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Marriott International, Inc.This business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Marriott International, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.09/5 stars
Average of 332 Customer Reviews
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Review fromELDORA F
Date: 06/21/2024
2 starsELDORA F
Date: 06/21/2024
****** F June 21, 2024 *************************** Bonvoy ********************** Corporate *******************************************************************************/*****,I am writing to express my thorough disappointment with the service I received during my recent stay at [Hotel Name] from [Check-in Date] to [Check-out Date]. On June 21, 2024, at 12 midnight, I encountered a significant issue when I was locked out of the bathroom in my room for more than eight hours. Despite reporting this inconvenience to the hotel staff promptly, there was an unacceptable delay in resolving the issue. Furthermore, there was no follow-up from the hotel staff to ensure that the problem was adequately addressed or to offer any assistance during this time.The inability to access the restroom in my room for such an extended period was extremely inconvenient and caused a great deal of discomfort. It is disappointing that despite the inconvenience caused, there was no consideration or compensation offered for the disruption to my stay. As a loyal Bonvoy Marriott customer, I expected a much higher standard of service and responsiveness. The lack of urgency and customer care in addressing such a critical issue is unacceptable. I hope that this matter will be taken seriously and that appropriate measures will be implemented to prevent similar incidents in the future. I also request that some form of compensation be provided to address the inconvenience and discomfort I experienced during my stay.I look forward to your prompt response and resolution of this matter.Sincerely,****** F Bonvoy MarriottMarriott International, Inc.
Date: 06/22/2024
Marriott International, Inc. appreciates you taking the time to share your comments. Please accept our sincerest apologies for the service described as it is not consistent with Marriotts corporate philosophy. Be assured, we will use your feedback as a training opportunity to improve. Our goal is providing our guests with a positive experience. We encourage our customers to contact ********************** Customer Support or utilize our valuable resources for additional assistance. Please refer to our website *************************************************************** for contact information. We look forward to welcoming you back in the future.Review fromRandy W
Date: 06/18/2024
1 starRandy W
Date: 06/18/2024
I was a loyal member of Marriott Bonvoy for years. Then after receiving a bill for over $600 for points that I didn't even purchase, I have cancelled their services and my credit card with them. I showed them a clear copy of my hotel room receipt which was only for $10 since I was using my voucher and points for the room. There was no notice during booking that I needed to purchase points at over $600. Which in itself is absurd since you can book a room for $250. I tried pleading my case and even emailed the Marriott CEO of this injustice. It is hard to believe the level of greed that goes on in this world. We will never pay for a Marriott hotel again.Marriott International, Inc.
Date: 06/19/2024
Marriott International, Inc. appreciates you taking the time to provide your feedback regarding your experience and extend our sincerest apologies. If we can be of further assistance, please refer to Marriott *********************** and Online Help. It would be our honor to welcome you back in the future.Review fromSantiago M
Date: 06/15/2024
1 starSantiago M
Date: 06/15/2024
For the weekend Jun 8-9 I made reservations through the *** and paid them in full at once. A few days before check-in I receive an email from the hotel urging me to do online check-in.Two times I called and they cold not even find my reservation until a very rude -but effective- rep figured it out.At the time of check-in I was told stay and parking were already paid in full, but that they needed to take a credit card and charge it for a fully reimbursable deposit, which I thought it pretty standard, so we did it, using a foreign credit card, belonging to a member of my party.Stay was uneventful. At the time of check out they gave me a printed and emailed receipt with no detailed charges, but with a cero dollars balance. I asked for the deposit to be refunded and they told me it was being reimbursed in full, within 24 to 72 hours.Passed those 72 hours I called the hotel to ask for the refund and they told me that *** had not paid them for my voucher and they were applying the deposit to my bill.They (some body at front office named ********) said if I wanted the refund I would need to go or call *** to make sure they'd pay the hotel for my stay and only then the hotel would consider the refund. I requested a manager or supervisor which she tried to refuse several times; after strongly insisting I was communicated with somebody who identified himself as *********************** Basically in very impolite terms, he said that they had received from *** my reservation as a "to be paid by guest at check in", that they were not allowed to change that condition; and that it was my job to collect from *** for the hotel the amount "due" for my stay. I've never heard a more ridiculous argument.So far three different, contradictory, mutually excluding versions.Latter that day I called Marriot *********************** to file a complaint and request my refund, after 72 minutos with a rep, she gave a case number, and promise somebody would call me, but no results whatsoever so far.Marriott International, Inc.
