Contact Marriott Customer Service

Contacting Marriott Customer Service Center

The Marriott Hotel is a well-known hotel with locations all over the world. The official website provides visitors with a breakdown of the Rewards program, available rooms and current specials and deals for travelers. There is no customer service information listed or link to a customer service or contact us page, but we were able to find all the contact information a traveler could possible need hidden on the Marriott Rewards page.

to leave a comment about your customer service experience.

Contact Info:

Phone Contact Numbers

You can contact one or multiple customer service departments using one of the Marriott phone numbers. You can contact customer service between 8:15 AM and 9 PM Monday to Friday using the toll number or 24 hours a day using the toll-free number.

  • Customer Service (toll): 1-801-468-4000
  • Customer Service (toll-free): 1-800-450-4442
  • Customer Service (fax): 1-801-468-4033

The toll-free number is automated, so you’ll not speak to a representative when calling this line.

Mailing Address

Some guests just prefer to contact Marriott customer service by mail. If that is your situation, you can use the general mailing address to reach the customer service department.

Marriott Guests Services Attn: Customer Service 310 Bearcat Dr. Salt Lake City, UT

Official Website

Travelers can visit http://www.marriott.com for booking, room specials and customer service. There is no customer service page that we could find, but there is a customer service page for Rewards members. The Rewards program is free, so anyone can join in just a few moments and start earning points toward free rooms and other specials at no cost.

Customer Service Email

Some businesses choose to list a formal email address for customer service, but Marriott customer service chooses the online form. You can submit an email customer service form at https://www.marriott.com/suggest/suggest.mi. This form can be used for any and every customer service topic, but you should not include any financial information, including bank account or credit card numbers in your email.

We chose to send an email to the Marriott customer service team about room cleanliness and special needs considerations. We wanted to see just how long it took for an agent to answer our question or contact us in regards to our communication.

Our Experience

The Marriott customer service line is a full-service automated system that requires you to speak your request into the phone. If you don’t say anything your call will be transferred to an agent without further options. We were transferred and the call answered in just more than one minute. The Marriott agent told us that rooms are cleaned daily, but she could not tell us the last time the carpets were steam cleaned or the mattresses were replaced. She offered to take our contact information and call us back with the information. We will update with new information as it is received.

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195 Comments on “Contact Marriott Customer Service
  1. The 7 Dwyer Brands just completed our annual
    Leadership Summit at the Curaçao Marriott.
    Rooms were nice and all hotel staff was great
    except for the pool-side cafe. They constantly
    messed up food orders, delivered all but one
    meal out of six (repeatedly took 30-60 minutes
    To get the 6th meal) and the wait staff and
    managers never seemed to believe anything
    was amiss. It was a large enough challenge
    and often enough repeated that I would not
    recommend we return there with a large
    group. It made schedules tight and irritated
    our guests, especially since little or no
    consideration was offered for meals delivered
    An hour late. Dwyer group is a large client
    of Marriott and needs excellent service for
    pampering our top producers.

  2. To Whom It May Concern,

    We have been longtime customers (our Marriott Rewards is under Greg Nowel zip 68105). When I went to book a room today, I had a different rate than the operator, who was very nice. After verifying a number of things, he informed me that he could book at the higher $219 rate and if I called the “Look No Further” line – which I did.

    A very rude man answered, cut me off, said I wasn’t looking at a $179 rate and told me I was misinformed. I asked for his name and/or his manager, which he did not do. He put me through to Marcus Fender in Omaha, NE customer service, who was condscending. I told him that I had been promised the $179 rate with a 25% discount. I restated that was not what I was told – he said that was the policy, which was not what was read to me by the first reservation clerk. Marcus said he would reduct to $179 but not give me the 25% discount (which was the only reason I went thru with the booking). Marcus said I could appeal, but I would lose.

    Since when did Marriott start lying to customers, give them the run around, promise one thing then refuse to do it. I thought customer service was supposed to be the Marriott trademark. I would not be so angry as I am now had 1) I been lied to, 2) treated rudely, 3) denied the very thing I was promised, then sat on hold for 20 minutes not to get.

    I took the $179 rate, but will change if I do not get my 25% discount as promised in the next 48 hours. In addition, you will lose a longtime customer and I will spend the rest of my days telling everyone I know what liars Marriott customer service is. I want a phone call back from someone who really is in customer service and can satisfy my simple request which is to get what I bargained for.

    Tristan Bonn 402-403-0601

    If this is not resolved to my satisfaction, I am apalled at how low Marriott has sunk – a Motel 6 has better service.

    • AMEN SISTER! This is the kind of “Customer Care” Marriott has lowered themselves to. It’s very easy to take my business and my 8 children’s business to another hotel chain. Consider it done.

  3. I recently tried to book a room at a particular hotel which turned out to be full. I was referred to another hotel and was told it was 5 miles away. I had to rent a car because taxis were to expensive. I also found other hotels in the area a lot closer and less expensive. I was booked at the Mayo Marriott Court Yard Jacksonville. Way over priced at 195.00 per night. Could hear adjoining rooms conversations. Not pleasant to go an eat meals with patients suffering. Staff very pleasant. Will avoid Marriotts in the future. Should check on your travel agents that do the bookings. Not the sharpest.

  4. I recently tried to book a room in Bournemouth,which was full for the dates that I was looking.Booked myself and another 2 colleagues at another hotel.It was 5 min walking distance from Marriott.When I went to use the gym I was told that I have to pay a fee- which was understandable. I’ve asked the staff at the reception if they know how much it will cost,they’ve adviced me to go directly to the gym and check with the staff and by having a membership they’ve told me that I’m entitled for a discounted fee. When I went to the gym one of the staff told me the price.The following day went back and I was told completely different price.It was so disappointing to hear that from a high standard hotel.For being a Marriott member I believe it should be free for members or they should be charged less.

  5. RE:

    1000 Mall Loop Rd High Point, NC 27262‎
    Oak Hollow Mall

    On 4/10/13 in the afternoon I went in here to get a room as I was not feeling good. I was dressed in work clothes and had not shave in a few days so lets say I have looked better.

    I walked up to the desk and the lady asked if she could help Me I asked about a room and her relpy was “do I have ID and a way to pay for it” in a tone like I could not afford a room and I was wasting her time. I asked how much a room was and she told Me $160.00. I have the $$$ but that is way to much.

    I will never go there again.

  6. I truly hate to complain. We are seasoned travelers and consider good service to be paramount in any business. We expected no less from the Marriot name. My husband earned three nights free at any Marriot worldwide and we chose the St. Thomas Virgin Islands with an additional two days ( 5 days total). We arrived to find that a mix-up occurred and our confirmed reservations had been made for the right day and date but wrong month. A bit panicked we asked how we could rectify the situation, given returning home was rather inconvenient. The reservation desk was less than helpful but managed to “find” an available room for the three days covered by our “reward” and promised to contact other hotels for availability and contact us with the information (which never happened). The three days we stayed were marred similar situations where people in leadership roles refused to help. We have stayed in numerous places where the occupancy was at or near 100% and were assured this hotel was full. For a full hotel it was eerily quiet. The beach was occupied but there were numerous empty chairs, the pool was,likewise, used but not to capacity, the restaurants were not busy. Wait staff mostly stood around talking except for Co-Co Joes where they had continuous business but were not completely full.
    In this day and age of instant message, Facebook and twitter I would think Marriot would be concerned that this type of “hospitality” might affect their bottom line profit. At least our money and positive reviews will be sent elsewhere from now on.

  7. We recently stayed at the Residence Inn Chicago Magnificent Mile and the staff was fabulous. In particular, the man who was our bellboy and, i believe a new employee and former police officer, was outstanding. He deserves recognition for professionalism, courteous and friendly manners. Thanks

  8. I called to check on how to get new gift cards issued since mine are “post renewal date”. While I find it silly that a new gift card needs to be reissued to me, I do appreciate the young lady who very kindly tried to help me out. I hadn’t called the correct customer service line, but she tried three different departments to see if she could find someone to help me. She was very sweet and while the gift card customer service department had apparently closed for the day, she provided me with their phone number and directed me to their voice mail. I didn’t get my issue resolved today, but I had a very pleasant experience with the lady in the credit card department. Thank you.

  9. Regarding stay @ Residence Inn, Prospect Ave, Cleveland OH

    My experience started by being showered with water from the overhead construction as I tried to enter. I’m sure that was hygienic! On day two I was awoken by construction pounding & worker banter. For $219.72 I expected a great experience but was greatly disappointed. Next time I will book the Hyatt. – Judy Wilson

  10. I am in the Fairfield inn east in Louisville ky. I called 2 hours ago and was transferred to your reservation center. They decided that I should t be in the Springfield suites downtown. When I first tried to rectify the problem (you made) your customer center forwarded me to your closed customer care number. Thanks a lot. When I called back your customer care operator hung up on me. Janelle at the desk here at the Fairfield inn is taking care of it. Kudos to Janelle. Move your phone reservation system to the US , and make sure your operators learn the difference between your brands.

    Donna Robertson-Chow

  11. My husband and I are planning a trip to California this fall and I had the pleasure of working with Vicki Brooks at Marriott to book our reservations. We had to make several reservations using our Marriott Rewards Points and Vicki was so helpful. She was having computer problems that day, but she handled the situation beautifully and she made me feel so at ease while waiting for her computer to respond. Vicki is a wonderful asset to the Marriott Corporation. She did an excellent job.

  12. Good afternoon. I have been a pretty loyal customer and reward member of Marriott for a few years now but must tell you how disappointed I was with my stay in Philadelphia on Market Street april 24 – 28 2013. I arrived at the hotel approx midnight on the 24th and the morning of the 25th I had breakfast in your restaurant and sometime within the next 2 hrs my wallet was stollen. Not sure if I left it on the table, on the bed in my room or was pick pocketed out of my purse but I was out all my credit cards and gift cards and $600 in cash. HUGE inconvenience. When I filed the police report the officer stated to me that unfortunately that is peoples J O B around here.. Sort of blew it off as something that happens alot. Well I am NOT from that area so I would HOPE that security in your usually reputible hotel would watch my back. When I got to the airport and had to show my police report to get on the plane to return to California.. the security guard there said.. Were you at the Marriott there on Market street.. When I replyed yes… he just shook his head and said.. AH HUH… like that was common. I had to spend a good 3-4 hours on the phone and with police cancelling cards, filing police report and such when I was suppose to be enjoying my daughers Penn Relays meet and seeing the sights of Phili. Not to mention the many hours I spend once I arrived back home trying to straighten all the mess out.

    This past weekend I also chose to stay at one of your facilities in Los Angeles JW Marriott on Olympic blvd. The security there was very tight.. I now appreciate that more than ever. I would appreciate it if you could somehow reimburse me for my time and trouble in dealing with a problem that I feel could have been avoided if your costly facility in Phili would have had better security.

    I would appreciate hearing from someone in the near future.

    Sincerely,

    Theresa Prandini

  13. Hello,

    Someone named Mary, heavy accent, at the front desk called me at 7:00 this morning to say that someone had complained that I was screaming. It’s nice that she asked if I was Okay. It’s not nice that she didn’t apologize for waking me up or for saying there must have been a mistake. I was half awake and know that I wasn’t screaming. Thank you.

  14. We have stayed at the Tucson location on Speedway and we will never stay at any other place. They provide you with great prices, excellent rooms, outstanding food and provide breakfast and dinner during the week. We have had the best time with our family at the pool and cook out. They have outstanding service to guest and hope more people come and enjoy all the excellent care….Thank you!!!

  15. Staff is negligent and discriminatory. I went to the fitness center to get a workout and had the police called on me because another guest didn’t like me waiting for her to finish with the elyptical. I never got an apology or any compensation. Their gym only has ONE elliptical. They’re just too cheap to buy two. It’s the courtyard Marriott on 92 street manhattan NYC. Their fitness center is also not ADA compliment so if you’re disabled this Marriott doesn’t care about you.

  16. June 27th, 2013

    We traveled to Overland Park, Kansas for a reunion. We are staying at the Overland Park Mariott. My 78 year old father in law drove 80 miles to see us. Upon his arrival, he called the front desk from his car in the front drive in search of us. The woman serving between 6:15-6:30 PM told him we were not registered guests at the hotel. Confused he turned and drove back home. My wife spoke with a man at the front desk who lied directly to her covering for the woman’s mistake (6:46 PM).

    We typically enjoy our stay in your hotel, however, a family hotel line caused a family crisis with an elderly man. There is an unfortunate issue within the customer service philosophy at the front desk of the Overland park Mariott.

    Sincerely,

    Mr. and Mrs. M. Kip Schwimmer

    • We had this happened to us three times,the week July 6 to July13 at Ocean watch Myrtle Beach.Someone bought a beer at the market place and gave our room number.The signature and name were wrong.

  17. My suggestion that Mangement should have a look to Revenue Manager. That lady must be changed. She always went out for chit chat, lunch,… couples of hours. She used to give staffs, guests, her team a bribe. Otherwise, she will cause difficulties to them. She is a cruel to team, boss. Unacceptable, how come she still be existed in hotel many years whithout control. Dissapointed!!!!!!!

  18. My suggestion that Mangement should have a look to Revenue Manager. That lady must be changed. She always went out for chit chat, lunch,… couples of hours. She used to give staffs, guests, her team a bribe. Otherwise, she will cause difficulties to them. She is a cruel to team, boss. Unacceptable, how come she still be existed in hotel many years whithout control. Dissapointed!!!!!!! Revenue Manager at Renaissan riverside saigon hotel

  19. Fairfield Inn&Suites, I quit the job cause ain’t nothing ever good enough. I worked the breakfast bar, the cleanest one that did cause the weekend workers are nasty, the guess complain. But they tell me how neat and clean I am, but listen to his wife he always try to find something wrong. So I got tired of and quit. As long as them two are working there it’s go always be something. Hell he dnt even do his job to worry about the wife, she be out there shaking her tittes at him getting him all distracted, they goes in his office and close the door be in there like 15 or 20mins, while ppl coming to desk to check out. The wife got the other man calling to the job every morning at 7, it’s pitful. He not focus on his job and he be taking it out on the employers, just the blk ones. I’m glad I’m not there I wouldn’t want to work for ppl like that.

  20. I would like to give an atta-boy letter the the employees at the Marriott/Courtyard Hammond/Highland Indiana.
    Our stay there was GREAT and the service the same.
    I would like to thank Bradley,both Dons,both Jennifers, Diamond, and a girl who work the front desk. (Dark hair)
    Don the maintance man cut a piece of plywood for my wife to sleep on under the mattress because of her bad problems. Made her stay wonderful !!!
    Thanks Guy’s
    Dan Mayer

  21. I wrote a review and expected a follow up regarding an unpleasant experience I had at the Marriott Renaissance in Vienna, Austria in June of this year. The issue regarded a confrontation with a front desk receptionist. While I did not hold it against Marriott, I do resent your indifference in getting back to me on this issue. I do not expect this type of attitude and poor service at Austria Marriott when I check into any Marriott. I have not had this type of service at the Hyatt or Hilton. It also appeared that lack of good service is an issue at this particular hotel as a saw a representative of Marriott furious with the hotel for not providing good service.

