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:08/10/2023

  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.

  August 9th check in , August 11th check out. Gaylord at National harbor in MD.

  Business Response

  Date: 08/30/2023

  Marriott's Corporate Office of Consumer Affairs and hotel leadership at the Gaylord National Resort & Convention Center spoke with *** ******* and apologized for experience. Hotel extended Marriott Bonvoy points due to inconvenience.
  
  *** *******
  Corporate Liaison, Corporate Office of Consumer Affairs 

• Initial Complaint

  Date:08/09/2023

  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 stayed at the hotel between aug 1-4 2023, after checking out i noticed a pending charge of 300$ placed on my account more than 24hrs after i had left in addition to the cost of my stay, when i contacted the hotel to inquire i was told to contact my bank if i felt the charge wasn’t justified, a heated exchange followed and the following day the 300$ charge was canceled only to be replaced by another 2 charges totaling over 1100$, these charred were pending charges and served no purpose other than to tie up my credit card balance as a petty retaliation to the previous argument, that makes 3 charges to my account made without my consent long after i left, proving that they kept a record of my credit card information and continue to use it

  Customer Answer

  Date: 08/27/2023

  The situation has been since resolved 

  Business Response

  Date: 08/30/2023

  The hotel's revenue manager has contacted the guest via email and has provided confirmation of the legitimate charges for the stay. Guest has been advised to contact his banking institution should he believe there are fraudulent transactions as the hotel does not have record of the additional charges guest has claimed in his communication. Revenue manager has provided his contact information should the guest have additional questions.

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

• Initial Complaint

  Date:08/09/2023

  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 was a guest at Fairfield Marriott in Anaheim, CA from 6/22/2023 - 6/25/2023. The hotel had headlice on the bed. I tried getting another room and I was told no rooms were available. I was traveling from out of town, and it was after 10 p.m. I figured it was an isolated incident.
  
  When I returned home, I noticed a few days later that my 3 children scratching their heads. I discovered they had lice. I have sent proof to the claim adjuster of the evidence and after numerous messages left in the period of 45 days, I finally received a call on 8/9/2023 from ###-###-#### and was told I would not receive a refund.
  
  I paid a total of $640.17 for the duration of the stay. I was given a claim number after I filed the complaint. I have spent countless hours and money to remove the headlice from my children. The entire situation was extremely stressful and draining. We should not have experienced this, and the entire ordeal has been a nightmare.

  Business Response

  Date: 08/30/2023

  Marriott's Office of Consumer Affairs has attempted to contact the guest without response. The hotel's insurance company and claims adjuster have the final determination for compensation. Neither the hotel nor Marriott International can override the decision made in regards to compensation and the guest should contact the claims representative for further questions.

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

  Customer Answer

  Date: 09/27/2023

  [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 have not received call from Marriott to resolve this issue.  My number is ************.  I would appreciate a call back.  Thank you.
  
  
  Regards,
  
  
  
  ****** **********
  

• Initial Complaint

  Date:08/06/2023

  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 booked a stay at the Tideline Ocean Resort and Spa in West Palm Beach for 7/28-7/31 back in May of 2023. I called the night before our arrival (7/27) and confirmed the reservation with no problem. When we arrived on 7/28 the front desk clerk stated that they had just been informed a few hours earlier that the resort would be closing and they would only be able to accommodate us for 2 nights instead of 3. The amenities such as dining/ bar/ room service were also unavailable.

  Customer Answer

  Date: 08/25/2023

  I have called Marriot customer service multiple times.  They have opened two cases to try and resolve this issue  promising someone from the business would contact me and both times they have closed the case without me ever hearing from anyone. 

  Business Response

  Date: 09/19/2023

  Hotel stated that they waived the resort fees for the guest, relocated her to another property and paid for that night. Guest reported that she only received partial refund. The Marriott Office of Consumer Affairs has attempted to contact the guest to assist with the additional refund, however has not had a response. Should the guest still need assistance with this issue please have her reach out to our office. 

• Initial Complaint

  Date:07/24/2023

  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.

  To whom this may concern, We had the most unpleasant surprise at Marriott Property, unlike any other Marriotts we stayed in the past. We experienced some situations Marriott SpringHill Suites Houston ***** Airport July 10th. that should be brought to senior management attention as well as the safety team at Marriott. We checked in and had to immediately checked out due to the condition of the hotel. My husband and son could not enter the bathroom without hitting their knees. It was a very tight space. My husband actually hit himself while trying to access the bathroom. The room furniture was also old and scratched and the room wasn't clean smelling. We stayed in that room no more that 30 minutes. We left and stayed at another nearby Marriott (Residence Inn Pasadena) where the staff and rooms were exceptional. We contacted Marriott 1-800 immediately since the hotel staff was not very helpful and they confirmed that the points and $50 charged would be refunded. At Marriott customer service we spoke to ***** and ********* and they confirmed that this would be back on the card within a few days. It's been over 10 days and this refund has not been processed. ******************* Member *********

  Business Response

  Date: 08/07/2023

  Dear *******************,

  Thank you for your claimed with Better Business Bureau.  We received communication from the hotel that they had reached out to you regarding your concerns.  Below was an email sent to you.  And you have disputed the charges with your credit card company, so there is nothing else the hotel can do.

