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Marriott and SPG merger really screwed SPG members. We paid over $1,200 for 80000 points through SPG. We were told the points would never be devalued. Well they were. Marriott charges thousands more points per night than SPG. For the same hotel we booked in August 2018 last year for 3166 points per night or (22,000 points for 6 nights) costs 125000 points for 6 nights through the Marriott. Same dates, same hotel...I doubt inflation went up that high. So we formerly could get 24-25 nights and now can only get barely 4 nights through Marriott. So upset. It’s like grand theft by a big company taking advantage of ordinary people.
My husband has been a Quarter Century Employee (which means he had over 25 years with the company) and you can stay at any Marriott property for free. He has had it for over 5 years and now as of Jan 1, 2019 they no longer honor it. We got no prior notice and get this now they show he's only had 22 years instead of 25. If he had not been there for 25 plus years how did he get it from the beginning. I have tried called the corporate office and keep getting the runaround and not real answers. It's just not fair to have something just SNATCHED from you that you were promised.
My complaint involves both the manager, Erick ** and general manager Kimberly **. Mr. Ronald ** and I were in town for the Arnold Sports festival. He is one of the athletes that was competing that weekend. Thursday morning as he was waiting for me in the lobby he fell asleep and was woken up by Kimberly ** who informed him he cannot sleep there. He explained that he was waiting for me and dozed off. Shortly after that I arrived and he explained to me that he was woken up. Neither I nor Ronald saw anything wrong with the fact that he was woken up but what followed is what has caused us stress during our stay and made us feel incredibly uncomfortable. Maybe five minutes after he was woken up Mr. Erick ** approached us without introducing himself. He asked for our last names and after I provided that information I asked if there was a problem.
He then continued what felt like an interrogation by asking if we are guests and what room we were staying at. At this point I still had no idea who I am speaking with. It was very clear from his tone of voice that he assumed we were not guests and that he viewed Ronald as a bum who snuck into his hotel. I became very upset by the way we were approached and how big of a deal was made out of a depleted, sleep deprived athlete falling asleep. Mr. ** stated he absolutely cannot sleep in the lobby, which is what Ms. ** had already stated. That issues should have ended when Ms. ** first approached him but instead it kept going. I asked Mr ** if Ronald broke any laws by dozing off to which Mr. ** replied "This is it. You guys are being kicked out. Get up and leave!"
He left and less than 5 min later he returned with a complete different change of tone. I can only assume that he checked and realized that we truly were paying customers. He then said to me "Ma'am you have to understand that a week ago someone stole a TV from here." Why do I need to understand that? He telling me that only implies that he viewed Ronald as a potential criminal. If the entire city was not booked up because of the Arnold Sports Festival, we certainly would have left. I am certain that if Ronald was a ** male, dressed in a suit and tie that he would have just been woken up and that would have been the end, but he is a man of color with a hoodie on and therefore treated as less. I am certain nobody will admit this but this was pure racial profiling, which caused him as an athlete unnecessary stress.
Later in the day he wanted to go to a nearby gas station and I asked him to take his hoodie off and not keep his hands in his pockets so he does not come off as threatening. I only felt that way because of the way we were treated. I spoke with Ms. ** on Monday about this and she never apologized or acknowledged any wrongdoings. The only thing she kept saying to me is "I am sorry you are upset that he was woken up." I again want to make it clear that is not the reason why I am upset. What's wrong is wrong and I would like this rectified.
Mr ** and Ms. ** are representing Marriott and lending the brands reputation to accepting racial profiling and allowing for a toxic and dangerous atmosphere within their hotels. No matter the color of ones skin, education status, socio-economic status, every paying guest MUST be treated with respect and we were NOT! They must train their staff how to treat human beings. These individuals failed at the bare minimum of human decency and given neither understood what they did wrong shows the need for training and education within Marriott Hotels. Hotels are known as your home away from home and home means sense of security and peace which Ronald and I were robbed of as we did not know if another ignorant and blatant attack would be made on us.
