Marriott Hotels Reviews

Also the stays give very little in reward points making it next to impossible to save for a free night. They keep raising the cost of the rooms in reward points and in cost on top of many of the properties don't offer either a reasonable breakfast or complimentary parking on their site. We compared properties one week end staying one night at a Marriott in Williams, AZ and the next night staying in Flagstaff, AZ at a La Quinta and La Quinta by far was much more comfortable. Offering free breakfast, the beds were more comfortable and their reward system didn't take tons of stays in order to have a free night stay. I'm going to use if I can my last points with Marriott and stop using them all together. Their quality and greed is both bad.

🛑 Property Conditions & Maintenance Failures. The property feels run-down and neglected, with several safety and aesthetic issues that are impossible to ignore:

Sloppy Patch Jobs: Instead of proper repairs, someone did a incredibly messy, unprofessional patch job with mismatched brown caulking/silicone along the stone pool coping. It looks incredibly cheap and unpolished.

Dirty Amenities: Every single day, the outdoor lounge chairs and umbrellas were dirty and covered in bird poop. They were clearly not being wiped down or pressured-washed between guests.

🥥 Aggressive Upselling & Entrapment Tactics. The "all-inclusive" vibe was constantly interrupted by aggressive upselling. Every day, we were approached on the property to buy extra items, such as fresh coconut water. What made this worse was the deceptive tactic used by the Marriott staff: they would target and entice our kids first, asking them if they wanted a fun coconut to drink from. Naturally, the kids said yes, only for us to be informed afterward that it was an extra charge of $12 per coconut. Resort staff should not be using entrapment tactics on children to guilt parents into paying out of pocket.

✂️ Disappointing Checkout Policy. The lack of hospitality was emphasized at the very end of our trip. Upon checkout, we were told we had to have our all-inclusive wristbands cut off immediately. We were strictly informed that we could no longer enjoy the food or beverage amenities while we sat in the lobby waiting for our airport transport. To cut off a guest's access to hospitality the second they check out of a room is incredibly petty and leaves a terrible final impression.

Final Verdict. The hard-working floor staff are doing what they can, but management is failing this property. Between the broken infrastructure, subpar cleanliness, constant upselling, and unwelcoming checkout policies, this resort needs an immediate management intervention and a complete physical renovation before it can truly call itself a premium all-inclusive experience. I would recommend looking elsewhere in Cancun until a total overhaul is completed.

In my experience, as a 30+ year Marriott customer, it in no way resembles a Marriott. PROBLEM/COMPLAINT: They took my 284,000 Bonvoy points in exchange for this supposedly Marriott property: SKY ROCK SEDONA. Instead, I received a clearly inferior property. Their strategy is deceptive; it’s fraudulent; it’s deceitful; It’s criminal! AND, IT’S ALL A LIE. THIS IS WHY THERE IS NO MARRIOTT OR BONVOY NAME ANYWHERE! The facility is actually a rundown MOTOR LODGE MOTEL (HOWARD JOHNSON?).

5. Additionally, they charged $20.00 per day for something called a “Destination Fee”.

This was nothing more than what we received as “Platinum Elite” members (upgrade; gift; etc.). CONCLUSION: We are demanding a return of our 284,000 Bonvoy points.

When I got back to the hotel they said it was an “error” that happened with EVERYONE with those packages. So they KNEW ABOUT IT AND DIDN'T EVEN ATTEMPT A PHONE CALL! I asked for the manager, nothing. It is now the 13th and I have called and left messages and I have had ZERO calls from Marriott. I didn’t get the credit back until today, after they bounced my account and literally drained it!!! Thankfully I could transfer funds but what about those who couldn’t? Then, to know about it and not to notify anyone???? And to not even offer a cup of coffee (and the coffee maker was broken in the room by the way). Disgusting customer service and a disgusting way to handle business.

Damien

AKA - Epsilon Omega Omega Chapter

I was also surprised that a continental breakfast was not included in the stay. While I understand that a hot breakfast would not be included, the cost of the buffet for basic items such as fruit, pastries, and yogurt was unreasonable. Fortunately, the hostess was accommodating and only charged me the child's rate of $12.00 instead of the $16.00 adult price.

