Complaints

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:12/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Booked a hotel room there for 12/13-12/15. Was unable to make it there on 12/13. When I called to change the reservation due to bad weather I was unable to get through to an actual person. I was unable to change this on expedia because I would have had to cancel both days which I did not want to do. When I went to check into my room on 12/14 ****** at the desk told me my reservation was canceled. I never received any notification about this. He refused to tell me who canceled it or why. I was stranded in Racine in bad weather with nowhere to go two hours from room. When I contacted expedia I was told that they canceled my room and gave it to someone based on their policy because I never "checked in" on friday. I never saw this policy and my room was never cancelled on the site. I would like a refund. If a room has been purchased why was it given away when it was already paid for

• Initial Complaint

  Date:10/10/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:06/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 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

  Date:07/29/2022

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  ***********************