CB Travel and Vacations Marriott International Complaints #22-41

Marriott International Reviews and Complaints

Marriott International review: Reservation

mcme of Dollard-des-Ormeaux, CA

Mar 05, 2020 9:56 am UTC

Verified customer

On Feb.19/20, the Director of Operations from The Westin Ottawa, Peer-Christian Fritz, contacted me to inquire how my stay was. Below was my response. It has been more then 2 weeks and I have still not heard a word back. Unacceptable customer service.

Thank you for reaching out.
Actually Peer, it was very stressful and quite a nightmare.
I originally made a reservation for 3 rooms. I had then cancelled one room as my mother passed away. I called to cancel that room and keep 2 rooms, we were 6 people.
The reservation was for Feb 15 - 17. I even called that morning to make sure we still had the reservation and they said yes. I did not check the email Marriott sent me. Supposedly one room had been marked as reservation for the 14th. As we did not show up on the 14th, because we made the reservation for the 15th they cancelled that room. We had a big argument over that, even with the manager, Layla.
She told us that my father and brother could be put up at another hotel but we were there for a wedding and had events held at the Westin, hence our bookings there. We also heard from a friend that they had there reservations at the Westin but being that you overbooked they were told there was no room and had to go to another hotel. Disgusting and unacceptable!
My father and brother had to sleep in other rooms from our wedding contingency. Then Layla tells me that she would give us complimentary breakfast on Sunday morning. The breakfast came out to 186$. When we went to check out they then tell us that it was only for my father, WHO DIDN'T EVEN EAT BREAKFAST! And Layla has the gall to tell me that she can't accommodate us anymore, that she has done enough. What accommodation did she do for us? Nothing! No compensation on our bill/stay, no complimentary breakfast, like she said she was going to do, nothing.
Worst experience I have ever had and I just stayed at a Marriott the previous week in Ottawa, The Fairfield, which was a great hotel.
Believe me I will let everyone know what a disaster our stay was and NOT to ever go to this hotel.

A very unhappy client, Maia

Keywords:

argument cancelled customer service director of operations manager mother passed away reservation rooms stay wedding

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Marriott International phone numbers

+1 (800) 736-0554

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The Ritz-Carlton

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Gaylord

+1 (800) 285-2684

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Atlantis

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08000858179

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+1 (800) 831-4004

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+1 (402) 390-1647

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customerservice@marriott.com

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2025 Convention Center Way, Ontario, California, 91764, United States

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