Sign in

Marriott Corporation

Sharing is caring! Have something to share about Marriott Corporation? Use RevDex to write a review
Reviews Hotels, Restaurants Marriott Corporation

Marriott Corporation Reviews (162)

Review: On July 5th, 2014 my family and I were driving from visiting my family in Alabama back home to Virginia [redacted]. I am a loyal silver level member of Marriott as well as holder of a Marriott credit card. We were traveling with our family dog and we decided to drive over 30 minutes out of our way just to stay at a Marriott as a loyal customer as we have always been treated very fair. We went to this particular Marriott because their website states "pets welcome", no mention of a fee. Upon arrival, around 12:15 am, I had issues checking in due to a new employee left alone. This was tiring, but really not an issue at all. The issue started when asked to use my points for a free room, which I had more than enough points to cover. The employee said no problem and I was made to believe this was handled. I then honestly informed the employee I have my dog with me along with my wife and 4 year old daughter. She informed me that she have to call her manager and wake her up because she has never dealt with this and the fee is $100. I let the employee know that if this is the case I will keep driving. She called her manager and then set the phone down and said "she said don't worry about it" I said really, that's great! So no pet fee charge? And the employee said "I guess, she said just don't worry about it". I get the room key relieved I don't have to pay, but they swiped my card for incidentals. Once we get to our room, the room was dirty with the bed messed up, dirty towels in the bathroom, waste basket with trash in it, and the coffee pot on and burned. Instead of wasting more time and dreading the issue of the new employee, we were so exhausted we just laid in bed and tried to sleep. In the early hours we had a bill slid under the door for the $100 pet fee and $99 for the room. After complaining the next day, the employee on staff said her GM will handle, contact me, and also most likely award bonus points. This is where the GM decides to not answer questions after 2 emails.

Product_Or_Service: Hotel Room

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

After waiting over a week for a response that was told to me by Marriott would take 3 to 5 days, Ms. B[redacted] (GM) said she didn't get back to me earlier due to vacation. Her employee told me she would actually be back from vacation the day after our stay. Aside from this we have been refunded the hotel room fee without any concern for the state of the room or addressing the matter of being told I wouldn't have to pay a pet fee of $100. I want an explanation of all

Business

Response:

We were unable to reach the via telephone so the following email was sent to the guest this afternoon.

- Sara T[redacted], Corporate Liaison, Mr. Marriott's Office

From: T[redacted], Sara Sent: Thursday, August 07, 2014 3:21 PMTo: [redacted]'Subject: Marriott Response

Review: while on a two week stay at the Marriot hotel on [redacted] I had two different problems. the first was several young men attempted to break in my vehicle on the 14th of june approx 5:30. the police were called and the management assured me that it was a situation rare and was under control. One of the workers had instructed me to park in the handicapped parking space in front of my room to insure safety' The police were called. Last evening I had picked up my son to come and swim with me, We had just arrived at the hotel and were walking to our room when a man began yelling and cursing because we were parked in a handicapped parking place. The man and his friend came down to the lower level and proceeded to curse and swear at me and my son. I barely avoided a physical altercation. when I informed management ([redacted] was very complacent and obtuse. [redacted] informed me that she would talk to the offenders and get back with me.Later [redacted] talked with me and informed me that the guests involved were regular customers and that she suggested that it would be safer for me and my family to check out. I was bewildered and confused at this decision. I was treated great by the rest of the staff and had no complaints with any of them however this women should not be in management. Her conduct was unprofessional and very aggressive. I would like to see her held accountable for her actions.Thank you [redacted]

Product_Or_Service: roomDesired Settlement: DesiredSettlementID: Refund

I spent over 500.00 for the six days at the hotel and was embarressed humileated and attacked,[redacted] should not be in management. It is also my opinion that her employees know what is going on nor do they respect her. All of the employees apologized for her behavior.

Business

Response:

Dear Revdex.com,

I have spoken to the guest and offered him a $175.00 Marriott Gift Card which is meeting him halfway on what he requested and the guest accepted and issue is closed. Guest should receive the gift card within two weeks.

Mr. Marriott's office

Review: I booked this hotel thru my employers company perks. Upon booking I selected the date and was given a price for a king bed OR two double beds. I proceeded to check out and pressed continue, and the reservation went thru WITHOUT the system giving me the option to make my bed selection. Since my card was charged I called the travel agency and they stated that I would have to call marriott directly, which I did and was told that I would not know wether my request for 2 double beds would be honored UNTIL CHECK-IN! I explained to them that this was unacceptable and that the website clearly stated that I had the choice of king OR double beds! I also explained to them that I was traveling with another person and I needed double beds. The representative stated that they wouldn't have a problem accommodating me the day of. Well the day of my arrival I called again to verify that I would have double beds and the front desk stated that they wouldn't be able to accommodate my request and that I would be placed on a king bed and a sleeper sofa! Because of this I was unable to stay there and now I just wasted money on a room that I didn't even stay at because they did not honor the room promised. My 4th of July plans were ruined! I will be contacting my corporate relations department and filing a claim there as well!Desired Settlement: I would like to be given a refund since we were not able to be accommodated.

