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.

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• 

  Marriott International, Inc.

  7750 Wisconsin Ave Bethesda, MD 20814-3522

• 

  Marriott International, Inc.

  1960A Chain Bridge Rd Mc Lean, VA 22102-4001

• 

  Marriott International, Inc.

  16 Glenmaura National Blvd Moosic, PA 18507-2126

• 

  Marriott International, Inc.

  1150 22nd St NW Washington, DC 20037-1219

• 

  Marriott International, Inc.

  7800 Ferry Ave Clinton, MD 20735-1731

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:05/26/2025

  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.

  Pre-booked for two nights at The Marriott *************************************, ******, on May 21st to May23rd, 2024. The reason it is just over a year over due as I thought the manager at The Marriott had provided reimbursements, that he had promised, to my Marriott account. The complaint is very simple, and from my understanding, was resolved based on the manager, ****** *********, who was the one who offered me the replacement/reimbursement amount, back when i occurred in May 2024.I booked a two-night stay. I travel the world with a business banking/CC, even at Marriott's and had never have a problem, until ****** and Oshawa Marriott in May 2024.The issue is I pre-paid but ****** refused to accept my CC/Bank Card from the *************. I told him I had never had a problem before, and asked him to put a huge amount on my Credit Card to alleviate any concerns, even though the room was pre-paid.He made it feel personal, with a certain level of degradation that I did not have a different card, etc... He refused to let me check in without a valid Canadian Card that he approved, even though I told him I checked in at other Marriott's, The Ritz, Mandarin Oriental's, etc... with no issues whatsoever, until ******.I had to get my Mum who was not close to use her credit card for incidentals, that everyone other major hotel brand in the world, were able to use my US card, including Marriott, without issue, until ******,We used my Mum's card and after a few hours of embarrassment I was able to finally check into The Marriott in ******, managed by ****** *********. I was upset and brought it up to him the next day and mentioned it was extremely unprofessional what he did, and a complete overstep, he agreed, and we discussed reimbursement. He said he was unable to provide a cash refund, for two days, which we agreed to. so he offered Bonavoy Points, enough for two days. I never recieved them.

  Business Response

  Date: 05/29/2025

  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: 06/06/2025

  [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: 23379513
  
  I am rejecting this response because:
  

  I accept the response, just waiting on confirmation for part of the request for a Status Change. I received an email from Marriott Oshawa's GM, and it was completely devoid of responsibility or understanding of the stress and problems his Manager created, but, Marriott *********** in the ** were beyond professional.  
  
  Regards,
  
  ******** ********
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/11/2025

  The guest has been responded to and we are not able to make the exception he is requesting. However we have offered an alternative option for him.

• Initial Complaint

  Date:05/26/2025

  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.

  I stayed in the TownPlace Suites as listed above. I was very disappointed with my stay and I requested to be reimbursed at least 50% of my entire bill of $505.90. I explained, I did not want free stays in the future. My room had black mold in the bathroom and I immediately notified the staff. The only resolution was to move me into a room that only had a sofa style sleeper. I am a disabled veteran, with metal rods in my back and I would not be able to sleep on a mattress like that which was offered to me. I had to go to ******* to purchase cleaning supplies to clean as much of the mold as possible. I have the pictures of the mold and receipt of the cleaning supplies I purchased. In addition to the mold, the light in the front room was constantly flashing, the TV in the bedroom did not work, and ******* did not work during my entire stay. I had an appointment I needed to attend and as I prepared my clothes for this appointment, the iron was not working. When I called the front desk, I had to go to the lobby to exchange my iron, instead of staff bringing the iron to me. This stay was not a $200+ room each night accommodation. I have a video of the light and pictures of the mold. If I wanted to have a subpar room, I would have made reservations for a lesser room and expect to get what I paid for. I did not receive the quality of my accommodations I paid for. Please resolve this issue. ***I have a video of the flashing light in my room. I cannot upload the video for some reason,Thank you, Dr. ** ******

  Business Response

  Date: 05/29/2025

  We have acknowledged the guest's concern and have taken the necessary steps to address it. We believe the issue is now resolved. 
  
  ****** *******,Corporate Liaison, Marriotts *******************************;

• Initial Complaint

  Date:05/25/2025

  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.

