Business Profile
Hotels
Marriott International, Inc.This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Hotels.
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 335 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromYvonne D
Date: 08/12/2024
1 starYvonne D
Date: 08/12/2024
YD Senior On July 25, 2024, I Made a reservation for a stay at Residence in ******* ************. Online I selected August 16, 2024. Somehow the computer changed the date to July 26, 2024. At 330am July 27 I was charged a no-show fee. When I call the hotel on July 30,2024, I was told the manager would call me back. That never happened so I called the next day and was told that in a rude and disrespectful voice by manger *************************** that is the rules of the hotel and I could call customer care and they would agree with him. He refused to give me the address which I got from the customer care agent. They refused to reschedule the date and did not give me points the for money charged. I'm a senior citizen and I feel I was coned and taken advantage of. Fair warning to all seniors.Marriott International, Inc.
Date: 08/13/2024
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 fromMichelle A.
Date: 08/08/2024
1 starI stayed at fairfield inn on 8/5/24 When i asked what it is a night to stay he said 124 .. when my card was charged it was 170.00 When asked why so much he stated for incidentals. 27.40 for incidentals ? I never heard of such thing. Then the day after my card was charged 142.60. Which over drafted my account. I bought my granddaughter got some munchies which I paid for with my card separate. He made it seem as I charged it to my room. 312.60 is what my card was charged.That put my mini getaway over the top, plus my granddaughters munchies, far cry from 124.... plus tax Plus over drafting my account which cost more money..... Not to mention the pool was freezing cold, and very unorganized. The guy with the intinuals *** was rude and argued with me, like I was dumb, I saw what I was charged again 312.60 plus over draft charges, then he wanted me to do the leg work to fix this. He did it not me... NO I am very unhappy. 27.00 for incidentals took away from my granddaughter going to dinner. I read that if the guest is unhappy you as a company would fix it.Review fromBROCK S
Date: 08/07/2024
1 starBROCK S
Date: 08/07/2024
I cancelled a hotel reservation using the Bonvoy App before the deadline to incur charge but it wasnt communicated to the property so I was charged 1-night for not showing up. After inquiring about this on a Marriott traveller forum, it is a known error that has affected others and happens when the users Bonvoy number becomes disassociated from the reservation. Marriott refuses to accept any responsibility for their system glitch that causes this error.Marriott International, Inc.
Date: 08/09/2024
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 fromScott P
Date: 08/06/2024
1 starScott P
Date: 08/06/2024
This is regarding Marriott's ***************** located in ******, *******, and their valet service, ***********A year ago and during our first experience with the MARRIOTT STARR PASS RESORT (****) for a surprise birthday party for my wife, the ***** PARK VALET SERVICES (TPVS) wrecked my truck by backing it into a pillar & bending the driver's door past 90 degrees, causing over $10,000.00 in damage. Rather than find me immediately, they waited until I came out to go home later that night. The crew itself was very forthcoming & admitted their fault, saying that **** has good insurance & that everything would be taken care of. I trusted TPVS and **** to do the right thing. The same thing was reiterated in the morning when I took the truck back to TPVS and the **** for a better look in the daylight.A year later, and TPVS and **** have still not paid fully for my out-of-pocket expenses, stating that they don't pay for "extras". The only "extra" they refuse to pay for is the rental car insurance while my truck was in the shop for 40 days. I had to pay for the insurance on my truck while it was in the shop; why wouldn't TPVS have to pay for insurance on the rental car? There was no mention of this prior to the start of the repair work. TPVS also indicated that they would provide a comparable rental vehicle to my F150 Platinum but nobody rents that kind of truck, so I settled into a smaller vehicle, saving them a lot of money.My total out-of-pocket expenses: $ ********. TPVS and ****'s offer to settle: $ ********. My total loss: $ ******, just for being a customer at this resort. I have refused their offer to settle because neither **** or TPVS should not be allowed to perform this kind of "service" at any customer's expense.If you go to **** in ******, don't trust TPVS with your vehicle. You might have to pay for something they damaged.Marriott International, Inc.
Date: 08/07/2024
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 fromDan D
Date: 07/30/2024
2 starsDan D
Date: 07/30/2024
Got called back to work early. Had to end vacation a day early. When I asked to check out a day early, I was assured that it was okay. Only to find out they added a full day penalty anyway without telling me. The front desk lady looked at me and smiled, only hours later when I found out what she had been smiling about. Really rude. I've traveled to this area a lot and always enjoyed this hotel especially for the level of service. Something must have changed in management. The hotel was not fully booked, not even close, so you can't make the case that they needed the room as lost revenue. Also, they asked if it was okay to cut back on room cleaning, which I agreed to. I've stuck with Marriott for many years because they have always been reasonable. Checking out by checkout time should not have incurred a hidden penalty day. How far the service has fallen.Marriott International, Inc.
Date: 07/30/2024
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 fromTiffany T
Date: 07/29/2024
1 starTiffany T
Date: 07/29/2024
Aloft ************ - On June 2, 2024, my mother-in-law, was in the process of gathering her belongings to check out when she noticed that a bag containing wedding cards with money intended for us was missing. Mind you this was around 10am and official check out time is 12pm. Upon questioning housekeeping for the bag, the woman claimed to not speak any English. After persistent requests and stating police would be called, housekeeping finally produced the bag from her cart hidden under towels. Although all items were returned, it was disconcerting that the envelopes had been ripped open. According to the hotel's policy, rooms are cleared if items are found during the checkout process. However, it raises concerns as to why the housekeeper inspected the bag and opened the envelopes instead of leaving them untouched until returned to the front desk (Please see photo included for reference). Furthermore, the hotel's policy of cleaning rooms before guests have fully checked out may lead to confusion and anxiety if guests' belongings are prematurely removed. Despite expressing our distress to the hotel manager, there was a complete lack of empathy and understanding towards the situation. My mother-in-law departed feeling violated and disregarded, adding complete distress following our wedding day. It is disappointing that Aloft failed to address the situation adequately, leaving us and others questioning the security of personal belongings in any Marriott hotel.I reached out to Marriott Corporate and was told they would get back to me. It's been almost 2 weeks, I have sent follow up emails with no response.Update: Marriott NEVER responded. This is a huge disappointment as I would think a situation like this would be important to preserve their standards of customer service.Marriott International, Inc.
Date: 07/30/2024
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 fromLaura L
Date: 07/29/2024
1 starLaura L
Date: 07/29/2024
Horror movie setting Do you know that eerie feeling when you walk in a place, and you just know something is wrong? The manager is unhinged. I have no idea what happened to Marriott standards, but they were not only absent in this hotel, whatever we saw was the complete opposite. Except for the people who work the second shift, everyone is like a zombie, they walk around frowning, and uncomfortable & nobody is talking to guests. They all have a lost look on their faces, like they are afraid of something happening right around the corner.For the manager: This lady is certifiable, absolutely nuts. She completely ignores any Marriott standards, is on her personal phone all the time, and her dress code is decked with some nice fuzzy slippers. Absolutely no early check ins or check outs because check out is @ 12 and housekeeping in getting in rooms between 12 and 3. All this with a blank stare, monotone . This is the best that Marriott could find? This is crme de la crme, Marriott? This is your leadership?The toilet in my room had flecks of feces, the shower was edged with nice pink and black mold, and the shower floor has some much grime, you can carbon date that thing. The breakfast has a ***** note stuck to the hot food pan only one hot entre per guest.I absolutely did not feel safe in that hotel. For the love of all that is holy, do not go there.Marriott International, Inc.
Date: 07/30/2024
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 fromKelly C
Date: 07/27/2024
1 starKelly C
Date: 07/27/2024
TownePlace by Marriott, wrentham, **. Awful service. They cancelled my reservation blaming booking.com, then we dont know what happened then on a lightening strike.. left us roomless and we had to drive 3.5 hrs home after ******************* concert. Could not provide contact info for booking.com to ? The cancellation. Manager was supposed to reach out to me.. did not happen. I called multiple times, they told me they could not see payment info after I was told I was charged. I had to do a 3 way call for them to admit they could see the payment form and that there was not a charge. I cancelled the card as these people are dishonest. 2 other parties had the same issue, cancelled rooms. My belief, they realized they could get 3x the price for the room so cancelled those who booked early(January) to make more of a profit..so dirty!Marriott International, Inc.
Date: 07/30/2024
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 fromKameko L
Date: 07/24/2024
1 starKameko L
Date: 07/24/2024
I just called a ************* to inquire about making a reservation just to get back points that I lost (stolen) by Marriott. The front desk associate picked up the phone and just placed it down. Did not say hello, did not acknowledge me in any way. She proceeded to have a full conversation with someone named ***** and read off a guests name, address, city, state, zip, phone that I could have written down. I called customer service to make a complaint and was told maybe the front desk was busy.Marriott International, Inc.
Date: 07/25/2024
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 fromMelissa H
Date: 07/20/2024
1 starMelissa H
Date: 07/20/2024
Specifically the Westin Washington DC, downtown We were in town for a concert the day of our check in. Check in is 4pm. We did not get into our room until 7pm! Our concert was at 7:30! We were told the hotel was sold out and housekeeping couldnt keep up. Checked online and rooms available they were not sold out. When we did finally get to our room the bathroom sink sprays all over the place when you turn it on. We were also told that our room was upgraded as a form of compensation for waiting so long. When we got to the room 2 queen *** room which is exactly what we paid for. NO UPGRADE. They also charged us a resort fee for a room we didnt even get to get into. I could understand a few minutes, maybe even an hour but 3 hours is unacceptable especially when we needed to get ready for a concert. We will NEVER stay at a Westin, Marriott etc!Marriott International, Inc.
Date: 07/22/2024
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.
Marriott International, Inc. is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.