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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
Average of 335 Customer Reviews
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Review fromCody S
Date: 01/20/2023
1 starCody S
Date: 01/20/2023
Their customer service appears to be intentionally designed to be obtuse, useless, and confusing. Their customer service reps:
cannot call you back
cannot email you
cannot make decisions
All real decisions are made by the local hotel itself, so they have all the power. However all their automated phone systems direct you to their international phone lines. Most likely to delay cancellations so they can't be refunded. They promise to reach back to you in 3-5 business days however keep in mind, THEY AREN'T ALLOWED TO CONTACT YOU. So the hotel can respond directly to the customer service rep, and the customer service rep won't contact you back. This also gives them the added malicious benefit of not leaving behind any written response so everything reverts to a he said-she said scenario.
Genuinely, the only thing their main line seems to be able to do are reservations, yet for some reason they allow them to make customer care cases which are useless.
You've done it, you've topped Comcast's customer service, bravo.Marriott International, Inc.
Date: 01/24/2023
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 fromMark W
Date: 01/17/2023
1 starMark W
Date: 01/17/2023
Marriott Bonvoy / Homes & Villa's / Vacasa and 3rd party property vendors. Cancelled a res with Marriott in August for a December stay in Denver. Been dealing with Marriott since mid December to no avail. I am sure i will get a boiler plate response like just about everyone else. I went so far as to escalate to corporate HQ and their Consumer Affairs division as well of emailing the President of Marriott - lip service in return. Saving grace is I disputed the CC charge but assume i will lose the points. I have given them until the end of January to comply or i will pursue legal and regulatory relief.....
Ok Marriott - send your canned response....Marriott International, Inc.
Date: 01/18/2023
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 fromIulia B
Date: 01/13/2023
1 starIulia B
Date: 01/13/2023
Marriott let me book a hotel that is closed, or closed after booking . Six months ago I booked a hotel with 88,000 points. Today I wanted to book another room for my sister. I found out the hotel is closed. When reaching to Marriott they said to cancel and rebook. The booking is requiring now 120,000 points which I don’t have. Marriott refused to correct their mistake. Not acceptable, very disrespectful and disappointing.Marriott International, Inc.
Date: 01/14/2023
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 fromOlutoyin
Date: 01/12/2023
1 starOn August 9, 2022, my flight was delayed in ******* ******* and by the time the plane took off to *******, my international connection left before we got to *******. Delta airline customer service gave me a # to call for hotel reservation. I did call and the shuttle were telling me that the hotel is in downtown *******, that it is too far from the airport because of traffic. I am not familiar with ******* or any part of *******. I live in *******. I called Fairfield inn and suite to cancel my reservation or for them to transfer me to one of their affiliates closer to the airport. I was told that they cannot do either. It was getting late at night and I had to ask the shuttle drivers which hotel is closer to the airport, i had to book another hotel and the shuttle took me there. I called my credit card bank to disregard the payment made to Fairfield inn . It was disregarded pending Investigation. It was later in November 2022 that the money was taken out of my account with reason that Fairfield does not give refund. I think that is a reap off. Hence, I decided to report Fairfield inn and suite to BBB for this type of practice. I did not sleep in their hotel and they took $132 out of my account, just like that.Review fromOmer A
Date: 01/05/2023
1 starOmer A
Date: 01/05/2023
W Amsterdam
This hotel doesn’t even have a lobby
If you arrive early because of international flight
Don’t expect to check in early even you ask and even if they have room available because they can't make the room ready even when you put in your booking request and they approved.
I arrived at 9 am
They said they have room but need to do some final touch ups and the room would be ready latest 11 am
We couldn’t get in until around 2 pm
When you have 6 years boy
And fly 8 hours
You want to trust your hotel
Especially when you have titanium member level with Marriott
My son wanted to visit the pool
Of course you need to book a slot for the pool!!!!!
I tried 2 times and they were always booked no space available. The only availability they had for the pool was January 1 8 am to 9 am ))))best time for year !!!!
New year’s night our electric went out when my wife tried to iron her dress for our dinner reservation
Some one came and fixed it after 20 min in dark and he said everything is all good, we can use iron. we start using then he left and 3 min later electric shut off again
He come back 15 min and fix again then he wait until us finish our iron but it’s shut down min 5 times when he was waiting with us so we coudnt do it. We were late for our reservation also since we couldn’t get out from room
I called min 5 times to talk any maneger if they can help us for any issues we have to solve
Our check out day we had some card under our door sorry we couldn’t reach you
I paid 2500$
And I used my almost 300000 points
You think this 300000 point just point but if I spend my money with a different credit card I can get 3000 chase back from my credit card
So more than 5000$ for 5 nights and biggest disappointment in my life
I realy don’t know what is it mean for Marriott for members level but I never see any benefits from that
So I am currently considering cancelling my bonvoy credit card
Use other credit card get cash back and use that money for hotel stayMarriott International, Inc.
Date: 01/06/2023
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 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 fromJennifer B
Date: 01/03/2023
1 starJennifer B
Date: 01/03/2023
This was the first time I visited the Ice at this hotel. I am handicapped and went with family. Before entering, my family asked if we could use a wheelchair and they said only if we were guests of the hotel. We asked if we could pay to rent one since I have multiple sclerosis and cannot walk for very long. They again said no. I went through with my family’s assistance, but after all the walking. I lost my balance and fell. As we were leaving, they said “Oh sorry. Why didn’t you rent a wheelchair?” We told them we were told we could not unless we were guests of the hotel. They replied, “Sorry, that is incorrect information.”
I will not be visiting again.Marriott International, Inc.
Date: 01/05/2023
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.Review fromAlbert W.