Date: 06/18/2024
1. Marriott International, Inc. appreciates you taking the time to provide your feedback regarding your experience and extend our sincerest apologies. If we can be of further assistance, please refer to Marriott *********************** and Online Help. It would be our honor to welcome you back in the future.Review fromNichelle H
Date: 06/12/2024
1 starNichelle H
Date: 06/12/2024
As a loyal Marriott customer for decades, I have believe in and invested in the company by purchasing multiple ownerships, encore packages, obtained the Marriott *********************** card, and have earned up to titanium elite status as of last year. I reserved a stay at the ************************************** ************ pm 5/6/24 using points accrued due to all of my investments in the hotel brand for 5/19/24. I received multiple emails welcoming me to the property and when I checked in, it was specifically quoted to me "I see that you booked using points". However, upon checking out the next morning, I was told that I have a very expensive bill because I have insufficient points when it is impossible to reserve a hotel using point without having available points. I attempted to resolve this with the front desk, Marriott Bonvoy, Marriott ************** Marriott Headquarters and all entities have been dismissive an unhelpful; They have charged my credit card multiple times for this very expensive fee that I should have never received. I attempted to explain that I would've gladly left the hotel if at check-in I was told that there was an issue with my points (which I did have sufficient points), but that was not the case. I was only told this information at 5am when leaving out. I am very disappointed in the Marriott Brand because I have always believed my business was valued until now. I have evidence to support everything that I have stated, but have been dismissed as a liar and I have Marriott attempting to charge my card multiple times for a charge I am not responsible for. They already unfairly kept the full incidental charges when I did not incur any charges. I should've been reimbursed for them. I am very hurt by Marriott. I no longer want anything to do with this brand.Marriott International, Inc.
Date: 06/13/2024
Marriott International, Inc. appreciates you taking the time to provide your feedback regarding your experience and extend our sincerest apologies. If we can be of further assistance, please refer to Marriott *********************** and Online Help. It would be our honor to welcome you back in the future.Review fromKimberly M
Date: 06/10/2024
1 starKimberly M
Date: 06/10/2024
Never waste your hard earned money on Vivid Seats. If the event is "rescheduled" you CAN NOT get a refund. Then the tickets are magically transferred to the dreaded Ticketmaster whom has never ever been any help except to themselves. ***************** WAS purchased, but they do not refund "rescheduled" events. I am told that American Airlines Center supposedly forgot about the big ball game they had on the calendar for original night of the event .Booking.com is no better, tried to cancel the SpringHill Suites by Marriott *************** . NO REFUND there either. Most places will refund a week in advance . Neither took the blame .******************************* We really wanted to see you on May 25th ******* I couldn't make it on the 22nd due to working to pay for the tickets and motel .Each one of these so called fine companies blame the other, and you will just be out the money . Expensive and Hard ****** Learned ( event was on the 25th (Saturday) we got an email on the 20th (Monday) that it was rescheduled to the 20th (Wednesday). Who can take off at a drop of the hat and go to another state for an event, when motel is booked for the weekend )Marriott International, Inc.
Date: 06/11/2024
Marriott International, Inc. appreciates you taking the time to share your comments. Please accept our sincerest apologies for the service described as it is not consistent with Marriotts corporate philosophy. Be assured, we will use your feedback as a training opportunity to improve. Our goal is providing our guests with a positive experience. We encourage our customers to contact ********************** Customer Support or utilize our valuable resources for additional assistance. Please refer to our website *************************************************************** for contact information. We look forward to welcoming you back in the future.Review fromAlessia G
Date: 06/09/2024
1 starAlessia G
Date: 06/09/2024
Im really upset with my recent experience with AC hotel ******* and Marriott overall. I planned a trip and booked 5 nights at this hotel. I had to travel from ****** and the night before my trip I got extremely sick to my stomach and couldnt keep anything down, needing a restroom nearby at all times. I went to the airport and the airline was super understanding and was able to switch my flight to the next day so I could go to the urgent care. I called Marriott hoping they would be as understanding but unfortunately they were not. They would not modify my reservation, I had already paid for that first night so I asked if they could just give me a credit for the remainder of my stay and the answer was no, with zero consideration or compassion. I called both the general customer service number (which the people who answer that line are super rude and unhelpful - specifically ***** and **** from Mexico city services). I tried calling the hotel and speaking to the manager as well, he was a little nicer but still couldnt do anything. As someone who has worked in hotels in the past, it is very sad to see that the quality of customer service and consideration has decreased to such a low level. Sadly, us as customers are not a priority anymore. I travel a lot for work and always chose Marriott but I will hesitate next time due to this unfortunate experience.Marriott International, Inc.
