Marriott Hotels Reviews

I went back down there around 10am and she told me that the manager hasn't arrived but will be here by noon. I then informed them that I had tickets to the football game at 1. Went back down just before noon and she said between 12 and 1pm. Again I informed them of the game and she apologized. Went back down quarter to 1 and was told that the manager should be there any minute. At this point I knew that I wasn't going to make the game so they gave me a late checkout and I went back up to start watching the football game that was about to begin.

At halftime (2:25pm) I went back down to find out still no manager, confirmed all my information and told them that I was going to Champs (local sports bar) to finish watching the game. I was told that she will contact me as soon as she arrives and I also let them know that I would stop back by afterwards, on my way back to Philadelphia. The game ended and I drove back over there to find out the manager came but didn't stay because of an emergency. Now extremely frustrated, I let them know that this situation was lacking severity, and they were being very inconsiderate. A courtesy call would've been sufficient. Again just an apology. I went home and sent an email to Marriott Customer Care, then the next day, after work, I called the 800#. I was told that the matter would be sent to the GM and would be contacted in 3-5 days.

A week went by and no word from anyone so I sent them another email. I was contacted a few days later by email asking for the room reservation confirmation #. I sent them the name, room #, time and date. I received a reply asking for the reservation confirmation # again. I responded with all of the information and they responded apologetic and said that someone would be contacting me shortly. This is now 2 1/2 weeks later and still no call, no email, no type of any Marriott communication. I thought that a large chain as such would be more professional but instead it seems as if they want me to just forget about the whole situation. The bad thing about this is that I am a Marriott rewards member and am being forced to never stay at another one of their establishments because of the neglect. Everyone check your beds good when checking into a room.

As I went on to further investigate my account I noticed that there were more charges that they sent my account into over draft. I just need someone to listen and help me get a refund of my $189 because I do not have a comforter from Marriott. I have never had an issue like this with Marriott before and I was a satisfied customer up until now. P.S. what happened to the customer is always right???

10. Terrible and rude customer service agents who treat owners like they're criminals. 11. So many rules at the resorts that it is very difficult to comply thus the correction officers are booting cars that are parked incorrectly, force owners to switch villas at the last minute, and some locations require wristbands in the pools that are issued from a stand just outside the pool. The correction officers are constantly checking for wristbands. 12. I will mention again, rude customer service agents like Ashley **. Very hostile.

Next morning we asked again for a wheelchair, which should have come as no surprise to management but again - they had no wheelchair. I told the people at Marriott.com what happened but no one ever got back to me! Aside from failing to meet the Federal ADA requirements as a public accommodation, Marriott doesn't care about the comfort or safety of its guests. Shame on them. UPDATE: I tried to post a review on the hotel's website but it says that only guests who receive and complete a guest survey can post a review. Hmmm. I never got such a survey, however.

I decided to check my debit card account and then I realized that they had charged my card over $100. Keep in my mind, I had paid for my entire stay with a business check when I checked in. I called the front desk to ask why I was not told that would be charging my card over $100. Ashley was very rude and nasty. I called back to ask for the 1-800 number for the complaint line. This young lady gave me the wrong number. When I called back to tell her that she gave me the wrong number, she was not apologetic and again she was rude. I am going to make sure that I tell all my business partner about my experience at the Marriott in Savannah on the Riverfront.

On Thursday 09/29/16, I received multiple calls from my sister because they were having issues checking in even though I had called and spoke to Jessica the night prior. I made another call to make sure everything was fine and advised Jessica that my brother would be checking in the next day as I wanted to confirm that my card would not be charged for his room as well. I was advised it wouldn't be and they would request a card from him. Thursday night, a guest of mine was outside and I was on the balcony. He was attempting to throw a black n' mild to me and it fell short of my rooms balcony and landed on the balcony of the room below.

The next morning (Friday 09/30/2016), I called to the front desk again and spoke to Jessica. I advised her that we had dropped a cigar on the balcony below and we needed to retrieve it. Jessica advised me that there was no one occupying the room and that she would go get it. I never heard from Jessica again and after about 2 hours, my guest went downstairs and saw housekeeping and asked them to retrieve it. We leave for the day and we come back around 3 to allow my brother to check in. We head to Lennoz Mall and I go to purchase something and my card gets declined. I check my balance and I see that Marriott has charged my card again for 220.00.

