Marriott Hotels and Resorts Customer Service Issues

I stayed at the Gaylord Resort in Maryland (Washington, DC) for the ACRP conference from April 27th to May 1st, [redacted]. I have some feedback to share: • The noise coming from my window woke me up several times a day, wondering if other guests experienced the same. • The food at the Market kiosk was subpar, leaving guests with limited dining options. • Room service options were lacking, making it difficult for guests who couldn't go out. • The customer service at the front desk and the "Consider it Done" service was disappointing with a financial issue, being passed around with limited solutions provided. Despite the issues, Michael in Finance was a bright spot, providing excellent assistance. Overall, the Gaylord's high standards were not met. Sincerely, MC [redacted]

Subject: Commendation for Debbie Galanti at the Marriott To Whom It May Concern, I am writing to express my gratitude for the exceptional service provided by Debbie Galanti at the Marriott on Crawford Ave in West Conshohocken, PA on April 28th. Despite the busy check-in process, Debbie went above and beyond to ensure that my daughter's family and I could have rooms close to each other. Her pleasant demeanor and thoughtful assistance made a significant difference in our stay, and I believe she deserves recognition for her outstanding customer service. Debbie's kindness and professionalism truly enhanced our experience at the Marriott. Thank you for having such a dedicated and wonderful employee. Sincerely, Louise Witonsky

During our recent stay at the Marriott Residence Inn in Spokane Valley, WA, USA, we encountered a significant issue with the bed in our room. It was extremely firm, resembling a foundation or box spring rather than a mattress. Despite sharing our concern with the front desk, all they offered was [redacted] points. The bed was so uncomfortable that we had to improvise by using sofa cushions to try and get some sleep. This experience was by far the worst night's rest we have ever endured. We believe that we deserve either a full refund of our charges or, alternatively, to keep the [redacted] points as compensation and receive a complimentary night's stay at a Marriott property of our choice. Best regards, Paul and Marla Mousseau [redacted] Traufer Ave. Helena, MT [redacted] Phone: [redacted] or [redacted]

Good Afternoon, I am hoping all is well. I attempted to reach your customer service for information about my application for the UK Voyage Program in Room Operations (Job Number 180035F5). After 28 minutes on hold, I was unable to receive an update on my job application or my abroad allowance. I reached out to Customer Service as I couldn't contact HR directly. I applied in November [redacted] and have not heard back after my video interview, personality test, and expensive phone call. Could you provide an update on my application status? Thank you for considering my application and your time. Kind Regards S. Debenedictis

Dear Manager, My wife and I stayed at your hotel on June 1, [redacted], after our Evergreen bus and cruise tour of Canada. We had a one-night stay with prepaid breakfast. Upon arrival, we presented a prepaid voucher, which was accepted, and we provided our Qantas Mastercard for incidentals. We were informed at checkout that nothing further was owed. Upon reviewing our credit card statement at home, we noticed a pending charge of $[redacted] CAD from Westin Bayshore Vancouver, still unresolved nearly four weeks after our stay. The amount does not match our room charge of $[redacted]. Our travel agent, Travel Dreams (Judy Briedis), has been assisting us in resolving this issue to no avail. We request clarification on why this pending charge persists, as it hinders our ability to close out our Canadian dollar expenses on the credit card. We respectfully seek a written explanation for this delay and hope for a prompt resolution. Sincerely, Greg & Kay Payne [redacted] Cunningham Highway Warwick QLD Australia [redacted]

I filed a complaint with Marriott this spring regarding the absence of breakfast in our reservations. Following their recommendation, I paid $[redacted] to join the Marriott Vacation Club Destinations Exchange Program and received Platinum Elite Membership status. I assumed this status is lifelong since no expiry date was provided. In January [redacted], I was booked at JW Marriott Bucharest, with registration number: #[redacted]5, as a Gold Elite member. Unable to access my account, I had to book using cash. When I tried to rebook using my points (booking #[redacted]2), no rooms were available for points, only cash bookings. This has put me at a disadvantage compared to cash-paying guests since I'm unable to use my points. I request assistance in persuading JW Marriott Bucharest to accept my points for my stay from October 16th to 21st, [redacted]. If necessary, I am willing to depart a day earlier on October 20th. I prefer a standard room with a king-size bed and am open to upgrades if possible. Your help in resolving this matter would be greatly appreciated. Best regards, Akinkunmi Akinbiyi Membership number: [redacted]94