  22. We had booked rooms at the Lincolnshire Courtyard using points for my brother’s family. He found bed bugs, brought a bug down to the front desk, and then the front desk person asked if he could find another hotel in the area. My brother left the hotel found another hotel and paid for the other hotel room. I was very upset how this was handled, he should have been offered another room or a room at another Marriott hotel. When I called Amy the manager, she told me all the steps she had to go through, and had to talk to her front desk person, she let me know it clearly added to her to do list. Then it got transferred to their claims dept. The claims person, Cathy, also had to talk to the front desk person, so i learned of their different schedules etc. Again, not once, so sorry for the inconvenience, how can we help. The final straw was when Amy completely fabricated what my brother said to the front desk person, and btw, still haven’t talked to their own employee…pathetic, I know. They don’t care, they have the attitude that they can do whatever they want to the customer as it’s a big corporation. They’ve also never credited the Marriott points we used to book the rooms back to the account. I’ve never been treated so poorly, Marriott does not care if they lose customers I guess, as the Marriott employees have not been reprimanded. It’s been all about what these employees had to do, vs how to help the customer. There are too many choices, especially in this economy, and I plan to keep talking until someone hears me and acknowledges the horrible customer service!

  23. Since 2004 I have been a regular at Jw Mumbai and I loved everything about the hotel. But I did not have a good experience this last trip I had may / June 2013. Starting from check in to check out in 3 hours .. What a shame! The manager at the front desk was the nastiest, unfriendly and very aggressive physically I have ever seen in any where I have stayed around the globe. Tushar, that’s his name , thought as woman he could treat me however he likes. After I question him about bloody sheets ( took pics for proof)in the room he checked me in after waiting 35 mins at check in desk , he threatened me physically. I checked out of the hotel in 3 hrs . Scared for my life . Tushar followed me outside the hotel where I was waiting for a taxi and he wanted to hit me physically . To my luck there were many people outside the hotel that intervened . Marriott your reputation is at stake here, take a look and correct matters of this sort . Customer service is absolutely not begun for Tushar. Question is here are we safe in a Marriott hotel in Mumbai? Where the staff themselves want to be physical with their guests. Strange but true.

  24. The director of Catering has actually handled the situation an hour later!!! WOW!!
    What a cluster *%#! Of a situation!! Never again will I stay or have a function at the Marriot!

  25. My daughter got me a room at this marriott on Thursday ..the hotel was really nice and clean,but the mattress was the worst.really to soft ..I never experience their beds being that soft..our Backs where in pain when we got up that next day..had to check out.. Marriott in Waldorf Md..room 327..hope they change that mattress asap…

  26. marriott#199410671 I have been fraud talked into an marriott reward card by chase. they neglected to clarify the benefits they offerd . They are damaging your good name and using it to get prople to open accounts. I been a silver member for many years and have never been so miss informed. why would you allow them to do this to alienate your customers. They say its in the small print. do I need a lawyer to read an agreement from people I trust.

  27. Marriott has the worst customer service I have experienced in a long time! I called multiple times to request an emailed receipt for a recent stay. I was told each time that they would send it right away. Since I never received it, I called customer service to request a copy that way. The woman on the line put me on hold and contacted the hotel only to come back and tell me I’d have to wait for them to get the time to send it. She then proceeded to hang up on me. I explained that I was trying to meet a deadline and that I was attempting to leave for another overnight at one of their other properties but couldn’t leave until I received this receipt. If Marriott can’t handle the simple task of emailing a receipt, what good are they? There are many other great hotel programs to enroll in.

  28. Please,Just stay away from all Marriott motels..Customer service is very rude if you have a problem and they will never fix it in anyway..they come first and the customer last…

  29. was on my way to have dinner at Chilies and saw the Champions restaurant at Marriott BWI. thought it would be better. Wrong!!! Got Burger and Fries.Thought it would be quick and simple.Wrong again. Took 3 innings of the wild card play-off game to be served. Ordered it Med. came super well. Fries were good burger was terrible. Napkins smelled like grease. Bar was infested with fruit flies. Happen to be doing construction work at the new Marriott Marquis in DC. I hope the service instant the same. The Hampton Inn i’am at puts the Marriott to shame. Severely disappointed

  30. On checking in at midnight to the Anchorage Marriott Residence Inn for a reserved two week stay (I had just checked out one week before after a 2 week stay)I was informed by the tactless desk agent that a hundred dollar deposit or another credit card for incidentals would be required, it was hotel policy, otherwise he would not admit me. I canceled the reservation and went elsewhere. The prior hotel bill was $2500, the canceled one was worth $2500 and my planned future stays this year at the Residence Inn would have totaled $7500. I am a Platinum member and have not previously experienced such obvious disdain for customer satisfaction. Too bad such a rotten apple sullies an otherwise acceptable property.

  31. I am very disappointed with Marriott Customer Service they will not answer my calls just because I had to contact my attorney because one of marriott security officers at the marriott marquis hotel in san francisco assualted me. I have been so loyal to the brand they are like family and they have turned there back on me

  32. I stayed here for business, after my business and myself checked numerous times with the hotel about my reservations once I got there after working all day, driving over three hours, and having the flu they stated they would not accept my companies payment for they had changed their name and failed to inform their LARGE vendors. They put over 700 dollars on hold with my checking acct. which put me over a spending limit daily since they hold it everyday. I was there for three days with no way to fill up my gas tank, no way to pay for food, or parking or anything else I might of needed. The valet parking was terrible. They blasted the music so when I got into my car it was all the way up. They continued to apologize yet did nothing about any of it. They stated that they would fix the payment issue and take the on hold money off, but never did. I was supposed to stay in this hotel three more times for a week at a time before the end of the year, but that will never happen. I will never stay in this hotel again or any Marriott for that matter, I would rather camp. I have never seen someone with as large of business as I am from that has people staying their on a daily basis treat a customer this way. I have also worked very hard to make sure they are no longer a vendor for my company. No one should have to go through the week I went through!!!!

  33. I am writing to share my poor experiance with your hotel. I am currently staying at the Buttes property in Tempe Arizona. I called the front desk on morning 1 to report that the shower drain began gurgling at 5:30am, and half-filled the shower. A technician was sent, who indicated that he had cleared the drain. The same evening, I had to place another call to address a “rattle” in the air conditioning system. The technician attempted to fix, but the rattle re-appeared shortly after he left. This morning I was again awakened at 5:30 am by the shower backing up again. I went to the front desk to request another room but was told there were none available. Not wanting to endure another issue with the room, i packed later this morning and went to the front desk to check out a day early. I spoke with the Manager, Kurt Thompson, who indicate that they had infact set aside another room for me. I requested some consideration for the poor stay, and was offered an appetizer and a couple of drinks. As I travel frequently, I can share with you that the other brand hotels I support with my business have been much more accomodating for disruption caused by their properties. The manage offered to remove the internet charge for one night, as a way to compensate me for the troubles encountered. With all of the hotel choices which are available who take customer service more seriously, I think any business should be concerned about loosing customers. Though it may be one at a time…it eventually adds up. Regards

  34. We just stayed this past weekend Oct. 25-27 at the Courtyard Marriott at Memphis Collierville. We had booked a block of rooms for a girls soccer team as there was a tournament in town. The rooms were booked about a month in advance. The day of our arrival our team manager was contacted and informed that the Susan G. Komen race was taking place Saturday morning and we would have to be out of our hotel rooms by 8am or we would be stuck in the hotel and not able to leave the parking lot until after 11am. This was right in the middle of our scheduled games. No solution was offered by the hotel staff nor were we told about this when the rooms were booked. When we tried to figure out a solution, my husband was lectured about how we should support this cause and it was a good cause.

    After checking into our room, and knowing that at this late hour there was not way to change hotels, we went to our room to find it was not the room that was booked a month in advance. Our room was secured with a credit card, and I called to let them know we would be a late arrival, but our room was obviously given to another guest. When we questioned the front desk about this, again we were made to feel like we should be thanking them for giving us this other room.

    My husband travels weekly for business trips and has never experienced such poor customer service. We will think twice before staying at another Marriott property.

  35. I recently completed a stay at the Courtyard Marriott on Miami Beach (3925 Collins Ave). When I checked in there was a very nice woman at the front desk who was very helpful and seemed very interested in making sure I would enjoy my stay. Her name is Gienise Nunes. During my two day stay she continued to be extremely courteous and helpful. Her attitude made up for the fact the premises was under construction. She is a “gem” and I hope she has a long career with Marriott.

  36. I was with relatives at Guam Marriott and we had the worse experience ever. Our check in was ok but not professionally done and in fact they look like they were having a hard time understanding what they needed to do.This was about 5pm and we waited long while the frontdesk agent struggled to check my relatives in and was not friendly.I mean if they were training someone they should do in a professional way. the frontdesk agent giggle all the way thru the process.unbeleieveable for a Marriott hotel.

    And as we finally got thru we tried to call operator for help in our room with the lights the phone rang like 15 xs before they answered and then when they did answer we could barely understand them because they spoke to fast and the music was blaring in the background and people were loud and laughing we couldnt even understand a thing the operator said.

    Now weve been customers for over 15 years but to get this kind of treatment was absurb,The operator was not friendly and in fact we called again later that night and still the phones kept ringing and ringing we were exhausted.

    The next day experience was better in the morning the staff was friendly in the morning as well as operators but again sad to say torwards the evening we got the same treatment staff not friendly and operators not helpful.Please if you want to keep your customers train your staff right after all Marriott is a well renown hotel.

  37. On Thanksgiving evening after a very long day of travel by car (5 hours total, Black Friday sales, and family dinner. I arrive to a cold room. I adjusted the thermostat to no avail. I called the desk to request more blankets at 11;20 pm and a very rude employee told me that the TownePlace Suites had no extra blankets. When I explained to him that not having blankets was certainly not up to the standards of Marriott, he yelled at me! He also refused to give me his name. My room was clean an spacious, but that employee is not up to the Marriott standard.

  38. My wife and I recently stayed at the CourtYard by Marriott, Portland Downtown/Convention Center. Our stay was brought about by the sudden and unexpected death of our youngest son. The staff at the Courtyard was absolutely great. They couldn’t do enough for us. The Director of Food and Beverage, Martha Anyang, was very understanding and caring. She and her staff were most caring,helpful and generous.. The Front Desk Manager, Calla Rudolph and her staff were also very helpful. Under the circumstances, the staff there made our stay as pleasant as possible. Each of them gave serious attention and concern of our needs. We seriously thank each of them for their unselfish and sympathetic assistance.

  39. We book 3 rooms at Towneplace suites Marriott in Moosic, Pa. When I called down to ask about a suite case rack the night Manger informed me she had no idea if the room came with one and that she was the only one working the hotel. The next day the cleaning women asked if we wanted one of the rooms cleaned we told her yes, and informed her that the other room was unoccupied and she could clean that. On our return back at 4pm the room was not cleaned and we asked her twice before we left to clean it. When my husband returned at 5 pm he asked her to clean it again. When I called front desk at 6:15 they said their was no one there to clean the room n they would give me the sheets to change myself. Would never recommend this hotel, they seem to have a teenager as a manager. Very unprofessional. Surprise they haven’t been robbed.

  40. We book 3 rooms at Towneplace suites Marriott in Moosic, Pa. When I called down to ask about a suite case rack the night Manger informed me she had no idea if the room came with one and that she was the only one working the hotel. The next day the cleaning women asked if we wanted one of the rooms cleaned we told her yes, and informed her that the other room was unoccupied and she could clean that. On our return back at 4pm the room was not cleaned and we asked her twice before we left to clean it. When my husband returned at 5 pm he asked her to clean it again. When I called front desk at 6:15 they said their was no one there to clean the room n they would give me the sheets to change myself. Would never recommend this hotel, they seem to have a teenager as a manager. Very unprofessional. Surprise they haven’t been robbed.

    • We booked 2 king rooms at the Marriott Courtyard Downtown Louisville in Louisville, Kentucky this past weekend for the Louisville / SMU basketball game (1/11/14). One room was for my wife and I and the second room was for my son and grandson. I would like to give praise to the night staff who checked us in. They all were very helpful and extremely friendly. We all thank you for that. When we booked these rooms I specifically asked if would be possible to have adjoining rooms so that we could be next to our son and grandson. I know there is no guarantee for honoring this request but we were very pleased to learn that this request was being honored. We want to give a special thank you to “Daniel” for taking care of this. As it turned out Daniel was also the driver of the courtesy shuttle to the airport the next day. We had a wonderful time and our stay at this hotel was outstanding. Again, a special thank you to Daniel as well as the entire staff on duty over the weekend. Very friendly, very professional and very accommodating. We would recommend this hotel to our friends. Hope to see you all again next year. GO CARDINALS !!!!!!!!!!!

  41. I would like to first give praise to the night person who checked us in. She was wonderful and very helpful. The problem was when we left, we forgot our pillows in our room and did not realize it till half way home. We called the hotel and spoke to the receptionist and explained what had happen and we told them we would pay for shipping. The response we received was to call FedEx or UPS, so we did and each told us to have the hotel use their account but have us pay. We called back and spoke to the same person who was not helping so we asked to speak to the supervisor and she stated she was the acting supervisor. We did not believe this to be correct but she was the only person to speak too. She finally agreed to ship the pillows with a pack and ship company. We explained we needed the pillows next day and would pay for over night . We called again the next day and was told they did not ship them because the store was close. We ended up buying new pillows but still would like our pillows back and it has been 7 days and still have not received our pillows. It is very disappointing to experience a staff member who would not assist us when we had an issue. These are only pillows but I would have expected from a hotel caring your name would be more supportive to their customers.

  42. I wish u all could find something better to do with your time..your “status” with Marriott rewards does not put u above and beyond any other PAYING guest… and does not entitle you to make bogus claims either!!!

  43. Thank you to the wonderful staff at the Marriott Northwest in Atlanta. I arrived on Tuesday evening without a reservation, having driven less than 5 miles in 5 hours in the crazy snowstorm. The staff welcomed me and all of the other folks who sought refuge from the gridlock conditions and icy roads. They made all of us as comfortable as possible under the circumstances. Without exception, the staff answered every request with a smile and a positive attitude. I was so impressed by the way in which the staff worked together, pitching in wherever needed. Their positive attitude helped all of us keep calm and remain positive.

  44. Thanks to Marriott for another great stay. My wife and I stay on a regular basis each year at your Lincolnshire Resort for our anniversary around the end of Jan-early Feb. Another great time this year. Same room, but this time our 3 night stay included chocolate covered strawberries and a flower (Thanks Alyce and her team). Great food and service at the bar and restaurants. Great to see the number of employees there have been there a long time. Even your food and Bev. mgr. stayed to help out at the bar for the Super Bowl. We now look forward to our May stay at your Beach Resort in Puerto Rico for 10 nights.

  45. Townplace suites, Tempe, Arizona. STAY AWAY……. pool party going on for hours well into the night, loud obnoxious guest, yelling, screaming in the hallways: management” I’m only a girl at the frone desk, I can’t do anything”. No attempt to quiet the noise, no attempt to help.

    Marriot? Never again

  46. Just came back from the Marriott St. Kitts from a week stay Had a suite that never had hot water for a hot shower. They ran out of soap or body wash supplies and the food service was the slowest from any hotel that i have ever visited. I am a Ritz Carlton club member and have stayed at many rItz hotels around the world. This st kitts hotel is somewhat an embaressment to the Marriott name

  47. Hello,
    I just want to say how much I enjoy your hotels and look forward to visiting them in the future. And irrevelant of your response I will continue to do so.
    This country is going through a period of re-writing laws that have been with us for thousands of year. Laws based on a lot of trial and error.
    We are currently going through a period of redefining this portion; and you may not know if you go too far. And it may not go far enough. This is not the 1960’s.
    I was disappointed to see this company get involve with this issue; just as I did Chick-Fill-A.
    As a frequent visitor of your wonderful hotel; ironically the past year in Arizona; please don’t threaten the political process. Even if I agree with you in the largest extent.
    Your expertise is in running hotels, which I appreciate. Please keep to it.
    The Fortune 500 company I work for does that; they focus on their core business.
    I am not threatening anything; which makes me better than you.
    You are good at your job; but you are not wise.

