Marriott Customer Service Issues

I am currently staying at the Courtyard Marriott in Memphis, TN, located at [redacted] Kirby Parkway. Unfortunately, we have been locked out of our original room. Despite paying $[redacted], we are still unable to access our belongings. It is Thanksgiving, and we are distressed as the front desk has not provided any solution. They have moved us to a different room, which, in my opinion, is a downgrade from our original accommodation. Without access to our belongings, we are left without clean clothes, money to buy essentials, or our car keys to visit family for Thanksgiving. This situation has left us feeling stuck and frustrated as we are unable to celebrate the holiday as planned in Memphis. Additionally, our room seems to have a maintenance issue with the thermostat frozen at 77 degrees.

I am a Titanium Member Lifetime, and my recent experience at Le Meridien Dubai, Airport Road has been disappointing. Despite being overcharged [redacted] AED from the confirmed rate in my email, the hotel has been uncooperative in resolving the issue. Mr. Mahaga, the room manager, admitted the mistake via email and promised a refund, but communication remained impersonal. On check-in, my credit card was blocked for [redacted] AED without explanation. After numerous discrepancies during the stay, I was only credited [redacted] AED initially, which was later corrected to [redacted] AED after my persistence. However, I was wrongly charged an additional [redacted].06 AED on check-out. I have requested Mr. Mahaga to return the money by tomorrow or I will escalate the matter to the General Manager and potentially involve the police. Additionally, the hotel failed to allocate the correct loyalty points for my stay on 7 October, adding to my dissatisfaction. I anticipate a prompt response to address these issues. Thank you. Regards, Klaus Bosshammer

We have a reservation from 12/30 to 1/2 booked through Marriott Bonvoy with membership number [redacted]13. This reservation was made in the summer and is stated as non-changeable and non-refundable. Due to family members testing positive for COVID and a Winter Storm warning along our route from California, we are unable to travel as planned. Despite contacting the hotel directly, we were informed that only the manager can approve a refund or credit. However, we were unable to reach the manager as they were managing multiple properties and short-staffed. We were told the manager would contact us, but unfortunately, we did not receive a call back.

I have frequented various Marriott properties and consistently choose Marriott for my travels. During check-ins, I usually receive warm welcomes, but one remarkable check-in experience stood out. Juleen Speaks at the Springhill Suites Savannah Richmond Hill demonstrated exceptional service, showing genuine gratitude for my loyalty and offering assistance at every turn. Her courtesy and willingness to go above and beyond were truly commendable. I urge Marriott to acknowledge and reward her outstanding performance. However, I must address some issues regarding handicapped accessible rooms. While the rooms met the required criteria at the Residence Inn in Eden Prairie, MN, and the Westin Hotel in Sarasota, FL, they were impractically small for wheelchair navigation. In both cases, the roll-in showers were cramped, hindering ease of use. The lack of space made it challenging for a non-walking individual to transfer to the shower bench. These limitations were disappointing, and had I been aware of the room constraints beforehand, I would have chosen alternative accommodations. - Steve Lye, Titanium Elite

Recently, there was a theft incident at Bonvoy Marriott in Davenport, Iowa on March 14, [redacted], involving my designer leather jacket with a Texas label featuring 10 cowgirl conches. Despite repeated attempts to address the issue with Assistant General Manager Kelly Spever regarding the missing property, there has been a lack of proper assistance aside from informing me that the item was not found in the lost and found after making three calls. As a loyal 19-year Platinum member who has traveled extensively without ever feeling unsafe under the Marriott brand, I am disappointed by the handling of this situation. Following Kelly Spever's advice, I will be reporting the incident to the police and Marriott's Corporate office as instructed. Despite attempting to reach out to various customer support numbers provided on the website, I have encountered unhelpful responses. I urge Marriott to take my case seriously, investigate the theft, and restore my trust in their commitment to guest safety and satisfaction. My only request is for AGM Kelly Spever to address the theft appropriately or step down from their position at Bonvoy.

