ComplaintsforMarriott International, Inc.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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.

  Business response

  02/02/2024

  Marriott's ****** of ******** Affairs and the Hotel's Director of Welcome have been in touch with the Guest. Although the Hotel was unable to meet the Guest's request for Marriott Bonvoy points, he was offered relocation at the same rate, or a complimentary night for a ***********.
  
  ***************************, Corporate Liaison, Marriott's ****** of ******** Affairs

• Initial Complaint

  08/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I stayed at the hotel between aug 1-4 2023, after checking out i noticed a pending charge of 300$ placed on my account more than 24hrs after i had left in addition to the cost of my stay, when i contacted the hotel to inquire i was told to contact my bank if i felt the charge wasn’t justified, a heated exchange followed and the following day the 300$ charge was canceled only to be replaced by another 2 charges totaling over 1100$, these charred were pending charges and served no purpose other than to tie up my credit card balance as a petty retaliation to the previous argument, that makes 3 charges to my account made without my consent long after i left, proving that they kept a record of my credit card information and continue to use it

  Customer response

  08/27/2023

  The situation has been since resolved 

  Business response

  08/30/2023

  The hotel's revenue manager has contacted the guest via email and has provided confirmation of the legitimate charges for the stay. Guest has been advised to contact his banking institution should he believe there are fraudulent transactions as the hotel does not have record of the additional charges guest has claimed in his communication. Revenue manager has provided his contact information should the guest have additional questions.

  - *****************, Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom this may concern, We had the most unpleasant surprise at Marriott Property, unlike any other Marriotts we stayed in the past. We experienced some situations Marriott SpringHill Suites Houston ***** Airport July 10th. that should be brought to senior management attention as well as the safety team at Marriott. We checked in and had to immediately checked out due to the condition of the hotel. My husband and son could not enter the bathroom without hitting their knees. It was a very tight space. My husband actually hit himself while trying to access the bathroom. The room furniture was also old and scratched and the room wasn't clean smelling. We stayed in that room no more that 30 minutes. We left and stayed at another nearby Marriott (Residence Inn Pasadena) where the staff and rooms were exceptional. We contacted Marriott 1-800 immediately since the hotel staff was not very helpful and they confirmed that the points and $50 charged would be refunded. At Marriott customer service we spoke to ***** and ********* and they confirmed that this would be back on the card within a few days. It's been over 10 days and this refund has not been processed. ******************* Member *********

  Business response

  08/07/2023

  Dear *******************,

  Thank you for your claimed with Better Business Bureau.  We received communication from the hotel that they had reached out to you regarding your concerns.  Below was an email sent to you.  And you have disputed the charges with your credit card company, so there is nothing else the hotel can do.

  *********************** <**************************************************>
  

  Fri 7/21/2023 519 PM
  To:******************** <********************>
  Dear **************,
  Thanks for contacting us regarding your most recent stay at SpringHill Suites Houston *****. I am
  sorry that the standard of the room was not up to your expectation. The cancellation policy for the
  hotel room is 1 day before arrival. If you would like to cancel after passing the free cancellation
  period, it would be subject to be charged of cancellation fee. Upon checking out of the room, hotel
  informed tge guest that this reservation has passed its free cancellation period and is already
  checked in. Your reservation was booked with half points. I would like to advise you that the points
  redeemed has been returned to your account. Regretfully to inform you that we are not able to
  process a refund on the cancellation charge.
  With Hospitality,
  ****
  SpringHill Suites Houston *****

  Sincerely,

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

  Marriott's Office of Consumer Affairs

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

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked Westin Resort and Spa Boulevard Kukulcan Km 20, Cancun, QROO, 77500 Mexico for July 10-13 for ****** ********* through *******. Upon booking we knowingly purchases a nonrefundable package which included this hotel and also airfare through *******. Upon attempting to depart from Guanajuato Mx July 10 we were not allowed to board as our daughter was crying and as a result we missed our trip. We have contacted the hotel through ******* various time to explain the situation however the hotel declines a refund or credit. Again I understand we purchased a nonrefundable package however this event was out of our control and we did nothing wrong. I request the Westin offer us a refund or a credit for a future credit.

