Complaints

This profile includes complaints for Marriott International, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Marriott International, Inc.

  7750 Wisconsin Ave Bethesda, MD 20814-3522

• 

  Marriott International, Inc.

  1960A Chain Bridge Rd Mc Lean, VA 22102-4001

• 

  Marriott International, Inc.

  16 Glenmaura National Blvd Moosic, PA 18507-2126

• 

  Marriott International, Inc.

  1150 22nd St NW Washington, DC 20037-1219

• 

  Marriott International, Inc.

  7800 Ferry Ave Clinton, MD 20735-1731

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/21/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 25, 2024, I noticed that my Marriott Bonvoy rewards account was locked. I promptly contacted Marriott and asked for assistance on unlocking. They said they were reviewing and would get back to me. Again, on February 5, 2024, February 15, 2024, February 21, 2024, I have contacted Marriott elite services and each time am given a different story, asked for various personal information (including credit card and pin?!), and each time I am told it's some "mysterious" departments responsibility to get the account unlocked. I have submitted all necessary information, including a copy of my drivers license, and still, the account is locked. At this point I am suspecting something larger at hand, and am filing this complaint to try to get some resolution. I have tried all available means on my end and instead am getting no where.

  Business Response

  Date: 02/27/2024

  -Marriott's Corporate Office of Consumer Affairs has left the guest two voice messages and sent her two emails with no response back to OCA
  -The guest’s account is no longer under review.
  -****** ********, Corporate Liaison, Marriott's Office of Consumer Affairs.

  Customer Answer

  Date: 02/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  Somehow in the miracles of miracles of filing this complaint with the BBB, my account was quickly unlocked.   I have attempted to call the person back with no response.  At this point, you can close this and I will move on to another hotel brand.  Thank you for you help.  
  ***************
  
  

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No towels had to share-was told over 90 people checked it Friday so towels and linens were in the washer and dryer and never received. Tub don’t drain—when you take a shower the water didn’t drain while showering and held for at least 15-20 minutes afterwards. Leftover Diet **** can on desk—housekeeping clearly didn’t do a thorough cleaning of the room. Diet **** can was left in clear view on the desk in the bedroom. Room across smoked marijuana entire weekend. I thought this was a nonsmoking hotel, the guest in the room across from us smoked marijuana the entire time we were there. It smelt horribly though to our room the entire stay. So I know housekeeping or someone of personnel smelt it as well.

  Business Response

  Date: 02/13/2024

  Hotel leadership has contacted guest and apologized for her experience. No compensation will be offered as the hotel feels that they did attempt to resolve the issues during the stay. We must respectfully decline any further actions taken on this issue as occurrences of this nature are at the discretion of hotel leadership and we support their decision.
  
  - **** ****, Liaison, Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 02/14/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the information was incorrect provided from the hotel staff. 
  The towels were not delivered until the next morning after I had to call and request them again. 
  The engineer never showed up to address the issue about the tub the entire stay and no an option to move rooms was not presented to me. Only that the issue would be sent to the manager. That’s why I’m more upset about the entire stay because instead of taking accountability there’s lies and excuses being told. I’m attaching a picture and video with the timestamp of the tub issue. If it was fixed by the engineer my stay was from Friday January 5-7 I checked out on Sunday January 7th and there’s still the issue. Please advise your staff on telling lies to protect themselves and accept responsibility for the mishap. 
  