Business

Response:

Dear [redacted]

Review: On May 12 my account was put on a $490.00 hold for my room charges. On May 16 I received an additional pending charge of $440.00 for a grand total of $930.00. While these charges did not go through, they made my available balance go into a negative state, unbeknownst to me, and left me with 7 overdraft charges at $36.00 apiece. ($252.00)When I realized the error, I called the Marriott Guest Services and they referred me to the hotel. I called and left a message on Friday night and the hotel clerk told me that the finance specialist would be in Saturday morning. I called again Saturday and was told this person was not in. On Saturday, I visited my bank and their ledger showed that both pending charges had dropped and I had not been charged the original charge of $402.52.On Monday, I received a call from PJ. I spoke to him and told him that Marriott had not received my money, because both charges had disappeared. ** apologized and said that he had never seen this before and had no record of me being charged twice. ** said that his records show that I had paid. I insisted that it had not. We discussed this issue, with my full cooperation to pay the charges, but I asked that ** call me before debiting my account again so I could expect it. Tuesday, May 20 I checked my bank account to another TWO charges from Marriott! The first was on May 19 for the correct amount, $402.52. The second is another pending charge for $470.00. After my bank called the hotel, and detailed all charges to him, he denied any wrongdoing, he called me back and said that the hotel clerk had "copied my card information from my reservation to another and my card was used to authorize other stays! He said that he fixed the issue until three days later, when I have been charged $738 from them AGAIN. It has been an absolute nightmare and I truly don't know where to go from here- I have been screamed at by the 1800 Marriott Customer Service Line and given the run around from everyone else.Desired Settlement: DesiredSettlementID: Refund

I haven't been able to utilize my bank account in over seven days. I expect that Marriott compensates me for the overdraft charges $288 AT LEAST. At this point they also owe me $738 for the charge that went through my account.

Business

Response:

This issue was resolved between the hotel and guest on 05/24/14, and we received confirmation from [redacted] Front Office Manager that overdraft fees of $288.00 were refunded on 05/26/2014. Please see below for details.

From: [redacted], ** Subject: FW: Overdraft Charges And Refund

This issue was settled on May 24, 2014 please see below

[redacted]Front Office ManagerCourtyard by Marriott [redacted] Area###-###-####

Review: I called the hotel on 6/27/13 and spoke with one of your representives to make reservations from June 29-July 1, 2013. I requested a double room because I was traveling with my husband and two teenage daughters. The representive gave me three options. The first being advanced purchase for $65/night, regular rate for $109/night and breakfast included rate for $119/night. I asked for the advanced purchase rate of $65/night. She told me that I would have to pay for the rooms in advance in order to get that rate and I provided her my credit card number and received my confirmation via email. The representive did not inform me that I would not be able to cancel the reservation nor does the confirmation that I received state this. When we arrived to the hotel on 6/29/13, [redacted] the front desk clerk informed me that I did not have a reservation. I provided her with the email confirmation and she informed me that my name was listed as [redacted] instead of B[redacted] and that she could fix this. She then informed me that she saw where I requested double rooms but they only had king rooms available. I explained to her that I was traveling with my family and could not put my teenage daughters in the bed with my husband. She then provided me with directions to the Courtyard [redacted] Center and said they had rooms available because she had sent another guest there earlier. She asked if I wanted her to cancel the reservations and I said yes because I could not let my daughters sleep in the bed with my husband. She then offered me access to your computers and said I could use them to look for another hotel. At this time, it is after 6:00pm GMT and we have been on the road since 4am CST and I have nowhere to stay. Luckily we did find another hotel and was able to check in. Once we settled in, I checked my credit card and saw that I had been charged $148.20 from the Marriott that is pending. I checked to see if my reservations had been cancelled as [redacted] stated she would do and they were not cancelled so I called the hotel and spoke to another representive and asked why the reservations were not cancelled and she said that I had an advance purchase rate and that I would still be charged for the room. I explained the above to her and notified her that if I had been informed of this, I would have stayed and tried to figure something out. She then offered for me to come back to the hotel and check in. I explained to her that I was already checked into another hotel and had already paid them and I then requested to speak to a manager. She placed me on hold and then came back to the phone and said that [redacted] was going to credit the charges back to my credit card. She told me to check with my credit card company on Tuesday (7/2/13) to make sure the charges were refunded since it was the weekend and it would take 2 business days for the refund to show up. I then checked to see if the reservations were cancelled and they were not, so I cancelled them online. I checked my credit card on Tuesday and saw that the charges were still pending. I called the credit card company and spoke with a representive that told me to give it a few days because sometimes it takes a few days before the refund happens. I checked back on Friday, 7/5/13 and the charges had been applied to my credit card. I called the Marriott back and [redacted] answered the phone and I explained to her that the charges have been applied to my card. She checked the system and said that she had refunded the money back to my card but did not understand why the charges did not go back to the card and notified me that I needed to call the Accounting Department. I called the Accounting Department on Wednesday (7/10/13) and spoke with a gentleman (I can't remember his name) in the Accounting Department that stated he launched an investigation into my complaint and the money would be refunded since [redacted] said she was refunding it. I received a call from him oDesired Settlement: DesiredSettlementID: Refund

$148.20 refunded to my credit card.