Over the past 2 (maybe 3?) years the Marriott online booking experience has never worked for me... I have stayed in Marriott hundreds of nights, & can't get one reservation online. The past year, I find a room available online, only to get an error message when I try to reserve it. The past year, when I call the reservations worldwide, the room is suddenly not available, even though I am looking online, where it is still available. Multiple complaints to the customer support have gone unanswered. By the way, their points system is crap, too. Most of the rooms available online (with points) are not available when you call the reservations worldwide. Bait & switch? I think it's time to change my preferred hotel brand.
I had an incident with the AC Hotel in Asheville, NC in regards to a miscommunication with paying for parking. I was charged double the amount and asked if they'd be willing to refund one of the payments. They advised my request would be sent off to the appropriate department and I never heard back. I followed up numerous times via phone and email and still have yet to be acknowledged after over a month. Enjoyed the hotel but makes me weary to stay at another Marriott location.
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I would have given zero starts if possible. Checked in. We brought our bags up to room 207. Husband went to sit on toilet (he is a large man). Toilet then leaked, turned off water & we went downstairs to notify front desk of leak and that we turned off water, needed another room. As all of our bags were still in the room, they would not allow us back into the room. Spring Hill Front desk woman hostel, called cops saying I was belligerent. Cops friendly, used to her calling for no reason. Cops did not ask for our IDs. Cops gave us ride to next Marriot Hotel (Fairfield). Fairfield checked us in.
My purse, our overnight bag, and left-over food was in the room, including my wedding ring, custom jewelry, & husband's wallet. I always remove my jewelry at night. I clipped my wedding ring on my Epilepsy Alert bracelet (I always do). My wedding ring w/ my great great grandmother's Holocaust diamond. My mother's two diamonds next to it on a custom designed ring. Second band had diamond my husband bought.
The housekeeping called down and said our room was flooded and they would bring down our possessions. After the housekeeping manager came down, we asked about room being flooded, he responded stating that our room wasn't really flooded, the water was turned off & he was able to suck up water was in the bathroom, & put down bath drain. We were able to gather our possessions. We were allowed back in room. My wedding ring was missing, along w/ wallet. HK manager said nothing was found. He seemed to have a lying smirk on face.
I reserved a room at the Marriott Courtyard, Saint Louis Park, February 14th, 2019. The first thing that grasped my attention was how helpful the staff was. They were immediately willing to guide me where I needed to be. But, more than that, through clear instruction, able to get me there. As, I strolled through the lobby there was an extreme attraction to cleanliness, organization, and elegance. 3 different style seating areas; useful for your imagination to see fit. Satisfy your hunger, swiftly, with a quick snack or go just down the hall to the restaurant. Then, quick access to spacious, speedy, elevators.
Hallways on the way to room entrance large and clean. Magnetic key for quick and easy entrance. Now, inside a warm comfortable room, first thing to hit my eyes, a huge chair, w/ meal tray. I easily wanted the chair for my very own. I looked around and was trapped, I did not want to leave… Upon further exploration, nice comfortable bed, made properly. There were extras… Coffee Keurig, Refrigerator, iron w/ ironing board and hairdryer.
Then, I went into the bathroom. I never saw anything like it. The shower was bigger than a normal bathtub. There was a smooth sliding door. While in, there was a beautiful sound as the water danced against the unusually large stainless-steel drain. Towels and personals displayed in an extremely inviting fashion. These just a few of the outstanding features I found in a smaller affordable $150 room. The atmosphere was phenomenal! Thank you so much for a relaxing night…
I reserved a room in January for business. I received my confirmation, which indicated reservation guarantee. I arrive to the Residence Inn Long Beach at 600 Queensway Drive only to be told they overbooked and will be sending me to a Holiday Inn. WHAT??? How does a Marriott customer that has a reservation guarantee get moved to a Holiday Inn??? Not only a Holiday Inn, but one under construction in a shady neighborhood. Really Marriott. I call corporate once I arrive at the suspect Holiday Inn only for George (wouldn't give last name or employee ID number) who is suppose to be a manager. He could not explain why I am at a Holiday Inn. His solution was pack me up again and move me to a Marriott 30 minutes away.
