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Business Profile

Motels

Courtyard Mariott

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint 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:07/14/2025

    Type:Service or Repair 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 recently booked online a room at the courtyard hotel Waikiki There was no indication that the hotel is undergoing renovation on their web site and I was not Informed of this on checkin , I booked a balcony room and was charged for it and was not told the balcony door was not operable - I asked to change rooms and they said they were unable too since other rooms we pre allocated later in the day They offered no other options or accommodations - nor did they suggest they would find me another hotel Un addition I had to let the water in shower run for 20 minutes until hot - wasting water I want my loyalty piunts ******* restored to my account

  • Initial Complaint

    Date:08/14/2024

    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.
    I made a reservation at courtyard by Mariott in downtown *************************. I was not able to check in during the tornado so I made another reservation at another Mariott location the same night. I was supposed to be refunded for the reservation at the courtyard by Mariott. So now Im stuck paying for 2 hotels and I only stayed at 1. The hotel I stayed at that night was **********************, a Tribute ***************. The first booking was at Courtyard ******* downtown/convention center on May *****. That one I was able to check in and needs to be refunded. Confirmation number ********. I ended up having to stay at **********************, a Tribute ***************. Reservation number is *********.

  • Initial Complaint

    Date:02/28/2023

    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 checked into the hotel for a 2 day stay on Friday 2/24, checking out on Sunday 2/26. I prepaid for my reservation online via Priceline. My reservation was fully pre paid for online prior to arriving. Upon arrival the hotel charged me an additional $139. $139 is the pre tax rate for a standard double bed room. I explained to the hotel, that I pre paid for my entire reservation online through Priceline. I also showed the hotel proof of all receipts. The hotel refused to issue a refund for the $139, stating I would have to contact Priceline directly. After making several calls to Priceline, I was unable to get anywhere. Priceline claims the $139 was just a pending charge, and would drop off or be sent back, that was a lie. The $139 charge was posted to my account. Id like a refund of the $139 and I will be satisfied.

    Business Response

    Date: 03/13/2023

    ************************* stayed at the Courtyard ******* Southeast ******* on 2-25-23 for 1 night booked though a 3rd party *********** which is a advance purchase rate where he pays at the hotel, he was yelling at the staff saying he paid *********** which we called them for him here at the property handed him the phone where they had no proof he paid them was very angry and ended up hanging up on them. Here is the reservation that shows he booked though a 3rd.

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

    GENERAL MANAGER

    O ************  M ************

    COURTYARD BY **************************/*******

    7730 ********************

    *******, ** 46323

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

    Customer Answer

    Date: 03/13/2023


     I am rejecting this response because:

    Good Afternoon, 

    Sadly the ** ************************* is incorrect, I stayed at the property for 2 nights, February 25th and February 26th, both reservations were pre paid for online with *************......I've also uploaded the corresponding screen shots of both receipts from *************.   You can clearly see in both receipt screenshots, the amount that was charged, the date that the amount was charged, and the card number that was used.   The only part of the reply from the business that is correct is me speaking with *********** *********** is an affiliate of *************.  Once again I will reiterate my previous request:

    My entire 2 night reservation was prepaid for online with ************* (screen shots were previously uploaded with the first complaint)

    PURCHASE DATE:        2-1-23
    RESERVATION DATE:   2-24-23 (1 NIGHT)
    CHARGED AMOUNT:   $155.68
    **** * ** *****         **** **********

    PURCHASE DATE:        2-22-23
    RESERVATION DATE:   2-26-23 (1 NIGHT)
    CHARGED AMOUNT:   $166.88
    **** * ** *****           **** ***** ***

    I've uploaded a screenshot of the $139 charge that the hotel fraudulently charged me upon arrival on 2-24-23, you'll notice that the actual charge of $139 posted to my checking account on 2-27-23.  This is simply a matter of right and wrong.  The Courtyard by marriott chiacago southeast/******* should be appalled by the managerial and business decisions they've chosen to take.  I look forward to and speedy response and favorable outcome by The Courtyard by marriott chiacago southeast/*******. 

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



Courtyard Mariott is NOT a BBB Accredited Business.

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