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

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  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:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked 1 room for 1 night, checking in on January 8, 2023 checking out January 9, 2023. I checked in early on my mobile app with no issues. I arrive at hotel a few minutes before 8am to pick up room key. No issues with room but once checked out and bill statement was emailed I was charged for 2 nights $220.10 and I only stayed 1 night which should have been $110.00. When calling to investigate charges first person I spoke with was new and said a manager would have to correct the charge. Second time I called back the lady name *** would not let me speak to the manager ******* or give him my message. She said you checked in early on day of 1/8/23 so we charged you an extra night which is ridiculous I understand a prorated fee but for an additional night that outrageous and I checked out early on 1/9/23 which was very next day. When I didnt get any cooperation from front desk I called Marriott customer service and initiated a grievance and was told it goes directly to the manager of hotel. I have not received an email or phone call. I have been a Marriott member for decade + and have never been charged extra for early check in. I even called another Fairfield Inn in the same area to ask if they charge an extra night to check in early and the response was no, if there is a room available they will accommodate.

  Business Response

  Date: 02/13/2023

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

  Our system shows that you checked in at 738 am on January 8th. Our veteran night audit made note that you were informed that you were expected to check out by noon on the 8th unless you paid for 2 nights and you consented.

  
  Our normal checkin time is at 3 pm. So for you to only have stayed with us for 1 night on the 9th you would have had to check in closer to that 3 pm time.
  
  This is the policy of our hotel, and is standard across the industry. We do offer our guests a checkout time of noon, which is later than the standard. 
  
  Our system shows you checking out at 838 am on the 9th. but you left your belongings in the room and picked up at 2pm in the afternoon. So technically you stayed the night of the 8th and 9th, 2 hotel nights, and so were charged for both nights. 
  .
  I really appreciate your time on the matter and thank you for reaching out. Please let me know if I can be of further assistance.

  Sincerely,

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

  Abingdon Fairfield Inn

  phone: **********

• Initial Complaint

  Date:01/17/2023

  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.

  Reservation ******** Jan. 8-11 for Bonvoy points 46,500 deducted from my Marriott Bonvoy account. Reservation ******** Jan 11-12 paid $157.37 charged to my Marriott Bonvoy ***** ****. I was not given credit for three nights stay Jan 8-11 to my Marriott Bonvoy account. This is a violation of the Marriott agreement. Only credit was for night I paid. Second issue reading light on left side of first bed was broken. Maintenance stated, "guest before us broke the light and could not be fixed during our stay." Reason for our visit was appointment at ***** *** hospital for a very serious eye disease in the back of my eye. 

  Business Response

  Date: 02/07/2023

  Marriott's Office of Consumer Affairs has contacted the guest who has confirmed that this issue has been resolved to her satisfaction. 
  
  Alexa P*****, Corporate Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:01/16/2023

  Type:Customer Service 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 stayed in the hotel from August 28th- September 17th During this time a house keeper went into my room at 12am two separate times while I was out. Both times I came back to my room with my underwear moved, trash everywhere, stuff of mine either missing or thrown out. I went to the front desk immediately and they said they did not know what was going on or who went into the room. They said they were going to get to the bottom of it and assured me I'd be taken care of. After the first time, each day I went to the front desk to see if anything got resolved and they kept saying that the manager me was out. Then the same incident happened again. At this point I was so uncomfortable I decided to leave this hotel. I went to the front desk to check out and speak to the manager about this situation and get a refund on my stay. Once again the manager wasn't in. The front desk told me that they aren't going to check me out so the manager will call me back and handle the refund. I saw on my credit card statements that I was charged multiple time throughout the stay and never received a call back. I tried calling multiple times but manager was not there each time. I reached out to corporate and they said they were going to handle it but each time I did not receive a call back. I've contacted my credit card company and they are only able to help with one of the charges that are within the 120 period. I need help getting 3 other charges refunded back to me since the merchant won't respond to me. I never received any type of receipt from this hotel.

  Business Response

  Date: 03/03/2023

  Marriott's Office of Consumer Affairs and the Hotel's General Manager have been in contact with the guest. The guest was provided with a refund of one night's room & tax during her stay. The guest is requesting additional compensation and this request has been declined by the hotel. 
  
  Alexa P*****, Corporate Liaison, Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 03/08/2023

  [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:

  my privacy rights were completely violated. I have extreme ptsd from this and am going to have to start therapy for it. The business doesn’t know why they entered my room or touched my intimate stuff also threw away my dinner I bought, as well as other items of mine. I believe this is criminal. You cannot go into my hotel room at midnight not once but TWICE, touch my underwear and throw away items when 1. I have a do not disturb sign on and 2. When do they go into rooms at midnight?! I believe this is not the first time it’s happened and they avoid reaching out to me over the phone about this issue. This is completely unacceptable and they aren’t acknowledging it. I’m suffering from this occurrence for far too long and now need to go to therapy. I want information on who entered my room. They aren’t training their staff correctly and it’s now put me in danger. 