Business

Response:

Review: My family and I (husband and 2 small children) made reservations through [redacted] with this hotel. We paid the full amount for our hotel 3 months prior to check in. when we arrived we were told we needed to leave a $250.00 deposit. I explained to the front desk supervisor ([redacted]) that our reservation was paid in full, and we were not informed about additional charges upon check in.I called the travel agency and was told that residence inn did not have any information posted on their site about leaving a $250.00 deposit upon check in. however; we paid the $250.00 deposit because it took an hour and a half to get things squared away, we were tired from the six hour drive and so were our 2 small children. we were told we would get the deposit back 48 hours after check out. 48 hours later we did not receive our deposit, so I called to inquire about it. we were falsely accused of smoking pot in the room and was told that is why we did not receive our deposit back. the front desk manager was very unprofessional and rude. after telling her we did not smoke anything in that room, we did not light a match...nothing, especially around my 2 small children. [redacted] (front desk supervisor) said her housekeeper walked in and smelled it and that was all the evidence she needed. I then left a message with the General manager, who did not call me back. so I called customer care, customer care got in touch with someone from the hotel who said they then walked in on me and my husband smoking dope in the room, and she/he told us we would loose our deposit because of it. I then called the general manager back, because everything their saying is completely false and we have proof, that what we are being falsely accused of is a lie. however; [redacted] (general manager), bluntly denied refunding our deposit, he falsely accused us again of smoking dope, and he would not give me the chance to present my proof that what we are being accused of is completely false. At no time during our stay did we smoke in our roomDesired Settlement: DesiredSettlementID: Refund

I have been seeking legal advice about this manner, and fully prepared to take this to court. I sent a letter to [redacted], who I have yet to hear from. We would like the full refund of our deposit, and our stay.To be falsely accused of smoking dope in front of my small children is unacceptable and degrading. I am prepared to follow this through legally for we have nothing to hide and no reason to lie. I would like our full refund of our deposit, and our stay.

Business

Response:

The hotel manager states a housekeeper witnessed a female in the room exhaling smoke, which is why the hotel assessed the smoking recovery charge. As a gesture of goodwill, the hotel initially offered a 50% percent refund but **. [redacted] indicated the offer was not satisfactory. The hotel's General Manager then agreed to make a one-time exception for the guest and issue a full refund.

[redacted] - Corporate Liaison, Mr. Marriott's Office of Consumer Affairs

Review: I have spoken with your assistant [redacted] and she then directed me to [redacted] seemed to be very concerned about my experience. At this point I feel like I am getting the run around about the whole situation. I was told by security and hotel staff that there were no cameras to help me find out which employee removed my bag from my vehicle. After two conversations there are now cameras. [redacted] then advised me that Marriott claims should have contacted by now, and rushed me off the phone; stating they were calling him about it. I never received a call, but found the number to the claims department; only to find that it was reported that my car was in the parking lot, never spoke to [redacted], and were not going to do anything with the claim. At this point I am very frustrated, as this whole situation could have been avoided if the concierge had not been so rude to my husband and myself; in addition to feeling discriminated against, finding that another guest was allowed to use the dolly to unload his luggage. As a result I had very personal items and information taken from me, and having to replace them. I was offered s credit for my stay, but I would rather my personal information and things returned. I really hope that some actions are taken in regards to this situation.I have had numerous conversations with [redacted] only to be referred to the claims department, claims department can't understand why he is referring me. Claims department is getting conflicting stories from staff and so am I. I hope you can assist me in this matter as I have been misled and lied to. Initially I was told there were no cameras, then told there were and [redacted] said he reviewed it. The next time I spoke to him he stated that he actually did not see it. I asked him to review the tape until I was actually getting in my car, and that was not done.

Product_Or_Service: I pad/ Coach book bagDesired Settlement: DesiredSettlementID: Replacement

I would like to have my coach book bag and I-Pad replaced as I showed the staff that locator app I have on it as well as I had it set to erase. They can purchase the items and send to me if they dont trust paying me for the items. I have tired everything to resolve this issue and have been sent on a wild goose chase. It was a I pad 2 wifi/3g 32gb pad

Business

Response:

This was sent and a determination was made by Marriott Claims Services, who denied your claim. We can certainly understand your disappointment with the result of your claim; however, Marriott Claims Services has the final responsibility to investigate and determine the outcome of events of this nature and we support their decision. Our apologies for any frustration you may have experienced.

