Business Profile

Hotels

Marriott International, Inc.

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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:10/18/2022
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.
On October 15,22 my family & I stayed at the Residence Inn St.L downtown I check in the host gave us room *** I went up stairs and the room smelled like Dog, cigarettes and weed. I walked in the bathroom and the door to the bathroom was like the paint on the door was peeling and bubbling up. I made a call downstairs and the host gave me a attitude and said well if you don’t like it we can refund you I wasn’t looking for a refund I just wanted a new room so I went down stairs to inform the host that I only want a new clean room so he began to look for a new room for me he gave me *** the room was clean but it was loud the refrigerator made a loud noise so I called once more to see if the host can fix the problem but I didn’t want to deal with the host attitude about things, I let the host know that it was a loud noise coming from the refrigerator they had someone come and fix it so it was okay for that moment. And I stay in there because I thought it was fix later that day my sister called me and the same host told my sister the elevator was not working and that she had to walk up six floor of stairs and she has a heart condition and plus heavy set she slept in the car until 2a until I called downstairs to front desk and asked to be on the 1st floor so she could come in he explained to me that it was working and I told him well the host at the front desk told my sister it’s not working until Sunday morning and she just woke me up I didn’t know she was in the car until she called me and I did have a problem with him earlier but I didn’t want to complain he told me it’s okay he will talk to him in the morning. The next day we cleaned the room and asked for a vacuum to make sure the room was nice and neat the lady at the front desk told my sister it was okay the maids will clean it she explained to the lady that our kids dropped dry noodles on the floor she said your checking out not to worry about it. on my statement I was charged for 2 days I only was there for 1 day
Business Response
Date: 11/09/2022
Marriott's Office of Consumer Affairs and the General Manager have been in touch with the Guest. The Guest's request for a full refund was granted.

