I was charged for a room on my credit card that my daughter had already paid for with her credit card for stay on 12/19/11. I called on 1/16/12 when I received my bank statement, and as of 1/19/12 funds have not been returned to my account. I need money returned immediately because we are retired and on limited income and we need to buy my wife's medication at the drug store.
Consumer Complaints & Reviews
We had a black widow in the room with her babies and dead cockroaches. We called the front desk that this was unacceptable. It interrupted our stay. Everyone in the room had to be ready for someone to come in and remove the spider and the cockroaches. Of course, that incident made our stay very unpleasant. This is not the first time we have experienced problems at this hotel.
We told them we wanted our money back and they did nothing for us. We will no longer stay there and will inform all of our friends about the unsafety and uncleanliness of the rooms that this hotel offers.
I was with Residence Inn by Marriott, Bloomington from 19 Jun 11 to 19 Aug 11. My original booking was until 20 Sept 11. However, on 14 Aug 11, I let Mr. Que ** (assistant general manager) know that I am leaving for India on 19 Aug 11. Hence, I wanted him to settle all my bills on 19 Aug 11. He agreed and I got a copy of the bill on my door on the same day. At about 12:00 noon, I checked out of the hotel and handed over a key to the front desk associate available at that time. I also asked her if I have any other formalities to complete to which she said, "No, you are good." Immediately after, I boarded my flight back to India.
On the morning of 13 Sept 11, I was shocked to see my credit card statement online with a hefty amount being deducted from Residence Inn by Marriott. I immediately called the hotel up. I was shocked to know that they believed I was still there in the hotel. I reminded Mr. Que ** about the incident to which he immediately refused saying, "I didn't understand that you were leaving."
I was completely distressed and I called the corporate office customer service. Ms. Melissa answered my phone and she was very kind and told me that the issue would get resolved soon. Since then, I have been following up with various customer service members who show me no hope. In fact, Mr. ** sent me photographs of the room insisting that he thought someone lives there (which I don't agree with again). I am shocked and distressed that they completely doubted my credibility, which, I assume, was one of Marriott's biggest USP.
I finally called your office of consumer affairs. A lady rudely said that the burden of paying was on me because I had left clothing, books and a few toiletries in the room (I couldn't carry them back to India as my bags were heavy). When I insisted that I had checked out and handed over the keys, she said that the hotel staff didn't understand me. I have spoken in normal English and am not quite sure where they didn't understand. She even told me that I was shouting with her (which I was not). She was trying to impose a fraud and not listening to me. She was not cooperating and pretty disappointing as a consumer affairs officer.
Now, I finally got an email from Mr. Que ** saying that he believes that someone occupied the room (although he believes that I left for India). Ms. Sara **, who is in JW Marriott, is blaming it entirely on me and telling me that the checkout procedure (which was explicitly not mentioned to me at the time of check in) is entirely my responsibility.
August 23-24, my husband and I stayed at this hotel. We had stayed here on numerous occasions in the past. We had both worked on an aerospace program in Fort Worth that required our presence in the area weeks at a time. We chose this hotel because it was always safe, clean, well-maintained and the staff was always courteous and helpful. This went on for several years. We never had one single problem until our most recent stay. We booked for a week, but only stayed two days. We checked out early because the hotel is experiencing crime and vandalism to their patron's properties. I spoke with the Fort Worth police about it and I spoke with the desk clerk, who admitted to me that it was a problem.
I asked her why they didn't advise their customers upon check-in that there was a problem. She said she didn't know. She apologized but could do nothing, offered nothing. Apparently, the hotel has no intention of addressing the situation. They just allowed their customers to be preyed upon by the vandals and crooks. We have been loyal customers to Marriott, but they didn't return any of that. They instead knowingly put us at risk, our very safety. During our two-night stay, we witnessed crime on both nights. The hotel has gone down since we stayed there all those months. Marriott is obviously using it as a cash cow. They are extracting every penny they can get and returning nothing to the once beautiful and safe area that provided comfort to so many during their stay away from home.
The furniture is worn, the breakfast frozen fruit was disgusting. We couldn't even depend on the little things we once took for granted like printing our boarding passes from the business center. Yes, the printer contained no ink. The staff doesn't care. The hotel wants a high price for these rooms. When we pay well over 100 dollars a night for a hotel, we expect some sense of safety. This is not true at the Fossil Creek Residence Inn. Think twice before you shell out big bucks to be vandalized. The hotel staff is well aware of the crime and they choose to do nothing about it. They should, at the very least, inform their customers that if they stay there, they are subjected to being victimized by crime.
