Marriott International
reviews and complaints

I am attending an event in Dearborn on Feb 1. Communication from the event host informed me of a block of rooms available for attendees at the Dearborn Inn. It is now two months away giving me plenty of time to reserve a room.

Why should it be impossible to simply reach a live person by phone and inquire about the block room rate and availability? No less than a dozen calls to the following numbers, have produced no results.

[protected] This is the actual property, where on multiple attempts over five days, and extended hold time on hold, I reached a live person. Unfortunately, they were unable to respond to my inquiry about the block reservation. Mostly, the line was answered with, "just a moment" and transferred to a never ending promotional recording and finally given an opportunity to select from several options. Waiting out the recording finally resulted in an option which put me back in the same loop.

[protected]
[protected]

I understand the desire to force customers to an online reservations system. If so, a suggestion might be to add an option to inquire about items, not found on a voice menu or to simply enter a message such as this text I am entering now.

Jim Chiodo,
Holland, MI
[protected]

We were a group of 4 adults and checked out of the Courtyard Toronto Downtown Hotel on the 8 September at 09.45. We stayed at this hotel from the 31 Aug to the 2 Sep and again from the 7 to the 8 Sep. On the 7 September we booked through the hotel reception an SUV to take the four of us to the airport. We were told by the reception staff that the cost is a fixed CAD 68. This was OK with us as this was the amount charged too us when we took an SUV taxi on our arrival at Toronto Airport on the 31 Aug to take us to the Courtyard.

Unfortunately on the 8 September the driver who took us to the airport charged us CAD 85. Receipt is available and a copy forwarded to the Mariott. We paid the driver under protest and only after drawing his attention that we were being overcharged. We also told him that we will be reporting him to the hotel.

We registered a complaint directly with the hotel immediately that evening. The complaint was accepted by the hotel and we were promised a refund of Can$32 (including bank charges) by Gregory Chislom, Front Office Supervisor through his email dated the 24 September. After that I have been chasing the hotel since with no replies. I have also commented negatively on Trip Advisor and got a instant reply from their Lewis Bold Wark, Front Office Manager of the hotel where he promised that he will ensure that this is corrected immediately."
So in spite of having two officials from the Mariott promising the refund I have been chasing since with no reply and no refund. I seek your intervention in this matter so I can obtain my Can$32 refund.
All correspondence with the Mariott is available if required.
Regards
Carmel Joseph Farrugia
115 Apt 3, St Vincent Street, Sliema SLM1449, MALTA European Union.

I, Felix E Alicea, want to report on first, my stay at the Fairfield Inn, 100 Greenwich Street, NYC, NY, 10006 was a total complete disaster. First, hotel is new and the rooms don't have storage for clothes, only a closet. Second, I tried to use the elevator on 22 Sept 2018 around 0715 from the fitness room located on the basement. The hotel had two elevators in which one elevator didn't move because one of the employees in the basement was holding up the elevator by charging his phone and playing music in which he stopped one of the elevators from running, therefore, everyone had to use one elevator in the hotel. Also, both days, the employees were late serving the breakfast in the morning, another delay. Third, clothing from my luggage was stolen from my room. They were an expensive pair of shorts (Dark Blue, Under Armor, pro stock item from the Syracuse Crunch, a pro American Hockey League Team, $80.00 value). The last time I seen the item was on morning of 22 Sept 2018 at 0730. I noticed the item missing because I was going to wear them in the evening. Like I mentioned, the room has no drawer furniture. It was taken out of my luggage and I had to file a police report with the local New York Police District (see attachment). Also, I had to pay to get a copy of the report ($15.00). When the police arrived on the scene in the afternoon, they took my report (#7706, or #07706), they also asked the employee at the front desk that if this incident ever happened. He first looked at me, then told them that it does happen at other hotels. It seems that this hotel takes advantage of having no storage space in the rooms for clothes except a closet. The hotel manager explained to me earlier that she has no employees take items out of luggage at the hotel. This hotel needs to be investigated because it seems the manager does not have a handle on the situation. I had things happen at other hotels but I never had items stolen from me nor told things.

I request that the Marriott Corporation provide me 80, 000 points for my stay plus they owe me $95.00 ($80.00 is the value of the shorts plus $15.00 for me paying for my own police report). I am totally disgusted by this hotel, the employees running the hotel rather than the manager and the misappropriate conduct of the hotel. The manager should be looked at. This is the worst Marriott franchise hotel that I stayed at and that being a military person is beyond all felt violated. I have filed a complaint with the Better Business Bureau.

I have been trying to get some customer care about an incident for almost 2 weeks and no one care! I have attached a copy of one of my emails below.