Date: 12/24/2022
2 starsAlbert W.
Date: 12/24/2022
The Grapevine, TX Gaylord ICE! exhibit is expensive and disappointing.
Be prepared to pay $22 to park... unless you have a Lexus.... yes, I kid you not, if you drive a Lexus then you can self-park for free... otherwise you get to pay $22 just to self-park your non-Lexus.
Also, on top of the expensive ticket prices, you pay processing fees... and don't forget to also add the tax.
And, when my sister got to the ticket counter, it took about 15 minutes to deal with the technology problems and QR codes they use to purchase tickets. What a waste of time.
So be sure to bring your savings account (especially if you don't drive a Lexus) and a lot of patience.Marriott International, Inc.
Date: 12/27/2022
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 fromDominique S
Date: 12/20/2022
1 starDominique S
Date: 12/20/2022
I was stayed at this hotel i decided to book with springhill suites in chicago (chinatown) because of the reviews.. until 12/19/202 i ended up leaving my purse by accident &didn't realize until i made it to work because i was a distance from the hotel decided to stay at work but once i returned back to the hotel after work realized my purse was missing w/ my credit cards SSN i am talking about a $1300 purse! Also i noticed that my bed was "unmade" when i specifically requested room service but of course no one is going to make up the room if they're stealing then we know for sure someone was there. the maintenance manager or operations manager could not explain to me why my room was not cleaned when it was requested! there only excuse was "oh you have to go downstairs to the front desk to request it be cleaned that day" which is BS! normally the HK will clean the room if there is no DNS on the door, from what they were saying they clean the rooms "every other day not everyday"! my purse was on the counter top as soon as you walk in the room it was not there! spoke with a manager he checked the key lock to see if someone had came into the room but told me the key locks are not updated it kept saying i checked in the 17th which i did not so that was questionable to me why is your system not updated??? he also said he can show me footage of the morning &afternoon but brought me an ipad with edited footage i have been working w. computers for 6 plus years &he basically went to his actual computer copied live footage onto a hard drive and edited on the ipad because it took him 25 mins 2come back out the video office & edit what he didn't want me to see. the police arrived the manager had left already!!! which it did not take them long to get there! when the police asked to see the live cameras a receptionist at the desk said he did not have access and the manager had left and said to give them his business card..wow! contacted a lawyer SSN & ID Stealing is serious theft!Marriott International, Inc.
Date: 12/21/2022
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 fromApril Y.
Date: 12/15/2022
1 starApril Y.
Date: 12/15/2022
The Gaylord National Resort & Convention Center in Maryland failed to exercise good faith in protecting over $20,000 in personal items belonging to myself and my roommate from being STOLEN from inside of our room while staying there for a conference in December 2022. As a convention hotel with 3 simultaneous conferences that weekend, the Gaylord failed to implement measures that would prevent an outside intruder from gaining access to our locked room. Despite the high traffic throughout the hotel due to the conferences, the Gaylord did nothing to increase staff visibility or anything that may have deterred theft! According to police & security staff, the intruder broke in to our 12th floor room using some kind of door unlocking mechanism, and exited the hotel with over $20,000 worth of items effortlessly! What if I was in my room, sleeping or getting out of the shower when the intruder entered. Even worse, what if I had left my children in the room while I attended conference sessions! Afterall, it was around 9:30 a.m. when this occured!
Although the burglary and theft was immediately reported to the Gaylord hotel staff, and a police report was filed, it has been almost 3 weeks post-incident, and there has been NO ACTION by Marriott to replace our stolen items and resolve this traumatic incident. Instead, I have been met with dismissal and a lack of concern from multiple property managers and have YET to be contacted by a Marriott executive despite numerous requests. I assumed my safety because of the Marriott/Gaylord name and the mere fact that there was a security camera positioned DIRECTLY in front of my hotel room! Unfortunately, with Marriott, safety can no longer be assumed. Through my many inquiries, I found that the cameras only record motion and do not continuously record. The lack of response and lack of urgency surrounding this incident is disappointing. My safety came into question at this facility and no one seems to care.Marriott International, Inc.
Date: 12/15/2022
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 fromMarie G.
Date: 12/14/2022
1 starMarie G.
Date: 12/14/2022
My husband passed away November 16, 2012 and almost every November 16 since then, I have spent the day at the Ballantyne Hotel and Spa. My children give me gift certificates during the year to use on that day. In addition to the miscellaneous times when I treat myself to a spa day, my sister treats us to a spa day when she comes to visit, to include lunch and a bottle of champagne at the pool after our services. All this having been said, my son again this year bought me a $100 gift certificate for Christmas and a $50 certificate for my birthday in September.
However, he inadvertently put NC (he lives in North Carolina) instead of SC (I live in South Carolina) on my mailing address. It was an honest mistake but as a result I never received my $50 certificate. My son made multiple calls to this facility and was told someone would take care of this and call him back but that never happened. As in the past, on November 16, I had a spa day at the Ballantyne Hotel and Spa. I used the $100 certificate and expected to be able to use the other $50 certificate once I provided the concierge with the original paid ($50 plus $4 processing fee) receipt showing order number, etc. She advised me the only person who could help with this was in a meeting and would have to call me later that day. To this day I am still waiting for that call. I have contacted the post office and was advised that an undeliverable letter would have been returned to sender, which leads me to believe someone at the Ballantyne Hotel received my certificate.
I think it is a real shame for an establishment the caliber of the Ballantyne Hotel and Spa to lose a customer over a mere $50. My hope is that they will utilize good business practices and improve their customer service to others in the future.Marriott International, Inc.
Date: 12/17/2022
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.
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