  I redeemed ****** Marriott Bonvoy points for a stay at this hotel and checked in around 7 PM. From the moment I arrived, the conditions were unacceptable. The air conditioning was completely out in the lobby during 90+ degree weather, and the first room I was assigned had a sticky bathroom floor with visible hair and dirt. I switched rooms, only to find the second one just as unclean.Despite the poor conditions, I tried to make it work. I left for dinner with a friend and returned to find no improvement in the A/C situation. As someone with a health condition that makes me prone to passing out in high heat, I made the decision to check out before midnight for my safety.The front desk staff acknowledged the issues and assured me my points would be reinstated. However, when I followed up with Marriott customer service, I was told my case was closed because I had switched rooms and the second was okay, completely ignoring the dangerous conditions and broken A/C that forced me to leave.I stayed less than five hours and was still charged my full reward points. No accountability, no follow-through, and no regard for guest safety or basic cleanliness. Extremely disappointing experience from a brand I usually trust.

  Business Response

  Date: 05/26/2025

  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.

• Initial Complaint

  Date:05/25/2025

  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.

  I am a Marriott Bonvoy Gold Elite member, and I recently encountered a highly disappointing experience involving one of your participating properties, The Cosmopolitan of **********I had two overlapping reservations at the hotel. I completed my stay using one reservation, while the second reservation was unused. Before and at the time of check-in, I inquired with the hotel to confirm my reservation(s). However, I was only informed of one reservation, and there was no mention of the second. Due to this communication failure, I was later charged a no-show penalty under the 72-hour cancellation policy.I have already submitted a complaint regarding this matter directly to The Cosmopolitan through BBB, but the issue remains unresolved. Therefore, I am escalating this matter to Marriott International, as the parent brand overseeing guest experience, communication standards, and the Bonvoy loyalty program.While I understand that policies are in place, the lack of proper response from both the hotel and Marriott support resulted in an avoidable charge. As a loyal Gold Elite member, I expected better support and communication.I am requesting a fair resolution, such as a refund, Bonvoy point compensation, or partial credit, and a formal review of this case by Marriott Guest Services.Thank you for your time and attention.

  Business Response

  Date: 05/30/2025

  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.
  
  
  

• Initial Complaint

  Date:05/25/2025

  Type:Product 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.

  I booked a room at this Hotel thru ************************** on 5/16. The amount of the room was ****** which was billed to a mastercard ending in 1179. I then proceeded to the Hotel and checked in. When I checked in used a ****************** card ending in 0859 for incidentals only. I noticed the next morning I was billed ***** on my fidelity card with a ***** incidental fee. I went to the front desk to as why I was bill an additional ***** on my fidelity card. I was told by ******* **** that this charge should fall of in 3 to 5 days. It didn't. I called ******* on Wednesday of this week and advised the was charged. She told me she would check the accounting records that day and reach back out to me. I never heard from and contacted Marriott Cooperate. They were no help and only referred me back to Hotel that 8 days later hasn't dine anything. I spoke to someone from the Hotel that advised me the 1179 card was used for my stay but has yet to explain why the ***** was billed with the ***** incidental. It seems someone from the hotel added this charge as I had only booked one room. I've attached supporting documents. I would like this to be resolved with a refund of my ***** as I never have permission or was advised I would be billed an additional ***** by this hotel. I've attached the receipt given to me at check out by *******. The screenshot from ************************** of my reservation. My fidelity bank statement that shows the ***** incidentals and a debit card charge of *****.

  Business Response

  Date: 06/03/2025

  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.
  

• Initial Complaint

  Date:05/25/2025

  Type:Product 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.

  My wife and I stayed in this hotel from ***** May. The check-in Staff was very friendly and helpful.However, during our stay in room 103, we were quite disappointed, as we discovered bugs in our room nightly. Attached are a few photos, which shows the dirty grout in the bathroom as well. I also noticed bugs in the hallway a few doors down from our room on the morning we checked out. Photo 1 is of a *****, and photos 2 and 3 are of some type of bug that crawls and then ***** up.I informed the Hotel *** who checked us out, and I also showed the *** the attached photos and the *** said nothing, not so much as an apology. On Tuesday, 20 May, I called the Hotel and asked for the General Manager's email address and was given ******************************* I sent an email referencing the above complaint to the *** However, as of today, Sunday 25 May, I have not received a response and I feel as though, my complaint is being ignored.The bottom line, as a paying customer, all that I ask for is quality for the room rate.

  Business Response

  Date: 05/30/2025

  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.
  
  

• Initial Complaint

  Date:05/24/2025

  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.