  48. I am not even able to check in to the Marriott at the Philadelphia airport. I am so angry with Marriott! I booked my room for 3 people online but called the same day for a better rate. I went online yesterday, month later, and they have us in a room with one king bed. I called the hotel directly and they said they cannot guarantee preference but they are all sold out of two double beds (so someone got their preference or everyone would be told at check in leaving never being sold out!). I got the run around for 20 minutes from “customer service” and then again today from corporate when I called to complain about customer service! They said do not book online. They said they didn’t know that you can’t have three people in a king size bed, they said there was never a request made. Once she admitted to seeing it in the computer she said she could not do anything about it. I emailed a detailed letter to corporate. I am ready to make a formal complaint if they cannot fix the situation with something other than excuses. The only positive is that I did not prepay. Beware if you do!

  49. Checked into. marriotts in Pleaseton ca. And was so dissappointed….after being treated poorly at the front desk…even though a Fold and usually Platium level client…treated rudely moved to different rooms because of toulet overflow…why jioin their membership when you are treated badly…….
    Going to switch to Hilton…Marriott is a bust

  50. Recently stayed at Marriott Wardman Park. Personnel from reception to concierge to housekeeping were very good. Felt gouged by nit pick charge for wifi in room. At $300/night a $12.50 per day for in room wifi is not a sign of as first class operation. Lessor quality hotels offer free wifi. I personally would have preferred $5 or $10 on the room rate than to see a tacky add on. But I guess even the allegedly best stick it to guests for an extra buck.
    P.S. I chose not to select.

  51. Hi: my husband and I have been golfing on the Trent Jones Trail and love the golf courses and the Marriott resorts and hotels on site. The only improvement I strongly request is to put in additional tees for women around 5700 – 5850 yds. The gap between the women’s tees and the white tees is too large. The women’s tees are too short for stronger women golfers and the white tees are a little too long. There are a lot of women players who regularly play on tees that are in the high 5000 yds. The lack of combo tees would deter a lot of women players from going to the Trail.

  52. Niral (MRCustomer Service)was extremely helpful today. He was knowledgable, friendly and very courteous in getting a Sr. discount on 4 reservations as well as the correct credit card #. Trina in Rewards was hell in getting me to Kia in Guest Services to update the new Chase card # into your system, and send me on to Kristan and Esther who helped me to get to this point where I can validate their excellent and friendly service. I want to suggest that in the survey I agreed to take after speaking with Niral that you might let us grade your representatives on all 4 areas that are mentioned and not just one because a representative can be knowledgable as well as friendly. helpful and courteous. It was also too many categories to remember before picking one. Getting help today from Mariott personnel was a very pleasant experience today and I wanted you to know.

  53. I just noticed that I misspelled something. It should be Trina in Rewards was helpful not (hell) in getting me to Kia……. Please correct my error. Thank you

  54. During a long period of rain, my room at the residence inn by Marriott began collecting ground water.
    I called the front desk to notify them and to move my room. The front desk politely let me know
    There is no maintenance and there were no rooms available. He did graciously ask me if I needed
    Additional towels to clean up the water. Pretty surprised at the lack of concern for a guest.
    Good luck. Never again. If you take a chance and stay here – bring a raft and don’t bother calling for help.
    No one cares.

  55. Recently, 04/20 – 04/25/2014, I had an opportunity to stay at the Courtyard Marriott Quantico, at 703-221-6293, and I just wanted to thank the Marriott Corporation to some of the finest staff I have ever encountered. Really! I travel a week a month and Marriott is my primary housing while on assignment and I come in contact with many Marriott employees. These folks down in Quantico worked hard to be of help, but we’re all genuinely nice people. A big mahalo goes out to Mustapha, thanks for talking me in after 20 hours of straight flying. Thank you to Walter and Andrena. The German food was really good you guys! Having spent many extended stays at Marriott all over the world, I can tell you, these people are some smooth operators. They should be part of the Marriott training on “this is how we do it”! Nice job guys! Ron Halverson

  56. I want to bring to the attention to Marriott management that Ms. Tiffany Tipton who works at thee Residence Inn Capital View Arlington Virginia, provided outstanding customer service. She was able to find a room for me at the hotel rather than me having to try to get a room outside of Arlington 20 miles away from my meetings. She was a kind voice at the end of the phone and she said she would make it her personal mission to help me and she did! Thank again, Ms Tipton! Hope the Marriott holds a special day for excellent staff and she is noted in some way. Thank you again Ms. Tipton- Mrs. Malewicz

  57. i Contacted Marriott Customer Service in February, March and April still no reply Cant get the name of the regional manager for Dayton Ohio and no one wants to gets to get back with me their customer service is poor to the least

  58. Stayed at savannah river front hotel May 3rd an4th on the at 3:17 phone rang woke us out of a dead sleep desk person said they had complaints of noise coming from our room I said if we I are sleeping how are we making noise,next morning I call front desk and said could you have sent someone to the
    Room to see if there was noise and she said we did I said no one knock at our door no manager or anyone call to find out our side of the story no offer of compensation will never stay at Marriott again unless I get a call from someone anyone

  59. I stayed at the Marriott Courtyard Durham (Triangle Park )301 Residence Ave . the week of graduation for Duke and NCarolina and also the NCAA Womens Lacrosse playoffs were taken place at the same time . With all the Hectic events going on the Hotel staff could not be more pleasant and made every effort to make everyone feel special. Although all the staff were very hospitable there were two employees that really stood out . They were two employees I was most impressed with SHAWN BUCK AND CORRINE WHITE they went over and above the call of duty to make that Hotel work . Their dispostion never changed . They are an assett to the Marriott Hotel Chain. J.J.C.

  60. We returned home yesterday from our stay at the Marriott Courtyard Allen Texas.
    The hotel is so dirty I will never stay there again.
    They never vacuum the rooms or the hallways on the room floors!!!
    I can’t even begin to think of all the dirt and dog hair because they accept pets also that’s in the carpet.
    The vacuum cleaners are on the carts but never in my 4 day stay did I hear or see one being used , never!!
    I asked the front desk why don’t you vacuum the carpet and they looked at me like I was crazy. I takes the abut 10 minutes to clean the rooms and use the long handle lint stick I guess to get the big crap off the floor.
    I will now stay at the Hilton Homewood Suites down the road.
    You need to vacuum this hotel, clean the showers with the mold in them and get new towels that are not paper thin.

  61. We spent 4 days at the Marriott TownePlace Suites at Atlanta Northlake. After having driven for 13 hours it was a relief to be given such a warm welcome and customer service that deserves mention. In particular Ms. Tashika Hicks took the time out to make sure we had what we needed and also added little extras like cookies and a snack or two for my 9 year old son. She was very professional and made us feel like she cared about our visit to Atlanta.

  62. Stayed at LAX Mariott 8/14-8/18 RM 161..
    First complaint deals with the parking fee.. $27.00 plus tax with a hidden comment saying parking fees apply on the Booking.com website.
    Every night around 2AM the 1st floor turned into the party floor with lots of traffic and noise .. The entry door did nothing for sound with every conversation passing thru to the room..
    Finally the last night about 2:30 AM I called the front desk to complain about the party noise coming from across the hall . About 10 minutes later , the fire alarm went off !!!! Worst stay of 6 hotel stays during my 8 days vacation trip …

  63. We stayed at Fairfield Inn & Suites, 1314 N. Elk Vale Rd, Rapid City, SD on Aug. 30 and did not have a quality experience. First this was the highest rate I paid during my 2 weeks of traveling. I waited for 15 minutes in the lobby waiting to secure 1 of 2 baggage racks, which I needed because my husband is disabled. When we got to the room I spend 10 minutes on the floor plugging and unplugging and resetting the A/C, until it finally started to operate. Then I went to do some laundry, only to find there was not detergent for sale in the laundry room, as stated in the Guest Service Directory, so had to go down to the front desk to get detergent and returning to the laundry and placing clothing and detergent in the washer, the machine would not take my quarters, so then I had to take everything out of the washer, get more detergent and go to the first floor for a working machine. Additionally the table and counter tops in our room had food crumbs and glass marks on them.
    The best part of the our stay was the friendly and helpful staff person in the breakfast room. It will take some incentive for me to recommend or stay at a Fairfield Marriott in the future.

  64. I have been a loyal customer @ Marriott for many years. I have one big complaint that has bothered me for years. Why when u have a TV in every room in the building do u find it necessary to have them in the public spaces,ie Conciegers Lounge, lobbies,resturants and health clubs?.I find it so annoying when I am trying to carry on a conversation or having breakfast,lunch or dinner to have to compete with a TV usually tuned into some news station or political show. It seems with all of the held devices that are out there and the tv units in your rooms you would find it unnecessary to supply the public with TV’s in your public spaces.

    Robert McKinney
    Thomas Wood

  65. Marriott International
    Towne Place Suites

    To Whom It may concern,

    Today I was finally able to reserve rooms for our daughters up coming wedding on December 6, 2014. I can’t believe the Fort Wayne Indiana Marriott Towne Place Suites would not be helpful at all. It took several months and we are still trying to get it right with them. I called there on April 14, 2014 and a date prior to that leaving messages for the event planner Kelsey Brown to return my call so I could find out how to block rooms for her wedding date as we are expecting people from out of town and a room for ourselves. No return calls from anyone. I called again on April 29, 2014 and again I was told I need to speak with the event planner Kelsey Brown . I said no I would like to speak with the manager and they said that was Greg they put me through to his voice mail and again I left a message to return my call, again no response . My daughter Brooke the bride started calling also , same thing happened with her a couple of times. She even spoke with Greg finally which he did not tell her he was the manager, I did. He said he would get back to her after he spoke to event planner. Brooke told him to get back with her that day . In the mean time she called Marriot Corporate and they should have documented this I’m guessing it was early May 2014 by this time. After speaking with corporate the funny thing was, Greg the manager in Fort Wayne, IN called her back like ten minutes after she hung up with your corporate office. He told her she would have her 20 rooms blocked also a complimentary room for herself and fiancé and a complimentary room for myself and husband for all of the hassle we have had to go through. Well the invitations have been sent out including where to stay at your Marriot Towne Place Suites which her reception hall advertises for your service on their brochures and website YOLO Event Center which is just down the street from this location. I called today to reserve rooms for myself and other out of town guests, first Greg told me he wasn’t sure if we had enough rooms left out of our block, he also did not identify his self or seem very enthusiastic to help . Being the manager you would think he would like to fill up these rooms and accommodate potential customers. I reminded him I was supposed to get a complimentary room at which he said I wasn’t. Ok whatever so I said I still need to make sure I have 10 rooms, I gave him my credit card number to hold these rooms no problem . I said so we did have 20 rooms totally blocked correct ? Greg said no only 12 were blocked for this wedding . He finally said he was able to block 8 more today. I called my daughter to tell her what was going on. Brooke then called Greg again he is supposed to be holding up to a total of 30 rooms for December 6, 2014. He then told her that this facility really does not have the accommodations to hold that many rooms, after which he finally agreed to do. It is a little late for us to try and get different places to stay for our guests. I don’t know that in the future I would recommend Marriott as a place to stay. For some reason it feels as if they really don’t want us to stay there. Perplexed.

    Sincerely,

    Sue Woodward

  66. Just file a complaint with customer service at Marriott corporate. Kathleen was nice enough to listen to what I have to say, confirmed that she will pass my complaint on to Marriott Residence Inn in Vacaville, CA. Then, at the end, I asked her for her opinion – if that would have been the right thing to do, letting the manager or owner know what was going on – she said I was wasting my time.

    This was my experience at the hotel over the weekend:

    A negative experience at this specific location for our hockey weekend. They over booked their rooms, wanted guests to volunteer to switch hotels. Worst part was they had used my name to tell one of five other guest that I had volunteered to move them to another hotel. I found this out tonight from an angry family on my son’s hockey team, whom I thought were joking – not.

    The hotel staff were beyond tolerable with their “I don’t care, and I don’t want your business” to one of their preferred Marriott customer who had informed them that he was not happy with their service in my presence.

    The hotel staff including their assistant manager who had called the police to escort another Marriott guest off their premises were verbally admitting to how they don’t want to lose their job if they have to call their sales rep (who had booked and confirmed all of our rooms) or their manager to accommodate these guests tonight.

  67. I was a guest at the Courtyard Marriott in Austin, Texas from Thursday November 6 through the 9th. The first mishap started with getting the wring type of room than had been requested. At first a friend and I were told that we had made a mistake when we registered on line. They added there were any king size bed rooms available anyway. After seeing written proof of the registration all of a sudden the rooms became available. Then much to our surprise the entire facility is under renovation. This information wasn’t anywhere on the website nor were we ever informed about the impact this might have on our visit. There were workmen there every day from 8 to 5:30, even on Saturday and Sunday. Unluckily for me, they were working on the 6th floor and my room was on the fifth floor. Starting to hear drilling and hammering that early in the morning was not an acceptable way to be woken up. All of the area hotels were full due to a big University of Texas football game so moving locations wasn’t feasible. When I expressed my dissatisfaction at check out I was told that “they” (corporate) aren’t allowed to inform the public about the renovation taking place, either verbally or on the website. In my opinion this is a blatant example of deceptive advertising. I wasn’t offered any type of credit or deduction in the room rate. The room price wasn’t cheap, $149 per night and I find myself hesitant to ever book in a Marriott again. I would like to request that once this email of concerns has been read, I receive an email back in return addressing these unfortunate incidents.

  68. We were on the road over Thanksgiving weekend (2014) and decided to change from the Towne Place property in Newark/Christiana In Delaware to a Residence Inn nearby because we thought it would be an more comfortable stay. We were traveling from the New York area back to Northern Va. When we arrived after 11 PM our room (1313) was freezing. The thermostat was set at 56 degrees and it took over an hour to warm up to where it was comfortable. To make matters worse, the next morning there was not enough hot water for two people to shower. It seems like the owner/franchisee is trying to cot costs by keeping the rooms cold and scrimping on hot water. This is not what we expect from a Marriott to say the least. We are frequent travelers and have higher expectations from all of your brands.
    At present, we have reservations for a week long stay at a Spring Hill Suites in San Diego over Christmas . Break when we are visiting family for the holidays. Now we are having second thoughts about that plan based on this experience. Aren’t there standards that your company requires so guests can know they will be comfortable and enjoy their stay? We look forward to your response so we can finalize your plans.

  69. Hi, my name is Tom Patterson. I’m on the board of Dale Carnegie. We recently had a fabulous event at the marriott marquis in Atlanta. I wanted to let you know that Chandra and Eric went above and beyond the call of duty to help me out last week. I was struggling to tie my bowtie for a black tie event and they both came to the rescue to help me out. Chandra got hold of Eric and Eric tied me an exceptional bowtie. They are both a hit and great representatives of the Marriott brand. I just wanted to send this note in to let you know. Best, Tom

  70. I stayed at a Courtyard Marriott in Topeka Kansas. It was for my brothers funeral. My entire family flew in from all over the country and stayed there. The staff were very nice. They helped with every question we had. My husband and I booked through Expedia. The rest booked directly through the hotel. They received a funeral discount, we did not. It was a substantial amount. When I questioned the difference, the desk informed me they could not help us. We booked through Expedia and they couldn’t help. As a good hotel, they should have been able to give us a discount anyway. With so many good hotels, I don’t have to book with Marriott again.

