Customer ReviewsforMarriott International, Inc.

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. 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.

Fairfield inn by Marriot in Orangeburg SC is a no go for my wife and I. We’re bonvoy members and stay throughout the 48 states as we travel for work and have never had an experience quite like the one we had. I was approached outside by the GM that was at first sitting in her car to inform me that they do not accept pets in their facility and was told she could cancel my reservation that she didn’t even know I had. I informed her that she was a service animal and she asked me did she have the appropriate vest which is for one not a legal question you can ask anyone with a service animal. My wife has been dealing with seizures for the last 15 years and that’s what our service animal is trained to assist with. I advised her my wife was inside and she could speak with her as she was checking in. She never spoke to her, she went in and pulled the front desk attendant to the side which led to us being held up for over an hour to get checked in. We finally get checked in and get to the room to find an old plate of food in the refrigerator and hair all over the bathroom floor. We’d already had a time getting checked in so we decided to ignore it and try to make the best of our stay. I later walked down to get a frozen meal from the lobby and asked for utensils to eat with. The front desk attendant was very rude as it looked like it hurt her to crack her lips to even speak and said you can look over by the trash can and if there’s none we don’t have any. Never once got up to assist or even acknowledge the situation. I emailed the GM about the whole issue and she basically told me that she acted that way because I was trying to get in a side door I didn’t have a key to which is a LIE. I was waiting for my wife to get checked in. I’ve read the reviews on this establishment and the similar situations that we witnessed first hand and I can NOT believe Marriot has allowed this behavior to continue. When you’re away from home you want to feel welcomed and comfortable.

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. We hope we will have another occasion to meet your expectations and welcome you back in the future.

Title: Urgent Complaint: Unacceptable Conduct of Manager, Unethical Business Practices - Reporting to BBB Fairfield Inn & Suites by Marriott Des Moines Downtown *** ******* ******* *** ******* **** ****** United States Title: Complaint of Unacceptable Behaviour by [Hotel Name] Manager Rating: ????? I am writing to file a formal complaint against the manager of] for their unacceptable behavior and mistreatment of a customer. I recently made a reservation in advance with a discount, but two days before my scheduled check-in, the hotel informed me that they could no longer honor the original rate due to a busy day caused by a concert in town. The representative informed me that the new rate would be $189, which I reluctantly accepted to secure a room for my stay. However, during my call with the representative, the conversation took an unexpected turn when they hung up on me abruptly, threatening me and claiming that I was not welcome at the hotel. Such unprofessional and hostile behavior is unacceptable and represents a major failure in customer service that cannot be ignored. As a loyal Marriott customer, I have come to expect a high level of professionalism, customer care, and respect from all Marriott-affiliated hotels. Unfortunately, the actions of the manager at fell far short of these standards and marred my experience. I am writing this complaint in the hope that the Marriott management team takes appropriate action In conclusion, I regret to say that my experience with was highly unsatisfactory, and I do not recommend this hotel to anyone given the unacceptable behavior of the manager. I request that Marriott management take action to address and remedy this situation and ensure that such behavior is not repeated.

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.

The Bonvoy Program by Marriott engaged in a questionable practice. Around a month or two ago, we planned a trip, intending to utilize my Bonvoy reward points and nightly upgrades. Two days prior to our trip, we received notice that my upgrade had been approved. However, the problem arose when they upgraded us from a 2-bed spectacular suite to a 1-bed executive suite. I called to request reverting to our original booking and to have my nightly upgrade credits, earned through staying 100+ nights over the last 14 months at their hotels, reinstated. To my surprise, they informed me that if I wanted my upgrade rewards back, I would need to cancel my reservation and make a new reservation for a downgrade to the 'wonder suite,' which was inferior to the original "spectacular suite". Essentially, I had used my rewards and upgrades only to discover that they would not work as intended. If I wanted my nightly upgrades reinstated, I was forced to accept a downgrade from my original booking. This entire ordeal was a farce and highlights the poor management of the Bonvoy Loyalty program. Even as they read this, I anticipate receiving a half-hearted apology, likely shifting the blame onto me, and promising to use my experience to improve their system and train their employees. Yet, numerous complaints on this very site demonstrate ongoing issues with the Bonvoy program, with no resolution in sight and I still will not have my upgrades issued back. Very frustrating and unprofessional experience with Marriott Bonvoy and their loyalty program.