Review: On around March 18,2013 a reservation was made for this hotel for a one night stay on March 23,2013. After traveling for over 6 hours I had the worst customer service experience. Upon arrival to the hotel it was in good condition and seemed fairly new. The front desk area had two attendants and serveral guest in and out of the lobby. As I walked up to the front desk only 10 minutes before check in time only to let the clerk know I had arrived I was greeted rudely with "you're going to have to wait until 3:30 maybe 4:00 because we dont have any rooms"! The female clerk never asked my name or checked her computer. when requested to speak to her manager we were told they were on the floor busy. After waiting the 10 minutes I approached the counter again and was turned away. My event was starting at 3:30! We we're informed that it was best to stay seated in the lobby or they couldnt guarantee or call us when the rooms were ready. I was not checked into my hotel room that was booked in advance until around 5pm. After the event was over. The room was cleaned in a rush and was missing towels that were requested and never brought up. As well as hot water that would never get hot and a rude housekeeping person that knocked on the door the next day and asked "are you coming out"? These employees were so unprofessional and ruined my stay!Desired Settlement: DesiredSettlementID: Refund

I would like to be refunded or compensated in some form for my stay at this establishment. This hotel was completely unprepared to provide accomadations for the guest they booked. The lack of customer service skills and empathy towards your guest is something that should never be overlooked. Especially a paying customer that has traveled a great distance and ended up missing the event that they traveled into town for.

Business

Response:

Dear [redacted]:

We would be happy to review your concerns however, we are unable to determine which hotel you stayed at. Please advise us of the name and address of the hotel, and the name the reservation was under.

Thank you,

Review: I stayed at this hotel back in March for my anniversary and When I arrived to my room , my room was dirty, towels had stains, our ice machine in our floor was broken when I asked where I need to get more I was told another floor. That was very inconvenient, when I called to get news towels nobody came to our room to replace them. I had to go down stairs to have someone give me new ones. The ice machine was broken then entire stay, Our bed was never done the next day and bed never done. I needed one day to stay in May and [redacted] booked me with your hotel again. I am not wanting to stay at this hotel after the experice that I had at this place. I just want to get a refund and not stay here.Desired Settlement: refund

Business

Response:

The St. Petersburg Marriott Pinellas Park's Director of Operations, [redacted] has spoken with the guest and apologized for her poor experience earlier this year. Her reservation for May has been canceled and her pre-payment has been refunded. She is satisfied and will consider giving the hotel another chance.

- [redacted], Corporate Liaison, Mr. Marriott's Office of Consumer Affairs

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: The reason I'm filing this complaint is constant and consistent negligence of quality of service by Marriott Platinum Elite customer service. I have been living at this one marriott in [redacted] for over 2 years now with atleast 90 nights per year. I already have over 90 nights this year by April.

And during this time, I've faced random billing issues, house keeping and cleanliness issues. And every time I write to marriott customer service, they forward my email to the hotel and the hotel sweeps it under the carpet by saying, "oops we're sorry, won't happen again"; but nothing really improves or changes. Infact when I go back to the hotel it doesn't even look like the concerned people were notified about the issue.

This feedback model is a very ineffective/poor feed for the continuous improvement process that a guest oriented business like yours should have. And mostly, I'm highly disappointed that inspite of such acute loyalty to the brand & company, I'm treated like a unwanted/unimportant casualty. It is very disheartening.

The following is the details of my last complaint letter to marriott.

"During my last stay from 3/19-3/22 I received very poor service.

The housekeeping staff was terrible. Of all the days the rooms were never

cleaned properly; dirty food plates were left in the room, bathtub was

dirty, one day shampoo was missing, the other day conditioner and body

wash; the last day finally I lost my patience and called the hotel staff

because the bed was so lousily made with dirty comforter and sheets with

yellow and black marks on it.

Cleanliness and hygiene is the PRIME reason I stay with the marriottts so I

don't have to worry about dirty beds, linen etc. It literally grossed me

out.

they threw away the safety cap to my electric toothbrush. That 75$

toothbrush is useless to me now because I cannot take that toothbrush

anywhere without the safety cap on it? Who is liable for the loss?

I was being charged $11.66 twice on 3/19; I didn't order room service thru

my entire stay. I don't usually look at my bills, but if I wouldn't have

noticed, these false charges would simply slide. What is this charge for?

The stay before this, I was charged 3-4different laundry amounts on the

same day; I notified front desk about it and no one has got back to me yet

on that issue?

Why is the billing so shady here? Why does a guest even need to so

diligently look at the bills all the time? can't the hotel be accurate and

honest about their charges?

I travel 15-20 days a month and its stressful to go through all charges on

the bill everytime; but with these events, I feel I should look at all the

past bills now.

I'm highly disappointed! "Desired Settlement: *I have still no clarification on the extra charges posted on my account; I want those charges to be clarified and in future be done more promptly.

*The response from the hotel(which I received 12days later instead of 5days) never addressed the issue of my electric toothbrush loss worth $75. I want that compensated in form of a new brush or $.

*I seek some detailed response for why me as a customer is being treated so poorly at the Marriott; I've already stayed over 90 nights in 2013 by the month of april. Over this long period at the same hotel, I feel like the brand doesn't live up to its name; I'd like some kind of gesture from Marriott that will make me as a guest feel really appreciated and valued.