  Regards,
  
  ************************

  Business Response

  Date: 02/19/2024

  While we regret the guest's continuing dissatisfaction, Marriott's Office of Consumer Affairs will support the hotel's decision and no compensation will be offered. Additionally, as the guest booked the reservation using a Marriott Friends and Family discount, any additional questions or concerns will need to be addressed to the associate and manager listed on the form provided. 
  - **** ****, Liaison, Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 02/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: no actions or apologies were made. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:02/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two reservations were booked under my name. ***** O'******************************* (12.1 ) and *************************** (12.2) - On 12.2 I spoke with the hotel to cancel one of the reservations ( Confirmation Number: ********) was cancelled. I also booked another reservation, online Confirmation Number ********, to extend my stay on Sunday night 1.21.2024 which I then cancelled because I no longer needed that room because my Daughters team would not be staying longer. That reservation was cancelled on 1.16.2024. When I called and spoke with the front desk to ensure that room was cancelled and that I only had one room booked. The Girl I spoke with said yes, one room. I then asked her to add my Husbands name to the room because I wasn't sure that I would be able to stay at the hotel. She told me that would not be a problem and added his name to my reservation which she was able to bring up right away. NEVER once asking me which reservation he would need to be added too which indicates to me that she only saw ONE room reserved. I also told her at that time that I would like to change my request of being placed next door to the *** ******** Family and placed next door to the ******* Family because my Husband was traveling down with them and we would need to be escorted to the tournament that was taking place that weekend in their vehicle. The girl then told me that would not be an issue and proceeded to make note of it. Again not confused at all about my reservation. We later found out that she never actually did what we requested because we were right next door to the *** ******** family and they never accommodated my request to be placed in a room next to the ******* family, (after she said I was all set) My Husband, ** ******** checked into the hotel on Friday January 19th, 2024 gave his last name of Rancourt and again- one reservation - which he checked into and stayed until Sunday January 21, 2024. On Monday January 22, 2024 I had a pending charge of $209.79 which was stated was for a "no show" fee for the room that was "supposedly" never cancelled. I am requesting the $209.79 refund back to my original form of payment or a credit for my upcoming stay at a Marriot in New Jersey. During my Husbands stay ( as well as the other members of the tournament Team ) my Husband stated that the staff was extremely rude to all of the guests participating at the tournament. The cleaning staff was yelling at the 10 year old Girls. They were not at all helpful through the stay and seemed frustrated and annoyed that the hotel was filled with kids for the weekend tournament. This was shown through the attitudes that were portrayed by the staff that weekend. When I called to speak to the General Manager regarding the $209.79 charge to my account, the Front desk and General Manager would not work with me and basically told me I was wrong and that they would do absolutely nothing to resolve the issue and hung up with me. My family stayed there the weekend, paid the 2 night hotel fees of $419.58, purchased food at the hotel, and again still would not work with me regarding this "no show" fee. I am requesting a refund or a credit to another Marriott location. I escalated to the Corporate Offices and spent 4 days trying to work with them on this specific case and they too stated that they cannot help me because the General Manager wont do anything about it. I asked them to raise it to another manager at the Hotel and they stated there is nothing they can do from their end because the General Manager, they spoke too ( which I worked with and knew wouldn't help) refuses to refund me the money because they are right and I am wrong. I am a Marriot Bonvoy Customer and would like to work with someone who will reconsider this case. Again, its a $209.79 charge- not a large sum of money. There are numerous complaints about this location on their website including several complaints, specific to the staff, and how they are lacking the proper training in customer service skills. I hope that Marriot corporate can address the situation within this facility. Example 1: Not the same hotel This hotel needs to be audited by management. Staffing is minimal. Not trained properly in customer service. Hotel accommodation are filthy and Breakfast is missing the continental portion. Please take note there were a lot of complaints by other patrons. Example 2: Very under impressed Not clean and housekeeping did not service rooms despite request Breakfast was under stocked- 2 hrs before ending, only scrambled eggs left Staff seemed put out to help Would not recommend Example 3: Do not stay here. The parking lot is dark. The staff is rude and the hotel hallways are so unbearably hot. Looking forward to hearing back on a resolution. Thank you 

  Customer Answer

  Date: 02/01/2024

  Will the original complaint get displayed on the BBB site?

  I am willing to cooperate with the business, if they do the right thing and refund the money, and permission the complaint to be removed from the BBB.

  Business Response

  Date: 02/02/2024

  Marriott's Office of Consumer Affairs confirmed that as a one time courtesy exception, the guest has been refunded as requested. This was communicated to the guest by email. Thank you.
  ***** ******
  Corporate Liaison
  Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 02/03/2024

  I am satisfied that the Business did the right thing by refunding the money- Please go ahead and remove my complaint from the BBB. Thank you.

• Initial Complaint

  Date:01/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Here are my personal details:- *************** Membership Card Number: ********* - Email: ********************** Phone: *********** Regarding my reservation details:- Booking Confirmation Number: ******** - Hotel Name: ***************** - Check-in Date: February 2, **** - Check-out Date: February 5, **** Today, I received a notification stating that the hotel would be unable to provide a room on my check-in date but offered to transfer me to another hotel. This is concerning as it appears to contradict the guarantee of available rooms outlined in the membership terms.One of the reasons I chose ***************** is its unique panoramic environment, facilities, and location. Being transferred to another hotel may not meet my expectations for the accommodation. Additionally, such a handling may significantly impact my travel plans and cause inconvenience and disruption.Before my check-in, I kindly request a thorough investigation into this matter and an explanation along with a reasonable solution. I believe resolving this issue is crucial for maintaining customer relations and upholding the reputation of your ******* have already contacted the staff of Marriott Hotels Group and they have stated that they do not provide any solutions. This is a violation of commercial terms by Marriott Hotels, not a problem for the guests. I hope the company can provide a proper solution.

  Business Response

  Date: 02/02/2024

  Marriott's ****** of ******** Affairs and the Hotel's Director of Welcome have been in touch with the Guest. Although the Hotel was unable to meet the Guest's request for Marriott Bonvoy points, he was offered relocation at the same rate, or a complimentary night for a ***********.
  
