Complaints

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

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  Marriott International, Inc.

  7750 Wisconsin Ave Bethesda, MD 20814-3522

• 

  Marriott International, Inc.

  4480 Lewis Rd Harrisburg, PA 17111-2540

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  Marriott International, Inc.

  70 Hardwood Dr Lewisburg, PA 17837

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  Marriott International, Inc.

  1533 Clarendon Blvd Arlington, VA 22209-2701

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  Marriott International, Inc.

  15 Capital Dr Harrisburg, PA 17110-9446

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:12/16/2022

  Type:Customer Service 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 booked a room on ********* for two days . On the ********* website the hotel had a 8.9 rating. I went on ****** to give my husband the address and when i looked on ****** the rating was 2 stars. I stated the hotel was behind a gas station. And the reviews where not good. I went back to ********* and canceled the hotel. I was given the run around for days and weeks. No refund was ever given. As a matter of fact i was listed as a no show, i was so many emails complaining about this matter . And till this day i still have not been refunded my money. I was charged $419 and i need my money back.

  Business Response

  Date: 01/18/2023

  - Hotel never received the cancelation from ********* so they would not be refunding the reservation
  - Brenda B*****, Marriott Corporate Office of Consumer Affairs, Corporate Liaison 

• Initial Complaint

  Date:12/16/2022

  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.

  We checked in to the hotel early Friday 11/11/2022 after a 12 hour drive from Decatur, IL. Once we put our bags in the room, we went downstairs to eat breakfast but the restaurant was closed so went for breakfast. We returned to our room, showered and went to sleep for about 4 hours cause we were so tired and we had service to go to that night.. We left hotel around 5pm to get dinner before going to the church service Returned to our room around 10:30, talked for a minutes and to sleep. Saturday, 11/12/2022 As we were getting ready to leave my friend noticed something on the mattress cause the sheet had pulled up. It was a large brown spot. So I checked the rest of the mattress and there was another large spot on the other side. Checked the other bed mattress it had brown spots as well. Took pictures, showed them to the front desk. They apologized and said they will put us in another room when we return from our outing and compensate us. Well when we returned a different staff person was at the front desk and told us we couldn't change rooms because all the double rooms were sold out but they will have a room for us in the morning and offered us a free breakfast for the next morning. We're upset, so we returned to our room to sleep. Sunday, 12/13 We got up early to prepare to move to a different room and went down to eat breakfast. We figured our room should be ready by the time we finished. I asked the front desk staff did they have our room ready they said no and wasnt sure what time. The front desk was not as nice as the day before when we showed them the pictures of the mattress.. We had plans for the day and would be out for the majority of the day. So we was not sure what to do. We kept calling to the front and then my friend went to tell the frond desk clerk there were rooms ready on our floor. Around noon we finally was moved to a different room. We should at least be refunded for 2 nights but these mattress was are a health hazard.

  Business Response

  Date: 01/19/2023

  Marriott’s Office of Consumer Affairs has been in touch with the guest. The guest had previously spoken to one of our agents who offered points.  The guest accepted the offer.  
  
  Emilio Morales, Corporate Liaison, Marriott’s Office of Consumer Affairs

  Customer Answer

  Date: 01/24/2023

  [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

  Date:12/16/2022

  Type:Customer Service 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 family and I booked a room reservation with this hotel for June 24-26, 2022. The room assigned was (#***). We expected to have a relaxing and comfortable stay during our entire time, but this did not occur. Early Sunday morning, we were awakened by loud instruments playing, horns and beating drums that vibrated the floor and windows. When I contacted the Front Desk Manager, *****, she informed me that there was a live "CHURCH BAND" playing directly underneath our room and they had a right to be there. She never offered any constellation, instead she was rude and unprofessional. This complaint was reported to both the hotel manager and Corporate office, all attempts were unsuccessful. Loud music and instruments being played by a "live band" was extremely disturbing, particularly when being suddenly awakened. It was not what we or any reasonable person would expect to hear at this magnitude underneath your hotel room at any hour. Marriott promotes that a guest will enjoy a leisurable experience. What occurred during our stay "clearly" was not a leisurable experience by anyone's interpretation. We've booked with various Marriott Hotel chains on several occasions in the past, even during the pandemic, and have always had a comfortable leisurable and pleasant experience. The Marriott brand, standards, and promise to its customers are the reasons why we chose Marriott for our preferred hotel accommodation. We expected, deserved, and were entitled to a leisurable relaxing experience throughout our entire stay. The Courtyard by Marriott Hotel, Grand Prairie, did not deliver satisfactory service that it advertises nor what was expected and refuses to offer any restitution towards this incident. I am requesting that Marriott accept accountability for what occurred, given our dissatisfaction, inconvenience, and highly uncomfortable experience, grant a refund. The total hotel room charge was $268.94 for the two nights, and $134.47 is the amount for the one night's stay.

