Complain about a product or service

Marriott Hotels

Leureuna of Prince George VA (07/01/08)
My church blocked some rooms for an event on June 28 ... this was a block and not a guarantee for the rooms. The understanding was if no one called in for the rooms by a week before the date, they would be released and we would not be charged. The receptionist said a credit card was required to block the rooms and that if no one called for them before the date, they WOULD NOT charge our credit card.

Well, guess what? They charged us! A Wopping $940.00! They have yet refused to honor their agreement not to charge. The person who accepted the reservation and made the promise is no longer working there so it is difficult to go to them and ask them to verify. The bottom line is that Marriott will never see my business again - ANYWHERE!

No family I know can afford to throw away $940.00

Mary of Washington DC (12/09/07)
I forgot my backpack containing work papers and camera in its case at the BWI Marriott while attending a meeting sponsored by one of the federal agencies and I had stayed in the rooms especially booked for the meeting. When I first called to determine if my belongings had been turned in, I was told my name was not on the records. Eventually they round a record and said my belongings were in security, including my camera and that they would ship them. When they arrived, my camera case was in the backpack, but not the camera, batteries, instruction materials, and battery charger. Being a digital camera, the photos of my 25th wedding anniversary were still in it. They accused me of lying and that I wanted another camera. 

I made a police report and then worked with the claims department who read me the statute, but said they would refund my $5 tip to the maid. They claimed no liability, but reported that their records indicated that my backpack had not been turned in for several hours. They would not release their records citing proprietary information. The camera case still contained my business card, but the hotel made no effort to contact me. They claimed that all had been secure in their 'security office' and that I must have my camera and that it couldn't have been stolen. With continued efforts, they claimed they had no legal liability, but wanted to know what I would want.  I wrote JW Marriott, and they continue to claim no liability. I have since purchased a new camera, but I have the emotional loss of losing the photos of my 25th wedding anniversary, which cannot be replaced. I asked for an expense paid vacation to replace my loss, but they say they will cover for my camera only. They did not mention that the instruction materials, batteries, memory card, battery charger, etc. were taken.

I believe that Marriott is negligent and not being truthful nor transparent, and that their actions encourage theft by their employees. I am gravely upset and disappointed. I can afford to replace my camera, and not committing a scam for them to replace it, as suggested by their insurance agent. This is insulting. I have never been treated so shoddily by a hotel establishment, and am also a member of Starwood and Hilton. I have traveled overseas and both my belongings and self been treated with respect.

Alyson of Framingham MA (11/09/07)
I stayed at the Marriott hotel (in downtown Hartford) for one night on 10/28/07. To give you a brief timeline of the situation, I started to notice a red mark on my wrist on 10/29. I just figured it was a bug bite and not a big deal until it started to spead down my arm. Over the week, it spread to other parts of my body. Over the next week, I noticed it started to spread to my legs, my stomach and my back.

I went to the doctor first thing Monday morning (11/5) when they told me that I had Scabies. They asked me if I had traveled recently or stayed in a hotel. The only place I have stayed in the last month was the Marriot hotel and this started the day after our night there.

I am a very clean individual and to have this happen is just simply disgusting and horrifying. I was not allowed to go to work Monday because I was told I was heavily contagious. I needed to treat myself with insecticides to get rid of the mites living under my skin.

I got in contact with the hotel the week after and Robert S, the Director of Operations called me back and gave me his direct line. He finally returned my call on Friday 11/9 and told me there was no way I contracted this infection from his hotel and that they were not compensating me in any way. My husband stayed there as well and had a few spots on his body, too. He was treated with Elimite the same time I was.

Because of your hotel, I lost a day of work (unpaid) and have monsterous red bumps and streaks all over my body. I lost a day of work which cost be about $250. I had to pay for a doctor's visit and medication as well as the hotel room which was about $144. I am left with enormous spots, streaks, and welts on my entire body. I find it hard to concentrate at work because I am so itchy.

Bobbi of Mission Viejo CA (01/10/07)
I am a 59 year old female American business traveler that travels alone in the UK often. I have stayed often in the Marriott Marble Arch Hotel. In December, 2006 I arrived late around 2:00 a.m. at the Marriott Marble Arch, I was told by a security officer that the valet was gone and I couldn't park my car in the driveway (even to unload luggage) but must go underground to park my car by myself. This parking lot is several levels underground with many doors and hallways. There is no security in the lot and I felt very frightened at that hour in downtown London to be down there alone.

The security officer did NOTHING to help me. In fact, he was rude beyond measure, I had to fight with him just to get him to finally let me drop off my bags in the lobby. He was much more concerned with scolding me because I was in the driveway and that this area was reserved for taxis at that time of night (however, there were none in sight at the time). His only concern and, I repeat, only concern was with protecting the driveway not me. It was quite obvious to me that this was what he understood his job to to be.

It would have been very easy for the security officer to follow me down to the parking level or accompany me as I parked my car myself. I can assure you that this man had no thoughts of protecting me. The only time he went down to the garage was AFTER I came back up alone. I got the feeling that he felt that he was the Sheriff and wanted to be sure I had parked in the correct space/area. This man was poorly trained, had no social skills and spoke very poor EnglishI could barely understand him.

Its my belief that Marriott just hired the cheapest labor they could find for late night security and probably spent no time in training this person for the job. What is a security officer for if not to make your guests feel secure?

Lauren of North Bellmore NY (09/26/06)
This place (Melville NY) was AWFUL! A block of rooms were blocked for my sister's wedding, with the understanding that there would be a bar open for us to continue the celebration. Not only was the bar not open, the people behind the desk were rude to us about it, and extremely unhelpful in trying to rectify the problem at hand. Our goody bags were given away to the wrong people, tossed, or eaten by the staff.

All of the bride and groom's time, money and efforts were wasted on the goody bags that never were distributed! Needless to say, we were too upset to stay (the bride left in tears!), and were promised that our credit cards would not be charged! Or so we thought....they were! $141.10 later, and no hotel stay, we were in deed charged for the stay that never was!

Oh, and good luck getting help from the manager or group sales representative - the manager's are unavailable to speak to you and the group sales representative doesn't care either, in fact she laughed in my face numerous times during our telephone conversations!

Sheila of Birmingham AL (10/18/05)
No refrigerator available for my medicine. Service was slow through out the whole hotel (in Winston-Salem NC). Desk in room had sharp staples or nails protruding from it. My son and I got injured(I'm a diabetic on blood thinners).

It took a long time for me to get the hotel services that I needed. I risked getting an infection and losing blood from my injuries, and I was treated by the city's local EMS.

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