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.

Seriously look at all the reviews that follow mine. The response from Marriott is the same (i.e., canned computer generated drivel that does not address the issues addressed in the posting). I have major issues with the vague terms and conitions of how Bonvoy points for stays are adminstered. They have no regard for long term customers and sacrifice customer loyalty for a measly one or two night's stay worth of points. Shame on Marriott for not taking better care of their long-term customers.

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. We hope we will have another occasion to meet your expectations and welcome you back in the future.

Stayed at the residence inn in La Mirada. On March 25 of 2024 Had a 2 bedroom suite amongst arrival there were spiders in the room the sofa couch which you pull out had holes in the mattress. Went to breakfast in the morning and my children started screaming because it was spiders on the fruits. contacted the manager he TOLD me he was only giving me 25% of my money back reached out to corporate and the general manager states I agreed on the 25% I informed him I can’t agree when it was told too me my children were scared and had infant rollaway that was not up to standard had my infant sleep in bed with me I still have no support! They send me emails stating that in a few years they will have it all fixed ….thats clearly not making the situation better. Or right I want a full refund as I will not be staying at another Marriott property. That one star is a compliment I wouldn’t give ANY. Might dispute with my bank if nothing is resolved.

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. We hope we will have another occasion to meet your expectations and welcome you back in the future.

I stayed at this location on Feb 21, 2023. It was late when we checked in w/ our half-asleep toddler so all we wanted to do was get to the room & sleep. Upon entering the room it smelled heavily of stale cigar smoke. We honestly figured the whole hotel smelled like that since we never stay at this chain. After checkout, I contacted the hotel via chat to let them know that the room smelled like cigars. The manager then became extremely hostile, insisting that we smoked in the room. I have never smoked in my life, my husband does smokeless tobacco (note: smokeLESS), and I sure as heck hope my toddler doesn't smoke. She claims that the GM inspected the room prior to our arrival (because, you know, they apparently anticipated us smoking in the room or something) and then housekeeping checked it upon us leaving. She provided ZERO proof that we smoked (ie. ashes, cigar/cigarette butts, etc) and charged us a $250 "Smoke Free Environment Fee." Both management AND Marriott corporate have been extremely uncooperative with this issue. I would never stay at this chain again.

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.

Long story short pool was never opened while I stayed here. I came I. 03-16-2024 . I attempted to talk to management but front office said both Madison front office lead and general manager Kevin were off. I emailed them both and no response . I had to make my kids understand 4 year old Logan and 6 Leo that all this week talk about going to a pool was not happening. We bought pool toys goggles short and all to be here since this was one of the few and more expensive hotels in Waco to have this amenity. I’m am very frustrated and requesting my full refund. This was the most distracting thing to deal with because I planed my whole trip around the hotel. Then to have management unavailable and they leave front desk clueless.

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. We hope we will have another occasion to meet your expectations and welcome you back in the future.

I’m still staying in hotel and they will not remove taxes from my bill. Tax law is federal/military employees do not pay taxes.

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.

BEAWARE there are MICE in the Fairfield inn Woburn location. Hotel Management is a scam and will fraudulently charge bank cards extra $ $ claiming false information. Be cautious the exterior of property has holes and cracks making it easy access for pest. The hotel has an wide opening at the bottom of hotel rooms which makes it convenient for pest to enter room.

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. We hope we will have another occasion to meet your expectations and welcome you back in the future.