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:05/05/2023

  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.

  Last year, I had two business trips one on 10/16-20/2022 to Brussels, Belgium and one on 12/14-18/2022 to Seoul, South Korea. Because of the time changes, I mis-calculated when I would arrive and sought to change my reservation to accurately reflect my arrival. However, Marriott would not allow me to amend my reservation. Furthermore, they charged me for a nights stay that I did not use in both cases. This business practice is highly problematic. To charge consumers for a service that they did not receive is exactly what President ***** has accurately described a junk fee.

  Business Response

  Date: 06/02/2023

  After extensive research we can confirm that the guest is not eligible for a refund for the unused nights on his two past stays.
  Marriott's Corporate Office of Consumer Affairs referred the guest to terms and conditions of both reservations which he received be email from Marriott Bonvoy on September 27, 2022 and November 28, 2022.

  Customer Answer

  Date: 06/02/2023

  [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:05/02/2023

  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 booked a room for two nights & they charged me for three..supposed to be over $500 a little ..ended up $500. +$285..please I would like a refund on my account.. Thank you. The hotel is Marriort Austin in Round Rock Texas..

  Business Response

  Date: 05/27/2023

  Marriott's Corporate Office of Consumer Affairs has spoken with the guest who has confirmed that her billing issues have been corrected.
  ***** ******, Corporate Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:04/19/2023

  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.

  In late December 2022 I completed the requirements to achieve "Titanium Status" through my **************** Bonvoy card and Marriott Bonvoy Account ***********. When achieving Titanium Status the member is entitled to a selection of rewards that includes a free night and some other options which are of objectively lower value. The member is unable to select the benefit until receiving a notice from Marriott. I checked for this notice as well as inside the app daily from the time I completed the requirements but no selection was possible. In January I received a notice from Marriott informing me that I have selected "5 suite nights". This is a worthless benefit of no value to titanium members because titanium members are always entitled to free upgrades to a suite when available. When I complained numerous times about this no action was taken to correct the problem.To be clear I did not make or approve any "automatic selection" I did not receive any notice to make a selection and when I checked the Bonvoy website and the Bonvoy app daily no opportunity to select an award was available. This card carries an extremely high annual fee of $650 and is not acceptable to allow Marriott to cheat the card holders out of the rightfully earned benefits. I also have a friend holding the same card who received the exact same treatment from Marriott Bonvoy and Amex. This is a fraudulent bait and switch on the benefits.

  Business Response

  Date: 05/16/2023

  The Marriott Corporate Office of Consumer Affairs has responded to the customer. Unable to honor request to replace the Suited Night Awards with a Free night Award, however 40K Marriott Bonvoy points were awarded, which is the value of the free night certificate. A link was also provided to the customer that he may use once he is eligible to receive the Annual Choice Benefit and allow the customer to make the selection prior to January 7, 2024. 

• Initial Complaint

  Date:04/06/2023

  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 have a reservation and a room booked from April 5 - April 7th. For some reason, today (April 6th), I received a folio stating I was only there for one night. When I called, I was transferred to four different individuals, and I finally got in touch with a very rude "manager" of yours, by the name of ****. I would say **** is the exact opposite of what Marriott Bonvoy would set for a standard for helping customers. He was rude, unprofessional, and unwilling to help me. He told me I had to go to the front desk or I would be charged for another night when I told him to not worry about getting me another night, and I have already left for the day to go to work. This experience was so bad that I have cancelled my reservations at this location over the weekend and have gone elsewhere. I would like my money credited back for any charges incurred from April 6th - April 7th as this was clearly a Marriot mixup of the reservation, and not mine. **** was more worried about arguing with me that ******* uses ******* to book reservations than he was trying to help me.

  Business Response

  Date: 05/02/2023

  The Director of Rooms has communicated with the guest.   The guest has been informed that she will not be refunded.  
  
  ****** ******, Corporate Liaison, Marriott's Office of Consumer Affairs"

  Customer Answer

  Date: 05/05/2023

  [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:
  
  The "director" of operations did not fully investigate this case. He responded PRIOR to having the information and his mind was made up. He instead told me that he suggests "contacting my credit card company" to dispute the charge. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:03/31/2023

  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.

