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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
1.1/5 stars
Average of 336 Customer Reviews
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Review fromTaramae B
Date: 04/20/2023
1 starTaramae B
Date: 04/20/2023
I booked my March weekend stay back in December 2022 through Hotwire (Marriott Marquis in downtown San Diego). The stay was pleasant enough. Four days after my stay (3/31/2023) I noticed a large charge and called to investigate. I was told it was an error and that my card would be credited 5-7 days later (Spoke with a Natasha). On day eight after no credit, I called to follow up. I was then told I was charged an extra night and that they would have to look at security records to confirm I left the day of my original booking. I heard back the same day (4/12/2023) via email from Josh Alberto. He confirmed security records show I had vacated when I say I did and that my credit card would be refunded for the additional night. It is now 4/20/2023 and my credit has not been issued to my account. For a mistake on their part, the should make the correction a priority.Marriott International, Inc.
Date: 04/29/2023
Marriott International, Inc. thanks you for taking the time to provide feedback about your disappointing experience. Please accept our sincerest apologies for any frustrations you may have experienced. We hope we will have another occasion to meet your expectations and welcome you back in the future.Review fromMichelle L
Date: 04/20/2023
1 starDetroit Marriott at the Renaissance Center cancelled our stay the day before our check in. For our inconvenience, they offered us a check of $200 and 90,000 Marriott Bonvoy points. They refuse to give us either of these! We've contacted the hotel several times and they say "we will look into it" which is code for "please forget we made this offer". Well, we won't forget and we will get what we were offered! Do we need to take this issue to small claims court?Review fromVincent R
Date: 04/15/2023
1 starVincent R
Date: 04/15/2023
The Marriott conglomerate is taking money from customers but not providing basic security such as camera surveillance in their parking lots. Additionally, they have disabled existing security measures (i.e., unmanned guard shack and barrier access gate).
Their business should install cameras and signs informing thieves of this security measure or lose their ability to run hazardous parking lots. Tax payers and insurance companies are taking the hit while Marriott collects profits.
While the Marriott claims no accountability and provided no assistance whatsoever, the responding police offered us a ride. We decided to drive the damaged vehicle back hom at low power due to the lack of traffic at that hour of the morning (2am).
This irresponsible business model of taking money but doing no investment in security poses a threat to the safety of our community. I will encourage my company to stop doing business with the Marriott.Marriott International, Inc.
Date: 04/19/2023
Marriott International, Inc. thanks you for taking the time to provide feedback about your disappointing experience. Please accept our sincerest apologies for any frustrations you may have experienced. We hope we will have another occasion to meet your expectations and welcome you back in the future.Review fromEthan C
Date: 04/12/2023
1 starEthan C
Date: 04/12/2023
I booked my reservation 2 months ago at the Marriott Springhill suites in downtown Houston so I could be close to public transportation. This is important since I am an amputee. When I booked, I was a Marriott Ambassador Elite member, although I have since been downgraded to Titanium Elite. All was fine until I received an email the day before I was scheduled to travel showing a different hotel. I opened the Marriott app only to find that my original reservation had been cancelled and I was rebooked for a different hotel. I never received a call asking if Marriott could do this. The new hotel was not close to public transportation. I called the Marriott help line and discovered that Springhill Suites had overbooked and therefore cancelled my reservation...and didn't even call me to let me know. Wow is all I can say. Such extremely poor customer service and low regards to their customers. This would have been my 4th or 5th stay at the hotel. It's now my last. This is not the way to treat repeat customers. This is not the way to treat your members. This is not the way to treat anyone. I booked 2 months ago. If you overbooked, move someone that booked more recently.
So disappointed.Marriott International, Inc.
Date: 04/13/2023
Marriott International, Inc. thanks you for taking the time to provide feedback about your disappointing experience. Please accept our sincerest apologies for any frustrations you may have experienced. We hope we will have another occasion to meet your expectations and welcome you back in the future.Review fromJanette M
Date: 04/11/2023
1 starJanette M
Date: 04/11/2023
did reservation thru OPERATOR, the biggest mistake of all
I booked Thursday night for 2 nights and 3 days (April 07 to 09). I was told that it's come with swimming pool, free breakfast, unlimited wifi and complimentary coffee.