Our reservation was changed from a 2-bedroom suite to a studio room without asking us or giving us the opportunity to find an alternative hotel. The staff were extremely discourteous in their responses when we inquired about the change, in fact, outright rude. The manager refused to speak with my wife even when Mrs. *** requested audience with the manager. We could hear the manager through the open door of her office telling the front desk person to just tell my wife that they will give her a complimentary voucher for dinner, as though she must be a starving black woman seeking a soup kitchen hand out. We were charged rates higher than our original contracted amounts for each night. My original confirmation number for this reservation was ***. The original rates were$169 for the first night and $218 each night thereafter (I have AAA and Marriott rewards member).
We had walked in for a room. We talked to the young lady Juana and she said there was one room left. I got the room. My family and I walked in, not even 5 minutes and they were complaining about bites on their legs. It was flea infested in the room. We had red marks on our legs and getting bigger. We also had an infant, my two son and daughter and my son's wife. We took pictures and recording of the room. We traveled to enjoy ourselves and lost a whole day looking for a room. The marks are getting redder, I can send pictures and recording.
I had a recent stay at this hotel on June 8, 2010. I went to check my bank statement I was charged on June 14, 2010 a seperate charge in the amount of $267.50. I called to find ot what the problem was because the payment for the stay had already been deducted from my account. I was told it was a smoking fee. I am not a smoker. I have never been a smoker and nor did I have any guest in the room that smokes. I asked to speak to a manager. I was told that there was no manager available to speak to. The young man, stated that he would have someone to give me a call. Instead of the manager calling me back, they had the employee to call me back stating the charge would remain.
I asked the gentleman to please have his manager to call me back. I never received that call. I called back and spoke to the operations supervisor and he ws of no assistance. I reminded him that I had at least four previous stay with this hotel in less than 3 months and I never had this problem before because I am not a smoker. He was told me that it had been verified and that was the end of it. I am very dissatisfied with service and treatment that I have received from this so called management. I will never stay with them again. That may not mean much to the staff; however, I am employee of the federal government who travels frequently and will let my fellow co-workers know about the treatment that I received and the unfair charges to my credit card.
Our credit card experienced an unathorized charge effected by one of their employees (front desk) by the name of Rachel. The manager (Mrs H) was notified, to no avail. Manager has reneged and will not credit the unathorized charge (unethical business practice). We will futher notify Marriott management of this practice.
At most Marriott's, they end breakfast at 10:00. However, The Residence Inn in Dayton ends their breakfast on Sunday at 9:30 even though they know that most customers will want to sleep later on a Sunday. After dragging ourselves out of bed we were shocked and disappointed to learn that they really end breakfast at 9:15 because when we came down at 9:15 The food was gone and no one would put out any more food and the eating area was in shambles. In addition, when we checked into the hotel they did not have any sheets in the room for the pull out sofa. The hotel is beautiful, however my guess is that many customers will not return based on the poor customer service.
On this rainy day on Jan 16th 2009, I reserved a room at the Jackson Residence Inn Marriott and thought I had made a reservation for two beds in the room. When I checked into the room, it only had one bed in it. When I called the front desk, the clerk said that I would have to come in the rain, to the front desk, to get a new room assigned. Earlier, when I was checking in, I had asked her if she could give me a hand in carrying the baggage to the second floor of building 4, and she said, "No".
Later I called her and told her that there were no tea bags in the room and if she could get some for me, and she said "No." Again I called her a few minutes later and told her that I had really asked for two beds in the room, and that there were no extra sheets in the room, no extra blankets in the room with the pullout couch, no extra pillows in the room, etc. I asked Raynita if she could get some for me, and she said "No." I was very disappointed with her answers but continued to let it go.
Some 30 minutes after the last conversation, Ms. R calls me from the front desk of this Residence Inn Marriott and confronts me. In no uncertain terms, she questions me. Behind her, I could hear her manager yelling at her to tell me things. Raynita repeats it to me, like I was her watchdog.