  71. I would like to leave a review on this chain of hotel but unfortunately I am not going to be able to have an experience in it thanks to the “overbooking” in the hotel I made reservation on. A few months ago I made a reservation for the Marriott Marquis in Atlanta Georgia to attend a professional development conference by the AMI Montessori which is going to take place at the hotel from Friday 13th – Sunday 15th. I have been attending these conferences for 15 years and knowing that there is a high demand for the rooms, I always make a reservation with plenty of time to avoid having to stay at another location. Today I have received an email that per my request, my reservation had been cancelled. Obviously, I have not made such request. After calling more than five times and getting the run around: ‘someone is going to call you back”, “there is no supervisor available” and the usual disconnected call, I got the information that we have been relocated 25 minutes away from the conference due to overbooking. This is completely unaccepatable. If I had the intention of staying at another hotel, I would have made other arrangements. The funny part is that I was in the process to book another hotel room from this chain of hotels for my upcoming trip to Puerto Rico Feb 26 to March 3rd but I doubt I will have a good experience. Shame on you! I will think twice next year about attending the conference if it is at your hotel. I will also make sure I email AMI International and NAMTA to make sure they understand how poorly this has been handled and to reconsider NOT choose this venue again.

  72. I don’t normally write reviews, however I felt the need to this time. The pool was dirty, hot tub cold, No free WiFi and if you want a continental breakfast you should have stay at another hotel. Over all I would give my stay a 1star. I’ve stayed at other less exspensive hotels that we’re much better then this place. But lessened learned you don’t get what you pay for. I which I would have known that all your paying for is a small bed and that’s it.

  73. I would like an application for a maid position. I have taught Honors Chemistry for 36 years, have my masters degree plus 30 graduate hours in education and will be retiring at the end of this year. I feel I am more than qualified for this position. We stayed the Marriott at Easton Columbus OH in room 612 on March14 for my birthday. I left my birthday present in the room. Upon calling the hotel I was told nothing was turned in by housekeeping and they were angry that I would suggest that the maids took my gift. After pondering this situation, I determined that the maids are making more money than I am so I decided to apply for the job. Because they are not held accountable for things left in the room they can sell their finds on ebay and make a ton of money with little work. I want the job. Please email an application to the email listed above. I will be available June 1st.

  74. I am getting robo calls at 21:20hrs for a free night at a Marriot hotel. I am on the National do not call registry in Canada. My day starts at 03:00hrs so I don’t need some telemarking call in the middle of my sleep.

    They are not supposed to call after 21:00 hrs if they were legally allowed to call me. I have never spent a night at a Marriot hotel. And now I will not even consider spending any money on a company that will not abide by the Canadian National Do Not Call Registry. What other laws are they ignoring?

    Stop calling me.

    Pauline Sharpe

  75. A very special “thank you” to Carol Sue Hilborn, Concierge, at the Marriott Vacation Club in the Newport Coast Villas, Newport Coast, CA. She was more than accommodating with suggestions, guidance and services. Her pleasant and courteous personality added to the enjoyment to our stay. Carol was also a great help in assisting us in the ridiculous CA toll paying process!! Semper Fi.

  76. I am staying unfortunately at the Courtyard by Marriott at BWI. I am 57 years old with many many nights under the Courtyard rooftop, and tonight I would say that I was the most disrespected in all of my years. I was told by the bartender and get this…”I told you before, get in the line if you want to be served” since when do you sit at a bar and then have to get in a line to be served?
    If this is the new process with Marriott, I am going elsewhere, or perhaps I have just experienced…the well known North East Hospitality!!!!!!

  77. WORTHLESS! WORTHLESS! WORTHLESS! This best describes Marriott Internet Customer Service. If I ran my business like their Customer Care Department I would have been out of business 35 years ago. Don’t bother calling them. They can do NOTHING!

  78. A very special “Thanks” to a wonderful employee in Reservations at Houston IAH Marriott for being so helpful, kind with a very cute sense of humor. Her name is Ella. After having flight delay, lost luggage and missed connection and a 9 hour in transit day on July 15th, this delightful lady assisted me, even though she had no vacancies late at night, but she went out of her way to be helpful. My experience with the Marriott family has always been superior – Ella is the kind of employee that Marriott should be proud of — Kudos to a nice person.

  79. On July 2, 2015, while traveling at night, I was desperately looking for a hotel room. I had stopped at every exit for 30 miles heading south on I 95. I apologize but I do not remember the exit or town, but I stopped at one of your hotels. An employee, Tyeeshiai Battle, was manning the desk and was more than helpful. She called every hotel for the next three exits in an attempt to locate a room. She was the only hotel employee in all of the establishments in which I had stopped who made any effort to help. Be proud of an employee who went above and beyond.

  80. Dear Marriott,

    Recently I attended, and stayed at, the Marriott Riverwalk in San Antonito, Texas. By and large my stay was quite nice and I was treated quite well, until, my very last day, at the very last moment, the Marriott was able ruin my experience.

    When I checked out I specifically asked the clerk if my room key would remain valid for my exit from the parking garage and the nice young woman behind the counter said it would be no problem. I had explained that I would be dining and visiting with a friend.

    When I went to leave the garage the machine advised that my card was no longer valid. I went inside and a different clerk, named Cynthia, said that I would have to pay to leave the garage.

    I explained to Cynthia, that I had gone out of my way to ask Marriott about this situation and that I was told it would not be a problem. Cynthia just ignored my words and like a tape recording just kept repeating that I would have to pay to leave the garage.

    Finally, someone with authority and understanding of customer service came over, took my card, and said this would get me out of the garage with no charge.

    Marriott, and Cynthia, did not make me feel like a welcome guest. In fact, she made me feel like all Marriott cared about was a few dollars for parking. I just spent over $1,200.00 with Marriott, not to mention hundreds more in the restaurants, shops, movies, bar, and $37.00 per night for parking, and Marriott want to hold me up for a few hours of parking, after Marriott told me that my room key would be valid to exit the parking garage.

    I went out of my way to avoid a problem and Marriott went out of its way to make me feel unwanted.

  81. I am unsatisfied with the Customer Care received during a recent planned trip to Miami Marriott Dadeland. My daughter and I were planning on coming down for a family funeral on August 7th tho the 9th. Confirmation number 89012263. Unfortunately, emergency surgery cancelled this trip. The surgeon wrote a letter explaining this emergence and why we could not fly. The trip would have been too risky. I notified the hotel immediately and all I have been getting is a true runaround. No one will credit my American Express card for this unfortunate and unforseen catastrophe. No return calls and no resolution what so ever. Passing the buck from employee to employee. I find it interesting the Jet Blue had NO problem with returning our money but The Marriott for 2 nights at 134.00 plus tax is an issue?????? Terrible Customer Care … Starting with Audrey and Mildred… You should be ashamed ….

  82. I wanted to thank Mitch at the Marriott Indianapolis North. He has shown how hard work and customer service skills are a vital part of the Marriott experience. I have been to many marriotts around the world and he is a valuable asset to the team. It is because of people like Mitch that I will remain a Platinum Elitewmber.

  83. On Sept 25, checked into the Fairfield in Williamsburg VA. for a stay of three days with a friend, we wanted to split the cost, so we gave two credit cards. Total bill was $499.02 they charged all on my credit card. Went to desk on checkout-they stated they took care of the problem. Went home, they credited me for one night and debited my friend $54 only. I should have another credit of $59.93 and her card should be charged $196.47. I have called there three times to rectify this with no results. Either the person isn’t there, even though I left my phone number with no response, or they can’t help me and want me to keep calling back. Please advise as I would like to get this rectified.

  84. I wanted to write a quick note to Mr. Marriott himself but am unable to find the appropriate link. I would like to compliment an employee, Nathaniel from the Algonquin in NYC. I believe he is the concierge there.
    Approximately 3 years ago, my husband and I stayed there a week. The small but very chic newly renovated bathroom made a great impression on us. So, now that we are helping our newly married son renovate his house, we wanted to replicate the distinctive bathroom. I called the hotel for help. After disclosing to Nathaniel, the concierge, what I wanted to do, he graciously agreed to help. He looked up our room that we had stayed in and promptly took 4 or 5 pictures of its bathroom, texting all photos to me. Nathaniel acted cheerfully and was diligent in trying to assist me! We passed on the photos to our contractor and now have an extra elegant (albeit small) guest bathroom for my son. Nathaniel represents just another positive thing that Marriott is known for, customer satisfaction. Thanks again Nathaniel!!!

  85. I was degraded, labeled as a thief, told I needed to pay and get out after paying by the manager. I was referred to the Marroitt by the company I work for. We were invited by one of the heads of customer relations reps for Ritz Cartons Hotels I work for (Smilebrands Corp) whom the Ritz did a Confrence with our company last year 2015. Please have some one contact me .

  86. We have been reward members for years and have always appreciated the customer service we have received at all of our stays. I want to recognize Hugh Breckenridge from the Courtyard New Orleans at 300 Julia Street for displayed customer service that was out of this world. My family stayed at the Marriott on Canal the night before our cruise but my sister stayed at the Courtyard. We parked across the street to go in and have a cup of coffee with my sister before we left for the terminal. No sooner than I had my first cup my nephew yells, “Aunt Sally, they are taking your car.” We tried to stop the tow truck but no luck, they were off with our car, luggage and passports. I was beside myself. That is when Mr. Breckenridge offered to help me. He told the girl at the desk (I think her name was Katrina) that he needed to take me to the impound yard but would be right back. He got in his personal vehicle and rushed me to the yard. On the way he gave me the number for a taxi (in the event I couldn’t retrieve my car) and told me he was so sorry about my trouble but all he could do was drop me there because he had to get back to the hotel. He was our guardian angel that morning. I am so sorry that I didn’t have time to go back to the hotel to thank him personally. Because of the kindness and generosity of Hugh Breckenridge, my family and I were able to make our cruise and still have one of the best vacations ever. I hope Marriott rewards their employees that go over and above. .

  87. A booked a Marriott room through a third party vendor for a nights stay on Sunday Aug. 31st but got bumped from my 6:00 p.m. plane flight from San Francisco to Phoenix. I did not stay in the room but got charged anyway. I asked if I could get a night stay voucher since I was charged for the room but did not stay and response from Marriott Customer Care representative was “Sorry Marriot cannot help you.”

  88. I would like to compliment the Courtyard Marriott’s decision to work with Folks with disabilities namely in your latest establishment in Muncie Indiana. The establishment of a hotel with a working relationship with folks with disabilities is comendable. I hope that it will be a template for others in the business. You can bet that the next time my wife and I travel; it will be to a Marriott.
    Thank you
    Don Bach

  89. I made a reservation at the Oakland Airport Marriott in Dec, 2015 for a suit for 3 family members, designating a suit because that was what accommodated our needs. I made the reservation in October, 2015 to insure we got a suite. We were 1 hour away the day of our arrival, driving in heavy holiday traffic when we got a phone call from Mariotts saying we could not get the suite we reserved 2 months prior, but they would give us a regular room. As this was not what we needed, we called another hotel and got a larger suite, closer to the airport, that cost less, and included breakfast, which Marriotts did not.
    We have stayed at Marriotts in different locations prior to this, and have been very satisfied.
    This was poor business policy. Should we be in the Oakland area, we will not stay at that Marriotts again.

  90. While checking in the agent was very rude while I was checking in, I can see my reservation on line and my member number is there. I told her me number should be there and then she turned the screen and said look it is not there. So I gave her my number and than she said I have two reservation in the system, I said I only need one, the Govt books my room. I asked her if she could look in the system to see if my rewards days had been fixed from my last stay in December because during my last stay my room was put on a co-workers CC. She said she couldn’t look with out my member number. I told her that I faxed back the form to fix the problem with my CC number and rewards number as requested to fix the problem. She . I than again told her I had to fax the form in form Dayton OH to here in TX so there would have been no way to see if it was done but could she check. She than told me I was being very rude to her and so I requested to speak with a manager and she told me she was. So I request her name and her supervisors name and she refused. She handed me my keys, and dismissed me to help the next guest and refused to give me any help or information. All I got out of her was her name is Carrie, I could not read her name tag because it was covered by her sweater. Wanting to make sure my charges had been removed from my coworkers card, making sure my nights had been placed on my account and getting checked in was what I was doing, and being treated like I did not matter and being told I was rude is not acceptable in anyway and not being given the required information I requested was uncalled for. I know we all have bad days and customer services jobs are hard, but that is her job. This happened at the Courtyard Forth Worth University Drive. I know this might n

  91. I just received a thank you for another year with Marriott, I wish I could say the same after changing the point catag. We stayed at a Spring hill Dec. it was a Catag. 3 and had pay for a catag. 6 .
    We wered with friend that joined Marriott visa because of me several years ago.
    I felt so bad they were scamed by this change in points.

    Thanks for your rewards

  92. I received an email in error on Sunday February 14 at 8:07AM with the subject of : New Reward Order Confirmation. I have NOT placed an order

  93. My wife, grandson and I stayed at the Marriott Courtyard (Medical Center- Main Street) in Houston Texas on Feb 19, 2016.

    We compliment your staff for making our stay very memorable. Your staff went out of your way to make it a pleasurable experience.

    The rooms were excellent, spotless.. the Food at the Bistro was very good likewise.

    Specifically (to mention a few persons): Alejandro, Kinder Smith and Mikayla…

    Thank you very much !!

  94. ATTN: CEO/ MR SORENSON
    MY NAME IS IDA JONES FROM PISCATAWAY N.J
    I AM WRITING TO COMPLIMENT THE FOLLOWING STAFF MEMBERS AT THE MARRIOTT INTER HARBOR IN BALTIMORE. I AM HAVING MY 65TH BIRTHDAY ON MAY 14, 2016…..I WOULD LIKE TO CONGRATULATE YOU, ON AN EXCELLANT HOTEL, AND TO PRAISE YOUR STAFF. I CAME TO BALTIMORE FOR THE TASTING, BECAUSE I TOOK THE WEDDING PACKAGE, ALTHOUGH IT WAS A BIRTHDAY PARTY.
    THE FOLLOWING STAFFS MEMBERS WENT OUT OF THEIR WAY
    CULINARY ADAM WILLIAMS. EXCELLANT SKILLS…KNOWS HOW TO COOK……AND IF I WIN THE LOTTERY I WILL HIRE HIM……..HAS A PASSION FOR WHAT HE DOES…………

    ARRON GIBSON(NO RELATIONS TO ME) HAS A PASSION TO LEARN, GREAT SMILE………………

    BANQUETS….LAFAWN BUTLER, SHARON WEEMS…AN EYE FOR DETAILS,
    PRESENT THEMSELVES WELL, GREAT SMILES, EMPATHY, CARING…
    SALES…..DELPHINE STEWART, CINDY BAUCOM………….FROM MY FIRST
    CONTACT, EXCELLANT CUSTOMER SERVICE, MADE ME FILL LIKE I WAS FAMILY……………WARM. CARING, HELPFUL, CONCERN…..
    EVENT……..KINIKA TORBIT….VERY HELPFUL,

    PLANNING MANAGER…………MR.LAWRENCE PERRY
    HE IS ALL THAT………….HELPFUL, CONCERN, PAYS ATTENTION TO DETAILS, KNOWS THE MARRIOT BRAND, LOVES HIS JOB…..TREAT YOU LIKE FAMILY…………..

