Marriott Hotels Reviews

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.

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.