Complaints

This profile includes complaints for Marriott International, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Marriott International, Inc. has 1259 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Marriott International, Inc.

  7750 Wisconsin Ave Bethesda, MD 20814-3522

• 

  Marriott International, Inc.

  22390 Flagstaff Plz Ashburn, VA 20148-2402

• 

  Marriott International, Inc.

  1331 Pennsylvania Ave NW Washington, DC 20004-1710

• 

  Marriott International, Inc.

  1100 Drummers Ln Wayne, PA 19087-1567

• 

  Marriott International, Inc.

  201 Waterfront St Oxon Hill, MD 20745-1135

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:07/11/2025

  Type:Service or Repair 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.

  From April 20, 2025 until April 27, 2025, I was a guest at the ************* in ********, ********. I parked my new 2025 ****** in a parking space farthest from the entrance.A line of trees runs along the edge of that parking lot, where I parked overnight for about 15 hours straight at a time. The branches hang over much of the parking ********* wasn't until June that I couldn't help but notice blinding specks on my windshield that looked like chips. That's because sunlight hadn't been blinding enough until then to notice. I researched that sap....honeydew from trees can drip onto windshields and give the appearance of chips The sap dried on the windshield, leaving pimple-sized bumps, which are very difficult to remove Rubbing alcohol was recommended, but in the process of working the alcohol into the droplets, swirl scratches have dominated my windshield, making it difficult to drive the vehicle in *********** glass expert was willing to remove sap or scratches..just replace the windshield or repair chips. Thus, I was left on my own to try to get the sap off None of this would have happened if Marriott cut their tree branches appropriately, not leaving them hanging over parking spots. No warning signs are present. I filed a glass claim with my insurance company, stating that the damage initially occurred at a Marriott property.Marriott has shy of 3100 complaints with BBB in 3 years, and just above 1/3 have been resolved. 3098 is not a good record, not that they're even apparently registered with the BBB, and only resolving 1077 doesn't say much for the ******* experienced rude staff at TownPlace Suites in ********** SC 5 years ago, and one rude manager at the Lakewood property, and I overlooked it. I'm requesting that my 100 deductible be covered for my new windshield, and if they don't cover it, I'm not overlooking Marriott's shortcomings anymore, and I'm done with the brand.

  Business Response

  Date: 07/11/2025

  Hello,

  Thank you for taking the time to share your experience at the ***********************  I am sorry to see that you are experiencing challenges with visibility in your windshield.  Unfortunately, the hotel is not responsible for any potential damage caused in the parking lot.  Thank you for your concern.

  Customer Answer

  Date: 07/11/2025

  
  
   Complaint: 23584842
  
  I am rejecting this response because:

  Staff is acting as if they're lawyers or claims adjustors, thinking they're experts at liability 
  A female clerk at the property who I spoke with on 7/10, said the complaint had reached her *******'s desk. The clerk didn't understand how the property would be liable, especially with signs posted. She stated that the ******* was feeling the same. I told the clerk that the signs pertain to damage or theft caused by other people or acts of God, not if the property isn't maintaining the premises properly, such as not caring for trees, etc.
  I've submitted photos showing just how bad their tree problem is 
  I've filed a separate Marriott complaint regarding the unkempt trees in general.
  I spoke with Mr *** today, general *******, who wouldn't provide the property's insurance information after my insurance company recommended I file a claim through it  He stated that it only goes through their insurance if They're liable. 
  How does Mr **** or a second ******* or the clerk know who's liable?
  I'm not dealing with Marriott anymore and chalking it as a learning experience. Even a Marriott customer service *** told me today that she sees car too many unresolved complaints and discouraged guests 
  3100 BBB complaints in 3 years with only 1/3 resolved is absurd and says much about the brand 
  On top of it, a guest service *** took it upon himself to open a bonvoy account without my permission yesterday, which a supervisor is investigating . 
  Why would I open a rewards account with the lousy treatment I've received from Marriott with no intentions of returning? Lol
  The property does need to do something about those trees.

  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/09/2025

  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.

