Marriott Customer Service Issues

During my recent stay at the courtyard in Jacksonville, NC, I encountered an unpleasant situation with the manager. Despite always trying to ensure a clean environment, the manager accused us of damages that we did not cause. My special needs daughter had an accident, and the manager claimed that we left the room in poor condition. She also mentioned that my grandchildren were disturbing other guests. This experience made me question the hotel's family-friendly reputation. To my surprise, the manager charged my debit card an additional $[redacted] without prior notice, alleging damages and forcing us to leave the room. I attempted to communicate with her multiple times, but it wasn't until after I left that she explained her actions. I cleaned the room myself before leaving, so her accusations are baseless. My family and I felt mistreated and had to cut our trip short due to the manager's behavior. I firmly believe that a refund is in order. The way the manager handled this situation was unprofessional and distressing. I hope to receive a prompt resolution to this matter. Thank you, Melinda L.

On April 19, [redacted], my daughter made a reservation for Suite #[redacted] at Delta by Marriott in Grand Rapids, Michigan. However, the stay did not go as planned. The room was not properly cleaned with the bathroom in disarray - it necessitated multiple calls to the front desk. While David Harrison assisted in addressing some issues and promised a reward, the front desk was unhelpful during checkout. Communication with James Koukios proved unproductive, leading to dissatisfaction with the service received. Despite attempts to resolve the matter via email, the situation remains unresolved as of the last correspondence on May 21. Seeking reasonable compensation, efforts have not yielded satisfactory results, leaving a feeling of disappointment. The hope is for a fair resolution, expressing readiness to comply with hotel policies but emphasizing the need for adequate customer service. Grateful for any assistance provided. Carmen

As a long-time Marriott member, I have encountered some challenges with the merging of programs. When trying to book a Westin hotel, I had to call the reservation line twice. On both occasions, I was redirected to SPG and faced long wait times. Waiting for 46 minutes on the platinum reward line is frustrating, especially without the option for a call back. Furthermore, my attempts to use points at Westin and Sheraton properties in Maui only resulted in double beds being offered, which is inconvenient for accommodating adults. As a loyal Marriott rewards member, I find these experiences disappointing.

I recently booked two rooms at Sheraton Erie Bayfront but was informed while on my way to the hotel that they had overbooked and moved us to the Courtyard Erie Bayfront. Although I work at TownePlace Suites and understand overbooking, I know Marriott policy is to cover costs when walking guests, which was not done in my case. The reservations were under Lori Culleiton for August 27, [redacted]. I am a Marriott Rewards member. Please respond as soon as possible. Thank you.

I urgently need assistance with an issue that has arisen due to actions on your end. My name is Laura P., and you can reach me at [redacted]. My membership number is [redacted]61. I had reservations at Courtyard Myrtle Beach Broadway for this Friday through Monday. Due to the hotel being closed, as informed in an email from Marriott yesterday (Confirmation # [redacted]3), I need the payment transferred to another Marriott location with no additional charges. I was met with unhelpful service when trying to resolve this over the phone, including speaking to a manager named Rick ([redacted]), who was disrespectful. This situation is affecting plans for my daughter's birthday and my husband's 50th celebration. I require prompt assistance and a resolution that does not incur extra costs. Thank you.

I have experienced incredibly poor treatment from Hilton Honors. I attempted to retrieve my Marriott Member Rewards number today, struggling for almost two hours. Apart from a switchboard operator, all staff members were exceptionally rude. I only seek my rewards number, yet when I call, I'm addressed as "Hello, Deborah," despite them being unable to locate me in their system. I am aiming to create an online account urgently as I have upcoming travel plans and need to make a reservation. No customer should endure this level of frustration. Robert at a Marriott in Portland, OR was particularly disrespectful, doubting my honesty. How can I obtain my number to set up an online account? I registered for rewards at the AADOM meeting in San Antonio, TX on July 18, [redacted]. I hope to engage in a live chat, but I am unable to connect with anyone. This situation is becoming increasingly taxing.

Hello, I encountered an issue trying to cancel my reservation due to missing the fact that it started on October 6, making today, October 5, still within the 48-hour cancellation window. I have been preoccupied with family matters involving my elderly in-laws who reside with me, one aged 97 and the other 93. Unfortunately, my father-in-law's recent illness has consumed our attention, causing me to overlook the start date of the reservation in Ithaca. Any assistance you can provide would be greatly appreciated. My confirmation number is [redacted]. Thank you, J. Miller

