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:10/08/2023

  Type:Order 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.

  Paid too much money for the tv not to work The bathroom door was broken Two of the TVs didn't work in the room Was not the best experience for a high price

  Business Response

  Date: 11/10/2023

  Marriott's Corporate Office of Consumer Affairs and the hotel General Manager spoke with the guest and apologized for their experience, and room issues.  The General Manager provided Marriott Bonvoy points due to challenges.
  
  Corporate Liaison, Corporate Office of Consumer Affairs

• Initial Complaint

  Date:10/04/2023

  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.

  We stayed at the Tamirand in Barbados for a celebration vacation. The accommodations were unacceptable to say the least. Our room had the view of a broken roof beneath us. The bathtubs were stained, rotted wood, AC was leaking over the bed, bathroom door would not fully close, dusty ceilings, fans, and corners, restaurants closed at what is an all-inclusive hotel. The poolside chairs and cushions are very nasty. It was just totally unexpected for the nearly $2800 per person we paid for this trip. We asked to be moved or refunded. We were told we were required to stay at least three nights in these conditions before we were eligible for a refund. We were finally given a room at a sister hotel (which was another tedious experience) and were denied even courtesy transport to the sister hotel. This all-inclusive resort left much to be desired compared to what I have experienced in other places. What was even more upsetting is that when we were leaving, one employee told one of the people traveling with me that "maybe we would enjoy the other side of town, because this side is usually more sophisticated."

  Business Response

  Date: 10/13/2023

  The Guest has been contacted by Marriott's Office of Consumer Affairs and the Hotel's General Manager. The Hotel's General Manager provided an apology and confirmed that the hotel will be closed for renovations, prioritizing the Guest's feedback.
  ******* ********, Corporate Liaison, Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 10/24/2023

  I received an email to call *********** for a response to my complaint.  I called as the email requested. She answered and said she would call me right back and I have not heard back from her after 5 days now.

  Business Response

  Date: 11/02/2023

  The Guest has been contacted by Marriott's Office of Consumer Affairs and the Hotel's General Manager. The Hotel's General Manager provided an apology and confirmed that the hotel will be closed for renovations, prioritizing the Guest's feedback. The Hotel's General Manager offered a two-night refund.
  ******* ********, Corporate Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:09/27/2023

  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.

  Stayed at Courtyard by Marriott Philadelphia Great Valley Malver in room *** on September 22, 2023 and the room had bed bugs. Requested a refund and the General Manager refused to give me a refund. Provided the general manager with a bed bug from the room. Two front desk clerks confirmed the bug was a bed bug. Have witnesses and photos of the bed bugs. Asked to have belongings put into equipment that kills bed bugs. The facility was not equipped with the equipment. Our belongings included two grand worth of clothing and accessories for a formal wedding we attended. We needed to have our belonging properly treated for bed bugs at our own expense. The room was filthy, and the tub had lots of rust. Have photos. Read other reviews online after returning home that the same room had bedbugs and the patrons had blood in there bedding and were bitten over night. They have photos posted in their review. At this time I am asking for a refund of $149.85 paid.

  Business Response

  Date: 10/13/2023

  Marriott's Corporate Office of Consumer Affairs has further mediated on the guest's behalf with the hotel's General Manager. It was confirmed that a pest control company came to the hotel and after doing a full inspection was unable to find any evidence of bed bugs. Based on this information the hotel will not be able to provide the guest with a refund or additional compensation. An email with this information was sent to the guest. 

  Customer Answer

  Date: 10/13/2023

  [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 provided the bugs to the general manager. Pest control was not provide that bug to ID.

  Room was filthy. Tub was significantly rusted. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 10/19/2023

  Update-After further review of the concern the General Manager has offered a full refund of $149.85. The Marriott Office of Consumer Affairs has sent the guest an email to confirm the refund and attach an updated copy of the folio showing the credit. 

  Customer Answer

  Date: 10/24/2023

  [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:09/18/2023

  Type:Billing 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 stay through ********* for $152.87 for the Courtyard Marriott at Yonkers. Marriott received the payment from ********* and used their virtual **********. I was erroneously charged an additional $145.60 on my **** at check-in which has not been refunded despite numerous attempts.