    WITH STAFFS LIKE THESE, MARRIOTT WILL ALWAYS BE ON TOP
    PLEASE EXTEND A HARDY THANK YOU …..LOOKING FORWARD TO MY PARTY…

    IDA JONES/PISCATAWAY NEW JERSEY

  95. I want to compliment Gabriel at the Springhill Marriott Suites in Miami for his help in confirming my reservation. My name was listed as “Rothwell Dolores” not “Dolores Rothwell.” Two employees I spoke to before Gabriel were unable to find the reservation. I also want to give Henry ten stars for his help on February 20. We arrived at the Springhill Suites after 10PM on the 20th to discover that Road Scholar had not booked rooms for 22 members of the tour. Henry spent hours on the phone finding rooms at other Marriott Hotels and giving our tour members suggestions on how to find rooms in the area. He was caring, patient, and made sure every person in the group finally had accommodations. Henry found rooms for four of us at the South Beach Marriott and Amin the manager was pleasant and helpful.

  96. To Customer Service Manager:

    We had a fire in the Courtyard Marritt Hotel at: 440 Seabreeze Boulevard . Fort Lauderdale, Florida 33316 USA [[[|: as you are aware and there was no fire alarm! This could have been a very tragic matter and I’d like an explanation for how a large hotel chain could have had such an error!
    We tore up first time used luggage running down the stairs, had to sleep at the airport since we had an early am flight and had to call and hire an Uber to get there since we could not get the hotel staff to get us another sister room nearby promptly.

    Please contact me after your review.

    Regards,

  97. Please read the following and pass along to management.

    Using Marriotts website I booked a room at Marriott on Fremont, Fremont Ca. We arrived 3/18/16 around 7:30pm we checked out on the 20th. The purpose of our trip was to attend the Memorial service of my cousin.
    After a 5 hour drive I was looking forward to the lemon water dispenser usually in the lobby of Marriott Hotels. This one was empty. I pointed it out to staff and my comment was totally ignored.
    Being eager to check in my Husband had dropped me off then went to park the car. I had booked the room under my husband’s name with my name on the credit card. The lady at the desk refused to register me, stating that only my Husband could register since the booking was under his name. I presented the woman with a printout of our reservation complete with the confirmation number along with my ID and she still refuse to let me register. My daughter who was staying with us stepped in to defuse the situation as she saw your staff becoming argumentative and my patience had nearly reach its end. When another lady appeared asking what the problem was The one “helping me” told her there was no problem and the agreed the registration number and print out would now be enough to “allow me” to register.
    We were assigned room 640, the room appeared pleasant, yet we soon discovered the beds provided no support, (each of us awoke with back aches). The next morning my daughter informed us the toilet was backing up and the safe was locked. A young man from your staff was summoned to our room, He unlocked the safe, unstopped the toilet with some overflow. He assured us he would have the maid mop the floor. We left to attend my Cousin’s memorial service before this was completed.
    Returning around 5:30pm discovered the maid had left two wash clothes for the three of us. My daughter asked the maid in the hall if we could have another wash cloth, the maid informed her she could not. Stating there “were no more wash clothes”. When my daughter insisted we should each have a wash cloth the Maid turned her back to her, declared “no mas” took out her phone and began texting.
    While this was going on I decided to change out of the clothes worn to the funeral. A green shirt that had been in the drawer on top was missing. We check everywhere but it was no longer in the room. My daughter checked the closet and noticed her bag been moved and someone had sifted through the contents, the same with my Husbands and the drawer my shirt was missing from. We had our valuables in the safe so nothing else was gone. I called the desk to report it, the staff was unconcerned, saying they would check lost and found. I explained I had not lost it, it had been removed from our room.
    That day and the following morning I called the desk three times and approached staff at the desk with the same response from them. I now recall that when I was checking in a young women interrupted us and asking the staff at desk if they knew anything about her missing purse. She was told they would check lost and found for it. This didn’t mean anything to me at the time but now it makes me think a staff member could be looting the rooms.
    When I checked out of room 640 I asked for a printout of charges. I did not notice until I arrived home that I had been given a print out for room 645, complete with the guest’s name, phone number address and last four digits of his credit card. I will shred the information but had I been an Identity thief I am certain I would have been delighted to have this information.
    To summarize;
    The staff was rude, lazy and most unhelpful.
    The beds are poor,
    The toilet backed up,
    someone stole from us.
    The maid refused a wash cloth and lied about the availability of it.
    Add to this at check out staff provided me with the complete identity of the guest in a room five door down from me.
    Though I will never stay at this hotel again I suggest someone provide proper training for the staff in customer service and perhaps a criminal background check on personnel.

    Regards,
    Mrs Gary Parks

  98. Used Marriott.com to book room at Marriott fremont, Fremont Ca. Staff would not let me register, even with confirmation number until my husband returned from parking car. Hotel looks good and is clean. Beds poor, toilet backed up and overflowed. Some one on staff went through our suitcase and drawers stealing item. Maid refused to supply wash clothes for all three guest. I.reported theft, staff truly unconcerned. When I checked out the desk provided me with another guests full identity including the last four digits of credit card.
    Entire staff could use training on customer service and a criminal background check.

  99. In November of 2015 I booked 3 rooms in Rome Marriot Hotel with points and cash. Upon arrival in April 3rd 2016 with 6 people I was told I had only 2 rooms. Upon day if arrival I started receiving Insufficient Points emails. I confirmed 3 rooms and points covering these reservations SEVERAL TIMES WITH MARRIOTT.

    This has RUINED our trip. We have to wait to be arranged in rooms, figure points and multiple reservations. STILL HAVEN’T FIGURED THIS OUT. I HAVE TO WAIT FOR INTERNATIONAL SUPPORT TO OPEN. I HAVE SPENT 6HOURS ON THIS. NUMEROUS HOURS PRIOR.

    Local Staff are great. Reservations and points are a BIG PROBLEM since I was told one thing and then now feels like ‘bait and switch’ to pay hotel.

  100. We need a lot of help from you the Marriott.
    We bought a vacation certificate, by attending a meeting. We were told it would be a cruise for two for any cruise line. We paid $1679.00 FOR This certificate, I ask for what?

    We called the the MARRIOTT, HOOKED US UP WITH MAKING RESERVATIONS FOR THE CRUISE. We still had to paid $1000.00. we feel we got scammed. W E STAYED IN OUR FOR THIS CRUISE I DON’T THINK WE GOT ANYTHING FOR THE 1679.00 WE PAID.

    NOT A HAPPY MARRIOTT OWNER,

    JURGEN PILZ

  101. My stay at the Fairfield Inn & Suites Washington, DC/Downtown on April 8-10, 2016 was a huge success due to the great customer service from “Angie” at the concierge desk. The Cherry Blossom Festival fizzled out due to the snow the prior week and the fireworks were cancelled. With lots of time on our hands Angie gave us several sites to visit and recommended we eat at The Match Box. Everything was exceptional. She was the bright star in our slightly disappointed weekend. I would also like to take the time to congratulate all the staff members who were so patient with out over-the-top questions and request for directions. Each interaction resulted in a map personally circled with transportation information or the quickest way to walk. The breakfast staff also were very helpful each morning. So bright and cheery…..coffeeeeee, I need coffeeeee!!!!

  102. Wanted to compliment Victoria Coe at your Newark Airport hotel. While others looked confused when I asked for a way to send an email to print out, Victoria smiled and found a way to do it easily and quickly. Forget all the glitzy ads; people like this are your heart and soul and the reason that I am a Platinum Elite

  103. My wife, my daughter and her family stayed at the Denver Marriott South from April 1 to April 5, 2016. As usual with Marriott, our stay there was very good. I’d like to especially compliment Jacob at the front desk and Desiree in the Concierge Lounge for being exceptionally friendly and helpful. The only negative experience we had was in the Concierge Lounge on Sunday night – the 3rd of April where the host (unfortunately I didn’t get her name) was not all that friendly or helpful to my wife and two of our grandchildren. She acted like the Lounge was not a place for kids. However, the next two mornings Desiree was very hospitable in the Lounge.

  104. After due consideration and in light of your personnel’s deplorable action(s) with respect to the incident involving a young woman who was under assault by demonstrators outside your lobby doors in San Jose, you have lost a customer.

    It is an unconscionable act of cowardness to lock doors on women under assault and fail to offer aid or assistance to same after the fact. As a guest I would expect more.

    Expecting more from Marriott appears to be expecting too much.

  105. Dear Customer Service,
    I left a comment several days ago that chronicled my experience on a June 25th stay at the Irvine Marriott. To date I have not received a reply to this email, is this typical of the manner in which you address customer complaints? If your failure to look into my complaint is demonstrative of your corporate willingness to resolve issues of this nature, then it is no wonder that my family and I received such abysmal treatment at your front desk. If I do not receive a response in a timely manner, I will vent my frustration on social media sites.

    Regards,
    William Jewell

  106. Many thanks to the Mystic Marriott staff, Groton, CT, especially Keith who handled my unique baggage needs. Had two ice chests of deer meat that I needed to keep frozen during my stay last week for my USCGA 71 reunion (also hosted by the hotel). He took care of my needs using your walkin freezer, and upon getting home yesterday (San Francisco suburb), the meat was still thoroughly frozen. I was very relieved.

    The service during our entire stay was nothing short of outstanding.

    • I would like to recognize and applaud two young ladies for their caring service and attention to detail during my recent stay at the Renaissance in Tulsa…Front desk…Diamond…and concierge level Debbie. Both have gone out of their way to be helpful in an unbelievable and caring way. They really were interested in my needs and responded over an above compared to others. I am a Platinum Premier member and stay at this hotel routinely because of people like Diamond and Debbie. They both deserve a “high-5” for their commitment to excellence.
      JL Gutmann

  107. it’s a disaster to stay in Courtyard Foothill Ranch Irvine East/Lake Forest which bring me into big trouble with bank by their so called policy “automatic holding more amount from customer credit card without authorization”, and their operation manager think it’s reasonable since it’s Marriott’s company policy!!! How a power company policy to get customers money without any authorization!!! really ssssuck Marriott…..

  108. it’s a disaster to stay in Courtyard Foothill Ranch Irvine East/Lake Forest which bring me into big trouble with bank by their so called policy “automatic holding more amount from customer credit card without authorization”, and their operation manager think it’s reasonable since it’s Marriott’s company policy!!! How a power company policy to get customers money without any authorization!!! really ssssuck Marriott…..

  109. For several weeks I experienced an exemplary stay at the Courtyard Little Rock North on Warden Road. My visit was so phenomenal that I wanted to document it. Often customers are apt to share displeasures but My Story is quite different. On a daily basis I was appalled at the high standard set by the District Manager, Ms. Stephanie Amos. Daily smiles, NICE personal remarks, great food, excellent coffee, clean entrance AND a clean room became part of my daily routine. I have stayed at many Marriott properties but NEVER have I received such queenly care. I would like to personally thank Ms. Stephanie Amos an her corroborating crew for an outstanding, “extra mile” stay. And look forward to revisiting the friendly, efficient team again.

  110. I fell in a defective chair(desk chair) no back support the chair just kept going back and hit my head and shoulder. I am now seeing my doctor to ascertain damage. This happened at Residence Inn Marriott Cincinnati Blue Ash on 5 March 2017. I e-mailed an incidence report to Donna Collins who said she didn’t have a form for guests,only for staff. The chair was replaced by Alex when I informed him what happened. The way I was treated by Donna triggered this e-mail, no compassion or concern expressed. Prior to seeking legal assistance I am contacting you. Your reply will assist me in future actions. Thanking you in advance for your assistance

  111. Marriott:
    My family (four rooms, eight adults, seven kids) spent eight days at the Residence Inn, Chandler, Arizona March 25-April 2.
    We had a great time.
    The staff at the Residence Inn were exceptional, led by the General Manager Jackie Tyler. The rooms were clean and the staff was very polite, respectful and especially helpful.
    We had a great experience and will come again.

  112. Went to the Gaylord for a company function. When we arrived we were told that our parking was covered under the company account. I have 10 charges on my bill and 2 debits from my account 1) 83.64 2) 53.76 we were told multiple times by the valet lady and rhe valet staff that if we had a white valet ticket there would be no charges to us. Upon arrival they wanted to hold 250.00 for “just in case” they agreed to block/restrict our rooms so nothing could be charged to our card. And today i look at my bank account and have 2 pending charges totaling $136.40! I am livid, my company paid a great deal for us to be there and after looking at my account i am livid. I will make sure I let all of social media and my customers know how rhe Not So great Gaylord lied to me and I will never use rhis place again! This is totally wrong, how can your valet cashier and valet crew tell me one rhing rhen there’s money stolen from my account?

  113. Hello I’m a homeless person who was sent to the marriot to live temporarily..DEPT OF HOMELESS SERVICES .has the the 1st floor contracted out for homeless people on job search -job ready – or already employed. My question is why are we being treated like criminals…we are allowed to go outside after 10pm…the rules of D.H.S. is as long as your by your bed during count time ..and you sign for your bed…them there should be no reason why we can’t go outside to the store or to just breath some fresh air …there running this place under dictatorship….i can’t believe that the marriot would allow people to be treated this way ? .I understand that we are not paying customers …But We Are Still people …and this message will be forwarded to where it needs to go so people can be informed

  114. Dear Management,
    I called the Marriot TownePlace Suites in Redding California to try find a room for the night. I was warmly greeted by Devan and she helped me find a room that was just right for my time in Redding. The experience didn’t end there though. She inquired about my stay in town and when found out my partner and I are thru-hikers on the Pacific Crest Trail, she immediately jumped into action to discover how she could make our night even better. I told her I wanted to make it a “date-night” and she didn’t hesitate in finding out what I needed to make it just right. She asked how fancy I wanted my date to be and then took action and told me she would have a packet waiting for me at the front desk when I arrived. In this packet Devan had found a number of great restaurants and hip spots around town perfect for a guy wearing a quilt. Just what I was looking for. In the end, on her recommendation, we went to a local live performance of Sweeney Todd playing at the college and drank the wine she had waiting for us in our room after the show. It was a fabulous night.
    I manage two businesses, and I have tried for years to get my employees to embody the energy and kindness that Devan showed us on our stay at the Marriot TownePlace Suites in Redding. I strongly suggest you take care of Devan as an employee and promote her in your company fast. I would not hesitate to offer her a management position in one of my firms. Please take my remarks into consideration when her next review comes up. Her professionalism and customer service deserves the highest assessment.
    With Kind Regards and looking forward to my next stay in Redding,
    Scott Hand, FA

  115. Marroitt Green Hill Nashville – Do not have parking available and you have to pay $20 to have your car parked. I was not told about this charge.

    This needs to be added to the cost of the room instead of finding out about the additional charges when you are checking out.

  116. I think you have a problem. I booked 2 Marriott hotels in the past week. While I am talking to whom I think is a Marriott person, they…in both cases tried to book me in another brand of hotel. The last person said well you are talking to a reservation desk I can book lots of hotels. ????? I am thinking who or what have I logged into, the site said Marriott. Why does a Marriott person want to book you in to a Comfort or Hampton Inn. One person told me a higher price per night than I was looking at on line at the same time for the same hotel. He as much as said I did not know what I was looking at, what is going on. I do not want to run into that again. I book Marriott, usually Fairfield for a reason, To keep all my reward points in one place and because they are clean.