  ***************************, Corporate Liaison, Marriott's ****** of ******** Affairs

• Initial Complaint

  Date:01/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon completing my end of year military travel card reconciliation, I recognized an erroneous charge on my credit card that was made by Marriott Hotels (specifically the Marriott Element in Palmdale California). This charge was made on in March 2023. I reached out to the hotel branch inquiring why I received this charge. I did in fact stay at the hotel later in the Month and was charged correctly for that stay. This was an additional charge during a period that I was not staying at the hotel. The hotel informed me that the charge was due to "me" making a reservation on the 3rd of March and then immediately cancelling it. This reservation was supposedly a "prepaid" reservation and they would be unable to refund the charge. This was not the case. I had made the correct reservation for the stay that I actually used and was charged correctly for that. I had no receipt or record for this erroneous charge and it was the only charge on my profile history that was not there. So.. I had nothing proving what they said I did actually happened. I followed this with (3) inquiry calls to Marriott corporate. The first two calls, the representative openly admitted that it was odd having two charges under one reservation number and they both up channeled a refund request and told me they'd reach out in 3-5 days. I was never replied to. Today, I called Marriott again and was met with lies, and false statements. The representative first stated that I made this reservation over the phone, then followed with that they'd investigate it because I made it over the internet. She also stated that the notes in the system from my previous inquiry stated that I admitted to making the reservation and cancelling it which makes no sense as to why I'd be disputing it for a month. I requested these records as evidence of false statements and was met with rejection. I then asked to have these records sent to me under freedom of information. The representative denied and rejected my request.

  Business Response

  Date: 01/23/2024

  Marriott’s Office of Consumer Affairs has been in touch with the guest. Although the hotel was unable to meet the guest’s request for a full refund, Marriott's Office of Consumer Affairs recommended that the guest dispute the charges with his credit card provider. 
  
  ****** *******, Corporate Liaison, Marriott’s Office of Consumer Affairs

  Customer Answer

  Date: 01/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The feedback provided by the company was that they were no longer pursuing helping me due to the length of time from this claim. I have been working with this company on this issue for almost 5 months. Every representative along this process has told me they would get back with me in XX of business days and never reply. I follow up with the company and get the same answer and the same wait period. Those days add up and now here we are and the company doesn't want to do anything because it's been too long. The period to dispute with credit card has long past while trying to work this with the company. The company also recommended I change my account password insinuating that maybe this was done maliciously. I will be happy to, even though this is the only instance of this happening in a very active account. 

  I also noted and requested a few things from the company regarding this case. It was brought to my attention that a representative entered false statements from me after one of my inquiry calls. They also stated there would be an IP address investigation to run down and prove that I made the reservation. I requested copies of all the case notes from the company as well as a copy of this IP investigation. As with anything else regarding this case, the company has refused to provide and only wasted my time. 

  Regards,
  
  *************************

  Business Response

  Date: 02/05/2024

  Marriott’s Office of Consumer Affairs has been in touch with the guest. Although the hotel was unable to meet the guest’s request for a full refund, the hotel offered a 25% discount for a possible future stay. 
  
  ****** *******, Corporate Liaison, Marriott’s Office of Consumer Affairs

  Customer Answer

  Date: 02/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  ****** with Marriott has been very responsive since I started the BBB complaint process. He should be highlighted over those that never reached back and lacked integrity by generating false conversations. He did inform me that the specific location (Element Palmdale, Ca) offered me 25% off a stay at their location. Not very considerate given I live in Georgia and the likelihood of using what equated to less than 15% of the money that was take is minimal. 
  

  I was also required to report this to my military legal and travel office. After reviewing my call notes, statements, and audio recordings of calls, They have deemed this establishment a no travel option as its their intent to ensure members are not taken advantage of. 
  

  I'm fully confident that Marriott has no intent to right this mistake. 

  Regards,
  
  *************************

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A employee of this hotel stole a $6,000.00 chain out of my room now the hotel. The hotels knows who stole it I have an insurance claim but they will not give me the proper information for my claim.

  Business Response

  Date: 02/06/2024

  Marriott’s Corporate Office of Consumer Affairs has been in contact with the guest. The guest has confirmed that a claims adjustor has contacted him regarding the outcome of his claim. Marriott’s Corporate Office of Consumer Affairs support’s the claims adjustor’s decision and the guest understands our position. 
  
