Complaints

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Here are my personal details:- *************** Membership Card Number: ********* - Email: ********************** Phone: *********** Regarding my reservation details:- Booking Confirmation Number: ******** - Hotel Name: ***************** - Check-in Date: February 2, **** - Check-out Date: February 5, **** Today, I received a notification stating that the hotel would be unable to provide a room on my check-in date but offered to transfer me to another hotel. This is concerning as it appears to contradict the guarantee of available rooms outlined in the membership terms.One of the reasons I chose ***************** is its unique panoramic environment, facilities, and location. Being transferred to another hotel may not meet my expectations for the accommodation. Additionally, such a handling may significantly impact my travel plans and cause inconvenience and disruption.Before my check-in, I kindly request a thorough investigation into this matter and an explanation along with a reasonable solution. I believe resolving this issue is crucial for maintaining customer relations and upholding the reputation of your ******* have already contacted the staff of Marriott Hotels Group and they have stated that they do not provide any solutions. This is a violation of commercial terms by Marriott Hotels, not a problem for the guests. I hope the company can provide a proper solution.

  Business response

  02/02/2024

  Marriott's ****** of ******** Affairs and the Hotel's Director of Welcome have been in touch with the Guest. Although the Hotel was unable to meet the Guest's request for Marriott Bonvoy points, he was offered relocation at the same rate, or a complimentary night for a ***********.
  
  ***************************, Corporate Liaison, Marriott's ****** of ******** Affairs

• Initial Complaint

  12/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Marriott, specifically regarding a service issue at their Courtyard Irvine John Wayne Airport/Orange County during my stay booked for 12/1-12/3. The booking was made through ***** Travel, with confirmation number ********. The crux of my complaint is the unnotified change in my room type. Despite booking a king bed room, I was provided a room with two double beds upon arrival, without any prior notice. When I raised this issue with the hotel staff, they informed me that the room could not be changed back to the original type and directed me to contact ***** Travel and ******* for resolution. This was both surprising and frustrating, as the problem clearly stemmed from the hotel’s end. This incident reflects a serious lapse in customer service and management at Marriott. The lack of communication, refusal to rectify the situation, and failure to acknowledge their error or offer compensation was highly disappointing. It significantly impacted the quality and enjoyment of my stay. Given Marriott’s reputation, such a disregard for customer satisfaction and service standards is unacceptable. I am seeking the BBB's intervention to address this issue with Marriott, in hopes that it will lead to improved service practices and prevent similar incidents for future guests. I appreciate your assistance in this matter and am available to provide any further information or clarification needed regarding this complaint.

  Business response

  12/13/2023

  Hotel's General Manager has apologized to the guest regarding his concerns. Guest was provided with Marriott Bonvoy points. OCA Liaison, ***************************

  Customer response

  12/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********
  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, Had a stay with Marriott (conf # ********) at the Westin Washington DC Downtown and the points are not being correctly allocated to my Bonvoy account (*********)

  Business response

  12/21/2023

  Marriott’s Corporate Office of Consumer Affairs has been in contact with the guest to review our Program Terms and Conditions regarding qualifying stay activity. As a gesture of goodwill, Marriott Bonvoy points were posted to the guest’s account. The guest is happy.
  
  **** ******, Corporate Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  12/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear Marriott Bonvoy Customer Service, I am writing to express my dissatisfaction and frustration regarding a recent experience with your platform that has left me out of pocket and disappointed. I attempted to purchase points for a 2-night stay at the Renaissance São Paulo, with the reservation dates set for December 10 to December 12, 2023. Unfortunately, I fell victim to a fake website, resulting in a loss of $504.32. Upon discovering the issue, I promptly contacted Marriott, and I was offered a goodwill credit in points for a 2-night stay at the Renaissance São Paulo. However, despite the assurance, the promised points (for account number *********) have not been credited to my Bonvoy account. I kindly request the immediate fulfillment of the goodwill credit as initially promised or, alternatively, assistance in securing a reservation for two people at the Renaissance São Paulo on the specified dates mentioned above. Thank you for your understanding, and I look forward to a swift resolution.