As a Marriott Bonvoy member, I have been experiencing difficulty resolving a unique issue with my recent reservation at a Fairfield Inn and Suites. Despite multiple attempts, I have not been successful in reaching a representative via phone after waiting for extended periods. I used 37,[redacted] points to book a 2-night stay, but I never received a confirmation and the reservation is not showing on my Bonvoy account. The points were deducted, but the transaction is also not reflected. Even the hotel has no record of my booking. I urgently need assistance as my stay is this weekend. Please contact me promptly at [redacted] to address this matter. Additionally, I noticed a discrepancy in my points balance, decreasing from 128K to 91K. These points have been accumulated over the past 2.5 years.

During our stay on May 22 at the Marriott in Raynham, MA, my husband and I were surprised by the room rate of $[redacted]. Upon questioning, we were informed that as our reservation was guaranteed through a third party like Expedia, the high rate was to ensure our reservation was honored. Despite our dissatisfaction, we accepted this explanation as we had a time-sensitive commitment. The morning alarm set by a previous guest only added to our frustration. Reflecting on our experience, we wonder why the rate was so steep, if the reservation agent misled us, and why we were not offered discounts like the senior or AAA rates. My husband, Edward F., a Titanium Elite member #[redacted]14, had never encountered issues before this stay. We seek guidance on how to address this situation.

I have frequented Denver Technology Center Fairfield Inn & Suites around twelve times in the last year. On my recent two-night stay, I was startled to discover that each night had a different rate. The first night was priced at $[redacted], which is considerably higher than my usual rate, and the second night was an astonishing $[redacted]. The front desk attendant claimed there was nothing that could be done about the pricing. I usually have a positive experience with Marriott properties and enjoy the convenience of this Fairfield Suites for my work, but this rate discrepancy is concerning for my future stays. Could you please review and verify the accuracy of these charges?

During our family stay at the Westin Vendome Paris Hotel from 7/4/22 to 7/7/22 in two rooms, we encountered an unsettling situation on the second night. One of our rooms had shower curtains with multiple blood stains. I promptly informed the front desk, but sadly, no action was taken. Even upon speaking with the manager at check-out on 7/7/22, no satisfactory resolution was provided. To add to our dismay, the airport transfer we had arranged through the hotel was mistakenly given to another guest. Despite the hotel's acknowledgment of the error, they refused to cover the cost of the extra taxi we had to hire to make it to the airport on time. The lack of assistance and inconvenience caused during our stay was disappointing.

I'm attempting to book a two-night stay in Monterey Bay, California from January 6 to 8, [redacted]. As a Marriott Bonvoy member, I tried booking online, but encountered issues with the website freezing and displaying an "Access Denied" message. Despite my efforts to resolve this by switching computers and clearing the cache, the problem persists. As a result, I'm unable to access the contact page for Homes and Villas. I'm interested in booking a home over the phone due to the website's malfunction. Thank you.

I am still waiting for a response to my email sent to [redacted] on December 23, [redacted]. I even sent another email asking for at least an acknowledgment of receipt and have not heard back. I made a booking through Booking.com to stay at the Courtyard Hotel by Marriott near Phoenix Airport on August 10, [redacted], for $[redacted].11. When I arrived, there was no reservation. I canceled with Booking.com, paid Courtyard $[redacted].96 for one night, and asked for the $[redacted].11 refund. Despite waiting for 30 days, the refund didn't reflect on my credit card statement. Booking.com asked me to request the refund from Courtyard. After several attempts, I contacted the Corporate Customer Service but haven't received assistance from Courtyard. Please direct me to the right person to resolve this issue and authorize the $[redacted].11 refund. Best, E.M.

During my recent trip to Austin, Texas for an event, I checked in at the Springhill Suites on February 1 for a five-night stay. Unfortunately, an unexpected ice storm caused a power outage at the hotel, leaving us without electricity, heat, or internet. The staff accommodated us on the first floor temporarily due to the malfunctioning elevators. Since the systems were down, I wasn't able to check in properly or get working key cards. Despite the staff's efforts, the power wasn't restored, leading to a cold and uncomfortable night. We decided to leave early the next day and head back to Albany, NY. The staff was compassionate and did their best to assist everyone despite the challenging situation. However, I was surprised to receive an email thanking me for my stay and including a receipt for the charges on my credit card, which they shouldn't have done considering the circumstances. I've tried calling the hotel to address this billing issue but haven't received a response. I'm requesting a reversal of this charge and clarification of the situation.