  
  

• Initial Complaint

  Date:01/15/2023

  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 was charged 160 twice. I booked a stay online which was supposed be taxes and stay total was 126.52. my receipt says 157.13. my bank account was charged 160. They have not returned my money or made it right in any form. I have two receipts and the reservation amount. One receipt has a clerk initials of a*m, the other is generic with only j. W*** and no clerk initials. My bonvoy member discount nor military/government discount is applied.

  Business Response

  Date: 01/27/2023

  Marriott International has been unsuccessful reaching the Guest.  The hotels Corporate Operations Manager has sent an e-mail to the guest.  The guest will be refunded the difference.  That amount is noted in the e-mail sent to the guest. 

   

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

  Customer Answer

  Date: 01/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:01/15/2023

  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 stayed at ********* hotel in Portland OR from 13-14 January 2023 confirmation ********. I am a Platinum Elite member. When I requested an upgrade to a suite, I was denied and told that suites are never given for free, and that it must be a paid upgrade. This is contrary to the terms and conditions of the Loyalty Rewards Program for Marriott, which state: "Platinum Elite Members and above receive a complimentary upgrade to the best available room, subject to availability on the day of arrival, for the entire length of stay. "I would like 1) follow-up with the hotel to understand why their policy does not accurately reflect the benefits due to Platinum members, and 2) compensation in the form of points or certificates for the failure to honour my benefits. Thank you,*************************

  Business Response

  Date: 01/27/2023

  Hotel General Manager has provided additional coaching to his front desk team regarding the Elite Upgrade benefit. Marriott Bonvoy points have been added to member account as a gesture of goodwill.
  
  - Beth R*******, Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:01/13/2023

  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.

  It has been about a month, but I'm still very annoyed about this horrible hotel! So I decided to write this complaint. I lived at Sheraton Waikiki for 2 nights on Dec 22 to Dec 24. I booked the hotel through ***** travel and it cost me $1238.04 in total. The hotel confirmation number is ********** and the travel reservation center trip ID is *********. From my understanding, a hotel that cost over $600 a night needs to be clean and have good service. But it turns out that our room was extremely dirty. I've uploaded several images to show the terrible environment. The stains were all over the place, on my bed sheet, on the bath curtain, on the cupboard, and so on. After playing for a long day, I just wanted to take a shower and had a sound sleep. But the yellow stains on the bath curtain and the huge blue stains on my bed sheet turned my stomach upside down. I can't believe this is what I got after spending so much money! It was over midnight, but I still chose to go downstairs to talk with the receptionist. But unfortunately, I didn't get the make up that I had expected. After I told the receptionist what happened, she didn't even say sorry about this. I tried to show her the photos of the stains on my phone but she didn't look at them at all. She just told me that there were only two options, one is to ask someone to clean up the room for me. The second one is to change us to another room but on the same floor. It was about 1 o'clock in the morning! I need to sleep! So I accepted the second option. But It took a while to get us to the room. But the second room is as messy as the first one. Since it was too late, I did not go back to complain again. Besides these two options, we didn't receive any apologies or compensation. $1238.04 means a lot to me and my family. Since my husband and I haven't traveled for a long time since Covid, we decided to have a really good trip. But what we got is this! I won't recommend this hotel to anyone that I know for sure!

  Business Response

  Date: 03/13/2023

  The Guest has been contacted by Marriott's Office of Consumer Affairs and the Hotel's Director of Front Office. The Hotel's Director of Front Office offered Marriott Bonvoy® Points. The Guest accepted the offer. 
  ******* ********, Corporate Liaison, Marriott's Office of Consumer Affairs

  Customer Answer

  Date: 03/15/2023

  [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:01/13/2023

  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 stayed at this hotel for one night, checking in 11/14 and checking out 11/15. I did not have a car with me - I took the airport shuttle to and from the hotel and then took an Uber to and from the concert venue, which is the reason I was visiting. I was charged for valet parking even though I did not have a car with me, I woke up to an email alerting me of this charge at on 11/15 at 4:21 a.m. I called the front desk from my room since I was still at the hotel and the person that answered assured me it was a mistake and that I would be refunded. I was never refunded so I called them in early December and was told it was their mistake again and that they would send it to accounting to refund me. Again, I never heard back so I called on 12/27 and was told my refund was denied because their third-party valet service "confirmed" the charge, which is impossible because again, I at no time had a vehicle with me for them to even park. I was then told I would have to speak with valet and they said my room number had a vehicle there that night and that I would have to sort it with the hotel. I called the hotel yet again and asked to speak to the general manager only to be told he wasn't available and then be disconnected (I've been hung up on several times, I don't think it's intentional but it seems they don't know how to transfer calls between departments). This $55 charge is illegal and I demand a refund. When I checked in, my room wasn't ready so they put me in a different room (two queens instead of one king bed) so I think that was part of the mix-up, but the fact that I've waited over a month for them to refund something that is literally impossible to be charged since I did not have a car is ridiculous.

