Marriott Customer Service Issues

Hello, I am Adriano Caresani, a member of Marriott. I encountered an issue during my recent stay at Courtyard Gatlinburg downtown. My reservation was from 11/29/19 to 12/02/19, but due to an incoming snowstorm, I had to check out a day early on 12/01/19. I promptly requested a refund for the last night at 10 am on 12/01/19 and checked out at 11 am. However, I have not yet received the refund on my card, and the incorrect amount is still showing. I kindly request assistance in resolving this matter. Your prompt attention to this matter is greatly appreciated. Thank you, Adriano Caresani

I tried reaching out to your staff twice, but unfortunately, I haven't received any response. I specifically inquired about the availability of someone who could speak Chinese, but instead of addressing my concerns, I was abruptly disconnected during the call. This experience has left me feeling frustrated, especially since all I wanted was to inquire about the possibility of changing my room. The overall lack of responsiveness and poor customer service has greatly disappointed me. Particularly with the room costing over [redacted] dollars, I expected better treatment from your team. The way this situation was handled was truly unpleasant.

Hello, I arrived at the hotel on December 15th at 3:30 am. The manager was unfriendly and insisted I should have been charged for 2 nights instead of 1. Upon checkout today, I was surprised to see an additional $[redacted] charged for a smoking fee, even though I always smoked outside. The manager claimed to have evidence, but there is no way they could prove that I smoked in the room. I am very upset and would like a refund as this situation is completely unfair.

I would like to express my disappointment regarding my current stay at the Delray Beach Marriott. The hotel is currently undergoing major renovations, but I am still charged $[redacted] per night even though the construction has caused significant inconveniences. My reservation number is [redacted]4. I would kindly request a credit of at least one complimentary night to be applied to my account as a resolution for this inconvenience. My family and I had high hopes for this trip, but it has fallen short of our expectations. The lack of clarity about the extent of the renovations on the website and the lack of communication about them have been frustrating. Despite being aware of the renovations, I don't believe it's fair to pay the same price as last year for an experience that's now inferior. Moreover, the housekeeping service was subpar, as we did not receive the expected number of towels daily, the floors were not properly cleaned, and the garbage was left unemptied, which was unacceptable. Additionally, the breakfast buffet did not offer the usual à la carte option this year, which was disappointing. I would like to know how this situation can be addressed to my satisfaction. I am requesting a credit for my stay, which amounted to over $[redacted]. A credit for a few nights' stay would be a reasonable compensation considering our dissatisfaction. Thank you, M. Levine

Good day, I wish all a happy new year and much success in [redacted] and beyond. I am interested in joining your team as a plant operator from Saint Lucia. I am a skilled 34-year-old technician named Ron Norley with a valid license. I have expertise in various areas such as fixing automobiles, household appliances, electrical work, tiling, and plumbing. I hold five CXC secondary school subjects and have over 15 years of experience in these fields. I am ready for immediate employment and willing to work anywhere, although I don't currently hold a visa. I am confident that with your support, this obstacle can be overcome. Sincerely, Ron Norley 1 [redacted] (Anytime)

Hello, I am a Bonvoy member with member number #[redacted]33. I had a booking for 3 nights in San Diego at the Westin with confirmation number [redacted]4 and I paid $[redacted].53. My check-in date was March 15th to the 18th. Unfortunately, my trip to Hawaii got canceled, so I won't be in San Diego. Given the situation, I hope for a refund or a credit for future use at one of your properties. Additionally, I booked 2 rooms in Chicago with confirmation number [redacted]0 for $[redacted].67 to attend Blackhawk games with family. Due to uncertainties around the games and the impact of the Coronavirus, I would appreciate your help in recovering my payments or rescheduling the booking. I trust that as a loyal Gold member, you will consider these unusual circumstances. Thank you, Marc S.

During my five-day stay at Marriott, my wallet was stolen. While waiting for my new bank card, I was issued a temporary one without a name. When my funds on the original card ran out, I tried to use the temporary card, which the clerk verified was linked to my account. However, a new issue arose when a friend was late in paying for their room, so they asked me to cover it. Despite the card being verified by a previous clerk and tied to my room, the staff member on duty later refused to accept it, displaying rude behavior and claiming to be the manager.

