Marriott International
Reviews and Complaints

I got a cheaper room than I paid for. I booked their most expensive room in one of their hotels, one with a "premium view". The view was a view of a roof with HVAC equipment, etc. Also housekeeping never came by.

You can see that they don't actually reserve the room you book. When you look at their booking site, and change the dates vs. type of room, their website says all of their rooms are available on any day. Clearly this is not possible. This means that they don't reserve rooms when you book. They will just give you whatever room they want when you arrive, not the one you paid for.

Definitely one of the best; value for money. Have been using them for years and it gets better. They have very good management

The Marriott has beautiful hotels/rooms no matter which state you are in. They are a little pricey, but you definitely get what you pay for! The staff is always very nice and helpful. The rooms are big, cozy, and clean. I have never had a bad experience staying at a Marriott.

Booking online is easy for everything, cancelling, checking in so when you get to hotel not much to do but get your key. Some hotels offer keyless entry with phone technology. All history saved on account online and customer service good if you have a problem. Website has extensive detail on properties

I booked a room at theRenaissance Chicago O'hare Suite Hotel. I needed to cancel so I called the hotel 30 hours before check in. I was told I had to cancel on line, so I did. I received a confirmation # for my cancellation. Four days later my card was charged. I figured I would wait three days because it was a mistake. Three days later I called the hotel and Louis was very nonchalant about the situation, told me the room was cancelled. I provided him with the cancellation number, and he then replied I would have to wait until Monday to talk to someone. I asked for a manager, and he replied "There's no manager here." Never again!

I worked for a franchise who has rules it had to follow with corporate. I was terminated after coming forward of wrongdoing and in retaliation I was directed to ignore this policy and charge the guest even more. I declined to violate my own morals, the law and this policy.

Less than a months later was written up and terminated. I tried reaching out to Marriott for help but no response that would help.

One of the legal team wrote back and said to talk with the franchise hr department who was aware of these policies but didn’t care. All is opposed and covered under right to work I get it, but my employment had nothing to do with Marriott but bringing forward the violation of policy did for sure. I was hoping they would look into it but really they just seem not to care. It’s been year 1/2 now

I cast a wider net about the broken brand standard and wrote multiple departments within communications, general questions, complaint email, executive team media etc…but 🤷‍♂️

First Review May 3,2020

We stayed four nights & the friendliness and professionalism of the staff was appreciated. The downside, we checked into the hotel to relax and decompress and not to play ring around the room. We had to change rooms twice due to maintenance issues which we felt should have afforded an automatic upgrade offered by the staff to accommodate for the inconvenience that we experienced of having to get redressed and packed up twice to go to several different floors. However, the third room was a charm. Overall the service and experience was great but could have been exceptional.

Second Review May 4,2020

BEWARE! The "General Manager" Hazel is spiteful and vindictive. Yesterday, I left an unfavorable review. Directly after that my card was charged $106. Today, I called Le'Meridian to inquire about the charge. Hazel the "General Manager" informed me that I was charged a cleaning fee, I asked her what for? Hazel stated that housekeeping had to clean up blood in the room. I asked her why wasn't I contacted in regards to this matter before my card was charged? I never received an answer to that question from Hazel. Then, I asked her how can you definintivley determine that what you thought you saw was in fact blood? Do you have a degree in forensic science? Hazel stated that as the "General Manager" she has had biohazard training, REALLY? I am appalled and offended at Hazel's inaccurate conclusion. Does biohazard training give Hazel permission to accuse without inquiry? How does Hazel know what she that she saw was indeed blood without adequate testing? It seems as if Hazel might be in the wrong profession. As Le'Meridian's "General Manager" Hazel needs more training in resolution and communication. Her overconfidence is distateful and disdainful. This is my second unfavorable review in regard to her unproffesionlism. In the mist of the pandemic that we are all in, unwarranted accusations are never acceptable or appreciated. My husband and I will definitely not be returning to Le'Meridian. We have warned our friends and family not to patronize this hotel from this point on. Le'Meridian has their "General Manager" Hazel to thank for the loss of business.

