Business Profile

Hotels

Marriott International, Inc.

This business is NOT BBB Accredited.

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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

3,098 total complaints in the last 3 years.
1,080 complaints closed in the last 12 months.

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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:11/28/2022
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.
October 21st We chose Fairfield Inn, based on the fact that we stayed in one in south VA on our way down to Florida, and that one was very nice. So we check in. Check the shower, it has a puddle in it, as well as hairs ?? notice that all of the towels look disheveled, and the toilet paper had about 1/3 of a roll left. Room looked like it had been stayed in, not cleaned, and this is already about 9pm!! Decided okay, we just will skip showers, tired anyhow and get settled into beds and see a huge roach just running along the wall! That's it, the last straw. We tried to overlook the shower issue, and the fact the room smelled musty and was also very loud in the hallways. But no, roaches is one thing I will never overlook! Get all of our stuff thrown back into bags, grab the kids, one of which was already asleep because she was not feeling well. Haul it up to the front desk, tell the lady we want to check out! Tell her about the roach, the fact i took photos and video, as well as the other issues with the room. She says no refund, nothing! We paid $201!!! Stating it was because we had been in the room for one hour. Which I greatly disagree, no way we were there for even an hour. But even SO! How long is Fairfield Inn's grace period for when the roaches are comfortable enough to start coming out?! Front desk clerk offered ZERO help, or solutions. My husband went to ask for corporates number, she gave us their business card with only their personal business number. Another huge help. ?? We leave, it's now after 9:30pm. And I start calling every hotel at the exit we are on, ALL FULL. Zero rooms available. We leave and head to the next exit off the highway, exhausted and panicked that we wouldn't find a room that late on a Friday night! We finally pull up to a Homewood Suites and hope for the best, they have a room! But that costs us $360 for the night! Have contacted numerous times and they refuse to refund us our money!
Business Response
Date: 12/14/2022
Marriott’s Office of Consumer Affairs has been in touch with the guest. The hotel was unable to meet the guest’s request for a full refund, and confirmed that after further inspection that there was no issues with the room.

Emilio M******, Corporate Liaison, Marriott’s 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 reawhy you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

There was zero resolution. Company has accepted zero responsibility, I was out $201 for a room we didn't stay in because of the disgusting ROACHES. Disease carrying, filthy bug infested hotel! And then I lost another $360 on the hotel I immediately had to go to after leaving fairfield inn I do. OT accept this AT ALL.i sentmultiple photos of proof, as well as proof that we stayed elsewhere. And for them to just say nope, it was because we were just being picky?!?!!? ROACHES!!!!! Apparently marriott feels the customer is never right, and they have taken zero steps to correct this issue.

Regards,
*********************
Business Response
Date: 01/05/2023
Marriott's Office of Consumer Affairs and the Hotel's Management team have been in touch with the Guest. The hotel issued a full refund. The Guest accepted the offer.
Gordana V*******, Corporate Liaison, Marriott's Office of Consumer Affair
Initial Complaint
Date:11/24/2022
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.
Last Name : *** Address : Sheraton TX, *********************************************************************************, Irving, TX, USA ***** Date: Nov 20, 2022 Guest num: ********* Member num: ********* Room: *** Price: 155.42$ I arrived on this hotel at 3:20PM, Nov 20 with my 2 suitcases and When I try to drag my bag, no one was in the hotel lobby so I needed to actually hold all of my backpack and suitcase to get into my room on 3 floor and my mobile key didn't work so I needed to move down to the first floor and waited for 30 minutes until Sheraton front worker to give me a physical card After I unlocked my door I found extremely dirty and uncleaned carpet on the floor it seemed like they didn't finished their cleaning service as it was too late and I didn't have enough energy to move to another hotel, I didn't made any complaint but to be honest it doesn't worth of 155$ I want to get a full refund of their unprofessional attitude and room status.
Business Response
Date: 12/12/2022
Marriott's Office of Consumer Affairs and the Hotel's Assistant General Manager have been in touch with the Guest. The Hotel was able to meet the Guest's request for a full refund.
Customer Answer
Date: 02/11/2023
[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:

Last Name : *** Address : Sheraton TX, **** **** **** ********* *******, Irving, TX, USA ***** Date: Nov 20, 2022 Guest num: ********* Member num: ********* Room: *** Price: 155.42$ I arrived on this hotel at 3:20PM, Nov 20 with my 2 suitcases and When I try to drag my bag, no one was in the hotel lobby so I needed to actually hold all of my backpack and suitcase to get into my room on 3 floor and my mobile key didn’t work so I needed to move down to the first floor and waited for 30 minutes until Sheraton front worker to give me a physical card After I unlocked my door I found extremely dirty and uncleaned carpet on the floor it seemed like they didn’t finished their cleaning service as it was too late and I didn’t have enough energy to move to another hotel, I didn’t made any complaint but to be honest it doesn’t worth of 155$ I want to get a full refund of their unprofessional attitude and room status. __________ They said they can provide full refund after a few week but I didn't receive 155.42$ yet / 2022-2-1

Regards,

**** ***** ***
Business Response
Date: 02/14/2023
Marriott's Office of Consumer Affairs and the Hotel's Assistant General Manager have been in touch with the Guest. The Hotel was able to meet the Guest's request for a full refund.

Wanda B****, Corporate Liaison, Marriott's Office of Consumer Affairs"
Initial Complaint
Date:11/22/2022
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.
9/12/22: Using the Marriott Bonvoy website, I booked a room for The Residence Inn Marriott Billings for one night - Oct 6, 2022 CONF# ******** $216.92 *See photo The website stated I had until Oct 5th to cancel 9/13/22: Using the Marriott Bonvoy website again, where it allows one to MODIFY or CANCEL I "modified" from one night to two nights - new charge would be $387.72 Same CONF# ******** The website stated I had until Oct 5th to cancel In the meantime, I received my cc statement showing they had IMMEDIATELY billed my credit card for the initial charge… RESIDENCE INN 5H2 ARRIVAL DATE 9/12/22 DEPARTURE DATE 9/12/22 $216.92 9/29/22: Using the Marriott Bonvoy website again, where it allows one to MODIFY or CANCEL I "canceled" the reservation, and, because of my mistrust after seeing they had already charged me, I also called the Residence Inn to make sure they were aware I had canceled it via the website. “No. We do not show it has been canceled”, however, she assured me it was now canceled as of this conversation. I asked the clerk WHY I had already been billed for the initial reservation. She responded that it went through *** *** Hot Deals, ??? and that I would have to call them. 11/15/22: Because I had not seen a credit for the initial $216.92 appear on my new cc statement, I called *** *** Hot Deals. I was given a CASE #********* 11/20/22: I received and email from the Residence Inn stating “The advance deposit of $216.92 will be kept because you were a no call, no show, and we could have sold the room” COMPLAINT: website allows them to immediately CHARGE my CC; and the website allowed me to “modify” my reservation, however the website did not CANCEL my reservation or refund my money --- though it states ‘MODIFY OR CANCEL RESERVATION” until Oct 5th, *If I had not canceled, why then was I not also charged the modified rate of $387.72??? I have photos I expect a full refund of the $216.92 Thank you.
Business Response
Date: 12/08/2022
The rate that the customer was given was a prepaid non-refundable, non-cancelable rate. The rate was paid through a third party originally, then the guest modified the rate to a *** Hot Deals which at the time made it no longer an advanced paid reservation. The discrepancy is that our front desk did not catch the change from a pre-paid non-cancelable to the *** so therefore they did not refund the initial deposit.
We apologize for the confusion on our part and will refund the $216.92 to the Amex card on file.

*******************************
General Manager
Residence InnMarriott
Billings, MT
************
Customer Answer
Date: 12/08/2022
[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,

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

Customer Answer
Date: 01/27/2023
[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:
---------- Forwarded message ---------
From: ****** <******@******.net>
Date: Fri, Jan 27, 2023 at 9:14 AM
Subject: BBB complaint #********.
To: <[email protected]>

Dear BBB

The motel has not refunded my money as they promised on December 8, 2022

I have attempted to reach out to the general manager but she has not returned my calls

Can we reopen this case?

Thank you for your assistance.

Regards,

**** *******
Business Response
Date: 02/02/2023
From: OCA_Americas
Sent: 2/1/2023 1:25 PM
To: ******@******.net
Subject: Residence Inn By Marriott Billings [ ref:*************************** ]

Good morning ****,

I hope you are doing well today.

We apologize for the delay on our part and we confirm the refund was processed to the Amex card on file.

Have a wonderful week!