Ms R asks me, "You had called me several times earlier". I reply, "Yes, but you could not provide me a satisfactory answer for anything I asked for". Then she repeats what her supervisor is telling her (and I can hear the supervisor yelling at me). Ms R tells me, "If you are not happy, you can leave the room, and I will be happy to to give you a refund". I tell Ms. R that what she needs to give me is a discount not a refund. She tells me, "I cannot give you a refund, but if you want to leave, I will be happy to refund you your money". And Ms. R voice starts to change. I soon realize that she (and her supervisor) are now screaming at me. I ask Ms. R, "Who is that screaming on the background?". Ms R replies that it is her manager. I then hear Ms. R's manager yell at her saying, "He can check out if he wants to". I tell R that I do not appreciate her manager or her talking to me in that tone of voice.
Ms. R then tells me, "If you are not happy here, I will be happy to give you a refund." And then here comes the worst part. Ms R then tells me, "I can't have you calling ma all night long." I tell Ms. R that I am a former employee of Marriott Headquarters and have the means to report her plus her supervisor, to the Marriott Headquarters. Ms. R was fine with that as well. I am now reporting this bad experience to you here in this forum.
I do not believe that I have experienced a worse Marriott than this before. It looks like this employee (Ms R) and her supervisor, has this very bad African American approach to treating their customers. Needless to say more, I shall leave it at that. They neither used professional courtesy nor good language while communicating to me. I was very disheartened and unhappy with the way I was treated here by them. Needless to say, I suffered through the night without a pillow, a sheet and a blanket, while sleeping on that painfully hurting pull out couch. I will never stay at this Jackson Marriott Residence Inn again, and I shall not advise anybody else to stay here also. It is the worst Marriott ever.
I was pulling out the couch bed and cut my thumb on the metal of the bed, and began bleeding. The cut was pretty deep and it bleed profusely. I went down to the front desk and ask the young woman for a bandage, and her reply was, " you can buy some from over there off of the wall, oops I am sorry, there all gone.' I asked, don't you have a first aide kit. she, answered no we do not. I have a scar, and my thumb bled most of the night
I booked a room at the Residence Inn in Avon, CT. It was parent weekend and we drove over four hours to see our daughter at college. While the door to the room was clearly marked nonsmoking, the overwhelming smell of smoke hit us in the face before we were even through the door. We called the front desk and asked James if we could switch our room. He said they were fully booked and they couldn't change rooms. But, he would sent up the handyman.
The handyman agreed that the room reaked and offered us a handicap room. We wanted our daughter to spend the weekend with us and the handicap room offered no privacy so it wouldn't have worked. Even though these rooms may have been fully booked, they were not yet fully occupied. I don't understand why we couldn't move and then they would have had time to refresh the air in room we were in. The ability of the employees to rectify a problem in this hotel is nonexistant. These people have no idea what the word customer service means. Happy customers come back again and again to see their kids. This customer will never come back.
My daughter nevered stayed with us because of the smell. She is four hour away from home, so we don't see her often. We had plans to stay together all weekend. My husband has multiple lung nodules for which he has a CT scan every year. This smokey room can't be good for him.
I stayed at this hotel for a recent conference in Toronto. I opted to use the hotel valet service. Handed my keys to the valet, car was intact, no damage. Retrieved the car two days later, drove straight home and discovered that the front bumper cover was cracked and there was extensive damage to the undercarriage and wheel well liner. Contacted the hotel immediately and after some 5 weeks they are refusing to accept any responsibilty for the damage.
I sent digital photos the day I arrived home and have been in contact with them weekly to no avail. I am now on the hook for $1500.00 damage that I did not do. There was no vehicle inspection by the valet either on accepting the car or returning it to me.
$1500.00 damage to the front end of my 2005 Nissan Quest.
On Sept 2nd we arrived at the Residence Inn Marriott. On Sept 7th, my daughter gets out of the shower and tells me there is bugs in her hair. I go thru her hair and saw that it was head lice. Ran to the store to get lice shampoo and my husband was ripping thru the hotel room to see where she could of gotten it from. When he tore off the pillowcases on the bed where she was sleeping, there was lice all over the pillows. After I shampooed her hair, we packed our things in 5 minutes, and left at 1:00 A.M.The manager of the hotel offered no help whatsoever.
For 3 weeks after I've been working like a dog to get rid of these lice. Going thru her hair every day(and she has long hair!), doing the wash after wash, never stops, my washing machine has not stopped running after going thru 3 bottles of Tide. The Marriott replys that they went thru the room and found no infestation. How conveinent after the room was cleaned.
