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Business ProfileforMarriott International, Inc.
Hotels
The Complaints and Reviews shown on this HQ profile may have been submitted against either the HQ itself or one of the corporate-owned locations found under "Find Locations".
At-a-glance
Related Categories
Business Details
This is a multi-location business.
- Headquarters
- 10400 Fernwood Rd, Bethesda, MD 20817-1102
- BBB File Opened:
- 11/26/1990
- Years in Business:
- 96
- Business Started:
- 5/20/1927
- Business Started Locally:
- 1/1/1984
- Business Incorporated:
- 10/1/1991
- Licensing Information:
- This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
- Type of Entity:
- Corporation
- Alternate Business Name
- J W Marriott Hotel
- Marriott Corporation
- Renaissance Hotel
- Business Management
- Mr. David Ellis, General Manager
- Mr. Christian Mari, General Manager
- Mr. Rich Casale, Customer Relations Specialist
- Mr. Jack Haggerty, Customer Relations Specialist
- Ms. Kimberly A. Neyba, Public Relations Director
- Ms. Barbara Coleman, General Manager
- Ms. Deanne Howard, Ceo
- Mr. Arne Sorenson, President
- Mr. Jay Patel, Owner
- Contact Information
Principal
- Mr. David Ellis, General Manager
- Mr. Christian Mari, General Manager
- Mr. Rich Casale, Customer Relations Specialist
- Mr. Jack Haggerty, Customer Relations Specialist
- Ms. Kimberly A. Neyba, Public Relations Director
- Ms. Barbara Coleman, General Manager
- Ms. Deanne Howard, Ceo
- Mr. Arne Sorenson, President
- Mr. Jay Patel, Owner
- Additional Contact Information
Fax Numbers
- (801) 832-4328Other Fax
- (570) 343-5121Other Fax
Phone Numbers
- (610) 260-9444Other Phone
- (703) 413-5500Other Phone
Website Addresses
- (801) 832-4328
Customer Complaints
2,706 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
01/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Here are my personal details:- *************** Membership Card Number: ********* - Email: ********************** Phone: *********** Regarding my reservation details:- Booking Confirmation Number: ******** - Hotel Name: ***************** - Check-in Date: February 2, **** - Check-out Date: February 5, **** Today, I received a notification stating that the hotel would be unable to provide a room on my check-in date but offered to transfer me to another hotel. This is concerning as it appears to contradict the guarantee of available rooms outlined in the membership terms.One of the reasons I chose ***************** is its unique panoramic environment, facilities, and location. Being transferred to another hotel may not meet my expectations for the accommodation. Additionally, such a handling may significantly impact my travel plans and cause inconvenience and disruption.Before my check-in, I kindly request a thorough investigation into this matter and an explanation along with a reasonable solution. I believe resolving this issue is crucial for maintaining customer relations and upholding the reputation of your ******* have already contacted the staff of Marriott Hotels Group and they have stated that they do not provide any solutions. This is a violation of commercial terms by Marriott Hotels, not a problem for the guests. I hope the company can provide a proper solution.
Read MoreCustomer Reviews
346 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Jazmin P
1 star
04/11/2024
Courtyard by Marriot in Lynchburg Va has a very rude, nasty, disrespectful general manger. Lynne S****** canceled my brother’s & mother’s room after pulling money from his card. While trying to talk to her she hung up on him & my brother is a very well mannered young man that’s in the marines & who’s also not confrontational so I’m not sure why she would hang up on him. I then call her trying figure out why we’re the rooms cancelled (I’m also a Marriot employee she explains to me stuff i never heard but also didn’t make sense & instead of me going back & forth with her I decided to get confirmation with my management with what she said & give her a call back which she said was fine. Once I called back to inform her she wouldn’t even let me get 2 words out. She also proceeds to say one minute “I didn’t say this to “oh I didn’t mean to say this” all while trying to pull up the correct information. She proceeds to yell & have smart remarks. I tried to stay calm & told her just send me documentation she’s referring too, she said she would then proceeds again to go back & forth I then ask her once again to just send it she responds to me NO At this point I just wanted to speak to a higher up because the situation wasn’t getting anywhere & now my family is without a room she still tells me NO. I try to explain to her that I don’t want any problems & that I don’t want to argue & that I also understand that she’s at work but she didn’t have to be rude, give false information, & instead of apologizing & fixing the situation she hangs up. I guess I made things worse once I asked for her boss but that situation was completely unnecessary & I’ve never & my family has NEVER dealt with anything like that. I tried to type as minimum as possible but there’s a lot that happened on that phone call. Unacceptable for a general manger! What a complete waste of time & energy. I got in touch with another manger inside that hotel who insured me for correction & apologies but never got back
Marriott International, Inc. Response
04/16/2024
Marriott International, Inc. thanks you for taking the time to provide feedback about your disappointing experience. Please accept our sincerest apologies for any frustrations you may have experienced. The service you describe is not consistent with the training our associates receive nor is it indicative of our corporate philosophy. Please be assured we will use your experience as a training opportunity for our management teams to improve the services we provide. We never want a guest to leave with a negative experience and always encourage contacting Marriott Customer Support for further assistance mediating with on-site hotel leadership. Please see our website for further contact information to address the service you received - ***************************************************************. Thank you again for bringing this to our attention. We hope we will have another occasion to meet your expectations and welcome you back in the future.
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