Complaints

• Initial Complaint

  11/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid for a room at the Courtyard on 9/12/22, and was only there for 10 minutes and had to leave. 2 days later 105 dollars was withdrew from my account at an ATM without my authorization. This fraudulent transaction was the only transaction immediately after my transaction with the Marriott which is documented by my bank. I still have my debit card and didn't give it to anyone and no one has my pin. I filed a fraud report (*************) with the police and it was determined that a skimmer is being used at the Marriott Courtyard because no one could have accessed my card information and pin in between the day I paid for the room at the Courtyard on 9/12/22 and the day money was fraudulently withdrew from my account at an ATM on 9/14/22. I even volunteered to take a polygraph to prove how adamant I am that i didn't withdraw 105 dollars and I am a victim of fraud. I want the Courtyard to refund the $240 for the room I paid for because of the fraud that was committed against me which caused my account to overdraft and caused other problems in my bank account by me staying at the Marriott!

  Business response

  12/19/2022

  n response to the guests accusation that his card was somehow counterfeited at the Courtyard Marriott is totally untrue. Our equipment is 100% PCI compliant and no scanners have been found at this location. The person that withdrew from his account acquired the information using some other device not associated with the hotel.  The ATM should have a camera which would have recorded the person who withdrew the funds from his account. We are willing to view any footage and id any of our employees if be so. Additionally no one else has accused this business of sharing card numbers in the recent past.

  Customer response

  12/19/2022

  [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

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I along with other family members stayed at this hotel to attend a wedding last weekend. My room was prepaid, yet Marriott charged me 3 times, on one account it caused me to go into overdraft. Those funds still have not been released. Our room was not cleaned. As we were disinfecting our room, there was a blood stain on the blanket. So we called to request another. The new blanket had more blood stains then the first. We requested to be moved to another room and **** the front desk mgr stated shed move us. When she did the new rooms air was not working. We had to call back down to the front desk. Maintenance came up told us to give it 5-7 mins and it should be working. We had to leave but we thought once we got back the room would be nice and cool from the summer heat. That was not the case, the room was still hot and maintenance was gone for the night. We woke up pouring sweat the next day. I just want to be compensated fairly and I want my funds to be released back to my bank that they have pending. I emailed their customer care team and its been a week with no response. Thanks

  Business response

  08/01/2022

  Good afternoon, 

  
  

  This email is to confirm that the funds that had been reserved in the client's credit card have been released and it is on the hands of the banking institution to complete the process. 

  
  

  The guest does not have a frequent guest number so no bonus can be added at this time. 

  Customer response

  08/01/2022

  [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 responded to the email with the following information 

  1. Full Guest Name Listed on Reservation: ****** ********
  2. Full Hotel Name: Courtyard by Marriott Philadelphia City Avenue.
  3. Dates of Stay: July 15th-17th
  4. Last Four-Digits of Credit Card Charged: ****
  5. Reservation Confirmation Number (if available): We booked through American Airlines as a package, this may be the reservation number ***********
  6. Full Marriott Bonvoy Account Number (if applicable): *********
  
  And then kept getting an error message to email: marriott.rewards.customer.care@marriott.com. So I don’t even know if this info was received.
  
  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. ↩