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.

  22390 Flagstaff Plz Ashburn, VA 20148-2402

• 

  Marriott International, Inc.

  1331 Pennsylvania Ave NW Washington, DC 20004-1710

• 

  Marriott International, Inc.

  1100 Drummers Ln Wayne, PA 19087-1567

• 

  Marriott International, Inc.

  201 Waterfront St Oxon Hill, MD 20745-1135

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/31/2023

  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 Thanksgiving, 11.23.23 my family and I stayed at ALoft Hotel.The room we were given had a fuaklty heater and we were not offered a different room after complaining multiple times. It cooled down the second the heater switched from heat to AC (!!!) (aka no insulation), but the heater never stops and blows AC after the heat whcih was also a setting one could not change. Heaters were cheap all units one finds in motels. It was on automatic and no setting changes this. Also they use those motel heaters. built into the walls from the 80s.There was also a cold draft coming from under it and from the outside wall - it appears that there is little insulation used in this hotel. When we complained they said they were sorry there was nothing they coudl do. The hotel was almost empty, parking garage (no security) was also empty.2. When I went downstairs early, the attendant was sitting on a bench in front of the front desk sleeping and it smelled of weed. He did not wake up when I appeared. We had jet lag ad were hungry 3. There was no heat AT ALL in the shower and bathroom ready area.4. The plate that is behind the temp control on the shower turned and was not installed properly. 5. Sower floor was slimy and as I was fiddlign with the faulty shower I almost slipped.I complaine dto marriot and ****** in senior mabagement said the hotel manager said we never called to complain, this is an outright lie.6. The toilet doors did not close and kept jamming.We had cold air blowing on us in bed alternating with heart all night . AWFUL - not worth $240. We left at 5am.

  Business Response

  Date: 01/13/2024

  Marriott's Office of Consumer Affairs has mediated on behalf of the guest with our on-site hotel management team, addressing the issues presented. A refund was processed for $260.84 on 01/13/2024.
  Thank you.
  ******** ******, Corporate Liaison
  Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:12/28/2023

  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.

  Transaction date: December 3, 2023. Stay was on December 9 (leaving on December10), 2023. Issue was excessive noise in hotel room. It took 3 calls and threatening to involve law enforcement to resolve the sound issue, at 1 AM. The noise was excessive from mid-afternoon until 1 AM. Also, when I checked out, at the front desk, the employee said that I would be contacted concerning the issue. This follow-up was also less than optimal.On December 12, 2023, ******************************* said that they believed in full satisfaction and said that the stay would be refunded and that the refund would appear in 5-7 business days. I re-contacted ******* on December 23, 2023, to say that the refund has not appeared. ******* responded and said that that wasn't anything further on their end and to keep them posted. As of end of business on December 27, 2023, refund has still not appeared. I called my credit card company, and they have also not received a refund.

  Business Response

  Date: 01/04/2024

  Marriott's Office of Consumer Affairs have been in touch with the Guest. The guest has been refunded. Marriott's Office of Consumer Affairs confirmed the guest has received the refund
  
  ****** ******, Corporate Liaison, Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 01/04/2024

  [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: 01/04/2024

  I appreciate BBB's efforts to resolve this complaint.  Marriott responded in a very timely way following their notification of this complaint.

• Initial Complaint

  Date:12/21/2023

  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 stayed at the Courtyard by Mariott 100 Springside Dr Akron, OH 44333 for a month on a work contract. They charged me daily while staying and an incidental fee that was supposed to refund back to me after checking out. I checked out the hotel 10/28/23 and have yet to receive the money after speaking with the hotel several times.

  Business Response

  Date: 01/19/2024

  The guest was disputing a refund for incidentals. Marriott's Office of Consumer Affairs reached out to the Hotel Management, who informed the guest that they had already processed the refund. The guest was satisfied with the interaction.
  
  **** *********, Corporate Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:12/20/2023

  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 hotel for 2 nights 3 days. First night woke up with suspecious bumps on my collar bone, didn't think much of it at the time. The next night woke up with a few more and wondered it I had bed bug bites, but because i was so focused on our work meeting didnt think too much into it. Once i left Wednesday, woke up Thursday at home with massive bites everywhere. The day after another 10 lumps on my body. I called the hotel to let them know and they said they would be in touch, never heard from them again. Today i called to follow up only to be forwarded to a voicemail. My home is now infested with bugs and my son has bites all over his body. This is beyond disappointing and disgusting and for my experice to be ignored is disrespectul.

