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1.9 218 Reviews

Marriott International Complaints Summary

47 Resolved
171 Unresolved
Our verdict: When using services from Marriott International with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Marriott International reviews & complaints 218

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1:12 am EDT

Marriott International Authorisation refund

I checked into Circular Quay Marriott on 23/7/17 and checked out the following day. The room charge was $250 plus the hotel took $100 from me for any incidentals.
On checking out we used the express check out system and so i did not physically go to the counter to have my card refunded directly.
Phoned the hotel on Monday to enquire about getting refund. They looked into my file and told me i would receive the refund 3-5 business days. On friday i had not received the refund. I phoned twice and asked to speak to manager who told me he would escalate the refund for me and expected accounts to action that day. I phoned again today 31/7 as the money has not appeared in my account. I spoke to someone on reception and explained my situation. He looked into my reservation and told me he would get someone to call me back. I refused this and wanted answer on my refund so he went to check with accounts. They told him paperwork was submitted today and i could expect to receive the refund 3-5 business days. Asked for manager to call me which he has not.
I am really frustrated and disappointed with the experience i have had. It was my first time staying in a marriott hotel in Australia and i will never return. I still have not recevied an invoice for my stay breaking down the $40 in room charges which i asked for three times. The service i am receiving in getting my money refunded to me is appalling.

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4:29 pm EDT

Marriott International Over bill

I stayed at Fairfield Bismarck south on June 2-4. We came pass midnite of June 3. It took almost half an hour for us to be checked in. I have 2 different reservations for those 2 days. I showed the training receptionist both my confirmation numbers. I was using a family/ friend rate and showed them the letter. For some reason they were having trouble figuring how to put the right rate. So the other guy came for help. Did stuffs in the computer. Got us checked in. It was a different rate coz he said that's the best he can do . So I asked since its 2 different reservation do I have to check in and out again. He said it's all good no need. Cones my bill i was charged 2 nites for the 1 reservation and no show to the other reservation. Called them 2x and emailed them and they refuse to reimburse me with the the show. As a customer how would it be my fault they made a mistake in my checking in. I have them all the details. I don't think it's right that I get the burden if it. Marian Roxas

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2:09 pm EDT
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Marriott International Housekeeping

I was hired as a housekeeper at the Courtyard Marriott in Hoover, Al. I was suspended today because of production, meaning, it takes me longer than others to clean rooms. I started working for Marriott on the 25th of April, from that day too June, In was being scheduled as a housekeeper, horseman, and a laundry person, and everything was fine. I went to the hotel Assistant Manager and explained that I wasn't comfortable doing three different jobs. Well after that, I was scheduled only as a housekeeper but once every two weeks, the Operations Manager would come to me and say something to me about my production. I didn't know that time was so important, based on my experience at other hotels. Now I came to work and did my job to the best of my ability. I was also told that my suspension could be pending termination and I don't understand why. I could see if I was told that my work was poor or I've had guest complaints, but that's not the issue.

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12:24 am EDT

Marriott International Falsely confirmed booking

Hi there,

I, Rupali Dwivedi, am member of club Marriott, and i had planned to stay at your chandigarh (India) property on 22 of July, and had called up on the desk number to make the bookings, and lady (executive) confirmed that bookings have done for 22 July.

But, due to some issues, i had called up today, i.e. 19 July, to cancel the bookings made on 50 % discount voucher, and to my dismay i learnt that there are no bookings for me for 22 and rather the executive has on herself and without taking my consent changed the booking date from 22 to 23 July.

Had i not changed my plans, and reached the hotel, i along with my family would have been like a joker, who have been duped and fooled by a employee, and would have been in a state of bewilderedness, and for no fault of mine, me along with my family would have been stranded.

I strongly feel, that the aforesaid hotel, has duped and cheated me.

Before closing on my complaint, would like to hear/ communication from your side, as to what and how you have enacted on this behaviour from your employee (as this is taken as record, and is likely to be taken to court of law).

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Rajesh Kankaria
, US
Jul 27, 2017 6:09 am EDT

Hi Rupali

Did you received any response from the hotel ?

I had another issue related to booking at their Agra hotel and they mentioned that the hotel is sold-out. However, after their response, I was able to book the hotel online. I have mailed to their Indian email address, but have not received any response from them. Is this a forum where they resolve member's issues ?

Rajesh

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11:56 am EDT

Marriott International Employee schedule

Schedule making is very bad in the hotel for employees.