Hello, I'm Ashley. I have a confirmed reservation at The Westin Atlanta Airport, paid in full for tonight. Unfortunately, I am feeling unsafe due to the ongoing riots in the area. As a white female, I am experiencing what seems like reverse racism from some staff members, and overall rude behavior. I would like to transfer my reservation to a different location further north promptly. The environment with more than ten people in the building not practicing social distancing adds to my discomfort. My father holds Ambassador status with Marriott, and we have accumulated [redacted],[redacted] points. The malfunctioning business center and other concerns are making it difficult for me to make alternative arrangements without a working computer. Thank you for your understanding.

Member: Robert E. Member Number: [redacted]79 Hotel Address: [redacted] Scott Padgett Pkwy, Concord, NC, [redacted] Hotel Name: Residence Inn I have been staying at this hotel location since July 25, [redacted], which was my first check-in date, and I am currently still staying there. I have contacted customer service twice this past week regarding my Marriott Bonvoy account, and none of my points are showing up. I have been at this location since July 25, [redacted], and I need access to my points for free nights, which I know I have enough to redeem. I've spent almost $[redacted] here since July, and I can't enjoy the perks I've earned because my points are missing. I have receipts for all my stays and need to use a free night tomorrow. I hope you can assist me in resolving this quickly. Thank you. Best, Robert E.

I have been receiving telemarketing messages for the past year, approximately one call per day. I have been pressing #2 on the dial pad to opt out of receiving any more messages about Marriott deals. I was assured that my number would be removed from the list within 72 hours, but unfortunately, I am still receiving these calls. Please, for the love of all that is holy and for the sake of my sanity, kindly remove my number from your calling list. Thank you. [redacted]

I overheard Yuri and Amy, management at Courtyard Marriott, Rancho Cordova, mentioning removing "undesirable clients" when I asked for housekeeping, referencing myself, Steven and Valerie Paul. My wife, Valerie Paul, who is handicapped, was denied an ice bucket and given a garbage bag for ice which caused her to fall. They did not assist her and accused her of smoking marijuana. Yuri left a note under our door saying we can't extend our stay due to false accusations. This has led us to consider legal action for harassment and violation of Fair Housing Discrimination and Americans with Disabilities Act. I am willing to share the document if needed. We feel the need to contact an attorney. Thank you. Steven and Valerie Paul

Hello, Recently, my family and I stayed at Marriott Canyon Villas in Phoenix, Arizona. We have visited this property many times and love its convenience. We planned this trip to visit my grandson during his spring break in Arizona. We had a disappointing experience during our week-long stay. Upon arrival in our 2-bedroom villa on March 13th, we found the room unclean with coffee spills, soap residue, and plastic stickers left behind. Despite the pandemic, the room cleanliness was subpar for a Marriott resort, and we had to clean it ourselves with alcohol wipes provided by the staff. The main pool was cold due to a broken heater, and the pool in our section was too small for my 12-year-old grandson. Additionally, we were unable to use the pools at JW Marriott Desert Ridge due to restrictions during March and April. This was a huge letdown as we hoped for a special time with my grandson. Our overall experience fell short of the usual Marriott quality standards. Best, Geryl Cerney

On April 4th, I made a reservation at Fairfield by Marriott in Norton Shores, Michigan through Hotwire. Despite already paying Hotwire, I was charged for two nights upon arrival. I paid $49.45 for April 4th to April 5th, checked in at 4:00 a.m., and checked out at 12:11 p.m. Additionally, there were charges for a deposit of $10 and $40. Despite contacting the hotel about the overcharges and missing deposits, I was hung up on multiple times. After informing Hotwire, they directed me back to the hotel. Subsequently, my card went missing during my stay, prompting me to lock it with the bank. Surprisingly, on May 7th, after locking the card, Fairfield charged me another $61. This is puzzling as I had left the room clean and took my rubbish with me. I am frustrated by the lack of assistance and the continuous charges for a one-night stay. I hope to resolve this issue promptly, as it has been two months of dealing with unprofessional customer service.

I was misled about the room rate and discovered a $50 refundable fee on my credit card statement after paying for it. Noted the charge before heading to dinner and returned to the hotel to address it with the front desk. Requested to speak with the manager, but was informed she was unavailable on her days off. Contacted the corporate office, but they did not show concern and tried to justify the fee to me. I pointed out that I was not informed of the additional charge and felt dissatisfied with the service, being 57 years old. Decided to check out the same day. My holiday weekend was negatively impacted by Marriott's undisclosed charges and lack of receipt upon check-in. The reservation department was also unhelpful when I contacted them.

