ComplaintsforMarriott International, Inc.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am currently staying at the Residence Inn, ***************************************** in Houston, TX. Unfortunately, my experience here has been far from satisfactory, and today, I reached my limit. I specifically requested a room that has not accommodated pets due to allergies, but it's evident that a pet had been in the room, possibly leaving behind fleas/ticks. To address this issue, I purchased flea and tick salt from ******** applied to the carpet and successfully resolved it. Another point of contention has been the housekeeping service. They don't collect used towels/linens, I started placing them outside my door in hopes of having them replenished. However, instead of replenishing these items, the housekeeping staff would only collect them and provide garbage bags. They consistently refuse to provide us with fresh towels, forcing us to visit the front desk. Front Associates claim they are not permitted to leave the front because they are working alone. I find it hard to believe this explanation since I have not seen multiple associates on any shift during my stay. On Tuesday morning, I encountered the housekeeper, an older white lady with her hair secured in a clamp or ponytail. I brought up the issue of the towels, and she promptly provided me with the towels. I requested that the floor be vacuumed. Regrettably, when I returned, I found that nothing had been done. I was met with the same situation: no towels or linens, only garbage bags. I was too fatigued to fetch towels myself Tuesday night. Wednesday morning, I called and ****** informed me that she couldn't deliver towels/linens to my room; I had to come and get them. This delay caused me to be late for work. I then requested to speak with management, but was told that **** wouldn't be present until 1 pm. Today, my patience was pushed to the limit. I approached the same housekeeper, explaining the recurring issue and what I needed. While she collected the necessary items, she yelled "I don't have time for this."

  Business response

  10/31/2023

  Marriott International has been unsuccessful reaching the Guest after a few attempts.  The General Manager has been successful and communicated with the guest, an agreed upon resolution has been reached.  According to the General Manager this is resolved. 

  *************************, Corporate Liaison, Marriott's Office of Consumer Affairs

   

  Customer response

  10/31/2023

  I spoke with the general manager and we agreed on the refund. The refund wasn't processed therefore, she advised that she will arrange a stay to cover the refund. Everything should be fine and arranged within the next day or two. Reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* **********
  
  

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Stayed at Courtyard by Marriott Philadelphia Great Valley Malver in room *** on September 22, 2023 and the room had bed bugs. Requested a refund and the General Manager refused to give me a refund. Provided the general manager with a bed bug from the room. Two front desk clerks confirmed the bug was a bed bug. Have witnesses and photos of the bed bugs. Asked to have belongings put into equipment that kills bed bugs. The facility was not equipped with the equipment. Our belongings included two grand worth of clothing and accessories for a formal wedding we attended. We needed to have our belonging properly treated for bed bugs at our own expense. The room was filthy, and the tub had lots of rust. Have photos. Read other reviews online after returning home that the same room had bedbugs and the patrons had blood in there bedding and were bitten over night. They have photos posted in their review. At this time I am asking for a refund of $149.85 paid.

  Business response

  10/13/2023

  Marriott's Corporate Office of Consumer Affairs has further mediated on the guest's behalf with the hotel's General Manager. It was confirmed that a pest control company came to the hotel and after doing a full inspection was unable to find any evidence of bed bugs. Based on this information the hotel will not be able to provide the guest with a refund or additional compensation. An email with this information was sent to the guest. 

  Customer response

  10/13/2023

  [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:
  I provided the bugs to the general manager. Pest control was not provide that bug to ID.

  Room was filthy. Tub was significantly rusted. 
  
  Regards,
  
  *******************************

  Business response

  10/19/2023

  Update-After further review of the concern the General Manager has offered a full refund of $149.85. The Marriott Office of Consumer Affairs has sent the guest an email to confirm the refund and attach an updated copy of the folio showing the credit. 

  Customer response

  10/24/2023

  [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

  09/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a stay through ********* for $152.87 for the Courtyard Marriott at Yonkers. Marriott received the payment from ********* and used their virtual **********. I was erroneously charged an additional $145.60 on my **** at check-in which has not been refunded despite numerous attempts.

  Business response

  09/22/2023

  Marriott's Corporate Office of Consumer Affairs has been in communication with the guest. A refund has been issued for the overcharge. Please allow 5-7 business days for these funds to be available again.
  ***** ******, Corporate Liaison, Marriott's Office of Consumer Affairs

  Customer response

  09/30/2023

  [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

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Worst experience for $600 a night room and $35 a parking at Niagara Falls, Canada. While waiting for room to be ready.. truck, luggage and passport stolen right from their parking lot less than two hours from arriving. I would at least expect some sort of security out of a high-end Marriott property. Maybe a barrier and a controlled gate to ensure customer safety, or at least someone watching the security cameras they have installed. Totally ruined my 10-day vacation, and even with insurance was a several thousand dollar lost to my family. Marriott even charged me for the 10 hours I spent at the hotel which I thought was wrong. Marriott didnt even give me a ride to the US border, my family had to walk 4 miles in the heat. Marriott keeps sending me advertisements to spend more time at that hotel, which I asked to stop several times because it because emotional distress by reminding me of the incident. I asked Marriott to refund my night stay, upgrading me to the presidential suite was not a plus to me it seems more of a tease because I could stay. I asked Marriott to improve their security at that hotel. Even the local police commented that a multi-million-dollar resort should have been better security. I asked Marriott stop causing me stress by sending me advertisement to ******. Finally, I tried to resolve this over their Tweeter (X) account, and they just blew me off and stopped responding.