Full time employees are not given any preferences for the weekends off.

If the days are requested off by the employees, the following week they even make employees work for 6 or some times even more than 6 days continuously.

The schedule are not even out a day before the next schedule week, so sometimes the employees are not ever aware at what time they are schedule for a next day.

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8:37 am EDT

Marriott International Hotel changed us to another location without notice

We made reservations at the Marriott Marquis Hotel on Broadway in NYC in March, 2017 (way early for a [protected] stay) because we booked a Broadway show for that night. We are both Rewards members. We arrived to check in, just in time to have dinner and go to the show. We were rudely told that the hotel had decided to "relocate" us to another Marriott somewhere else in the city. We complained and asked for a supervisor, then a manager, and all three attempted to sympathize but made no effort to correct the problem or find us a room in the hotel. They had an "unfortunate circumstance" and we so, so worry. I tried to take a pic of the manager and he called security, telling me it was illegal to take his photo without his consent. We were all but escorted out of the hotel. We refused the relocated hotel because its location would disrupt our plans. We went to the show, picked up our bags and found a hotel room after the show. I want to know why and when they changed our room and why they didn't tell us in advance. A two hour cab ride from the airport, only to be told we had to take another cab ride, etc. and our plans were ruined. First I want to know why and how this happened.

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5:39 pm EDT
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Marriott International Lack of service

Marriott Cranberry North
Customer BRACHET - GOLD [protected]
tonight June 20th, I came to my room after my work. The room has not been cleaned nor refreshed at all. This morning, I left my room without any dont distrurb sign and I did not ask for not having cleaning when I registered yesterday.
This is not normal.
I complained to the front desk who did not apologize at first but only when tehy understood I was not happy.
They sent a very nice guy who brought towels, soaps, coffee but my bed was not refreshed nor the room cleaned.
Again, this is not normal, I thought that a supervisor was checking afterwards that the job was done. Obviously not in this hotel.
Yves Brachet

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4:18 pm EDT

Marriott International Misinformation

I called 3 times to the Courtyard Marriott in Mount Juliet, TN to confirm that the total for a 2 night stay was $161 plus tax. All 3 times I was told yes, but when I looked at my rewards account it said my total was $380.77 and I was also never informed of an advanced payment policy stating that I would not be able to cancel or make adjustments to my reservations. If I knew any of this I would have never made a reservation, especially one that I could not cancel. It is absurd of the lack of information. I also think its ridiculous that I asked THREE times if the total was $161 and was told yes every time. I will never be returning to a Marriott and will also tell family and friends of my experience and lack of customer service.

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11:46 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Marriott International No reply from several emails after 2, 3 weeks

I am a marriott reward member [protected] - Hotel booking reference number: - RXH7QWCNAYKH3U

We booked online for our upcoming trip to Okinawa at your Ritz Carlton hotel there staying from 17th June to 20th June.

We are celebrating Father's day and my son's 4th birthday there. We will be also bringing our 7 month old daughter there.

I have sent several emails requesting the following:-
1) Confirmation of Crib / Cot for my daughter in our room upon arrival / check-in

2) On my son's 4th birthday ( June 18th) do we get a special celebration? We were at Marriott in Bangkok during my husband's birthday during breakfast, the staff presented us a cake and sang happy birthday to my husband. I would like the same or more for my son.

3) Father's day (June 18th) Do you have any suggestions that my husband can do? He's really big on sports, basketball and sauna.. perhaps your staffs there can suggest something he could do by himself or family gathering.

However, after I have sent several emails to RC Okinawa, there was not reply. I then forwarded the email to your "[protected]@marriott-service.com" then it suggested that I sent the email to "[protected]@marriottpleasanton.com" that was May 26th, I still have yet to receive any personal reply from anyone. I'm very shocked and disappointed with your customer service.

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5:23 am EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Marriott International Incorrect billing admitted by marriott, staff then no follow-up.

Dear Sir, Madam,

At the San Francisco Downtown Marriot Courtyard (2nd Street) I was incorrectly billed and charged for a room service. We are talking $27 here. I sent several emails about this issue. Many were ignored, but eventually it was admitted, by Mr. Jonathan Voss, that I was incorrectly billed.

Since then all my emails have been ignored. No corrective measures (refund or credit note) have been taken. All I get is an "out of office" messages.

I don't mind being told that I will not get a refund, but I do mind being ignored and taken for a fool.