Date: 06/11/2024
Marriott International, Inc. appreciates you taking the time to provide your feedback regarding your experience and extend our sincerest apologies. If we can be of further assistance, please refer to Marriott *********************** and Online Help. It would be our honor to welcome you back in the future.Review fromAJ Y
Date: 05/31/2024
1 starAJ Y
Date: 05/31/2024
*e are loyal Marriott customers, but are thinking twice about doing business with Marriott at any international property after our recent stay at the * ******. First off, the * is supposed to be the luxury line of Marriott properties, and this hotel was average at best. Upon our arrival, we asked for an upgrade, and we were told no upgrades were available...then ******* proceeded to tell us that we could upgrade for an additional charge per night. *e told him that we were Titanium Elite and that we have complimentary upgrades available and that we did not want to pay an additional charge for upgrades. *e asked to speak to a manager - the story gets worse. She kept lying to us and the story kept changing. It went from - we have no upgrades available, unless you have suite night awards (we had 7 suite night awards). Once we told her we had suite night awards available she said oh it's a mistake in the system we have no rooms available for the duration of your stay. I then went on the Marriott app, and saw they had plenty of suites available for booking during the time of our stay. I saw that we were getting nowhere, given that the ** of the hotel was lying to our faces so I reported this once I got back to the **. I reported this to Marriott on 5/20. No response. Followed up again on 5/28 and escalated to a manager who promised I would receive a personal phone call with a response *ITHIN 72 hours. It is 5/31 at 11:17 PM and I never received a follow up so I called in, and had 2 agents hang up on me, then had a supervisor tell me that the * ****** did the right thing, and that there is nothing that Marriott can do for my case? This is absolutely insane and I have never seen such poor customer service in this type of a situation. If you have a property lying to your customers and not upholding your brand, you need to do right by your customers. If we didn't hate Hilton properties so much we would abandon Marriott too.Marriott International, Inc.
Date: 06/04/2024
Marriott International, Inc. appreciates you taking the time to share your comments. Please accept our sincerest apologies for the service described as it is not consistent with Marriotts corporate philosophy. Be assured, we will use your feedback as a training opportunity to improve. Our goal is providing our guests with a positive experience. We encourage our customers to contact ********************** Customer Support or utilize our valuable resources for additional assistance. Please refer to our website *************************************************************** for contact information. We look forward to welcoming you back in the future.Review fromTroy S
Date: 05/31/2024
1 starTroy S
Date: 05/31/2024
Terrible!! I see why they get the bad reviews. Last night my 12 year old daughter was allowed into the night club for some reason. But when I tried to get my 16 year old son into the same club they wouldnt budge. And my son looks about 25. Even after when I spoke to the manager they tried to reverse it on me. How convenient! And even had me sign a code of conduct lol. Imagine that! Never again Marriott international. But I can see why *** trafficking leads the nation. Makes sense why big businesses are somehow partnered.Marriott International, Inc.
Date: 06/01/2024
Marriott International, Inc. appreciates you taking the time to provide your feedback regarding your experience and extend our sincerest apologies. If we can be of further assistance, please refer to Marriott *********************** and Online Help. It would be our honor to welcome you back in the future.Review fromThomas W
Date: 05/23/2024
1 starThomas W
Date: 05/23/2024
I stayed at this location and did not like it but the location worked so I booked a second trip. I ended up sick and had to postpone the trip for a week. I was charged for the full stay by the hotel! I spoke to two front desk clerks who were rude and then a manager finally called me back to refund $149 of the $378 charged. This means I have to pay $229 out of pocket for a trip that I needed to move out one week due to illness. The manager who finally called to do a partial refund told me she had the right to keep all my money if she wanted. What kind of customer service is this? I can't get any response from Marriott...only from the hotel and they are not nice people. What business traveler would use Marriott if I end up paying out of pocket if I get sick? Really awful customer service and I want my money back! I didn't know their 48 hour hard rule.Marriott International, Inc.
Date: 05/25/2024
Marriott International, Inc. appreciates you taking the time to share your comments. Please accept our sincerest apologies for the service described as it is not consistent with Marriotts corporate philosophy. Be assured, we will use your feedback as a training opportunity to improve. Our goal is providing our guests with a positive experience. We encourage our customers to contact ********************** Customer Support or utilize our valuable resources for additional assistance. Please refer to our website *************************************************************** for contact information. We look forward to welcoming you back in the future.Review fromRaymond W
Date: 05/20/2024
1 starRaymond W
Date: 05/20/2024
The room we transferred to is really disgusting. Window literally fell off the window, mold all over the windows, and bathroom, room covered in spider webs and spiders and bugs looks like it has never been dusted, dirty dishes, just filthy I mentioned the concern w the mold and bugs and the manger **** then asked to come in my room at midnight totally inappropriate I said in the morning would be fine not at midnight that makes me feel uncomfortable now he is telling me we have three weeks to get out of his hotel on a 5 month reservation because my registered service animals dont meet the quality of his hotel.. this place is worse that a run down motel what quality? Now its coming into summer and tourist season its been rough finding alternative placement feel like this is retaliation for mentioning the concerns I had w the safety of the room.. I walked by him this morning he just looked at me and put his head down.. worst hotel and worse customer service I have ever received ever manager *********, inappropriate, and unethical. Never have I ever been kicked out of a hotel because my registered service animals a mini golden 25 lbs and a chiwinnie 12 lbs dont meet the Quality of the hotel.. will be filling a lawsuit when I leaveMarriott International, Inc.
Date: 05/22/2024
Marriott International, Inc. appreciates you taking the time to share your comments. Please accept our sincerest apologies for the service described as it is not consistent with Marriotts corporate philosophy. Be assured, we will use your feedback as a training opportunity to improve. Our goal is providing our guests with a positive experience. We encourage our customers to contact ********************** Customer Support or utilize our valuable resources for additional assistance. Please refer to our website *************************************************************** for contact information. We look forward to welcoming you back in the future.
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