  Business response

  12/10/2023

  OCA Liaison, ***************************, spoke with guest about his concerns. We were unable to confirm the offer the guest reported receiving, but provided him with some Marriott Bonvoy points for the misunderstanding.

  Customer response

  12/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  11/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Very concerned absolute the state of supplies and service at aloft lake Buena Vista Florida. To start off at checkin I was informed my room was given away and they are sold out they only had 1 type of room available. Sad because I paid more for a different room I can let that go. It’s a beautiful hotel property with lots of potential but the staff is destroying this place I have tried four times to reach front desk over two days where no one is answering the front desk phone. finally today I called on my cell phone and still could not get any answer. I walk to front desk and in extreme broken English lady says she no answers phone and was doing paperwork . I was like wow cause they rationed wash cloths to 1 per day to not overload house keeping and if you want your room restocked you have to ask 24-48hrs in advance. This is unacceptable. The management company is rationing our coffee cups and room supplies to save money and when you ask for from the front desk, they give you a really hard time about how they cannot give you one and supplies are locked. I honestly feel ripped off and disappointed that this is even in the Aloft property of brands. I have stayed at the Chesapeake, Virginia location, and Gainesville, Florida with excellent customer service and staff that knows what they’re doing. This location needs to retrain entire team or rehire. My trip confirmation number is ********* My Marriott Bon Voy number is *********

  Business response

  12/06/2023

  Marriott’s Corporate Office of Consumer Affairs and the hotel’s General Manager have been in contact with the guest to apologize for his experience. As a gesture of goodwill, the hotel approved a partial refund. The guest is happy.
  
  **** ******, Corporate Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am currently staying at the Residence Inn, ***************************************** in Houston, TX. Unfortunately, my experience here has been far from satisfactory, and today, I reached my limit. I specifically requested a room that has not accommodated pets due to allergies, but it's evident that a pet had been in the room, possibly leaving behind fleas/ticks. To address this issue, I purchased flea and tick salt from ******** applied to the carpet and successfully resolved it. Another point of contention has been the housekeeping service. They don't collect used towels/linens, I started placing them outside my door in hopes of having them replenished. However, instead of replenishing these items, the housekeeping staff would only collect them and provide garbage bags. They consistently refuse to provide us with fresh towels, forcing us to visit the front desk. Front Associates claim they are not permitted to leave the front because they are working alone. I find it hard to believe this explanation since I have not seen multiple associates on any shift during my stay. On Tuesday morning, I encountered the housekeeper, an older white lady with her hair secured in a clamp or ponytail. I brought up the issue of the towels, and she promptly provided me with the towels. I requested that the floor be vacuumed. Regrettably, when I returned, I found that nothing had been done. I was met with the same situation: no towels or linens, only garbage bags. I was too fatigued to fetch towels myself Tuesday night. Wednesday morning, I called and ****** informed me that she couldn't deliver towels/linens to my room; I had to come and get them. This delay caused me to be late for work. I then requested to speak with management, but was told that **** wouldn't be present until 1 pm. Today, my patience was pushed to the limit. I approached the same housekeeper, explaining the recurring issue and what I needed. While she collected the necessary items, she yelled "I don't have time for this."

  Business response

  10/31/2023

  Marriott International has been unsuccessful reaching the Guest after a few attempts.  The General Manager has been successful and communicated with the guest, an agreed upon resolution has been reached.  According to the General Manager this is resolved. 

  *************************, Corporate Liaison, Marriott's Office of Consumer Affairs

   

  Customer response

  10/31/2023

  I spoke with the general manager and we agreed on the refund. The refund wasn't processed therefore, she advised that she will arrange a stay to cover the refund. Everything should be fine and arranged within the next day or two. Reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* **********
  
  

• Initial Complaint

  10/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid too much money for the tv not to work The bathroom door was broken Two of the TVs didn't work in the room Was not the best experience for a high price

  Business response

  11/10/2023

  Marriott's Corporate Office of Consumer Affairs and the hotel General Manager spoke with the guest and apologized for their experience, and room issues.  The General Manager provided Marriott Bonvoy points due to challenges.
  