After speaking to my brother, I learn that the rep who checked my brother in never asked to see a debit or credit card. I was majorly confused because Jessica had gave my sisters a hard time the day before stating they needed me and my card to be present before they could charge it, yet the next day, my card was charged without my permission or knowledge with no problem. When I called the front desk the rep advised me they didn't need to see any ID or the credit card because it was on file and we have mobile check in. I advised her that this is not what Jessica told me and she stated she would send my complaint to the manager and I would hear something the next day.

Saturday (10/01/2016) I called to the front desk at 9 am because we had no toilet paper in our room. 9:30 comes, still no toilet paper. I call again and advise we were still awaiting toilet paper and could not use the restroom. Around 9:45, housekeeping knocks on the door and drops off a roll of tissue. About 45 minutes later there is another knock on the door. It is Jessica (who I later find out is the manager) and the young lady from housekeeping who just dropped off the toilet paper. Jessica states that she received two calls from hotel guests stating they smelled smoke coming from my room. I instantly become agitated because no one is smoking in the room. I ask Jessica can she smell smoke and she says, "no". I invite her in to check and she declines. She then states, if someone does smoke in the room it will be 250.00 charged to your card.

I advised her again that no one was smoking in the room and I said, "Well since you're up here can you please explain why my card was charged yesterday without my knowledge or permission". Jessica had no answer and could not answer why my sister was told they needed my card and ID to check in Thursday but they had no problem charging my card an additional 220.00 with no issue. Jessica stated she would comp me some points for the inconvenience. Jessica leaves and I assume all is well.

She comes back maybe 5 minutes later and asks to speak to me outside. She states that what really happened was they received a call on Thursday from a young lady stating they had dropped something on the balcony. Jessica then states "a large man" came to the room and was trying to get in without telling the housekeeper what was going on and then finally tells her that he is trying to retrieve **. I instantly look at Jessica and tell her that is a lie.

I said, "Jessica, I am the young lady that called the front desk. I spoke with you and I told you it was a cigar. You told me you would retrieve it and you never did." Jessica claims that she sent housekeeping to retrieve it. I am now frustrated because Jessica continues to lie and instead of apologizing she keeps trying to state that her housekeeping staff is right. I am attempting to go back in my room and she asks me when I am checking out. Please note that this is not the first time she has asked me this. I say Monday and she asks me, "Well do you want to check out now because there seem to be a lot of inconsistencies." I am instantly pissed because I can not believe that after accusing me of being a "**" and the countless other errors and troubles I had from this location, she would insult me by asking if I wanted to check out.

I asked her where did she suppose I go. She responded with, "I don't know". I went back in my room and ended the conversation. As if, they hadn't shows enough ignorance, when I opened my door to leave, there was a bag of towels in a bag connected to the door. There was no 'do not disturb' sign on my door and housekeeping never made an attempt to knock on the door and advise that they were there. They only left two towels (even though I had 4 people staying in the room). They never cleaned the room in all of the days I was there. They never retrieved the dirty towels and I had to go to the front desk on Sunday and get tissue because once again the room was never taken care of. I had to retrieve a trash bag from the front desk on two occasions so I could clean the room myself.

I called down to management and was hung up on 2 times and put on hold for well over 5 min the third time before talking to him. I explained the problem and he said that he wished I wasn't checking out that morning because he'd love to "make this right" for me. Upon me asking him to comp the horrible breakfast and send me up some coffee, he said he would do just that. Over 15 min later I received a cup and some Splenda, no cream as requested and no fresh coffee. Just got my bill and see nor did he comp the breakfast. For this price, this hotel is barely worth it. I have canceled my reservation for October and will not return. Shame too, I travel to this area often with other people from my company that will not return either to this specific property.

This hotel is excellent for cleanliness. The rooms are perfect size and the fact that the queen size rooms with the two beds they also have a sofa bed that pulls down to accommodate two children so it is an excellent value for big family at least 6 in the double, queen room, plus they provide cribs for babies too. I would highly recommend this hotel and will be returning.

With what happened to my sister I had to take her to the urgent care then the doctor wanted her to her an xray done which was another day I had to take off work to accompanied her all because of this incident. When I spoke to the Manager he never gave me their insurance information, the doctor at the urgent care told me to get the insurance info. This doctor said he got a small scratch on a nail sticking out of a door when he stayed at the Marriott and they wanted to call a doctor when he told them he was a doctor so they gave him their insurance information, credit for one night and voucher for 2 free night stay at any of their hotels.

