Marriott Hotels Reviews

After 15 minutes a man, the engineer, appeared and we spoke to him through the door. He tried for 5 minutes to open the door and then left without telling us that he left. I could see through the peephole that he had left. At this point my wife was very worried. The engineer came back after 10 minutes and continued for another 10 minutes to work on our door but without success. Again, the engineer left without saying a word. At this point, my wife was becoming frantic. 10 minutes later, another engineer arrived and was able to open our door. We had been locked in for almost an hour. Then we had to pack up our stuff, move to another room, and unpack again. 90 minutes had passed before we were situated in our new room. We did not receive a call or any other notification from the hotel or Marriott. I am an owner. I would not book a room here again -- even for free.

I called the front desk in the hallway where our floors were located. I told them the keys weren’t working. They said they would send up security. Security didn’t come right away. They took so long that I had to make another call from my personal phone to the front desk again. At this point I was livid, we were now late for our wedding and our guest were waiting for us on the bus. Not only did the front desk not care, they took their time addressing the key issue due to the hotels negligence. We were over an hour late to our wedding. We had guest outside of the church waiting. It was horrible. When we returned, one of the family’s in our wedding party room was disgusting. It hadn’t been cleaned and trash was all over. To make matters worse, the hotel staff marked off they cleaned the room.

I advised my aunt to record the state of the room on her phone to have it time stamped. The housekeeping supervisor came upstairs to apologize and clean the room. They offered snacks and a $50 credit. To make our evening worse, there were two personal black chairs left in the lobby. When we came downstairs to retrieve the chairs, we found one chair sitting under the desk comfortably as if it belonged to the Marriott and the other chair was missing. I went to the front desk to ask where my other chair went and the staff started laughing. I told the lady that it wasn’t funny and that I wanted the security footage pulled to see who stole my chair. Hotel staff put one chair in the back and left one out. I had a serious problem with this. The hotel staff tried to steal my property. If this was not the case, why weren’t both chair secured in the back away from guests.

There are dishonest employees working at this property. When I checkout out I let the manager know offering a comp night an a $30 breakfast is not acceptable for the level of service we received. It also wasn’t a just compensation considering we were late for our wedding due to the Marriott's negligence. This is a horrible property and it’s very disheartening to watch it dismantle under new management.

The lack of flexibility and growing costs have made it clear that Marriott's timeshare is far less valuable than promised. More affordable vacation options exist without such a binding financial commitment. Attempts to address these issues and request cancellation have been ignored, with Marriott focusing on the open loan rather than resolving our concerns. It’s clear their priority is profit over customer satisfaction, which is deeply disappointing.

I should have been in Ambassador going back to 2021. Each year since 2021, I have spent well over $30K in additional dollars spent to Marriott with hotel stays, market items and the Restaurant. Basically, there is a hidden clause in the Marriott agreement that protects them from paying you fairly for your dollars spent. To date this year, I have spent $44K and in Bonvoy it shows $17K. Every year, Bonvoy adds new clauses to their agreement to get them out of treating their members fairly for the dollars spent. Even their own staff tells you different things at Bonvoy because they are so incredibly confused.

I am now taking my business to CapitalOne Venture as their Miles system is fair and what you’d expect. Bonvoy does a good job making you think you’re going to qualify for things you don’t technically qualify for. So, in my opinion it’s a complete SCAM! I would recommend doing your research, reading their terms and condition agreement, which is now 244 pages. Just the number of pages should explain everything that I am saying here. Do you research and look for better programs because they are not anything like they claim to be here.

Last, as a Titanium member, it says I have a 4 pm check out. I have requested this over 20 times in the past 5-years, and I have never been approved to stay beyond 1 pm. Because the hotel says they need the room for the next night. I have filed complaints with Bonvoy, and they say it’s the Hotel decision as to whether or not they honor this, again another SCAM. Several hotel Managers have said to me, they have never seen ANYONE get into Ambassador status. You think you are getting great benefits from Bonvoy to later find out it’s all talk! I’ve had to learn the hard way, unfortunately!

My request was to change a prepaid reservation from my daughter's name and Marriott number to mine, as I am now traveling with her. Initially, she had booked the reservation under her name and number to attend a licensing test training course at the Miami Airport Marriott Hotel after graduating with her Master’s degree in Nursing. Due to unforeseen circumstances involving her inability to obtain a Real ID in time, she realized she could fly to Miami but would be unable to fly back. Consequently, she planned to drive home alone for 12 hours after the course ended.

Concerned for her safety and being an experienced traveler with a passport, I decided to accompany her and assist with the drive home; therefore, I requested the reservation be changed to my name and lifetime Titanium Elite number to access the M Club benefits associated with my status; however, the supervisor insisted on adhering strictly to policy, without considering these exceptional circumstances, stating, "Policy is policy."

Without my Titanium Elite number linked to the reservation, we will be unable to enjoy the M Club amenities, including evening hors d'oeuvres, breakfasts, snacks, non-alcoholic drinks, and the late check-out privilege on Friday. Instead, the supervisor suggested forfeiting the prepaid reservation and making a new reservation under my number, incurring additional costs. This situation raises concerns about loyalty and the importance placed on monetary considerations over customer satisfaction. It is disappointing to experience this lack of flexibility and support from Marriott. Very disappointing.