Hello, I encountered an issue while trying to cancel my reservation. I realized I made an error with the dates as the reservation actually starts on the 6th, not the 5th. This means that I am now outside of the 48-hour cancellation window. These past days have been quite chaotic. Caring for my 97-year-old father-in-law, managing our son, and work responsibilities have all been overwhelming. Our trip to Ithaca for a college tour needs to be postponed due to my father-in-law's health. Unfortunately, I overlooked the actual start date of the reservation being Saturday instead of Sunday. I am hopeful that an exception can be granted. The reservation number is [redacted]. Thank you for understanding. Best, J. Miller

Dear Sir or Madam, I am following up on our previous conversations via phone and email with the central reservations team regarding booking "[redacted]9" for Mr. H. The team did not address the questions raised in my email. I was informed that due to the high demand during the trade fair dates, a credit card payment is required within the next 24 hours to secure the reservation. If canceled, a 90% charge will apply. I emphasized that Mr. H is a Platinum Elite member (no. [redacted]59) expecting special benefits and free cancellations as per Marriott and SPG policies. However, the team mentioned that these benefits do not apply during the selected dates (12-15 November). Could you please clarify the policy regarding this matter? The current cancellation policy contradicts the benefits usually provided to Platinum members like Mr. H. Thank you for your assistance.

I made a reservation for a holiday from the UK to Las Vegas, then Los Angeles, and finally to Cancun with my spouse to celebrate his 40th birthday. We planned to stay at Hyatt Ziva in Cancun for five nights but needed to find another hotel for the sixth night. I chose Courtyard by Marriott near the airport in Cancun, but it was a letdown. The area felt deserted, with a construction site nearby. The restaurant experience was disappointing. We were given different menus with different prices for the same food. The quality of the pizza and chicken wings was below par, and the pricing did not match the quality. A fellow guest even expressed disbelief at the poor food quality. This stay at Courtyard by Marriott tainted an otherwise memorable trip. I hope the hotel reevaluates its approach as it does not live up to the Marriott brand reputation. My recommendation would be to avoid this hotel and possibly Marriott establishments in general.

Subject: Request for Receipt for Recent Stay Concern: I am in need of the receipt for my recent stay this week (confirmation #[redacted]94). Resolution Request: Please promptly send the receipt to [redacted] Context: I previously contacted the staff at Crystal City Marriott at Reagan National Airport regarding the receipt. Despite being informed that they had emailed it to me during the call today around 2:30pm EST, I have not received it. - I have reached out to both the hotel front desk and the Marriott assistance number ([redacted]) due to not receiving the receipt. - The service representative at the [redacted] number expressed they couldn't assist since the hotel is responsible for sending it. - Despite informing the representative of my previous contact with the hotel and their claim of sending the receipt, I was advised to contact the hotel again as the representative was unable to help further. - I emphasized the urgency of obtaining the receipt for reimbursement purposes, however, the representative mentioned the receipt was not generated yet. - Following a request to speak to a manager, I was transferred but had to conclude the call after 4 minutes on hold, as I had a meeting to attend. Additional Concern: During my call to the Marriott [redacted] number, I waited on hold for an extensive ***17 minutes*** before connecting with an agent. I recently became a member of the Marriott rewards program to explore a different hotel chain from Hilton where I hold rewards membership. Unfortunately, this experience has been exceedingly frustrating and is causing a delay in my office reimbursement process. Additionally, when returning my room key on Thursday morning (11/8) around 8 am, I inquired about the receipt, and the clerk mentioned it had just been sent while conversing with me. Warm regards, Linda Bresnahan Herstrom

I have a long history of staying at your hotels with my family, including a recent stay at Renaissance Izmir Hotel. Unfortunately, we encountered a significant issue with room service when the child's menu we ordered, chicken and chips, arrived with raw chicken. This was a serious concern for us. Despite this incident, we do appreciate your hotels and have previously enjoyed staying at sofa hotel nisantasi. We are interested in booking there again in December. I did raise the concern with the manager at Renaissance Izmir Hotel, seeking compensation for the error. While a young employee later apologized, we did not feel fully compensated for the inconvenience. As someone who plans to book at sofa istanbul soon, I hope to receive a response addressing this issue. Thank you, Stephen C.

I made a room reservation at Towneplace Suites by Marriott Kansas City Airport on November 24, [redacted] via www.hotels.com. After realizing our plans had changed, I called to cancel at 8:38 pm. The staff member at the front desk canceled the booking, but I was still charged. I've spent all day dealing with hotels.com to get a refund. Each time we call Marriott, Arlene from the front desk claims no one can assist us and advises us to call back later. It feels like we're being given the runaround, with unhelpful responses from the hotel. Arlene mentioned the manager was available but nowhere to be seen. I'm hoping for someone to assist hotels.com and ensure I receive a refund for the canceled room.