  Business Response

  Date: 12/17/2022

  Marriott's Corporate Office of Consumer Affairs has mediated on behalf of guest with hotel leadership. GM has discussed with the guest how quiet times of hotel were not violated. Both OCA and the GM have responded to the guest a few times explaining the final resolution is an apology however no compensation will be granted. We consider this case closed.
  
  - Gregory “Greg” M*****, Sr. Liaison, Marriott's Corporate Office of Consumer Affairs

  Customer Answer

  Date: 12/20/2022

  [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: A hotel has a duty of care to provide its hotel guest with a right to be reasonably comfortable. This hotel breached this duty of care. The hotel's advertisement is misleading and deceptive, because it advertises comfort and relaxation experience. It is neither relaxing or comfortable to be awaken from sleep by LOUD HORNS and DRUMS BEATING so loud that the windows and floor trembled. This hotel needs to advertise that a LIVE BAND plays in its hotel underneath ROOM **** and that GUESTS WILL BE DISTURBED EARLY SUNDAY morning and will not enjoy or have peace prior to checkout at 12 Noon. This complaint was not addressed or resolved by MANAGEMENT. IT IS ONGOING and the CEO Anthony C******, refuses to respond. A REFUND IS REQUESTED FOR SUNDAY'S STAY.
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:12/12/2022

  Type:Customer Service 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 handset on the phone didn't work. The only way to communicate with the front desk was bending over and speaking and listening through the speaker phone, which was very very low volume--you could barely hear. When I returned from dinner it was cold so I turned the heat on. It wasn't getting warmer, it was getting colder. And it was getting colder because it was blowing out cold air. When I called, the person at the front desk basically shrugged. No offer of a blanket or a space heater or anything. I told them that this is unacceptable and I'm not paying. Next, the "blankets" on the bed and the spare were barely thicker than a *******. I called again in the morning, still freezing cold, and was told that there still wasn't anyone to fix the phone or the heater and that I should keep trying. I told them, again, that I wasn't paying. Then I showered, packed and left. I called and emailed several times about my awful experience. 3 days later, someone named Giovanti finally got back to me saying that he was "sorry to hear you experienced a less than amazing stay at our beautiful Capitola location" and asked when we could "talk more about it." I responded that we didn't need to talk about it. I had already explained what happened in my email and I wanted my card credited back. 2 days later, Derek, the GM finally responded and informed me "Our ***** telephone handsets have a ON/OFF button that must be pressed if one does not use the speaker phone option." (What?) THEN, as if that wasn't insulting enough, he wrote, "The room thermostat also has buttons to increase or reduce the desired room temperature" as if I am an idiot that doesn't know how to operate a thermostat. Giovanti then informed me that they were awarding me with 3,000 BonVoy points which amounts to about $20 which are only redeemable at Marriott locations. I told him that was unacceptable and I wanted my card credited back. That's when he pretended like we lost our phone connection and hung up on me.

  Business Response

  Date: 12/23/2022

  Marriott's Office of Consumer Affairs and the Hotel's General Manager have been in touch with the Guest. Although the Hotel was unable to meet the Guest's request for a full refund, Marriott's Office of Consumer Affairs has awarded the guest Marriott Bonvoy points and the guest has accepted this offer.
  Alexa P*****, Corporate Liaison, Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 12/28/2022

  [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:

  The general manager of the Capitola location is lying.

  The heater did not work. In fact, it only blew cold air into the room making it colder.

  The "blankets" were paper thin.

  If the problem with the phone was that the handset was turned off, why was it turned off? 

  On top of all that I was, and am still, being treated very rudely by their GM, **********************

  Regards,
  
  ***********************

• Initial Complaint

  Date:12/12/2022

  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.