I believe I have been overcharged on my bill for my recent stay at the Niagara Marriott on the Falls. When making the reservation, I booked for 2 adults and 2 kids aged 4 and 8. However, upon checking out, I was surprised to see additional charges for extra persons, LF&$2Mat, another fee of 3.95, an additional charge of 0.51, and an HST charge of 6.50. I am confused by these charges as we only utilized the king bed and sofa bed, which had no pillows. The room's furniture was stained, and the carpet was dirty upon our arrival. Despite the hotel being advertised as newly renovated, my expectations were not met. I have attempted to contact the hotel multiple times, but have not been able to reach anyone yet. My reservation was for 2 adults and 2 children at a total price of $[redacted].67 including all taxes and fees. My account number is [redacted], and my MB number is [redacted]98. Important to note, I do not receive emails on my BONVoy number.

Today, I'm looking to book a hotel for my upcoming business trip to Cologne in April, using my points. Unfortunately, I recently discovered that my total of 40,[redacted] points expired on 28.02.23. Being busy with work and unwell, I missed this expiration date. As a loyal Titanium member of the Loyalty program, I kindly request Marriott's assistance in reinstating my points by mid to late March. Best regards, Wai Ling Cheung

Springhill Suites by Marriott in Washington, Pennsylvania was a completely disappointing experience. The conditions were deplorable, from broken closet doors to stained sheets and non-functioning appliances. The facilities were dirty and outdated, even the jacuzzi and hot tub were unpleasant. Even the basics like clean carpets and walls were lacking. This falls far below the standard expected from a reputed chain like Marriott. It felt more like a budget motel at a fraction of the price. The hotel needs serious attention and refurbishment to meet even basic standards of cleanliness and upkeep.

I recently attended an interview at the Dubai Real Estate Centre in Jumeirah 1 after receiving a call and email for a Marriott opportunity I applied for on their website. We were then directed to come the next day to fill out medical forms at Alpha Medical Centre, where we had to pay [redacted] AED for tests. Sadly, after giving out my contact details to other candidates, I was informed that the office we visited was a scam operation using the Marriott logo. It's distressing that scammers are taking advantage of unsuspecting individuals looking for legitimate job opportunities. I hope Marriott can take action to prevent such misuse of their brand. The scam operation can be reached at [redacted], where someone posing as HR contacts applicants after interviews. It's disheartening to see a reputable company's name being exploited in such a way. I seek justice and would appreciate any assistance in resolving this issue. You can reach me at [redacted]. Thank you.

Hello, During May 14th to May 18th, I had a stay at The Westin Cairo Golf Resort & Spa, Katameya Dunes. The Reservation Confirmation number is #[redacted]0. While the reservation was made by my employer, I provided my personal email [redacted] upon check-in. I am a member of the Marriott Bonvoy app and would like to add the loyalty bonus points for this stay. I had already registered on the app before my trip but am unsure how to include this particular stay for points. Can anyone assist me with this?

I stayed at your Pine Bluff, AR hotel on the night of May 18 and paid with a credit card. The next morning, on the 19th, my bill indicated a charge for one night, but upon checking my bank account debits, I realized I was charged for two nights, with one charge on the 18th and one on the 19th. Despite multiple phone calls to Pine Bluff, I have not received a response as promised. I kindly request your assistance in reimbursing me $[redacted].64 promptly. Thank you in advance. - Edwin H.

I had a troubling experience with a staff member here who behaved inappropriately. The individual made sexist and disrespectful comments about my family, falsely accusing me of neglecting my children. The situation escalated when they entered my room without permission while my babies and I were resting. This staff member also gossiped about us to other guests, displaying unprofessional and unacceptable behavior. I am deeply disappointed by their rude conduct and discriminatory remarks. I am contemplating reporting this staff member for their unacceptable behavior towards me, my family, and other guests.

I revised my reservation date using the Marriott app, which indicated I could cancel the reservation without charge until June 6th, [redacted]. I proceeded to cancel on June 5th but have not received a refund yet. I am anxious about not getting refunded, especially since I mistakenly used a corporate card which could have severe consequences. Could you please assist me with this matter? The app clearly stated I could cancel without a fee. If refunding the card is not possible, a credit toward a future booking with Marriott would suffice. I am deeply concerned about this situation and would truly appreciate any help in resolving it.