Business Profile

Hotels

Marriott International, Inc.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 20 complaints handled through our conciliation process.

Complaints

Name: Marriott International, Inc.
Address: 7750 Wisconsin Ave, Bethesda, MD, 20814-3522, USA
Telephone: (301) 380-3000

This profile includes complaints for Marriott International, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

3,095 total complaints in the last 3 years.
1,079 complaints closed in the last 12 months.

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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:06/20/2023
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.
Dear Sir/Mdm, I am writing to seek advice to deal with an issue with Marriott Hotel, Fairfield Inn & Suites Savannah Downtown in Savannah, Georgia. I want to seek assistance in pursuing a refund. On March 29, I made a reservation for Apr 6-10 at the hotel, stayed, and paid USD 965.87. However, prior to the stay, I had mistakenly canceled two other bookings, April 6-8 (USD 514.85) and April 8-10 (USD 375.86), at the same hotel, which I only realized a month later were non-refundable. I contacted the hotel management twice after noticing the charges on my credit card statements ( generated a month later). I am an authorized user of the credit card used, which is issued under my spouse's name. As such, I do not receive real-time notifications of transactions and only become aware when monthly statements are generated. While the hotel refunded USD 375.86, they refused to refund USD 514.85, claiming that I had notified them late. But I had also called in after the stay to request the refund of USD 375.86. For the second booking, it took 5 days to reach **. ******** *****, the Operational Manager, during my second call, as she was out of office or in meetings. Marriott Customer Service did not provide a satisfactory resolution, explanation or offer a justification for the hotel's decision. I wanted the hotel to consider my stay and grant a refund as an exception, instead of blindly enforcing the cancellation fee, given I had fulfilled my contractual obligations as a consumer by staying at the hotel and paying for a reservation. Additionally, I have attached three files for your reference: information regarding the paid reservation and the two cancellation, email correspondence with *** ******** ***** and Marriott Resolution team, and bank statement in late April. I sincerely appreciate your time and consideration in addressing this matter. Your guidance will be invaluable in helping me navigate this situation. Thank you. Sincerely,*****
Business Response
Date: 07/03/2023
Hotel leadership has reviewed and declined any additional refund or compensation for this issue. The reservations were booked as advanced purchase, non refundable rates. An exception and waiver of one cancellation fee was previously provided as a goodwill gesture. No additional compensation will be provided. We must respectfully decline any further actions taken on this issue as occurrences of this nature are at the discretion of hotel leadership and we support their decision.
- **** ****, Liaison, Marriott's Office of Consumer Affairs
Customer Answer
Date: 07/05/2023
[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:
While I appreciate your attention to this matter, I would like to further discuss the situation and explore potential avenues for a resolution.

While I understand that the reservations were booked under advanced purchase, non-refundable rates, the inconsistency in the treatment of my reservations remains a concern. I was treated as if I did not stay at the hotel at all, even though I did, for 4 nights. There was no consideration of this fact at all by the hotel's management- the hotel seemed to have disregarded and treated me as if I had not stayed at the hotel at all.

I am grateful for the waiver of one cancellation fee provided as a goodwill gesture. However, I believe there are valid grounds to argue for additional compensation or a refund for the second cancellation.

I kindly request a more comprehensive explanation of the specific terms and conditions that govern situations where a customer unintentionally cancels a non-refundable reservation but still stays at the hotel. Understanding these terms and conditions will help me evaluate the fairness and reasonableness of the hotel's decision and determine if there are any legal implications that may warrant further consideration.

Moreover, while I appreciate the discretion of hotel leadership in making decisions, it is important to ensure that these decisions are not arbitrary and are based on fair and consistent principles. In this regard, I would like to explore any legal aspects and protections that may be relevant to my case. I kindly request your assistance in providing insights into the legal framework surrounding non-refundable reservations and the rights of consumers in such circumstances.

I approach this matter with the sincere hope of finding an amicable resolution. As a valued guest, I believe in the importance of maintaining a positive and mutually beneficial relationship. Therefore, I kindly urge you to reconsider the decision and explore potential options for a fair and just resolution that upholds the principles of consumer protection and maintains the reputation of your esteemed hotel.

Thank you for your attention to this matter. I look forward to your prompt response, as it will greatly contribute to the clarification and potential resolution of this issue.