From: XXXXXXX
Sent: 10/8/2018 12:30 PM
To: customer.[protected]@marriott.com
Subject: Critical Incident

Good afternoon,
My name is XXXXX, a long time happy and loyal customer of Marriott. Unfortunately my recent stay at the Courtyard Marriott (1325 2nd Street, NE, Washington DC) was very unusual and disappointing and here's why:
I need your help to get an answer and resolution about a serious situation which I encounter at the Courtyard Marriott in Washington DC. I checked in on October 3rd and check out on October 5th. Because of my short stay, I did not need the staff to come in and change the towels or the sheets so I put the "Do Not Disturb privacy please" sign on the door, on Oct. 4th before going to work in the morning.

Upon my return, much to my surprise I noticed that the staff has come into my room and put fresh towels on my bed while did not clean the room or clean the bathroom.

My concern is that the stuff has violated my privacy and disregarded my request for privacy, I'm concerned that what else they have done while they were in my room, since I had my personal and private items, laying around the room. I.believe it's my 4th amendment right to request the privacy for at least 24 hours while I'm staying at a hotel.

I spoke with manager on duty and he offered 5000 Marriott points to make up for it. Since I was rushing to meet a client, I did not pay close attention to what he said and assumed he was going to drop the charges for my room and offer 5000 Marriott points.

When I finally arrived home I checked my credit card statement and realized that no credit was issued to my card to reconcile the incident, just 5000 points.
You know as well as I do that this is a more serious matter than giving out 5000 Marriott points.

Please contact me and offer a resolution for this matter. As a long-time loyal Marriott customer I deeply appreciate your help and I would like to keep considering Marriott as my home away from home when I'm traveling.

I also took some pictures of towels on my bed and the bathroom with all the existing new and used towels which are attached..

I appreciate your help and support and looking forward to hearing from you.

Best regards,
XXXX
Marriott Reward member # [protected]

For the last 3 weeks, I had been receiving a telemarketing phone call from phone number [protected] in Cedar City Utah. They're always offering the same deal and I have pushed number two repeatedly. They say they are going to take me off the calling list and apologize each day but the next day I get the same phone call for the last 2 weeks. They say it may take 72 hours to take me off, but 2 weeks is ridiculous.

Please take me off your telemarketing phone list. My phone number is [protected]. If this continues I will never stay at Marriot again. Your telemarketing is obnoxious.

I work at Fairview Park Marriott. I been working here for a year now, it's my only job and so far I like working here. One thing I have a big problem with is the management here. Specially in the kitchen, all the kitchen employees and dishwashers are treated with no respect. I hear and see them being talked down and treated really badly as if they'rnot human. It hasn't happen to me yet but I feel these people. Everyone here has said they can't even complain about it to HR because they all work together to keep the chef safe. I don't know if anyone could give me info to where they can complain to get this fixed. I want to help them and be heard.

Bonjour

je suis client du groupe depuis de nombreuses années; ma carte membre SPG N° [protected]/ [protected] VERDERONE CHRISTIAN
Mon séjour Meridien Etoile Paris du 28/9 au 1/10 Chambre 6003 N° Facture 1069319
Client du groupe je suis scandalisé par la baisse de qualité de cet Hotel qui ne mérite plus ses 4 étoiles .. Tout juste 2..!et qui pratique des prix excessifs 429 € la nuit ..
Je suis descendu a de nombreuses reprises dans les hôtels du groupe dans le monde entier et j ai toujours eu une qualité égale. Je ne comprends pas comment cet Hotel peut encore faire partie du groupe ..!
Ci dessous tous les problèmes rencontrés :
0° Personne sur le perron pour prendre les valises et accueillir la clientèle..
0° Bis J ai du moi meme monter ma valise dans la chambre
1° Chambre excessivement petite
2° Pas de Vue . Vue sur un Mur.. Indigne de la catégorie SPG GOLD et de son Prix
3° Réfrigérateur Vide !
4° Pas de bouteille d eau
5° Pas de biscuits ou cacahuètes ou autres pour prendre l apéritif
6° Pas de servie pour prendre le Café
7° Pas de sachet de café ou de thé
8° Pas de verre !
9° Un seul peignoir alors que chambre réservée pour deux personnes

Restauration/Diner Restaurant de L hotel
1° Pas le choix .. Un seul restaurant..! En rapport du nombre de chambre un scandale
2° Entrée extérieure mal conçue. A chaque ouverture une vague de froid s abat sur les tables …

3° Viande servie non en rapport avec écrit sur le menu et sur la photo affichée dans les ascenseurs ! Viande trois fois plus mince, dure et pleine de gras …

Réflexion faite auprès d un attache de Direction.. Réponse : c est la nouvelle politique de la maison ..!.. j ai eu quand même droit (une fois) a trois bouteilles d eau ..et du café..