As a loyal platinum member who frequents Marriott hotels weekly for work, I hold high expectations for customer service. Unfortunately, during my recent stay, I encountered a distressing incident. On December 8, [redacted], someone attempted to forcefully enter my room, leading to fear for my safety. Despite reporting this to the authorities and the hotel incident number being [redacted]69, I have not received apology or restitution. The following day, I had another alarming encounter in the gym. The staff's response has been lacking, leaving me feeling minimized and disappointed. While Marriott offers compensation for minor inconveniences like faulty WiFi, I have received nothing for these troubling events. It feels like they are avoiding responsibility and neglecting my well-being. I wonder, do they value basic human dignity at all?

It's Sunday, March 1, [redacted]. I have three confirmation numbers for reservations at a senior rate. Two are under my husband's name, and one is under my name. We booked family rooms with two double beds and buffet breakfast. Despite spending nearly two hours on the phone with Marriott due to being disconnected multiple times while placed on hold, there were mistakes in the reservation emails from different employees. The confirmation numbers are as follows: 1. Confirmation #[redacted]3 - Arrival on 8/13 and Check out on 8/20 under Stuart Sinclair for 2 people. Senior rate of $[redacted] per night. 2. Confirmation #[redacted]3 - Arrival on 8/16 and Check out on 8/20 under Stuart Sinclair for 3 people. Son and grandsons lodging. Senior rate of $[redacted] per night. 3. Confirmation #[redacted]4 - Arrival on 8/16 and Check out on 8/20 under Margaret A Sinclair for 3 people. Daughter-in-law and granddaughters staying. Senior rate of $[redacted] per night. I kindly request corrections to be made, mistakes cancelled, and confirmation emails sent to avoid overcharges on my husband's Marriott BonVoy credit card. Please respond promptly. Thank you. Email: [redacted]

I had reservations for June 20-22 at Fairfield Marriott in Victoria, TX. Reservation number [redacted], PIN [redacted]. Thirty minutes before check-in, I received an email cancelling my booking without any explanation. This ruined my weekend and I had to end up booking a room at Courtyard Marriott in Victoria, reservation number [redacted], PIN [redacted]. I cancelled in time to avoid fees but still got charged. I have been contacting Marriott, Priceline, and Booking.com for two weeks but getting the runaround. I even requested the corporate office contact details with no success. I am a loyal Marriott customer for over 30 years and have never experienced such poor treatment. - Frank R.

Hello! I'm Patrick J., and I recently stayed at the Springhill Suites by Marriott in Dayton (Beavercreek), OH for two nights last weekend. My VISA shows a $[redacted].04 charge for my actual stay in room #[redacted] from Friday, 08/07/[redacted], to Saturday, 08/08/[redacted], which I find accurate. However, there's an additional charge of $87.95 for room #[redacted] that I did not authorize, evidenced by the receipt with authorization code 06983D. I settled my bill Sunday morning before leaving around 10:20 AM. I am happy to cover the $[redacted].04 charge for my stay, but the $87.95 charge for an unrequested room is not mine. I suspect a mistake or misuse of my credit card. Kindly investigate this discrepancy, and let me know if you require further details to rectify the issue. Thank you.

I am reaching out regarding a reservation issue for Professor K. Berggren at Fairfield Inn & Suites Great Barrington Lenox/Berkshires on 7/11/[redacted]. The reservation was cancelled, but a charge of $[redacted].66 appeared on his company credit card. The professor is puzzled as the trip was personal and seeks a refund as he cancelled in time. I have tried contacting Veronica Mazer, the GM, leaving a message on 8/24 and calling the main number with no response. Your help to resolve this matter is greatly appreciated. Thank you, Dorothy F. Admin. Assistant to Prof. K. Berggren MIT

I have been dealing with issues regarding the pool's functionality for over a month now. Despite being told by the front desk that the pool is at a comfortable 86 degrees, the reality is that both pools are actually in the 50s. This misinformation, coupled with delays in maintenance, has left residents frustrated and feeling misled. Even though I was assured the maintenance man would address the problem this past Tuesday, it's now Thursday with no improvements in sight. The inconsistency in communication, with residents being given false hopes about the pool's condition, is disheartening. The manager mentioned they are waiting on a part, yet conflicting messages persist about the pool's temperature.