I had the worst experience at this hotel during my recent stay. Despite being a loyal guest with no prior issues, I was shocked to find my room filthy upon arrival. Despite my request for a room change being denied and no housekeeping offered, I took matters into my own hands and cleaned the suite with supplies I purchased myself. To add to the disappointment, I was promised the first night free due to the cleanliness issue, but was ultimately charged for both nights. I have yet to receive a refund, points, or even an apology from the hotel staff or Bonvoy customer service. Feeling let down, I returned for another stay on 05/19-05/21, which turned out to be equally disappointing. Priced at $[redacted].80 for two nights, I expected better treatment. I am still waiting for a resolution two months later and would like a full refund or credit for a future stay to the same value in a comparable suite. I am baffled by the lack of response.

I am a Silver Elite member, and my membership number is [redacted]55. On July 2, [redacted], I contacted your customer service regarding an issue at the Fairfield in Port Clinton, Ohio. After checking out on the same day, we realized we left behind two bottles of wine we purchased at a winery the night before. Despite being told initially that our wine was not found, the manager, Alicia Chapman, mentioned CCTV footage showing our luggage with the wine bottles. I am disappointed that no refund was offered for the wine, which cost $21 each. I believe the situation could have been handled better. I am requesting a refund of $42 for the wine or a free night's stay for the inconvenience caused. I appreciate your attention to this matter. Thank you, Christine K.

During our recent stay at Aloft West End in Nashville, assisting our daughter's move to Belmont University, we encountered some disappointments. The lobby had an unpleasant odor upon entry, and the hotel's exterior looked neglected. Although the staff was friendly, it seemed like the property hadn't been inspected by BONVOY management. The manager offered to switch our room after the first night, but due to exhaustion from assisting with the move, we opted to move to The Westin on Sunday. We were promised a refund of 25,[redacted] points for the incomplete stay and used 60,[redacted] points at The Westin. It has been 11 days since our stay, and we have yet to see the points refunded. My husband, a Gold Elite member working coast to coast, is frustrated by the hours spent trying to reach customer service. We are hopeful for a resolution to this matter promptly. Thank you for your attention.

While I am currently lodging at the Marriott in Laval QC, my experience has been quite disappointing. Upon arrival, I realized that the AC was not functioning, which was uncomfortable given the ongoing heat wave in Montreal. I promptly notified the front desk but unfortunately, no maintenance staff were available. I managed to secure a fan for the night but endured a restless sleep. In the morning, I reported the issue once again at 7 am, giving the staff ample time for maintenance to rectify the problem before my return at 7:45 pm, only to find it unresolved. Despite being a Titanium member, I was informed that there were no alternative rooms available. The front desk mentioned the possibility of replacing the AC unit but the technician sent could not do so that evening. With temperatures at 33C (91.4F), I am disappointed that the matter was not addressed within the 12-hour timeframe. Facing another uncomfortable night, I'm disheartened by the lack of a suitable solution while being informed of billing for the room without resolution in sight.

I have a reservation at TownPlace Suites in Plant City, FL for today through Tuesday. I spoke with Booking.com about my issues, and they said they would contact the hotel on my behalf. I'm unable to travel due to a sciatica flare-up and hoped for a possible cancellation or a voucher for a future stay. Please help. Contact me at [redacted] or [redacted] The reservation is under my husband's name, Gary Wages, and was charged on a Capital One Quicksilver credit card. Thank you, Wanda W.

I had reserved a mobility compliant room, booking with Reservation #[redacted]4, and was ensured that a [redacted]% full mobility room was available. Upon check-in at 4 pm on Saturday, we were assigned room [redacted], which was not a mobility room as reserved. I informed the front desk of the error, but was told only three such rooms were available and were already occupied. This mix-up was particularly inconvenient as my wife, who is disabled, required the specific mobility features. Our stay was in preparation for a family wedding, and the difficulty in assisting my wife was disheartening. During checkout on Sunday morning, I raised the issue again with no response from the staff. The lack of professionalism in handling the matter was disappointing. I believe I should have been offered contact with a manager or regional manager, but received no such offer or acknowledgment of my concern. Unfortunately, due to time constraints and a waiting mobility transport, I couldn't address this further. I urge you to address this issue promptly, given the expectations associated with the price of the room.