  117. The first day following my stay at your hotel I presented with a rash in areas of my body. Most were localized on my fingers, hands, arm and elbow. I tried for the next 5 days to figure out what it could be from. I was not in the outdoors for poison ivy and I was not eating any unusual foods. By the way, I have never had any sort of allergic reaction to foods or poison ivy. When I went to see my general practice Doctor, I explained where I had been and what I had done over the past week. After reviewing the pattern of the red rash and the history of events, bed bug bites was the determination. I used cortisone cream and mild soap and water on the area. It is now 9 days and I am finally seeing some reduction in the redness, although it has left some scaring. I continue to use the cortisone cream and peroxide daily.
    Please check your rooms – especially the one I was in #719 from 7/31-8/2 – for pillow and mattress infestation. I think it was likely the pillow area because all my bites are on the upper area of hands and forearm. I am not sure what you need to do to get rid of them, but I don’t want anyone else to get exposed and bitten. Now I need to inspect all my clothes, suitcase, briefcase, etc. for any I may have carried home with me. If you know how to rid your home of them, please let me know. I may just do this as a precautionary measure.

  118. The reason why I am following up is because this Marriott rep, pissed me off. I called the hotel three times the phone rung about 60 times. Then when someone answered I was switched to customer service; she was rude in telling me that I was too hyper; she didn’t know what I had gone thru, pissed me off when she said I’m not at the location; you need to know where you are going??? so every time someone travels they know where they are, it turned me off of the hotel and have decided to stay at the hotel that I’ve occupied the last 20 years when I travel; my guaranteed service at the Hampton Inn!

  119. I stayed at The Grand Bohemian Orlando Saturday August 12th. I was awoken by the alarm system approximately 1:30 am (Sunday) Directing all guest to leave the building and to use stairs. I did not see one staff remember/management checking on guest leaving the building or in front of building. The valet employees was hanging out at their stand and one employee vacuuming the outside rug. No one communicated with guests finally a Orlando City fireman said it was clear to enter the building. Many of us waited in lounge to return to our room. When we returned to our room the card no longer working. Went back to front desk and attendant knew we were unable to enter the room. No apologies no acknowledgment for the inconvenience. I have been in the hospitality business (private club) for many years. This lack or communications and procedures would be tolerated. In today’s world procedures during an emergency is not optional

  120. I took the shuttle from LAX to the Marriott to pick up something from a colleague that was staying at the Marriott before heading home. The shuttle driver was quite aggressive. In fact, I travel every week and have never encountered any shuttle driver in my 12 years of traveling that was as mean as this gentleman. I was afraid to ask his name but e drive unit 58 for destination shuttle services. I would be happy to discuss further. Many thanks, marcy Rothman, Marriott Tewards

  121. TownePlace Suites by Marriott Clinton at Joint Base Andrews

    Just wanted to express my displeasure with the above listed Marriott, My family and I were looking to rent two rooms for a few nights while visiting a family member in the hospital. I called and was quoted a rate of $149.00, approximately five minutes later after we arrived at the hotel the person on duty at the front desk stated the rate now was $199.00, and when I informed them I had called and was quoted $149.00 I was then informed that your rates can change at any moment and they were now $199.00. However we were able to find another hotel around the corner for $149.00 and we stayed there. Not sure that is good company policy to quote one quote and I have never heard that rates can change at any moment, if that is your company policy I doubt I will visit any of your hotels in the near future. You customer service at hotel was less than desirable.

  122. Hello, my name is Brittany Fleshman and I am VP of Culture for MorningStar. I absolutely LOVE staying at this specific Marriott. The employees are unbelievably attentive, sincere, and extremely accommodating. I find them consistently going out of their way to say “yes” to any request made. With that being said, I can’t tell you the amount of times guests have had to move seats throughout each meal to avoid the blaring sun in the afternoons and evenings. I happen to overhear an employee say to another employee, “I’ve asked for years for management just to put in some blinds.” I know they weren’t exaggerating because I witnessed the complaints from numerous customers in a very short amount of time. I know it seems silly and small, but installing blinds would be immensely beneficial to not only your staff, but to all your guests as well. If putting in blinds in your restaurant/bar (as small as it is) would make your team and guests happy, I’d do it in a heartbeat! Both groups deserve it. Hope this helps! You guys really do rock! Thanks for all your service.
    Sincerely,
    Brittany Fleshman

  123. I use 80,000 points for 2 rooms itcwas a terrible stay the rooms smelled, there was mold in the bathroom, spider web in the bed room, the internet does not work along with several channels . No service to correct anything when I called front desk several times so they can care less about your issues …

  124. Noting the story of people abandoned at the dock by a boat sent to collect survivors of Hurricane Irma in the Virgin Islands (they would allow only Marriott customers to board the rescue vessel despite more than 200 empty seats,) I have made the decision to never again stay at a Marriott hotel. The decision to abandon these other people on the dock was made by Marriott executives. Disgraceful in a life threatening situation.

  125. To Marriott:
    By refusing to help those people in the Caribbean after hurricane Irma you show how you only care about profit and how little you care about people.
    By refusing to help your fellow man you showed the world exactly where your priorities lie. You and everyone who works for your corporation should be ashamed to even admit you work for such an organization.
    My wife and I travel at least twice a year. Our eldest daughter is constantly flying to events around the country and my youngest daughter and here husband have jobs that require them to travel 6 to 8 times a year. We have all agree never to support your business again. My children are talking to the decision makers at work and urging them to do the same.
    There are consequences when you deliberately abandon your fellow man. You should all be punished and ashamed.

  126. Management:

    My husband and I recently stayed at your hotel while traveling. We were there on Wednesday 9/20/17 for one night in room #204 (king room) the rate was $147.00. Betty and Brett Collins. Our travel plans meant that we had to be able to leave around 6:30-7:00 the next morning – we checked in on Wednesday 9/20 and out on Thursday 9/21. When we woke up Thursday morning we had no water in the room – couldn’t use the toilets or showers – we had a small bottle of water to brush our teeth. Plus the room was supposed to come with breakfast in the morning and that wasn’t doable either.

    Unfortunately your establishment didn’t know when water would be available. We packed our bags since we had to get back on the road. When we checked out the individual at the front was on the phone and stayed on it for a long time extending her arm only to take the key. I was expecting an offer of refund or credit – there was nothing. Therefore since I didn’t have that opportunity at the time since there was no one to discuss the request for a refund before we left I’m requesting that now. I am a loyal member of Marriott and as a matter of fact as we were driving our n the 20th and we realized we were going to need to stop for the night my first thought was I’ll just find a Marriott hotel in Fort Stockton which is the reason we selected your establishment.

    Please issue me a credit to my credit card or give me a free night on future stay to make this right. I’m sending this to your hotel – if I need to contact Marriott instead I can do that too. I know the customer service we received – understanding the water issue may have been out of your control – but the service was within your control and I know not what you should be able to expect from Marriott –

    Betty Collins

  127. My son was visiting a friend at Residence Inn & Suites in Fairfield Alabama. They were asked to leave but he was not allowed to get his belongings . His personal items (including all clothes and legal paperwork) are being held ransom by the manager (his name is Neal) who said that he will relinquish my sons belongings for half of the bill. OK. if he was asked to leave —why wasn’t he allowed to get his clothes and items that were verifiably his???? In addition, the young lady staying there (Katelyn) was made to leave with just the clothes on her back….personal items, clothing, money, etc….all left within the building and they are being held ransom for the remaining bill? This is NOT legal. I am familiar with the tenancy laws. If they abandon t he property —you must hold it for 30 days—-but they were evicted from the room and not allowed to get their items!! I went down their personally and tried to reason with the manager —told him that I would make payment arrangements for the 90 —even though it is not my bill—-but he said at least half must be paid before the items would be relinquished……

  128. My son, daughter, and I recently stayed at the Fairfield Inn and Suites in Brooklyn, NY. I had booked the reservation weeks before. When we arrived at the hotel, we were told the reservation was for a king, and not the 2 doubles as I had booked. They did accommodate us with 2 beds, however, we were given a handicap room in a terrible location (right outside the eating area). The bathroom sink was so small it couldn’t even be called a sink! It was so small and narrow that you could barely use it without water going everywhere. This was a terrible room!! We are Gold Members so stay frequently at Marriott Hotels. This was the worst ever! Will never stay here again.

  129. No one will return my call–It was by far one of the worst customer service experiences I’ve ever had. I’m still waiting for a resolution —and the return of a very expensive pair of shoes that were left in the room

  130. Barbara Sale was most helpful and professional in resolving an issue for me.
    Her help was greatly appreciated. Richard Payne

  131. The only phone number posted on the website listing for the SF Airport Marriott Waterfront hotel is the 866 toll-free #. In order to be able to use a Marriott Rewards number, you have to navigate several levels of automatic phone message to discover that if you want to use the rewards#, you must dial the direct hotel number because the 3rd party handling new reservations through the 866 # cannot handle anything like that. In order to obtain the direct phone number for the SF Airport Marriott Waterfront hotel, I had to call telephone information. I couldn’t find it listed online; it may be there but it is not readily available. My comment is: this is very inconvenient and time-consuming. Please make it easier. Thanks.
    PS Also, I just discovered that individualized messages like this one must be directed to the individual hotel, which means I must go research the email address for the SF Airport Marriott Waterfront hotel in order to express my concerns. More inconvenience and time lost – however, I am sufficiently annoyed to do it.
    PPS No email address listed for the SF Airport Marriott Waterfront hotel, so I am addressing this concern to Marriott Corporate Headquarters.

  132. On Sept.21st our caught on fire and we needed a place to stay. Because we are Platinum members, we wanted to stay in Marriotts. We spent the first night in a Residence Inn in TysonsCorner, Va. which was clean and welcoming. We then moved to the Courtyard Inn on Chain Bridge Rd in Tysons for a few nights. When the staff heard we had been burned out of our home, they sent us a card and a lovely tray of fruit and scones. It was beyond thoughtful and I wish I had gotten the name of the person who arranged that! Again, our room was clean and staff very friendly and welcoming. We had a further delay in getting back in to our house and stayed at the DunnLoring/Merrifield Courtyard Inn on Gallows road. Again, the staff was great, welcoming and cheerful. Kudos to the staff members of these places. They made a difficult time a bit more bearable

  133. Hi my name Reina Trafford, residence in Orange City. I’m filing a complaint she work in the front desk. She cancel our reservation and call cops on us because she inpatients and our friend who make the reservation on his way and waiting for him and yeah I know its takes him longer but he did came but she cancel it because she doesn’t like us and we didn’t do any scene or noise or that we arevloud She let my daughter know that loitering the place because my 2 grand daughters was yeah kids are kids she told to my daughter she’s gonna call the cops and cancelling our reservation so just like that I want my lawyer to check the cameras if we loetering and making scene and if we making noise.
    Where’s the gratitude and hospitality
    I’m mad the way she treated us this is a RACIAL and DISCRAMATION and where’s the human rights. Motel 6 they are more welcoming their customers. But the Marriott in Irvine we are not welcome. Here’s the address

    Here name is Michele

  134. My husband and I had a one-night stay at the Fairfield Inns by Marriott, Medford NY, on Veteran’s Day, 11/11/2017 with an early check in.

    When we went to check in at the front desk, which was approximately 12 Noon, the clerk told us there were no rooms available at that time. My husband (an Army Veteran) then asked if they had any complimentary discounts for Veterans. The Clerk abruptly replied, “No!”

    So while we waited in the Lobby for our room to be ready, other guests were checking in. These said guests were given their room key immediately while we had to wait for ours. What was that all about? Why were these others guests treated differently from us and why doesn’t Marriott Hotels recognize our United States VETERANS!!!! You can be rest assured that I, as a US Veteran, will not recommend your hotel to any of our Veterans!!!!

  135. False advertising!!!!!!!!!! Fairfield Marriott in Clermont Florida would not honor your best rate guarantee. Front desk insisted they had no authority to even match a price saying that it was a third party price they could not honor. Told me to go outside and book it myself through hotels. com. I have been a Marriot Rewards customer and had just stayed 4 days. Your rates fluctuated over those days by almost $50 a night! Unacceptable customer service when I called 800 number too

  136. The General Manager at the SpringHill Suites in Jacksonville FL, Bradley Lombardo, sent me an email requesting that, if I could not give his hotel a 9 or higher, please contact him so he could address the issue promptly. The following is my response to his email.

    Thank you for getting back with me. As I shared with your front desk clerk, JC, after we checked in to the room, we discovered a wet washcloth and open bar of soap hanging on the safety bar of the shower. The room was a handicap room. We called the front desk and informed the clerk who promptly came down with another washcloth and soap and removed the used items. I realized later that she must have thought someone came in and used the shower after it was cleaned. I don’t think it was cleaned in the first place, because we weren’t missing a wash cloth and soap. In any case, the shower was dirty.

    The next morning, when my husband got in the shower, the showerhead fell off the hose. He called the front desk and offered to put a nozzle from another shower on ours, but JC told him to go across the hall to use that shower. My husband then got dressed again and took his toiletries across the hall to shower, then got dressed again to come back to our room
    .
    When we went downstairs for breakfast, I told JC that this was unacceptable for a hotel of this caliber. I explained that I wanted the charge backed off my Visa I told him that we would eat breakfast and then come back to the front desk for my checkout receipt. He nodded in agreement. When we finished breakfast and I went back to the front desk and asked for my receipt, he asked me if I was checking out right then. I told him no, that we would need to finish getting dressed and then check out. He said “Well” and looked as if I understood that. I said “So when we check out, you’ll have my receipt ready with the charge backed off,” and he again nodded once as he made sure no one else could hear us.

    When we checked out, I asked for my receipt and he said it was emailed to me. I asked if he backed the charge off and he asked me if I got the email. He has JUST checked me out. No, I would not have seen the email yet. So I asked again if he had backed the charge off my card and he looked at me with a smirk and said, “Just because of a dirty shower? I can’t do that.” I asked who could. He said his GM could, but was on a trip and wouldn’t be back until Tuesday. I asked if you would then back the charge off my credit card and he replied that you would look into it. I asked him if I was just supposed to leave with this on my card and wait for you to contact me and he said yes.

    Please note that the whole time I was speaking to JC about backing off the charge, he had never indicated that HE was unable to handle this issue. It wasn’t until I checked out that he told me he did not have the authority to do anything. I think that was purposefully deceitful. And a shame if that is Marriott’s policy.

    I could go on, but hopefully I’ve given you enough information for you to handle this in a satisfactory manner. If you wish to discuss this further, feel free to email me.

    Donna Weeks

    PS. Your refrigerator doesn’t work either. The food we put in it was spoiled the next morning.

    Mr Lombardo’s email response to the issue:

    Thank you for choosing to stay at the SpringHill Suites Jacksonville and providing your honest feedback on the Guest Satisfaction Survey.

    Providing the highest level of hospitality is our number one priority and we sincerely apologize for falling short of meeting your expectations. As a teachable moment, we have shared your feedback with the appropriate hotel team to ensure the necessary guidelines are in place to prevent these issues from occurring in the future.

    Once again, thank you for your valued feedback and we hope to serve you again whenever your travels bring you back to Jacksonville.