Brandy C*****, Corporate Liaison, Marriott's Office of Consumer Affairs
Initial Complaint
Date:10/18/2022
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.
I booked a stay for Sheraton Mountain Vista Villas, Avon / Vail Valley from 2/2/22-2/5/22 (Confirmation #********). When I booked this, the online system was not allowing me to apply two "Free Night Certificates" so I used one certificate and the rest in points. I then called customer service to have this issue addressed. on 8/26/22 I received an email (*******************************) stating "Our Speciality Team was able to modify your Free Night Awards attached to your upcoming stay at Sheraton Mountain Vista Villas, Avon / Vail Valley. " So the stay cost a total of 91,000 points + 40,000 certificate + 50,000 certificate as intended. Today I checked online and the reservation has neither points nor certificates applied to it, which means the reservation is unpaid and at risk of cancellation. I called the Bonvoy Titanium line 3 times and was on hold for a total of 4 hours trying to get someone to understand what had happened, but no one seemed interested in helping me. One woman was very rude to me as well. I nearly 110 nights in Marriott this year alone and hate to be treated poorly and called a liar. These points and certificates are no longer in my account, but the reservation is unpaid...which means they were taken from me. I would like Marriott to deposit the requisite number of points for this stay (181,000) to my account (Member Number *********) to be applied to this reservation or make me a reservation at a comparable hotel for these same nights. Please see the email from [email protected] to ********@*****.com on 8/26/2022 @ 4:56pm with the subject Free Night Award Inquiry [ ******************************* ]
Business Response
Date: 10/26/2022
Marriott's Office of Consumer Affairs confirmed that with the assistance of our case resolution specialist team, they were able to secure the guest's upcoming reservation as desired and consider the issue resolved.
Thank you.
Julie S*****, Corporate Liaison
Marriott's Office of Consumer Affairs
Initial Complaint
Date:10/16/2022
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.
I stayed at the JW Marriott in Washington, DC, from Oct 15 to Oct 16. I hadn't seen my wife in months so I saved up to get a suite so we could have a nice reunion of sorts. We arrived at the hotel around noon to check-in and understandably the room wasn't ready but my reservation guaranteed that the room would be ready by 4pm. 4pm came and no one updated me so after speaking to several people I was finally told my room wouldn't be ready until 8pm, 4 hours after the time my reservation that I paid for said the room would be ready. I was not offered any kind of refund - only the ability to "exchange" rooms and pay the lower rate for a smaller room and smaller beds. And again, this offer came only after speaking to several people about why my room wasn't ready. This should have been an upfront conversation. I feel it was deceptive that no one told be there was a screw up and the room wouldn't be ready until 4 hours after my guarantee and no serious attempt to remedy the situation was made. We had to cancel some plans we had in the evening because of this. My room was eventually ready at 7:30pm but I did not receive what I paid for.
Business Response
Date: 10/25/2022
Marriott's Corporate Office of Consumer Affairs has further mediated on the guest's behalf with hotel leadership. The Director of Room Operations, Mr. Michael H****** has contacted the guest and offered a full refund of $246.92; for both the room and parking. Guest has accepted the offer.
Customer Answer
Date: 10/31/2022
[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:10/11/2022
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 vacation at Atlantis Bahamas through my Bonvoy app. I am a Gold Elite member and I thought I would have a better experience with Marriott. Every hotel I have ever stayed at with Marriott, I have been charged AFTER my stay. I have only ever needed a credit card for reservation. I decided to book a vacation this June for next April 2023, which is 10 months out. To my surprise, I was charged the full amount of $6,153.19 a couple days later. I paid it in full when my credit card statement came out. Then last week, I canceled the reservation because several people told me how nasty the hotel was and how poor the service was as well. I do not think for that kind of money (plus additional charges during my stay) is worth the bad service and run down hotel. I am WELL WITHIN my time to cancel (6 months prior to trip) for a FULL refund, but no one seems to actually want to process the refund. Marriott is washing their hands saying it's the hotel and the hotel is washing their hands saying that it is Marriott that needs to refund me. I have paid over $6000 for a vacation I will not be taking and need this money back ASAP.
Business Response
Date: 10/16/2022
OCA *Liaison, Debra C*************, spoke with guest who confirmed a refund has been issued by the hotel.
Initial Complaint
Date:10/09/2022
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 stayed at the JW Marriott Turnberry Resort on 9/15 - 9/16. After checking in very late at night I received a room that was not clean. I captured pictures of the current room condition and took it to the front desk night manager Ralph. After discussing my experience with the room and self-parking issues Ralph communicated, I would receive a full review for my stay. I have followed up multiple times with the hotel and still have not been issued a refund for my stay.
Business Response
Date: 10/16/2022
Marriott's Office of Consumer Affairs has mediated on behalf of the guest with our on-site hotel management team, addressing the issues presented.
Thank you.
Julie S*****, Corporate Liaison
Marriott's Office of Consumer Affairs
Business Response
Date: 10/19/2022
Marriott's Office of Consumer Affairs mediated on behalf of the guest with the on-site hotel management team. They were able to speak with the guest and came to an amicable resolution. We consider this issue resolved.
Thank you.
Julie S*****, Corporate Liaison
Marriott's Office of Consumer Affairs
Customer Answer
Date: 10/21/2022
[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:09/29/2022
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.
Re Reservation: ******** I was trying to receive my upgrade as per 4.3.c - ii of the Bonvoy terms of service, and the hotel refused. This is becoming commonplace with Marriott that hotels refuse the clearly outlined benefits. The benefit clearly states that the upgrade is on 'day of arrival,' and not the arrival at the hotel as this hotel was insisting on. Even when the terms were referenced to the hotel, as per the attached screenshots, they refused and kept making up their own rules. This hotel was also trying to claim that the requested room was not available (despite it showing multiple available rooms to book online), then that the small upgrade to a corner room was only at the hotel's discretion, before changing the excuse to on arrival at the front desk. I asked to receive a call from a Manager, and the guy that called continued with the excuses, and when I suggested that the chat team were incompetent for not being able to read and follow a simple term, he suggested that it sounded like this was not the hotel for me. I would strongly suggest reviewing this call as it is an embarrassment to have this person calling guests.I then requested a call from a real Manager multiple times, and it took 2 days to receive this call. I could not answer, and after calling back and leaving a message, the call was never returned.I should note that I have had the same issue at this property on the last 4 visits, and each time a Manager (Joanne P****************** twice in 2020, and Jie H** earlier this year) assured me that they would ensure the benefits are being honored at the property, so with the continued issues I can only assume that this property intends to hassle guests and not provide the earned benefits intentionally because it is the same issue every visit. I would like to be contacted at the email provided for resolution as I wasted 3-4 hours dealing with this, on the morning of arrival, and then more time trying to get a hold of someone to address.
Business Response
Date: 10/06/2022
Marriott's Office of Consumer Affairs mediated on behalf of the guest with the on-site hotel management team. They were able to speak with the guest and came to an amicable resolution. We consider this issue resolved.
Thank you.
Julie S*****, Corporate Liaison
Marriott's Office of Consumer Affairs
Business Response
Date: 10/16/2022
Per Marriott Bonvoy Terms & Conditions, Enhanced Room Upgrades, which are part of the Elite member benefits, are subject to availability and are identified by each property, see our website for more information: ******************************************************* ******** **********. Marriott's Office of Consumer Affairs apologized for the guest's frustrations and the hotel's on-site management team addressed their concerns. We consider this case closed.
Thank you.
Julie S*****, Corporate Liaison
Marriott's Office of Consumer Affairs
Customer Answer
Date: 10/25/2022
[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: First, the complaint had nothing to do with the terms that Marriott has referenced in its reply. The issue is that the hotel doesn't follow the terms, and shockingly, the Marriott rep handling this confirmed that if a guest doesn't like that a hotel doesn't provide the earned elite benefits, then they should pick another hotel. I also asked that this be referred to another Marriott representative since this rep is part of the problem.