  Business Response

  Date: 01/11/2024

  Marriott's Office of Consumer Affairs has mediated on behalf of the guest with our on-site hotel management team, addressing the issues presented. The hotel management team has processed a refund for $207.92 on 1/10/24 as a gesture of goodwill.
  Thank you.
  ******** ******, Corporate Liaison
  Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:12/09/2023

  Type:Customer Service 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 writing to file a formal complaint against Marriott, specifically regarding a service issue at their Courtyard Irvine John Wayne Airport/Orange County during my stay booked for 12/1-12/3. The booking was made through ***** Travel, with confirmation number ********. The crux of my complaint is the unnotified change in my room type. Despite booking a king bed room, I was provided a room with two double beds upon arrival, without any prior notice. When I raised this issue with the hotel staff, they informed me that the room could not be changed back to the original type and directed me to contact ***** Travel and ******* for resolution. This was both surprising and frustrating, as the problem clearly stemmed from the hotel’s end. This incident reflects a serious lapse in customer service and management at Marriott. The lack of communication, refusal to rectify the situation, and failure to acknowledge their error or offer compensation was highly disappointing. It significantly impacted the quality and enjoyment of my stay. Given Marriott’s reputation, such a disregard for customer satisfaction and service standards is unacceptable. I am seeking the BBB's intervention to address this issue with Marriott, in hopes that it will lead to improved service practices and prevent similar incidents for future guests. I appreciate your assistance in this matter and am available to provide any further information or clarification needed regarding this complaint.

  Business Response

  Date: 12/13/2023

  Hotel's General Manager has apologized to the guest regarding his concerns. Guest was provided with Marriott Bonvoy points. OCA Liaison, ***************************

  Customer Answer

  Date: 12/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********
  

• Initial Complaint

  Date:12/07/2023

  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, Had a stay with Marriott (conf # ********) at the Westin Washington DC Downtown and the points are not being correctly allocated to my Bonvoy account (*********)

  Business Response

  Date: 12/21/2023

  Marriott’s Corporate Office of Consumer Affairs has been in contact with the guest to review our Program Terms and Conditions regarding qualifying stay activity. As a gesture of goodwill, Marriott Bonvoy points were posted to the guest’s account. The guest is happy.
  
  **** ******, Corporate Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:12/03/2023

  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.

  Dear Marriott Bonvoy Customer Service, I am writing to express my dissatisfaction and frustration regarding a recent experience with your platform that has left me out of pocket and disappointed. I attempted to purchase points for a 2-night stay at the Renaissance São Paulo, with the reservation dates set for December 10 to December 12, 2023. Unfortunately, I fell victim to a fake website, resulting in a loss of $504.32. Upon discovering the issue, I promptly contacted Marriott, and I was offered a goodwill credit in points for a 2-night stay at the Renaissance São Paulo. However, despite the assurance, the promised points (for account number *********) have not been credited to my Bonvoy account. I kindly request the immediate fulfillment of the goodwill credit as initially promised or, alternatively, assistance in securing a reservation for two people at the Renaissance São Paulo on the specified dates mentioned above. Thank you for your understanding, and I look forward to a swift resolution.

  Business Response

  Date: 12/10/2023

  OCA Liaison, ***************************, spoke with guest about his concerns. We were unable to confirm the offer the guest reported receiving, but provided him with some Marriott Bonvoy points for the misunderstanding.

  Customer Answer

  Date: 12/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:11/20/2023

  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.

  I made a reservation for a gospel Brunch at the ******** hotel and restaurant in Orlando. Florida. It was not a gospel Brunch but Jazz. Also, there were flys all over the restaurant..They had to move me from one table to another and still flys. Also, the crabs were salty and the explanation was that the crabs are precooked and shipped from far away held and package in a bunch of salt to keep it fresh till last over a. of time before serving it to your customers, nasty.... My sister had a Virgin Mojito. And the line was dry out and brown as well as the meat leaves brown. The whole experience was a disappointment, especially since I had visited your establishment before and have a great time. The server called herself giving me a discount. I paid a $147 for salty bad crabs as well as. Dry outdated Mint leaves and lime. We did not finish eating the crabs and had to end up going to another restaurant to eat right after leaving establishment. I'm very disappointed about the expired food you give ypur customers and giving them such an extraordinary bill for 1star service.

