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:02/09/2023

  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 visited westin grand central from 01/13/2023-01/16/2023, the hotel charged my card three times 2 separate amounts. My check in amount was different from the amount that I booked upon noticing my card declining i went immediately to the front desk and they told me its nothing they can do about it due to the holiday weekend. all of my events were cancelled due to me not having enough money to get there and back due to the hotel's negligence. the hotel was supposed to refund all of my overdraft fees that occurred due to their error it is now February 9th and no one has done anything as of yet. i received an email showing they refunded me and no one refund has been returned now i want a full refund for this embarrassment of a stay.

  Business Response

  Date: 02/22/2023

  Hotel has provided compensation for the overdraft charges per the guest request, however no refund or 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.
  
  - Beth R*******, Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:02/09/2023

  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.

  ********** ** ********** ** ***** ** ***** **** *** * ***** *** *************************** ****************** ***************** ***************** ***************** ***************** ***************** ***************** ****************** ****************** ***** ******** They put my credit card over the limit which is $7500 02/03/2023 I went to airport could not use my card so when I got home I was mad when looked at the screen from bank 02/04/2023 I called the manager and he looked at it and he said they overcharged me and so he credit me but there were charges still on there and he said by Monday or Tuesday that they would be gone They charged me for valet parking for the two weeks didnt have a car they did credit me for that I think this motel should be investigated. I think they harassed me. I think I should be compensated

  Business Response

  Date: 02/21/2023

  Marriott's Office of Consumer Affairs confirmed that the hotel has issued a refund of one night to the guest's credit card. This information was communicated to the guest by phone. Thank you.

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

  
  

  Customer Answer

  Date: 02/26/2023

  [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:02/06/2023

  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 was staying at Residence Inn Marriott at Berkeley, California for two days on a business trip. The front desk was extremely rude. I talked to ******** who introduced himself as the assistant general manger of the hotel. He was super rude as well. They did not clean the room my room at all during the stay.

  Business Response

  Date: 03/01/2023

  - GM has spoken to guest regarding concerns and was able to resolve all concerns to the guests satisfaction.

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

• Initial Complaint

  Date:02/06/2023

  Type:Customer Service 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 checked into the Residence Inn Marriott due to being snowed in. On the 30th of January I was placed in rm 124 because they had no cart to bring in your luggage. I watched television and went to take a bath and to my surprise the water was freezing cold. I told the front desk clerk and they did nothing. On Tuesday I couldn't check out because of the dangers due to the snow. I was left in that rm. the housekeepers were going to a nearby store and offered to get me something so I gave my food stamp card for food for myself. The housekeepers asked could they get pizza as well. On Wednesday I contacted Marriott and they were supposed to call the hotel in reference to a full refund. Instead the front desk clerk put me on the 3rd floor. At 7:00 I start getting calls saying I hope you don't think you're going to continue getting complimentary nights. I paid over $95 dollars for cold water. No food *** my food stamp card being used. This is nonsense! I want a refund or another night free for the fact I froze until my menstrual cycle came down.

  Business Response

  Date: 02/23/2023

  Marriott's ****** of ******** ******* and the Hotel's General Manager have been in touch with the Guest. ********* agreed to refund the guest for 2 nights. The guest accepted the offer.

  **** *****, Corporate Liaison, Marriott's ****** of ******** *******"

  Customer Answer

  Date: 02/27/2023

  [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:02/01/2023

  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.

  My wife and I made a reservation for a 3 night stay at the Residence Inn in Surfside, Florida. The dates were Jan 8 through Jan 10 of this year 2023. On Jan 8th, my wife's father suddenly went into cardiac arrest and died. We were too busy with the funeral arrangements to cancel our reservation. The Residence Inn charged us a $271 fee for the reservation. When we called Marriot to explain the situation, they told us that they don't know what we are talking about. We reached out to them multiple times and each time it was the same lack of response. We finally made a case number with them and they promised us that they will follow up with us but they never did. We have a copy of the death certificate along with the reservation confirmation and the charge on the credit card.