JoLynn W******
Corporate Liaison
Office Of Consumer Affairs
Marriott International, Inc.
Initial Complaint
Date:11/22/2022
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 had to cancel my hotel reservation with Aloft Chicago Downtown River North. I was receiving tons of messages that threatened my life. I found them to be credible which ultimately led me to cancel the hotel reservation.
Business Response
Date: 12/09/2022
The hotel has already made the onetime courtesy in May by allowing the reservation dates to be moved to the October arrival date. As the hotel did not receive any correspondence from you for this request prior to the stay, the reservation and deposit were processed for the cancelation when you canceled the reservation on the day of your arrival. When you canceled the reservation via the app, you forfeited the deposit.
Esther W***********
Dual General Manager
Aloft Chicago Downtown River North & Fairfield Inn & Suites Chicago Downtown/River
Customer Answer
Date: 12/09/2022
[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:
Inconsistent standards being applied to clients and she did sound obnoxious in her e-mails. Her e-mails were not pleasant in nature and happy to not associate with those kinds of people. Now you know those kinds exist! I will look into other agencies regarding this issue. My membership with Marriott will never be used to its max.

Regards,

*****
Initial Complaint
Date:11/18/2022
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.
On Friday November 4, 2022 we were traveling from Pennsylvania to New Orleans and stopped in Columbia TN as a rest point. The hotel itself was very nice and the staff was exceptionally friendly. Upon checking out we had requested to have a room for 2 weeks from that date. We were told a price, I asked if there was anything I needed to sign or a confirmation and was told no. On November 18th plans had changed and I was told we needed to travel further north. I called to cancel my reservation and was told they would be charging us anyways because it was within 48 hours. We were never told about this policy and was never given anything with any type of cancellation policy, I called their customer service number and was informed that this policy isn't a company policy but rather its the decision of the individual hotels. Case ********* Jennifer P**************** Manager
Business Response
Date: 12/12/2022
- GM has agreed to refund charges as a one time good will gesture.
- Brenda B********, Marriott Corporate Office of Consumer Affairs, Corporate Liaison
Initial Complaint
Date:11/09/2022
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.
Hello, I stayed with the establishment 8/19-8/22nd For my wedding weekend. We stayed the first evening upon getting ready for my rehearsal the second evening the faucet in our room fell on my foot. I complained about this and they moved us to the second room. When moving us to the second room I explained it was my wedding weekend I was already late to the rehearsal and I had all the luggage and everything wedding weekend ready including my dress and flowers. When we go to the second room we are literally in there for a few hour with no Ac. During this time I am trying to contact the front desk and to let them know and at this point my flowers are wilting and I'm late. They finally send a gentlemen after about three hours who confirms that the ax I fact isn't working. We finally get moved to the third room. And when we get to the hallway it looks like a fresh construction zone. Wall paper torn, plastic and paper in the floor, it was a death trap. This is now the night before my wedding. When we get into this room after seeing the war zone in the hallway. My sink was broken, my sisters tubs water was cold and all the base boards were torn off in the room. Also before coming to this hotel I called and checked about the pool which they told me will be opened which is why I booked the hotel. When I get to the hotel the pool is used as a storage unit. I have been calling the Marriott corporate who told me I need to contact the hotel directly and when I called the hotel they said they will give a refund and never did. I have been dealing with this issue since the beginning of September with no resolve and just been given full lies to get me off the line.
Business Response
Date: 11/23/2022
Good Morning *******************************,

This is to acknowledge your correspondence and thank you again for taking the time to contact the Better Business Bureau regarding the Residence Inn By Marriott Boston Norwood/Canton.

I would like to extend my sincere apologies for the less than perfect experience. I am very thankful to you for having brought to our attention these areas of opportunities you kindly detailed. It is only through the valuable feedback from loyal customers like you when we realize we may have areas to improve upon, in order to meet, and exceed, our guest's expectations.

We have contacted the Residence Inn By Marriott Boston Norwood/Canton for immediate review and response. Your visit was prior to JNR Management Inc. taking ownership of the hotel. JNR Management Inc. purchased this hotel on 11/3/22 and your visit is from a period before their time. The old ownership would be responsible for any financial remedies for this case and unfortunately we do not have a way to contact them for a refund.

As a final attempt to bring closure, we would like to provide to you as a gesture of our goodwill a complimentary credit equal to 50,000 Marriott Points to your member account. 50,000 points is equivalent to two nights at the Residence Inn By Marriott Boston Norwood/Canton or two nights a comparable hotel. Please utilize the points as you wish. If you could forward me your account number I will credit the points right away.