    FAT CHANCE. What a shame Marriott has chosen this manager to be the face of its Jacksonville SpringHill. I asked for the charge to be backed off my Visa. Both the desk clerk and the GM have refused. Hilton Hotels has the policy that if you are not satisfied with your stay, it’s free. I’ve never had to use that policy with Hilton, but it’s certainly nice to know they care.

  137. My daughter, 2 small granddaughters and I stayed at one of your hotels last weekend. The Residence Inn/Plantation, FL. When we checked in, they upgraded us to a larger suite, it was very nice and appeared clean. All was well until we went to bed and the room was infested with fleas. They were covering our legs when we walked across the carpet. I reported it to the front desk and, though the woman was nice, didn’t seem surprised or apologetic. I wanted them to treat the room prior to renting it out again, but didn’t seem to get the feeling they were all that concerned. I wanted to let you know through private channels and not publish a negative review in case it was not previously known and out of their control. My daughter has flea bites covering both ankles and legs as she appeared to have gotten the worst of it. Please be sure they take care of this as it kept us up most of the night making sure the kids were not affected. Thank you.

  138. Hotel Telegraaf,Tallinn, Estonia, I believe it belong to Marriott group, one of the best hotel in Tallinn.Hotel staff helped me book the taxi to go to the Port, and taxi driver didn’t even asked me where to go, in the end drop me off to the wrong terminal in order for me missed my boat and have to buy another three tickets! After only one email from the hotel manager Anton Jolkin said he apologised for this and will followed this issue up with the taxi company, come on! It is not only the false of the taxi driver, I make the order from hotel staff, so if the hotel handle it careful that would not happen at all! After I reply the email back to the hotel manger three times there are no reply at all! Very bad customer services, I could not believe that is happens in Marriott group 5star
    Hotel!

  139. Our family had 2 rooms reserved at the Fairfield Inn & Suites on Showcase Blvd in Memphis, TN. My daughter, who is employed by a franchised SpringHill Suites by Marriott made the reservations over 2 months in advance under her associate discount. She received an email at 11:30 PM stating that they could not accommodate our reservations because they had a large party that arrived before us. Our rooms were guaranteed and we called the property 2 times on our drive to Memphis stating we would be late arrivals. This was a trip for our 2 daughter’s graduation and we needed 2 rooms as they were 7 people in our group. Obviously, the one room would not work for us so they transferred our rooms to a sister property that is not a Marriott hotel. They sent us to a Sleep Inn & Suites by Choice that had supposedly just undergone a refresh. It was obvious that the refresh was not completed. Paint all over the floor in our room, non-smoking room smelled of smoke and we have asthmatics in the family and some severe allergic rhinitis when exposed to smoke specifically. Needless this Marriott hotel did not take care of their fellow Marriott associates. I am well aware of the Marriott policy of paying for a walked guests rooms. However, this did not happen either.

  140. Waikiki: Rooms advertised as “Premium, Ocean Front, Magnificent” views actually directly face the side of another Marriott building. The only way to see any section of Ocean is to sit on the edge of the balcony and look off to the far left. Garage elevators broken, garage full for $40 a day. Horrible experience.

    The only thing worse than being ripped off by Marriott on accommodations is not being able to get anyone at customer service to answer the phone. No surprise at all that the Customer Complaint line is swamped and has a half hour wait.

  141. I stayed at Moxy Osaka on 22-24 Mar 2018. I booked through Agoda and prepaid for 2 nights.
    I check in at 9pm on 22 Mar. Upon check in, the front desk staff Mr. Wu said that the room type I booked was not available as the room still in dirty status as their hskp staff already off duty. So they need to down grade me and do the room change on the other day. I cannot accept it as I should get what I original booked. I mentioned to them very clear upon check in the reason I moved to Moxy as I got a very bad experience in another hotel. I expect I have a better one here as this is Marriott group. After further discussion with Mr Wu, he promised me that will refund the first night by cash for me as a compensation. And room change to the original room on 23Mar which I booked.
    On 23Mar, I double confirm the refund payment with the front desk incharge (a gentleman), he said that they cannot refund for me and only can get some coupons of complementary drinks and foods. I rejected. The Operation Manager Mr Katsura Haruna greeted me and strongly said Mr Wu didn’t promise me the payment refund. What I want to say is…. I didn’t lie on it, a promise is a promise, and this is Marriott. Mr Wu did promise me. And the point is….Moxy Osaka really did the mistake upon my check in, and I really can’t get the room which I original booked. You should OOO that room if that room is not available. It’s count as over sell you know! And you guys put the mistake on your customer. Why!? Mr Haruna even ask me why I should get a comp room. Hey, pls make it clear, I just ask the the compensation which I should have and you guys promised. You guys made the MISTAKE!!!

  142. We stayed with Marriott St Louis West Hotel, in Missouri: Fri. 3/23/18 and Sat. 3/24/18. The Service was BAD and we have a number of complaints that should be brought to your attention. The Hotel is going down hill, we were disappointed as were other customers. Here are some of the problems we experienced that were not acceptable:
    1. Charging us more than Double, to stay on a Sunday Night. eg. Fri & Sat are $100 and Sunday $225. (We went elsewhere – Drury Hotel: $115, includes Breakfast and Happy Hour).
    2. Charging Guests for the Concierge Room $12 a person. (The bar and grill, is cheaper)… CRAZY.
    3. My Room – Cabinet is Broken, Mirror is Scratched, Hair Dryer is broken ( I left with wet hair, in 40F Weather)… Great Hotel Service, right? Bed was dirty, had beer tabs from the previous customer and trash was not dumped. ( No discounts on my room, for these Delightful privileges). (The last time we stayed there, we had someone’s Toe Nail Clippings on our Floor)…
    I thought You’d like to know. This WAS… our Favorite Hotel… Same with the other customers – but not any more… it really is going down hill… bad Customer Service, Dirty Facilities.
    4. The Bar and Grill – DIRTY… Fruit Flies (because the bar needs to be cleaned). There have been Fruit Flies at that bar: March 2018, Feb. 2018, Dec. 2017, Sept. 2017. (**The First Time it was Fall – we thought Warm Weather, that is why there were bugs…)… BUT NO! There were 3 Fruit Flies Swarming on us, and another table Sat. 3/24/18, at Dinner! Pretty Gross….(That is spilled beer, spilled liquor, dirty dishes, and the fruit for drinks… none of that is being cleaned, so the bar now has Fruit Flies…. Next will be Roaches, if they don’t already have them….Roaches will be crawling on the bar… seen that too, at another Marriott.

  143. Hello I’m staying at the Marriott at Nai Yang Beack in Phuket. It’s a nice hotel
    and I’m a loyal Marriott customer but I’m
    in a wheel chair and have ALS. I’m so disappointed that thehotel is’nt handicap
    friendly like what I expect from Marriott. Like I said I’m loyal and is the reason we always stay at a Marriott. You may have lost a valued customer. I’d be willing to
    help with the changes. We emailed and phoned to make sure the place worked for us. In which when we arrived it didn’t.
    We had to switch rooms and of course the resort is not wheel chair friendly. The
    restroom in the resort are not assecible.
    This problem needs to be confronted & ultimately fixed. My holidays are ruined.
    I travel the world talking about ALS and
    it’s many challenges. This is one more. I
    don’t expect this from Marriott. Thanks.

  144. Subject Springhill Suites Savannah (downtown) GA: Made reservations in mid-February for April 2-6. Re- confirmed with front desk the morning of April 2. Was told yes, had room for 4 nights with king size bed. When arrived latter that evening was told hotel was overbooked and there was no room for us. So much for making reservations six weeks ahead and their “Guarantee Policy” (not worth the paper it’s writnen on). Their remedy was to send us to a crappy WoodSpring Suites in Gardens City (Garbage City would be more accurate) consistent w/ the $68/nite Springhill was paying WoodSpringy to put us up, compared to the $200/nite w/tax I was paying Springhill.

  145. Terrible. My issue is still not resolved. No one answers the phones except at the reservation desk. No service after the sale. I was on hold for four or five reps for at least three hours. This is crazy!
    I was told that in order to unlock my acct., I needed to send a copy of my driver’s license to memberupdates@marriott .com. I did that and there is no such email address. What is the address for member updates? I don’t want to spend another afternoon on hold for Marriott rewards. Help!

  146. WORST TUB FLOOR SHAPE EVER!
    We stayed at the Fairfld Inn Louisville South, and they have the worst tub floor shape ever! It’s rounded from the sides to the middle of the floor. They must have been designed for cleaning purposes rather than customer use.

    The tub floor is so bad, I’m sure there have been numerous customer lawsuits against Marriott. I think it’d be cheaper to replace all tubs instead of settling tub-fall-injury law suits.

    RECOMMENDATION:
    Replace all tubs with flat floors.

  147. In Cancun and stayed at Marriott Cancun for 2 days and had a lovely time and then came over to Ritz Carlton for a 6 day stay and I regret with everything I am leaving the Marriott Cancun and coming over here to the Ritz. I know Marriott owns both but the customer service is lacking substantially. We are gold and on verge of platinum members and you would think that would be taken into account.

  148. I am a long-time loyal Marriott customer and after my experience trying to simply book a week-end get-away, I have been disrespected, hung-up on, and spend the last hour trying to book a reservation. Your systems are not working. I cannot update my credit card or add a different credit card without speaking to an associate. When I call to speak with an associate, I am told an associate cannot update a credit card. Everything your property owners have done to make sure I am treated by the GOLDEN RULE has been erased by your corporate incompetence. Very disappointed and very frustrated.

  149. I am currently a guest at the Triada Palm Springs location. We are staying 9 nights here. Tonight we got to the hotel at 2:20am, not by choice. We assisted two helpless people to the Beaumont hotel from Hunters night club. They were beat up and delirious. Me and my partner, husband now helped them to their hotel because no uber or lyft would take them. I hurt my leg badly and my husband hurt his arm. I call it pay it forward. They were completed strangers who needed help. She we get to put hotel finally and we brush our teeth and we are almost to bed when the front desk calls us and says we woke the downstairs people up. I need a phone call From Marriott asap as this is so stupid. I’m so pissed. This hotel is only 15% booked. Why in the hell do you put customers so close together, and what kind of hotel is this? Is this a cheap nasty hotel? That you can here us? All we did was go to our room,brush our teeth and went to lay down. The front desk calls me and says we are to loud!!! Are you all stupid??? I am filling a formal complaint with Marriott and it’s subsaridies. We are professionals who work for the Government. I’m so mad I can’t sleep. Your hotel is awful. Move the my room or don’t put people under us who have issues with sleep. We are paying so much money here and we are treated awful. I will not allow you or Marriott to ruin my vacation because you were neblegant and putting people under me. It’s so embarrassing and hostile of you. Fix this now. This is not acceptable. I’m on my honeymoon, I asked for a upgrade and I was told at check in that you gave the rooms away to others. I even e mailed and asked. Worst stay ever, Our shower needs draino I told you guys 3 times but nothing and you can’t even fix it. In addition we have killed 4 cockroaches. It’s so nasty. I’m done with this ghetto crap. I have the pictures to prove this. My trip is ruined. I’ll never ever use Marriott again.

  150. I did two reservations, one with Courtyard Springfield, Virginia USA under reservation confirmation # 80900649, and the second one with Courtyard Marriott, Toronto Canada under reservation # 75120654.
    Due to change of my travel plan, I tried to cancel the reservations several times. But failed to cancel online. Please communicate to the concerned office so as to assist cancelling both and let me know the cancellation confirmation.
    With regards;
    Techalew Negash Yirgu

  151. received poor service from the Marriott in Foster City on the week of July 4th. Dan Brown answered my question and really didn’t solve my concern. The room was fine with the exception of forcing you to reuse your towels and the sheets not being changed out daily! The employee helping in the dining area for breakfast was extremely rude and has not service skills. I also arrived late after the next day and at 3am and still was charged a full day even though the hotel was about 60% capacity!

  152. I stayed at the Gaylord Opryland Resort in Nashville for a work conference and stayed one extra day for some personal time. The first two night were to be charged to my employer and the third night on my personal credit card. There were discrepancies with billing on both my employers card and my card – totaling hundreds of dollars, including being charged for valet parking ($38 per day) when I did not even have a vehicle, double charged for resort fee, and food and beverages charged to my personal credit card 3 days after I left the resort which I did not authorize. I believe someone at Marriot has now stolen my credit card. I was on the phone for 93 minutes today with a customer service agent trying to sort this out and was told it will be 5 to 7 days until it can be resolved. I have lost all trust in Marriot and would not stay at this resort as I believe they have thief’s working there.

  153. We just returned from a two night stay at the Marriott Grand Hotel in Point Clear, Ala. We booked our reservation a few weeks ahead and specifically requested and were granted a room in the original section just off the lobby. We have stayed there many times in the past. We actually honeymooned there and this stay was in celebration of our 35 year anniversary. Upon arrival we were told no room in that section was available. Ultimately we were told the contractor hadn’t turned over as many rooms as expected or some such thing. We took the room offered, but were disappointed we couldn’t stay where we wanted and had honeymooned, particularly after having received a confirmation of availability. As Silver Award holders we expected something more. We have never complained before about our Marriott experiences over the many years we have stayed at Marriott facilities. Finally in passing we have two more comments specifically about the changes we found to the Grand. The modernization of the lobby stripped the hotel of its former grandeur. The chairs in the former Bird Cage now Bucky’s lounge were so short as to be unusable. The pool area with it’s private cabana stalls reminded us of Miami and not in a good way.

  154. To Marriott:
    Hi ,I forget my passward this year and when i finlly set down my passward.
    it is not fair that there is no reminder and only sent me the advertisement
    email. My marriott award points expired. This really not a good experience to me.

  155. I have been trying for 3 Days to book reservations on line with no luck. On 8-10-18 I was on the phone with your customer service for 1 1/2 hours. Which I think is not good customer service.
    My account is 011126281, it said that my account was under Audit, once this was straighter out they told me I would be able to do my reservations on line. Unfortunately the problem still exist. I called again this morning and was told to try later today.
    On Saturday when I talked with one of your associates and I told them I maybe should just look for another Hotel chain she suggested that I might want to do that?
    I own a business and would hope no employee of mine would ever suggest that. I have been a member for several years and spend 70-100 plus nigh5s a year. Maybe I should just find another Hotel chain.

    Anthony Roberto upset CUSTOMER

  156. Worst customer service I have ever experienced! Waited on hold multiple times, transferred multiple times and never did get to the right person or have the simple problem resolved, sad.

  157. This was the worst service I have ever experienced at the Courtyard at Marriott in New Orleans. I asked for more towels and 5 days later thay came. The iron was completely covered with a substance that got on my white shirt while using it, I asked for another iron that never came. The shower drained so slow you would be standing in the shower water up to your ankles. When I informed the desk clerk she stated we have a drainage problem. I know this is not the norm but I almost thought I was at a motel six

  158. My Account number isL
    287007368
    Previous number: 45181573418
    Previous number: 45181573418

    I have recently merged my Marriott account and SPG account as suggested by an email received. However, my main page was made into the SPG account instead of the Marriott page that I am familiar.

    I called your helpdesk to ask for help in changing my main page to Marriott. After being on hold for more than 30 minutes, the customer service personnel was not helpful at all and keeps on interrupting me mid sentences. He then terminated the call when I ask to speak with his supervisor with conversation lasting less than 2 minutes after all that wait.