Business

Response:

The Hotel responded on April 18, 2013. Hotel offered their sincere apologies and informed you that hotel would be taking care of laundry charges, breakfast charges and reimburse $75 for the missing toothbrush cap.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I have not received any $75 credit yet.

Review: On 7/30 @ 7:17 AM I called Marriott to change a reservation. I wanted to use a corporate rate. We do this all the time and I show the ID when we check in. I spoke so someone who I believe her name was Denise. She told me I could not do that I asked to be speak to a manager. She said she can transfer me to customer service then she hung the phone on me. This is the second time I was hung up on by a Marriott employee. I have sent an email the first time and the company gave me 1500 points. That does not resolve the issue and clearly their employees are the rudest nastiest distasteful bunch I have dealt with and I am paying top dollar to use their services.

The first incident was on 7/25 when one of the customer service reps told me I needed God. I received an email from a Susan B[redacted]. I responded to her and she did not respond back.

This is occurring when I call the ###-###-#### customer service line. Which I will never use again.Desired Settlement: I would like for Marriott to provide the answers to the question I need except for their reps hanging the phone on me.

Business

Response:

I spoke with guest on 8/5/2014, apologized again and advised her the hotel was willing to reduce the rate for the first two nights to $197 plus tax each night and accept MRW points for the last two nights. I advised her she needed a total of 70,000 points for the certificate and she advised she did not have that many points. I advised her as a gesture of goodwill for the challenges she encountered that I would be adding 50,000 points to her account she would need to purchase the difference. Guest provided me with her credit card and I ordered the certificate and purchased 6000 points for her account. Guest states she was speechless and didn't know what to say. :::

Review: I am a member of the Marriott Rewards program. I have stayed at many different Marriott hotels. When checking into the [redacted] Marriott on January the 17th, I was told I would receive 10 nights credit for staying there, even though my room was paid for by my business. They were very clear and distinct in this notion. However, only 1 out of my 3 stays has counted towards my elite nights. Why? Because corporate said "No." Even though every front desk employee and their managers said I would earn these credits, corporate said "they were misinformed." Please, do explain why none of your staff is trained. Also explain why I would be offered something by your staff only to have it stripped away from me later. Then I would like an explaination as to why your telephone support is so adamant that I am "out of luck." Could you care less about your customers? I'm finding it hard to justify ever staying at a Marriott again if this is the way you treat people. It's the same practice as changing the price at check-out. That's what you've done. I was offered a guarantee with my stay only to have it taken away by corporate. Shame on you.Desired Settlement: I want my elite night credit brought up to 25. I have received only partial credit for my three stays. And yet I was offered full credit. Fix it.

Business

Response:

Dear **. [redacted]:

We are in receipt of your recent concerns regarding your Marriott Rewards account. Please accept our apologies for any miscommunications you may have received in regards to earning points and elite night credits.

Per the general terms of our program: A Member is eligible to receive Points/Miles for staying at participating Marriott brand hotels or [redacted] hotels for his/her room and up to two additional rooms. At least one of the rooms must be reserved and registered in the Member's name and the Member must pay for all rooms, which payment arrangement must be requested at time of hotel check-in. The Member must also stay in one of the rooms. To ensure Points are automatically posted to the correct Membership Account, the Member's Rewards Program Membership Number must be present on his/her room folio and up to two additional rooms, as applicable.

Simply put, a member is eligible for points and elite night credits if he/she stays and pays their room charges directly to the hotel. In this case, your room and tax was masterbilled to a 3rd party. Therefore, you received point credit for the incidental charges that you paid for directly to the hotel.

We are happy to see that Marriott Rewards has noted your Marriott Rewards account that if you are within 10 nights of achieving Gold Elite, they will upgrade you based on this misunderstanding.

Thank you for your business, we look forward to welcoming you again soon.

Sincerely,

[redacted] / Corporate Liaison

Review: Was supposed to get money back after cancelling wedding. Money was instead sent to father, who was not named on contract.

On September 30 2013 I sent a letter to the Wentworth by the Sea hotel to release my wedding date of April 12, 2014. I did not hear back until Oct. 2, stating that of the $3770 that we had paid at that point, we would be getting back $770. She then asked if we would rather put that money toward another event, or just have it credited back to the card on file. I responded with that we no longer have that card as it expired and was replaced. She simply said on Oct. 9 "expect a check, it will take a couple weeks to process". I waited and waited. Finally almost 3 weeks had gone by so I email to find out what was going on. After waiting for her to look into it after 3 days, I found out on Nov 1 that the check had in fact been sent out on Oct 22, but instead of being sent to me it was sent to my father, [redacted] of [redacted]. Upon asking why I was given an answer simply of "hotel policy I can't adjust addresses on where the checks are cut from .please discuss the with your father.. it is out of my control. We used the address in which the check was out from. I'm sorry I can no longer be of help.". Since this, really the only answer I keep getting involves the same out of my control, nothing I can do, talk to your father. I am very dissatisfied in this because while my father did pay toward the event, I did as well and I was expecting that money back. She has responded that since my father's check (Of $3270) had enough funds to cover the entire $770, they opted to send it to him instead of checking with me, the named on the contract, first. I feel that this is unfair as a consumer and the contract holder as they should have discussed where the check was being sent first, not just assumptions made. When I brought this up to her, she said that if the refund amounts were discussed before hand she may have been able to accommodate this, however because I was never made aware of this policy it never crossed my mind to have been discussed. I feel this is something that should be discussed ESPECIALLY with the person who signed the contract with the company.Desired Settlement: I would like my total amount of $500 that I paid as my deposit returned to me. I was told to expect a refund that was instead sent elsewhere and I deserve to have at least my portion of the money back.