Et bien cette politique est désastreuse. L hotel ne mérite plus ses 4 étoiles a peine Deux ..et encore .. Maintes locations avec RNB offrent a des prix plus bas des services plus hauts.. Que les Hôteliers ne se plaignent pas si les clients désertent
Je ne sais si cela est du a la politique du groupe ou au management de l Hotel mais c es un desastre

Je suis fortement déçu par mon séjour et il est certain que je ne retournerai plus dans cet Hotel..et que j hésiterai dorénavant à faire confiance au groupe pour sa qualité

C est dommage car si vous regardez tous les séjours effectués ces 25 derniers années ……(Tahiti..Noumea ..Tokyo ..)

J attends de votre part une réponse point par point à mes remarques

Cordialement

CHRISTIAN VERDERONE

I made a reservation at least a month ago for your Fairfield Inn & Suites in Billings, MT for check in on 8/30 and check out on 9/2. The night I checked in I presented the card I wanted to have charged for incidentals and room. However, for some God forsaken reason, I was checked out that same evening, was charged for the entire stay and incidentals but they used the card I originally used to make the initial reservation, causing a scheduled payment for another vendor to be declined. After several futile attempts to rectify the situation, I presented another credit card which was also charged.

Long story short, I had three credit cards tied up with charges and refunds/credits and none I was able to use on my visit to see my family, I was unable to pay for anything while I visited and was totally embarrassed and humiliated.

After contacting a manager for customer service I was told it is the bank's fault when Marriott was the one who did all the incorrect charges and I was so infuriated and frustrated that I had to hang up.

Basically nothing was done, no compensation/apology or credit was issued and it has lead to the following:

1. I will be cancelling my Marriott Rewards Credit Card as soon as it is paid off.
2. I will exhaust all social media channels to make people aware of this horrible customer service.
3. I will never stay at another Marriott again.

Sincerely,

Siggi Nagele
[protected]
siggi.[protected]@gmail.com

I am a rewards member with Marriott. I have filed a complaint with Mariott case number: [protected]. I am planning on never coming back to any Mariott in the near future if nothing gets resolved immediately
. The frustration the staff have put me through these last two days were beyond worse than anything iv'e ever witnessed. I payed a deposit fee in cash and it was returned to me as soon I checked out the hotel, proving the manager there is playing some type of mind game especially because there was no odor or any type of smoke in my room that was being charged. The Fairfield Marriott in Canton, Michigan is not organized at all, As I left the hotel they charged me for a card I had on file to only keep the room on hold, I did pay separate in cash for the room as well as the deposit. For the Hotel Manager to get low and do such a thing behind my back put me out of words. I really do wish and hope you guys can resolve this matter pronto because one hotel shouldn't ruin the name to all the Marriotts for loyal rewards members. Hope to hear from you very soon!

We stayed at the Marriott TownPlace Suites in Saskatoon Saskatchewan Canada
Aug 3-4-5. I booked my room through airmiles and paid them with my credit card.
When I checked out I was charged $352.74 on my credit card for my stay. When I returned home from my vacation I noticed the charge on my credit card. I called the hotel on Aug 9th and left message for manager to call me. He returned my call on the 10th and told me that he found the air and that he would have it corrected and the funds would be credited to my card by Monday Aug 13th. I checked my statement on Aug 20th and there still was no credit. I called the manager and he had gone for day so I left a voice mail for him to call me the next day, I did not get a call so after work I called again long distance for me and was told he was in hotel and the front desk clerk took my information down and said she would get him to call me right back. Its now 730 pm and I am writing this letter because he did not return my call. I have to pay long distance charges every time I call and am really getting tired of this. I was told it was a simple mistake and would get credit processed immediately which was a lie. Now I cant even get him to return my call. The hotel is really new and have stayed there twice now when I go there to visit family. I can't believe in this day and age of electronics that this credit could have been put through by the hotel shortly after the manager was aware of the mistake made by his staff. I will really have to re-think where I stay next time. Would you please look into this for me and get back to me. Thanks for your time .Rod