  Business Response

  Date: 09/22/2023

  Marriott's Corporate Office of Consumer Affairs has been in communication with the guest. A refund has been issued for the overcharge. Please allow 5-7 business days for these funds to be available again.
  ***** ******, Corporate Liaison, Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 09/30/2023

  [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:09/13/2023

  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.

  Worst experience for $600 a night room and $35 a parking at Niagara Falls, Canada. While waiting for room to be ready.. truck, luggage and passport stolen right from their parking lot less than two hours from arriving. I would at least expect some sort of security out of a high-end Marriott property. Maybe a barrier and a controlled gate to ensure customer safety, or at least someone watching the security cameras they have installed. Totally ruined my 10-day vacation, and even with insurance was a several thousand dollar lost to my family. Marriott even charged me for the 10 hours I spent at the hotel which I thought was wrong. Marriott didnt even give me a ride to the US border, my family had to walk 4 miles in the heat. Marriott keeps sending me advertisements to spend more time at that hotel, which I asked to stop several times because it because emotional distress by reminding me of the incident. I asked Marriott to refund my night stay, upgrading me to the presidential suite was not a plus to me it seems more of a tease because I could stay. I asked Marriott to improve their security at that hotel. Even the local police commented that a multi-million-dollar resort should have been better security. I asked Marriott stop causing me stress by sending me advertisement to ******. Finally, I tried to resolve this over their Tweeter (X) account, and they just blew me off and stopped responding.

  Business Response

  Date: 10/03/2023

  The hotel's Assistant General Manager and Marriott's Office of consumer Affairs have communicated with the guest.  The guest has received a full refund. 
  
  ****** ******, Corporate Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:09/10/2023

  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 had an issue with a stay. **** from Bonvoy insistently argued with me and refused to listen to me. He eventually hung up on me. I don't understand why Marriott makes it so challenging to earn points/nights with them. After waiting on hold for so long, it is not worth calling them back. The issue was my stay was not showing up and I have to book through Concur. I always do and it has never been an issue until this time and they refused to give me any credit for the stay even though the last 42 nights were not an issue. I want to get credit for 1 night stay at the Marriott since I am paying almost $300 to stay there.

  Business Response

  Date: 09/14/2023

  Marriott's Corporate Office of Consumer Affairs spoke with member and apologized for previous experience and extended Marriott Bonvoy points as stay was not eligible.
  
  
  Corporate Liaison, Corporate Office of Consumer Affairs 

  Customer Answer

  Date: 09/21/2023

  [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 accepted but not satisfactory. 
  
  Regards,
  
  *****************
  
  

  Customer Answer

  Date: 11/17/2023

  [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 made a previous complaint about an issue with a stay and Marriott not rewarding points. They offered a good will gesture and asked to close the case. After closing the case, they removed the points. I find this to be a significant ethical issue and I expect to receive the points and a strong explanation of this action. This is highly concerning.
  
  Regards,
  
  

  Business Response

  Date: 11/21/2023

  Marriott's Corporate Office of Consumer Affairs spoke with the customer and explained there was a duplicate posting of the Marriott Bonvoy points that was done in error and those were removed, but the initial points promised remained in their account.

  Corporate Liaison, Corporate Office of Consumer
  Affairs

  Customer Answer

  Date: 11/30/2023

  [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, while a pittance, was resolved. Lost me as a customer nonetheless for 2024. 
  
  
  
  Regards,
  
  

• Initial Complaint

  Date:08/29/2023

  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.