Business

Response:

The hotel issued a $500 check scheduled to be cut on Tuesday, November 26, that will be mailed directly to [redacted]

Review: My wife and I made a reservation to stay at the[redacted] Marriott Harbour Hotel & Suites using my Marriott Rewards points. When we showed up at the hotel, there was construction going on all around the hotel, so much so that our taxi could not even stop in front of the hotel.

We had to walk through construction debris to get to the front door of the hotel. Once we got inside of the hotel we immediately noticed that the lobby was crowded with people waiting for their rooms. We were told by the front desk staff that we would have to wait a few minutes for our room because it was not ready yet. We waited and after about an hour we told them that we no longer wanted to stay there since we were exhausted after our long journey and the wait was unacceptable not to mention the terrible condition of the hotel outside with all of the construction going on. So we left the hotel and stayed at another hotel in [redacted].

The manager said that she would cancel our reservation and that our points would not be touched. Despite these assurances, when we later checked our Marriott Rewards account, 90,000 points had been taken away. Below are the details you need regarding the reservation.

Marriott Rewards No. [redacted] Confirmation Number: [redacted]

Your hotel: [redacted] Marriott Harbour Hotel & Suites

Check-in: Wednesday, July 11, 2012 (03:00 PM)

Check-out: Saturday, July 14, 2012 (12:00 PM)

Guest name: [redacted]

Reward Description 3 Nights, Category 6 Hotel

Reward certificate number: [redacted]

Points 90,000

Total points for stay 90,000

I cannot remember the name of the manager who assured me that my rewards account would not be touched. All that I remember is that she was possibly [redacted].

I would like to be refunded the 90,000 points that were taken from my rewards account, since we did not stay at the hotel and this should be easily verified by contacting the hotel.Desired Settlement: 90,000 points refunded to my Marriott Rewards account No. [redacted]

Business

Response:

From: [redacted]

Sent: Thursday, April 04, 2013 10:30 AM

To: [redacted]

Subject: [redacted] Marriott - Marriott Reward Points Reversal

Review: Marriott charged my account without authorization for a stay 3 weeks ahead of time. While I cancelled the reservation within 2-3 hours of making it, they insist on making me wait days for the credit. On two separate occasions my calls were disconnected while trying to resolve this issue.Desired Settlement: Refund me immediately. If you can charge my account immediately, you can credit it immediately as well. Stop disconnecting calls to customer service.

Business

Response:

I called and reponded to the guest. I will be working with him to make sure the money was refunded on his original reservation, and have credited his Marriott Rewards account with 30,000 Marriott Rewards points as a gesture of goodwill.

Thank you,

Corporate Liaison

Consumer

Response:

[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.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Review: On Friday, May 23rd my wife and I stayed at a Marriott in [redacted], confirmation [redacted], and did not have a good experience. I opted to first contact Marriott's central customer service and not the hotel directly. After first being transferred to reservations (wrong person), I then was send to customer service and spoke to '[redacted].' In a calm m[redacted]er I began to explain my concerns. He then asked for my confirmation number, which I did not have written down. I fully explained to him that I was on my cell phone and I was going to momentarily put him on speaker from my cell phone so I could open my email and provide it to him. [redacted] immediately became combatitive and very unprofessional saying this was 'a private conversation' and he did 'not want to be put on speaker phone.' I once again explained we would keep this a private conversation but in order for me to give him the information required I would need to temporarily put him on speaker so I could provide the confirmation number. He insisted this was not acceptable and asked for my phone number becasue he did not 'trust this call.' I gave my cell phone number, and he in turn hung up.

I then called back and spoke with another associate to first relay my past experience, and she relayed this was NOT protocol and should have never happened. Combining that along with the nature of my call (relaying my concerns of our experience at the hotel we stayed at on Friday), I was immediately put off by not only how customer service agents at Marriott treat their customers but seem to have no desire to help them. When I asked to submit a complaint about this experience to the 2nd agent she explained there was nothing she could do but put this 'on file' for the future. Since I had no agent number--because he hung up--they really had nothing to help me with. So furthermore this agent could do absolutely nothing nor could she escalate the issue, so the poor encounter was moreless dead. My wife and I, along with our pets, chose this Marriott because we had to make a last minute reservation to return home for the passing of my grandmother. The poor experience at the hotel along with the agent '[redacted]' has left me never again wanting to stat at a Marriott or any of their affilated hotels.Desired Settlement: I am requesting a full refund of our stay at the [redacted] Marriott ([redacted]) on 23May. I understand the individual Marriott is the only one who can provide this, but hopefully Marriott International HQ will see the totality of this problem and acknowledge it is not how customer service agents should be trying to help their customers.