  Business response

  08/08/2023

  Marriott's Office of Consumer Affairs confirmed that the guest will need to work with the third party vendor regarding this refund request. This was communicated to the guest by email. Thank you.
  ***** ******
  Corporate Liaison
  Marriott's Office of Consumer Affairs

  Customer response

  08/10/2023

  [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: ********
  
  I am rejecting this response because: the hotel staff are telling me one thing and the third party Expedia tell me another but neither are really assisting. Marriot Westin is just causing more confusion and is being misleading.
  
  Regards,
  
  ****** *********
  

  Business response

  08/15/2023

  Our response remains unchanged. Marriott's Office of Consumer Affairs confirmed that the guest will need to work with the third party vendor regarding this refund request. This was communicated to the guest by email. Thank you.
  ***** ******
  Corporate Liaison
  Marriott's Office of Consumer Affairs

  Customer response

  08/17/2023

  [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: ********
  
  I am rejecting this response because:
  I have communicated with the third party and they have also communicated with the Westin. The Westin was given the response they requested from Expedia but Westin has not responded and has ignored my messages.
  
  Regards,
  
  ****** *********
  

  Business response

  08/25/2023

  Our response remains unchanged. Marriott's Office of Consumer Affairs confirmed that the guest will need to work with the third party vendor regarding this refund request. This was communicated to the guest by email. Thank you.
  ***** ******
  Corporate Liaison
  Marriott's Office of Consumer Affairs

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  JUNE 18 CHECKED IN RESERVATION# ********. HAVE NOT RECEIVED THE $50.00 INCIDENTAL CHARGE TO MY DEBIT CARD ON FILE . PER THEIR POLICY THIS IS TO BE RETURNED TO ME WITHIN 3-5 DAYS. 2 ROOMS WERE BOOKED UNDER THIS RESERVATION. ONE ROOM I RECEIVED THE $50.00 BACK . 2nd ROOM I HAVE NOT. HAVE PUT IN MANY PHONE CALLS TO ACCOUNTING AT THIS LOCATION. NO CALL BACK CALLED THE MANAGER AT THE LOCATION NO CALL BACK EITHER . CALLED MARRIOTT CORPORATE THEY INFORMED ME I HAVE TO TAKE IT UP WITH THE MANAGER AT THE LOCATION. UPON ENTERING THE ROOM , WE SAW BURN MARKS IN THE CARPET WHICH WE INFORMED THE FRONT DESK, THEY NEVER NOTED IT. ROOMS WERE MUSTY AND OLD . FUTURE WILL NOT STAY AT ANY MARRIOTT , BAD CUSTOMER SERVICE . HOPE BBB CAN GET THEM TO REFUND ME THE $50.00

  Business response

  07/13/2023

  Marriott's Office of Consumer Affairs and the Hotel's Accounting Manager have been in touch with the Guest. The guest has been informed that she will be refunded. 
  
  ****** ******, Corporate Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Booked hotel stay at courtyard Marriott Bahamas 6/30/2023-7/3/2023 was charged for a double bed room. Due to a major flight cancellations thousands of passengers were effected during those days so no available flights it was posted on *** and *** news. I am requesting to have a voucher credit of the total amount of the stay which is $972 the website has posted no refund or cancellations but I am asking for a courtyard Marriott credit of the amount that I could use to apply to another courtyard Marriott. I can’t afford to just loose that much money through no fault of my own with a justification of no refund or changes. It’s bad enough our chance to go to the Bahamas first time in years was canceled but to then loose the money as well for the room is too much PLEASE at least give me a credit voucher for 3 days that can be applied to another courtyard Marriott or at least to the same place again to be used at a later date for a 3 day weekend. Please note the $1800 that I spent just for the airline which was ****** it will take 3 weeks for them to refund my ticket so for the July 4 th weekend there is a total loss of $2,772 I know to some people that is not a lot but to a hard working person that doesn’t make that much money and trying to finally have a vacation and do something nice for my partner it is devastating. Please credit me the 3 nights. REF# ********

  Business response

  07/28/2023

  Marriott's Office of Consumer Affairs has spoken with the guest and confirmed that the third party booking company has provided a refund.
  - **** ****, Liaison, Marriott's Office of Consumer Affairs