I booked a spa treatment for myself and a friend to celebrate my birthday yesterday. Needless to say the treatment start to finish was appalling. We were made to sit in a passage way as oppose to a relaxing area awaiting our treatments. I had the bliss package and my friend had a massage and pedicure. I had pre-arranged to have the two treatments together but we were told on arrival that I would have to pay an additional fee and was later told that they did not have capacity. None of this was foretold upon the booking. I also requested that we have our pedicures done at the same time but was told that they did not have a therapist on hand to do my pedicure so I would have a manicurist whilst my friend was having her pedi. The therapist asked my friend if she often walked barefoot as her feet were in terrible condition and then proceeded to tell her that she really should see a doctor about her toes (a laptop fell on my friends foot). Both of us had to have our nails redone as mine was streaky and my friends was too thick and started smudging. We were told that its just how the nail varnish is. I demanded that both our nails be redone. Both therapists left us without so much as a word. Making our way to the reception area the manager approached us and told us that our lunch was ready but was stopped by a therapist telling us if we don't have our nails repainted right then they would not have anyone available if we ate first. By the time we were done, our lunch had been sitting on the bar counter for 30 mins. Needless to say at this stage we were both horrified and extremely angry by the lack of soft skills and the derogatory treatment. My friend was humiliated by this experience. I declined to have my pedicure as I could not wait to leave this establishment. Once we were done, I got charged additional for the massage oil, my friend got charged for her massage despite the fact that i produced two vouchers and was told that I misunderstood the treatment for my friend. Not once was any of the treatments explained, I kept having to ask what the package included and was told, sorry I will check. The manager stood there without uttering a single word of regret or apology. I am disgusted by this spa and will ensure that no-one I know ever frequents it again. So much for international standards.

So they take a credit card and hold for "incidentals". No Incidentals are used but they still charge for them. THis charge is not shown on your bill. It is only shown on my bank statement. How can this even be legal? My check out bill is $155.33 but the withdrawal from my checking is $180.00. I am told the difference is for incidentals. WTF. I did not use one incidental. Isn't this just stealing from me?

I want my money back. THe clerk spent all her time telling me to not get angry because she needed her job. IT's so nice to be understood by Marriott.

A staff member entered my room without my consent. Without warren or concern for any emergency. I left my room while my teenage child was sleeping to get something from my car and a staff member entered my room. It was absolutely unacceptable and highly disturbing. I feel unsafe and violated. I called the manager to complain and I was dismissed and the issue has not since been resolved. If you leave your room any staff member can enter at any time for no reason. Always engage the deadbolt at all times when you are in your room and do not leave your children alone.

Good Morning,

My wedding is on September 1st, 2018 and honestly am experiencing the worst treatment ever, I am trying to book rooms and get a wedding rate since April 2018 with no hope, hotel contacts either don't answer or are very rude or are not helpful at all, now with one month left to the wedding I don't have one single room, which is unacceptable.

Please provide me with a solution to said issue as soon as possible, as am really considering changing the venue from this horrible attitude.

I booked a room at Springhill suite in Pearland on July 20th and I wasn't pleased. Our room was sold twice and my wife and I were awakened at 2am by a guy entering the room. He had a key along with his luggage saying it was his room. We didn't have any issues but afterwards my wife could not go back to sleep. And after the incident occurred we received multiple calls from the front desk asking for info such as identification and credit card info as if it wasn't already 3o'clock in the morning. I'm complaining cause we were not comfortable with our stay and I will be booking another room in Dallas in about two weeks and I don't want any problems. Thanks in advance Leonard Dancy

I purchasd some televisions from Vail, Colorado Marriott that have a hotel lock on them. It's been 2 months and I can not get the IT department to help me in resolving this issue. The front desk keeps sending me to different management personals voicemails that are never answered. I even left numerous message to the IT director Brandt Marott both at his desk and cell phone number and have yet to get a reply. No wonder the rest of the Marriott employees in this location have the same disregard for service too. If this is Marriott management, I am truly worried. All I need is to resolve my issue.

Thank you,

Mike Bhatty

I am writing to express my bad living experience in your hotel. This is my only bad experience in your group. I am your loyal client and hold my wedding ceremony and banquet in you Bali Ritz Carlton hotel last year. You are trusted hotel partner when I travel around.

I visited your Renaissance Pattaya Hotel to celebrate my husband and my mum birthday with my family. We have booked totally 4 rooms for 2 night. I was impressed with new fashion design decoration with your hotel.