Regards,
*****
Initial Complaint
Date:06/20/2023
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.
March 3-5 of 2023 I stayed at the Kinley Chattanooga Southside Marriott hotel in Chattanooga. Per their policy they pay $100 if they fail to give you a gift at check-in based on status. They failed to give me a gift at check-in. I reported the incident and at first they gave me the run around. Then through emails finally agreed to pay. After several more emails they said they’d mail a check in roughly 30 days. Post that email in April they have been unresponsive. It’s June. They have also said since my status reduced end of March i need to contact different employees and essentially start my communications from scratch.
Business Response
Date: 07/03/2023
To whom it may concern,

On the 20th of June 23, our Case Resolution team has advised you that we will honor the Guaranteed Welcome Gift compensation as it is published on our website <******************************************************************************;. You also been advised that a check was issued on the same sate and it may take 6 weeks to arrive to your postal address. Additionally, you have been offered a bonus of points as a token of our apologies.

***********************, Corporate Liaison, Marriott's Office of Consumer Affairs
Initial Complaint
Date:06/19/2023
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.
After purchasing a hotel room from this establishment, it was quickly found that the hotel did not provide a clean hotel stay. Upon entry to the room, the previous occupants room keys were still present. A used bar of soap was left behind on the dish. The sink had not been wiped down. Drinking glasses had not been cleaned, but rather just wiped with a dirty cleaning rag (chemical streaks were still present), and trash/debris were still present. It also appears that the bed sheets were never changed. Instead, they appeared to have just been made. I have attempted several communications with the hotel, including: Notification to the front desk at the time of finding. Notification to the front desk at check-out. Emails sent to **. ***************** (General Manager); however, to date, not response has been provided. Additional issues include use of a murphy bed, which is not per Marriott standards for the primary bedding and the Toilet paper holder being left on the floor.
Business Response
Date: 07/10/2023
Marriott's Office of Consumer Affairs contacted the hotel's General Manager, who addressed all guest's concerns and offered him Marriott Bonvoy points as compensation.
****** *****, Marriott's Office of Consumer Affairs.
Customer Answer
Date: 07/12/2023
[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 the offer extended does not address my original request for reimbursement of the stay. The offer of 7,500 Marriott points does not come close to the cost associated with the hotel stay, the cost of cleaning materials secured, and time associated with cleaning the room myself and the inconvenience of the situation. A response has been sent to the GM of the hotel (*** ****) and is copied below for reference:

Email Response from ***** ***** to *** **** **** (Marriott GM)

"Good morning *** ****,

Firstly, my apologies for the delay in response. I have been traveling for both business and personal for the last several weeks none stop. I greatly appreciate your response regarding the matter below and appreciate your response regarding several of the issues discussed. You are correct, as an architect, I do approach my stays differently than most guests, especially when it comes to standards that I have come to expect after staying in Marriott properties for over a decade. While I do appreciate your comments below regarding taking corrective actions with your leadership team, I still retain concerns regarding why these policies would not have been in place for a hotel that has been operating for several decades. Be that as it may, how the hotel is run is obviously at your discretion.

With regards to the room (Rom ***), thank you for the description regarding the reasoning for the murphy bed. While this does make some sense to me, as a personal note, I would strongly recommend the installation of a murphy bed that is more structural suited for the commercial and hospitality industry. Again, this is just my personal opinion based on the constant creaking, sharp edges, and failing wood shelving on either side of the bed.

With regards to the Marriott Bonvoy points that are being offered, I am still a bit disappointed. Firstly, I had purchased a room that was to be clean, available, and at the Marriott standards the brand portrays. This hotel cost was $313.00 + taxes and fees totaling $361.95. I did not receive the hotel stay as contracted and feel that reimbursement for that hotel stay is warranted. Especially considering that I had to make a separate trip to the local store and purchase cleaning supplies and then spend my own time cleaning a room well enough for me to continue staying in it. Had the staff made an attempt to reclean the room after being notified, I may feel a bit differently; however, no attempt was made and even required me to strip the used bed linens from the bed and remake the bed. Given your experience in the hotel industry, I believe that if you had paid a premium to stay in a clean hotel room, ready for your arrival and ended up needing to purchase cleaning products and clean the room yourself including striping dirty linens, you would likely feel the same way as I do. Again, while I appreciate the Bonvoy points offered, sadly Bonvoy points don’t carry the same weight as they once did and I am still left having spent a large sum of money for a room that was not even close to satisfactory. In addition, based on the current rates, to reserve a room at your own property is in excess of 21,500 points at standard operating prices. Given the price I paid for the room on the night of my stay, the amount of Bonvoy points to recoup my stay would need to be in excess of 27,000 points; however, as mentioned previously, I am pursuing reimbursement for the stay at the property as the stay was no where even close to satisfactory.

