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.

  1960A Chain Bridge Rd Mc Lean, VA 22102-4001

• 

  Marriott International, Inc.

  16 Glenmaura National Blvd Moosic, PA 18507-2126

• 

  Marriott International, Inc.

  1150 22nd St NW Washington, DC 20037-1219

• 

  Marriott International, Inc.

  7800 Ferry Ave Clinton, MD 20735-1731

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:09/12/2022

  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.

  Reservation ******** I was trying to receive my upgrade as per 4.3.b - iv 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.I would like to be contacted at the email provided for resolution as I wasted 2 hours dealing with this.

  Business Response

  Date: 09/29/2022

  Greetings ************,
  
  My name is Daniel and I am the Director of Operations here at the W Hotel in Los Angeles.
  
  Your letter to the Better Business Bureau has been referred to me for a response. First and foremost I would like to extended my sincerest apologies for the two hours that you took out of your time to deal with this issue. By no means it should have taken this long and with your approval, I would like to close this matter for you. My General Manager Damien H***** is currently out of the office, however, I spoke to him briefly over the phone and he also sends his apologies and wanted to share that with you.
  
  I see that you stayed with us under points. As a gesture of goodwill, I will be reimbursing your two nights in points (100k) back to your account in hopes that you give W Los Angeles and Marriott another chance.
  
  In regards to the Bonvoy Terms of Service Section 4.3.b-iv, we will train our entire leadership team and talent to ensure this is a one off situation and does not reoccur to another guest.
  
  *** ****, thank you for your time and I am looking forward hearing from you!
  
  DANIEL B*******
  DIRECTOR OF OPERATIONS / W LOS ANGELES – WEST BEVERLY HILLS
  930 Hilgard Avenue / Los Angeles, CA 90024
  C *** *** **** / P 310 208 8765
  

  Customer Answer

  Date: 10/05/2022

  --------- Forwarded message ---------
  From: ********** <*******************>
  Date: Wed, Oct 5, 2022 at 1:27 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 the complaint so this can be closed.

• Initial Complaint

  Date:09/02/2022

  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.

  We made a reservation originally with Expedia for a quick few day vacation in Destin Marriott Residence Inn for early June 16-20, 2022. Due to a variety of work and health related concerns, we were forced to reschedule the trip to June 27-July 2, 2022. I was being treated for chest wall pain syndrome and I was hesitant about driving long distance with the pain. Also, my supervisor and our company President had to leave out of town for an emergency business trip and I was required to cover as Acting President. My wife called Marriott directly to reschedule our trip and they told us that there was no problem getting refunded for the room reservation that we paid via *******. They told us that it would be actually better to rebook with them directly because this way we would get the Bonvoy membership points. We believed and trusted them but they are now telling us that we need to deal with Expedia and that they have nothing to do with this. They are not responding to our customer service requests and are refusing to refund us the $1,577.22 they owe us and that they promised to refund to us. We paid for the new reservation in full. The room had damages that they did not address although we informed the front desk so we are not happy with the services provided but the main issue is that they lied to us about the refund and are now unwilling to keep their promises.

  Business Response

  Date: 09/12/2022

  Hotel leadership has reviewed and confirmed the guest was charged via third party booking channel. They have confirmed with the third party that the refund has been processed. Hotel has reached out to guest and provided contact information should there be any additional questions.
  
  - Beth R*******, Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:08/23/2022

  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.

  We stayed at the hotel from 8/11 - 8/14. The reservation was under my husband ***********************. Because of a flight delay, we didn’t get in until 4:30am on 8/12 and our reservation was “canceled” as a no show even though I called the hotel to give notice that we were delayed and we were still coming. Upon arrival, they couldn’t access our reservation because it was past check in time and it was booked through a 3rd party vendor. After waiting an hour in the lobby and no one being able to help us, I booked a completely separate room so we could get some rest. At that point, they sent us up to a room that was occupied and the person had to yell, “I’m in here!” Then they gave us another room with only one bed, for a party of three. By that time it was 6am and we had to get up in an hour to check our daughter into ***** ******* University, so we made it work because there was a couch. In the morning, I discovered a mold spot on the bathroom ceiling. We complained and instead of moving our room, someone attempted to clean it which just dulled the spot. For all of our troubles, they gave us breakfast. I don’t think we should have had to pay for Thursday night seeing that we didn’t get into a room until 6am on Friday AND it had mold. In fact, the whole trip should have been refunded. It was by far the worst hotel experience I’ve ever had. Customer service at the front desk was really terrible. We will never stay there again. 