  *********************** <**************************************************>
  

  Fri 7/21/2023 519 PM
  To:******************** <********************>
  Dear **************,
  Thanks for contacting us regarding your most recent stay at SpringHill Suites Houston *****. I am
  sorry that the standard of the room was not up to your expectation. The cancellation policy for the
  hotel room is 1 day before arrival. If you would like to cancel after passing the free cancellation
  period, it would be subject to be charged of cancellation fee. Upon checking out of the room, hotel
  informed tge guest that this reservation has passed its free cancellation period and is already
  checked in. Your reservation was booked with half points. I would like to advise you that the points
  redeemed has been returned to your account. Regretfully to inform you that we are not able to
  process a refund on the cancellation charge.
  With Hospitality,
  ****
  SpringHill Suites Houston *****

  Sincerely,

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

  Marriott's Office of Consumer Affairs

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

• Initial Complaint

  Date:07/20/2023

  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.

  We booked Westin Resort and Spa Boulevard Kukulcan Km 20, Cancun, QROO, 77500 Mexico for July 10-13 for ****** ********* through *******. Upon booking we knowingly purchases a nonrefundable package which included this hotel and also airfare through *******. Upon attempting to depart from Guanajuato Mx July 10 we were not allowed to board as our daughter was crying and as a result we missed our trip. We have contacted the hotel through ******* various time to explain the situation however the hotel declines a refund or credit. Again I understand we purchased a nonrefundable package however this event was out of our control and we did nothing wrong. I request the Westin offer us a refund or a credit for a future credit.

  Business Response

  Date: 08/08/2023

  Marriott's Office of Consumer Affairs confirmed that the guest will need to work with the third party vendor regarding this refund request. This was communicated to the guest by email. Thank you.
  ***** ******
  Corporate Liaison
  Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 08/10/2023

  [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 hotel staff are telling me one thing and the third party Expedia tell me another but neither are really assisting. Marriot Westin is just causing more confusion and is being misleading.
  
  
  Regards,
  
  
  
  ****** *********
  

  Business Response

  Date: 08/15/2023

  Our response remains unchanged. Marriott's Office of Consumer Affairs confirmed that the guest will need to work with the third party vendor regarding this refund request. This was communicated to the guest by email. Thank you.
  ***** ******
  Corporate Liaison
  Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 08/17/2023

  [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 have communicated with the third party and they have also communicated with the Westin. The Westin was given the response they requested from Expedia but Westin has not responded and has ignored my messages.
  
  
  
  Regards,
  
  
  
  ****** *********
  

  Business Response

  Date: 08/25/2023

  Our response remains unchanged. Marriott's Office of Consumer Affairs confirmed that the guest will need to work with the third party vendor regarding this refund request. This was communicated to the guest by email. Thank you.
  ***** ******
  Corporate Liaison
  Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:07/05/2023

  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.

  JUNE 18 CHECKED IN RESERVATION# ********. HAVE NOT RECEIVED THE $50.00 INCIDENTAL CHARGE TO MY DEBIT CARD ON FILE . PER THEIR POLICY THIS IS TO BE RETURNED TO ME WITHIN 3-5 DAYS. 2 ROOMS WERE BOOKED UNDER THIS RESERVATION. ONE ROOM I RECEIVED THE $50.00 BACK . 2nd ROOM I HAVE NOT. HAVE PUT IN MANY PHONE CALLS TO ACCOUNTING AT THIS LOCATION. NO CALL BACK CALLED THE MANAGER AT THE LOCATION NO CALL BACK EITHER . CALLED MARRIOTT CORPORATE THEY INFORMED ME I HAVE TO TAKE IT UP WITH THE MANAGER AT THE LOCATION. UPON ENTERING THE ROOM , WE SAW BURN MARKS IN THE CARPET WHICH WE INFORMED THE FRONT DESK, THEY NEVER NOTED IT. ROOMS WERE MUSTY AND OLD . FUTURE WILL NOT STAY AT ANY MARRIOTT , BAD CUSTOMER SERVICE . HOPE BBB CAN GET THEM TO REFUND ME THE $50.00

  Business Response

  Date: 07/13/2023

  Marriott's Office of Consumer Affairs and the Hotel's Accounting Manager have been in touch with the Guest. The guest has been informed that she will be refunded. 
  