I then contacted customer service and a case (No. 8113.....) was opened. I shared detailed comments along with photos. However, after their review and follow-up, I was offered 9,000 points as compensation, which I find completely inadequate given the circumstances. This experience has been extremely disappointing. Please be aware that this level of quality does not reflect what customers expect from Marriott, and it felt comparable to a budget motel rather than a reputable hotel brand.

We have a 2017 Chevrolet Suburban, I drive back and forth to Chicago and have never had this issue, even in downtown Chicago at the courthouse. We’ve been to downtown St. Louis, never had an issue. My husband came to talk to them. He was parked on the curb in front of the hotel which is only a temporary parking zone. The lady went outside to talk to my husband. He was told if he “greased” the attendant we would probably get a spot. By that it she meant if we slid the attendant an extra $50 or $100 we would probably be able to park. Ok, so on the website it says that we had to pay to park per day with no in and out, so we were aware of that, but being told we had to pay extra was like being robbed.

I asked about cancellation and they said that we would have to default one day and it would depend on how long it takes the card company to process our refund. I called the booking company and was told that there was nothing they could do for us since we already checked in. My husband drove around and found a spot down the street and paid $18 for 3 hours until we could find a garage to park in. We finally found one that night and paid to park there. I can say that most of the staff at the hotel were very friendly and polite. It was no fault of theirs and they are what made the rest of our stay a pleasant experience. Unfortunately, I wouldn’t suggest trusting Marriott’s business practices. Stay at another hotel and get a guarantee in writing that you will be able to park and accommodated if something happens.

Today I found out that Marriott Fairfield Inn did indeed charge me for that cancelled 4-day stay. When I wrote to Customer Service asking why the charge remained on my account, I was told that their cancellation policy was 11:59pm *48 hours prior* to the first reserved day. In other words, I should have cancelled my reservation approximately 36 hours before I made it. Again, I was never informed of the 48 hours prior notice and I was never informed that the reservation was non-refundable. Today I called the hotel itself and was directed to the Sales Manager who would “take care of this matter for you.” She did not answer her phone. Nor did she return my call. Thus ends my favored nation status for Marriott.

The primary catalyst for our purchase of additional timeshare points was an explicit promise made by our sales representative, R. **. Ms. ** assured us that by reaching a specific ownership tier, we could utilize a Marriott-managed rental program to offset our annual maintenance fees. She detailed a seamless process where: Marriott would list our booked property for rent. Marriott would manage the transaction and take a commission. Marriott would "write us a check" for the remaining balance to cover our ownership costs. Relying on this specific financial exit strategy, we moved forward with the purchase. However, upon attempting to initiate this process, the Marriott Executive Desk informed us that this rental program is strictly unavailable to "points" owners and is reserved exclusively for "weeks" owners.

When confronted with this discrepancy, Ms. ** confirmed the exclusion, admitting that the central financial benefit she used to close the sale does not apply to our ownership type. This constitutes a material misrepresentation of the product's utility and financial viability. We have acted in good faith to resolve this directly with Marriott Vacations Club, including verbal consultations with the Vice President of Customer Advocacy. Despite acknowledging the situation, Marriott’s offered "solutions" were unconscionable:

Strategic Default: We were advised by MVC representatives to stop making payments and allow the property to go into foreclosure. This "solution" requires us to intentionally destroy our credit rating to escape a contract entered into under pretenses. Third-Party Resale: We were told to sell the points on the open market. This is an unrealistic expectation, as we are not licensed real estate professionals, and the "points system" holds little to no value outside of the internal Marriott ecosystem.

The deceptive tactics employed by Ms. ** have burdened us with a financial obligation that was sold under the guise of being self-sustaining. Because the product delivered is fundamentally different from the product promised, we request your assistance in securing: The full dissolution/cancellation of our active timeshare agreement with Marriott Vacations Club. The cancellation of the outstanding loan balance without further penalty or negative reporting to credit bureaus. We believe that a contract signed based on a confirmed lie by the seller’s agent should be considered null and void.