  Business Response

  Date: 08/31/2022

  Marriott's Corporate Office of Consumer Affairs has further mediated on the guest's behalf with hotel leadership. Has has responded and offered a credit of $190.24 which is one night room and tax. Please see hotel response as follows; 
  From: S******, Daneila <***************@westin.com>
  Sent: Wednesday, August 31, 2022 1:57 PM
  To: ******** ***** <*******@*****.com>
  Subject: Greetings from the Westin Peachtree Plaza
  
  Good morning ********,  
  
  Thank you for your message. Your concerns presented to The Better Business Bureau has been referred to me for a response. Thank you so much for choosing to stay with us. I wanted to reach out to express our apologies for your experience during your stay. We apologize that your reservation was cancelled prior to arrival. This is an automatic process via night audit. We are sorry this was not explained to you properly. I also understand you were assigned a room that was occupied due to a system glitch. It is never our expectation for guests to have such an unanticipated experience. We apologize that your room was not up to standards. Be assured that all your concerns will be addressed by our leadership team. Please know we are using your feedback to improve our hotel.
  
  We would like to offer you a one time credit of $190.24 which is one night room and tax. Please allow up to 7 business days for this credit to reflect on your account. Should you not see the credit within this time frame, please reach out to me so that I may contact our accounting department. Please let me know if your travels bring you back to Atlanta, as I will serve as your personal liaison. We hope this experience does not deter you from staying with us in the future. We have a deep desire to make your next experience memorable. We know apologies will not make up for your experience, but we indeed are sorry. Feedback like yours helps us as we strive to provide complete guest satisfaction, so we thank you for sharing your comments, which will be addressed with our team for review and training. It was our pleasure to accommodate you and we hope you will give us another chance to provide you with the outstanding stay you deserve and should always expect from us.
  
  As a Marriott Bonvoy Guest, we value your loyalty and hope you continue to travel with Marriott Bonvoy. Again, thank you for staying with us.
  
  Live Well,
  Daneila *. S******
  Guest Experience Manager /
  Executive Assistant
  
  O   ###-###-####  F  ###-###-####     
  ******** | *********** | ***** **** | *******| ******** | *******
  

• Initial Complaint

  Date:08/21/2022

  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 have a sever allergy to roaches, we checked into the this hotel thinking it would be clean laid our bags on the seats. Got ready and left came back turned on the light in the bathroom and there many many roaches. To where we immediately grabbed our things and checked out. Now they are refusing a refund of my money. When they are the one that had the roaches which also causes me health issues seeing I am allergic to them

  Business Response

  Date: 09/02/2022

  Hello,
  
  This guest had a third party non-refundable reservation for a 1 night stay.  When the room was checked by front desk nothing was found.  However, the room was still switched and the guest stayed the night at the hotel.  Please let me know if there are any other questions or concerns.
  
  Kind regards,
  
  Christine M*****
  General Manager
  Aloft Charleston Airport & Convention Center
  4875 Tanger Outlet Blvd.
  North Charleston, SC 29418
  T. ************  F. ************
  
  

  Business Response

  Date: 09/14/2022

  Hello,
  
  This guest had a third party non-refundable reservation for a 1 night stay.  When the room was checked by front desk nothing was found.  However, the room was still switched and the guest stayed the night at the hotel.
  
  In closing, I must respectfully decline any further actions taken on this issue as occurrences of this nature are at the discretion of hotel leadership and we support their decision. 
  As much as we would like to resolve this issue to your satisfaction, we remain unable change our position and must support the decision rendered. I am sorry you feel we have not resolved your issue in the manner you believe is appropriate.  We have exhausted our efforts to explain our position and do not believe additional dialog will be productive. For this reason, we will not engage in any additional communication on this topic.
  
  JoLynn W***********
  Corporate Liaison
  Office Of Consumer Affairs
  Marriott International, Inc.
  

