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.

close

Find a Location

Marriott International, Inc. has 1260 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/14/2023

  Type:Sales and Advertising 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 have received an executed contract from the sales department for a meeting space on 05/06/23 for a family event. My Sales Coordinator, *******************, contacted me by email today (rather than a telephone call) to inform me that the meeting space I had reserved for my group had already been reserved by another party for the same date. It should be noted that she confirmed this date on 01/27/23. I signed and returned the updated agreement to her on 01/06/23. Since I am traveling far away, I needed to reserve the date far enough in advance in order to arrange all of the activities for my family reunion. I have already placed a catered food order to be delivered that morning for our family breakfast. In preparation for the event, I have already purchased decor. This annual event takes place over the weekend of my grandmother's birthday so there is no option for me to change the date. This event takes a great deal of time to plan. It is neither acceptable nor fair for me or my family to be subjected to this treatment. Having to speak with the GM in September last year after someone (********) told me that I had to make a group booking in order to reserve the conference room, was already a disappointing experience. According to the GM, if the date was available, I could reserve the room (and it was). Due to a change in my initial dates, I gave the hotel (*****) sufficient advanced notice so we updated the contract to reflect the new dates. This situation should not have been put upon my family as the result of an error on the hotel's part. This is especially true since my contract has been signed by the Sales Coordinator already. It is my belief that they have someone booked after me who may bring in more revenue that weekend, and now they are trying to inconvenience us due to the fact that we are expendable. This has been the worst experience I have ever had with Marriott. It would be appreciated if this matter could be resolved in a favorable manner.

  Business Response

  Date: 03/23/2023

  Marriott's Office of Consumer Affairs confirmed that the guests contract with the hotel will be honored. This was communicated to the guest by email. Thank you.
  ***********************
  Corporate Liaison
  Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 03/26/2023

  [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:03/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 5 2023, we were booked for an entire week at the residence inn opryland hotel. We drive 8 hours and arrived at the property to be told that they had a power outage and could not accommodate us. The Marriott chain did not contact us in advance, did not assist in rebooking at a different Marriott, offered us no help. We booked at a Marriott downtown Nashville which cost us 100,000 more points than the other hotel. It also cost us 50 per day for parking and extra for food as there was no breakfast. We put in a case to be followed up with as we assumed Marriott would at least give us the difference in points for our stay as it was a last minute reservation. It’s all we asked for was a deposit of points because we had to find a new hotel. We didn’t even ask for reimbursement of extra $$ spent. We received a very terse reply that said that Marriott was not required to do anything as the hotel was not operational. I find It very difficult to understand how a chain can not take responsibility for a hotel just not being available. We had previously been IHG members for a decade and will be going back to their brand as their customer service far surpasses this. We have had a few less important issues with IHG and were very satisfied that they take care of their customers. We travel at least 50 nights a year, git the bonvoy CC and were actively pursuing titanium status this year and we were going to discontinue our IHG membership as of this year but we are changing that to discontinue Marriott. Highly disappointed in the lack of concern for our well being and safety.

  Business Response

  Date: 03/23/2023

  Marriott's Corporate Office of Consumer Affairs has contacted the guest to apologize for the power outage that took place outside of the hotel's control. Marriott's Corporate Office of Consumer Affairs regretfully denies compensation in this circumstance due to the hotel not being operational at the time of the guest check in.
  
  Alexa P*****, Corporate Liaison, Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 04/01/2023

  [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:

  Marriott did not resolve my issue. I will submit a review on BBB as well as any other Avenue I can think of. It is preposterous that a chain would not provide assistance to make their customer whole after experiencing a cancellation of their entire 5 day vacation. I have already got back to IHG and have completed two stays since the incident. Stays that would have been Marriotts. Marriott threatened that I could Not copy any of their response email to me and has refused to allow me to review the hotel in question. The BBB is my only recourse since Marriott has made it impossible to share my experience. Rest assured that whomever I can Tell about this experience in my own words, I am Sharing the story 

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

• Initial Complaint

  Date:03/09/2023

  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.