So I called their corporate office number to get the insurance information which we spoke with a Carol and my sister gave her all the information. They decided to give my sister around 300 bucks for what happened and gave me 150 for what was going on with the room which I also inform them of having to take off the day to take me sister to have xray done etc. (They lied to the Better Business Bureau that my sister never got xray done which we have proof of all that was done.) I reached out to the corporate office and spoke with a Diane who stated she was a problem solver in the office of Mr Marriott and she will take over the case. Well in the end they told me they gave me a credit of 150 and they will not be doing anything else for me so my vacation ended up costing me much more all because of this hotel.

I am a problem solver for my company and train new hires so I will be using this story as an example of what not to do when dealing with customers because without your customers you would not have a business. I was not looking for all that they gave the doctor but to at least pay for the time I took off to take my sister to the urgent care and the get the xray which was more than 150 but I guess I am not a doctor. I am reading all these negative ratings on ConsumerAffairs and most of them are on how they treat their guests so next time I would know to do my research before I make reservation with any hotel.

Member customer service, Jackie, could not help so I asked to speak to her manager Andrew, who was rude and raised his voice unprofessionally. The live chat person would not help either and would not allow me to speak to a manager. My Marriott Rewards #: ** and Reservation for the 4 nights is Reservation Confirmation: **. This is not a good way to treat Rewards members. I had almost 100,000 reward points before this trip.

This evening I was checking into the Courtyard Marriot in Providence. The young lady was cold, bias and unwelcoming. After speaking to her in English she asked if we (myself, nice and sister) were Spanish. She also deliberately offered wrong advice fully knowing that if we were to cancel and rebook my reservation I would have lost my room due to a fully booked week or had to pay much higher current rates. Luckily my sister pointed it out and she concurred. Finally without any question she disdainfully handed me three keys. I handed back two informing her that I was staying alone. There was no welcome, smile or anything. I will continue to look for Marriott hotels wherever I go but hope that these concerns could be looked into and rectified.

They said a manager would not be able to help me and based off their records I was there 12 hrs- So now it my job to make sure staff provides accurate information to me does what they are supposed too. I am out $148.00 if I would of known your staff was wrong I would of stayed since I was being charged anyway. Oddly enough the manager was too busy to assist me and/or call me back. I advised the staff they should have cameras / recorded phone calls they offered no suggestions to follow up or validate my issue. I advised I was filing compliant with corporate and the simple response was ok and they hung up. Obviously, they don't feel calling corporate or filing a complaint is a service problem and clearly didn't care. In the long run as the customer I am paying for your horrible customer service, inaccurate information& lack of follow through and no one seems to care. On the other hand- now I am wondering if someone pocketed money and allowed someone to use the room I paid for since I didn't even go to the room or past the front desk. There is no way I checked out at 1:04 pm.

It seems that although I do love my GF dearly and we have been friends for decades, the only solution they could give me for a real "oceanfront" room was one with 1 king size bed. You see the rooms directly facing the ocean front are either junior suites or 1 king bed and my GF snores so that was not an option. The gentleman at the desk had to get the hotel manager and she was unsympathetic. Although she did say that during our 8 day stay she may be able to get us a blah blah blah... If the sun the moon and the stars lined up. She said she would call me in a couple of days but never did.

I want to say that although the room was not what I wanted it was comfortable and clean. The housekeeping staff was superb! Our buffet breakfast was outstanding and the restaurant staff made us feel very welcome. The casino was pleasant (Lady Luck was not with me-LOL) and the ocean was lovely. Yes this is not the crystal blue Caribbean side but this water was clear and mild and warm. You see I'm from Jersey, enough said. My complaint is I PAID for an ocean front room. This is clearly a room with an ocean view and I shouldn't have had to pay the premium for something that is clearly not as advertised.

Original Review: July 10, 2016

We called to have a shuttle pick us up from downtown. Keisha, front desk, blew us off and said she was too busy to help us out and asked us to call back in 10 minutes (which took us that long to get someone to answer the first time)! We ended up taking a cab back. When we mentioned this to the supervisor, Keisha admitted to blowing us off and no apologies were offered. Terrible customer service for a community dependent on tourism. In addition, our room was never cleaned and we had to go downstairs to ask for towels. Again, the supervisor did not care.

Well it has now been 10 business days and Marriott has yet to refund my deposits. The General Manager ** who is employed at the hotel has yet to return my phone calls or offered to release my funds. I called on July 5th to the corporate office and was told that they would email the GM and escalate her to contact me... she still has not contacted me and today is July 7th. In lieu of contacting me she emailed Corporate and claimed she did contact me and said she is RESEARCHING the situation. After calling Corporate back I was told that my deposit had never been released. Corporate suggested that I file a claim with my card holder. WOW... they aren't even the ones holding the funds... but guess that's a great ploy to keep more money in Marriott pockets. What Marriott is doing is a flagrant violation and complete fraud. The sign at the front desk states 3-5 business days but they hold as long as they want to.

