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Marriott International
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208 complaints
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L
8:06 am

Marriott International - Case #99123112

I have been on the phone 2 hours on this issue and I AM BEYOND UPSET.

I booked travel to the Tampa Bay Westin for February 8 to February 11 for my sister's birthday. The representative suggested, "Wow you have points! Its not a lot but consider doing cash + points." In a bit of a rush I said I will call back and inquire so when I did today, I got less than the experience and service I expected. Upon looking at the website, on the chart that details how many points will be used, I reviewed based on the Category 4 requirements.

Seems clear but I called customer service just to be certain and have clarity of the process. My first question was what peak season(off peak, standard, peak) was the location in because it was not specific. The first representative on the phone put me on hold, changed my reservation and took 25, 000 of my points and came back on the phone and said "You're all set"

I ASKED A QUESTION. I did not tell her to take my points and make any changes when I was trying to understand what the process is. I asked for her supervisor and she was barely able to tell me the process and just flat out said, "I don't understand this because the chart you are looking at is not the right one. Theres a new chart and it doesn't take to effect until February 19th".

ACCORDING TO THE CHART, I am to pay $120.00 and Marriott will take 13, 500 points for a in peak season and that's what I am expecting. As a government employee, a veteran and more importantly a loyal Marriott rewards member I should not have to deal with the inconsistencies of information when trying to book reservations based on the information that Marriott has posted on their website. It is not my fault if there were company changes/rules that should be reflected on their website rather than dated misinformation. Now I'm out of a 11, 000 points based on the chart (13, 500 and not 25, 000)

The Tampa Bay Grand Hyatt is right across the water and I have stayed there before but I thought I could take advantage of my earned reward system. I been a loyal rewards member and when I say loyal, I have been to conferences and changed my preferred accommodations all to stay at a Marriott property because I am more comfortable and familiar. At this point, I am upset how this is being handled and I want a call to rectify this before the week is over.

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1:12 am
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Hi there I am Sathya from Singapore a Marriott club member I frequent Marriott tangs in Singapore and all the other hotels owned by Marriott. I made a trip to Coimbatore to se my aunt and decided to stay at fair field Marriott . I have been staying at this hotel 20-23 of January and I have extended my stay here till the 24th of January before I head back to...

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I prefer to remain anonymous as the following information left my family in such distress I would like to inform the company and following allow the experience to no longer disrupt my life. About a month or so ago my family and I were in the Northwest Arkansas area visiting family for the Thanksgiving holiday. After searching hotel rates we decided the...

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8:33 am
Verified customer This complaint was posted by a verified customer. Learn more

Marriott International - Booking

I booked two rooms from 03 to 07 January 2019 at a cost of R18 000. On arrival at the hotel, I only got one family apartment while there was five of us at the hotel. We had to book another Protea hotel (which cost us another R21 000) as a result because they were fully booked and couldn't give us another room.

Now the reservations manager calls me a day later to ask what happened to the same person who was supposed to occupy the other room. I find it very incompetent of the staff because I asked for another room and they claimed to be fully booked, so we had to be cramped up in one room. While I paid for two rooms!

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9:00 am

Marriott International - Impossible customer service

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.

313-271-2700 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.

800-736-0554
888-236-2727

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
616-510-5942

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10:20 am

Marriott International - Front office mis-information & bad after sales

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.

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1:12 pm
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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...

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M
3:42 pm

Marriott International - Violating my privacy

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: [email protected]
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 # 829563402

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2:08 pm
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For the last 3 weeks, I had been receiving a telemarketing phone call from phone number 1-435-233-9749 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...

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5:05 pm
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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...

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8:36 am
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Bonjour je suis client du groupe depuis de nombreuses années; ma carte membre SPG N° 50951811618/ 263869419 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 de...

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11:02 am
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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...

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6:10 pm
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I am a rewards member with Marriott. I have filed a complaint with Mariott case number: 62753554. 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...

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8:43 pm
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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...

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12:14 am
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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...

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9:37 pm
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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...

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3:15 pm

Marriott International - Unethical entry into my room

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.

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2:22 am
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Marriott International - Room reservation and customer service

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.

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5:12 pm
Verified customer This complaint was posted by a verified customer. Learn more

Marriott International - Springhill suites

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

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10:13 am
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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 hi...

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