Complaints

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had an extremely disrespectful & dismissive experience at this hotel. The room (floor specifically) was not cleaned properly. There was a broken piece of plastic on the floor from someone's hair clip that I stepped on. There was a crusty, white, damp spot on the floor that I also stepped in. I called staff to take a look. The staff member told me to just put a washcloth over it. At 2am we found a cockroach in the bathroom. I called the front desk to speak to staff about the situation. He was dismissive. The next day, the front desk supervisor accused me of lying. She actually lied to me. Throughout the week I called 4 times to speak to the manager. Each time, staff told to me that he was busy, and he knew he needed to call me and provided me with a time frame that he would call me back. HE NEVER CALLED ME BACK, EVER! I escalated the situation to Marriott's corporate office & opened a "ticket". I was told the manager had 10 days to return my call, HE NEVER DID. I called corporate again, they said he called them & told them not to refund me for the night. I escalated that to someone higher up. They said they would resolve the situation & get back to me. I received a call from MARRIOTT's corporate office saying they would not refund me for the night because they checked the room 3.5 weeks later & found no cockroaches. This was about their horrible customer service, dismissive nature, disrespectful attitudes, not calling me back despite how many times I called & left messages, the manger telling staff he knew that he needed to call me back, staff relaying that to me, and him still not calling me back. Also, corporate headquarters giving me the runaround for weeks. In the end they said, "we are siding with the manager on this one". I asked to speak to someone above that customer service supervisor and she told me there is no one above her. They also promised to give me 10k points to my account & NEVER did. This ordeal lasted 4 weeks. I only asked for a 1 night refund

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