No GEORGE! WRONG ANSWER! He ultimately hung up on me after creating a "case" for me explaining prior to hanging up that I'll get an email in 3 days. Sure I will "George". Bottom line is Marriott does very little to address the overbooking they seem eager to engage in. Very customer focused. Another example of their less than stellar accommodations and service. I'll take me and my corporate dollars to the Hilton. Sincerely, Disappointed VP of Education.
Upon check in, front desk staff rude and very unhappy. If you need anything during the night, no one works the desk. Halls and stairs to room were filthy. Mattress felt damp. Hallways not vacuumed. As a guest I felt treat like a child. Needed cards for towels, half the time an attendant was not even at the hut. Front desk staff not trained. Rude and condescending. Save your money, you will receive better service at a Motel 6.
I stayed at this property from 01/11/19 through 01/23/19. I would never recommend this property to a friend or colleague. In a total of (13) days I was stuck in an elevator and I had to take a cold shower two days because of broken pipe problems. The rooms were filthy and the maids were lazy. I found out that every room in this hotel was pet friendly. There were no rooms that were not animal friendly. I found hair throughout my room from previous animals. In the (13) days I occupied the room it was mopped and vacuumed one time. The maids come in and make the bed, replace towels and toiletries and are done. I encountered a stopped up sink, beeping from the closet's air conditioning unit and a constant flashing light from phone showing I had a message but I didn't. The staff was clueless as to a fix and asked that I wait until maintenance arrived on Monday and this was Saturday.
The final straw was when I came in from work to find personal property of mine removed from my room and discarded. This was done without any advance notice given or permission granted that they would be entering my room that was rented. This hotel has a total disregard for their patrons, their patrons wishes and their continued patronage. Instead they are thin skinned and self absorbed and plain rude. I have traveled and honestly stayed in 100's of Marriott Residence Inn's and this was is the absolute worse ever. I have never encountered such a disregard and disrespect as a patron of an establishment. I will never stay here again. I was never given an apology about any of the above circumstances and instances.
I stayed at the Dearborn Inn recently and left shaking my head. I have stayed there several times but this time it was obvious they had a new GM who just doesn't care. After several attempts to get an issue resolved, the front desk staff promised to get the GM involved who would follow up... Not a peep. Then, I have brought my concerns to Marriott Customer service, not once but 4 times, again not a peep. I am not sure what has happened to the brand but my guess is since their merger with Starwood they have a serious problem. Too many options out there to put up with a Company that does not care about their customers. I even told Marriott I was not looking for anything other than confirmation that the hotel Management was aware...and still...not a peep...very sad.
Broken freezers, no room service. Manager named "Abdul" was immediately aggressive and confrontational. Forced valet parking $50.00 immediately! The Marriott management solution to make it all right..."unlimited bananas from the breakfast bar." I'm not afraid to spend money, but I've spent less for better facilities and far better service. I won't give Marriott another dollar. BTW... been in hold for 27 minutes to speak to a service rep on their 1800 number. Must be busy with compliments!
I applied for a Chase Marriott rewards Premier Plus card via marriott.com (where the offer was initially made) ** and then I was redirected to Chase on the 21st of December of 2018 (**). Application was processed and approved as per online application. It was then stated that I was going to received the card in about 7 business days. I now today 1/3/2019 access my account and noticed an annual fee was applied for $95 when the offer I applied for was for a $0 intro annual fee for the first year, then $95.00 after the first year has passed and a $200 credit after first purchase within 3 months from account opening.
I contacted Chase today to verify what is going on and the first agent mentioned the offer is not valid online via Chase at it seemed the site may have not updated it on their end and therefore being an old offer and the other answer was that they don't know what happened and that I was redirected to another site that wasn't offering the promotion. As a banker myself and working as well in compliance this is an unacceptable answer.
