exception. I left *****- the manager at Fairfield a voicemail and she never took a courtesy to call back. In summary, the manager hides behind a profit first policy and her actions are abhorrent and pathetic. I very much doubt that Marriott as a hospitality business stands behind such manifestations of greed,disrespect and rudeness!
  
  Regards,
  
  *********************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