  Customer Answer

  Date: 09/17/2022

  [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:
  
  There is a resolution, you have chose to ignore it and blatantly lie. But I will keep going through the process to get this resolved 
  Regards,
  
  *************************
  

• Initial Complaint

  Date:08/15/2022

  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 the Marriott Fairfield Inn & Suites left 2 pieces of luggage at the front desk went downstairs yesterday at aprx 830 am 8/14. The luggage was gone. Called the police requested video footage saw the luggage being given to a woman at 1:06 am without (amanda front desk clerk;) requesting her to show the tags, The front desk manager Christy denies any fault, I asked for Amanda to be contacted she still hasn’t called to identify this person, the person surfaced after making several calls etc. And the Marriott still DID NOT identify nor ask for her name and information. MY SECURITY & Safety has been breached NO ONE from Marriott corporate has contacted me as of today. I still do not have my luggage back and unsure of I will have all my belongings returned to me, This is scary and too many unanswered questions at this property we need immediate attention that has not been given. I’m a GOLD ELITE member and the treatment is totally unacceptable.

  Business Response

  Date: 08/23/2022

  Good Afternoon,
  
  ****************************** stayed at my hotel Fairfield Inn & Suites Downtown Fort Worth Texas. She had two rooms from 8/10/22 departing on 8/14/22. *** ****** on her last night here brought down 2 bags to hold at the front desk even though she was still staying another night with us. She was provided tickets for the bags and left. 
  Another guest who was part of the group *** ****** was here for and staying in another room and whom *** ****** does know as they were all here for the same group (***** ******** Group) had called the ***** ******** line to have her bags picked up that night. 
  A woman came around 1am to the hotel on technically the day of 14th *** ******'s check out day, to pick up bags. She came to the back office, and she looked at the tags on the bag and confirmed that they were correct and took them with her. 
  Later that morning on the 14th around 10am or so *** ****** came to check out of her room and requested to get her bags. However, they were picked up by this other person at 1am. 
  I was called at home by my AGM Christina F*****, and she informed me of what happened and in which I did have a lot of questions myself and one of them was why did she even store her bags down here in the back office if she was still occupying the room?? However, I informed my AGM to contact the police and file a report. She did just that and they came and did a report which we were not provided with a copy of. 
  After *** ****** left the hotel and was about to board a plane to go home the front desk gets a call from the guest who called the ***** ******** line about picking her bags up and how they picked the wrong bags up because she did not bring her bags down like she was supposed to and the woman who picked up *** ******'s luggage was on her way back returning the bags to the hotel and getting the correct luggage. 
  This was an honest human error and in which the hotel did rectify and pay $210.00 to ship *** ******'s bags back to her. This was all a mistake and a human error, in which was a lesson on all participating parties. 
  *** ****** has tried to find other ways of not having to pay for her stay but, she is responsible for both of her rooms and payment for them. The hotel did their best to rectify a not common and questionable situation since it was not *** ****** out of money. *** ****** has made outrageous claims against the hotel in which she claimed we put an air tracking device in her bag and we scoped her out and all. None of that is true and honestly didn't even know what an air tracking device was. This was a human error in which was rectifed and not at the expense of the guest. We did take care of everything and will or should not be responsible for anything else since again there are some questions with this happening and considering she was here with the group, and they all knew each other. 
  
  I hope you find this information helpful and if you need anything else, please let me know and I will be happy to assist in any way I can. 
  
  Thank You and have a great day today!  
  
  Brandi R******
  General Manager
  
  Fairfield Inn & Suites Fort Worth Downtown/Convention Center
  1010 Houston St. | Fort Worth, TX 76102
  T ************   
  

  Business Response

  Date: 09/06/2022

  On behalf of Marriott’s Office we would like to thank you again for your correspondence regarding the Fairfield Inn & Suites Fort Worth Downtown/Convention Center.
  
  I was deeply concerned to learn of your continued frustrations in resolving this issue and have reviewed your comments with Brandi R******, General Manager of the hotel. Brandi joins me in offering our sincere apologies for any misunderstanding that may have arisen from the handling of your concerns.
  
  We continue to apologize for this most regrettable incident, however the appropriate actions were taken.
  
  Thank you again for this additional opportunity to address your concerns. Marriott recognizes you have a choice when you travel and look forward to serving you in our traditional spirit of Marriott hospitality.
  
   In closing, we must respectfully decline any further actions taken on this issue as occurrences of this nature are at the discretion of hotel leadership and we support their decision.
  
  As much as we would like to resolve this issue to your satisfaction, we remain unable change our position and must support the decision rendered. I am sorry you feel we have not resolved your issue in the manner you believe is appropriate.  We have exhausted our efforts to explain our position and do not believe additional dialog will be productive. For this reason, we will not engage in any additional communication on this topic.
  