I spoke to the supervisor Karina and I mentioned to her my credit was ran therefore affecting me as an individual because it was ran for a useless purpose. She stated there is nothing she can do and cannot give the $200 credit offer nor reverse the $95.00 fee. It is upsetting that such a huge company could care less for their consumers and needless to say have consideration and accept the responsibility of their incompetent system if that is the case. I take this personal as I am a person with a good withstanding credit and I would have not applied if it wasn't because of the offer was there. To me this is false advertisement and misleading as once again I applied mainly to take advantage of the offer being made otherwise I would have not applied.
On December 24 at 3:30 PM, I cancelled a reservation at AC Marriott and attempted to book Springhill Suites, a Marriott hotel closer to family. During the conversation with reservations, I was told the room rate was $87 and provided a full amount for our stay of **. The Marriott representative was having trouble with his computer, and I said that I could call back later. He thanked me. Later that evening, I called Marriott to book Springhill Suites. I was given a higher rate. I explained to the representative that I was provided a lower rate, but that rep said that he couldn't do anything about it. This is the price. We needed a place to stay, so I booked and figured that the cost would get sorted out. As Marriott claims on their website to honor the lowest rate... in this case, it was the lowest rate that Marriott provided me.
Upon return from our travels, I contacted Marriott. The response was initially great, the person I spoke with identified the need to escalate my call and that representative assured me that the matter would be resolved. Upon "escalation" of my call, the experience quickly went downhill. The representative in the "escalation" department replied to me... "you didn't call right back? You called a few hours later?" In a tone that was accusational. There was no indication during the first call that there was any immediacy in my call back. Upon my response, the rep disconnected the call. I called again. After all the robo prompts, I was connected to a rep. This rep wanted me to tell the story again. I asked to be connected to the escalated department. Got disconnected again.
Third call. Once I was connected to the escalation department... on hold for 26 min., I was connected to a rep. The call lasted over an hour, and was not resolved, nor was the situation understood. The customer service rep was defensive and rude. I am now awaiting a manager from the Springhill Suite location to call me to resolve. The issues at Marriott are concerning. The technology at Marriott is clearly not working adequately on any level. The customer service team is in dire need of training. I will update my review if the issue is resolved. Zero stars.
We attended an event Dec 14 at Westin Bayshore. We Valet parked our vehicle overnight in their lot. We picked the car up with damage. We honestly believe was done while being in the hands of the Valet. I spoke with the front desk manager, Alessandra. She was very rude, unhelpful and didn’t seem to care at all that our vehicle had been damaged on the hotel’s property. She had a really oh well not our fault, can’t help you and don’t care attitude & rudely directed us to handle the matter with West Park. Worst experience ever. We have been getting the runaround and still no resolution with West Park so I called back in and spoke with her again inquiring about video surveillance.
To my surprise she was no help and I had the same horrible experience with her, leaving the conversation more upset than when I called in. I would definitely not have such a rude and careless individual labelled as a manager in the hospitality industry, especially not the front desk. I would never recommend this hotel to anyone after my interaction with her and I would also highly suggest to make sure they do a before and after damage check with you like they are supposed to. I will file a formal complaint to the general manager Martin **. Though we didn’t rent a room there the night our car was valeted we did attend a large function in the hotel with several co-workers who did.
Previous to this incident our family members from out of town and ourselves have rented rooms at Westin Bayshore and are loyal to Marriot when we travel. We are soon to be married and have several family members coming into town. We have already suggested any hotel that is not related to Westin Bayshore - Marriot. We will no longer provide this hotel our business or recommendations anymore! I would hate for someone to have a repeat of my personal experience. Good experiences & service are very important to me! I take recommendations from personal experiences all the time and feel strongly about letting others know of not only good but bad experiences. With that being said - If you are looking for a nice hotel downtown with excellent service, beautiful views and friendly staff, I suggest Pacific Rim (little pricier) or Pan Pacific. Cheers!