On the second evening my husband took a soaking bath since we had been sightseeing all day and it was chilly for Charleston. After the bath he came out and went into the kitchen area. Suddenly, I heard a major thump. The bathtub had somehow leaked a considerable amount of water into the kitchen area when filling or draining, and not knowing this, he slipped and fell on his hip. Fortunately, he did not break his hip, ankle or leg nor hit his head on the corner of the table or the floor. I went to the lobby (quite upset), shared what had happened and asked for more towels to put over the area with water. The attendant said she would give us a different room which I declined since it was now 9:00 and that would have meant packing our belongings and carrying them to a different room after my husband had a major fall and didn’t know quite what condition he was in. We slept poorly that night.

When checking out the next morning, my husband said, “I’m the person who fell last night.” The attendant said, “Oh. Our manager is here.” The manager came out and we relayed the incident. I provided him with a picture of the wet area covered with towels. He informed me that the rooms don’t have carpets because of hurricanes. At no time - either the night before or at check out did anyone contact us and ask how my husband was doing. At check out my husband said, “If anything develops you will be hearing from me.” It is now a week later and his hip still hurts during certain activities. His arm, shoulder and wrist were sore for several days. There has been no follow up call from Marriott and we have not received the usual Satisfaction Survey which I always fill out. Given our age, this was a frightening experience. It would have been nice if Marriott had compensated us and returned the points we used for our stay. What a disappointment.

I then hung up and called corporate on 12/17/2024 and spoke to Dejnae who stated that it was illegal and against the law of what that Marriott did. She then called that location in Charlotte Matthews And told them that they had no right and they should not have let anyone check in without me being there and that is illegal and he has to leave or make his own reservation using his name and money. Dejane did apologize and stated that I will be able to get my 47,000 points that he used back and she was requesting them back for me.

On 12/20/24 I called and spoke to a supervisor by the name of Linda. She stated that I will be getting my points back. She apologize that nothing has been done and put in another request because the case needed to be reopened. I asked her how did they close anything without giving me my points back. On 12/27/2024 I called and spoke to Christine who apologized again who stated that my points that were added back to my account. She stated she is going to work on getting my points back added and stated for the inconvenience I would be accommodated.

On January 3, 2024 I called back and spoke to Jessica. I called back because my point still was not refunded to me. I was trying to book a room for three nights and use my points and my points were not available so Jessica said she will look into trying to get my points back per the other 3 reps said as well. She was apologetic for the scam and the fraud for all the four or five times I had to call and nothing was done. Jessica said that she would be able to get my points back added and they will be able to accommodate me with the stay that I have been trying to book.

Called back and spoke to Cameron on January 6, 2025 to see was my points back my points and they were actually back posted to my account. I asked Cameron to add accommodation of my stay that I will be staying for three nights and was told by supervisor a Cameron that they do not accommodate people for anything. Doesn’t matter how customers are treated, what was done to them they do not do accommodations.

I would advise everyone not to do business with Marriott or stay at any of the Marriott locations because they are allowing friends and family to do fraudulently activity and to use elite customers such as myself points for lodging and have the nerve to give you a hard time reimbursing you what was yours in the first place or even accommodating you for the inconvenience.

This is by far the worst I have ever been treated in my LIFE! Marriott is the worst hotel company to ever stay at and how they treat their elite customers is horribly, disgraceful, distasteful, unprofessional, poorly and unreal. Marriott is letting their family/ friends fraudulently use customers account using all their points for lodging and committing fraud and scams on loyal elite customers accounts. Please don’t do business with Marriott. I was and have been treated horribly because they let someone they know commit fraud on my account. This is a corporation and you would think they would be very apologetic, accommodating trying to make things right for their wrong doing but they are a horrible corporation who allow scams and allow fraud on their customers with no care in the world. It’s not them it’s happening to.

Initially, we were lured into the timeshare pitch by a seemingly generous offer of a $200 credit, along with a tote bag and t-shirt, for our time at the sales presentation. However, what was supposed to be a brief 90-minute session quickly escalated into an exhausting series of meetings over several days. Feeling pressured, we ended up purchasing our first week in Harborside, believing it to be a wise investment for our future and for our children.

Over the years, we have been bombarded with obligatory meetings during our vacations, each one extending for several hours. Each time, representatives would encourage us to consider additional purchases under the guise of enhancing our family’s future vacations. In 2014, we took their advice and invested in an every-other-year week, convinced by the sales pitch that we could easily rent out our unused week to offset rising maintenance fees. Sadly, this has proven to be a deceptive promise. We have yet to receive assistance from Harborside in renting out our week, despite their claims of being a supportive community.