  Sincerely,
  
  JoLynn W******
  Corporate Liaison
  Office Of Consumer Affairs
  Marriott International, Inc.
  

  Customer Answer

  Date: 09/15/2022

  [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:
  It sounds like you do not want to address this in a simple manner and choose to ignore true customer service to your Gold Elite Member.  THIS LOCATION HAS SEVERAL COMPLAINTS DOCUMENTED.

  Something as simple as reversing a charge to the correct credit card that was originally agreed you CAN NOT DO?  TRULY DISSAPOINTED and you are CORRECT I have a choice to patronize MARRIOTT  and will SHARE YOUR LACK OF CUSTOMER CONSIDERATION  to my CORPORATE AND Personal network. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/10/2022

  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 unfortunately stayed at the Bucks County Sheraton hotel in Langhorne with my young son as part of my ****** ***** vacation. I stayed August 2-5. It was a horrible experience. 1. The front desk staff was rude to anyone who mentioned booking through ****** ***** and stated tehy are not affiliated though they are. They were nice enough to me. 2. The room *** was dirty. The carpet was FILTHY. There was also water pooling in the ceiling. You can hear it. You can also see where the ceiling had been patched but not repaired. In another area of the room, you can see water damage on the ceiling. When I complained by email, i was told the carpets are clean because they close one floor each Sunday and shampoo carpets on one floor. I am decent at math. This means each floor gets done every 16 weeks. That is only 3 times a year. The floor was really, really dirty and I was very uncomfortable. 3. On Friday before sunrise, the hotel was evacuated. I had to carry my son down 5 flights of stairs- some had to do 15. The children outside were trembling. I have been jumpy since and will never stay above floor 2 in a hotel ever again. I have been trying to get a basic explanation about why we were evacuated. The hotel and customer service refuse to provide that. I have read reviews and see this happens fairly often but in other cases, explanations were provided. None was provided. 4. When I reached out to customer service, they had the hotel front office manager email and she emailed excuses and zero explanation. When I reached out to customer service again, I was told my concerns didn't matter because I wouldn't be getting compensation so I could not connect with anyone from corporate. This was insulting! I never even asked for compensation. I asked for an explanation! This is how customers are treated when they have concerns?! I have reached out to the fire dept hoping they will be willing to give answers. I expected far better from the marriott name.

  Business Response

  Date: 08/24/2022

  - GM has followed up with guest and is providing points as a gesture of good will

  - Brenda B*****, Marriott Corporate Office of Consumer Affairs, Corporate Liaison

• Initial Complaint

  Date:08/09/2022

  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.

  Made a reservation on 4/10/22 for a stay on Sat 5/14 - 5/15 and got confirmation #********. Received an email on May 9th to prepare for my stay. Received a check-in notification on 5/14 and arrived at the hotel around 7pm on 5/14. Was told at 7pm on 5/14 while I'm at the front desk, my reservation was canceled (no reason provided) and they booked me at a ******** Motel next door. Upon arriving at that Motel and observing illegal activity in the parking lot, I was not comfortable having my daughter stay there and found alternate arrangements for her. I contacted the phone number listed on the Manager's business card *************************** of the ********* ***. I asked him if he would comp a room for me for an upcoming stay, when the hotel isn't busy, to offset the alternate arrangements I had to make for my daughter. He said no but said he would give me enough Marriott points for a one night stay. I later discovered his 5K points was less than half of what is enough to stay at his hotel for one night (~12K points is required). Further, he hung up on me and then blocked my number from being able to call him back. His erratic behavior was bizarre to say the least because we were having a regular business oriented conversation. Of the thousand plus hotel nights, I've never experienced such strange and disrespectful behaviors, along with unwarranted actions from a hotel.

  Business Response

  Date: 08/17/2022

  Hotel followed Marriott's policy for walking guests.Guest's stay was paid for at an alternate location and hotel leadership cannot take responsibility for issues at the other hotel or cover charges for guest's decision to find his own lodging. Guest was provided bonus points as a goodwill gesture. We must respectfully decline any further actions taken on this issue as occurrences of this nature are at the discretion of hotel leadership and we support their decision.
  
  - Beth R*******, Liaison, Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 08/20/2022

  [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:

  I was not a walking guest.  Had a reservation from a long time previous to the stay as stated in the complaint.  Further, I was driving a car.  I really have no idea what a walking guest is nor has that even been brought up as an excuse for not only unprofessional behavior but unreasonable accommodations.