Business

Response:

Fwd: Issue [redacted]

Review: We were charged $301.08 on 7/24 for a night stay at the [redacted] on 7/16/2014 in which we did not stay there. Nobody can help me at the [redacted] to get a refund and the # they give me I cannot get through to. I have sat on hold 7 xs over the last week and a half now for up to 35 minutes!!! Today is August 5,2014. This is ridiculous! They debited our cc which they had no authority to do and cannot be reached to correct it! One would think a hotel such as this one would have much better customer service. Obviously they do not care about their customer and only about taking money that does not belong to them! I am on hold this very minute and it has been 18 minutes so far. let's make this call #8!!!!

Product_Or_Service: hotel roomDesired Settlement: DesiredSettlementID: Refund

I want a refund of $301.08 and a credit of some sort for the extensive amount of time I have spent on this.

Business

Response:

Dear [redacted]:

We are in receipt of your Better Business Complaint.

Unfortunately, we are unable to identify which Marriott, if any, may have charged you. Does your charge show an actual location or specific name of the hotel? If it does, we would be happy to review this further for you.

We would also suggest you dispute this unauthorized charge through your bank for futher investigation and to identify the actual merchant.

Sincerely,

Michelle L[redacted] / Corporate Liaison / ###-###-####

Consumer

Response:

Revdex.com of Metro Washington DC

Aug 19

to me

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Sat, Aug 16, 2014 at 10:37 AM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

I reject their response. It was charged, as I stated, by the [redacted] Resort in [redacted], TN. They said they would credit it back two weeks ago and I have not received it yet. Certainly if they can identify it than so can the coorporate office.

Sent from my [redacted] Phone

Review: On 8/31/2014, I bought a travel package and on 9/3/2014 I attempted to firstchange and subsequently cancel said travel package.

9/3/2014

Vacations by Marriot

Consumer Complaint Division

Re: [redacted] On 8/31/2014, I bought a travel package and on 9/3/2014 I attempted to change and subsequently cancel said travel package as the service provided was inadequate for my needs because it did not provide access to the desired park. I am disappointed because the policy for the service does not allow for a change or cancellation after a 24 hour window which I find to be unnecessarily short and the price of the package far exceeds similar packages that give access to the [redacted] park in addition to hotel and shuttle services plus the added bonus of having the ability to change or a cancel a reservation within a larger span of time. I also did not receive an emailed copy of my tickets so which is not in line with service that I've received at any other agency for booking travel services.

To resolve the problem, I would appreciate your enacting a change in the overbearing policy that forces individuals who made the mistake of not properly planning their vacations for whatever reason the chance to cancel overpriced trips and actually state in bold red letters that you do not allow for any changes after a 24 hour period. This would mean that those families who only get one vacation every few years the and make the mistake of choosing your company at the last minute would actually be able to avoid the hassle of having to deal with your customer service which consequently is slow, I today waited 20 minutes only to find out that I could not be helped. Enclosed are copies of my records including my receipt. If possible I would very much appreciate a full cancellation with refund for the travel package we bought through you, despite being very aware of your policy of refusing to refund anything after the 24 hour window has passed although an actual change in the policy would be better.Desired Settlement: A change in a policy that is unflexible to consumers and the possibility of a cancellation and refund for the service.

Business

Response:

Dear [redacted]:

Review: During my previous stay at the Marriot Northwest [redacted] location the toilet overflowed and I contacted the front desk. The representative stated that she could send down some towels and a plunger or move us to another room it was the middle of the night so we stayed in the room because we felt that the plunger would do the trick. However the next day the toilet overflowed again and when I checked the bathroom I fell. I called the front desk and requested to change the room and I told the representative that I fell and she sent an investigator. He was very helpful and concerned. We moved to the room upstairs after my husband returned because no one from the hotel helped me with my things to my new room upstairs. That night I noticed that I was charged three times from the Marriott when I had already prepaid via [redacted]. I called the office and spoke to [redacted] the Manager and she stated that she would contact accounting and have them reverse all of the charges. The next day I contacted my card company and was told that the money would not return to my card until the transaction posted or it would automatically return after ten days. We are in the middle of relocating to Georgia and we have spent so much money moving from Arizona to Georgia we are struggling financially and so with the four hundred dollars in limbo, [redacted] informs me that she has done everything that can and that she has checked us out. I am floored because here I am injured, they have four hundred dollars of my money tied up and they state that they have done everything that they could do. They money has not returned and we are currently sleeping on the floor in the dining area of a friend's house with a bad knee. They currently reside on the second level in an apartment complex. I am in pain everyday. I contacted the corporate office and was told that there is nothing that the hotel could do. With all of the rooms that the hotel has they could have found a place for my children and I to stay.