The supposed assurance of low and stable fees has also proven to be a lie, as we have witnessed a steady increase in our maintenance fees year after year, with no transparency or justification from the management. It's nothing short of disappointing. Our attempts to secure back-to-back weeks in Atlantis have been nothing short of a nightmare. In 2021, during a phone conversation with Harborside, we were briefly confirmed for back-to-back weeks—only to have the confirmation revoked after being placed on hold. The representative returned to inform us that she had lost our reservation, forcing us to settle for one week in Florida and one week in Harborside instead. This kind of disorganization and lack of accountability is unacceptable.

What has been particularly disheartening is the complete lack of empathy or assistance from Harborside staff when we have sought help regarding our concerns. Each time we reach out, we are met with an alarming level of indifference and denial. Rather than offering solutions or demonstrating a willingness to understand our frustrations, the response is often a flat denial of our issues. This has left us feeling unheard and unvalued as customers.

We urge anyone considering a timeshare with Harborside at Atlantis to conduct thorough research and carefully weigh the potential pitfalls. The enticing offers may mask a reality filled with frustration, inadequate support, and unmet promises. Save yourself the headache and explore alternative vacation options that prioritize customer satisfaction and genuine service.

I stayed at a Marriott property in October and left with over 40 flea bites (saw 3 fleas before checking out). It took me over 10 attempts and contacting Marriott corporate before the hotel ever responded. Marriott told me that the individual hotel would have to respond, yet 6 weeks after my hotel stay Marriott responded saying they were sorry for the inconvenience and couldn't offer me more than 10,000 points (which doesn’t cover the night of a stay). I wasted hours trying to contact Marriott over this. Overall a bad experience made worse by a lack of customer service.

I understand rules and guidelines and why they are in place but this is where it became unacceptable. We have requested multiple times over 30 years to have both names added. Sometimes it’s not a problem and sometimes it is. Inconsistency in the service industry is just not a good practice - ever. The front desk said he’d have to call the 800 number (with about 50 prompts because they do not really want to service you) and when he spoke to them they said the front desk would have to do. Again, major inconsistency. I have chalked up a couple times to bad luck but I will redeem my points and NEVER use Marriott again. They have declined tremendously over the years.

The next day (24th) we were still seeing some ants but had planned to just deal with it. Later in the morning we did not have any hot water. We contacted the front desk and they advised they had a company wide issue for hot water on floors 25 and above. They moved us down from room 34th floor to 6th floor. This was a big let down for us because this is our son's 13th birthday celebration and his desire was to stay on the 34th floor. This was also our yearly family vacation.

We got checked into our new room on the 24th. Because of the move we had to rearrange our daily plans because of this. Then on the 25th mid morning our heater would not turn on. We had to contact the front desk and they sent an engineer up to fix the heater unit. Marriott got the heater turned on and we left to do some more tourist things. Upon our return to our hotel room the room was very warm. We had set the thermostat to 74 degrees but it had warmed to 76 degrees. We turned off the heater but it would not stop blowing. We contacted the front desk and they advised engineering again. It got so uncomfortable in the room that we had to leave our room to go to the lobby for comfort. Around 9 PM they moved us to another room because they had no clue when our room would be fixed. We also had to reschedule our evening plans because of the sudden move.

We reached out to Haley again. We explained everything we had been through and asked if more could be done. We asked if she could relay the message to her boss and see if anything could be done. She said she would do that. The next day 26th we were actually had a full day in the room. My wife went to get a shower and the hot water would not work for about 30 minutes. We let this pass and went back down to the front desk to speak with Haley and see if management had decided on anything. She said they would be getting with us later. They had our number and would reach out. We never heard from them and no one ever came to our room. We left for dinner and stopped by the front desk. The manager finally came out. We informed her we were going to dinner and would be back later. She advised to let them know when we are back and she (the manager) would come back and talk to us.

We got back to the hotel and alerted the front desk we were back. We went back to the room to wait for the manager to come. Five minutes later there was a knock at the door and they brought out a plate of snacks (none of which he likes) and we had just got back from dinner and dessert. After we calmed down we went down to the front desk to speak to the manager. We had to explain everything to her again. Marriott had already compensated us for one night and we had to fight again for another compensation. The manager finally gave us another night free of charge, and honestly that is not good enough for all we have gone through but we will take it.

This hotel is beautiful and the best part of it was Haley. We don't feel anyone else cared for us. All we are are dollar signs. We have been loyal Marriott members and we had a lot of other hotel options but chose this one. And we had to fight to get compensation for a terrible hotel experience. Haley is the only team member that went above and beyond. The excuse we got from the manager is she had been off for a few days and wasn't caught up on our situation. A good manager would research the situation before throwing something they hoped would remedy the situation.

Secondly, the room accommodations were subpar. The bedding was uncomfortable, lacking adequate cushioning, and the overall room design felt outdated. It is clear that there is a significant discrepancy between the advertised benefits of a Marriott Bonvoy partnership and the actual experience provided by MGM Signature. Marriott should either clarify the specific privileges and benefits available to Bonvoy members at MGM properties or remove the MGM hotels from the Bonvoy program entirely. As a result of this disappointing experience, my team and I will no longer be considering MGM Signature for future stays. We hope that Marriott will take appropriate action to address these issues and improve the guest experience at MGM properties.