Besides feeling like we all got the cooties (everytime someone itches you think its lice!), they cost me 3 lice shampoos and sprays, 3 bottles of tide, the enormous water and gas bill I'll be getting from running the washer so much. They also ruined my vacation because it was cut short. We were supposed to go to Boston after N.H., but we had to come home and de-lice everything.
I'm a travel agent and I did research on this hotel I thought it would be a great hotel for my family reunion. Our family reunion was booked there from 07/19-07/23/07 anyway our family was put out the pool early because we were told we were too loud. I've never heard of a lot of people being in a pool and it was quiet. But then the hotel continue to let kids of a different race stay in the pool.
My family requested to check out early and have there money back in cash because they paid cash and was told by the general manager that they would have to receive a check it's now 07/20/07 @ 2:14 p.m. and he tells them the hotel doesn't have any money to refund them cash he would have to mail a check.
I've worked in 6 hotel @ the front office and knows very well that every hotel has cash. I would like to have a refund for the night my family traveled from Chicago to Birmingham and was put out the pool before closing time. There's no written policy stating you have to be quiet in the pool and you have to receive a check because the hotel doesn't have cash on hand.
We booked about 50 rooms or more at this hotel for this special day only to be treated like this. I booked my family at the Sun Suites Hotel a mile away and I'm having problems getting them their refunds. I will fly down there next week to file a suit for discrimination and refusal of refunds if nothing happens soon.
My daughter who turned 21 on June 8th, had reservations at the Residence Inn at the Oxnard River Ridge, she checked in sometime on Fri. June 8th as she was celebrating her birthday. At the time of the check in she was told since she didnt provide the gift certificates, she would have to give them a credit card. The only card she had with her was my Visa ATM, and that was submitted to secure the room until checkout which was supposed to be on Monday, June 11th.
She was handed a form in which she was asked to sign stating she would not have any parties or loud noises in the room. But unfortunately she signed it with just a glance over and never had the actual importance of the form pointed out to her. On this form it states she would be charged an extra $500 for any damages, or disturbances that took place during her stay at the hotel.
Sat night she had a party to celebrate her birthday and unfortunately had some uninvited guests who would not quiet down and the security had to be called. They told her that she had been given three warnings and the last warning she and her friends were evicted from the room.
This was approximately 11pm and she was in tears over this disruption of her celebration and the rudeness of the security officer and night manager of this hotel. I called to make a complaint to customers service and they passed my complaint onto the General Manager, of this particular hotel, in which he refunded $196. for the night she didnt stay. I went to the hotel today to give them the gift certificates and spoke to him about this situation. And he was not very congenial at all with the situation that had take place at his hotel.
Now I have personally stayed there on many occasions and never have been asked to sign this form. Three years ago this same young women graduated from high school and had her party at the same hotel. I too celebrated my 60th birthday and never saw this form. I am protesting the fact that anytime you sign a legal document? the main information is always outlined and you are provided with the form. When she asked to have the form, they refused her and told her she would have to wait until Monday.
I was staying at the Residence INN in Pourtsmouth, NH on March 16-18 2007 and during our stay it had snowed. While they were plowing the parking lot they ran into 1 of my vehicles. I had an estimate done on March 28 for approx $3200.00 worth of damage. I sent this to the hotel. I then contacted the hotel Manager on March 29 to confirm she had received the estimate and she confirmed that they had received the estimate. I was told at that time that she would contact me in a couple of days to let me know what was going to happen.
I then waited until April 4th and contacted the hotel Manager and she told me that she had sent this to the corperate office and has not heard back. I then called the Marriott customer care and exlpained the situation. They then contacted the hotel manager and she out right lied and said she had received it until April 2nd, she then retractred her statement and said she had received it on March 28th.
Since then I have been in contact with Mr. Marriott's consumer affairs department. I was told that they would pay the estitmate if I signed a release form. The problem is the estimates states that due to not be able to open the door they could not assess all of the damage and that there may be more damage once they start the repair. So I informed the the consumer affairs department I could sign the release form until the vehicle had been fixed. Then April 24th I was told by the consumer affairs department that a check was being sent out to cover the cost of the repairs via DHL.
I then called the consumer affairs department on April 30th to inform them that I had not received the check. I was then told that the check would be released when I signed the release form and agian I told then I could not sign the form, if they find other damages I would be responsable to pay for them and that is not acceptable. They then called me back on May 1st and said they would be going thru thier insurance company and I should here from someone in a couple days to arrange for an estimate. It is now May 3rd and I have not heard from their insurance company and have left messages for them to call me back and I have had no response.