  **** ******, Corporate Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently had a hotel stay at the residence inn by Marriot at the Nashville airport location from the dates of 12/12/2023-12/17/2023. My stay was not the best of stays at a hotel. My room had a stinch to it and housekeepers did the bare minimum to clean the room my entire stay. The much bigger issue that I experienced is that I was placed at this hotel by my insurance company, the company set the room reservation up so me as the customer had no dealings with the room reservation at all. The hotel already initially had my insurance company's billing information for the room. I was only supposed to be responsible for incidentals. I was charged for the entire stay upon check out from the hotel on the 17th of December. Once I realized the hotels mistake I immediately called customer service to have this issue resolved. Customer service reached out to the hotel via sending them a finance ticket to correct the mistake. I then received a email from a random lady on the 31st that did not include any contact info for me to reach her directly. She was asking for my insurance company's phone number so that she could bill them. I responded to this email on 01/02/2024. I never heard back from this person once I provided the information to her. I had to call customer service several times to get this situation resolved. As of yesterday myself and my insurance company were able to directly speak with the hotel and my insurance company had to provide the hotel paperwork for them to bill the company. This should have been done on the front end and me as a customer should have never been directly involved in this mishap. The hotel is now stating as of yesterday that the refund would take 5-7 business days to come back to my credit card. My issue is that this was all around handled incorrectly no one has even offered so much as a discounted stay, a coupon, an apology, nothing! My credit card utilization rate is now all out of whack due to the hotels mistake. Case Number:  *********

  Business Response

  Date: 01/12/2024

  The guest has been contacted by the management team of the hotel and was offered 5K Bonvoy points as a goodwill gesture. 

  ******************
  Corporate Liaison | Office of Consumer Affairs | Marriott International, Inc.

  Customer Answer

  Date: 01/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thanksgiving, 11.23.23 my family and I stayed at ALoft Hotel.The room we were given had a fuaklty heater and we were not offered a different room after complaining multiple times. It cooled down the second the heater switched from heat to AC (!!!) (aka no insulation), but the heater never stops and blows AC after the heat whcih was also a setting one could not change. Heaters were cheap all units one finds in motels. It was on automatic and no setting changes this. Also they use those motel heaters. built into the walls from the 80s.There was also a cold draft coming from under it and from the outside wall - it appears that there is little insulation used in this hotel. When we complained they said they were sorry there was nothing they coudl do. The hotel was almost empty, parking garage (no security) was also empty.2. When I went downstairs early, the attendant was sitting on a bench in front of the front desk sleeping and it smelled of weed. He did not wake up when I appeared. We had jet lag ad were hungry 3. There was no heat AT ALL in the shower and bathroom ready area.4. The plate that is behind the temp control on the shower turned and was not installed properly. 5. Sower floor was slimy and as I was fiddlign with the faulty shower I almost slipped.I complaine dto marriot and ****** in senior mabagement said the hotel manager said we never called to complain, this is an outright lie.6. The toilet doors did not close and kept jamming.We had cold air blowing on us in bed alternating with heart all night . AWFUL - not worth $240. We left at 5am.

  Business Response

  Date: 01/13/2024

  Marriott's Office of Consumer Affairs has mediated on behalf of the guest with our on-site hotel management team, addressing the issues presented. A refund was processed for $260.84 on 01/13/2024.
  Thank you.
  ******** ******, Corporate Liaison
  Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:12/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date: December 3, 2023. Stay was on December 9 (leaving on December10), 2023. Issue was excessive noise in hotel room. It took 3 calls and threatening to involve law enforcement to resolve the sound issue, at 1 AM. The noise was excessive from mid-afternoon until 1 AM. Also, when I checked out, at the front desk, the employee said that I would be contacted concerning the issue. This follow-up was also less than optimal.On December 12, 2023, ******************************* said that they believed in full satisfaction and said that the stay would be refunded and that the refund would appear in 5-7 business days. I re-contacted ******* on December 23, 2023, to say that the refund has not appeared. ******* responded and said that that wasn't anything further on their end and to keep them posted. As of end of business on December 27, 2023, refund has still not appeared. I called my credit card company, and they have also not received a refund.

  Business Response

  Date: 01/04/2024

  Marriott's Office of Consumer Affairs have been in touch with the Guest. The guest has been refunded. Marriott's Office of Consumer Affairs confirmed the guest has received the refund
  
  ****** ******, Corporate Liaison, Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 01/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

  Customer Answer

  Date: 01/04/2024

  I appreciate BBB's efforts to resolve this complaint.  Marriott responded in a very timely way following their notification of this complaint.

• Initial Complaint

  Date:12/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the Courtyard by Mariott 100 Springside Dr Akron, OH 44333 for a month on a work contract. They charged me daily while staying and an incidental fee that was supposed to refund back to me after checking out. I checked out the hotel 10/28/23 and have yet to receive the money after speaking with the hotel several times.

  Business Response

  Date: 01/19/2024

  The guest was disputing a refund for incidentals. Marriott's Office of Consumer Affairs reached out to the Hotel Management, who informed the guest that they had already processed the refund. The guest was satisfied with the interaction.
  
  **** *********, Corporate Liaison, Marriott's Office of Consumer Affairs