  Stayed at the W Philadelphia 7/14. Having jaw issues, I use 2 expensive custom dental guards at night. We were traveling from the W Philadelphia to the W Hoboken. Right away I realized I had left my guards (which were inside the brand new travel case) on the desk & called the W immediately. They said they would go to the room & call us back. After no call back, I called the next morning. Explained everything again, was promised they would call back, never did. I called Monday, talked to someone else, they promised to call that afternoon, never did. I called Mon evening, talked to another person, explained the story, was told there was now a guest in that room. I told him, there’s no way it’s still on the desk & that the housekeeping must have it because there’s no way they would discard dental appliances in a case. EVERYBODY knows how expensive they are. He told me as soon as the guest left on wed morning they would ck the room & I was to call back on Wed at noon. I knew there was no way the case was still there but I did what he said. I called wed at noon, got the same guy, he acted like he didn’t know what I was talking about! Had they checked the room when we called the first time, they would I have been able to get them. I had to explain that he told me to call at noon! He said they never checked the room. He said to file a claim which I did. A few days later the claims called me. I explained the whole story, was told “I don’t work on weekends,” to give her a few days to get some info from the lost & found and that she would call me back. After 10 business days & no call I called her & left a message. She never called back! I filed a claim via email a couple days after our stay, the person that got that claim finally emailed me. I told her the story, she reached out to the claim’s person. That person finally called & left a message to call her back w any questions. But the number rings about 10x then hangs up… she never answers & there’s no voicemail.

  Business Response

  Date: 09/09/2023

  Marriott's Office of Consumer Affairs confirmed that the hotel has responded to the guest on multiple occasions explaining that they are not liable for left behind items. The guest's item was never placed in the specific safe keeping of the hotel staff therefore no compensation will be provided. Thank you.
  ***** ******
  Corporate Liaison
  Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 09/14/2023

  [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:
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:08/23/2023

  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.

  On July 29 I made a reservation through the Marriott website at Spring Hill Hotel for 5 nights (confirmation ********). At this point, I have enough points for all nights, plus it looks like I received a night for free. This hotel reservation was canceled on the same day, July 29. On the same day, July 29 I made another reservation for 5 nights at the ********* *** (conformation ********), in the same city Pigeon Forge. The web system charged $712 for buying points, without my authorization because I did not receive the points back from the previous reservation. So, there is a glitch in the system. The second issue is the following. My reservation at ********* *** was from Tuesday, August 8 through Sunday, July 13. On July 8 I was in the Emergency room so I called Marriott Bonvoy on Wednesday, July 9 telling that I was not able to show up at the hotel, but I will be at the hotel on Thursday, July 10. Marriott called ********* *** and canceled my reservation. I drove 9 hours from Chicago to Pigeon Forge and when I got there, surprise, no reservation for me. Of course, I called Marriott Bonboy that night, and the person who responded to me hung up on me by saying, I do not hear you. So, with my kids and wife tired in the car I bought one night at the price of $242, well above the price I got for my reservation. The next day, on Friday, August 11, I called Marriott Bonvoy again and also talked to the hotel manager. Finally, I got two more nights. In total, I spent 3 nights at the ********* ***, a total cost about $472. Marriot Bonvoy charged my card $712 because I stayed 3 nights which cost $472. It does not make sense to me, but it does for Marriott Bonvoy Thank you,***************************

  Business Response

  Date: 09/11/2023

  - spoke to guest and he let us know that he had already received a partial refund and is happy with resolution.

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

  Customer Answer

  Date: 09/18/2023

  [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 the refund I received from Residence Inn to my credit card in the beginning of September  is not anymore in my account. *************************, Marriott Corporate Office of Consumer Affairs called me on my phone and I told her that I received a refund of $500 from Residence Inn, so we can close the dispute. It looks like they changed their mind and their refund is not anymore on my credit card. They are playing games, what a shame.
  
  Regards,

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

  Business Response

  Date: 09/26/2023

  Marriott's Office of Consumer Affairs has confirmed the member used the points that he is disputing being purchased. Since the points we used, they will not be a refund. Again, there is no refund due this member. Thank you for understanding, this is our final response in the matter.
  -
  ******* ****** ******, Sr. Liaison, Marriott's Corporate Office of Consumer
  Affairs

  Customer Answer

  Date: 10/07/2023

  [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:

  Mariott is not consistent with their response.
  On September 11, *************************, Marriott Corporate Office of Consumer Affairs, Corporate Liaison, said “spoke to guest and he let us know that he had already received a partial refund and is happy with resolution.” Yes, it is true that it was a refund of about $500 on my **** card from ********* *** in the beginning of September, but it is not there anymore.
  Now, Marriott said “Marriott's Office of Consumer Affairs has confirmed the member used the points that he is disputing being purchased. Since the points we used, they will not be a refund. Again, there is no refund due this member. Thank you for understanding, this is our final response in the matter.”
  Again, I did not use the points. I ended up staying at ********* *** for three nights with the cost of about $461, but the hotel charged me $762 for buying points. It does not make sense to me. In addition to that I had a lot of points in my Marriott Bonvoy account before July 30, plus a free night as they claim at the time, I made the reservation. I am very disappointed with the way Marriott tried to resolve this issue. BBB is the only organization that can help me solve this problem. Please find attached the receipt from Marriott Corporate Office of Consumer Affairs, Corporate Liaison, said “spoke to guest and he let us know that he had already received a partial refund and is happy with resolution.” Yes, it is true that it was a refund of about $500 on my visa card from Residence Inn in the beginning of September, but it is not there anymore.
  Now, Marriott said “Marriott's Office of Consumer Affairs has confirmed the member used the points that he is disputing being purchased. Since the points we used, they will not be a refund. Again, there is no refund due this member. Thank you for understanding, this is our final response in the matter.”
  Again, I did not use the points. I ended up staying at Residence Inn for three nights with the cost of about $461, but the hotel charged me $762 for buying points. It does not make sense to me. In addition to that I had a lot of points in my Marriott Bonvoy account before July 30, plus a free night as they claim at the time, I made the reservation. I am very disappointed with the way Marriott tried to resolve this issue. BBB is the only organization that can help me solve this problem. Please find attached the receipt from Residence Inn..
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/10/2023

  - It has been verified that the guest did use the points that were purchased whether it was with this stay or another they have been deducted from the guest's Marriott Bonvoy account for a reservation.

  - It is in our terms and conditions that once points are purchased they cannot be refunded.

  - The guest is not due any refund as previously mentioned.

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

  Customer Answer

  Date: 10/23/2023

  [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 do not agree with Marriott response.
  Is anyone capable at Marriott to respond to the following questions?
  What is the reason the refund of $500 from ********* *** that was made in the beginning of September, is not in my **** card anymore? 
  In what world, a customer spent 3 nights at the ********* ***, with a cost about $472, but the hotel charged $765 for buying points?

  I also want to mention that I have plenty of points and a free night in my Bonvoy account before July 29 and Marriott was not aware about it.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/17/2023

  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 made a reservation at Fairfield Inn in Fort Walton Beach thinking it had a restaurant and beach umbrellas. When I arrived I realized neither one was there. The pictures on the website are not representative of the breakfast available. I must have been mistaken on the umbrellas, but it was a but disappointing. I checked in online and said we would be arriving around 1:30. When we got there, our room was not ready and would not be ready for 2 hours. It was raining so the beach wasn’t an option. There was another family waiting for just as long. I just can’t imagine housekeeping not being able to clean 2 rooms in 2 hours, but especially since the checkout is at 10. When we were getting ready to check out I asked if we could get a late checkout, that was also a no. I have been a member of Bonvoy for years but this was such a disappointing stay. At the front desk I noticed a “Fairfield satisfaction guarantee” and “as us about it” I asked and the manager came out. I said I wanted to ask about it. He said what do you want to know. You’re not getting a free room if that’s what you want. I could give you a small discount but only if you can show me where it says we have a restaurant and beach umbrellas. I wasn’t able to find it so it was my mistake I must have confused it with another hotel. One of the elevators was broken and everyone had to wait so long. Additionally we never had conditioner in the room. The manager never apologized for the check in wait, he said well our checkin time is 4 and you checked in by then. He said I didn’t have to stay there if I didn’t want to, since the elevator was broken. Surely all the rest of the hotels were booked too, especially that we had a suite. He said if I go to contact Marriott directly they will just loop me back to him. I wasn’t looking for a free night. But the attitude and lack of response from Marriott online when I submitted a complaint has really aggravated me. A different attitude from the manager could have made all the difference in my experience. The rest of the staff was great

  Business Response

  Date: 09/08/2023

  The Hotel General Manager has been in contact with the guest to apologize for her experience. The guest was informed that check in and check out requests are based on availability and not guaranteed. In addition, the Hotel General Manager shared that the hotel is committed to providing a memorable experience with exceptional service and invited the guest back to the hotel in the future.

