Complaints

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.

• Initial Complaint

  Date:08/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Date of Incident: August 8, 2025On August 8, 2026 I experienced a significant failure in customer service and accessibility at the ************************************************************************************************* at Grande Dunes, which endangered my health due to their negligence in accommodating my documented respiratory condition.Despite explicitly requesting a scent-free room due to my severe asthma, the front desk was unaware of my needs. A notation for a scent-free room was applied to only one of my two reserved rooms, and even that room was sprayed with fragrance, making it uninhabitable after a long road trip. The hotels pervasive use of scented mist in the lobby and hallways left no safe space for me, exacerbating my condition. This oversight caused significant distress, forcing my daughter to relocate rooms and requiring me to use ********** and ********* to manage my breathing.A staff member, ******, attempted to assist by offering an ionizing machine, but the two-hour wait would have displaced us with nowhere to go, as the entire property uses scented mist. In desperation, we opened balcony doors and used fans to ventilate the room, which only partially mitigated the issue after an hour. This incident turned the start of my vacation into a stressful and hazardous ordeal.Over 25 million Americans with asthma, along with millions with COPD, face similar risks in environments using scented mists. The hospitality industry, including Marriott, must prioritize accessibility for guests with respiratory conditions to prevent potentially life-threatening complications. Desired Resolution:1. A formal apology from Myrtle Beach Marriott **************************** for their failure to accommodate my health needs.2. A commitment to revise their policies on scented products to ensure accessibility for guests with respiratory conditions.3. Staff training to ensure proper handling of medical accommodation requests.4. A refund or compensation for the distress and health risks caused by this incident.

  Business Response

  Date: 08/12/2025

  Dear *** *****, 

  Thank you again for choosing to stay with us and Thank you for your Loyalty as our Marriott Bonvoy Elite, I truly Value You. 

  It is always encouraging to hear valuable feedback, particularly when it comes from those who matter the most - You! 
  
  Providing the highest level of Hospitality to all of our *****s is our number one priority, I sincerely apologize that we could not meet your expectations during your recent stay with us.
  
  Our Hotels are only better because of genuine feedback like yours. I have personally shared your comments with our entire Hotel team - Especially with my ***** services Team and have taken this occurrence as a training opportunity, so we could continue to make positive changes in our efforts to meet our ***** expectations. 
  
  I assure you, the experience you had is not the norm at all. 
  
  We will use your experience to improve our operations and changes will be made to avoid any occurrence of similar issues. 
  
  Thank you for being our eyes and ears and for helping us to keep everything in working order at our Hotel. As our goodwill gesture for the inconvenience caused to You and for the time you had to spent back and forth on this request, I have taken the liberty of adding a resort credit of $200 on your total bill. Please allow us 14 business days or less for this to show up on your account. 
  
  Once again, I appreciate you taking the time to share your feedback and for meeting me in person today. 

  Regards, 

  ****** ******

  Director of Hotel Operations

  Marriott Myrtle Beach Resort and Spa

   

  Customer Answer

  Date: 08/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In attempting to book a room under a group rate, was rerouted in circles between the front desk and corporate reservations, with no one who would assist me. I have a family of three, yet marriot was unwilling to guarantee 2 beds vs 1 bed, unless I paid double the price. Additionally, the room is also non-refundable. 1 customer service *** was incredibly rude and hung up on me. As a Bonvoy member who travels frequently for work, this poor customer service will lead me to chose other brands. I am attempting to book 1/24/25-1/26/25 under the velocity dance block. I simply want a guaranteed 2-queen room at the group rate.

  Business Response

  Date: 08/23/2024

  Good Morning **********************,
   Thank you for reaching out to us about your future stay for the Velocity Dance in January. I am sorry for the confusion and routing around. The competition contracts so many rooms to guarantee 2 queen beds and the remaining block is set up at  a run of house ( 1king or two queen beds)  to  provide  as many rooms as possible at the special rate. At this time the 2 queen beds that were guaranteed have all been booked. I am processing deposits (1 night non-refundable) and changes do happen. I can make a note for 2 queen beds for your reservation . We host 3 Dance events a year and we do not  usually have any opportunities. Please let us know.Thank you and have a great day
  
  

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We went to this hotel on May 27. Upon arrival around 4 pm, we drove off *********** Dr to the hotel. This was not our first time here so we knew how to drive to the self parking. There is a stop sign near the main entrance, left leads to a circle for valet parking and right leads to self parking. We saw several cars ahead of us jammed at the stop sign mentioned above. Not sure whats going on, but as we drove closer, it turned out to be a hotel utility pickup truck with trailer having emergency lights turned on. It was pulled over right at the stop sign and blocked all the vehicles trying to turn right to the self parking. The road was quite narrow and there was no way to pass by. We waited almost 5 mins with nobody showing up or explaining the situation to us. Behind us, at least 7 or 8 vehicles were waiting. Finally, a doorkeeper dude at the front gate noticed the issue and walked toward us. I waved to him and said its blocking everyone while pointing at the pickup truck. He nicely nodded obviously aware of it. However, another hotel employee who was wearing a light blue T, at least 6 feet tall, white young male short golden hair, came out of nowhere. He stared at us and raised his voice with a strong attitude, Im moving off! Chill! The doorkeeper dude talked to him for a few words. Then he loaded a golf cart onto the trailer and drove away. No apologies after everybody chilled and got jammed for 5 mins because of his stupidity. As Marriott gold elite members, we feel very disappointed and offended by this rude hotel staff. His behavior was super incompetent and unprofessional. All the hotel staffers we met including door keepers, receptionists, pool/beach service, gardeners were very friendly and helpful, except this guy. This is a fine top rated resort and people come here to enjoy their vacation, receive great experience, not to get upset. He should be ashamed of himself for how he behaved.

  Business Response

  Date: 06/09/2024

  Your Stay at Marriott Myrtle Beach Resort and Spa...
  
  
  
  
  ******************;<********************************> 5:17?PM (5 minutes ago)
  
  
  to kobe2009bryant, bcc: me
  
  
  
  
  
  
  
  Dear Mr. **************

   

  Thank you for choosing to stay with us when visiting the area and moreover, Thank you for your Loyalty as our Marriott Bonvoy Elite Member, I truly value you Sir. ********************** is always encouraging to hear valuable feedback, particularly when it comes from those who matter the most you! Providing the highest level of hospitality to all of our Guests is our number one priority, I sincerely apologize that we could not meet your expectations during your recent stay with us.
  
  
  Our Hotels are only better because of genuine feedback like yours. I have personally shared your comments with our entire hotel team and have taken this occurrence as a training opportunity, so we could continue to make positive changes in our efforts to meet our Guest expectations.
  
  
  I have addressed this issue with our entire Valet Team and ensured that something like this is not experienced by any other guest in any manner. I thank you for being our eyes and ears in helping us to continuously improve and meet our guest expectations when visiting our Hotel.  

   

  As a token of our sincere apologies and in the True spirit of Hospitality, I am taking the liberty of adding ****** Marriott Bonvoy Bonus points to your account, please allow us 7 - 10 business days or less for this to show up in your account activity.  Once again, I appreciate you taking the time to share your feedback and we will be looking forward to welcoming you back soon. 
  
  
  Regards, 
  
  
  Deepak Mishra 

  Director of Operations
  
  
  Myrtle Beach Marriott Resort & Spa at Grande Dunes
  **********************
  Myrtle Beach, ************** 29572
  T: ************ | F: ************

  Customer Answer

  Date: 06/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************