  Im a single mom traveling with my kids. Upon checkin I discovered we were on the first floor. I immediately asked to move up to a different floor for safety concerns. They said we were the last of our type of room to check in - but I noted I was likely the only reservation with ONE adult. They said to check back in the morning. I am also staying with a softball team - everyone else was granted the team price of $199 a night. The hotel is charging me OVER $300 a night! Upon checking with our teammates I discovered a strange man had been harassing the girls and asking them how old they were and was reported to the hotel. Then two men knocked on our teammates door - right next door to us - at 3:30 am in the morning! The windows in our room are HUGE and face only *****. One of them was OPEN when we arrived. They havent called me yet to move our room tonight. I will have to purchase door and window locks while paying an outrageous price for a room that I cant even sleep in because of safety concerns. Im requesting that the hotel give me the $199 price quoted to everyone else on my team due to the horrible conditions at this hotel. An online review also notes the strange men lingering around and questioned if it functions as a halfway house! No one should have to pay over $300 a night for a hotel room that isnt even safe - and be forced to pay more money for safety supplies. I still have not heard from anyone despite leaving my name and number at the front desk this morning Furthermore the remote controls had no batteries, the door handle and lock on the bathroom is broken and falling off and the lamps in the living room dont work!

  Business Response

  Date: 05/28/2025

  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.

• Initial Complaint

  Date:05/24/2025

  Type:Product 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 ************* on *********************** from March 10th 2025 to March 17th 2025. I was recovering from eye surgery and my wife and I were planning to stay at least one more week but from the very first night I had to call the front desk because starting around 9 PM until about 4 AM at least 2 women next door would start screaming and insulting each other. We called the front desk every single night and they sent security to check. The women would quiet down until the next night. The night of the 16th of March we heard one woman telling another: shut up *****, I have a gun. So, that morning we tried to talk with the manager **** ******** but, even though she was at the front desk, she ignored us in person and on the phone.Then, the next day, after we complained to Marriott (the parent company) she sent us an email saying: I have shared your feedback with the relevant leadership team to ensure the necessary guidelines are in place and reviewed to prevent similar issues you encountered from occurring in the future.We also informed in the report to Marriott that we were charged for parking and conference services we did not use.We request a full refund for both of the payments we made: $1156.39 + ******

  Business Response

  Date: 05/26/2025

  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: 05/26/2025

  [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: 23374115
  
  I am rejecting this response because: I stayed at the ************* for 7 days trying to recover from my surgery and I was planning to stay another week or so. Every single night I called to complain about the noise in the next room but it did not stop, it continued night after night after night.

  I want a full refund.
  
  Regards,
  
  ******* ****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/30/2025

  We are unable to provide any details as this information is proprietary.

  Customer Answer

  Date: 05/30/2025

  [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: 23374115
  
  I am rejecting this response because: As I said before, my wife and I stayed at the ************* for 7 days and we were planning to stay another week or more depending on how I was recovering from my surgery. From the very first night I called the front desk because the people in the next room (2 or 3 women) were constantly screaming and insulting each other, night after night after night starting around 9 or 10 PM until 4 or 5 in the morning. The last night, I heard one of them telling another: Shut up *****, I have a gun. So, we decided to talk to the manager when we got up that morning but, even though the manager was at the front desk she ignored us and went to hide in the back. She did not come to talk to us in person and did not answer our calls.
  After that, we decided to check out and find another place to stay. On top of that, Residence Inn charged us for parking and conference services we never used.
  An attachment with all the charges was sent with the original complaint.
  We are asking for a full refund for the 7 days we stayed there.
  Thank you.
  

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

  
  

  Customer Answer

  Date: 06/03/2025

  This is what the manager responded:

  Dear Mr. ******** clear="none">
  Thank you for your response.
  While we understand your concerns, the previously offered compensation of $457.66 represents our final resolution. This amount reflects a comprehensive assessment of the situation and is offered as a gesture of goodwill to acknowledge the inconvenience you've experienced.

  I answered that I did not accept their offer

• Initial Complaint

  Date:05/24/2025

  Type:Product 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.