The problem came when we check out hotel room. I am responsible for all check in and check out since my family member cant speak and read English. I was told one of the room no.828 which is my uncle room need to pay the penalty THB 3000. Your staff said they found an cigarette in a garbage bag. Since your staff( Do call manager) speak English, my uncle cannot communicate with him (My uncle can only speak cantonese or chinese). I need to translate for them. My uncle said he went to local restaurant outside for late supper and then smoke after the meal. He couldn't find the rubbish bin so he put the cigarette in the garbage bag and bring to hotel. The fact is he didnt smoke in room.
I tried to explain to your manger. He said the non-smoking icon was in the drawer and told us should read all the hotel policies very carefully. His word was warning us and not polite. Seems there is common issue occurred in Chinese. He said we used this "excuse" for penalty waiver then we didnt have to pay the penalty. But he will remark this "issue" to my profile. I feel threatened by his words. And his attitude and facial expression shown that we likes a group of thieves. My uncle insisted not to pay the penalty since he didnt smoke in room. Then your staff spoke to my uncle in Chinese suddenly 算！你可以離開 (Fine! You can leave!)and then go away. This is so rude and bad attitude. After I found out he can speak chinese and he insisted not to speak chinese to my uncle, we can feel there is racial discrimination for chinese. What I felt was your manger is not willing to deal with chinese people and discriminate us. We all feel so bad experience and made our family trip so bad.

I would like to clarify with you

1. If your hotel found cigarette in garbage bin will charge client directly without considering client situation?
2. How can your hotel staff "remark" me?
3. Your staff wont speak to client preference language even he can speak natively?
4. Is there any racial discrimination to Chinese in this issue?

There is my booking detail
Guest name: Ms Kwok Pui Yu Pauly
Date: 19-21 Jun
Handling Staff: Male young manger
Contact email: [protected]@hotmail.com

Looking forward to your reply.

Your faithfully
Pauly Kwok

stay at hotel 6/9/2018-6/10/2018

Its extremely disappointing that I even have to do this because I've always enjoyed my stays with these hotels. The way I was approached from the moment I stepped in was just awful. The front desk was too busy with their personal conversation to even bother with checking me in. when i was finally able to get into the room..it smelt so bad I was nauseous, the TV didn't work. There was no room for a roll in bed.. I asked numerous times for a 2 bed room... finally left to universal studios (reason why I was in town) . I don't think I should be stressing about how crappy my service is going to be on my sons birthday . I called 3 times and finally got my room switched. Of course they didn't switch over my parking info to the new key cards and i was stuck outside for 20 min 3 times!...the parking was horrid (some concert going on and apparently anyone can park there) and no one seemed to even bother to make any accommodation or attempt to take the extra step to make my family feel welcome. I'm not a confrontational person and I don't like making a scene so Im going to make my sons birthday day weekend crappy because the hotel was the worst part of the trip. I'm really hoping for some sort of solution to make this right as I am ready to file with BBB and take further actions if needed.

You work hard the minute you get hurt they make fun of you harass you accuse you of making belief. They cut your hour and give it to people from an agency don't pay you holiday don't give you a race and instead of offering a job of manager to there workers that are familiar with the hotel and the job they offer it to a total strangers who has no experience and is controlling and disrespectful scream at you and naturally if someone scream at you you going to scream right back. now you on the wrong. but they get to get away with it. How rude you get written up if you call off and bring a doctors note you get written up if you get hurt on job and can't take the pain next day and blind Doctor note there abusers and housekeeping apreciation day the managers pick what they want to do why don't you call it manager appreciation day we are still working no help and all the managers enjoying what was for the housekeeper appreciation day and we to tire to go because we are tire working from 8:am to 6:pm you know they could had help we would had came out by 1:00 but no.no appreciation How it's this right.

Marriott Marquis Marina San Diego reservation web site is very misleading. On the first page they provide a section to show the days you want to stay, the number of rooms and guests plus any discount to apply. Once that is filled in there's a box that indicates "view rates". Another page comes up that shows the types of rooms available the rate for each room and total per room. Nothing on this page or on the inserts that appear when you click on "rate details" or "room details" for a selected room type indicates that rate and total are not inclusive. It doesn't indicate average cost per night or total per room plus fees and taxes. So at this point your expectation is this is what you will pay. Not until you go to the "select" box that takes you to yet another page which you think is to make a reservation for the room you selected do you find a whole new series of costs. Now you find that the cost you thought you were going to pay is not that at all but was average cost per night and total per room is really plus tax and fees.
No one in central reservations, hotel direct reservations or the person that apparently has the authority to a offer a modified rate or negotiate will listen to the argument that Marriott has decided to change the English language and that the words on the rate page really mean something different. They use terms like subtotal which does not appear anywhere on the rate page, everyone does it, its Marriott Corporate policy, you should know those rates are not the final, the last page has all the information!
Not at all impressed. USD/night means cost for the room for the nights selected not average. Total for room means cost for the nights selected not plus fees and taxes.