  Business Response

  Date: 02/03/2023

  Guest was provided refund for parking as requested as they did not have a car.

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

  Customer Answer

  Date: 02/11/2023

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

• Initial Complaint

  Date:01/11/2023

  Type:Customer Service 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 checked out early from a planned hotel stay 11/21/2022. I am a travel nurse and was originally staying 3 months, the entire length of my contract. My plans changed and I chose to check out early. The manager of the hotel attempted to charge me $1980.00 early checkout fee. I have stayed in many different hotels including ********* **** all over the US and have never heard of an early checkout fee for hotels. This extra fee was not mentioned verbally nor was it mentioned in any of the emails shared between myself and the establishment. I contested the fee and the mangers response was to lessen fee to $980.00. The main reason I stay at hotels when on assignment is because you are not signing a lease and can leave anytime you need to. Travel nurse contract get canceled and shortened quite frequently and I would not choose accomadation with a cancelation fee attached. This fee felt like a scam to me.

  Business Response

  Date: 01/13/2023

  The guest's rate was determined by the entire length of her stay. She left 49 days early which affected the rate significantly. The hotel rebated the penalty by half, that is the extent of the discounts being offered. Marriott's Office of Consumer Affairs finds this an appropriate resolution given the circumstances.
  - Gregory “Greg” M*****, Sr. Liaison, Marriott's Corporate Office of Consumer Affairs

• Initial Complaint

  Date:01/10/2023

  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.

  My family stayed at the Sheraton on the the Falls in a 2-queen room from Sept 01 - Sept 05, and we had a total room charge for $1678.04 Canadian dollars which was charged to my card for $1280.16 US dollars which was good. I received an invoice for that amount the day we checked out and everything looked fine. During our stay, there were a couple of false fire alarms in the hotel which caused us to leave the room in the middle of the night the first time and in the afternoon the next day. When we complained at the front desk about this, the hotel management apologized stating that there was a malfunction with the alarm, and that they would refund us a one night charge. After our stay, my card was charged the initial $1280.16 US dollars on Sept 8th and then suddenly we were charged $194.19 US dollars on Oct 10th for no reason. I have attempted to call the hotel multiple times and spoken to someone at the front desk but they transfer me to the billing department and no one picks up. I have also left multiple messages for this department and no one has contacted me. I want a refund of $194.19 US dollars that was charged to my card on Oct 10th ASAP plus a refund for a one night stay that was promised to us by the hotel manager. I am very disappointed with the service and lack of attention this establishment has shown me.

  Business Response

  Date: 01/10/2023

  This complaint was not sent to the correct hotel. The address on the documentation provided clearly shows its for a different property. Please remove this complaint from our business as soon as possible and direct it to the correct property. 

  Business Response

  Date: 03/02/2023

  Marriott's Office of Consumer Affairs and the hotel's Guest Services Manager have been in touch with the guest.  A breakdown of the charges was provided to the guest and no discrepancy was found.  Our hotels are required to perform fire alarm test for safety measures; however, the guest received a partial credit for the inconvenience.  We consider this issue resolved.
  
  ***** *******, Corporate Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  Date:01/09/2023

  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 booked a hotel reservation to at Courtyard Marriott Longbeach Airport for October 30-31 2022. Going to my hotel room *** I was shocked to discover that the room was in deplorable condition. More specifically, carpeting filthy and filthy bed linens. Due to time contraints and my very busy schedule, I did not immediately report such conditions to the Courtyard Marriott front desk, but rather when I returned home the following day. I spoke with its manager, John D********, to complain about the poor room condition and further requested compensation. Mr. D******** offered very little for his troubles, which prompted me to call Marriott corporate and upon speaking with Tiffany, and received a case number(*********) and was assured that I would receive a response from Marriott. However due to its lack of communication, I called Marriott again and spoke with Julio M who also assured me that someone would text or email me. Yet again Marriott failed to adhere to its promises and have been dismissive. Obviously this is completely unacceptable and it will not be tolerated. For these reasons, and having no real choice, I contacted Better Business Bureau to demand compensation of 50% of the cost of my hotel room in the amount $141.13 and a formal apololgy following my horrible experience at your hotel. Marriott failed to responsed to my request for compensation and I'm filing a complaint .*********************** ************************************************************************* *********************************** *********************

  Business Response

  Date: 02/09/2023

  Marriott's Office of Consumer Affairs and the Hotel's Assistant General Manager have been in touch with the Guest. Although the Hotel was unable to meet the Guest's request for a full refund, the Hotel offered Marriott Bonvoy® Points and the Guest accepted the offer.
  
  Wanda B****, Corporate Liaison, Marriott's Office of Consumer Affairs