Kind regards,

Capt. Michiel R. Nap
KLM - Royal Dutch Airlines
michiel.[protected]@klm4u.com

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Problem resolved. Thank you.

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3:12 pm EDT

Marriott International Unauthorised usage of credit card

Dear Sir/Madam
Kindly go through the below trailing mail with your Kulalampur team, since more than 2 month our credit card used unauthorised.
Kindly help to fix this.
Many regards,

Mohammed Ashraf

Country Manager

Tel +[protected]

Mob +974 [protected]

Fax +[protected]

Email [protected]@cozmotravel.com

Web www.cozmotravel.com.qa

Displaying DOH_SummerGetaways_Signature_Apr2017.gif
​Cozmo Travel, Doha-Qatar | P.O Box 35380

Dear Jeremy,

Were you able to get any response from the Commercial Bank of Qatar (Q.S.C)?

It's way beyond our usual standards and moreover its a verification only and not even a charge and the
void was done on the same day. Would you know why it is taking so long?

How else or what else can we do to expedite this process please? It's been more than 2 months.

Please assist.

Thank you and Regards,

Radhika Ramakrishnan
Reservations Manager,
JW Marriott Kuala Lumpur| Ritz-Carlton, Kuala Lumpur
183 Jln Bukit Bintang|55100 Kuala Lumpur| Malaysia
T +60 3 [protected]|F +60 3 27157013M +[protected]

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1:53 pm EDT

Marriott International Still itching/bugs

Traveled to Rochester with fellow baseball families to watch our sons play against the Rochester baseball team. We choose the courtyard based on reviews, most of us being Marriott reward members and the distance to the college ball field.
Staff at check in were delightful. All of the families spent the evening in the new updated lobby after a long day at the field, which was very nice.

All good...We really spent no time in our rooms when we checked in. Just to drop our bags.

Till the next morning when I awoke to BUGS in the bed with me. Called the front desk right away. They came with housekeeping and stripped the bed, telling me ..no worries, looks like aunts not bed bugs. Like I really care what they were.Left left the infected linens down the hall next to a staff door (to contaminate the rest of the hotel, they were still there when I departed) .
After changing and exiting the hotel.The front desk and staff kept there head down and you could tell they were counting the minutes till we left.
They did give me a new room the change in, redeemed my Marriott points and offered breakfast.
I have Contacted Marriott to let them know of the situation. They were very polite, but just redirected me back to the hotel manager by email.He offered me 2000 thousand additional points where I believe 25000 would have been much more appropriate . At the end of the day, He really dident care. He knows I will never be back. I wish I could share my responses from Marriott and the manager. Very unprofessional. I am contacting the board of health and Mr Marriott. Not because of I dident receive the addition of points.But because I have been in the service industry myself for over 35 years and hold a very high standard for my clients. Being a professional chef, , I have never once had an issue with bugs or the sanitation of my Kitchen publically or privately.This is very personal to me.I have always held myself to a higher standard in my business. I would never jeopardize my clients. They were and are my highest priority. I think Marriot has forgotten this along the way.
I have never written a review before.But..
Being a loyal Marriot and Starwood gold and platinum member. I believe it is my duty to write this review for potential guest to be aware of the situation and for fellow award members to think twice before booking a lower level hotel.

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5:05 pm EDT

Marriott International Pf

Hi
I was working with courtyard and Fairfield by marriott bangalore India. ..
I worked there for a year, they troubled me a lot just for my salary when I was with the organisation. .
Before resigning I submitted all my document so that I will get my pf amount I left the company on sep31 2016 it been more than 6 months but they haven't yet proceed and now when I am trying to contact the hr they are just ignoring my call .. being in hr department please don't do this ... worst experience ever working with marriott

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12:37 pm EDT
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Marriott International unacceptable services

stayed at Marriott hotel on 12th street in Kansas city Missouri April 26 to April 30 2017 for planet comicon. problems we had were parking in underground garage was not provided for free. my wife is handicapped with a wheelchair and room we given had bolt missing from shower seat and toilet seat was loose also area to get from section of hotel we were staying over to main lobby had door that was not set up for handicap. no continental breakfast was provided. office center would not work to print out paperwork but we were still charged for its use. no microwaves were provided in room only one was in main lobby which was difficult for wheelchair to get to and microwave would not even get water hot. our room number was 941. we have stayed at many hotels and for what we were charged services were basically non existent. We have stayed in far cheaper hotels with far better services. we will never stay at a Marriott again and we will never recommend it. we rate you less than one star. we would request a refund for our stay

