Business Profile

Hotels

Marriott International, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotels.

Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 20 complaints handled through our conciliation process.

Complaints

Name: Marriott International, Inc.
Address: 7750 Wisconsin Ave, Bethesda, MD, 20814-3522, USA
Telephone: (301) 380-3000

This profile includes complaints for Marriott International, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

3,095 total complaints in the last 3 years.
1,081 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:01/04/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have booked hotel for my 1/9/2023 trip via Marriott website at 5pm 12/17/2022; prepaid for a room at Courtyard El Cajon with "Member Rate Prepay Non-refundable Non-changeable, prepay in full, non-refundable if cancelled more than 1 day after booking, no changes, see Rate details" stated on the website. The "Rate details" on the website as well as confirmation emails shows below Rate Details & Cancellation Policy •To ensure that you receive this special rate, we will charge your credit card a prepayment of 136.64 USD. •Please note that only credit card prepayments are accepted. •Changes to your reservation are not permitted. Please note that you may cancel your reservation for no charge before 11:59 PM local hotel time on Monday, December 19, 2022. Please note we will assess a fee if you must cancel after this deadline. •After this time, please note that your prepayment for this special rate is non-refundable. •Travel agents: please note that this rate is commissionable. •Your current rate may be available if your modified reservation still includes: A reservation made 7 day(s) before your expected arrival. •Please note that a change in the length or dates of your reservation may result in a rate change. This clearly stated the I can cancel my reservation for no charge before Dec 19. However, I did need to cancel it on Dec 18 after we have to change our travel plan, but the hotel management refused to refund me.
Business Response
Date: 01/18/2023
Refund was provided as requested on December 28, 2022. Receipt is attached.
- *************************, Liaison, Marriott's Office of Consumer Affairs
Customer Answer
Date: 01/25/2023
[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
Date:01/03/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**** Signature/Marriott Bonvoy continues to send marketing mailings to my home address, despite multiple phone calls for them to cease communication.
Business Response
Date: 01/17/2023
Marriott's ****** of ******** Affairs have been in touch with the Guest. Although we was unable to meet the Guest's request for no communication. The information that the guest provided does not reflect her name or information.

*********************, Corporate Liaison, Marriott's ****** of ******** Affairs
Customer Answer
Date: 01/19/2023
[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:
As explained in a prior email, the addressee (*******************************) does not live at the address. He resides in an assisted care facility. I am his ***** of ********* I have the authority to make decisions about the mail on his behalf. NEVER has my do not mail request been as complicated as Marriott has made it. So again, remove the address of ******************************************************************* from Marriotts mailings.

Regards,

***********************

Business Response
Date: 02/12/2023
Marriott's ****** of ******** Affairs have been in touch with the Guest. We were able to accommodate the request.

*********************, Corporate Liaison, Marriott's ****** of ******** Affairs"
Initial Complaint
Date:01/03/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Dec 29, 2022, I and my boyfriend ********************* booked a room at TownePlace Suites by Marriott in West Ashley, Charleston, SC. The room claimed to be pet friendly, it had two queen beds also for my 13 yr old son and our dog. The price was $129, with taxes a total of $147.06. Check in time was supposed to be 3pm on Thursday Dec 29, 2022. The account order tracking number was **************.We arrived from out of state after being caught in traffic for hours later than we had planned around 8pm. Even though they promised the room would be ready by 3pm, it was still not ready at 8pm. Then when we went to check in they told us there was an additional $100, non-refundable pet deposit. Nowhere on their website di it disclose this extra fee. The Marriott website advertises pet friendly rooms for $129. We never would have booked the room if they had disclosed the extra $100 pet deposit fee. I booked through ***********, and made sure to by the extra $3 insurance plan which claimed to offer a full trip protection plan, if for any reason we needed to cancel, a full refund would be offered. When we got there at 8pm and the room was still not ready and they let us know there would be an extra $100 pet fee we said that's ridiculous, false and misleading advertising, fraudulent, & we wanted a full refund. They said because I booked through *********** I would have to take it up with them. I then spent the next 45min on the phone with a *********** customer service representative. At first he said I would not get any refund. Then as I pleaded my case with mush effort, he said he would be able to give us a half refund of $73.53.I booked with *********** because they claimed I would save $15 using their service. At the end of the day, Marriott TowneSuites/ *********** stole $73 from us. Actually they ve tied up the $147.06 for the next 15 days. in 15 days we will have the $73 returned.I will never patronize Marriott hotels or use travelocity services again!
Business Response
Date: 02/15/2023
- GM followed up with guest to let them know that they had released the funds and contacted ***********
- *************************, Marriott Corporate Office of Consumer Affairs, Corporate Liaison
Customer Answer
Date: 02/19/2023
[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
Date:12/31/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My complaint may seem trivial as I am not a high level Bonvoy member yet it is important to me. I have been a Bonvoy member for 15+ years and admittedly, have not used it much. This account is in my maiden name. With Covid redirections lifted, we decided to get a new Bonvoy Marriott ***** credit card with the incentive of 100,000 points on my Bonvoy account, once $6000 was spent. This card was opened approximately 3 months ago. I have spent and paid more than double the requested amount and have not seen my points. My married name does not match my old Bonvoy account. So therefore I’d assume they gave me a new account. They have not. I did call the ***** customer service line on the back of my ********* Marriott credit card and they refused to help. He refused to help without verifying an old email which I did not have. He was fixated on my old account. He refused to give any information about my new credit I had in my hand or my Bonvoy points. I tried emailing Bonvoy not only my ID yet also my marriage certificate from 6 years ago and he refused to help. Told me I had to call customer service on the credit card. They are not on the same page and punt customers back and forth. Mind you I have one Marriott trip booked and was pending another and now thinking we need to cancel this card. I need a live person to help find my Bonvoy account. This service did not allow me to add the details of this complaint unfortunately. So I am attaching emails
Business Response
Date: 01/16/2023
Marriott's Corporate Office of Consumer Affairs spoke with guest who confirmed name was update. Guest was requested to contact credit card company to get additional information and have not received a response back on attempts for follow-up from guest. Marriott's Corporate Office of Consumer Affairs closing case pending additional response back from guest.