  Corporate Liaison, Corporate Office of Consumer Affairs

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stayed at the Tamirand in Barbados for a celebration vacation. The accommodations were unacceptable to say the least. Our room had the view of a broken roof beneath us. The bathtubs were stained, rotted wood, AC was leaking over the bed, bathroom door would not fully close, dusty ceilings, fans, and corners, restaurants closed at what is an all-inclusive hotel. The poolside chairs and cushions are very nasty. It was just totally unexpected for the nearly $2800 per person we paid for this trip. We asked to be moved or refunded. We were told we were required to stay at least three nights in these conditions before we were eligible for a refund. We were finally given a room at a sister hotel (which was another tedious experience) and were denied even courtesy transport to the sister hotel. This all-inclusive resort left much to be desired compared to what I have experienced in other places. What was even more upsetting is that when we were leaving, one employee told one of the people traveling with me that "maybe we would enjoy the other side of town, because this side is usually more sophisticated."

  Business response

  10/13/2023

  The Guest has been contacted by Marriott's Office of Consumer Affairs and the Hotel's General Manager. The Hotel's General Manager provided an apology and confirmed that the hotel will be closed for renovations, prioritizing the Guest's feedback.
  ******* ********, Corporate Liaison, Marriott's Office of Consumer Affairs

  Customer response

  10/24/2023

  I received an email to call *********** for a response to my complaint.  I called as the email requested. She answered and said she would call me right back and I have not heard back from her after 5 days now.

  Business response

  11/02/2023

  The Guest has been contacted by Marriott's Office of Consumer Affairs and the Hotel's General Manager. The Hotel's General Manager provided an apology and confirmed that the hotel will be closed for renovations, prioritizing the Guest's feedback. The Hotel's General Manager offered a two-night refund.
  ******* ********, Corporate Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Stayed at Courtyard by Marriott Philadelphia Great Valley Malver in room *** on September 22, 2023 and the room had bed bugs. Requested a refund and the General Manager refused to give me a refund. Provided the general manager with a bed bug from the room. Two front desk clerks confirmed the bug was a bed bug. Have witnesses and photos of the bed bugs. Asked to have belongings put into equipment that kills bed bugs. The facility was not equipped with the equipment. Our belongings included two grand worth of clothing and accessories for a formal wedding we attended. We needed to have our belonging properly treated for bed bugs at our own expense. The room was filthy, and the tub had lots of rust. Have photos. Read other reviews online after returning home that the same room had bedbugs and the patrons had blood in there bedding and were bitten over night. They have photos posted in their review. At this time I am asking for a refund of $149.85 paid.

  Business response

  10/13/2023

  Marriott's Corporate Office of Consumer Affairs has further mediated on the guest's behalf with the hotel's General Manager. It was confirmed that a pest control company came to the hotel and after doing a full inspection was unable to find any evidence of bed bugs. Based on this information the hotel will not be able to provide the guest with a refund or additional compensation. An email with this information was sent to the guest. 

  Customer response

  10/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I provided the bugs to the general manager. Pest control was not provide that bug to ID.

  Room was filthy. Tub was significantly rusted. 
  
  Regards,
  
  *******************************

  Business response

  10/19/2023

  Update-After further review of the concern the General Manager has offered a full refund of $149.85. The Marriott Office of Consumer Affairs has sent the guest an email to confirm the refund and attach an updated copy of the folio showing the credit. 

  Customer response

  10/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a stay through ********* for $152.87 for the Courtyard Marriott at Yonkers. Marriott received the payment from ********* and used their virtual **********. I was erroneously charged an additional $145.60 on my **** at check-in which has not been refunded despite numerous attempts.

  Business response

  09/22/2023

  Marriott's Corporate Office of Consumer Affairs has been in communication with the guest. A refund has been issued for the overcharge. Please allow 5-7 business days for these funds to be available again.
  ***** ******, Corporate Liaison, Marriott's Office of Consumer Affairs

  Customer response

  09/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  

*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. ↩