  I booked one night of Spring Hill Marriott at Chicago Chinatown. March 4th-5th. Arrive same day they charge me $10 a card i used for booking, March 5th they hold me $50 for different card. I dispute $10 of case and getting back credit. but they still hold my $50. called them twice and email them said have wait 7 day to clear.(Sometimes our system automatically charges guest accounts, We apologize for any inconvenience). by Spring Hill.

  Business Response

  Date: 03/22/2023

   Dear ***************,
  
  Your letter to Marriotts Office  has been referred to me for a response.
  Thank you for taking the time to inform us of our response to your inquiry. Im sorry that we did not answer your questions fully.
  After reviewing your stay with us, I can verify that we did have 2 separate authorizations for your stay: $10.00 and $50.00 on 2 different credit cards.
  The $10.00 authorization on the card used for prepaying the reservation was completed in haste. This authorization should have been changed to zero when the system requested for the authorization.
  My front desk associate then requested for the full $50.00 that we require as an incidental hold per night on the card that you provided.
  
  I hope that Ive been able to answer your questions. Can you please let me know if the $50.00 pending hold is still showing on your end?
  If theres anything else that I can help with, please let me know at my information below.
  
  Sincerely,
  ******
  
  
  ****************************
  GENERAL MANAGER
  Springhill Suites Chicago - Chinatown
  ************************************ / *******, ** *****
  T ************  D ************  F ************
  

  Customer Answer

  Date: 03/22/2023

  [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. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:03/09/2023

  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.

  Reserved 2 nights March 8 and 9. Confirmation no ********. Check in time 3 pm. Walked in at 216 pm on Mar 8 to check in. Spoke to ***** who took cell phone no to call us ASAP as room not ready. No one call and I called back at 348 pm to cancel reservation as ***** did not call room is ready 48 minutes after check in time. Spoke to ****** manager at Fairfield. She said ***** left at 3 pm and ****** don't know what ***** told us. No responsibility was taken for employee ***** negligence for not calling us at 3 pm check in time that room is ready. ** ****** was unprofessional and said she is not responsible for what employee tells customer. ****** said no one called us room is ready at 3pm because hotel was busy. No responsibility was taken for hotel error of not providing room reserved at check in time 3pm. **. ****** was arrogant did not listen to my frustration waiting for room not to be available to check in at 348 pm 48 minutes after check in time. ** ****** did not care me filing complaint with corporate office and with BBB. ****** said she will charge $276 for one night stay as cancellation fee even though the room was cancelled because of hotel error and not me not showing up. i showed up in person to check in but i was not provided room as not ready. I called in Marriott customer service and they were very supportive and said hotel provided aweful service and should have promptly apologized and cancelled and full refunded. The case is created and elevated to next higher level. Regardless this hotel should apologize to me and refund illegal charge made for $276 for their own error.

  Business Response

  Date: 03/18/2023

  Marriott's Corporate Office of Consumer Affairs and the hotel's Assistant General Manager have been in touch with the guest. The hotel has issued a refund. We consider this issue resolved.

  Customer Answer

  Date: 03/22/2023

  [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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:03/09/2023

  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.

  On Nov. 24, 2022, I stayed at the Aloft Hotel.The next morning, I discovered that my passenger side front window was broken.I completed an incident report to the hotel. I have sent paperwork to *****( mgr). She claims it would be sent to insurance company for payment. $399.97.I have tried to contact but voicemail says full. I need to know when the claim will be paid as promised.I have sent photos, police report, receipts of monies spent.

  Business Response

  Date: 03/13/2023

  The insurance company claim adjuster performs a full investigation of the incident for the hotel and applies all legal requirements and has the final responsibility to make a determination on your claim. It has been determined the hotel is not held liable for any damages to your car. There are several signs that are posted throughout the parking lot informing all guests they are parking at their own risk. There will be no compensation for these types of matters. The guest must address these concerns with their personal insurance carrier. 
  