Please be assured that your business is valuable to us. I do appreciate your taking the time to share your experience and look forward to another opportunity to serve you in the future.

Thank you,

JoLynn W******
Corporate Liaison
Office Of Consumer Affairs
Marriott International, Inc.
************ | ************
Initial Complaint
Date:11/06/2022
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 was walked from the Fairfield Inn & Suites by Marriott Homestead Florida City at 60 SW 352nd St, Florida City, FL 33034 one week ago. As a Titanium member, I am entitled to the compensation for the hotel, $100 and 90k points. The GM, Zach A*** is lying and saying the power was out. They were checking in other guests beside me and walking me. This is a total lie and scam.
Business Response
Date: 11/14/2022
Marriott's customer care team has mediated on behalf of the guest with the on-site hotel management team. While the hotel was unable to offer the compensation requested by the guest, our customer care team did provide a goodwill gesture to the guest for their frustrations. Marriott's Office of Consumer Affairs did investigate and supports the information provided previously to the guest and considers the compensation previously provided fair and genuine given the guest's experience.
Thank you.
Julie S*****, Corporate Liaison
Marriott's Office of Consumer Affairs
Initial Complaint
Date:11/03/2022
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.
On the evening of 28 October I spoke with the Marriott customer service of the treatment of this Summerville hotel and was told that I could have the extra nite stay at a rate of $161.00 the hotel over charge me at a $170.00 amount I only had to show my ****** * card and I did to the staff a male at the reservation desk I return home to see a higher charge when the rate was 159.00 under the group rate for *** ********** conference this is wrong the hotel help to book the room then told me once I got there I didn’t have a reservation the 1st night then tells me my name was spelled wrong .I would like a valid corporate office phone number I am a Marriott member and this treatment was done.
Business Response
Date: 11/30/2022
Marriott's Corporate Office of Consumer Affairs has further mediated on the guest's behalf with hotel leadership. The GM has refunded guest. Please see the last communication with the guest as follows.

From: Jerry W***** III <**********@ih-corp.com>
Sent: Wednesday, November 30, 2022 9:07 AM
To: *********@*********
Subject: Courtyard Summerville

Good Day *** ******

We have received your complaint from both the Better Business Bureau as well as Marriott Customer Care. I apologize greatly for the inconvenience that incurred in reference to the rates. An adjustment of $12.21 has been applied to your account. Please allow 3-7 business days for the charges to reflect to your account.

Kind Regards

Jerry W***** III
Task Force General Manager
Island Hospitality Management
###-###-####
Initial Complaint
Date:10/30/2022
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 have been staying at the Marriott since May 28, 2022. I don't see my credits for nights stayed 5/28/22- 10/30/22. I would like help with that. Member Number ********* Thanks
Business Response
Date: 11/18/2022
OCA Liaison, Debra C**********, spoke with guest about the requirements/documents needed to post the stays to her Marriott Bonvoy account.
Initial Complaint
Date:10/26/2022
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.
Reservation # ******** I booked a prepaid reservation which I had no issues with prepaying the reservation under my *** deal for 11/10-11/12. However, days later, the rate for the same room, with the same *** deal went from $359 to $343 per night. This is my first trip to new york and I called to have the rate modified. I was told it could not be modified because it was a prepaid rate. I clearly stated, I was not cancelling my reservation, nor changing the dates, however, the rate for Thursday change. I was told they could not make any modifications to my reservation. If the rate itself could not be changed, then something should be offered as a supplement to this change. This is not leading up to a good experience for a birthday trip to new york. In most instances, companies would love to get payments in full from customers, and because I chose to pay my reservation in full, instead of paying at time of arrival, I am being penalized as a customer. This is not a good experience, and if we are unable to come to some sort of resolution for the difference of $359 - $343, I will ensure that I will no longer use marriott hotels or affiliates for my future vacation travels. It is my hope that this complaint is sent to the executive office for someone to attempt to rectify this matter, as the representiatves on the phone refused to escalate my concern any further.
Business Response
Date: 11/07/2022
Dear Better Business Bureau,
The hotel manager contacted the guest and offered the lower triple AAA rate for the night it was available. And also send a birthday amenity for the guest as a special treat. Guest is happy with the outcome.
Please contact us if you have any questions.
Warm Regards,
Line K*****
Marriott International
************.
Customer Answer
Date: 11/10/2022
[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,

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

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