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4:32 pm EDT
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Marriott International the way in which I was dealt with at renaissance manchester hotel

On Friday the 31st of March 2017, my husband made a booking from the 31st to the 5th of April at the Renaissance Manchester Hotel. This booking was done via Hotels.com. Upon our arrival a half hour later at the hotel we were told by the Gentleman at reception ( seemed to be a manager of sort) that the booking had been cancelled due to it being a fraudulent booking. You can believe our shock and dismay as we had arrived at the hotel with luggage and 2 kids in tow. I understand that this was a fault of Hotels.com but what I have a problem with is the way we were treated with such disdain at the front desk . I beg the Pardon of Marriott International but I have never felt so insulted. The gentleman just told my husband that it was not his problem, he was too busy to assist us and that he is skeptical about us as well. We sat in the foyer for a time getting a hold of Hotels.com and only after he deemed us a hinderance in his foyer did he send over another (junior) staff to offer us an iPad to speed up the process. We tried to get bookings via the hotel for the night but there were no rooms available . I feel affronted that the man in question didn't have the courtesy to treat us as normal paying customers. He either judged us on appearance or the fact that the booking had been cancelled on a bogus fraud charge. Rather than try and assist he just dismissed us. We are from South Africa and both my husband and I are in the service industry ( I am a graduate and my husband holds a post grad)at Management level - so for us to be treated in that manner was really a shock ! I have travelled to Saudi Arabia, Istanbul, Dubai staying at 5 star establishments like the Jumeira group and have never come across such a poor reception. Incidentally I have made bookings at the Hotel Football as I have tickets for both forthcoming Manchester United matches (the reason for my stay in Manchester) - so contrary to what that Gentleman may have assumed I do have the funds to be a paying customer who will think twice now about booking at any of your establishments or recommending them .

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8:08 am EST

Marriott International overcharged points

Marriott quoted me 84000 pints + 437 for 6 night stay beginning March 16 and ending March 22, 2017.  I made this reservation on the Marriott website. When I received a confirmation email, it included the price in dollars but failed to include the amount of points. When I checked my upcoming reservation on the Marriott website, I noticed that the amount of points needed per night had changed from 14000 to 17500.  When I booked the hotel room on January 18, 2017, the hotel was a category 5 and, according to the rewards chart posted by Marriott, cost 14000 points plus $65 per night. That was what was offered to me when I reserved the room.  The hotel has changed to a category 6 and now my upcoming reservation on the Marriott website has changed from 14000 to 17500.  Category 6 hotels require 17500 plus cash per night, while category 5 still remains 14000. Furthermore, I have reviewed available nights at this hotel in the future as a category 6 hotel, and they are charging the same amount of points for the exact same room as I booked.  They are overcharging me points, even though I booked it when  it was a category 5 hotel, they are charging me the current higher fee of 17500 points.

I have tried to bring this to their attention, but the two people I spoke to at customer service denied any changes were made and would not contemplate that there was a discrepancy in the amount of points being charged.  On the Marriott website, they give a rewards plus cash chart, and then underneath say that there is no fluctuation for the amounts of cash and points.  This is the exact question and answer on the Marriott website:

"Do Cash + Points amounts fluctuate?
No, Cash + Points amounts remain the same within each hotel category. Please refer to the chart for further details."

Here is the website address for the chart:

 http://www.marriott.com/marriott-rewards/use/cash-and-points.mi

The chart says Category 5 is 14000 points + $65 per night. I booked this hotel when it was a category 5 hotel, and that was the precise amount my screen displayed when I booked the room.

When I brought this to Marriott customer service and tried to explain that there was a discrepancy to the second customer service representative, Katie, she refused to acknowledge it and hung up the phone on me.

I am very disappointed that Marriott would automatically deny any discrepancy without even further investigating this problem.  The proof is clear as day on their very own website that I am being overcharged points. However, they could not fathom that their system may have been faulty and possibly automatically displayed the current points needed instead of the amount quoted to me at the time of reservation.  They just continued to say that no changes were made, over and over.

Customer service did not seem interested in problem solving, but more interested in problem avoiding.

Not only would I like the points needed to reflect the original amount of 84000 points when I reserved the room, I would like an apology for an entire night of lost sleep and the stress it has caused me.