THIS REVIEW HAS MYSTERIOUSLY BEEN REMOVED FROM LE'MERIDIAN'S WEBSITE ONLY TO BE REPOSTED...

I reserved a room at Aloft Miami Airport hotel via a third party booking agent [booking.com] for Wednesday 6th March 2024.

We were travelling from the UK and mid flight received an email and two messages via booking.com from the hotel stating there was an issue with our credit card. I responded to both messages and the email advising the hotel that I was mid-flight and unable to call as they requested. I also advised them that I had added a second card for payment, to please not cancel the booking and it would be sorted on our arrival as we were battling a time difference and being in the air.

I was slightly concerned that the hotel was attempting to take payment although we hadnt arrived.

I received no answer to the messages or email.

We arrived at the hotel approximately 1930 hours to be told that the booking had been cancelled so after 13 hours travelling we had no room despite attempts to resolve the issue.

Whilst in the reception area of Aloft I secured another hotel, using the third party booking agent and the credit card that had 'issues'.

I wrote a review which has been rejected on the third party agent website by I presume the hotel although they have responded to the review I left on Trip Advisor, the author apologised for not replying to the email sent and doesnt understand why that happened, the author was the recipient of the email so the response on TA appears to be lip service.

My complaint is based on

Our credit card being processed before we had arrived which resulted in the issue, had we been there when the card was processed it would not have happened. There are preventions for fraudulent use of CCs, are the hotel not aware of this?

Cancellation of the booking despite trying to resolve the issue which wouldnt have happened if the card was not trying to be used without us being present.

The removal of the review despite it being an accurate account of what happened

A perceived lack of training of staff particularly around international travel and an inability of calls to be made by would be patrons whilst they are mid-air.

I received a call from your Manila branch this morning Mar 7 saying that they are undergoing a survey. After all the questions she realized that I am a single mom with 3 kids. She was about to put down the phone when I clarified if I cannot buy the vacation packages because I have not been with someone for 2 years. Apparently I am not eligible for the purchase. I cannot believe what I just heard. I asked if my children and I are not considered a family. She apologetically replied yes and that it’s a qualification of their vacation packages for me to have someone for 2 years. Isn’t that discriminating and functioning against your core values? I was disgustingly shocked and hurt. Writing you this to amend this exclusion and to seek an apology.

We stayed one night in the hotel on 30th November 2023. Next day my sister woke up with bites all over her hands and legs. Then my sister stayed over at my house for one night before heading back to her house. 1 week later I woke up with bed bugs all over my bodies. Eventually my whole family, including my 19 months old son has swollen hands and swollen legs because of bed bugs. We have gotten pest control to come over but pest control is unable to fully get rid of bed bugs either and we are still suffering from it until now. We have contacted Marriott Hotel but no response was given.

This involves a stay at the San Francisco Fisherman's Wharf Courtyard hotel.

The whole situation centered around a discount code. I have been speaking with so many different employees over a period of several weeks. My complaint now is the fact that no one was willing to help, listen, or even return phone calls. I am lodging a complaint against Julia (property manager of the hotel) and Dominigue from corporate. Neither of these employees responded in a professional manner and they lack customer service skills. I will avoid all Marriott properties going forward.

I am one of the customers of Marriott and a frequent one too. Marriott has been addressing me as a mister since 2019 although I have placed numerous complaints with its HQ and even the individual hotels that got my gender wrong. I was born a female in my birth certificate.

I find it extremely racist, discriminated, humiliated, and insulted. The reason for racism comment was because I have a unisex name. It is a female name in Asia but a common male name in the West. It has breached their business ethics.

My latest call to Marriott, I placed a complaint while raising my voice (not directive, not derogatory, not a personal attack, no sarcasm) and the Manager on the call named Michelle threatened to hang up on me. When I continued with a higher tone of voice specifically stating above and highlighting that I had done nothing wrong and did not violate any of Marriott's business ethics, she hung up on me.