We came to check in early and check in half hour early which is great. However, need to pay parking assuming its free. I let it slide and when we go for coffee, they said there's complimentary coffee at second floor but there's none. I ask for swimming pool, and they said its not open and i even spoke to the manager and she said this hotel is not for family services. I went back and really disappointed. The following day we went for breakfast, and we are online and as soon as it's our turned, they told us we don't have free breakfast. We went outside to be calm and enjoy our vacation as a family. It seems like every time you move you need to pay. such Wi-Fi and to pair or mirror your phone the Wi-Fi. even TV movie. Lastly, when we check out, they charged $50/day as we were charged twice which the representative didn't told me and i told him numerous times is there any hidden fees and he said that's all $325 in total. Reality we paid extra $467.50 including $100 hidden fess and $42.5 parking fee but the worst is depriving ourselves in our precious vacation. We are ok to pay all out as long as we are aware of the cost not after.
This will be lesson to us, not to look for high end hotel and expect great because not all 5star hotel are better. We've been in best western and Hyatt but since it's a family vacation. we decided to get the 5-star rating. Sheraton can't even have 1 star on us. This will be the first and the last and will definitely spread these facts and true to life experience first-hand.Marriott International, Inc.
Date: 04/13/2023
Marriott International, Inc. thanks you for taking the time to provide feedback about your disappointing experience. Please accept our sincerest apologies for any frustrations you may have experienced. We hope we will have another occasion to meet your expectations and welcome you back in the future.Review fromElisa D.
Date: 04/10/2023
1 starElisa D.
Date: 04/10/2023
I had a reservation with Westin Peachtree in Atlanta, July 2022. I cancelled reservation well within the time frame as the website policies. Long story short, I have STILL been contacting the hotel o find out why this was not credited back to my credit card. Not only did they not issue a credit, they on billed me twice on my credit card. While trying to research this issue, I get a response from someone, I go try and see what they are saying, and attempt to call /email them back-they NEVER let you talk to same person twice. Even their emails from higher management! I try responding and BEG them to respond-and they don't. I have stayed in quite a few Westin's and never had this problem. Complete lack of customer service and failure to understand that I am a customer and deserve good customer service in return. I hope to contact future events where I am a member and discourage use of this hotel.Marriott International, Inc.
Date: 04/11/2023
Marriott International, Inc. thanks you for taking the time to provide feedback about your disappointing experience. Please accept our sincerest apologies for any frustrations you may have experienced. The service you describe is not consistent with the training our associates receive nor is it indicative of our corporate philosophy. Please be assured we will use your experience as a training opportunity for our management teams to improve the services we provide. We never want a guest to leave with a negative experience and always encourage contacting Marriott Customer Support for further assistance mediating with on-site hotel leadership. Please see our website for further contact information to address the service you received - https://help.marriott.com/s/article/Article-22264. Thank you again for bringing this to our attention. We hope we will have another occasion to meet your expectations and welcome you back in the future.Review fromLinda S
Date: 04/09/2023
1 starI am very upset with their dealings with points. The clerk told me when I called I could use my points and she made the reservation. It showed up on my Bonvoy app. but I did not receive an email like she said she would send. The clerk rushed me off the phone. Then when I got there I said I am using ********* and they said Ok. When I checked out the charged me for one night even though it was supposed to be points. The manager said to call rewards or customer service and they would issue a refund to me. Not true. They were no help. I will not stay there again if they dont clear up this problem.Review fromBrian K
Date: 04/09/2023
1 starBrian K
Date: 04/09/2023
I wish I could also give 0 star rating.
I was a loyal customer of Marriott for many years, accumulated a lot of points via the loyalty program which was rebranded Bonvoy. I just lost all of my points without any notification of expiration after 24 months of inactivity (which I totally understand), but we couldn't travel for almost 3 years. Even just an email would have sufficed and I could have done something about it. Customer service has refused to reinstate my points yet the "appreciate your loyalty to Marriott Bonvoy". What a joke. Needless to say, I am taking my business elsewhere.