  I stayed at Towneplace Suites Dublin from 10/19-10/27/22, reserving a room months in advance to ensure my child had a place to recover after surgery. I was so worried that I would not have an issue. For our stay in Dublin, I had issues with the internet, the food, and the reservation. I could not get logged into the free internet for about 15 hours, so the nice woman at the front desk helped me by giving me free internet upgraded for four of the days because I was unable to log in. When we came down for breakfast, there was nobody out to help us or restock most of the days. At one point, I had made a waffle and realized when I bit into it that it was still raw. I tried again, and even after having my waffle go three times through the waffle iron, the waffle was still partially raw in the middle and then burned on the outside. The next day, there were rubbery, overcooked eggs for the last forty minutes of breakfast. Instead of replacing the eggs, I watched the breakfast person come out from the back and check the eggs and not replace them. With all this, I was most shocked and embarrassed by the knock on our hotel room door about 12:45 pm on 10/26. The woman at the door asked if we were requesting late checkout, and I said that our reservation was through 10/27. A couple hours later, the front desk called to see if I was extending. Embarrassed, I checked my original confirmation and bill. I realized that I should have been billed $119, not $139/day, so I hope you will change my cost to $1118.60 (from $1306.60) and credit me $188 for all of the issues we had. In addition, I had asked about the 15,000 bonus points as was told the front desk person would take care of it. I emailed the hotel and got an apology with no mention of points or credit/correction to bill. I also stayed at Marriott in Anaheim 11/17-11/20 and did not get my Marriott points for that stay.

  Business Response

  Date: 01/10/2023

  Marriott's Office of Consumer Affairs has mediated on behalf of the guest with our on-site hotel management team, addressing the issues presented. The hotel is actively engaged with the guest to resolve her concerns.
  
  Thank you.
  
  Julie S*****, Corporate Liaison
  
  Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:12/08/2022

  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 upgraded from silver to gold w platinum ****. I sent photo ID and everything and still the combined accounts and points did not merge to the gold membership.

  Business Response

  Date: 12/26/2022

  Good morning, 

  We have contacted the member and merged the accounts as requested. 

  Member is engaged. 

  Sincerely, 

  JoLynn W***********

  Corporate Liaison
  Office Of Consumer Affairs
  Marriott International, Inc.

  Customer Answer

  Date: 12/30/2022

  [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

  Date:12/07/2022

  Type:Product 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 booked a hotel room on Friday June 10th, 2022. I had the option to cancel the room until Tuesday June 14th, 2022. I cancelled the room on June 12,2022 within my time frame. This hotel fraudulently charged my credit card $191.14 on June 13th, 2022.I spoke with the account manager and he could not find my reservation at all but then later said they found it and I booked a room unable to be cancelled. This is a blatant lie and is a fraudulent business move. I was never advised you cant cancel on the rate I chose (expensive for one night) and was told I could cancel until the Tuesday after. I would never pay $191.14 and just cancel the room. If that were truly the case, I would have stayed in the hotel as I canceled for money reasons.Fraudulent business and booking practices.

  Business Response

  Date: 01/13/2023

  Marriott’s Corporate Office of Consumer Affairs and the hotel’s leadership have responded to the guest.  The hotel’s leadership verified the terms of the deposit and cancel policy accepted at the time of booking.  The hotel’s leadership offered a courtesy of one complimentary night for a future stay, subject to availability and expiration.  The guest accepted the offer as presented.  Sharon S., Sr. Corporate Liaison, Marriott’s Corporate Office of Consumer Affairs.

• Initial Complaint

  Date:12/05/2022

  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.

  I reserved a room because I will be having surgery with Dr************* and this hotel was suggested. My surgery was pushed back due to staffing issues and the hotel refused to accommodate a change and told me that they cannot refund me. So they cancelled my reservation and took the $215.81 plus the $110 for early check in and will not refund or changed the date of the reservation.

  Business Response

  Date: 12/21/2022

  From: **************************
  Sent: Tuesday, December 20, 2022 1:47 PM
  To: ***********************
  Subject: Greetings from the San Francisco Marriott Union Square
  
  Good afternoon **********************
  
  My name is Angie C***********, General Manager of the hotel and your letter to Better Business Bureau has been referred to me for a response.
  
  I’m pleased to confirm that we have refunded both the reservation advance deposit and the early check in fee.  Please accept my sincerest apologies that this exception wasn’t granted from the start, adding to the frustration of your surgery being pushed back.  I assure you this is not the type of service we are known for and proud of.
  
  Please let me know if I may be of further assistance.
  
  Wishing you Happy Holidays,
  Angie C******
  ANGIE C******, GENERAL MANAGER
  San Francisco Marriott Union Square
  480 Sutter Street, San Francisco, CA 94108
  P ###-###-#### | F ###-###-#### | E *************@marriott.com | marriotthotels.com

• Initial Complaint

  Date:12/03/2022

  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.