  There is no further escalation point above the Insurance Company, neither the hotel nor the Office of Consumer Affairs can override their decision.

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

• Initial Complaint

  Date:03/08/2023

  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 went into my Marriott account and saw that they took away all my points. Around 115,000 Marriott points. They have a two year no activity and you lose your points. Because of covid I ended up in the hospital for days and was afraid to fly and we couldn’t go anywhere for a long time anyway because of government rules. I contacted them and told them that and they basically said oh well nothing we can do.

  Business Response

  Date: 03/18/2023

  Dear **. *******
  
  We are sorry to hear your Marriott Bonvoy Points were forfeited. As per the Terms and Conditions provisioned in the Marriott Bonvoy Program it does state in 1.6 Earning Points or Miles section 1.6.d, which is listed on our website:
  
  1.6.d. Points Expiration Policy. Members must remain active in the Loyalty Program to retain Points they accumulate. If a Member Account is inactive for twenty-four (24) consecutive months, that Member Account will forfeit all accumulated Points. Members can remain active in the Loyalty Program and retain accumulated Points by earning Points or Miles, redeeming Points, or purchasing Points (as described in 2.9) in the Loyalty Program at least once every twenty-four (24) months, all subject to the exceptions described below. If a member does not maintain an active status for five (5) consecutive years, the Member’s Account may be deactivated. Once Points are forfeited, the Points cannot be reinstated, but a member can earn new Points, unless that Member’s Account has been deactivated.
  
  . Not all Points activities help maintain active status in the Loyalty Program. Examples of activities that do not count toward maintaining an active status in the Loyalty Program include, but are not limited to:
  
  A. Gifting or transferring Points; however, converting Points to Miles or Miles to Points does count toward maintaining an active status;
  
  B. Receiving Points as a gift or transfer
  
  ii. Awards redeemed by a Member prior to Point forfeiture are still valid even though the Award may not yet have been fulfilled at the time of Point forfeiture. However, if those Awards are cancelled after the Points expiration date, those Points are still subject to forfeiture. For example, if a Member redeems Points for an Award Redemption Stay that occurs after the Points expiration date, and then cancels the reservation prior to arrival without having completed any qualifying activity to extend the expiration date, those Points will expire.
  
  iii. The Points expiration policy does not currently affect Points in a Lifetime Elite Membership Account; however, the Loyalty Program may choose to apply a Points expiration policy to Lifetime Elite Membership Accounts in the future.
  
  We hope you understand our position and appreciate your past patronage and understand you have a choice when you travel.  We hope to welcome you back to a Marriott in the future.
  
  Thank you.
  Michelle T*****, Corporate Liaison
  Marriott's Office of Consumer Affairs
  

• Initial Complaint

  Date:03/08/2023

  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.

  had a trip to Norcross GA, I was arriving Saturday March 4th so to make sure I had a room I booked my reservation starting Friday. 3/3-3/6 was my reservation. I arrived Late Saturday around 230 am. I was told by front desk that my reservation was cancelled by them. Front desk told me I was 2 days late my argument if I was charged for March 3rd-March 6th date my room should always have been there. I want a refund…I had to pay again for another room at the hotel I had no other place to go.

  Business Response

  Date: 03/27/2023

  Hotel General Manager has contacted the guest and processed a refund as requested with her apologies.

   

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

  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:03/07/2023

  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 made a reservations from 2/13/23/-2/20/23 and 2/20/23 - 2/23-23. At departureon 2/23/23/, I paid the final bill in the amount of $241.43, using my TRUIST debit card ending in #****. A few days later the hotel unlawfully initiated a hold on my debit card in the amount of $240.43. I did not owe the hotel any money and I did not give the hotel consist of to perform any further transaction on my debit card. When I contacted the hotel, I spoke to ******* the AGM, ******, stated that the hotel did not make any additional financial transactions to my debit card, the error was with my bank. I contacted my bank and obtained proof that the unauthorized hold in the amount of $240.43 was initiated by the merchant, (Fairfield Inn and Suites). I then spoke with *****, the hotel's GM in person, showed her the proof of the unauthorized hold that put my ****** checking account into a negative. ***** stated, " oh well it's just a pending, it'll fall off soon, if not talk with your bank, have a bless day". I want a full refund in the amount of $341.43.