Dear Concern, I am writing today with a heavy heart. My name is Tapu SIngha, Employee ID - E00452, EID - Tsing501, Hotel ID: DACBR (Renaissance Dhaka Gulshan Hotel Bangladesh), I have been working with Renaissance since November, 2021 till now. I am currently in suspension and I myself will resign within next week. I would like to raise my complaint about my current Front Office Manager, Mr. Khaled Bin Ahmad. Ever since he joined in August of 2022, he has always been discriminating me because of my looks and how I speak. I have always been one hard working associate and if you ask for referral from any other colleague in Front Office, they will also say the same about me. But according to Mr. Khaled, I was never good enough. He has many times made fun of my voice, my heritage, my religion, and my background. I come from Sylhet, which is a hilly area that consists of people from many tribes such as mine. Although we are a minority, I have never faced such harsh words from anyone in the hospitality industry. He constantly calls me "Pahari" and "Chinese" to make fun of my origin. He insults me in front of everyone on a regular basis because of my vocal tone. I still have always been quite and respectful towards him, but this is not where it ends. He always had a bad temper issue, and he insults, shouts, uses slangs, and even threatens to slap all of us junior associates in a regular basis. He only helps female associates and there have been many times that we saw him get really comfortable with ladies and even asking them to do indecent things with him to show his power. When the ladies do say no to him, he makes their lives into living hell.

I was recently given a suspension but when I asked HR, they said nothing and just said that they will let me know. It's almost been a month now, and they are still not giving me any information. There's a whole syndicate going on at Renaissance Dhaka where the FOM is trying to release all of the old associates, so he can bring people from his old properties. He has a reputation of sleeping around with junior associates in his previous properties and he wants to bring them again so he can enjoy those facilities again. Keeping a man like Khaled Bin Ahmad at Marriott International is a crime. Wherever he goes, he makes sure he tarnishes the brands name, and here he will do the same.

On December 16, 2022 my daughter (minor) and I opted to stay at this beautiful hotel, as i had just delivered my son (minor) to airport. I paid $15 extra fee for secure parking and parked toward the front off to side under the bright lights. Between 7:30 p.m. 12/16/2022 and 09:20 a.m. December 17th, my $70, 000 2018 Ford F150 Raptor was stolen from the mariott denver tech center. There was not much support from security. I was only told there was one camera under the front door of the mariott. Security did not look at the camera until my young daughter asked. There was also a bumper key packing thrown to side of truck which he opted not to pick up, again my daughter picked it up and we were told it was a way to get entry into my vehicle. The security person on staff informed that some weeks prior, another raptor was stolen from their downtown denver location. There would have been no way to take my truck from the secure parking without the room key, which he did not seem to look at that as a viable reason to see who used their key at this hour to leave the mariott. My daughter and I were stuck there and no one to give us a ride home. I asked to book another room, as initially i booked through priceline. The agent asked manager who never came out to check on us and i was told it would cost more. The hotel agent did offer us one bottle of water. I have stayed at mariott hotels in the past and always pleased with service. This time, i was scared, overwhelmed and surprised how little support my daughter and i were given. We finally obtained a ride home from a friend of a friend. I am bothered by this and hope no one ever has to experience this at the hands of the mariott. I am disheartened. My hotel stay costed my room, plus my $70.,000 truck which was never found, my social security card/birth certificates of that and my son never returned and never did we received a call from mariott checking on us .

I am grateful my daughter and I were not harmed; it is metal and can be replaced, but if you only knew as a single mom working multiple jobs to get our dream truck which we had a little over a year. I am not complaining about working and will start over, but just broken that we were not even acknowledged :( Once we checked out, we no longer mattered despite being stuck at your location with no offer of helping us at the very least with a decent room rental. I wasn't asking for free, just to give me the same rate or better, neither which happened. I had to argue with your team to get the 15.00 fee reimbursed for my stolen truck which was a struggle. All we have left is a photo of my truck, a police report and a heartbreaking memory of our experience at the denver mariott.

Forever Disheartened in Colorado

M.F.