At 4 am we were suddenly awoke by someone running up and down the stairwell and slamming shut both the stairwell and the exit door. After about four times I CALLED THE FRONT DESK WITHOUT ANYONE ANSWERING. I got dressed and upon exiting the room a marine was slamming the stairwell door and heading to the exit door. I stopped him and said he was disrespectful to others in which he replied laughing "it's 0400 hour, need to move out son." I proceeded to make my situation know to the front desk at 4:15 am as well as when we left. Neither were greeted with any type of compassion. Actually, a Haley (red hair) was very obnoxious and I asked for her manager who basically was a robot. AI would had been better than the two of them.

I reached out to a Mr. ** and expressed what I thought would be appropriate to take care of the matter. He did reach out but honestly it got into a writing contest and my valuable time was being spent on a dead end. I reiterated the proper thing to do and after two weeks I have heard nothing. This place is totally sub par for a Marriott. When I checked in I asked if they had bottled water in the rooms, which they did not. I asked if they had some at the desk, which they did not. Totally a terrible place to stay. Their excuse about the water is that this Marriott is a franchise and the owner said no waters. Really- how poor.

In the past year alone, I have encountered worn and soiled bath linens, smelly stinking bedding, heavily worn upholstered furniture, dirty shower stalls and carpets, nonfunctional wifi and televisions, and public areas with nonworking lights, torn and heavily scuffed wall coverings, and broken furniture. Staff, in almost every case, are indifferent and sometimes even snappish. They simply make excuses about the poor condition of the property and offer pointless explanations of what they will do….after I leave. Worst of all, a guest can never anticipate the situation they will experience at Marriott property.

Marriott Corp. will likely respond to this post as simply untrue, not what most customers experience, and make shallow excuses for poor oversight of their branded hotels. Their inability or unwillingness to recognize serious lapses in the management of their brand is, in essence, the reason they are in decline.

In 2021, we succumbed to pressure to upgrade to an annual ownership based on deceptive financial figures. Crucially, we were promised a bonus week as compensation, which Vistana later denied, claiming there were no notes on file. When the sales rep disappeared, they offered us useless "Bonus Points" instead. This ownership is now an extreme financial and emotional burden, intensified by recent medical issues and the soaring cost of living. The 39,000 points are nearly useless, locking us into specific, less-desirable locations because attractive properties demand exorbitant points. We feel trapped and forced to "use it or lose it." We have been trying for years to get out.

At this point, we never want to use this again. Our attempts to engage with Marriott/Vistana directly have made no progress. We have endured hour-long hold times on multiple calls to Owner Services with no return call, and Vistana staff on-site in Orlando have avoided us. If you can get them to respond to an email, they refuse to address complaints and just say there’s nothing they can do. Marriott consistently refuses to acknowledge any fault or take back the ownership, offering no realistic solutions. We demand that Vistana/Marriott cancel our timeshare contract immediately. We’ve had enough!

Due to a previously scheduled parade and widespread road closures, I went through real hardship getting to the hospital and was over two hours late for my surgery by the time I made it. To say that I was stressed, frustrated, angry, tired, while being in pain is insufficient to reflect on my state of being at that time. The worst thing, all this was unnecessary and could have been easily avoided if anyone at the hotel cared enough or had a minimum amount of human intelligence or common sense to inform their occupants about the road closures.

The hotel was negligent in informing their occupants about the scheduled road closures in case there were important meetings, appointments, surgeries, etc. Especially since the hotel had been informed and aware of Wills Eye Hospital patients having limited mobility, and physical limitations, while being instructed to stay away from public, due to safety concerns. The legal question is: what is the extent of hotel’s obligation and responsibility for providing safety, care, and satisfaction to Wills Eye Hospital patients undergoing cancer surgeries while being paid for these services?

and was told that because we stayed several hours past the 2pm cutoff, due to the game, hotel policy was I had to be charged for a 2nd day. I told the front desk personnel that I was ok with paying the couple hours past the 2pm cutoff, but an entire 2nd day was totally un-fair.

-Room door was loose, possibly due to age.

-Room was clean, but aged. The tv was a 32 inch 2007 model with very limited tv service. Looking for the frig, we found just a hole where it should have been.

-When making the reservation I was told a roll-away bed could be requested, but on checkin, was informed rooms with 2 beds were not eligible.

In summary, never again, will I submit my guests to a stay experience as this one was. This review, I realize not good, will also be submitted to the Baltimore Ravens front office, and the City of Baltimore office responsible for Public parking.