  Business Response

  Date: 02/15/2023

  Marriott’s Office of Consumer Affairs and the hotel’s General Manager have been in touch with the guest. The hotel is issuing a full refund of the one nights stay and 10,000 Marriott Bonvoy Points as a goodwill gesture.
  Thank you.
  Michelle T*****, Corporate Liaison
  Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 02/19/2023

  [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:01/31/2023

  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.

  Subject: Complaint regarding Room **** - Reservation #******** Dear Four Points by Sheraton Manhattan Chelsea Manager, I am writing to express my disappointment with my recent stay at the Four Points by Sheraton Manhattan Chelsea on December 20th, 2022. I had made a reservation for 3 nights, Reservation #******** and had my customer loyalty number *********. Upon arrival, I was assigned Room ****. Unfortunately, the room was not up to the standards I had expected from a Marriott hotel. The room was dirty, there was a leftover cream and a bottle of water opened inside the room. Walls and furniture were scratched and I couldn’t be comfortable with bathroom and beds cleaning. As a result, and the poor conditions of the hotel installations, such as dirty corridors carpets and walls, my family and I decided to leave the hotel without staying any nights. However, I was charged 227.27 USD for one night stay which I find unfair. I have filed a complaint with Marriott International's customer service department on January 5th, 2023 and they said that I would receive an answer from Four Points management in 3 to 5 business days, but have not yet received a response or resolution to my concerns. I have tried to follow up through customer care email, but I received an automated response saying the message couldn't be delivered. I would like to request a refund for the night that we did not stay, as it is clearly unfair to be charged for a room that we were not able to use. Besides that, the way we found room and installations made us to not feel comfortable with the way rooms are cleaned or properly maintained. I would appreciate a prompt response to this matter as I am extremely dissatisfied with the service I received. Thank you for your attention to this matter. I look forward to hearing from you soon. Sincerely,

  Business Response

  Date: 02/14/2023

  Marriott's Corporate Office of Consumer Affairs has further mediated on the guest's behalf with hotel leadership. The hotel leadership team has processed a refund of $227.27 back to the guest.  Guest has accepted the offer. Michelle T*****, Corporate Liaison Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 02/15/2023

  Better Business Bureau: 
  

  I am writing to express my sincerest gratitude for the prompt attention and resolution to my previous complaint ID ******** regarding my stay at Four Points hotel.

  I appreciate the fact that they took the time to listen to my concerns and take the necessary actions to resolve the issue.

  I am grateful for the refund of the night that I did not stay and I want to acknowledge the sincere apology they sent me in their message.

  Four Point's prompt resolution has restored my confidence in Marriott hotels, and I appreciate their efforts to make things right.
  
  I look forward to the opportunity to stay at the hotel again in the future as I always consider staying at Marriot hotels.
  
  

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

• Initial Complaint

  Date:01/31/2023

  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.

  Name: ********************* Marriot Member No. : # ******* Marriot Bonvey card ending with ***** I have registered a promotion on my **************** Marriott Bonvey card, which the detail of the promotion is received 100$ credit in the statement balance if I book any hotel before 1st Jan 2023 via Marriott Bonvey app or web...I did booked a trip to Philadelphia us on 29 of Dec 2022, which I confirmed with the hotel front desk many times to post my charge before 1st Jan 2023.. They confirm with me they will and there would be no issue at all But finally I found that the charge has been took on 30 DEC 2022...which is eligible to receive the bonus 100$ credit on my **************** card.. But Marriott inc set the post date as 1st 2023.. Which my CC tell me Marriott system justify I'm not gonna receive the credit...This is really unacceptable, they playing with their customer to steal money from them..

  Business Response

  Date: 02/13/2023

  We have been in communication with the guest and educated the guest we cannot control how long it takes for his bank to post a charge to his account. 

  The issue can only be resolved by his banking company. 

  Christine C*******;

  Office of Consumer Affairs 

  Marriott International 

• Initial Complaint

  Date:01/29/2023

  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.