  I am experiencing a room charge discrepancy regarding Reservation Confirmation #******** for TownePlace Suites **********-**************** that per the attached email confirmation shows a Total for Stay (all rooms) $359.10 USD. Unfortunately, I have been overcharged by the hotel in the amount of $437.66 for our 3-day stay -- arriving June 15th, 2025, and checking out June 18th, 2025. Please note that the initial emailed receipt received from the hotel properly shows a credit amount of $78.66 to be refunded to my credit card. However, after our checkout at 9:44AM on Wednesday, June 18th, the emailed receipt shows a room charge for 18Jun25 in that same amount versus the refund expected. I noted this error at checkout and the young lady at the hotel desk assured me that the difference would be refunded to my credit card. Unfortunately, this refund has not occurred.I have contacted management at the TownePlace Suites **********-********************** to discuss the issue, but they are refusing to acknowledge the room rates that I have in writing from Marriott for this reservation and are saying that they will not refund the difference of $78.66 that I am owed.I have also contacted Marriott Bonvoy Customer Support directly and they have acknowledged the issue. Marriott has reached out to the **************** of the hotel for further investigation, but several weeks have passed with no response from the hotel or any further communications.

  Business Response

  Date: 07/10/2025

  This property is operated pursuant to a license by an independent franchise management company unaffiliated with Marriott, and the matter has been referred to the franchisee for handling.

  Customer Answer

  Date: 07/11/2025

  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. With the assistance of the BBB and a representative of Marriott contacting the franchisee, a refund credit in the amount of $78.66 has been properly issued and this matter has been successfully resolved.
  
  Regards,
  ***** ******
  
  

• Initial Complaint

  Date:07/08/2025

  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.

  On May 25, 2025, I prepaid for a reservation at Courtyard by Marriott **************** / ********* View via *********** using Apple Pay. My stay took place from June 26 to July 1, 2025 (Booking #**********).Upon arrival, the hotel charged me again for the same stay, despite my showing proof of payment. The first ******* refused to review the documents or assist. A second ******* later acknowledged the error and promised a refund by July 1.The refund was issued but then recharged to my account on the same day I checked out (July 1). Ive now been double charged again, and the refund has still not been processed over a week later.Despite contacting the Marriott **************** of Consumer Affairs, Ive received no meaningful resolution. I have not been contacted by the hotel management, even though Corporate said they would follow up. I have resubmitted proof multiple times (Apple Pay receipt, *********** confirmation, emails).Due to this error:My trip abroad to ****** has been impacted by financial stress I am incurring overdraft fees because of the missing funds I have lost confidence in Marriotts ability to handle basic billing and guest support I am seeking:A full and immediate refund of the duplicate charge Reimbursement of overdraft fees An apology and compensation for the hardship and financial disruption caused This situation is unacceptable for any hotel, let alone a Marriott-branded property. Ive documented all communications and payment history and am happy to provide them to support my complaint.

  Business Response

  Date: 07/15/2025

  This property is operated pursuant to a license by an independent franchise management company unaffiliated with Marriott, and the matter has been referred to the franchisee for handling.
  
  

  Customer Answer

  Date: 07/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  Myshanique *****
  
  

• Initial Complaint

  Date:07/08/2025

  Type:Billing 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.

  BBB took a complaint over the phone. Below is the voice to text voicemail description

  
  My name is ******** Bandasky. My phone number is ************. My complaint ID number is ********. I stayed at Delta Hotels. I ordered room service. I called the restaurant and ordered food on the 3rd of July. I was told I could pay cash credit or have it charged to my room. I said, I will bring cash. I go down to pick my food up. I was told the register wouldn't work unless I bought something, so I bought another pop. That way he can open the register, give me cash. I go to check out on the 6th, and I was charged for the same food I had paid in cash with on my room. They sent me a receipt with my signature. I did not sign anything on this receipt that is not my signature. And they also told me that they did not have any cameras there to review the footage because I asked if they could review footage. I was just like compensated and the man that did all this, he needs to be fired.

  Business Response

  Date: 07/11/2025

  This property is operated pursuant to a license by an independent franchise management company unaffiliated with Marriott, and the matter has been referred to the franchisee for handling.