  Business Response

  Date: 12/08/2023

  - Guest has been contacted by hotel and they have refunded the charges.

  - *************************, Corporate Liaison, Marriott Corporate Office of Consumer Affairs.

  Customer Answer

  Date: 12/12/2023

  [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: I never received the refund promised.  Charges are still showing on my credit card statement.

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

  Business Response

  Date: 12/13/2023

  - There was an unfortunate delay to the refund, but this has been issued now.

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

• Initial Complaint

  Date:11/10/2023

  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.

  Very concerned absolute the state of supplies and service at aloft lake Buena Vista Florida. To start off at checkin I was informed my room was given away and they are sold out they only had 1 type of room available. Sad because I paid more for a different room I can let that go. It’s a beautiful hotel property with lots of potential but the staff is destroying this place I have tried four times to reach front desk over two days where no one is answering the front desk phone. finally today I called on my cell phone and still could not get any answer. I walk to front desk and in extreme broken English lady says she no answers phone and was doing paperwork . I was like wow cause they rationed wash cloths to 1 per day to not overload house keeping and if you want your room restocked you have to ask 24-48hrs in advance. This is unacceptable. The management company is rationing our coffee cups and room supplies to save money and when you ask for from the front desk, they give you a really hard time about how they cannot give you one and supplies are locked. I honestly feel ripped off and disappointed that this is even in the Aloft property of brands. I have stayed at the Chesapeake, Virginia location, and Gainesville, Florida with excellent customer service and staff that knows what they’re doing. This location needs to retrain entire team or rehire. My trip confirmation number is ********* My Marriott Bon Voy number is *********

  Business Response

  Date: 12/06/2023

  Marriott’s Corporate Office of Consumer Affairs and the hotel’s General Manager have been in contact with the guest to apologize for his experience. As a gesture of goodwill, the hotel approved a partial refund. The guest is happy.
  
  **** ******, Corporate Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:10/23/2023

  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 am currently staying at the Residence Inn, ***************************************** in Houston, TX. Unfortunately, my experience here has been far from satisfactory, and today, I reached my limit. I specifically requested a room that has not accommodated pets due to allergies, but it's evident that a pet had been in the room, possibly leaving behind fleas/ticks. To address this issue, I purchased flea and tick salt from ******** applied to the carpet and successfully resolved it. Another point of contention has been the housekeeping service. They don't collect used towels/linens, I started placing them outside my door in hopes of having them replenished. However, instead of replenishing these items, the housekeeping staff would only collect them and provide garbage bags. They consistently refuse to provide us with fresh towels, forcing us to visit the front desk. Front Associates claim they are not permitted to leave the front because they are working alone. I find it hard to believe this explanation since I have not seen multiple associates on any shift during my stay. On Tuesday morning, I encountered the housekeeper, an older white lady with her hair secured in a clamp or ponytail. I brought up the issue of the towels, and she promptly provided me with the towels. I requested that the floor be vacuumed. Regrettably, when I returned, I found that nothing had been done. I was met with the same situation: no towels or linens, only garbage bags. I was too fatigued to fetch towels myself Tuesday night. Wednesday morning, I called and ****** informed me that she couldn't deliver towels/linens to my room; I had to come and get them. This delay caused me to be late for work. I then requested to speak with management, but was told that **** wouldn't be present until 1 pm. Today, my patience was pushed to the limit. I approached the same housekeeper, explaining the recurring issue and what I needed. While she collected the necessary items, she yelled "I don't have time for this."

  Business Response

  Date: 10/31/2023

  Marriott International has been unsuccessful reaching the Guest after a few attempts.  The General Manager has been successful and communicated with the guest, an agreed upon resolution has been reached.  According to the General Manager this is resolved. 

  *************************, Corporate Liaison, Marriott's Office of Consumer Affairs

   

  Customer Answer

  Date: 10/31/2023

  I spoke with the general manager and we agreed on the refund. The refund wasn't processed therefore, she advised that she will arrange a stay to cover the refund. Everything should be fine and arranged within the next day or two. Reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* **********