Rob T******
Corporate Liaison, Corporate Office of Consumer Affairs
Initial Complaint
Date:12/29/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dec 22-26 my family and I stayed at Delta by Marriott in Woodbridge, NJ. It was an absolute nightmare. Our PREPAID reservation, the same reservation that I received a text about a few hours earlier in the day stating that our “room was now ready”, was mysteriously no longer in their system. The front desk clerk said he had the same room available and would give us that. I was told $1637.40 would be the charge upfront in order to get into that room and was told to speak to the manager in the morning about the “mixup” even though I had proof that the room was already paid for, emails from Delta Marriott, texts from Delta Marriott and a bank statement proving it was indeed prepaid for. Upon speaking to the “manager” in the morning, I was given multiple narratives as to why that reservation was no longer in the system. I was given the keys to the Governors Suite and right away when we walked in we noticed how cold the room was. We originally booked the Governors Suite on 12/9 so our family would be comfortable. Our room temp. would not rise above 62 degrees. It was quite obvious the heat was not functioning correctly. We made numerous calls to the front desk. Five to be exact. Five within two hours. We were told someone would come to the room and check out the system. Someone finally did four hours later. Their solution,raise the thermostat in the bedroom to 90 and the living room will warm up since the heat is broken in that room. That is insane! How can anyone sleep in a 90 degree bedroom?The following day, after demanding another room we were finally given one. A SMALLER ROOM! but I was still being charged for a 500 sq ft Governor’s Suite. We are now in a smaller room & again having similar heating issues, a cracked tub, pull out bed with a mattress duct taped together with no bed linens.We all slept with layers on for 3 nights! I was charged more than what was quoted for the price of a room per night on 12/9. I was charged incorrectly & overcharged & unauthorized
Business Response
Date: 01/11/2023
Marriott's Office of Consumer Affairs and the Hotel's General Manager have been in touch with the Guest. The guest made 2 reservations on 2 different third party sites ******.com and *********.com. The guest first reservation through ******.com was "pay at hotel". The second reservation that was booked on *********.com was a "pay at the time of booking". When the guest arrived the guest was charged for the ******.com reservation in accordance with the reservation terms. The front office manager called priceline for the guest asking them to refund her for the ********* reservation. It will be up to ********* how long the refund process may take. The guest was also given Bonvoy points for the service issues.