  Customer response

  07/31/2023

  [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

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 06.07.2023 The amount used: *********** Travel Rewards and charged 231.77 on one card and another charge of 148.36 on another card. One-day stay at the New York Marriot Marquee for 06.18.2023. I asked the front desk for someone to talk to about my room, and they told me to leave a review instead. I then called, and they filed a report #***-***-**** on 06.19.2023. I asked them how long it would take to get back to me, and the supervisor on shift told me she didn’t know the process. It is now 06.29.2023, and nobody has contacted me about my stay or a refund. The hotel committed to providing me with a hotel. A hotel offers a place to sleep and shower. I wasn’t able to do this. See below: I’ve never stayed at such a horrible hotel. Where do I start? 1. Tub was clogged See Picture C in Document. My mother took a shower, and the drain took forever to drain her water. I had no choice but to shower with my feet submerged in dirty water from her shower. To make matters worse, my partner also needed to shower and refused to shower in submerged dirty water. 2. Upon booking, we stayed one night at the Marriot with a time square view and double beds. The description of this room only said “ double bed. “ See the attached picture A in doc of 1st booking .that is what we got for double beds. One guest was on one bed and my partner was on another bed. We slept with no issues because it was a true double bed! The second room we booked was described as a “ double bed “with no time square view See picture B in doc. No description of the bed size other than just “ double bed .” Being in both rooms would allow me to experience the difference in beds. We both did not fit on this bed. My argument is the description for both rooms was just “double beds. “ Bed caused neck and back pain. 3.Dining: Don’t dine here. The drinks are not well made. The food is not up to par. We were very sick the next day from the food. We have video's, file too big to upload.

  Business response

  07/20/2023

  Hotel management has contacted the guest to inform her that they have processed a refund to the credit cards on file. As a token of apology and gesture of goodwill, the hotel offered to post Marriott Bonvoy points to the guest's account. The guest is happy.

  *********************, Corporate Liaison, Marriott's Office of Consumer Affairs

• Initial Complaint

  06/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  6-8-23 Stayed a week at the residence inn in Milwaukee, WI. We booked and paid for our stay through a travel agent who went through ****** vacations. The hotel did not ask for a card to put on hold for incidentals at the time of check in. We had a rental and knew we had to pay for parking as a separate charge, at check out. We checked out in the morning and I handed them a different card than what I used to pay for the trip to pay for the parking fees. Once we got home and I checked my banking account I noticed 4 pending charges and none were related to the price of the parking fee then I noticed that $1154 was taken out of my account. I called to see why this was charged and I was told it was a mistake on a night clerks end and they didnt know why there was 4 pending charges. I was able to get my bank to reverse the pending charges and after several days or talking with the general manager I was able to get $964.35 put back on my card. (This WAS NOT done in a timely manner!) A few weeks go by and I check my bank account that goes with the card I used to pay for my trip and it has now been charged for the $964.35 WITHOUT my approval. We have once again tried to contact the general manager with no response back.

  Business response

  07/07/2023

  Marriott's Corporate Office Of Consumer Affairs has spoken with the guest regarding their refund request. The guest has confirmed the General Manager of the hotel has processed the refund and it has been received in full. Marriott's Office Of Consumer Affairs will be sharing the guest feedback with the appropriate parties.
  ***** ******, Corporate Liaison, Marriott's Office Of Consumer Affairs