I purchased tickets through Groupon for an event I thought was in Orlando Fl. Once purchased I reviewed them and saw they were set for Opryland in Nashville. I immediately contacted Groupon and they said that they could not help me and that I would need to contact that location. I contacted Opryland and after going through multiple prompts and speaking to some different departments I was told they would email me after reviewing. Since I had already plan to attend the one in Orlando I went there, and the manager said to purchase tickets there and she took my name and number and assured me that she would contact them and stated I was not the only person this had happen to and that others had received a refund. I called Marriot and the customer service said they would open a second ticket to look into the issue and its been over a month with no resolution. All I was looking for ways to transfer the money to the event in Orlando. Now I am out the $100 and cannot understand why.

The most interesting of all is that Marriot has the mission statement that says, “to enhance the lives of our customers by creating and enabling unsurpassed vacation and leisure experiences.” This was the worst experience every. For Marriot being such a large company its surprising that I cannot get my $100 back.

Please have someone contact me [protected]

Booked reservation for friend visiting San Francisco. When developed COVID I immediately canceled reservation. Robin. Who took my call, said no charge to card.

Contacted Amex to reverse charges but Marriott kept the money. Worse yet, they used my Amex to add another charge, without notice or permission. Accounting sent email saying they didn't charge enough first time around. This is a scam to get double fees for rooms canceled for extenuating circumstances and using credit card unlawfully.

This lack of service absolutely impacts my opinion of Marriott hotels and rest assured I will ensure that social media and all of my colleagues will be made aware of the greed by Marriott.

There was availability and I was simply asking for the $163 rate per night that was available to all seniors and/or veterans of which I am both.

The difference between $199 (your advertised group discount rate) and $163 is significant for seniors on social security.

I also find it hard to believe that an organization of your size that raves about how they value their customers, could not accommodate what was a very fair request. Also, that there is no-one in the organization that can rectify and refund the difference is totally absurd.

A very dis satisfied and disillusioned Marriott Bonvoy member.

My name is Vondell Henson. My email address is vondellhenson0082gmail.com

My complaint is in regard to a cancellation at the Townplace Suites Marriott BWI, on 4/22-4/24/22, reservation #[protected] and my cancellation #[protected]. I had a death in my family, and I called Townplace Suite to informed the representative. I contacted customer care, and they informed me that I could not receive my refund, because I made my reservation on line. I need a full understand of what this mean. If I cancelled my reservation in time, why can't I get my refund back.

On April 28, 2022, I was walking into the Westin Hotel at 407 S. Congress Street, Jackson, MS 39201 around 6:00 PM (CT) time. I was attending a social event hosted in the Estelle Wine Bar and Bistro and I had on a pair of Brand new and never been worn before Louboutin stiletto heels. I have numerous pairs of Louboutin stiletto heels and I walk in these shoes all the time. As I was entering the hotel, just as I walked inside the glass doors, suddenly, the heel of my left shoe got caught inside one of the cracks in the flooring of the entryway. My heel got caught to the point where I almost fell, and my shoe was stuck inside the crack. An employee who was nearby helped me and he had to struggle to literally pull my shoe out of the crack in the flooring. In the process, the employee damaged my shoe and scraped the patent coating off the heel. A manager was not on duty at the time, so I left my contact information with a front desk agent, and she also took a picture of the damages. No one called me as promised; however, after several attempts to follow-up, I was finally able to speak with the general manager on duty. I explained to him that the situation was not only a very dangerous safety risk to anyone wearing high heels shoes, but that this also resulted in severe damage to a very expensive pair of shoes, once the employee was finally able to pull my shoe out of the crack. The general manager was very condescending towards me and told me that he had never walked in stiletto heels, and he proceeded to admit that I could have gotten hurt or twisted my ankle. He was trying to make fun of a very serious and costly situation and also make fun of anyone who wears high heel shoes. Furthermore, I explained to him that not only is the flooring a hazard in its current state, but anyone in a pair of high heels can easily hurt themselves, or worse, walking across the entry path. I asked the general manager to please kindly cover the cost of replacement. He then went on to say that he was not going to pay for the replacement of my shoes due to the cracks in the flooring and the damage caused when the employee removed my shoe. I told him that I would escalate this issue if necessary, but I wanted to give him the opportunity first to properly address the situation, and his response was to laugh into the phone. I found his response discriminatory towards women and anyone who chooses to wear high heels shoes. Additionally, there was not a sign anywhere on April 28th or any warning in place that indicated that high heel shoes should not be worn in the walkway. If customers who wear stiletto shoes are not welcome at the Westin, then we need to know. Furthermore, the manager's response was indicative that anyone wearing stilettos attending events at the Westin need to be aware that their shoes may be damaged at this property, or worse, they may fall and suffer a serious injury. According to the manager's response to me, anyone attending galas, weddings, or any formal event where they may wear stiletto heels should not patronize this Westin. This could also impact the financial bottom line of the hotel because lots of women enjoy hosting events and parties, and some of us enjoy wearing high heel shoes; however, the general manager at this location just confirmed that we need to choose a different location.