Arie M****, Corporate Liaison, Marriott's Office of Consumer Affairs
Customer Answer
Date: 01/12/2023
[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:

Regards,

*******************
First, Marriott’s Office of Consumer Affairs responded to an Instagram message advising me reach out to the management of the hotel directly with any concerns since this was a franchise location and they were unable to assist me. Second, I did not make two reservations with any third party company. I made one reservation and I provided documentation of that to the hotel. My complaint with the hotel and with BBB is the exact what I wrote in my complaint and what I have been having to repeat, the condition of our room. I was given the keys to the Governors Suite and right away when we walked in we noticed how cold the room was. We originally booked the Governors Suite on 12/9 so our family would be comfortable. Our room temp. would not rise above 62 degrees. It was quite obvious the heat was not functioning correctly. We made numerous calls to the front desk. Five to be exact. 5 within 2 hours. We were told someone would come to the room and check out the system. Someone finally did four hours later. Their solution, raise the thermostat in the bedroom to 90 and the living room will warm up since the heat is broken in that room. That is insane! How can anyone sleep in a 90 degree bedroom The following day, after demanding another room we were finally given one. A SMALLER ROOM! Yet I was still being charged for a 500 sq ft Governor's Suite. We are now in a smaller room & again having similar heating issues, a cracked tub, pull out bed with a mattress duct taped together with no bed linens. Four nights in a hotel room with no heat. Your points gives me a half of a nights stay… not anywhere close to the $1233.38 that I was charged. That is unacceptable!
Business Response
Date: 01/25/2023
The guest made 2 reservations on 2 different third party sites hotels.com and priceline.com. The guest was charged for the rooms that she agreed to stay in. As a goodwill gesture the front office manager requested ********* to refund the guest for the second reservation she made which was through Priceline. Since the guest paid ********* directly and not the hotel, it will be up to ********* how long the refund process may take. The General Manager has also given Bonvoy points for the service issues. Our office considers this matter closed and no further compensation will be offered.

Arie M****, Corporate Liaison, Marriott's Office of Consumer Affairs
Customer Answer
Date: 02/07/2023
[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: Once again, I am not disputing the reservation. I do not want any type of compensation. I have accomplished letting consumers be aware of how awful this particular Marriott location is, how unprofessional the staff is and to open their eyes to see what a disgraceful business Marriott International, Inc. is. There are hundreds of complaints agains this business. Do yourself a favor and do your due diligence before booking a hotel stay with this company.
Regards,

*******************
Initial Complaint
Date:12/27/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cannot get an email receipt by this property or Marriott that I need for an expense report. This property manager, *******, has ignored calling me back and sending the receipt, per the request of Marriott corporate and myself. I need a receipt for my cancelled stay for 12/14. Mh reservation number was ********.
Business Response
Date: 02/03/2023
Marriott's Corporate Office of Consumer Affairs emailed receipt to guest as requested.

Rob T******
Corporate Liaison, Corporate Office of Consumer Affairs
Initial Complaint
Date:12/27/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The front desk clerks (most of them) have an attitude problem and only like to help Ambassador level customers. While staying at the location, there was no room services until the last day when they decided to leave 10 towels and clean the room. No funny having a stinky room for three days and no clean towels. The deposit was taken the front desk clerk cant even add, she claimed $26 per day but we got charged $60, that is $20 per day and she would continue to argue. If you can not add, don't add, just say it is for incidentals. The hotel van parks in front of the hotel blocking the handicap parking, there are other spaces to park in to make it easier for a disability person to park. See the photos posted. The bathrooms are really small, the door opens inward and blocks the toilet and shower. You have to go into. the room, close the door to use the room. Getting out of the tub/shower has very limited space to step down from making it difficult to get out of the shower. The so called night stands are so small that once you put your tablet down there is hardly any room for anything else to go there. The doors are not sealed very well and you can see the light through them, get cold air and hear the noise of others traveling down the corridor. Seriously what does it take to simply put a seal on an old door or just simply replace it with a properly working door? Then the manager refused to address the issue claiming he reviewed the video and found the customer at fault, lol, instead of trying to correct the matter. When asked for a 1st floor room for accommodation for disability they gave us a higher floor instead. But when an Ambassador member asked for a specific room it was ok to move other guests not checked in to arrange rooms for him. Thats a bit prejudice, it is ok to get more perks but ADA has laws to follow to accommodate the disabled person. This location has over 600 reviews and several hundred speak of these issues. I would not recommend this location or any of the companies locations there are. plenty of other hotels. in Santa Fe that are much better, pricing is lower and high there is nothing special about the pricing at this. location. ADA: We asked for first floor room as to accommodate our disabilities, my girlfriend has one leg that she cannot walk on for along period of time. Instead the clerk gave us a room on the second floor with a climb to get to the elevator and no access shower, it was a tub enclosure. They never provided room services either or a parking spot close up. The hotel van blocked the access to the ramp spot in front of the entrance. I have pictures to support this claim. The hotel would not provide towels to shower and dry with, and never cleaned the room for three days. I would like my points refunded for the stay
Business Response
Date: 01/06/2023
Marriott’s Corporate Office of Consumer Affairs and the hotel’s leadership have communicated with the guest. The guest was offered the choice of a refund of one night or Marriott Bonvoy bonus points. The guest accepted Marriott Bonvoy bonus points. Sharon S., Corporate Liaison, Marriott’s Corporate Office of Consumer Affairs
Initial Complaint
Date:12/26/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a reservation for the Pleasant Prairie Fairfield inn and suites in November for 12/24/22. We arrived at the hotel at 11;45 on 12/24/22. The desk was not staffed but a sign indicated they were helping a guest. I called Marriott at 12:05 am and waited till 12:40 to be assisted. No one was back at the desk. After a 20 minute call, the operator from the call center could not reach anyone and the hotel still has no staff. We then left at 1:55am. We had to book another room at spring hill suites for $155.
Business Response
Date: 01/12/2023
Marriott's Corporate Office of Consumer Affairs has further mediated on the guest's behalf with hotel leadership. Guest was reimbursed for cost of room at alternate hotel.