  Customer Answer

  Date: 07/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******** *********
  
  

• Initial Complaint

  Date:07/07/2025

  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.

  I booked a one-night stay at ******** by Marriott ******************************************************************* (Itinerary no. **************) for June 30 - July 1. At approximately 8:15PM on June 30, we checked into the hotel and was assigned room #***. After opening the room we found that the room is entirely unkempt and uncleaned from previous guests. We then went back to the front counter attendant and asked for a different room. The attendant asked if the room was very dirty, if not, we can wait and they can send housekeeping to swap the bedding so we may check in. We told her that the room was uncleaned, used, and need to check into a clean room. We were advised that all rooms (with double queen) were sold and we were asked to wait. After 15 minutes we were given room #*** on a cancelled reservation. We checked into room *** and *** was there telling us it was cleaned. After checking into this room, it appears to us that the room was hastily cleaned while we waited in the lobby. The bedding was poorly done, the carpets were uncleaned, and blood stains are visible on the bed sheets. All of this were documented in photos and available for your review. There was also only one bath towel in the room, and the sink was wet, another proof that the room was hastily cleaned while we were waiting. I called housekeeping for more towels but no one answered. Another issue I had was parking. At the time of check in, we were never told anything about a $10 charge. Yet I still received a charge in the email. We were also hoping to check out the pool but was advised that a young person has pooped in the pool and so it had to be closed. Though I appreciate the staff's effort in offering me a room while housekeeping and management collapsed, I still believe the entire experience spoiled my trip to ****** as we were traveling from ****** on a roadtrip. I also believe it is disrespectful and deeply offensive to assign a used, unkempt and untidy room to a new guest.

  Business Response

  Date: 07/08/2025

  This property is operated pursuant to a license by an independent franchise management company unaffiliated with Marriott, and the matter has been referred to the franchisee for handling.

  Customer Answer

  Date: 07/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* *****
  
  

• Initial Complaint

  Date:07/06/2025

  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.

  During a June *****, 2025 stay at the Element by Westin at *************************************, I was charged for a "damaged tv," with no notice/explanation/opportunity to dispute. On June 24 around 9:40 p.m. I had been in bed for about 40 minutes watching TV when suddenly the TV went black in the lower 1/3 of the screen & proceeded to turn off completely. I had only touched the TV twice during my stay, once earlier that day holding the left edge to gently glide the TV to the side on it's swivel to see it from the couch, as is meant to do with those TV's, & back toward the bed later that evening. I was not touching the TV when it stopped working & did not damage the TV at any time. It was late so I went to sleep & called the front desk in the morning June 25 to ask if maintenance could look at it before I left for the office for the day. Maintenance came to my room, looked at the TV, said he was going to get a new remote to see if that fixed it & if not he would replace it with a new TV. I said thank you & left for work. When I returned that evening, there was a new TV in my room. I checked out on June 26 & asked to have my folio emailed to me as I usually do. That morning I noticed the charge on my folio for $770.63 for a damaged TV. I called the hotel & the front desk clerk said she saw the charge but thought I was aware of it. She transferred me to the manager ******, who was rude & short, saying only "the damage occurred during your stay so we have to charge you," "you must have caused the ************* have to charge ************** your word against ours." ****** refused to give me information on how to contact his superior, so I am filing this here in hopes that someone in corporate can review this, as I can't believe this is Marriott's policy nor their normal customer service. I have cancelled my 19 future nights at this location now through November until this matter can be reviewed & resolved. I was staying at this location average 5 nights per month.

  Business Response

  Date: 07/10/2025

  This property is operated pursuant to a license by an independent franchise management company unaffiliated with Marriott, and the matter has been referred to the franchisee for handling.
  

  Customer Answer

  Date: 07/10/2025

  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 insomuch that the Element Seattle Sea-Tac refunded the entire amount for the damaged TV, but due to the tone/verbiage of the email I received from manager ****** *********, I believe the Element continues to blame me for the damage. I worry that I would be charged if an appliance such as the dishwasher or refrigerator were to stop working during a stay, or I would be charged for water damage if a pipe were to burst during my stay. For that reason, I will no longer be staying at an Element, which I learned is an 'independent franchise management company unaffiliated with Marriott." Marriott's consumer affairs office served solely as mediator for the purpose of this complaint. 