Regards,

**********************
Initial Complaint
Date:09/28/2022
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.
08/21/2022 - 08/23/2022 Palm Beach Marriott Singer Island Beach Resort & Spa 152,000 Marriot Points and Cash. I was told I Would be getting my stay comped and They did not refund me my stay, we found dirty socks in the room, as well as the fire alarm going of in the morning which we were not notified about upon our initial check in. I have tried to comunicate multiple times, and was not able to resolve this issue.
Business Response
Date: 10/18/2022
Marriott’s Corporate Office of Consumer Affairs and the hotel’s leadership have attempted to communicate with the guest by telephone and email. A refund in the amount promised is completed. Sharon S., Corporate Liaison, Marriott’s Corporate Office of Consumer Affairs.
Initial Complaint
Date:09/27/2022
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.
I have a room reservation for Aloft El Segundo - Los Angeles Airport , 10/09/2022 - 10/15/2022. Find attached a Technical Training I was supposed to be attending, being canceled. With the cancellation of my class, I have no use for this reservation. When I originally booked the reservation, I did the prepay because I needed to submit an expense report by end of year, so I needed it to charge.. The price was no different than the standard reservation. I am appalled that something outside of my control would cause me to have a $1000 loss of reservations I paid for. I am asking for this same amount to simply be transferred to a different stay, where I have scheduled my work training, in a different city, next month. Please assist as I do spend quite a bit of money with Marriott, being Platinum. Kind regards,***** ************
Business Response
Date: 10/03/2022
- GM has refunded deposit
- Brenda B*****, Marriott's Corporate Office of Consumer Affairs, Corporate Liaison
Initial Complaint
Date:09/27/2022
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 checked into the Residence Inn-Marriott hotel located at 116 Gateway Center Blvd, Brunswick, GA on Aug 29, 2022. I am currently staying at this hotel for business in the local area. It has been almost a month since I received housekeeping. During check-in, I was advised housekeeping would be conducted every 7 days (my do not disturb sign has not been outside my door.) Each time I went to the front desk, they advised they would ensure the room gets cleaned, and would notify the manager of the situation. I have still yet to receive housekeeping. I see all the housekeeping employees sitting outside behind the hotel taking a smoke break every 10 minutes and socializing with eachother. Yet they don’t forget to charge my government credit card everyday. This is completely unacceptable for a hotel and unsanitary.
Business Response
Date: 09/29/2022
Marriott’s Office of Consumer Affairs and the hotel has been in touch with the guest. The guest confirmed that her room has now been cleaned and is happy with the outcome.

Emilio M******, Corporate Liaison, Marriott’s Office of Consumer Affairs
Customer Answer
Date: 09/29/2022
---------- Forwarded message ---------
From: *** ******** <***********@*******.com>
Date: Wed, Sep 28, 2022 at 6:46 PM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>

The business has resolved my complaint. You can disregard the complaint #********.

Thank you,
***
Initial Complaint
Date:09/26/2022
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 on 6/9/22 for a stay in Kingsland, GA under my Marriott Membership they stay was $162.07. I then saw a few days later that I could stay for less using some points and paying the rest so my stay would be $78.45, so I booked that reservation and cancelled the other one. My stay was on September 4. I was checking my credit card statement and saw I was charged $162.07 and $78.45. I called the Fairfield Inn in Kingsland and the girl proceeded to tell me the first booking was a special members rate that was not refundable, I told her I wasn’t aware of that otherwise I wouldn’t have booked another stay to pay an additional $78, all she could say was sorry mam. I said so I am just out of the $162?? Because clearly I wouldn’t have knowingly rebooked another stay to pay more money? She said sorry mam, but yes. Is this the way Marriott does business?? I got no one who was willing to even work with me or help me? All I got was I am sorry and I paid $240.52 for a one night stay?? I would like a refund or a credit for the $162.07.
Business Response
Date: 10/07/2022
Marriott’s Office of Consumer Affairs has been in touch with the guest. Although the hotel was unable to meet the guest’s request for a full refund, the Office of Consumer Affairs offered a partial refund.

Emilio M******, Corporate Liaison, Marriott’s Office of Consumer Affairs
Customer Answer
Date: 10/08/2022
[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,

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

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