Spare me the canned superficial response Marriott. I will make sure there are is no "occasion to meet my expectations and welcome me back in the future." That ship has sailed and there are plenty of alternatives to choose from.Marriott International, Inc.
Date: 04/11/2023
Marriott International, Inc. thanks you for taking the time to provide feedback about your disappointing experience. Please accept our sincerest apologies for any frustrations you may have experienced. We hope we will have another occasion to meet your expectations and welcome you back in the future.Review fromMargeaux R
Date: 04/06/2023
1 starMargeaux R
Date: 04/06/2023
I checked into the Renaissance booking two rooms for the weekend. One room was held with my a personal business card.
When checking in I gave them my debit card so that my personal business card would not be used. I MADE THIS VERY CLEAR. They said it was my a problem and they ran my debit for both rooms holding near $1000.
When we got home Monday I noticed they had also put a pending charge of $679 on my personal business card. There was absolutely no reason to ever charge this card!
I gave them the benefit of the doubt that it was the weekend and it would be gone by the end of the day. It wasn’t!
I called, nothing. I called again, no call back. Called again, I received a call back and they said they had released it.
I had been in touch with my bank at the same time. They made it clear that the hotel had not released the pending charge.
I called again, no call back.
They have fully charged my debit account for the stay and any extra charges. They have received all of their money and they are still holding almost $700 on my account.
Extremely frustrating and unprofessional. My husband travels for work all year of the time and has never heard of a hotel doing this.
$700 may not be a lot of money to many people but for my small business it makes a difference.Marriott International, Inc.
Date: 04/08/2023
Marriott International, Inc. thanks you for taking the time to provide feedback about your disappointing experience. Please accept our sincerest apologies for any frustrations you may have experienced. The service you describe is not consistent with the training our associates receive nor is it indicative of our corporate philosophy. Please be assured we will use your experience as a training opportunity for our management teams to improve the services we provide. We never want a guest to leave with a negative experience and always encourage contacting Marriott Customer Support for further assistance mediating with on-site hotel leadership. Please see our website for further contact information to address the service you received - https://help.marriott.com/s/article/Article-22264. Thank you again for bringing this to our attention. We hope we will have another occasion to meet your expectations and welcome you back in the future.Review fromAntonio
Date: 04/04/2023
1 starAntonio
Date: 04/04/2023
This is in regards to the Fairfield Inn and Suites in Doral, FL.
I had made reservations at this hotel for one night for my family of 5. I was to have gotten a room with 2 queen size beds and a sofa bed to fit my family (3 adults and 2 children, both age 13). I paid almost $350 for this one night as the following day we leave on a cruise. The reservation was made through AAA and my email showed that there were 5 people staying in the room. However, the hotel states their reservation was for only 3 adults. I made the reservation on 3/12/23 and we stayed last night on 3/25/23. The front desk staff, Eduardo, said he understood the situation but there was nothing he could do other than suggest one of my family sleep on the floor! How barbaric is that! Is that the norm for his family, I think not. Another option would pay for another room at $350. I wasn't going to do this as I wanted a room for all 5 of us and I had no desire to give them any more of my money! I also spoke to Christopher and his supervisor Favra at Marriott corporate, and they were of no help either. I was even willing to accept a mattress or an air mattress, but they said no. I asked for a couch to be placed in our room. Again, no was their answer. They had no roll away beds as well. After exhausting all avenues, I accepted that we had to make do with what we had which was to ask for extra pillows as Eduardo recommended. He had said he could give us extra pillows to use on the floor. All he gave us was one pillow! How can a grown person sleep on a pillow on the floor. Even our dog wouldn't have fit that pillow. He said that's all they had left! Mind you, we had no vehicle to go out to do anything. I don't know what can be done after the fact but I would like something be done by them for this customer disservice. I spoke with AAA as well and Crystal said when she tried reaching out to the hotel, they would terminate her call. Also the hotel manager was conveniently unavailable until Monday.Marriott International, Inc.
Date: 04/05/2023
Marriott International, Inc. thanks you for taking the time to provide feedback about your disappointing experience. Please accept our sincerest apologies for any frustrations you may have experienced. We hope we will have another occasion to meet your expectations and welcome you back in the future.Antonio
Date: 04/05/2023
Now that response is funny!
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