Marriott International
reviews and complaints

Went to Panama City Fl. a day early (July 28, 2017). We checked for a room to stay in for the night. Prices on the beach were 200 to 250 a night so we decided to stay on the outskirts of Panama City. We found a Courtyard by Marriott at 905 23rd Pl Panama City on the outskirts for $160 a night, we decided to stay there.
When we checked in the attendant told us the room was $160 and with our Triple A discount we could have it for $130. My mistake was to put our receipt in my pocket without looking at it. After a week vacationing we returned home. Several days later I received my credit card statement and found that we were charged a total of $254.24. I called the hotel to see what the problem was. I was told that the $250 rate was their normal rate and they didn't know why the girl told us $160. I said $160 was the internet price, all she could say was sorry there is nothing I can do.
Well there is plenty I can do, I'm retired and I have the time to let as many people I know that Marriott engages in false advertising.

To mr, Davi Marriott General manager
Cc: Marriott headquarter Group-USA.
Cc:Customer service USA.
Marriott:

I am sending this message to highlight major problems with the Front Desk Staff, Valet Parking Attendant and Hotel Manager that I recently I encountered at the Marriott hotel in downtown Abu Dhabi on Monday, 31.July, 2017.I am a long standing customer with SPG Gold member.Starwood Prefered Gust.
([protected]).

Front Desk Staff:
Upon checking-in and paying for (3) nights, I informed the Front Desk Staff that I needed to self-park my car and asked for a parking pass/card. I was informed that guests must use the valet parking service and could not self-park their own cars for security reasons.

After challenging the Front Desk Staff on this policy, the requirement for valet parking only, continued to change such the reason eventually ended up being that paying guests who were only staying (3) nights were not entitled to a parking pass/card and must use valet parking.

I am all for security but as someone who does not allow hotel or any other service staff to park my car for safety and hygiene reasons, the Marriott’s Front Desk Staff’s changing explanations confirmed that the Front Desk Staff were not telling the truth.

• How could the Marriott Downtown Abu Dhabi put people at the Front Desk that outright and knowingly lie to guests?
• What ever happened to the “Customer is always right” I was not asking for anything out of the ordinary.

Valet Parking Attendant:

Eventually the Front Desk Staff relented and informed me that I COULD self-park my car in the Marriott hotel valet parking, without a parking pass/card but when I tried to do so, I encountered an aggressive Marriott valet parking attendant who practically threatened me regarding self-parking, even though the front desk informed me that they would inform the parking attendant to allow me to self-park.

• Is it the policy of the Marriott Downtown Abu Dhabi to allow employees to threaten guests and not be held accountable?
• Does the Marriott train their people in how to deal with customers?
I should have called the police so this employee could not threaten any more guests for it was clear during my discussion with the Manager of the Marriott Downtown Abu Dhabi that this employee would not be disciplined.
As I could not trust the Marriott Downtown Abu Dhabi or their staff, I cancelled my (3) night stay and moved to another more customer friendly hotel.
Hotel Manager:

As I was cancelling my stay, the Marriott Downtown Abu Dhabi Hotel Manager approached me at the front desk to understand what happened and while he tried to talk me out of cancelling my reservation, his attitude was both dismissive and condescending.
This was my first ever encounter with a Hotel Manager that simply did not seem to care about his guest’s welfare or the reputation of the Marriott Downtown Abu Dhabi.
• How could Marriott hire such a Hotel Manager who seemed to take joy in having a customer cancel a stay and walk out the door?
• If the Hotel Manager has this type of attitude towards guests, it is no wonder the Front Office Staff and Valet Parking Attendant treated me with such disrespect and disdain.

In summary, I would never go back to the Marriott Downtown hotel in Abu Dhabi because of the way I was treated and would encourage folks looking to stay at the Marriott Downtown hotel in Abu Dhabi to reconsider and select another hotel property in Abu Dhabi-you will thank me.

Dr, jamal Al kaabi
+[protected].

This is what I am posting on TripAdvisor and other consumer blogs, and I am extremely hesitant to ever stay in any Marriott hotel again.

1/5 stars
I had stayed in this hotel in June and liked it, hence I booked it again for a short stay. But the front desk service leaves much to be desired - in fact I would say this is the worst and most stressful service I've had in a long time (and I travel to London every month). I had booked a car transfer to Heathrow at 6am for a flight at 715am on 3rd Aug, and when I realised that it was the wrong date on the 2nd evening, I tried to talk to concierge but they were "off duty" by 8pm. Reception told me it's no problem, that no matter what it will be resolved. I came down in the morning on the 3rd, and I asked about my car (in a huge hurry, but thinking it would be outside), and the rude receptionist kept saying "you booked the wrong date" and it's your fault. Honestly, instead of actually trying to solve the situation, of asking his colleagues to help get a taxi quickly, he was rude and still took his own time. I asked why did you tell me last night it was taken care of, he just said "it's your own fault for booking the wrong date". My reservation was clearly made to check out for the 3rd not the 4th, and I had asked to change it, and I was clearly rushing.. A 5 star hotel would and should never be this rude to business customers, but more importantly, when you promise to look into it, you should not turn around and blame the customer. I WILL NEVER EVER STAY HERE AGAIN and you guys should stay away unless you are prepared for terrible service, rude Receptionists, and unhelpful bellboys. If this is how they treat loyal SPG/Marriott Gold customers (I have lifetime Gold status), imagine how they'll treat normal customers.

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.

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

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.

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).

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.

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.

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

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.

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.

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

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]

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.

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

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

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 .

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.

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!