This past weekend Residence Inn Manhattan posted a rate of 24.90 or 26.00 per night for 7 day stays or longer. Myself and others booked these great rates and now Marriott will not honor the errors as they call them even though they stayes up for a substantial time. Not really offering anything in the way of accommodation they are just going to cancel the reservations and leave a lot of people hanging.
Some people got emails explaining the errors and others did not (probably based on the method of booking, Travelocity, direct etc) and will be in for a surprise when they show up and Marriott informs them they have no reservation even though they required us to confirm our credit cards and gave us a confirmation #s as below.
This is just unacceptable behavior on Marriotts part. I have xed out the personal information of the conformation email that is supposed to be guaranteed according to Marriotts on admission but June the inventory manager feels other wise.
It was such an unpleasant experience during my stay at 'Residence Inn By Marriott Salinas' from 9/16 - 9/18 that I have to say something about it.
When I first checked in around 1am on 9/16, the night clerk gave me the key that didn't work at all, I couldn't get in through a side entrance not to mention into my room, and I had to drag all my luggage all the way back to the front entrance, it was not until that moment did he come up and told me 'I'm sorry, I messed up, and I will make it up for you'. If he already knew he gave me the wrong key, why not find a way to solve it until I approached him. Btw, my room number is 219.
The worst thing happened on 9/18 Sunday, around 9:10 am I was packing on the bed to prepare for my flight at 10:56am. I didn't cook anything nor did I do anything that would trigger fire detector. Then all of the sudden, without any reason or warning or indication, the sprinkler overhead broke into pieces and fire alarm was set off and powerful water streams began to pour down. As quickly as I could to remove my stuff away from the heavy rain, my suitcase was all soaked, as well as all my clothing in the nearby closet and on myself, shoes, books etc.
Couple minutes later, firefighters came as well as one hotel attendant; they managed to turn off the water downpour and began to inspect the sprinkler. Then more hotel personnel came, and they began to vacuum the water on the carpet and started talking about get a company to re-carpet the room, replacing the mattress. Nobody seemed to realize that I am the victim in the incident shivering there cold and wet with a suitcase full of water, everything inside soaked, and a nasty wardrobe and a flight to catch, and nobody seemed to care.
About half an hour later, one of the firefighter out of sympathy asked me 'DO you need any help here or need anything?' I almost cried out ' I need a lot of dry and hot towel to dry myself and my suitcase, and could somebody helped me dry all the clothes hanging in the closet, and I have a flight to catch.' Then the hotel guy told me they didn't have laundry services on Sunday, the only thing they could do is to blow-dry my clothes. Around 10am, I was taken to another room, and was given some hot and dry towels. By the time, when my clothes was finally returned to me by the guy at front desk it was already 10:10-10:15am.
I collected myself and checked out in such a hurry that I didn't have to time complain on the spot, since I don't want to miss my flight. Unfortunately, I still missed it. As a result, instead of arriving home on Sunday night around 9pm EST, I ended up being routed to another city and then took the red-eye to arrive home at Monday 9/19 morning around 9am EST. Since my rental car has to be returned, I was literally stranded at the Monterey airport for more than 8 hours.
During the whole process, shocked and dumbfounded at first, then feeling cold and wet, and feeling sad about missing the flight and trying to sort things out for the completely disrupted schedule, none of the hotel personnel approached me with some warm comfort nor with any apology and offered any help. I am very disappointed with the situation.
Marriot is known for its reputation as a leading worldwide hospitality company, which is one of the reason I choose to have business with it. If Marriot could not handle their customers who stay on lodging properties with care and respect, I will definitely make other choices when it comes to decide where to stay next time.
My wife and I stayed at the Resedence Inn In Parsippany NJ. on Dec 31st and it was a horrible stay, the staff was very rude and the clerk at the front desk came from behind the counter and threaten my wife, after a verbal altercation with her and another employee. The bedding was dirty and staff would not come up and bring clean sheets. The refrigerator was not that cold and the ice maker did not work.we were also approached by a intoxicated worker with no shoes on in the middle of the night, she had no uniform on and also had no hotel ID.
After going back and forth over the phone with the hotel general manager and Mr. Marriott's personal advisor my wife and i was basically told that never mind all the complaints that we had, we were in the wrong because they said we were making to much noise at twelve midnight on new years eve.