  I have stayed at countless Marriot locations around the country and typically book Marriot when I plan to travel personally and professionally, however, after my experience at the Spring Hill Suites by Marriot Fort Lauderdale Airport & Cruise Port location in Dania Beach, FL; I will no longer book with Marriot. I secured my reservations several days in advance using a government credit card as I always have and have never had an issue with checking-in with this payment method. Upon check in at this location, a staff member quickly took my information while helping another customer and then immediately told me that they could not use this card and that they do no accept cards without the room holders name physically printed on the card. I informed the staff that I was hours from home and booked in advanced; that was disregarded. I was never asked about a prior credit card authorization, as every previous booking has informed me they require such at the time of booking the reservation. The on duty manager, *****, rudely addressed my concern when I asked to speak with her and then told me I was lying when I referenced speaking with customer service early in the day and was assured that I could check-in without issue. ***** was discourteous, rude, and dismissive; despite calling me a liar. I asked to speak to her superior and was given a number to reach the manager, however, when I later called the number, the initial staff member that refused to help me answered and told me that the manager could not be reached until the following day. I questioned why they gave me a number for the manager under false pretenses and was rudely informed of the managers work schedule. Marriot has lost both my personal and professional business due to this experience and the treatment that I received at this location. Marriot states that they hold their staff to a level of excellence in order to provider a high level of customer care, however, that is not the case in this situation.

  Business Response

  Date: 04/19/2023

  Marriott's Corporate Office of Consumer Affairs has further mediated on the guest's behalf with hotel leadership. The General manager has contacted the guest by email  to apologize and offered 10K Marriott Bonvoy points. Please see GM's response below: 
  

  From: *********************** (F)<************************************************************>

  Sent: Tuesday, April 18, 2023 1:34 PM
  To: *********************
  Subject: Concerns relayed to the Better Business Bureau for your recent stay at the Springhill Suites Ft. Lauderdale
  
  Dear ****************
  
  Your concerns presented to The Better Business Bureau have been referenced to me for a response. First, thank you for being a valued Bonvoy Member and guest. I wish I had the chance to meet with you in person, and also wish I was reaching out under better circumstances. Unfortunately, I can tell from your email that you were not provided the proper communication or service in general. Regardless of our policies, there is no excuse for lacking an empathetic touch and understanding of how your issue could have been resolved where you would have felt that everything was done to provide you options or a resolution to your concern. Again, I apologize for the lack of proper communication, courtesy, and, simply enough, genuine customer service during your interaction. I am honestly disappointed and embarrassed about the experience you described during your stay.  
  
  I've been in the hospitality business for over 23 years. I can remember how simple it was to have your credit card processed without a challenge. Unfortunately, through the pandemic and since, we have experienced a significant increase in credit card fraud, causing more restrictions and policies on how we process credit cards. Our hotel is a franchise, and although it ensures to abide by Marriott standards, it has different guidelines than other hotels you have traveled to regarding how to handle credit cards. I can assure you that how this occurrence was handled is nerve-wracking for me because you now have a tainted view of our hotel. I believe that we could have provided you with better information and options to facilitate your check-in.   
  
  Please accept my sincere apology for this awful experience. I have added 10,000 Bonvoy Points to your account as a token of appreciation and also for your unsettling inconvenience. I am grateful that you reached out with your concern. Although the individual mentioned in your communication is no longer employed with us, I will use this as a coaching opportunity with my team to ensure this does not happen to another guest.
  
  Please do not hesitate in reaching out should you have any additional questions or concerns to my email ************************************************************ 
  
  Kind Regards,
  
  Kind Regards,
  

• Initial Complaint

  Date:03/30/2023

  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.

  Marriott is refusing to refund a $4000 charge they placed on my Marriott Rewards Chase ****, a charge assessed unbeknownst to me until I called Marriott a week later to find out if they had tennis courts at the property. I never authorized prepayment in full, non refundable-cancellable-modifiable terms when I made the hotel reservation on 3/12/23 for a 5 night stay beginning 5/25/23. As a loyal Platinum Marriott rewards member (regularly reaching Titanium Elite status), I have been told over the years regularly that I am entitled to cancel my Marriott Hotel reservations the day before a stay, even the day of the stay. This hotel in question is the Los Suenos hotel in Costa Rica. Since realizing on 3/20/23 of these unconscionable terms that were not divulged to me at the time I made the reservation on 3/12/23, I have spent countless hours (over apprx 12 hours, as I file this complaint on 3/30/23) talking to customer service reps from Marriott and ***** Marriott ****. Marriott has provided no true customer service, and no reasonable resolution to this problem. I fell into a trap here, was duped by fine print, guerrilla-type, fraudulent tactics. These "gotcha" business tactics employed by Marriott Hotels Inc are unacceptable, egregious, outrageous and atrocious. When I call Marriott to dispute these charges, they thank me for my loyalty, and then proceed to play hardball and refuse to simply refund me my $4000 for this hotel stay that is not even scheduled for apprx 60 days away. A fair resolution to this problem would be quite simple, i.e.: "I am sorry for the misunderstanding *** ******, Marriott has refunded the $4000 to your Marriott Rewards ***** ****, and we hope you will continue to consider Marriott Hotels as your preferred hotel in the future. We apologize for this confusion." Instead, I have been met on every call with hardball, rude, inflexible, unreasonable responses. Marriott CEO ***************************** has failed to respond to my 3/27/23 e mail.