My plan is to pursue this matter as far as I have to, to get my reimbursement. Points or cash whatever it takes!! I had my 2 grandchildren with me ages 4 and 7 and this inexperienced staff (Ivy) cause me and my family some very precious time that should have been avoided if she has only taken the time to find out the correct procedure before leaving us out without accommodation. She stated that if I wanted to stay it would be 179.00 per night. Now why would you ask for payment again? So I did leave and booked my weekend stay with a different hotel chain, which cost me money that was reserved for our weekend adventure.

I request that this be corrected and that Marriott reimburse me for my 2 nights' stay that was booked in advance and Ivy would not issue room or keys to. VERY UPSET WITH MARRIOTT STAFF at this location. I am not asking for anything above the cost of the other charges from the hotel I had to stay because Ivy would not issue me a room or key. The charge was $308.94, and I will be glad to mail you a copy of my receipt.

On the day of check out I tried to go and resolve the bill and ended up having to call customer service as I'd expected. To no avail. The agents I spoke to on June 12th began to back pedal even though they confirmed that the hotel manager, Jennise's, explanation did not add up. I spend most of my morning 7 am to 10 am trying to get this resolved. The hotel manager told me to call a number and ask for the name and department of the people I spoke with because all calls are recorded. She said to get the name and department of the person that told me it would be taken off and they would just charge the third night to that person's department. I called the number and was told that they have no record of the other calls only the calls from June 9th. I was given the runaround, passed to several supervisors and no one was of any help.

I spoke with Karen **, and Patty at one point. I was told that it would be handled by the hotel manager. I also asked for a late checkout to compensate for the 5+ hours of my vacation I spent dealing with this and was told I had to pay. When I finally tried to check out I was told that the manager was still working on my bill and that my receipt would be emailed to me that day. It has been over 24 hours and I still have not received anything. I am appalled that I had to go through this and angry that "Customer Service" and the employees on the ground do not have the same information. I made arrangements and was confused. I called Marriott for clarification and made my plans based on that information only to have it not be honored and cause confusion. I also don't appreciate being treated like I was making up my story because I didn't have an email or the record number for all the conversations I had. This is no way to treat a customer.

When I approached the GM, and showed him the images, he said that he had "turned this over" to his insurance and that "they would be calling me." The insurance rep proceeded to tell me that that manager "never said that" because she never got other reports. She actually raised her voice and tried to convince me that the manager never said this to me! The insurance agent also informed me that the procedure was for the spa manager to report all incidents. Well she did not... until me.

They basically said I was lying! She also said that I "couldn't prove it." So, where Marriott has a serious problem, they choose to stick their insurance ** on the guest and TOTALLY DESTROY the relationship. It was a terrible terrible experience and all I asked for was to be reimbursed for the products I had to purchase as I am a student. Marriott has treated a guest in a VERY unbecoming manner.

Clearly, they do not value their guests. The spa was a ghost town and now I know why. I was truly shocked and horrified by the treatment and BUGS Marriott gave to me, nothing but LICE... This is how they handle THEIR problems. You have to "prove it." Luckily my phone records everything. WHATEVER YOU DO, DO NOT STAY THERE LEST YOU GET LICE AND MARRIOTT WILL SAY YOU DID NOT GET IT FROM THEM.

I have been attempting to get in contact with management again to further evaluate the validity of these claims or to get some sort of reply as to why they have not made the pictures available. ** has not made himself available or any other manager for that matter. I have left two voicemails and my information with the front desk to have him or another manager return my call. I have not received a reply from anyone. We do not smoke, furthermore we specifically requested a non-smoking room. This miscellaneous 'smoking fee' is outrageous and untrue. I am very disappointed in Marriott, I would expect more from a well-renowned hotel.

The walls between the room and the hallway were not constructed properly to prevent disturbance from the hallway. The walls actually vibrated when other quests walked past. There is no fitness center by today's standards. It is an extremely small room with two/three treadmill devices stacked tight together and maybe four hand weights. I complained to management when I packed up to depart and got an indifferent "so sorry". I spend four to five months a year in hotels on business and have vast experience in reputable franchises. This was my first experience with Marriott and will be my last. PS: I got a response from the hotel based on a survey I filed wherein they admitted the validity of my complaint and offered me $50 credit on my $170 bill. I rejected it as totally inadequate since I had to pack up and move.