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Sir/Mdm, I am writing to seek advice to deal with an issue with Marriott Hotel, Fairfield Inn & Suites Savannah Downtown in Savannah, Georgia. I want to seek assistance in pursuing a refund. On March 29, I made a reservation for Apr 6-10 at the hotel, stayed, and paid USD 965.87. However, prior to the stay, I had mistakenly canceled two other bookings, April 6-8 (USD 514.85) and April 8-10 (USD 375.86), at the same hotel, which I only realized a month later were non-refundable. I contacted the hotel management twice after noticing the charges on my credit card statements ( generated a month later). I am an authorized user of the credit card used, which is issued under my spouse's name. As such, I do not receive real-time notifications of transactions and only become aware when monthly statements are generated. While the hotel refunded USD 375.86, they refused to refund USD 514.85, claiming that I had notified them late. But I had also called in after the stay to request the refund of USD 375.86. For the second booking, it took 5 days to reach **. ******** *****, the Operational Manager, during my second call, as she was out of office or in meetings. Marriott Customer Service did not provide a satisfactory resolution, explanation or offer a justification for the hotel's decision. I wanted the hotel to consider my stay and grant a refund as an exception, instead of blindly enforcing the cancellation fee, given I had fulfilled my contractual obligations as a consumer by staying at the hotel and paying for a reservation. Additionally, I have attached three files for your reference: information regarding the paid reservation and the two cancellation, email correspondence with *** ******** ***** and Marriott Resolution team, and bank statement in late April. I sincerely appreciate your time and consideration in addressing this matter. Your guidance will be invaluable in helping me navigate this situation. Thank you. Sincerely,*****

  Business response

  07/03/2023

  Hotel leadership has reviewed and declined any additional refund or compensation for this issue. The reservations were booked as advanced purchase, non refundable rates. An exception and waiver of one cancellation fee was previously provided as a goodwill gesture. No additional compensation will be provided. We must respectfully decline any further actions taken on this issue as occurrences of this nature are at the discretion of hotel leadership and we support their decision.
  - **** ****, Liaison, Marriott's Office of Consumer Affairs

  Customer response

  07/05/2023

  [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: ********
  
  I am rejecting this response because:
  While I appreciate your attention to this matter, I would like to further discuss the situation and explore potential avenues for a resolution.
  
  While I understand that the reservations were booked under advanced purchase, non-refundable rates, the inconsistency in the treatment of my reservations remains a concern. I was treated as if I did not stay at the hotel at all, even though I did, for 4 nights. There was no consideration of this fact at all by the hotel's management- the hotel seemed to have disregarded and treated me as if I had not stayed at the hotel at all.
  
  I am grateful for the waiver of one cancellation fee provided as a goodwill gesture. However, I believe there are valid grounds to argue for additional compensation or a refund for the second cancellation.
  
  I kindly request a more comprehensive explanation of the specific terms and conditions that govern situations where a customer unintentionally cancels a non-refundable reservation but still stays at the hotel. Understanding these terms and conditions will help me evaluate the fairness and reasonableness of the hotel's decision and determine if there are any legal implications that may warrant further consideration.
  
  Moreover, while I appreciate the discretion of hotel leadership in making decisions, it is important to ensure that these decisions are not arbitrary and are based on fair and consistent principles. In this regard, I would like to explore any legal aspects and protections that may be relevant to my case. I kindly request your assistance in providing insights into the legal framework surrounding non-refundable reservations and the rights of consumers in such circumstances.
  
  I approach this matter with the sincere hope of finding an amicable resolution. As a valued guest, I believe in the importance of maintaining a positive and mutually beneficial relationship. Therefore, I kindly urge you to reconsider the decision and explore potential options for a fair and just resolution that upholds the principles of consumer protection and maintains the reputation of your esteemed hotel.
  
  Thank you for your attention to this matter. I look forward to your prompt response, as it will greatly contribute to the clarification and potential resolution of this issue.
  
  Regards,
  *****
  

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 3-5 of 2023 I stayed at the Kinley Chattanooga Southside Marriott hotel in Chattanooga. Per their policy they pay $100 if they fail to give you a gift at check-in based on status. They failed to give me a gift at check-in. I reported the incident and at first they gave me the run around. Then through emails finally agreed to pay. After several more emails they said they’d mail a check in roughly 30 days. Post that email in April they have been unresponsive. It’s June. They have also said since my status reduced end of March i need to contact different employees and essentially start my communications from scratch.

  Business response

  07/03/2023

  To whom it may concern,
  
  On the 20th of June 23, our Case Resolution team has advised you that we will honor the Guaranteed Welcome Gift compensation as it is published on our website <******************************************************************************;. You also been advised that a check was issued on the same sate and it may take 6 weeks to arrive to your postal address. Additionally, you have been offered a bonus of points as a token of our apologies.
  
  ***********************, Corporate Liaison, Marriott's Office of Consumer Affairs

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