  Marriott policy surely doesn't state canceling at last moment nor rebooking at a sub-level hotel.  Marriott could have rebooked at a neighboring Marriott property.  Also, Marriott surely is aware of the illegal activity in the adjacent hotel as the police mentioned it was common.  Marriott: please provide your policy instead of just stating it was followed.

  What's amazing is that Marriott manager promised something, didn't deliver it, and now Marriott is fighting over what really amounts to <$50.  I'm continuing this complaint because I was disrespected, lied to, and I'm tired of the poor treatment.  I proposed a very easy and extraordinary reasonable proposal: just make do on the Manager's commitment.  And simply provide some assurance the next person to feel the wrath of this hotel property, won't be treated so disrespectfully.

  Further, 

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

• Initial Complaint

  Date:08/08/2022

  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 charged $89 dollars on my bill that I did not spend. All charges were from the hotel bar for drinks. I never visited the hotel bar and did not buy any drinks from the hotel. I attempted to call the hotel directly to resolve this and the person who I was directed to never answers the phone. Initially, the voicemail box was full, so I was unable to leave a voicemail. Eventually, I was able to leave a voicemail but my call was never returned. I also called Mariott customer service and filed a complaint. I got a case number and was told I should hear back within 3 business days. I never heard back so I called again and was told my case was set to "closed", even though no resolution ever took place and no contact with me was made. My case was reopened and I was yet again told that I would be contacted within three business days. That has never occured.

  Business Response

  Date: 08/18/2022

  Marriott's Office of Consumer Affairs contacted guest and she confirmed the issue had been resolved. No further action needed.

• Initial Complaint

  Date:08/06/2022

  Type:Delivery 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.

  Date of Transaction: June 5, 2022 Financial Institution: Founders Federal Credit Union Account Type: Checking Direct Deposit Number: *********** Account Number: *********** Amount: $989.41 Nature of Dispute: Uninformed of cost of drinks (no liquor menu available) when drinks were suggested by bartender. I feel that I was taken advantage of given the response when the check was requested instead of being charged to the room. Business Attempt to Resolve: I have contacted GEORGE B*********** the DIRECTOR OF ROOMS and he forwarded my email to ALAN G****** the DIRECTOR OF FOOD AND BEVERAGE both of whom brushed off my request for a resolution. I have attached all correspondence and the debit from my checking account with the amount and last numbers of the account number.

  Business Response

  Date: 08/19/2022

  Marriott's ****** of ******** Affairs has mediated on behalf of the guest with our on-site hotel management team, addressing the issues presented. The Director of Food & ******** confirmed that an investigation has occurred. The hotel verified the charges were accurate given what was ordered by the guests. The hotel leadership stands firm behind the investigation and no compensation is being awarded.

  Thank you.

  ***********************, Corporate Liaison

  Marriott's ****** of ******** Affairs

  Customer Answer

  Date: 08/21/2022

  [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 bartender was predatory towards me as soon as I made it clear that I had no knowledge of liquor she offered what I can only assume is the highest priced item on the liquor menu (which I would know if they PROVIDED a liquor menu). I was made aware of the prices of the food and considering that I am not as concerned about the payment rendered for the meal but there was no indication that the drinks would be so expensive. Even the family that frequents the establishment was stunned by the bill. The entire reason why I didn't argue the bill upon receiving it was to remain classy and  out of respect for such a supposed high end establishment. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:07/28/2022

  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 hotel for business for two nights. I left my charger to my computer plugged up under the lamp. I called as soon as I realized I did not have it. I was told to go to an alternate website to complete a form online because housekeeping was gone for the day. I called back the following day to speak with housekeeping and was again directed to the online form to report my left property. I received an email that said they did to find my property about 3 days later. I called the hotel immediately and talked to ****** at the front desk. I mentioned that my property was left there, plugged up under the lamp next to the bed but the email system said they did not find it. She contacted housekeeping and they said nothing was reported. At the end of the day my personal property was left at the premises and housekeeping supposedly can't find it, which just does not add up.

  Business Response

  Date: 08/04/2022

  Marriott's Corporate Office of Consumer Affairs has further mediated on the guest's behalf with hotel leadership. Hotel leadership has responded and stated they have found the charger and reached out to the guest. Guest will be shipping the charger and will be covering the cost of shipping. 

   

   

  Customer Answer

  Date: 08/08/2022

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