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8:17 am EST
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Marriott International marriott rewards

I booked a stay at the SAN Juan, PR hotel a couple o months ago. I had 50, 000 points and purchased another 50, 000. I only needed 120, 000 for this stay. When I booked, the rooms were $300.00 per night and today when I called to pay for the third night, they wanted $477.00 for the 3rd night. What a ripoff! Of course, I refused to pay. The Marriott employee on the phone was not even nice nor apologetic.

I plan to start using the Hilton rewards program, which my friends have insisted is better. Marriott be damned!

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8:15 pm EDT

Marriott International disrespectful front desk staff

Ok i happen to stay at this so called Marriott for a month wont go in details why but i will tell you about my experience.
Our second day at this hotel we were greeted by a mouse in our room. I called the front desk and they acted like i was hallucinating, when i got upset they sent an employee to our room asking us the current location of the mouse, so i told them it ran from under the bed out in the living room and then i lost its sight so they offered to change my room which i gladly accepted. I was never again contacted by any manager or staff to apologize, they just kind of hushed it up saying they never had an issue with pests.
So i did find out from a guest there that this Marriott had a issue with bedbugs few months ago, ok let me proceed.
For one whole month they had 1 elevator serving 16 floors and the other elevator was broke for a whole month, that 1 working elevator was always packed like sardines and there were always lines of people in the lobby to get on that elevator. There computer in the lobby had a big out of order sign on it for entire month also and the 2nd elevator was always occupied by kids who seemed to be friends with front desk clerk . The same kids will be running around behind the front desk and riding around bicycles in the lobby .
Every time i entered the hotel garage which is extremely narrow and full of garbage scattered around the floors i always saw a gang of 4 to 6 hotel employees smoking cigarettes, cursing, horsing around like immature kids right by the entrance of the garage, it did make my old wife nervous at times .
For the entire duration of my stay the exit gate of the garage was broke and i had to struggle just to get my car out of the garage.
There seemed to be no regard or follow up of any complaint i made to the manager and on top of that two of the front desk girl employees were so rude with me and my wife that i might run out of space if i start writing about them .
Some front desk employees have their friends come and chill with them in the lobby, loitering around the place for hours and giving looks to the guests who are actually staying at the hotel.
Almost every employee starting from the manager to front desk, down to room service had attitude i have never witnessed in my life.
Why i stayed at this place for a month is because my wife was getting treatment at the Westchester Medical Center and put it this way hotel was very convenient, Location Wise.
I hope the senior management make some changes soon because its a brand name Hotel not a mom and dad type Motel !

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11:34 am EDT

Marriott International management complaint

I have worked here for quite some time now and I believe it's time to open up because I feel no one else wants to on the chance their identity would be revealed. Luckily, I recently found this website. To begin, the turn around rate is excessive in the starbucks department mainly because the treatment of manager Jeniffer. I have spoke to and observed the new hires, she has to always be right. It's her way or no way in teaching and she expects you to get it right away rather than molding yourself as a manager should for each persons style of learning. She has been manager for an excessive amount of years, but her view on things now are unconventional and of the past and you can see she doesn't like or accept change. I can speak for the majority of the staff when I say we will be much happier with someone more authentic than Jeniffer. She has already served her time. When it comes to helping guests with issues she feels the need to debate with them making sure they know they are wrong in an almost unprofessional manner. I feel also like we're under appreciated, overworked, and under paid. For the amount of time put in this job where the majority of us work 4+ years and to only be paid about 2 dollars more then the new hires is unethical for this company especially working in a resort. They should base everyones rate of pay off of experience. It is extremely hard to move up in this department and with the oppurtunity given, even the leads and supervisors rates aren't near the rates of other non corporate starbucks. It is possible to have happy employees because thats what starts with keeping the customers happy by keeping the employees happy. I'm sure this is not what Mr.Marriott envisioned!

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12:50 pm EDT
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Marriott International delta fredericton

Arrived at the delta fredericton to find out that a booking made through booking.com hadn't been changed as confirmed by email! My wife and I then had the pleasure of dealing with the rudest, most unsympathetic front desk manager, chris! This individual is not suitable for such a customer service position! He couldn't care less that we didn't have a room. He couldn't care less that delta had not made the requested change. He couldn't care less that we were being charged as no shows for our originally scheduled night. And he couldn't care less that my wife and I had to spend the night in the car! It is hard to believe that such a company like marriott is able to stay in business when it has people like this working for it. We will never stay at a marriott owned property again.

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