Complaints

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The hotel charged us twice for the same night. When I explained this to the hotel, they said they would have to contact their accounting department in ***** to see IF they would reimburse us. So I contacted Marriott's corporate offices. They acknowledged the mistake and kept me on hold while they called the hotel to explain the problem and ask them to refund the double payment. I waited 5 business days but heard nothing. When I contacted the hotel again today, the manager said he never heard anything from their corporate offices and that any issues I had I should take up with them. The manager, "****" was pretty rude and didn't even want to give me his last name. So I called corporate back today and they kept me on the line while contacting the hotel again. Now I will again have to wait 3-5 business days for an email from the hotel saying they will refund the double payment, but will they? They've already dragged this out. Several other members of our family had other issues like making a reservation for a bridal suite and then being told there was no such suite, getting locked out of the bedroom of the suite they were eventually given and posting charges on all of our bills for "incidentals" that were never used.

  Business response

  10/28/2024

  Guest was charged correctly and that was explained to her meltable times but she still insists to get a refund...!. Hotel charged her correctly and never promised to issue any refund.

  Regards

   

  Hotel Managment

  Customer response

  10/29/2024

  [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 the hotels RESPONSE is unsatisfactory but resolution HAS BEEN MADE through the actions of ******* corporate. The hotel manager contacted me last week to say they WOULD refund the double charge. ******* Corporate followed up with two emails to make sure it had happened.  I am satisfied with this resolution and with ******* as an organization. I would neither revisit nor recommend this particular hotel due to the long struggle it took to resolve this issue despite the continuous support of Marriot corporate. 
  
  Regards,
  
  *** ******
  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was charged $250.00 for smoking in the hotel room which is a bold-faced, flat-out lie and I want my money back. I attempted to contact the manager of the property at least 6-7 times and was never allowed to speak with one. I left my number with the receptionist several times and NEVER received a call back from a manager. I contacted my bank and the corporate office as well. This is fraud and theft. This is the second time I have had issues with this property. The first time, I was charged double the price. That was about 5 years ago.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I checked in Room 251 at the Delta Marriott Hotel in Racine, WI on 07/27/2022 with my son's. The check-in clerk refused to add my BonVoy number to my stay. Once entering my room, we immediately noticed that the top covers were shredded, and the sheets and curtains had ***** stains on them, which seemed like human soiling. On 07/29/22, I spoke to my assistant and had her to call in about the issues and at 12:47pm, 12:54pm, and 2:15pm she was denied the ability to speak to a supervisor. At 1pm, she reached out to Marriott's *********** at ************** and filed a complaint on my behalf with the following three requests. (1) Clean the room and apply clean bedding (2) Attach my Bonvoy Number to my stay #********* (3) A 3pm Late Check Out because the car service won't arrive until 3:30pm. The representative apologized and stated that he would be requesting some sort of compensation for all of these complications. Complaint Case#********* was filed and sent to the hotel at 1:26pm. We were told to await a response via email. Upon returning back to the hotel on the same evening at about 8:45pm, the room was in absolute shambles, nothing had been cleaned and the trash hadn't even been removed. Both my assistant and I talked to "*********" at the front desk who repeatedly told us both that "She is the person in charge but she is new and there is nothing that she can do". She went on to say that "She reached out to the General Manager" but he is unavailable. This is completely unacceptable for not only a Bonvoy Member but for any child or human to have to endure somewhere where they are paying to stay.

  Business response

  07/30/2022

  Mr. *********************** checked in on 7/27 for 3 ngts. He waited for a manager to check him in. He booked rooms through expedia which is a 3rd party and wanted Marriott points. I assisted him,checked him in the room and explained how MB pts. System works and that he will get the credit of his stay but may not get pts.as it is booked through another channel. I also suggested him to use the MB app next time to get points and perks as a member. He also wanted tax exemption on a third party bkg which again was not possible and was explained. He was informed about housekeeping service on request basis only. He was yelling at the female night auditor and wanted her to come and change his sheets at 1am which she refused as she was handling the front desk. She agreed to give him new linens. (Pic attached by guest). There were nonstop demands which we tried to accommodate; He was offered a room change which he refused. Every staff who interacted with him had complaints of being talked rude and yelled at. His sons were professionally asked to change into proper attire instead of swim outfits in order to move in public places and restaurant, which they very loudly made fun of the staff. He is a basic MB member and is entitled for a late check out till 1pm. We are sold out today and cannot offer a late ch.out due to arrivals and we have to clean the rooms. Any such special requests are subject to availability. Post pandemic we as a hotel have our own challenges and as much as we tried ensuring comfort for our guests, we may have fallen short. We can offer a courtesy points deposit of **** pts. This will be done on the next business day.

  Customer response

  08/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I received thus message from them but st ******************************* already has power head kit so what she is talking about is already installed but they told ****** we got to wait on wiring harness and she never mentions it. I message her back and explained this with no response again. But from March till August is ridiculous all the time my batteries are going bad paid $1200 for insurance and no body there seems to care at all. Thank you for any help you can give me. I can get exact dates from ****** if it will help they have seemed to be doing all they can to get me my boat  back.
  Regards,
  
  ***********************

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Myself and my 3 children stayed at this hotel for 1 night for my cousin's wedding. We checked in, dropped off our bags in the room and quickly took the shuttle to get to the wedding on time. We got back late at night after the wedding and went to sleep. In the morning we had breakfast with extended family in the hotel and checked out. A few days later I noticed a charge on my bank account for the hotel stay $147.12 and another charge for $250. I called this morning and spoke to someone at the front desk. She said she would look into it and call me back. After 5 hours of no call back, I called again. She said that it was for smoking in the room. I explained to her that is impossible because I do not smoke, nor does anyone in my family. She said that the housekeeper could tell someone in the room had been smoking. I explained again that we do not smoke and nobody was smoking in the room. I said that I did notice the room had a smell to it, but did not think much of it. She told me that I should have complained if I thought the room stunk and that they will not be refunding me for smoking in the room. I asked to speak to a manager and she told me the manager is away for the day and the only person I could speak with is her and she is not going to refund me the charge. I explained to her that the charge over drafted my account and she said that is because I was smoking in the room. I have never been treated so disrespectfully. I'm frustrated and don't even know what to do about this. Attached is the receipt for the actual room charge. I do not have a receipt to show the $250 "smoking" charge, but can provide bank statements if necessary.

  Business response

  06/02/2022

  see attached 

  In reference to the above id, please find the folio wherein a refund for the smoking fee was made to the **** card of **************** *****. Kindly close the case and if could get an acknowledgement for the same in writing.

   

  Customer response

  06/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [According to the hotel's attachment, they refunded my card. I just talked with my credit union and they advised me that is NOT true. No credit has been to my card, nor has one been attempted. I can provide bank statements if necessary.]
  
  Regards,
  
  ***********************

  Business response

  06/07/2022

  Hi! Ms. ***************** account details were forwarded to the billing department. Due to security reason, we could not access your full credit card. We should hear back from them soon and update the status of refund. We appreciate your patience.

   

  Thanks

  ******

   

  Customer response

  06/09/2022

  [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,
  
  ***********************
  

*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. ↩