  Business Response

  Date: 03/18/2023

  Marriott's Corporate Office of Consumer Affairs has reviewed the guest concerns regarding the additional pending charge and apologized for this occurring. After reviewing this with the hotel, the hotel has declined to offer any sort of compensation and Marriott's Corporate Office of Consumer Affairs supports this decision. 
  
  Alexa P, Corporate Liaison, Marriott's Office of Consumer Affairs 

  Customer Answer

  Date: 03/22/2023

  [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 hold was not authorized by me,  I did not owe the merchant $240.43, the hold caused me undue hardship, sent my account into a negative, and prevented me from accessing funds in my account due to the unauthorized hold. In addition,  a clear violation of the Consumer Protect Laws. See attached documents.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:03/01/2023

  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 the JW Marriott in Charlotte from February 18 to February 19. Because the parking is so poor at this establishment of the traffic is so heavy, you are almost forced to utilize valet. So that is what I did; I dropped my car off with the valet around 4 PM on February 18. On February 19 at about 6AM I went to retrieve my car as I had a flight to catch. I used the text messaging feature to alert the valet that I was about to check out so my car should be brought to the front. I received a confirmation text, so I finished packing and proceeded to the front desk to check out. It was extremely cold outside and early in the so I waited by the door for my car to come out. I was in direct view of the valley stand. No one was standing there, so I assumed that meant someone went to get my car. In actuality, though the valet was not at the stand, but was instead watching videos on his phone. I approach the valet and asked him to go get my car even though I had sent the message 45 minutes prior to doing so. He went to retrieve my car and when he pulled up, he was driving with one hand, while using the other to talk on the phone. When I got in my car, my floor mats were filthy from his shoes. Because it took him an hour to retrieve my car I missed my $500 flight. I reached out to Marriott and the manager just simply relay the issue. I wasnt even seeking a refund at first. But they are customer service was so poor. No one even have the decency to reach out after I had filed the complaint. (Case number: *********). At this point I just want a full refund for the valet. The service was terrible and I should not have to pay for it considering I already spent $1000 at the hotel and was never able to recoup the cost of my flight it is honestly the least they could do.

  Business Response

  Date: 03/21/2023

  Marriott's Office of Consumer Affairs has mediated on behalf of the guest with our on-site hotel management team, they have issued a refund in the amount of $40.00 of the valet charge to guest.  We greatly appreciate your feedback. I can assure you during the normal course of business it is our sincere intention to meet, if not exceed, the expectations of every guest. We hope to welcome you back to a Marriott in the future.
  
  Michelle T*****,
  
  Corporate Liaison
  Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 03/22/2023

  [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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Marriot Marquis Houston said I violated their smoking policy. I do not smoke and have never smoked. They asked to search my hotel room (which is not typical according to their corporate office). I allowed them to check my room. They only found a epipen. They asked questions about that, which they may not be allowed to ask about medical conditions. Besides the epipen, nothing was found. I have never been asked to leave anywhere in my life, so when I was asked, it shocked me. Also, this was a few hours before game 6 of the world series, so I didn't have time to debate it plus find a new place to stay. I left the hotel room. They still decided to bill me for a room that I was not allowed to occupy. I contacted them four different times to get a response. Only on the fourth try, did they respond and said they are keeping the money. It was frustrating to wait for a response that didn't come. I wanted to give them time without bugging them. Only to find out the case was closed with no response. Marriot case numbers for a response are as follows:********* ********* - twice - it was re-opened *********

  Business Response

  Date: 03/17/2023

  Hotel leadership has responded to guest and advised that no refund will be issued for the smoking charges. Hotel has detailed report supporting evidence of marijuana smoke originating in the guest's room. 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