We booked 3 days at Saint Hotel, Autograph Collection for an early birthday December 27 through December 29. We got a message the morning of the 27th from the airline saying our flight was canceled. We immediately contacted the hotel and we were informed that the full amount of the room for our 3 day stay was taken and there would be no refund. We booked on 12/21/18 and the money was withdrawn 12/22/18. So $371 GONE!!! No remorse, we spoke to a manager explaining our flight was cancelled. We weren’t even looking for a full refund. We inquired about a partial or even a credit. We got nothing. I’ve never been to this hotel and I was extremely excited and then extremely disappointed. I don’t know about anyone else but we just don’t have money to burn. They were not going to lose money on that room but they definitely made twice the amount. Big business just doesn’t care.
Stayed at Marriott on Falls (Niagara) for one night. When booking was told the check out was at 3PM but at hotel was told the check out was at 12 noon. The parking was ridiculously overpriced, 30 dollars per night, was also overcharged by their mistake 50 dollars instead, still waiting for my refund. The parking in other hotels was 10 dollars. The staff was quite rude. Paid extra for a view of waterfalls, could barely see them. Will never stay there again. Waste of money.
Well for starters we had our little dog with us and did not see a sign were dogs were welcome so I went in to ask staff very nice and said, "Oh yes your dog will not be a problem. Would you like to be on the first floor by the back door exit." which made it nice and easy to take our dog out. So overall I would recommend it.
After struggling with cancelled flights and other travel inconveniences for a couple of hours, it was a relief to be breezed thru reception with a friendly smile and a freshly made, warm cookie to tuck in with! Good water pressure in the shower and big, soft towels, a comfortable bed, and a clean coffee-maker (this is a thing people!) Helped make the room before my early morning shuttle arrived. I made my way to the lobby to fresh coffee and a copy of the NYT. Nice!
Staff was very knowledgeable and friendly. The hotel was quiet and clean. It is close to major shopping - Target, Walmart, Whole Foods, Ross, and Marshalls. Buffet is ok, but there are many restaurant choices within two miles from hotel.
I am writing in regards to an payment issue had with Marriott Courtyard 1251 Hurffville Road, Deptford, NJ 08096. I stayed at this hotel often and didn’t have an issue until this date on October 15, 2018. I stayed at this hotel for a couple hours this day, I was checked in by front desk clerk ** between 7 pm-7:30 pm. Around 10:15 pm maybe a little later I checked out and I decided to pay cash instead of using my credit card in the amount of $145.00 which I handed to front desk clerk ** and I specifically asked if I pay cash my credit card would not be charged and he said yes it would not be charged.
On October 24, 2018 I noticed a credit card charged in the amount of 145.00 for the date of October 17, 2018. I called the hotel immediately. I spoke to the night auditor ** and he told me my card should not have been charged since I paid cash, he also told me he does the audit for payment and that he seen the cash payment for that day. I asked if he could submit a refund and he said he could not but he would talk to the Assistant Manager ** so he can have it rectified. A couple of days had gone by and I still did not receive a call from the assistant manager **, I called again I spoke to ** the front desk clerk she said he was not available so she sent me to his voicemail to leave a message.
A couple more days had gone by and still no call back from **. I went to the hotel. I spoke to ** directly. Explained the issue, he said he would look into it. He would need to check the money drop for that day and get back to me, and I asked him to print out my receipt for that day and he did. It’s now the second week of November and I still have not heard back from **. I called again. I spoke to ** again. He said he did inform ** and this should have been rectified by now, I asked if they could check the security cameras for this day and he said he was not sure but he would escalate the issue to the General Manager ** but he had to wait until he came in at 7:00 am and he would have him call me.
I received a call back from ** the night auditor and this time he was very rude, sarcastic, and expressed no concern. He told me that I did not pay cash. He also told me that I did not check out until 6:30 am and he was the clerk that actually checked me out. I explained what I seen on the receipt which was a different check-in and check-out time that he stated and also a different clerk. I explained that was false documentation and out of all the times I stayed at the hotel I never met ** face to face only had conversations over the phone. ** was very disrespectful, unapologetic and he told me there was nothing that could be done I just better take it up with Marriott customer service.