  Business response

  10/03/2023

  The hotel's Assistant General Manager and Marriott's Office of consumer Affairs have communicated with the guest.  The guest has received a full refund. 
  
  ****** ******, Corporate Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stayed at the W Philadelphia 7/14. Having jaw issues, I use 2 expensive custom dental guards at night. We were traveling from the W Philadelphia to the W Hoboken. Right away I realized I had left my guards (which were inside the brand new travel case) on the desk & called the W immediately. They said they would go to the room & call us back. After no call back, I called the next morning. Explained everything again, was promised they would call back, never did. I called Monday, talked to someone else, they promised to call that afternoon, never did. I called Mon evening, talked to another person, explained the story, was told there was now a guest in that room. I told him, there’s no way it’s still on the desk & that the housekeeping must have it because there’s no way they would discard dental appliances in a case. EVERYBODY knows how expensive they are. He told me as soon as the guest left on wed morning they would ck the room & I was to call back on Wed at noon. I knew there was no way the case was still there but I did what he said. I called wed at noon, got the same guy, he acted like he didn’t know what I was talking about! Had they checked the room when we called the first time, they would I have been able to get them. I had to explain that he told me to call at noon! He said they never checked the room. He said to file a claim which I did. A few days later the claims called me. I explained the whole story, was told “I don’t work on weekends,” to give her a few days to get some info from the lost & found and that she would call me back. After 10 business days & no call I called her & left a message. She never called back! I filed a claim via email a couple days after our stay, the person that got that claim finally emailed me. I told her the story, she reached out to the claim’s person. That person finally called & left a message to call her back w any questions. But the number rings about 10x then hangs up… she never answers & there’s no voicemail.

  Business response

  09/09/2023

  Marriott's Office of Consumer Affairs confirmed that the hotel has responded to the guest on multiple occasions explaining that they are not liable for left behind items. The guest's item was never placed in the specific safe keeping of the hotel staff therefore no compensation will be provided. Thank you.
  ***** ******
  Corporate Liaison
  Marriott's Office of Consumer Affairs

  Customer response

  09/14/2023

  [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:
  
  Regards,
  
  ***********************
  

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a reservation at Fairfield Inn in Fort Walton Beach thinking it had a restaurant and beach umbrellas. When I arrived I realized neither one was there. The pictures on the website are not representative of the breakfast available. I must have been mistaken on the umbrellas, but it was a but disappointing. I checked in online and said we would be arriving around 1:30. When we got there, our room was not ready and would not be ready for 2 hours. It was raining so the beach wasn’t an option. There was another family waiting for just as long. I just can’t imagine housekeeping not being able to clean 2 rooms in 2 hours, but especially since the checkout is at 10. When we were getting ready to check out I asked if we could get a late checkout, that was also a no. I have been a member of Bonvoy for years but this was such a disappointing stay. At the front desk I noticed a “Fairfield satisfaction guarantee” and “as us about it” I asked and the manager came out. I said I wanted to ask about it. He said what do you want to know. You’re not getting a free room if that’s what you want. I could give you a small discount but only if you can show me where it says we have a restaurant and beach umbrellas. I wasn’t able to find it so it was my mistake I must have confused it with another hotel. One of the elevators was broken and everyone had to wait so long. Additionally we never had conditioner in the room. The manager never apologized for the check in wait, he said well our checkin time is 4 and you checked in by then. He said I didn’t have to stay there if I didn’t want to, since the elevator was broken. Surely all the rest of the hotels were booked too, especially that we had a suite. He said if I go to contact Marriott directly they will just loop me back to him. I wasn’t looking for a free night. But the attitude and lack of response from Marriott online when I submitted a complaint has really aggravated me. A different attitude from the manager could have made all the difference in my experience. The rest of the staff was great

  Business response

  09/08/2023

  The Hotel General Manager has been in contact with the guest to apologize for her experience. The guest was informed that check in and check out requests are based on availability and not guaranteed. In addition, the Hotel General Manager shared that the hotel is committed to providing a memorable experience with exceptional service and invited the guest back to the hotel in the future.

  *********************, Corporate Liaison, Marriott's Office of Consumer Affairs

  Customer response

  09/23/2023

  [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:
  Upon checkout it stated the Fairfield guarantee was a free night’s stay if you’re not happy. The manager said they are phasing it out. An invitation back is not exactly that. At this point I would like to ask and receive a free night’s stay for all the time and trouble. I was offered 10k points for Marriott. When I looked it up, it equaled to 1/4 of a night’s stay and that’s just not good enough. 
  