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

  Customer Answer

  Date: 09/23/2023

  [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:
  Upon checkout it stated the Fairfield guarantee was a free night’s stay if you’re not happy. The manager said they are phasing it out. An invitation back is not exactly that. At this point I would like to ask and receive a free night’s stay for all the time and trouble. I was offered 10k points for Marriott. When I looked it up, it equaled to 1/4 of a night’s stay and that’s just not good enough. 
  

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

  Business Response

  Date: 10/03/2023

  Both the Hotel General Manager and Marriott’s Corporate Office of Consumer Affairs have been in contact with the guest to apologize for her experience. The guest arrived at 1:30 PM and was informed that the hotel did not have a room available. The hotel was later able to accommodate an early checked in at 3:30 PM despite their standard check in time of 4:00 PM. In addition, the guest was informed that she could check out of the hotel at no cost if she would like to relocate to another property due to her concerns regarding the elevator. After further communication with the guest, Marriott’s Corporate Office of Consumer Affairs offered Marriott Bonvoy points as a gesture of goodwill. The guest accepted the offer, and our office considers the matter closed.
  
  **** ******, Corporate Liaison, Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 10/07/2023

  [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: the Fairlfield guarantee is posted at the front desk. Both of the people I spoke to, blew it off like it didn’t exist. I told them both I was not happy. I’m not happy with their response and lack of ownership of the situation. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:08/16/2023

  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 am writing this letting concerning case # ******** that I opened with Marriot Bonvoy. . I booked reservations for three rooms on April 11th, 2023 at the Hollywood Beach Marriot in Hollywood Beach, Florida for a one night stay from August 13th, 2023 to August 14, 2023. The representative that I spoke to on April 11th advised categorically and without exception that the three rooms where covered by points. I repeatedly asked him if that was true because it did not seem corrected and he assured me all three rooms where covered. I was charged $442.39 and $431.09 for two of the rooms on August 13th. When speaking to a customer representative on August 13th, she transferred me to a supervisor who I believe said her name was *****. She told me that the representative on April 11th was able to book the rooms using a “points advance program” which was available at the time. At no time did the representative mention that the rooms being booked was contingent on me having x number of points by a certain date. She said I should have gotten an email in July. I did not receive an email. She said she was going to try and “fix it herself” which I am not sure what that meant but then the line dropped. I called back and spoke to Laura L who was another supervisor who berated me and explained that I was advised of the points advance in July of 2022. I said that was of no matter because the representative on April 11 did not make any mention of it and explain anything about it on the call. I requested that the call be pulled so she could verify the conversation. She said she was not able to pull the call. She opened the case. I received several emails from ****** * from the email [email protected] who gave me 5,000 points and subsequently offered me a $100 gift certificate. I did not want the points or the gift certificate. I want the $442.39 and $431.09 credit back to my credit card because I was told absolutely that the three rooms were covered by points. It is not my issue that the representative gave me the wrong information. He told me I would be getting three confirmations which I did. He told me to disregard the ones with the charges for $359.00 ish and see the last one that said Total for all rooms is $22.60. Again, I asked if he was sure and he said yet. I would like this rectified because I feel like I was dupped or the representative made a mistake. I feel like this is a case of fraud in terms of getting me to book the three rooms this year. I had stayed at the hotel in 2021 and 2022 but the cost was very high and had he not said it was completely covered by points, I would not have booked it this year. It was too expensive for me to afford this year. Kindly respond and advise that due to the representative’s gross error that my credit card will be credited back for both charges of $442.39 and $431.09. I am also sending a copy of this letter to the Better Business Bureau and my local Congressional Representative to advise of Marriot’s practice of dupping customers into thinking their stays are covered by points when they are not. Please see the confirmations for the three rooms on the pages that follow. Thank you, ,***************************

  Business Response

  Date: 09/06/2023

  Marriott's Corporate Office of Consumer Affairs has reached out to the guest addressing the issues presented. We have informed the guest we have nothing to substantiate their claims; therefore, no refund can be provided.  Although we were unable to honor the guest's request for a refund, as a gesture of goodwill, we offered a Marriott Bonvoy gift card.  The guest declined.

   

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