Product_Or_Service: Hotel StayDesired Settlement: DesiredSettlementID: Refund

I want a refund of all monies and this includes the monies that I spent to rent the room for the night through [redacted]. I want a formal apology and I want the hotel and its Manager to learn how to show some genuine concern for occupants and to fix their accounting issues. Travelers look for a place to rest their head and not worry about whether or not they will be overcharged. Get a Heart Marriott!

Business

Response:

-From: [redacted] [mailto:[redacted]]

Sent: Tuesday, November 26, 2013 1:46 PM

To: [redacted]

Subject: **. [redacted]'s office

Hello **. [redacted],

**. [redacted] has requested I respond on his behalf. Thank you brining your concerns to my attention. My apologies for any inconvenience the situation has caused.

I have researched the hold of $400 on your credit card and [redacted] is correct, that due to US banking rules, we are not the card holder and the bank will not release any funds because of this fact. Additionally, I have researched the hold and we are not holding any funds and whatever we were holding has been released. If you have something to the contrary I would like to see it so I can research it and assist in any way possible to rectify the situation.

Finally, if you can provide me with the amount you paid to [redacted] I would be happy to refund you.

The address I have is –

Once again I apologize for any inconvenience and I look forward to hearing from you.

Warmly,

General Manager

[redacted] MARRIOTT NORTHWEST

200 Interstate North Parkway SE, Atlanta, Georgia 30339 t — ###-###-#### f — ###-###-####

Review: My boyfriend & I stayed at the Marriott [redacted], on Feb 23 til the 26. We cleaned the room, spotless. Paid for the room and left, well a couple days after we left, we noticed a $21/day fee from the hotel and we called and asked about it. It was a daily security deposit, they said it would be put back in his account that week. Well, here we are a month later and the money still isn't back in his account and they are blaming his bank, that his bank won't authorize Marriott to put the money back in his account and Marriott has to fax his back paperwork to get permission to put the money back in his account?? He has been fighting with Marriott to get HIS money back.My question/problem is, how many people never notice this extra $21/day fee taken from their account or get sick of fighting this battle and just let the Marriott keep the money. I cleaned that room spotless. I cleaned the bathroom and striped the bed, and the kitchen. Put all the linen in the laundry basket. If I had known, I would have left it a mess.

Product_Or_Service: Stay at a holet

Account_Number: [redacted] used hisDesired Settlement: DesiredSettlementID: Refund

I would like our daily security deposit refunded to my boyfriend's bank account. As they keep telling him they will do but haven't done yet. How can they get away with "stealing" this money from people. How many people have they ripped off by doing this?

Business

Response:

From: [redacted]

Sent: Monday, April 15, 2013 9:57 AM

To: [redacted]

Cc[redacted]

Subject:

We would love to help you with this issue and I apologize for any inconvenience. If you can get me the bank name and telephone number I can contact them to see if they once have spoken to me can get them to release the hold on the funds. The hotel released the authorization on Febraury 26, 2013 and only have actually charged you $400.33.

I did call the two numbers we have to help you with this matter. If you are unable to reach me or the GM [redacted] at the hotel at [redacted]. Please feel free to call me on my cell phone at [redacted] at a time that is convenient for you.

Thank you.

Add life to longer stays!

[redacted] by Marriott

Front Office Manager/Group Sales

Hotel also states as seen below that they have called the guest twice but they have not heard back from the guest.

From: [redacted]

Sent: Tuesday, April 16, 2013 12:30 PM

To: [redacted]

Cc: TPS Gilford NH GM (F)

Subject: RE: Marriott Customer Care Issue - [redacted]

I have called her twice now and sent the email I cc you on and have not heard back from her as of yet.

Consumer

Response:

From: [redacted]

Date: Mon, Apr 22, 2013 at 5:48 PM

Subject: RE: You have a new message from the Revdex.com of Metro Washington

DC & Eastern Pennsylvania in regards to your complaint [redacted]

To: [redacted]

Between the time I sent the orginal complaint (which I was told could

) and getting phone call,

the bank had already put the money into my boyfriends back account and

had him file a complaint with the fraud department. They said once

the complaint was filed he didn't have to worry about it any further,

they would handle it from there.

I can't figure out how to reply to Complaint message..

It really is a beautiful hotel, but I will never stay at a Marriott again..

__________________________________________________

[redacted] | Operations Supervisor

Dear [redacted]

This message is in regard to your complaint submitted on 3/27/2013

12:00:00 AM against Marriott Corporation. Your complaint was

Check fields!

Write a review of Marriott Corporation

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Marriott Corporation Rating

Overall satisfaction rating

Description: Hotels

Address: 630 Assembly St, Columbia, South Carolina, United States, 29201-4029

Phone:

Show more...

Web:

This website was reported to be associated with Marriott Corporation.



Add contact information for Marriott Corporation

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated