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:09/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I booked this vacation with the intent to find an all inclusive resort in *******. Booking from Capital Ones website I used ****** and used the search term ** Marriott ************, after seeing good reviews. The first search item appearing was Marriotts own website with ** Marriott *************************. Enjoy an All-inclusive experience in ************, *******, at the ** Marriott **************************With that confirmation I booked only to discover that upon checking-in the resort is NOT all inclusive. I was told there is, in fact, no all inclusive at all at the resort. When I showed the staff the listing and asked what they were going to do to correct it and protect other travelers i received an insincere apology and an offer of a gift. I dont want a gift or an apology, i want to be assured that others wont have their vacation ruined by this bait and switch tactic. Perhaps i should have clicked the link and dug further, however, should i have to research an advertisement in a public business to confirm the authenticity of the claims? I would argue no, that laws exist to prevent misinformation from being posted and used to mislead consumers whether paper or digitally. Even if unintentional, the listing should be corrected to remove any doubt that there is no all-inclusive at the ** Marriott in ************ and avoid the appearance of bait and switch.

• Initial Complaint

  Date:06/03/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  I was a guest of the hotel staying from 5/18/24 to 5/23/24. On 5/18/24, I left two of my custom suits in a hotel laundry bag inside my room to be dry cleaned (see uploaded completed laundry form). When my suits were not returned in my room dry cleaned by 5/21/24, I inquired at the hotel front desk of their whereabouts. I was told to wait another day because perhaps I had do not disturb on my door when housekeeping attempted to return them. The next day the suits still were not returned to my room and so the hotel front desk said theyll investigate the situation and to rest assure it would be made right. I told the front desk to take their time with the investigation because the suits meant a lot to me and they could not be replaced easily. On my final day at the hotel just before checkout, I was told via email by the hotel the investigation concluded and the suits were not found. The hotel offered ****** Marriott reward points for the loss. I replied the same day asking if this was in addition to the hotel refunding me the cost of the two custom suits and shared a receipt for suits with the hotel that I had saved in my email account (see uploaded Indochino suit receipt) to substantiate their value. Despite my multiple attempts to reach hotel management via email and phone, it then took the hotel from 5/23/24 till 6/3/24 to reply to my prompt reply email on 5/23/24 that they are only offering the ****** points and not a refund of the value of the suits. The hotel alleged I have no proof. **************** confirmed with me in conversation about the investigation during my stay that house keeping had confirmed they saw the bag with suits in it where I stated I left them in the room. **************** even came to my room to look around and I pointed out where I had left the bag and showed the individual the laundry bag and form was no longer in the closet indicating they had been used.

  Customer Answer

  Date: 06/04/2024

  BBB - Attached are copies of email traffic between myself and the hotel regarding my lost or stolen laundry.

• Initial Complaint

  Date:02/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I stayed at the ** Marriot Miami for a business conference January *****, 2024. I valet my car with the hotel staff for 2 days, which costed me $114. I did not take my car out at all. When I received my car back at the end of the stay, my ***** sunglasses worth over $550 was missing from its case inside my car. The sunglasses were at the front of my car. Only the glasses was missing from the box. The hotel took my info and said they would call back with a resolution or compensation. All they gave me was a phone number to lost prevention. I called multiple times but no response. At one point, lost and found said they couldnt find my report. The staff was rude and offered no solution. They keep saying the manager would call me but refused to give me a phone number. I told them I will report this to Marriot and they said to go ahead but theres nothing they can do to help. Overall extremely unprofessional, and I felt robbed since I left my car to the care of the hotel staff. They were prescription sun glasses to help me drive but now I dont have them anymore, making my 4 hours drive home very difficult.Here is additional details. After 2 weeks of me calling and notifying corporate, they finally did an investigation and did admit that I had put my sunglasses back into its case in my car and when I received my car back, my sunglasses were gone. They tried to say that I took stuff out of my car. I only took my luggage in the back seat and trunk, not in the front of the car. STILL ZERO resolution or compensation for my missing sunglasses that I trusted the hotel staff with my car.Ms. *********************** arrived on 01/17/24 at 03:40pm. It can be seen on the camera that she is removing her glasses and placing them in the green case in the middle compartment. Valet runner took the vehicle from the ramp at 03:42pm and parked it on the 3rd floor garage at 3:44pm.