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Business Profile

Hotels

Marcus Hotels & Resorts

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Marcus Hotels & Resorts's headquarters and its corporate-owned locations. To view all corporate locations, see

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Marcus Hotels & Resorts has 8 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/22/2025

      Type:Product Issues
      Status:
      Answered
      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 room at the Pfister hotel through Priceline on 3/31/2025 for 4/11/2025 and paid. Stayed at hotel on 4/11/2025. I provided the hotel my Credit Card as well for incidentals. Was told room was already paid. On 4/15 I noticed the Pfister also billed me. Called hotel. Was put on hold then disconnected. Called Priceline, they called hotel, was told I would be refunded in 3-5 days. Called hotel today (4/22) Hotel tried saying I never stayed there, then found me, told me there was an accounting switchover and would get refunded at some point. I was double billed and no idea if or when they will refund me. This is taking extensive time out of my life and apparently if I dont follow up they just wont do anything. Please help

      Business Response

      Date: 06/27/2025

      I have researched this letter of complaint and you will see that we did in fact issue the credit of $296.74 on April 22nd.

      The desk agent could not issue it ,because of a ** processing system change over.  Therefore, it had to be manually entered into the ** processing system, which it was, from the Accounting office. 

      Please reach out to Mr. ********** to inform him of when this credit was issued.


    • Initial Complaint

      Date:07/30/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      At check in was charged a $50 compensatory charge for potential purchases. No purchased ere made the charge should be returned.

    • Initial Complaint

      Date:08/30/2023

      Type:Billing Issues
      Status:
      Unresolved
      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.
      Hello,I am writing to ask for your help in recovering the money that the Grand Geneva Resort and Spa unfairly charged us for a broken golf club. The attached letter and credit card statement contains transaction details. We never signed a rental agreement informing us of any liability. I am questioning the condition of the club that the business provided. How old was the equipment? How many people used it before us? We did find a cracked club they provided. We reported it to the pro shop and were told to continue to use it. Isn't it possible they provided us with a defective club when it finally broke? Upon checkout we were told the golf shop would reach out to us. They never did and never responded even after multiple requests. They never sent a bill; just charged the credit card. There is a dispute open with the credit card company. We are new to golf and this was our first visit to *********. It seems the resort is trying to take advantage and exploit the situation by charging for a high-end club. The business surely carries insurance and has other accounting practices to recoup their loss, instead of gouging the customer. Thank you for your time and consideration. I appreciate your help in getting this matter resolved.Thank you,******************************

    • Initial Complaint

      Date:02/21/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 called on **** to make reservations for ****. When I go to book online it tells me I can book a dinner on us package for $192 a night. But I speak to someone to make the reservations they call me a liar and tell me it's $240 a night. I took a video of what rate I see, but there isn't a way to show them as a screen shot doesn't work because it just shows the rate not the name and rate. I want the dinner on us package for $192 plus tax.

    • Initial Complaint

      Date:11/14/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      07/09/2022 I booked my hotel for 08/12/22-08/14/22. I used booking.com to book. I used Apple Pay and my chase debit card. I saw my room and asked to give me a different room because it wasnt clean. Im allergic to dust and dust was everywhere. Bathroom was disgusting. Shower wasnt working. Hair was all over the floor. They refused to gone me a different room or clean, fix mess. I had a work trip and had nowhere else to stay. I tried to dispute my charge with my bank, chase but they reversed my claim. Im highly disappointed and I want to get my money back.

    Marcus Hotels & Resorts is NOT a BBB Accredited Business.

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