I have reached out to you multiple times regarding the ongoing issue with my reservations. Despite several calls and emails, I still cannot view my bookings on both my PC and phone. Even during my stay at a Marriott hotel, the staff couldn't find my reservation. Since the SPG/Marriott merger, I have been facing these challenges. After contacting phone support, nothing has improved despite promises to escalate to tech support. I have tried reinstalling the app daily without success. As a lifetime ambassador elite, I have lost all my benefits, and my loyalty number doesn't seem to be recognized. This experience has been incredibly disappointing, and I feel unappreciated as a customer. I will consider sharing my negative experiences on a blog to highlight these service shortcomings. Despite my attempts to reach out, I have not received any satisfactory resolution. Thank you.

I am currently staying at the Fairfield Inn located at [redacted] Washington Ave in Albany. 1) Upon arrival yesterday, we noticed stains on the top sheet of one of the beds. We requested a bed change, which was promptly done. 2) After checking in, our keys stopped working a few hours later. The front desk reprogrammed them, mentioned something about the system checking us out, and it happened again the following day. 3) Unfortunately, the single ice machine at the hotel is not working. The front desk has been providing limited ice, but the machine has not been fixed despite assurances. 4) Despite requesting our room to be cleaned while we were out, upon returning at 5:30pm, the room was still dirty. The front desk offered towels and a $40 discount on the bill, but no one was available to clean the room. Sitting in the room feeling disappointed and frustrated. It's disheartening to experience such lack of service, especially being part of the Marriott chain. Emad Himaya

Case Number: [redacted]71 I received three E-certificates from using my Marriott credit cards in March. I attempted to book two rooms in Ocean City, MD using two of the certificates. However, I encountered numerous issues with Marriott mishandling the process. I have spent considerable time and effort trying to resolve these issues to no avail. My reward points were used for booking, and now my certificates are missing. This situation is unacceptable, especially considering mine and my wife's statuses with Marriott. We are loyal customers with multiple credit cards, timeshares, and active participation in Marriott programs. I request the return of my certificates, the reinstatement of 70k points, and some form of courtesy restitution for the inconvenience. Thank you. - Charles L. & Elaine H.

I came across a job opening at the Marriott Hotel in Florida on Facebook, where they provided a contact number for more information. After reaching out via WhatsApp, someone claiming to be Mr. Alex, the HR manager at Marriott Hotel Florida, asked for details like my name, country, and work experience. They presented various job categories available and benefits, including accommodation, internet access, medical care, and a monthly salary of $[redacted]. Additionally, they mentioned the need to register with a travel agency in the United States and asked for a registration fee of $[redacted]. They requested documents like a passport and CV to be sent to an email address mentioned ([redacted]). It all seems too good to be true, and I'm wondering if it's a legitimate opportunity.

On June 14, [redacted], during my stay at a Marriott in Stasville, NC that I had prebooked, I encountered an unpleasant situation with the breakfast policy. Despite being a regular Marriott guest and having accommodated 4 adults, the staff member insisted on the breakfast plate being for only 2 adults and 2 children, offering no discount for the extra adults. Moreover, the sign indicating a charge of $[redacted] to my card raised concerns, especially since I opted not to dine there due to the breakfast matter. The staff member's dismissive attitude and explanation that this was standard practice left me dissatisfied. As someone who travels extensively worldwide, I found his behavior unacceptable. Despite splitting the bill with my father the next day, a hold of $[redacted] remained on my account, prompting me to contact my bank. Unfortunately, this negative experience has deterred me from choosing Marriott in the future. - Vickie Van Horn

I feel frustrated with my recent hotel booking experience. I made a reservation for a two-night stay through Hotels.com, checking in on Friday, September 13, and checking out on Sunday, September 15. Prior to my arrival, I prepaid a non-refundable total of $[redacted].13 for both nights. To my surprise, upon checking my bank statement, I noticed an additional charge by the hotel itself of $[redacted].29 for my Friday night to Saturday stay. This extra charge puzzled me as I had already paid for both nights in advance. Despite my efforts to resolve the issue, the hotel claims they have no record of the two charges, Hotels.com cannot refund the money, and my bank is unable to dispute the $[redacted].29 charge. I am seeking assistance from the hotel to take responsibility and refund the duplicate charge of $[redacted].29.

Currently lodging at the Fairfield Inn and Suites in Canton, MI. My room is satisfactory, but this evening when I asked for a couple of water bottles, there was an issue. Last night, a staff member mentioned that due to my elite status, I could simply take the water. However, tonight, a different staff member insisted on scanning the water, stating they don't just give it away. When I mentioned my belief that water was complimentary with elite status, they disagreed, emphasizing it was only luck that I received it the night before. Despite being able to purchase water, the attitude encountered was disappointing. I suggested that water should be provided with elite status. As a frequent visitor due to family in the area, this experience has made me reconsider staying here again.