  Regards,
  
  ***** *****
  

  
  

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair 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.

  *********** ****************************** June 23 to June 26 ***** ******* **** I travel for work often and collect points without any issue. Prior to this trip I confirmed with booking and hotel it would qualify for points. When I checked into hotel they confirmed again it would qualify for points but explained that they were a franchise and that is the reason it was not populating on my bonvoy app. After my stay I reached out to have the points added and was told it was not a qualifying rate this is incorrect and I did not book under a reduced rate. I would like my points added to my account ********* . Thank you

  Business Response

  Date: 07/04/2025

  This property is operated pursuant to a license by an independent franchise management company unaffiliated with Marriott, and the matter has been referred to the franchisee for handling. 

  Customer Answer

  Date: 07/08/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23554817
  
  I am rejecting this response because:

  I receive conflicting messages on why points are not earned. No further response needed and I will give up but I would not mark this as resolved. 
  
  
  Regards,
  
  ***** Antonio ********************************************

• Initial Complaint

  Date:07/03/2025

  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.

  I concluded an extended stay at the Aloft ************************ on June 24th and my folio does not show as closed, the hotel also has charged multiple cards, which they say are authorizations but evidence shows otherwise; as I have transactions posted to my accounts on June ************ staying exclusively with Marriott for 3 years, for business travel. This is despite the preferred partner being ******. I have earned points on every stay without issue, but for some reason I have also not earned points on this stay which some have questioned if this stay (that I chose) is eligible. They're saying for some reason that this was booked via Expedia but the reservation itself shows my loyalty number, card number, and the selected rate and cost as it normally does. This is a business travel, and like almost all business travelers - we book through an expense platform. This also shows as being eligible for hotel loyalty points, as its a pay upon arrival rate not an advanced payment rate, nor is it a non-monetary rate plan.I have other stays upcoming with Marriott brands, one opportunity even next week at the same hotel and I'm very skeptical at this point after 10 days of trying to sort this out.

  Business Response

  Date: 07/08/2025

  This property is operated pursuant to a license by an independent franchise management company unaffiliated with Marriott, and the matter has been referred to the franchisee for handling. 

  Customer Answer

  Date: 07/08/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23552682
  
  I am rejecting this response because: I called corporate and got someone else to actually assist me and this was resolved. All originally involved from corporate failed, one person even hung up on me. 
  
  
  Regards,
  
  **** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/11/2025

  We have acknowledged the guest's concern and have taken the necessary steps to address it. We believe the issue is now resolved.

• Initial Complaint

  Date:07/02/2025

  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.

  Housekeeping did not have any wash clothes for 5 of 7 days for multiple rooms. We made several attempts via phone, email and ******** with the problem not being addressed. In addition, we cannot get Marriott points earned. It was a block of rooms, and the service was less than expected from a Marriott. The biggest issue/concern is that I/we cannot get anyone to address or listen to our concerns and make it good. I/We cannot get our rewards/points. NO way to speak to anyone. It has been the worse Marriott stay experience every with no consideration to customer.

  Business Response

  Date: 07/09/2025

  This property is operated pursuant to a license by an independent franchise management company unaffiliated with Marriott, and the matter has been referred to the franchisee for handling.

  Customer Answer

  Date: 07/10/2025

  I was contacted by ***** ******, Director of Sales & Marketing with apologizes for the situations reported, earned rewards points to be applied to our Marriott accounts and ***** extra points for our negative experience.  

  Customer Answer

  Date: 07/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** Kaye ***************

• Initial Complaint

  Date:07/01/2025

  Type:Billing 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.

  Bonvoy # ********* Marriott charged my credit card for an unknown reason. I have not had any Marriott Courtyard activity recently. The charge of concern:* 06/27/25 - one charge of ***** (from Marriott Courtyard)Why is this appearing on my credit card?

  Business Response

  Date: 07/08/2025

  We have acknowledged the guest's concern and have taken the necessary steps to address it. We believe the issue is now resolved.

  Customer Answer

  Date: 07/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** ******