To whom it may concern,

My family and I had the misfortune of staying at your hotel from 3/24/22- 3/27/22, in room number 407. The hotel was very nice and comfortable, but during our stay, we encountered a number of unsatisfactory service levels that I think you should know of and hopefully do something about.

First, even after calling the front desk to ask for towels we had to search down housekeeping on our floor daily for clean towels and to find out where to place dirty ones.

Second, on 3/26/22 we asked a lady outside our door for towels and she told us to go get some from another lady and that she would bring a bath mat and hand towel to our room later and place them in the bathroom. We noticed they were changing out the light shades in the rooms, they were on a cart outside our room. 4 hours later when we returned to our room, there were no hand towels or mat, but our daughter's air pods 125$ were gone from our bedside table where the lampshades had been changed. We reached out to the manager Cindy Bagwell and let her know what had happened and she said she would check who was in the room. After talking to her numerous times and her stating they could do nothing about it, it was an insurance issue, we attempted to give her a copy of the receipt where we purchased new ones. With no one technically coming in our room, nothing should have been missing. Any maintenance should be done in empty rooms. Random individuals should not come in while the room is occupied.

We hope you agree that this type of service is completely unacceptable at so many levels. It is not the kind of treatment I would have expected from a Marriott hotel of your state and caliber. I am very disappointed from this bitter experience. As a Marriott Bonvoy Chase Credit Card holder the expectations at your hotels are high. Articles being stolen from a room are not acceptable.

I would like to hear your thoughts about my complaint and the steps that you are willing to take to prevent such incidents in the future and to help with the loss of our air pods.

Yours sincerely,

Joel and Amy Hensley

Marriott Number [protected]

After two telephone interviews, one of which involved telling a "story", I was hired to work as a Customer Service Rep for the Fall River MA center. The next day I was contacted by HR and told to come in for a drug test. While a swab sat in my mouth I signed several papers giving the company my consent to perform a background check. It included a criminal, credit, and education check.
Two days later I received an email telling me they decided to rescind their job offer. I have an unconvicted DUI on my record, told the truth about my education, and I don't even smoke pot! I left a message with HR but she never returned my calls.
After reading a sea of complaints from both customers and employees I don't feel so bad. I wouldn't want to work for an uncaring, disrespectful, and dishonest company like Marriott International.