  Hello, We had reservations for a hotel stay last month at Hotel Blackhawk-Marriott Autograph Collection in Davenport, Iowa and ended up not staying at the property because multiple rooms did not have a mattress pad/protection on the mattress, just a fitted sheet directly over the mattress. One of the mattresses had large visible stains. Since hotel staff could not provide a properly prepared clean room for us, we chose to cancel our reservation and stay at a different property. We have corresponded back and forth with hotel staff simply asking for a refund of the following two items: the 30,000 points AND the "premier plus free night award up to 35,000 points" we used to book the 2 night reservation. Hotel staff credited back the wrong point value of 25,000 points and have not responded back to my two previous emails asking for the error to be corrected and for the full refund of the points and free night award certificate. We simply would like for this to be resolved with a full refund of the total 30,000 Marriott points and the "premier plus free night award certificate" used to book the reservation which we have asked for since first contacting hotel management. Attached are pictures and a copy of all email correspondence with hotel staff. Thank you for your time and assistance in this matter.

  Business Response

  Date: 01/05/2023

  Marriott's Office of Consumer Affairs have been in touch with the guest. Although the hotel was unable to return the Free Night Award, the hotel offered the equivalent Marriott Bonvoy points for the inconvenience and the guest accepted the offer.
  
  Tammy J******, Corporate Liaison, Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 01/12/2023

  [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:11/29/2022

  Type:Customer Service 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.

  On November 10, 2022, at approximately 11:22 am. I **************** checked into the Springhill Suites along with my family. While I was inside my bathroom I observed on the shower flooring what appeared to be stains and dirt. After traveling all day and night I was exhausted and decided to turn in for the day. On the following morning, I woke up after hearing house cleaning in the hallway. I proceeded to the hallway where I requested from the house cleaning employee something to clean the shower with. I attempted to clean the flooring of the shower however, I was unsuccessful. I then decided to use towels as a liner to cover the shower entire flooring. Shortly after I then called the front desk after using all of my towels and washcloths to attempt to clean and line the shower flooring. On my first call to the front desk, I experienced a technical problem with the hotel telephone, I could hardly the employee. The employee confirmed that he was able to hear me. I informed the employee that I would call him right back for clarity. After calling the employee back I confirmed whether or not we could hear each other. The employee stated yes. While attempting to inform the employee of the requested items I desired. I notice the employee was still having a difficult time hearing my request. I then asked the employee if he was able to hear my request, and the employee stated yes. After repeating my request several times to the employee, we were finally able to confirm my request. I then mentioned to the employee that he needed to be more attentive when taking requests from guests. Keep in mind I had only requested three items. The employee then laughed at me. I then informed the employee that I didn't appreciate him laughing at me. I advised the employee that I would come down and pick up the items shortly. Once I arrived at the front desk lobby area I began to explain to the young man why I didn't appreciate him laughing at me, when I simply asked him to be more tentative. The young man was very unapologetic and refused to take responsibility for his actions. I then requested a supervisor. The supervisor can out from behind the desk in a very loud and aggressive manner. I asked him if he and I could talk in the lobby area. I wanted to speak with the supervisor without any interference. The supervisor stated no! In an abrupt manner. I then asked the supervisor what his title was, and he replied in an arrogant tone of voice, I am the manager. The manager had a brief conversation with the employee in question. The manager began to inform me of the employee situation while speaking with me while he was on the telephone with me. The manager stated the employee was dealing with someone else at the time. He began to inform me of hotel policies, which had not to do with the rudeness of the employee's telephone mannerisms. After the manager finished speaking, I commenced giving the manager the facts as to what had occurred. Every time I spoke five words the manager would interrupt me. I found myself being repetitive. I then asked the manager if he would allow me to speak. The manager then explained to me that he had a master's degree. I am uncertain as to why he felt that he had to share that with me. After asking the manager several times to allow me to speak, I decided to end all conversations with him. Before I walked away I informed the manager that he was rude, arrogant, and had no intuition about customer service. The manager aggressively stated to me, I need you to leave my hotel. I turned and stated to him, for what reason. The manager was unable to give me a reason. I walked outside to my vehicle and returned to the lobby, only to hear the manager tell me to get my thing out of the hotel room. When I went back to the room I observed the manager in the room and one employee from housecleaning standing at the door. Again the manager stated to me in a very aggressive manner to leave the hotel. I began to pack up my items while calling

  Business Response

  Date: 12/28/2022

  Marriott’s Office of Consumer Affairs and the hotel’s Treasurer & Secretary have been in touch with the guest.  The hotel thanked the guest for his feedback and confirmed that it would be shared as a training opportunity.
  
  Emilio M******, Corporate Liaison, Marriott’s Office of Consumer Affairs

  Customer Answer

  Date: 01/04/2023

  [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,
  
  ****************