  Date of Transaction: April 2122, 2025 Amount Paid: $375.04 What the Business Committed to Provide: Lodging accommodations and, following the stay, the return of a personal item (a sweater) that was confirmed to have been found by hotel staff.Complaint Statement:I stayed at this hotel from April 21 to April 22, 2025, and paid a total of $375.04. After checking out, my husband realized he had left his sweater in our room. I promptly contacted the hotel and spoke with a staff member named ***, who confirmed that the sweater was found. She instructed me to email a prepaid shipping label to the hotel so the item could be returned to us.I followed her instructions exactly and sent the label to the hotels email. However, the item was never shipped. I attempted to follow up numerous times, but my calls went unanswered. The hotel appears to screen calls, and getting in touch with a live person has been nearly impossible. When I finally reached another staff member, I was told to speak with the Operations Manager, ***** *******. I attempted to do so, but she did not return any calls and her voicemail was ******* date, the item has not been returned, and no one from the hotel has taken further steps to resolve the issue. I am now in a position where a confirmed located personal item has been withheld without cause, despite my compliance with all instructions provided by the hotel.This is unacceptable and I am requesting immediate resolutioneither by returning the item or providing reimbursement. If unresolved, I will pursue further action.

  Business Response

  Date: 06/10/2025

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

  Business Response

  Date: 06/10/2025

  We are unable to provide any details as this information is proprietary.

• Initial Complaint

  Date:05/23/2025

  Type:Billing 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 signed-up for a ************** Brilliant credit card by **************** through their ******* point offer campaign. The offer was for ******* points for the first $6,000 charged to the card then an additional ****** points for the next $2,000 charged to the card for a total of ******* points. I called **************** today to check on my progress towards the point goals and was told I am not eligible for the ******* point program. I reached-out to Marriot International but have not received any response. This was a shock, as I was offered the program and signed-up with the intention of satisfying the offers requirements. This is a $650/year fee, $25,000 credit line card that has to be qualified for. It was not a mistake that I applied. Likewise, I have and have had no other Marriott BONVoY credit cards. Having a 42 year stellar history with ****************, you may detect my severe displeasure with these events. I have already met the $6,000 requirement and will satisfy the additional $2,000 by the end of this weekend. I have met the requirements and deserve the ******* points. Please intervene on my behalf with what appears to be a bait-and-switch scam on the part of Marriott International and ****************. Thank you.

  Customer Answer

  Date: 05/24/2025

  Marriott's consumer affairs office contacted me today and said that while they are co-branded with **************** on the BONVoy credit cards,  they claim to have absolutely no control over the card issuance, management, rewards or any other role except brand name on the card.  It gets better.  Their representative ******** went on to refuse to reach out to **************** on my behalf to assist in restitution of my offer rewards.  This is shameful behavior and potential applicants need to know just how little Marriot hotels care for them with the exception of taking money from them.  There are better hotels and hotel programs out there like Hilton, Hyatt and IHG.  Skip anything that has to do with Marriot hotels until they show signs of caring for their guests.

  Business Response

  Date: 05/24/2025

  We have acknowledged the guest's concern and have taken the necessary steps to address it. We believe the issue is now resolved.
  Thank you,
  ******** T*****,Corporate Liaison
  Marriott's **************************

  Customer Answer

  Date: 05/24/2025

  [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: 23370555
  
  I am rejecting this response because: Marriott and it's BONVoY product turned their back on a customer in need of assistance.  As the co-brand on the AMEX/Marriott BONVoY credit card and the largest hotelier in the world, not being willing to assist me in in any manner including even inquiring on my behalf with **** for the offer award contracted with me is shameful and irresponsible.  I appreciate BBB facilitating my complaint with Marriott.
  
  Regards,
  
  *** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/28/2025

  We have acknowledged the guest's concern already and have taken the necessary steps to address it. We believe the issue is now resolved.
  Thank you,
  ******** T*****,Corporate Liaison
  Marriott's **************************

  Business Response

  Date: 05/30/2025

  We are unable to provide any details as this information is proprietary.

  ******** R, Senior Liaison

  Marriott's Corporate **************************

  Customer Answer

  Date: 05/30/2025

  [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: 23370555
  
  I am rejecting this response because: the matter was rejected out of hand without any consideration.  It could have been handled in a much better way by this department.  Tjis is very frustrating and speaks poorly to the people at Marriott who are responsible for taking care of customers.

  
  
  Regards,
  
  *** *****
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 06/02/2025

  I would like to thank the BBB for their excellent work at investigating and facilitating my complaint.

  Marriott finally did reach out to me by phone and their representative in effect said "too bad".

  My patronage of their products will come to an end.

  Thank you again BBB, you folks are the best.