    I am still requesting that my main page go back to Marriott instead of SPG. I understand that are confusions with transitions but I am hoping you will have better customer service during this transition,

  159. I refer to the invoice N 6424 of 11-09-18 to complain about the reception at your facility. I state that I have 6 children and a very large car being approved for 8 seats. When I arrived at the hotel I had to go to the reception to ask for help to unload the baggage. Since my car exceeds 2.05 meters in height I could not park it in your underground car park. Although there are large open spaces I was told that in those spaces I could not park. So I had to park my car elsewhere with relative discomfort. The day of the check-out I arrived at the hotel with my car and the only useful space to stop and load the baggage was occupied and none of your staff was present, rather I entered the reception and the belt boy told me that I could not stop. Then came the security guy with whom I got angry, and finally made clear the only useful space that was busy to stop my car. If I decide to stay in a hotel of your category I do it to be well served and respected. Next time I’ll go to an airbnb. What’s the point of having a hotel where the belt boy is inside the structure?
    The belt boy must always stay outside and open the door to arriving clients. This is the ABC of education. In addition, the space to park the cars outdoors must be used. The problems of security are resolved with security officers.
    At the front desk there were at least three cashiers who turned their thumbs, but no one outside to greet customers. Perhaps you need a useful director to make sure that everything works. I hope you want to welcome these my precious suggestions!

  160. Marriott reservation centers by far are the WORSE hotel chain in they system. When you call 800-228-9290 the automated system is HORRIBLE. you are put on hold for long periods If you actaully get a live person that person rarely is able to assist in a timely manner. I have had more mistake made by a Marriott reservation agent than any hotel chain. Best policy is to avoid booking Marriott brands

  161. Marriott hotel reservation center 800-228-9290 Worse reservation center Best policy is to avoid having to call them. They have long hold times, difficult to get a live agent and when you do the agent typically takes a long time to find the hotel you are needing and you have to repeat your request multiple times and hope that they make the reservation correctly. it is a 50/50 chance that they might get it right. most of the time there is some type of error. Best to avoid booking any Marriott brand.

  162. I have been a Marriott Rewards member for over 30 years. I am currently experiencing problems getting into my Marriott account. No matter what Ido, it signs me into my Starwood account instead. This has been a problem for over a month. On Sept 19 I called the Marriott Rewards Customer Service line. I was on hold for over 30 minutes and then was disconnected. I called back and was on hold again for another 30 minutes before the call was answered. The person I spoke with could not help e and said they were expereinceing some problems with the merger of the programs and to try again in a day or 2. I tried again today and am still having the same problem. I am now on hold again for Marriott Rewards Customer Service . I have been on hold for almost 15 minutes. This isi ridiculous. I have never had such poor service from Marriott in all the years I have done business with you I. I would like to make some plans for a stay late in October, but cannot do so because I can’t get into my account. I also cannot use my app to check in as the app also redirects me tothe Starwood account. I have tried changing only my Marriott Rewards password, but that does not help. PLEASE tell me who to call or have someone call me to fix this. There is NO EXCUSE for this and I cannot fix it myself. I am pretty unhappy and angry about this.

  163. We stayed at the Residence Inn by Marriott at the Roanoke (VA) airport. We stayed there after a mandatory evacuation from our home in Southport, NC. We took our pets with us and this hotel allowed them. There was a $100 fee for the pets. We didn’t think much of it until we left and went to another hotel. They too had a pet fee, although theirs was only $25. When they learned we were evacuees, they said the pet fee was waived. They informed us that all hotels in VA were waiving the fee. I called Marriott to inquire about this and was told that the Roanoke Airport Residence Inn was not participating. We had other friends who stayed in other hotels with their pets and were fortunate to have the fee waived as well. I would think that Marriott would want a consistent policy for all of its hotels. Before I write my review of this hotel and what I think of Marriott, I thought I would provide another opportunity for you to make this right. It was a stressful enough time and the pet fee waiver by the other hotel we stayed in, the Candlewood in Richmond, was much appreciated. Thank you for your time. I look forward to your response. (folio number 88224)

  164. Hello,
    We stayed at the Marriott AC Hotel in Montreal, 250 René-Lévesque Boulevard West. I wish to inform Marriott how wonderful it was to stay at the Marriott AC. Daniel at the front desk was excellent and also Frederic at the front lobby was superb and was so accommodating and helpful. We informed our family and friends about such an amazing staff and the hotel was well kept, clean, the beds were great with new clean comforters. During the night, you could not even hear a pin drop that’s how silent it was. Excellent Service!

    The parking is tight and not well thought of. It’s difficult to get into the parking garage.
    Carmela

  165. Sadly SPG customer service doesn’t seem to carry over to Marriott. I’m a frequent business traveler, Platinum Elite, and periodically I don’t get an emailed copy of my invoice for expense reporting. In the good old days of SPG I would place a 2 minute call to the hotel, and I would have my copy and be on my way. So far I’ve been holding/talking to the representative (who happens to be a supervisor) for 1 hour and 3 minutes and we aren’t done yet. I can only wonder what this would be like if I wasn’t with a supervisor. I think now is a good time to move to Hyatt. Bye-Bye SPG – it’s been a great 20+ years.

  166. I’m on the federal do not call list. I receive repeated robo calls from Marriott. I’ve been on hold now for 35 minutes trying to get a Marriott customer service supervisor to address this issue. I’ve never stayed at a Marriott, and, based upon this criminal behavior on their part, I most certainly never will.

  167. We are staying at Fairfield Inn and Suites in Huntington WV tonight. The pool is warm but the room the pool is on is very cold. When asked about turning heat on the excuse was the only person who can do this is maintenance and they are not here. Nice my itel but the fire pit is not even on. Didn’t pay $200 for no service and no maintenance.

  168. We had to check out of the Playa Largo Resort Autograph Collection, Key Largo, Fl Saturday night at 10:23pm because of the noise of the loud music and management said they couldn’t move us because the hotel was full. At 9pm I told the front desk the music in the ballroom below our room 1223 is too loud and we cannot sleep. The floor in the room was vibrating it was that loud. I suggested they come to the room to see and hear for themselves which they did not. A manager named Patrick said the party will end at 1am and they can give us ear plugs and he would waive the $39 resort fee. This is totally unacceptable I book their hotel, I drive four hours to it and then find i cannot sleep until after 1am when a loud wedding party ends. What an awful way to end a day. He also says because I booked a discounted rate that’s the type of room they put their guests in. It should come with a disclaimer that says this room is over the ballroom and will be loud and don’t plan to sleep until after 1am. I told him we would have to check out and look for a hotel where we could actually sleep. He refused to refund our money. I am so shocked and disappointed at how we were treated by Marriott

  169. Hi There

    I was talking to a gentleman yesterday to organise a pick up from the airport on Thursday 14 march 2019.

    I am not sure if I gave him the correct time. It is Precision Air Flight PW725 which arrives at 19.20. I think I gave him the departure time from Kilamanjaro Airport.

    Thanks heaps and I am so looking forward to seeing your wonderful country.

    Cheers
    Rhonda Rasmussen

  170. Hi There

    Sorry if this is the incorrect contact but I was talking to a gentleman yesterday to organise a pick up from the airport on Thursday 14 march 2019.

    I am not sure if I gave him the correct time. It is Precision Air Flight PW725 which arrives at 19.20. I think I gave him the departure time from Kilamanjaro Airport.

    Thanks heaps and I am so looking forward to seeing your wonderful country.

    Cheers
    Rhonda Rasmussen

  171. Confirmation Number 98956956 is a cancellation received July 28th, a day after
    I made a reservation, July 27th.
    Received the cancellation but still charged for the room and no one in your company is using common sense to resolve. Why, I actually cancelled and extended at the same hotel for the same weekend, could not extend online so I cancelled to extend the stay.

  172. we have had a very pleasant stay at Marriott Kolkata recently. All the employees were courteous and professional. Mr. Loumodip Khara in the restaurant on the ground floor stood out particularly. He was extremely knowledgeable and helpful. We could see the pride on his smiling face to be on the prestigious Marriott team. He is a motivated and dedicated employee who makes Marriott guests feel at home when traveling to Kolkata. Our best to all the employees at Marriott Kolkata, and promising growth at Marriott for the young Khara.

  173. My wife and I stayed at the Sea World Fairfield Inn in Orlando this past weekend. We experienced too many little problems, and one bigger issue. No shampoo was in the room. Outside hotel doors were propped open all night, some by workers. The bathroom light buzzed, and the HVAC was even louder. The TV remote had no numbers to do directly to a channel, and its volume control went up and down in large steps (2-4-8-16) — we may have annoyed neighbors to set the volume loud enough for us to hear. The price of bottled water in the room refrigerator was ridiculously expensive.

    Worst of all, we went out to dinner while it was light outside and returned after dark, but couldn’t find the Inn. We drove back and forth on International Drive for more than 45 minutes. The issue really is that the only hotel papers we had with us — our room passes and their envelope, and our hotel parking pass — contained neither the HOTEL’S PHONE NUMBER NOR ITS ADDRESS. Searching on my wife’s smart phone provided a list of Fairfield Inn properties in and around Orlando, and we decided to keep hunting before calling all the Inns on the list. We only knew that our Inn was on International Drive, but the list on the website did not show addresses. We finally realized that the lighting on the roller coasters at Sea World were cut back after dark, so it looked entirely different than when we arrived in Orlando. That realization finally led us back to the right Fairfield Inn. Our suggestion is to print either the address or the phone number on either the room pass, room pass envelope, or the parking pass, or give out a business card at check-in.

    Otherwise the room was nice, breakfast was even better, staff was polite, and amenities okay.

  174. I had a terrible stay at the HomePlace Suites in Dickinson, ND. I reported it to Marriott Customer Service, and got an automated email with a Case Number. Have NOT gotten any other response. Inquired again using the form on the website, but it is NON FUNCTIONAL and keeps asking for non-existent numbers.

    I have come to the conclusion that Marriott has NO INTEREST in customer service and prefers to ignore all problems and complaints.

  175. We recently stayed at the Toronto Airport Marriot for a hockey tournament (11/1-11/4). I want to take the time to let you know that you have a very special employee at that hotel that made the stay for our kids and parents truly remarkable. Sharon Gidden works as a waitress in the hotel restaurant, and she made our stay great. She somehow was able to learn (on day one!) the names of all 19 of our players and sibling (6-10 year olds), as well as the names of our parents, and which kids belonged to whom. Since our kids were a continually moving target, this is amazing. Sharon kept our kids fed whenever we were in the hotel, and kept a drink in our hands whenever we were there after our daily games. She offered the ice cream after a tough loss on our second night. She arranged a conference room for our kids to play in one night so the parents could relax a bit in the lounge. She even came running out of the hotel one morning to catch us in the parking lot to tell our kids to “go kick some Canadian butt” in the game we were heading to. I think all 13 families ate every meal in the hotel restaurant because of Sharon’s amazing service and friendliness.

    I’m sure you mostly get complaints on these customer service forms, but thought Sharon did such a great job that it should be pointed out to you here.

  176. I would like to send an email and a response back to one of your sales managers about an upcoming reservation. I could not find an email to corporate to add you to the email but you can see the email from your employee and the response back I have given. Due to that email we canceled 12 reservations and will no longer stay at this location:

    Mary, I actually find the below email sent by you to be a little much and uncomfortable. I traveled all last year with our basketball organization and never at any of the hotels we stayed at had reminders like the below for occupancy. checks and Id checks. We knew what we had to bring and the number per room that could be in them.

    We had every plan to comply with the room occupancy plan as laid out below which is why I had to move to the 2 bedrooms vs the studio suites. I had multiple parents book on their own to keep their own child for our big game Sunday.

    I don’t know of any hotel that sends these types of emails reminding what ID’s to bring etc, sending notices of housekeeping doing occupancy checks.

    I am saddened by this and feel that we are not really welcomed there so we will be moving to another hotel. I have canceled all of my reservations and requested my parents do the same. Do you do this with all of your groups, teams or individuals that stay with you? None of the hotels that we have reserved with in the past as a group or as an individual has presented us with anything like the below. We are quite capable of reading and abiding by the terms of the contract. I find It unacceptable that you felt compelled to single out our team.

    The sad part of this is the Residence is always my first choice stay for hotels but I find this very unprofessional and discriminating.

    Thank you

    Michelle Proctor

    Sent from Mail for Windows 10

    From: Mcculloch, Mary (F)
    Sent: Thursday, November 15, 2018 1:06 PM
    To: MSHELY02@HOTMAIL.COM
    Cc: Sanders, Aaron; Marcy Ervick
    Subject: upcoming reservations

    Good Afternoon Ms. Proctor,

    We noticed that you are canceling a lot of rooms. I’m so sorry to hear that.

    However, we are happy to see that you have 3 rooms still reserved with us. We have 2 two bedrooms and one executive one bedroom.

    The executive one bedroom is booked at a government rate. Please be sure to bring your government ID with you at check in to guarantee this rate. To achieve government rate for multiple rooms we will need one unique ID per room reservation.

    This is also a friendly reminder that only 6 people or less are allowed in each of our 2 bedroom suites. For your safety, we will need to check the occupants of the room upon arrival and during housekeeping checks. The LEGAL maximum capacity (per Fire Ordinance) is 4 Persons or less in the Studio, One Bedroom and One Bedroom Executive. And as I stated, 6 persons or less in the Two Bedroom.

    Please let us know if you have any questions or need anything further from us. We are happy to help!

    Mary P. McCulloch
    Director of Sales
    Residence Inn by Marriott – O’Fallon, MO
    Direct Line: 636-696-4640
    Office: 636-300-3535 ext: 606
    Cell: 636-346-1883
    mary.mcculloch@marriott.com

  177. I have a group in The Sanya Edition. When I ask them to remove all drinks from mini bar,they told me that will be charge 50rmb per room as service fee.
    Do you feel that’s reasonable?
    If I remember correctly, room service fee already inclusive room rate.
    I need an official reply

  178. Here is Dan LIU (Premier Platinum Member: 434445342) I wanna complain about poor service and hardware of Nanning Marriott hotel) I stayed in Nanning Marriott hotel from Dec.29th to Dec.30th. And the experience I have undergone is not the same with Marriott standard. 1) Room arrangement is so bad. Details: I wrote a message about my flight, check-in time and requirements on App and staff replied OK. Then one day before my arrival, staff telephoned me and didn’t know my needs. I told staff again. When I arrived the hotel, the room arrangement is still wrong. Staff didn’t check my preference from App. 2) welcome Details: Staff didn’t know the procedure of welcome. No greeting to member and not know which room card belongs to member. 3) Lounge attitude is so bad, especially Halena. Please help me to forward this mail to top management although GM, Vice GM and sales director of this hotel resigned. But I also think this is a hotel branded Marriott. Hope the service of this hotel can match its entitle. Thanks!

  179. Hello Marriott,
    For the past year and a half my wife and I have had numerous occasions to stay at the Marriott in Augusta Georgia and have had nothing but pleasant service and experiences. In particular, the manager of the restaurant (Alberto) has become an actual friend who hugs us on our return and makes sure we have everything we need. He is a genuinely kind man as is the chef who runs the breakfast buffet. He too greets us warmly and shares stories with us about his family and let’s not forget the wait staff either. They also remember us including which wine we like and that my wife likes hot tea instead of coffee at breakfast.

    The collective warmth and caring shown by these folks has helped us through many visits far away from our home in Boston including one stay for a funeral and we thought they deserved praise and recognition for their warmth and caring.

    Sincerely,
    David and Leigh Joseph
    20 Moody Lane
    West Newbury, MA 01985

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