  My husband booked a reservation for the Fairfield Inn & Suites by Marriott San Antonio Market Square for Sat-Mon. We arrived around 4:30pm Sat Jan 28th we checked in and tried to make it up to our room (the elevator was not functioning correctly). My husband had an event to attended and left just before 5:00pm. Our daughter and I spent the evening in the room. We were relaxing on the bed when I noticed a bug on the blanket. I was able to get pictures of the bug before capturing it in a cup to bring to the staff at the front desk. The lady at the front desk was very sweet and did suggest offering us another room. At first she thought they didn’t have any other rooms available then noticed she did and it was the room right next door to our original room. We went up to look at it but were immediately uncomfortable with the fact that it was right next door to our original room. Everyone knows that a wall will not stop a bed bug infestation and there were likely bed bugs in this room as well. We had no other clothes to sleep in other than the ones we wore in the infested bed. When we went back downstairs the lady at the front desk was really understanding and said she wished she could refund us but since we went through ******* we would have to call them. We called ******* as soon as we could the next morning and they informed us that they would have to talk to the hotel. They called and whomever they spoke to basically made it seem like since they offered us another room that they couldn’t authorize ******* to proceed with the refund. It’s absolutely disgusting that the hotel knowing they had an issue and only had a room right next door to the infested room would hold on to that money. We’re not talking about an uncomfortable bed, or loud occupants, we’re talking about bed bugs! Not only did we have to make the drive home but spent the entire time figuring out how to treat our luggage and clothes as not to spread the bed bugs to our home.

  Business Response

  Date: 02/09/2023

  Marriott International and the hotel's Assistant General Manager have been unsuccessful reaching the guest.  The refund request has been granted.  ******* must contact the hotel in regards to the refund.  

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

  Business Response

  Date: 02/28/2023

  Marriott's Office of Consumer Affairs have been in touch with the Guest. The guest will be granted a full refund and has been advised on the step to take to get the full refund.
  
  Brandy C*****, Corporate Liaison, Marriott's Office of Consumer Affairs"

  Customer Answer

  Date: 02/28/2023

  [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:01/18/2023

  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 called the Fairfield Marriott Hotel on Friday the 13th to book a 2 night stay for Sat the 14th and Sun the 15th. I spoke to the representative on the phone for approximately 12 minutes, gave him my credit card to hold the room and received a confirmation email. While checking in (I made the reservation in my fiances name, *************************) we were told there was an additional $28 per day parking fee, which was not revealed to me during the booking. The hotel manager tried to tell me that we booked online and the fee was disclosed there multiple times but I did not in fact book online, I called to reserve the room. He was very unpleasant and told me he would not be waiving the fee. Thats very unfair, had I known this information in advance I could have made other arrangements. We live 326 miles away and had no idea. I feel the $56 in parking fees, and whatever tax was levied on that charge should be reimbursed as it was not disclosed during the booking and not honest. Thank you,*****************************

  Business Response

  Date: 02/10/2023

   Hello ******************,
  
  This is to acknowledge our conversation and thank you again for allowing me to revisit this issue with the hotels executive team. 
  
  Per your request attached is a copy of the refund slip for your records. 
  
  Have a wonderful weekend and should you need anything further please let me know. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/18/2023

  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 had called the hotel mentioned on Tuesday January 17th of 2023 at 9:22 pm CT. The first time I called, they answered and hung up on me without saying anything (I'm assuming it's because my daughter was crying), I called a second time and they answered. The reason for the call was to ask if my service animal would be an issue with booking, out of respect and to give a head up. They said they need to know what she services for me. I told them that it is illegal to ask under the ADA, but I had her certificates and license, which I do NOT legally have to show. She continued to argue with me and I tried to explain it further into depth. She laughed at me and was getting snippy and rude. I told her to have a good night and we would not need the booking done. This was an unacceptable behavior towards the disable simply asking a question or giving a heads up, about the animal, out of respect. I do not wish to stay at a hotel that treats guest like this. All I ask, is for these actions to be corrected so others do not have to deal with it. We was excited to stay at this hotel for our vacation, but now we have to find a different one.

  Business Response

  Date: 02/08/2023

  The hotel and Marriott's Office of Consumer Affairs have reached out to the guest to confirm that additional training will be given to hotel staff regarding service animals. The guest is happy.
  Richard M*********, Corporate Liaison, Marriott's Office of Consumer Affairs