I requested to speak to the General manager and he hung up on me. I went to the hotel again and spoke to ** I explained the disrespectful conversation I had with ** and requested they look at the video surveillance for the day but instead he just issued me a refund. I went to the hotel again to reserve a room but was declined by the front desk clerk **. He stated I cannot stay at the hotel anymore since I cursed ** out and that was a request from the General Manager **. I did not curse ** out. I just disagreed with his information which was false, I am very upset and appalled by the behavior of the employees at this establishment I am a paying customer that was treated very badly.
General Manager ** never followed up with me or rectified the issue. I believe ** showed discrimination towards me. He was never friendly or welcoming. It's very disappointing and would avoid this location. They truly don’t care about their customers and for that I would not ever recommend this location to anyone. Such a shame because the hotel itself is beautiful and the other staff besides from ** and ** were wonderful. I will be sure to let all the media know how they handle customers.
Convenient location on Wisconsin Ave. with great shopping within walking distance, great staff, rooms have fridge and microwave, really clean, generously sized and attractive. Not luxury but definitely four star. Small restaurant with good food.
The Marriott was a great place to stay and included a free breakfast that actually had some healthy choices. Used the gym and pool also, the pool was small but everything was very clean and nice. There was even a small snack store in lobby.
I paid for a room on the Business Club floor which should have included free continental breakfast however because it was the weekend the club was not open.
The dining options were limited and expensive.
Found the Courtyard by Marriot in Boone, North Carolina to be very nice and modern. The bistro had limited hours which was very annoying, indoor pool is small as with most hotels... Room was very clean with no real view. Current design. Felt price was quiet high.
It is a beautiful hotel. Overlooking the Mississippi River. Nice employees, good food and drinks. Old historic building. Valet parking and had to pay for parking. Ok area of town. Front desk employees were great. Bartender was ok. Not as friendly as I would like.
I was not feeling special guest... where your staff treat me as Arab less than Europeans and Americans or even Asian in every aspect. Expecting better treatment on my next visit or stay because I am paying money for relax and being indulge. I do not think if I reserve through booking site I will be low class consumer!
Great coffee. Great bed. Great shower. Great temperature. Wonderful view. They accepted Euros. All other stuff was fantastic. Parking was wonderful. Valet parking.
The New Orleans Marriott is overpriced for rooms that need updating badly, plus pay to park. Staff was very friendly but the restaurant we sat for several minutes before anyone waited on us! Not a very good experience.
I felt that it was way too expensive and it did not include breakfast! For $200.00 I should include breakfast! It was a beautiful room and hotel, I think that it should have more amenities. Thank you.
Marriott expert review by ConsumerAffairs
The Marriott brand started in 1957 with a single hotel. Now, there are more than 500 Marriott Hotels & Resorts worldwide, and Marriott International includes 19 brands in over 4,400 locations.
Travel Brilliantly: Marriott Hotels & Resorts has a website dedicated to collecting customer suggestions called Travel Brilliantly. Visitors to the website can make suggestions or vote for other people’s suggestions. Each year, some of these ideas are selected as winners and implemented in the chain.
Environmental responsibility: Marriott International’s website clearly lists goals and deadlines for reducing the company’s impact on the environment. These goals include reducing water and energy consumptions by 20 percent by the year 2020 and ensuring their entire supply chain is green. The have dozens of LEED certified properties as well as properties with electric vehicle charging stations.
Member benefits: Members of Marriott’s free rewards program not only acquire points to book free stays but also get free Wi-Fi at the hotels, a dedicated customer service line and exclusive special discounts.
Meetings and events: The meeting and event spaces at Marriott Hotels & Resorts have been redesigned to focus on collaboration with open designs and natural lighting. They also have a staff of Meeting Experts who work with event planners to make their job easier and improve attendees’ experience.
Guestrooms: Marriott Hotels & Resorts’ guestrooms have a modern design with flexible spaces you can use to work or relax. At select locations, travelers who have a subscription to a streaming service, like Netflix or Hulu Plus, can stream content on the in-room television.
Best for: Marriott Hotels & Resorts caters to travelers looking for a high level of customer service, a wide range of amenities and those looking to host a meeting or event.
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