Very UNIQUELY DISAPPOINTING EXPERIENCE had by myself and my family of 6 at the 3 beachfront rooms we reserved at your Carambola Beach Resort in St. Croix, USVI. As a Titanium Elite Bonvoy member and Marriott Bonvoy credit card holder, I have come to expect certain luxuries when staying at a Marriott-branded hotel, and have rarely been disappointed until now. This resort fell short on every level of BASIC, NON-MEMBER, PRE-COVID expectations! In fact, this experience has to be the WORST experience I have had at ANY HOTEL CHAIN in all of my years of national and international travel! Please let me explain THE CARAMBOLA EXPERIENCE:
1. HORRIBLE CHECK-IN very slow, took over 20 minutes before we were even acknowledged. No luggage assistance offered.
2. Rusted appliances and dusty shutters throughout the room. The sofa was soiled (with only God knows what!), was very worn, and extremely dated, as was the outside patio furniture. There were baby roaches in my shower, a larger roach in my closet and near the refrigerator in one of our boys' rooms (both killed by my son), ants on my bathroom countertop, in my kids' coffee pot (as they attempted to make a cup of tea) and in their microwave, and at least two occasions where a bug was noticed ON MY BED! Residual piles of hair and dust was present upon check in and remained in our room for our entire stay! On our way to dinner, we noticed rodents (that we later learned were mongoose) running across our paths, in the dining room areas and kitchen, crawling in/out/around the trash cans, etc. A pair of feral black cats, who also camped out by the food areas, startled us as they started fighting and broke out into a chase as we tried to enjoy our boxed dinner on the "lanai". These animals were not just spotted once or twice, but were pervasive during our stay.

Furthermore, property landscaping was unkempt, with dark to poorly lit uneven walkways, fallen lights with exposed wires, standing water in the corridor outside of our room, holes in the lawn covered with wood panels, rusted generators near the beach taped off with yellow tape, roof panels with holes/partially ripped off, broken hot tub, and a very dirty and UNINVITING pool area!

Standard service requests were perceived as an inconvenience. For
example, we requested fresh towels on Saturday via the Bonvoy ap. This request was not acknowledged and towels were not received until SUNDAY evening (after several additional calls to the front desk). Since we only received two bath towels and no wash cloths upon delivery, we again requested more towels. This was such an issue that we resorted to cutting the bath towel into wash cloths for the remainder of our stay!

Front Desk Reps, Management is UNRESPONSIVE! Marriott Corporate shifts blame to resort, who again is UNRESPONSIVE. Vicious cycle that ultimately leads NOWHERE!

AVOID LIKE THE PLAGUE! If there is any other option, go with it or just stay home!

July 2021 3-10

Stayed at this hotel in JULY 2020 (During peak of covid using my USG rates supplying my ID as I always have with no issues. Enjoyed our stay so in Decemeber of 2020 i rebooked to stay at the hotel again this july 2021 at the same rate. Not having any idea what the world would be like and where we would stand with COVID but booked anyway.

We this past sunday on the 19th the hotel emailed me saying I had to present 4 items to get the govt rates vs the 1 ID i have had to show on every stay EVER at any Marriott hotel

Marriott had no issues taking my money during the peak of the pandemic and would have again this summer if restrictions were still in place. They are ripping off existing customers that took care of them during a pandemic.

I have attempted multiple phone calls and emails to resolve this issue directly with the hotel management and corporate office and have gotten no where.

I can't book anywhere else in the city because covid restrictions have lifted and everywhere is sold out or rates are 4X what I have reserved.

I just want Marriott to honor the reservation I booked.

I have been in dispute on two separate occasions prior to the third situation arising with the Courtyard Marriott located in Plano Texas at Legacy Park. I check out of this location back in April 2021 and on June 2 of 2021 I had a payment of $393 the duct and from my credit card which is what it was for a week right at that particular location. This bill was paid in full detect it from my account on for 2021 and after multiple attempts to try to get the money refunded and a useless call with the Marriott elite customer service Department I am at my wits end right now because this red money still has not been refunded today as of June 10, 2021 this company has overcharged my card on three separate occasions and this charge was without warrant without notice and is now being ignored by my request for a bill and a reversal of discharge. I have sent all of the required documentation showing the deduction from my bank accountThat the bill was paid back in April 20 21 and I'm not getting any help from any side the hotel has not responded to my communications in a request for my folio which was promised to me and I don't even know what they were trying to charge me for I have no receipt I have no idea the hotel is very withholding of information and not quick to respond. I believe that this location is a franchise not a corporate location but they should still be held under the same rules by using the name