  ****** ******, Corporate Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:06/30/2023

  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.

  Booked hotel stay at courtyard Marriott Bahamas 6/30/2023-7/3/2023 was charged for a double bed room. Due to a major flight cancellations thousands of passengers were effected during those days so no available flights it was posted on *** and *** news. I am requesting to have a voucher credit of the total amount of the stay which is $972 the website has posted no refund or cancellations but I am asking for a courtyard Marriott credit of the amount that I could use to apply to another courtyard Marriott. I can’t afford to just loose that much money through no fault of my own with a justification of no refund or changes. It’s bad enough our chance to go to the Bahamas first time in years was canceled but to then loose the money as well for the room is too much PLEASE at least give me a credit voucher for 3 days that can be applied to another courtyard Marriott or at least to the same place again to be used at a later date for a 3 day weekend. Please note the $1800 that I spent just for the airline which was ****** it will take 3 weeks for them to refund my ticket so for the July 4 th weekend there is a total loss of $2,772 I know to some people that is not a lot but to a hard working person that doesn’t make that much money and trying to finally have a vacation and do something nice for my partner it is devastating. Please credit me the 3 nights. REF# ********

  Business Response

  Date: 07/28/2023

  Marriott's Office of Consumer Affairs has spoken with the guest and confirmed that the third party booking company has provided a refund.
  - **** ****, Liaison, Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 07/31/2023

  [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:06/29/2023

  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.

  Date of Transaction: 06.07.2023 The amount used: *********** Travel Rewards and charged 231.77 on one card and another charge of 148.36 on another card. One-day stay at the New York Marriot Marquee for 06.18.2023. I asked the front desk for someone to talk to about my room, and they told me to leave a review instead. I then called, and they filed a report #***-***-**** on 06.19.2023. I asked them how long it would take to get back to me, and the supervisor on shift told me she didn’t know the process. It is now 06.29.2023, and nobody has contacted me about my stay or a refund. The hotel committed to providing me with a hotel. A hotel offers a place to sleep and shower. I wasn’t able to do this. See below: I’ve never stayed at such a horrible hotel. Where do I start? 1. Tub was clogged See Picture C in Document. My mother took a shower, and the drain took forever to drain her water. I had no choice but to shower with my feet submerged in dirty water from her shower. To make matters worse, my partner also needed to shower and refused to shower in submerged dirty water. 2. Upon booking, we stayed one night at the Marriot with a time square view and double beds. The description of this room only said “ double bed. “ See the attached picture A in doc of 1st booking .that is what we got for double beds. One guest was on one bed and my partner was on another bed. We slept with no issues because it was a true double bed! The second room we booked was described as a “ double bed “with no time square view See picture B in doc. No description of the bed size other than just “ double bed .” Being in both rooms would allow me to experience the difference in beds. We both did not fit on this bed. My argument is the description for both rooms was just “double beds. “ Bed caused neck and back pain. 3.Dining: Don’t dine here. The drinks are not well made. The food is not up to par. We were very sick the next day from the food. We have video's, file too big to upload.

  Business Response

  Date: 07/20/2023

  Hotel management has contacted the guest to inform her that they have processed a refund to the credit cards on file. As a token of apology and gesture of goodwill, the hotel offered to post Marriott Bonvoy points to the guest's account. The guest is happy.

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

• Initial Complaint

  Date:06/26/2023

  Type:Billing 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.

  6-8-23 Stayed a week at the residence inn in Milwaukee, WI. We booked and paid for our stay through a travel agent who went through ****** vacations. The hotel did not ask for a card to put on hold for incidentals at the time of check in. We had a rental and knew we had to pay for parking as a separate charge, at check out. We checked out in the morning and I handed them a different card than what I used to pay for the trip to pay for the parking fees. Once we got home and I checked my banking account I noticed 4 pending charges and none were related to the price of the parking fee then I noticed that $1154 was taken out of my account. I called to see why this was charged and I was told it was a mistake on a night clerks end and they didnt know why there was 4 pending charges. I was able to get my bank to reverse the pending charges and after several days or talking with the general manager I was able to get $964.35 put back on my card. (This WAS NOT done in a timely manner!) A few weeks go by and I check my bank account that goes with the card I used to pay for my trip and it has now been charged for the $964.35 WITHOUT my approval. We have once again tried to contact the general manager with no response back.

  Business Response

  Date: 07/07/2023

  Marriott's Corporate Office Of Consumer Affairs has spoken with the guest regarding their refund request. The guest has confirmed the General Manager of the hotel has processed the refund and it has been received in full. Marriott's Office Of Consumer Affairs will be sharing the guest feedback with the appropriate parties.
  ***** ******, Corporate Liaison, Marriott's Office Of Consumer Affairs