Rob T******- Corporate Liaison, Corporate Office of Consumer Affairs Tell us why here...
Customer Answer
Date: 01/15/2023
[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
Date:12/24/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have contacted Marriott/Ambassador services multiple times between 12.07.22 - 12.15.22 concerning this matter and have had no clear resolution: I stayed at the Marriott Residence Inn Downtown Little Rock 09.21.22 - 09.30.22. The hotel charged me significantly more than a coworker who was staying in the hotel for the same dates. Granted the room types were different (1 bedroom vs studio), however, no one has been able to explain to me why there is a $150/night difference between us. As in I paid as much as $291 a night and my coworker paid $152 a night. For a Marriott Residence Inn, this is quite peculiar. Also, and most concerning, I booked a “package” that included a $25 grocery gift card, which I never received. I have not received an answer from Marriott whether that grocery gift card was to be given to me daily, or if it was a one time per stay type of thing. The hotel manager did email me and offer a $25+ tax refund, which answered none of my questions related to this stay. It was not my intention to book a package as I was traveling for work, which is why I did not inquire about the grocery gift card “package” during my visit. This was recently brought to my attention by my company when my expenses were being reviewed for this trip. I travel for work, I live out of hotels 300+ days a year. I am fully aware and understand that hotel rates fluctuate throughout the year, contingent on multiple factors. What I do not understand is why I am unable to get an answer to my concerns. I truly feel that this particular Marriott Residence Inn is dishonest in their practices by offering nonexistent grocery gift card “packages” to their guests and charging ridiculous rates. The fact that I have not heard a response from them concerning the matter speaks volumes.
Business Response
Date: 01/12/2023
Marriott's Office of Consumer Affairs and the Hotel's Assistant General Manager have been in touch with the Guest. The Guest's request for a full refund has been offered, and the guest accepted.

Wanda B****, Corporate Liaison, Marriott's Office of Consumer Affairs.
Customer Answer
Date: 01/22/2023
[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
Date:12/23/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I stayed at this hotel location for one night checking in on June 3rd through the morning of June 4th. I booked my stay through ********* for my stay in advance. I checked in and was told to swipe my card in case of any damage to the room during my stay. I check out the next morning and was told to swipe my card again I assumed this was to release any hold on my card for my stay. I am then giving a receipt for 198.97 which I have attached. the issue is instead of crediting ********* which it shows on the receipt they pulled the money from my bank account so I was billed twice for the same stay for two different amounts. I noticed while on vacation so i called them up and spoke with the Assistant DM first Jodi T********* she said to give her a few days to look into it, she called me back and she was unable to see my debit card in their system that I swiped during my stay. she said she would have to talk to ********* and their CC processor and their IT to see if they can figure out what happened. after waiting a few more days she came back and said that they can see the charge but dont see my card in their system so they do not have a way at that time to refund me the money, but they were still going to look into it. I continued to email her through the next few weeks and months and essentially got the same answer every time. I have also attached the multiple emails sent to her and ************************* on this matter. Right before thanksgiving i reached out to ************************* the DM of the hotel to see if she can resolve this and she said she called me back and said she understood my frustration and tried to refund it to my card and it would not allow her to do so since my card was not in the system she was going to see what she could do and to give her a few days to figure it out. I sent her copies of the charge coming out from my bank account and so on. Yet i am told nothing can be done essentially. Please assist in resolving this matter. thank you.
Business Response
Date: 01/03/2023
Consumer was refunded on December 22nd, a day before this complaint was processed.
Customer Answer
Date: 01/03/2023
[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,

*********************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Marriott International, Inc. is NOT a BBB Accredited Business.