Again, I appreciate your communication and offer; however, as mentioned above feel that this discussion needs to be further addressed.
Thank you,"

Regards,

*********************
Business Response
Date: 07/22/2023
Marriott International respectfully requests an extension to today's deadline, we do not have an update/resolution at this time.

- ******* *********************, Sr. Liaison, Marriott's Corporate Office of Consumer Affairs
Business Response
Date: 08/09/2023
The hotel's GM apologized with the guest, offered 17,500 Marriott Bonvoy points and a full refund as a goodwill gesture.
***********************, Marriott Office of Consumer Affairs.
Customer Answer
Date: 08/11/2023
[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. I appreciate Marriott's assistance with this issue.

Regards,

*********************
Initial Complaint
Date:06/17/2023
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 Sunday, June 11, 2023 made three (3) Room Reservations at the Sheraton Pentagon City Hotel – 900 South Orme Street – Arlington, VA 22204 – (**** ******** using their “Prepay Rate is REFUNDABLE if Cancelled with 24 hours of making Reservation” Below is the Refund information taken directly from the Sheraton Pentagon City Hotel website Prepay Non-Refundable Getaway Downtown • Prepay In Full • Non-Refundable If Cancelled More Than 1 Day After Booking • See Rate Details Rate Details Cancelling Your Reservation • You May Cancel Your Reservation For No Charge Before 11:59 Pm Local Hotel Time On June 12, 2023. • After This Time, Please Note That Your Prepayment For This Special Rate Is Non-Refundable. As per the attached Cellphone Screenshots from text messages from Sheraton Pentagon City Hotel confirming Cancellation Monday, June 12, 2023 at 9:14 pm (EDT) and Monday, June 12, 2023 at 9:58 pm (EDT) On 06/16/2023 Contacted Marriott Bonvoy Elite Services making complaint against the Sheraton Pentagon City Hotel charging my credit card $1,761.88 On 06/17/2023 Sheraton Pentagon City Hotel responded with a cut and paste "snippet" of the room rate booked and deliberately hiding the "Refund Requirements" I am very disappointed with Sheraton Pentagon City Hotel and find it very disingenuous the Hotel would intentionally attempt to defraud me from getting $1,761.88 ($765.68 Cancellation #******** + $617.96 Cancellation #******** + $378.24 Cancellation #********) refunded to my Marriott Bonvoy ******** ******* card ending *****
Business Response
Date: 07/19/2023
Marriott Office of Consumer Affairs contacted the Front Office Manager who promptly processed the refund.

****** *****, Marriott Office of Consumer Affairs.
Initial Complaint
Date:06/13/2023
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.
See letter attached. Marriott Bonvoy failed to notify me of all of my 200,000+ points being removed even though I thought I had a qualified stay.
Business Response
Date: 06/27/2023
OCA Liaison spoke with guest and followed up with an email. Member's points were reinstated as an exception.
Initial Complaint
Date:06/11/2023
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,My Marriott Bonvoy number is *********. I was a Titanium member last year, and was re-qualified to Titanium for the current year. In my understanding, I would give a selection of Annual Choice Benefit when I reached 75 elite nights. However, I have never received the benefit. I reached out to Marriott customer service several times but have never heard anything back from them. Could you please help resolve this issue so that I could get the benefit I earned? In addition, given that its already half of the current year and I have list many opportunities to use the benefit (I would select suite upgrade), it would be great if Marriott could kindly consider some types of additional compensation for this. Thank you very much!
Business Response
Date: 06/20/2023
To whom it may concern,

Marriott’s Office of Consumer Affairs reviewed the member's loyalty account and in 2022, the member received two batches of 5 nights Suite Night Awards certificates (10 certificate in total) on 10th Jan. 2022 and they expired on the 31st Dec. 2022. This fulfills the Marriott Bonvoy® Annual Choice Benefit. For more information about this benefit, please visit <*************************************************>