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

  Business response

  10/03/2023

  Both the Hotel General Manager and Marriott’s Corporate Office of Consumer Affairs have been in contact with the guest to apologize for her experience. The guest arrived at 1:30 PM and was informed that the hotel did not have a room available. The hotel was later able to accommodate an early checked in at 3:30 PM despite their standard check in time of 4:00 PM. In addition, the guest was informed that she could check out of the hotel at no cost if she would like to relocate to another property due to her concerns regarding the elevator. After further communication with the guest, Marriott’s Corporate Office of Consumer Affairs offered Marriott Bonvoy points as a gesture of goodwill. The guest accepted the offer, and our office considers the matter closed.
  
  **** ******, Corporate Liaison, Marriott's Office of Consumer Affairs

  Customer response

  10/07/2023

  [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 Fairlfield guarantee is posted at the front desk. Both of the people I spoke to, blew it off like it didn’t exist. I told them both I was not happy. I’m not happy with their response and lack of ownership of the situation. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing this letting concerning case # ******** that I opened with Marriot Bonvoy. . I booked reservations for three rooms on April 11th, 2023 at the Hollywood Beach Marriot in Hollywood Beach, Florida for a one night stay from August 13th, 2023 to August 14, 2023. The representative that I spoke to on April 11th advised categorically and without exception that the three rooms where covered by points. I repeatedly asked him if that was true because it did not seem corrected and he assured me all three rooms where covered. I was charged $442.39 and $431.09 for two of the rooms on August 13th. When speaking to a customer representative on August 13th, she transferred me to a supervisor who I believe said her name was *****. She told me that the representative on April 11th was able to book the rooms using a “points advance program” which was available at the time. At no time did the representative mention that the rooms being booked was contingent on me having x number of points by a certain date. She said I should have gotten an email in July. I did not receive an email. She said she was going to try and “fix it herself” which I am not sure what that meant but then the line dropped. I called back and spoke to Laura L who was another supervisor who berated me and explained that I was advised of the points advance in July of 2022. I said that was of no matter because the representative on April 11 did not make any mention of it and explain anything about it on the call. I requested that the call be pulled so she could verify the conversation. She said she was not able to pull the call. She opened the case. I received several emails from ****** * from the email [email protected] who gave me 5,000 points and subsequently offered me a $100 gift certificate. I did not want the points or the gift certificate. I want the $442.39 and $431.09 credit back to my credit card because I was told absolutely that the three rooms were covered by points. It is not my issue that the representative gave me the wrong information. He told me I would be getting three confirmations which I did. He told me to disregard the ones with the charges for $359.00 ish and see the last one that said Total for all rooms is $22.60. Again, I asked if he was sure and he said yet. I would like this rectified because I feel like I was dupped or the representative made a mistake. I feel like this is a case of fraud in terms of getting me to book the three rooms this year. I had stayed at the hotel in 2021 and 2022 but the cost was very high and had he not said it was completely covered by points, I would not have booked it this year. It was too expensive for me to afford this year. Kindly respond and advise that due to the representative’s gross error that my credit card will be credited back for both charges of $442.39 and $431.09. I am also sending a copy of this letter to the Better Business Bureau and my local Congressional Representative to advise of Marriot’s practice of dupping customers into thinking their stays are covered by points when they are not. Please see the confirmations for the three rooms on the pages that follow. Thank you, ,***************************

  Business response

  09/06/2023

  Marriott's Corporate Office of Consumer Affairs has reached out to the guest addressing the issues presented. We have informed the guest we have nothing to substantiate their claims; therefore, no refund can be provided.  Although we were unable to honor the guest's request for a refund, as a gesture of goodwill, we offered a Marriott Bonvoy gift card.  The guest declined.

   

  *************************,Corporate Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  August 9th check in , August 11th check out. Gaylord at National harbor in MD.

  Business response

  08/30/2023

  Marriott's Corporate Office of Consumer Affairs and hotel leadership at the Gaylord National Resort & Convention Center spoke with *** ******* and apologized for experience. Hotel extended Marriott Bonvoy points due to inconvenience.
  
  *** *******
  Corporate Liaison, Corporate Office of Consumer Affairs 

• Initial Complaint

  08/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I stayed at the hotel between aug 1-4 2023, after checking out i noticed a pending charge of 300$ placed on my account more than 24hrs after i had left in addition to the cost of my stay, when i contacted the hotel to inquire i was told to contact my bank if i felt the charge wasn’t justified, a heated exchange followed and the following day the 300$ charge was canceled only to be replaced by another 2 charges totaling over 1100$, these charred were pending charges and served no purpose other than to tie up my credit card balance as a petty retaliation to the previous argument, that makes 3 charges to my account made without my consent long after i left, proving that they kept a record of my credit card information and continue to use it

  Customer response

  08/27/2023

  The situation has been since resolved 

  Business response

  08/30/2023

  The hotel's revenue manager has contacted the guest via email and has provided confirmation of the legitimate charges for the stay. Guest has been advised to contact his banking institution should he believe there are fraudulent transactions as the hotel does not have record of the additional charges guest has claimed in his communication. Revenue manager has provided his contact information should the guest have additional questions.

  - *****************, Liaison, Marriott's Office of Consumer Affairs

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