  Business Response

  Date: 04/17/2023

  Marriott's Office of Consumer Affairs has confirmed that the guest was given an option to modify his dates as a one time exception. The guest has chosen to keep original dates and proceed with the stay. Thank you.
  ***** ******
  Corporate Liaison
  Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 04/19/2023

  [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 should refund the $4,000. I was looking for a refund of money wrongfully and prematurely taken, not a modification of dates. The prepaid terms of the reservation were not readily apparent at the time of reservation. The terms were hidden on approximately page 7 of 8 in fine print of an e mail sent after the reservation was made. Page 1 of the e mail said "Deposit," not "Pre-Paid in Full"  Prudent, honorable, trustworthy, fair-minded, and reasonable hotels who truly appreciate their customers should charge after a hotel stay, not nearly 3 months prior to the hotel stay without proper notice of such unconscionable confiscation of $4,000. If a misunderstanding such as this comes to light soon after the reservation was made (one week from the date of the reservation), the hotel should honor the request for refund. The hotel should refund the money in full. The hotel has provided no service or lodging to this point, only continued stress and anxiety about a trip that was supposed to be relaxing. I would expect better customer service to be provided here, especially considering that the customer is a near lifetime Marriott  Hotel Platinum Elite member. Marriott should reconsider this response, and simply provide a refund in full to the Marriott Rewards ********** card since no service or lodging has been provided thus far, and the hotel stay is not until 36 days in the future from the date of this communication.

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

  
  

  Business Response

  Date: 04/27/2023

  Marriott's Office of Consumer Affairs has confirmed that the guest was given an option to modify his dates as a one time exception. If the guest decides to cancel he will forfeit the entire prepayment. Thank you.
  ***** ******
  Corporate Liaison
  Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:03/25/2023

  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.

  The hotel room was nasty upon checking. Found hair strands in bed, shower and towel holder. Asked for another room but the were full. Spoke with mgr the next morning and he apologized but my room was still not clean when I returned. Why should I pay full price for a room that was dirty at check in. Also, all hotels were full in the surrounding area. So I could not book another hotel and my room were prepaid.

  Business Response

  Date: 04/14/2023

  
  Hello ************,
  
  This is to acknowledge our conversation and thank you for taking the time to contact us regarding the Courtyard By Marriott Auburn.
  
  I would like to again extend my sincere apologies for the less than perfect experience. I am very thankful to you for having brought to our attention these areas of opportunities you kindly detailed. It is only through the valuable feedback from loyal customers like you when we realize we may have areas to improve upon, in order to meet, and exceed, our guests expectations.
  
  As a goodwill gesture we added 35,000 points to your Bonvoy account.  We appreciate your loyalty, and we look forward to serving you again.
  
  Sincerely,
  
  ***************************
  Corporate Liaison
  Office Of Consumer Affairs
  Marriott International, Inc.
   
  

• Initial Complaint

  Date:03/24/2023

  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.

  2/9 I reserved a room for 2/10. Checkin is 3pm. Arrived at 7pm, room not available and was told they were still being cleaned. We left and called an hour later and we’re told there was now a clean room for us. The room had hair on every single service of the bathroom. I have pictures. There were Asian beetles all over the walls and ceiling that night and the next morning. The fire alarm went off 10-11 times between 9 and 10:30 pm. There were several other issues, but these are the ones that justify some or all of my money being refunded because these are the ones that demonstrate that I did not get what I paid for or what was advertised. $147.84 is what I paid for a clean, comfortable place to rest available from 3pm 2/10 to 11am 2/11. 2/13 I sent detailed email requesting communication and a refund to the hotel manager. I included in the email that I did not want points. I sent the email again. I sent it it the sales person. There was a Bonvoy case opened. The property had it closed. I contacted Marriott. Another case was opened so that “the property will have to respond to you”. That didn’t make sense since they didn’t the first time. They still didn’t. I called the property 2 or 3 weeks after and left a msg and call back number for the manager. I STILL have not heard from her by phone or email. She added 5000 Marriott points to my account despite my initial communication indicating that was not an acceptable remedy as I did not get what I paid for. I could have paid $60 at a Budget Inn and at least checked in when I arrived and gotten hair and bugs for way less money.