Ana B*******, Corporate Liaison, Marriott’s Office of Consumer Affairs
Initial Complaint
Date:05/30/2023
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.
We booked a room at the JW Marriott in San Antonio months in advance to stay 5/27 thru 5/29. I did the pre-checkin the day before our arrival. We arrived at the hotel on 5/27 around 3:50pm - 10 minutes prior to the 4pm checkin time I was given. When we arrived, the woman at the front counter told us the room was not ready and that we should go out by the pool. I told her we had luggage and a baby whose diaper needed to be changed and nowhere to change the baby or into bathing suits and she just shrugged at me. I asked when the room would be ready and she refused to answer. I asked to speak to the manager and he was even less caring than she was and also refused to answer when the room would be ready. I told him I did not want to stay there if they couldn't tell us when the room would be ready and he said fine and to go have the front desk woman cancel our reservation and provide our money back. She told us she did and said the charge would drop off in a couple days. Now Monday morning I see I have been charged $524.21 by this hotel that could not provide me a room when I arrived. I would like my money back for the hotel I never stayed at because this hotel did not have a room for me and would give me no guarantee that we would ever have one that weekend.
Business Response
Date: 06/15/2023
Marriott's Office of Consumer Affairs and the Hotel's Rooms Operations Manager have been in touch with the Guest. The guest will be refunded. .

****** ******, Corporate Liaison, Marriott's Office of Consumer Affair
Customer Answer
Date: 06/18/2023
[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:05/29/2023
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.
Travel date was 3/17 to 3/19/23. 3/16 weather took a turn for the worst Tornado's were hitting thru out Texas. On 3/16 I called JW Marriott to cancel my 2 hotel rooms. I notice JW Marriott had charge me 570.91 for each room. I called them on 3/19 and told them I had cancelled and the girl on the phone stated she would have the charges refunded. So far nothing has happened. My credit card company has been trying to get charges reversed as well as the 3-party company that I booked with. They have refused to refund my money even though I cancelled the day before. The credit card company keeps providing provisional credit and thenJW Marriott will reverse it again. Please see the attachment
Business Response
Date: 06/15/2023
We have been in contact with the guest and this issue has been resolved.
******************************;
Office of Consumer Affairs
Marriott International
Customer Answer
Date: 06/22/2023
[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. I have received the refund from Marriott.

Regards,

*************************
Initial Complaint
Date:05/24/2023
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.
I had booked a reservation for myself and my family at SpringHill Suites by Marriott Orlando at Millenia hotel. We had an unforeseen death in the family which prevented us from staying here. I immediately notified the hotel in advance. They advised because it was booked through ******.com that I would need to contact them. I am finding out now this information was false, and the hotel should have refunded the reservation since I notified them well ahead of the cancelation policy. I was assured this would be refunded. This $400.20 was paid to the hotel. ******.com put in a ticket to the hotel but then got back to me saying I would need to call the hotel and assured me this would be refunded. I have still not received a refund from Marriott for this stay of $400.20. Due to me notifying you of my situation ahead of time, I need this amount to be refunded immediately to my credit card.
Business Response
Date: 06/14/2023
Hotel leadership has reviewed guest's request for a refund and has contacted the third party booking channel to process a partial refund of the non refundable rate as a goodwill gesture. Hotel's Assistant General Manager has contacted the guest via email to advise.
*****************, Liaison, Marriott's Office of Consumer Affairs
Initial Complaint
Date:05/18/2023
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 stayed at this location (Courtyard by Marriott in Westborough MA ) for 2 days the first week of May. Later in that week , I discovered an unauthorized charge on my card in the amount of 34.67 . When I had called the property the same day I discovered this charge I had an associate from my bank on the phone who was witness to hearing ******** stating she saw the charge and that she would refund it back to me. Several days had passed and no refund had been issued. Whenever asked to speak to the manager of the property , *********** ****** , he was nowhere to be found. Several staff members would constantly lie about his whereabouts and location and avoid my phone calls . Finally on May 13th a supervisor from my bank assisted me on this matter. We attempted to call the hotel and ******** dismissed us from speaking to ***********. On May 15th bank and I reached out to property to be dismissed again inquiring about the fraudulent charge. In an email that Christopher sent to me that morning it stated that he had no record of the charge on his end.; when ******** had already admitted the previous week that she could see it, and said she would refund me. We were told by ***** at the front desk ***** was not on property today , yet when the bank and I reached out to Marriott CS a supervisor was able to reach him on the property. We were told by the supervisor at CS this was an error on the property's part, then saw the charge that was made without my permission. All conversations between Marriott CS and property have been recorded from my bank. I called property again on May 17th to get a hold of ***** and for him to apologize for his rude staff and taking money out of my account without my authorization. I called Marriott HQ to let them know about this unprofessional behavior . I expect strong disciplinary action taken in regards to this issue, which would include ***************************************** and ***** .
Customer Answer
Date: 05/22/2023
DD got call from consumer stating that she is legally blind and can't send email letter or fax but wants to close the complaint as resolved.

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Marriott International, Inc. is NOT a BBB Accredited Business.