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:07/27/2022

  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 booked a one night stay for check in on May 29 and check out May 30. I booked it through ******* itinerary ********** confirmation ******** for $136.66 . I went to hotel. I gave them my name. I gave them my card for incidentals. They said that they have my reservation. Later, I received a bill from Mobile Marriott for $119.56. I have called Mobile Marriott ************ numerous times. The response from the front desk is that I see the problem and transfer me to accounting or leave message with accounting. I have never spoke to anyone accounting.

  Business Response

  Date: 08/01/2022

  Marriott’s Office of Consumer Affairs and the hotel’s General Manager have been in touch with the guest. The hotel is issuing the refund as needed.
  
  Hugo C****, Corporate Liaison, Marriott’s Office of Consumer Affairs
  Consumer

  Customer Answer

  Date: 08/03/2022

  [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:07/26/2022

  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 stay at W hotel W Hotel Philadelphia from July 13-15.Firstly, on the morning of July 14, the waiter made a mistake with my menu and refused to acknowledge it but laughed at me for not expressing myself clearly. After expressing my anger to the manager on duty and asking for an apology from the waiter, the manager on duty refused to deal with the matter for me because it was no big deal at her hotel. Secondly, on July 15, I was halfway through my shower when I discovered that the shower gel had been used. At this particular time, this irresponsible room cleaning seriously violated my right to life and health. When I went down to the front desk to inform them about this, they just said they were aware of it and no one even offered to replace my shower gel, and to this day I still have not received an apology. Finally, after my strong request, the front office manager sent me an email and I did not feel any apology in that email. All that was expressed was that it was uncalled for me to have emotions after experiencing these things that made me very frustrated. Based on these serious mistakes of the hotel, I request the hotel to refund the room rate for one night.

  Business Response

  Date: 08/30/2022

  Good Afternoon,

   

  I’m responding on the behalf of Ed B****, our property’s General Manager, in regards to Complaint ********.

   

  We wanted to extend our apology to the guest and update that the room night has been refunded to the account.

   

  Please let me know if there is any other information I can provide.

   

  Thanks so much!

   

  Jessica F****

  Marketing & Executive Office Coordinator | W Philadelphia | Element Philadelphia

• Initial Complaint

  Date:07/26/2022

  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 am trying to get a receipt for my stay at Westin Resort Guam so that I can get reimbursed for my hotel stay. I have called the hotel group around 6 times and they have done nothing but hang up the phone. I have called the hotel and they say they are going to email the receipt but never do.

  Business Response

  Date: 07/29/2022

  Marriott’s Corporate Office of Consumer Affairs has communicated with the guest. The guest confirmed they have received the folio.   Sharon S., Corporate Liaison - Marriott’s Corporate Office of Consumer Affairs

  Customer Answer

  Date: 07/31/2022

  [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:07/26/2022

  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 called in several times before the travel dates and 3 time day of arrival to ensure adjoining rooms because of small children and medical reasons.When we checked in no mention of rooms not being adjoining was mentioned and they took payment of the whole stay and refused our reservation because we complained and pointed out missteps and dead cockeroaches in lobby. 5 small children and my wife and I were turned away and trespassed at 2am in the morning because the night manager did not want me to share footage of her outburst to her superiors in the morning

  Business Response

  Date: 08/01/2022

   Hello ***** ***,
  
  This is to acknowledge your correspondence and thank you for taking the time to contact the Better Business Bureau. Your letter to the Better Business Bureau has been referred to me for a response.
  
  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 guests expectations.
  
  Could you please let us know which Marriott property you are referring to and I will contact the hotels executive team for immediate review and response. If you could please provide the name the reservation was under and the confirmation number that would be helpful.
  
  COMMENTS:
  Customers Statement of the Problem:
  
  We called in several times before the travel dates and 3 time day of arrival to ensure adjoining rooms because of small children and medical reasons. When we checked in no mention of rooms not being adjoining was mentioned and they took payment of the whole stay and refused our reservation because we complained and pointed out missteps and dead cockeroaches in lobby. 5 small children and my wife and I were turned away and trespassed at 2am in the morning because the night manager did not want me to share footage of her outburst to her superiors in the morning  
  
  Thank you,
  
  JoLynn W******
  Corporate Liaison, Office of Consumer Affairs
  10400 Fernwood Road, Bethesda, MD  20817
  ###-###-#### (D)   |  ###-###-#### (F)

• Initial Complaint

  Date:07/19/2022

  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.

  We stayed in Room *** at Sheraton Parkway Toronto North Hotel located on 600 Highway 7, Richmond Hill, Ontario, Canada, L4B 1B2 from April 15 to April 18, 2022. The cleanliness of the hotel was concerning as we found ants crawling around the bathroom floor, especially near the toilet. When we were checking in, the reception asked us what time we would like to have our room service and we specified noon. Nonetheless, a lady knocked on our door and woke us all up on Sunday, April 17 at 9 am. She wanted to do room service and asked me to exchange our used towels for some clean ones. I addressed the issues with the reception when I was checking out. I also wrote to their customer care and was told that they will follow up and get back to me. I have never heard back anything even though I sent them another email. This is very disrespectful and unprofessional. This made me feel that I got ripped off by the hotel with their lack of basic housekeeping, cleanliness, and professionalism. I demand a 50% refund as compensation.

  Business Response

  Date: 08/05/2022

  Customer was contacted by General Manager of hotel and provided a one night refund due to experience.

  Rob T******, Corporate Liaison, Corporate Office of Consumer Affairs