My card was fraudulently charged for a room that I had no involvement in. I was charged for 2 nights instead of the 1 night I stayed. Additionally, I was wrongly billed $[redacted]. The motel manager and assistant manager were unhelpful, even hanging up on me. They provided false information about damages and allowed unauthorized charges on my card. This situation is fraudulent, and I have been trying to resolve it for 2 months with no success. I'm frustrated and at my breaking point. I prefer not to involve an attorney but will do so if necessary. I demand the $[redacted] to be refunded promptly as I have evidence proving the motel's wrongful actions. Thank you for addressing this matter as I have been ignored multiple times.

I recently contacted Expedia and they mentioned a four-hour wait time to process my request to adjust my stay at the Le Meridian hotel in Atlanta that I had already booked. My original reservation was from July 22, [redacted], to August 2, [redacted], but I now need to leave on July 27. The reservation is for a king suite at a discounted rate of $89. I'm traveling to Atlanta to celebrate family birthdays, and I wanted to confirm the availability of club amenities on the 12th floor, which was uncertain. When I contacted the hotel to shorten my stay, I was advised to resolve it with Expedia. My booking number at Le Meridian is [redacted][redacted] under the name Gail B, and I kindly request to ensure it is adjusted to my new departure date of the 27th. I am concerned about the potential penalty or losing the room due to a delayed response. Thank you, Gail B.

I have been a member of the Marriott Rewards program for a number of years due to work-related travels. I have since stopped working and need to update my account information. My account number is [redacted]88. It is currently linked to my former work email, [redacted] I now use the email [redacted] and would like to update my account with this new email to continue accessing it for future travel plans. Thank you, Lorraine S. Phone: [redacted]

During a recent trip to Denver with my son, we encountered several issues with our hotel rooms. Room [redacted] had bedbugs, which I have documented in videos. After moving to room [redacted], I found stained bedsheets which I also recorded. Finally, we were moved to room [redacted], which lacked a microwave. Due to time constraints, I didn't address this. I believe it would be fair for our rooms to be complimentary for the inconvenience. I can provide you with the videos and pictures for reference if needed.

I have a reservation at the Sheraton Park City Utah for 1/12-1/14. I was only given a few days from the reservation being made to cancel, I assume because of the Sundance Festival that has since been canceled. In light of the Sundance Festival being canceled and the current COVID concerns highlighted by the Summit County Health Department, and the fact that I don't ski, I kindly ask for a voucher for this stay. I have seen reports where other Marriott properties in Park City have issued vouchers due to the cancellation and health concerns, valid through mid-April. I am requesting to cancel my reservation and receive a voucher for this stay that would be valid through at least mid-April. I hope this clarifies my request. Best regards, Miles H.

During my recent stay at the Marriott Magnolia from 2/2-2/4/22, I encountered an issue with the valet service. When my car was brought to me, it was apparent that the valet had been smoking marijuana in it. The strong smell was bothersome, and I had to drive with the windows down to air it out. Despite being pressed for time, I believe it's important to address this incident. I paid $44 per night for 2 nights and would expect the hotel's valet services to uphold certain standards. I have reported the situation to customer service and they are currently looking into it. As a frequent guest due to my employer's partnership with Marriott for business travel, I find this behavior unacceptable.

I recently made a reservation at the Marriott Columbus downtown hotel for next week but received a confirmation with the wrong dates. I tried to cancel online but couldn't, so I called customer service. After waiting twice and being told I would be charged $[redacted]+ for canceling late, I'm still on hold for help.

I have a strategic suggestion to make based on my vacation in Spain. I believe that a Marriott resort in Mallorca would be a fantastic idea. The hotel where I am currently staying has a wonderful beachside location with four pools. With a proper upgrade to Marriott standards, the spacious rooms and excellent staff could make it an outstanding property. I have stayed here three times and feel compelled to share my insights with Marriott's management. Having worked in strategic planning for top companies like PwC, UBS, and Pimco, I am confident in my assessment. Living in 14 countries, including 15 years in Connecticut, I have a wide range of experiences to draw upon, and I believe that southern Spain, particularly the Balearic Islands, offers some of the best beach resorts in Europe.