  Business Response

  Date: 03/29/2023

  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 issued a refund.  We consider the issue resolved.
  
  ***** *******, Corporate Liaison, Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 03/31/2023

  [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 accept the refund as resolution to my complaint; however, Id like to note that I never received any response from the property at all. I was contacted by ***** in corporate, and she contacted the property. The property then issues the refund without ever acknowledging or returning any of my calls or emails. So, Im thankful the Better Business Bureau exists so that consumers have a resource when businesses refuse to be accountable. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:03/19/2023

  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.

  My Marriott Account #: ********. Dispute: Due to a Marriott system problem, I was unable to login to my Marriott's iOS app to book hotel stays during an international travel starting December 2022. Such issue resulting in all of my 116,975 Marriott rewards points was expired on 2/24/23. Detailed explanation: Despite entering the correct account information, I was unable to log in to my Marriott account and instead prompted to change my password, as shown in the attached screenshot.When attempting to change my password later on, I needed to receive an email in order to do so. However, because an incorrect email address was stored in their system, I was unable to receive the necessary email and subsequently unable to change my password to use the Marriott app.After researching, I discovered that Marriott does require users to change their passwords during certain events:*********************************************************************************************************************************. This measure presumably to enhance protection of user data. However, this system operation has objectively caused me to be unable to use the Marriott app to book hotels during my international travel, which in turn resulted in my points expiring. In other words, if not for this issue during my first international travel, I could have successfully used my points to book hotels before they expired, and I would not be facing this issue now.Therefore, it is unfair for me to bear the loss of expired points caused by their system settings.

  Business Response

  Date: 03/27/2023

  OCA Liaison reinstated the Marriott Bonvoy points and notified the guest via email.

  Customer Answer

  Date: 03/29/2023

  [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:03/16/2023

  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.

  Booked a room with Towneplace Suites (Marriott) of Canton Michigan on Feb 27 at a pre-paid rate of $345.87. My stay was to take place on March 4, checkout March 5. I received confirmation of my booking on the 27th but no notification from the system since. Upon arriving at the hotel on March 4, I was told my card was declined for the pre-booking and my reservation was cancelled. My only option was to book at the walk-in rate of $551.40. I was told at the front-desk that I should be able to follow-up with Marriott international afterwards and get a credit for the discrepancy. I have made several calls to both Marriott International (case number *********) and the local Hotel but no one has been able to assist me. The hotel claims they attempted to call me about the card being declined but I have no missed calls or voicemails from them. And my current phone was listed on my bonvoy account. The simple mistake here is that the system should notify the customer if a card is declined upon booking. Had I been notified, I would have supplied a working credit card and still been able to receive the better rate. Since I was not made aware of the cancellation until I walked in to get my room keys, I had to pay an extra $200 for a room.

  Business Response

  Date: 03/28/2023

  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’s General Manager sent a response to the guest and is issuing 5,000 Marriott Bonvoy Points as a goodwill gesture/resolution to the complaint.
  
  Thank you.
  Michelle T*****, Corporate Liaison
  Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 03/29/2023

  [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 will not be using Marriott hotels in the future due to this issue.  So points are of zero value.  They should refund me the $200.

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

  Business Response

  Date: 04/12/2023

  Marriott’s Corporate Office of Consumer Affairs talked with the guest and advised the advance purchase rate discount requires pre-payment.  If the pre-payment is not made the advance purchase discount does not apply.  A new reservation can be made based on availability, without the discount.  The rate details are available at the point of booking and include the right of the hotel to cancel the reservation if prepayment is declined. The hotel’s offer of Marriott Bonvoy bonus points as a gesture of goodwill is appropriate.  ****** **  Senior Corporate Liaison, Marriott’s Corporate Office of Consumer Affairs.  

  Customer Answer

  Date: 04/12/2023

  [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 was never made aware the card was declined until I tried checking in.  Marriott should do the right thing and refund the difference since its a flaw in their system.

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