Well, after several of these dismissing incidents, including, but not limited to back and forth banter, cursing (from Mr. **), and a slew of other disrespectful actions and words, we requested the help of the manager. Mr. ** then informed us that he was the manager. Our response? "IMPOSSIBLE! There is no way someone with such a condescending, disrespectful, dismissive and demeaning attitude could have made it into management." After stating this, Mr. ** began cursing and offering up degrading slurs in front of other guests. Luckily for us, (( (a shift supervisor) intervened and was able to do what the supposed manager could not. This young lady was quite amazing and even gave us hugs after she finalized the check in. But, this does not end the story.

On Monday morning, I returned to the hotel, met with my cousin and we met with the GM, Mr. **. He offered no compensation, and a dry apology. He then went on to state how great Mr. ** was and surely we must be lying because Mr. ** is such a great employee. This told us that Mr. **'s attitude was a direct result of his GM's attitude. I then knew there was nothing that would be gained from speaking with someone with the same demeanor as Mr. ** and decided to call Corporate and request that the district manager be involved in this dispute despite the fact that Mr. ** attempted to deter me from contacting corporate or his district manager, Mr. **.

Needless to say, I'm glad that I did not listen to him and called anyway. Lo and behold, corporate was appalled by not only the treatment we received on Friday, but also in the treatment we received from Mr. ** on Monday. And, not surprisingly, Mr. ** called today to say that he was going to give Mr. ** a "coaching session." Clearly, he did not feel the need to apologize, offer any form of compensation, or take disciplinary action against Mr. **. Consequently, I called customer service again this morning. I am now waiting for Mr. ** to call me back as well as Mr. **. Hopefully, Mr. ** could make up for this, but I seriously doubt it. So, if you're staying at 7900 Briarpark BEWARE!!!

I had to pester them 4 times, asking to speak to a manager, etc., and they finally knocked the first night's bill to zero. When I reminded them that the room I was moved to was unacceptable, they knocked the second night down by half. Very disappointed in how I was treated. They gave me a line about needing to "investigate further & we'll call with the results" but I haven't heard anything, and I bet I won't hear a thing.

I was just on hold with "Group Sales" at the JW Marriott DC for the past 37 minutes, someone picked up then hung up. This is not the first time this has happened either. It's a shame they have monopolized the hotel industry because they are too big of a company to offer any personalized attention to guests and third parties. I am literally walking away with hundreds of thousands of dollars of opportunities and they could care less. I had a potential $200K booking for the upcoming NSS with some high profile VIPs and I couldn't even get this booked despite all the channels I went through. No words can explain the frustration I am experiencing with them!!!

Upon my arrival (3-17-16) I was checked in but when I got to my room I learned that instead of a double with a balcony, I have a plain king room. This was no conducive considering there were 2 males sleeping in the room. Room services were contacted and I was told to come back to the desk. I was then place on the opposite side of the hotel (cabana) where I was totally separated from friends (same city) that I arrived with. I accepted the room because I was extremely frustrated.

Once I returned a cart to the desk I overheard the clerk stating to another customer that there was a suite available and that really frustrated me even more because I had been told there were no suites. I general try to get a suite because of a business hospitality I have for certain members of my organization. I spoke to a representative and he apologized. After the 1st night there I realized that the air conditioner was not working properly so I called for service department. He stated that the thermostat was not working correctly and misreading by 10 degrees and explain to me how to set it.

On the night I was hosting hospitality a security officer came to my room stating he received a noise complainant. I ask the front desk what was the problem because I was told it was only our group in that particular area and she stated to me it wasn't. I hope and pray that the administrative staff get things together because that was the worst stay I have ever encountered and I stay there frequently.

I now am without very sentimental things that were in my car console at the time and can never be replaced. I called the company as I was told to do from the employee only to be scolded from the owner himself for not filing a police report. I told him I was never told to file the report to but to call them as soon as I was home. He responded, "I can't do anything about it until I get the report" in the tone of annoyance might I add. I was an out of towner, who trusted the service of their company, and was very distraught from the incident and never once did the owner apologize for what had happened. I am very upset and will not stop my rant until I feel I have been given back in some way what was taken from me because of their neglect.

During 1 scheduled and paid for 11 day stay, after 7 days I decided I wanted to go home and sleep in my own bed for 1 night. My clothes remained in the closet. The next day a telephone message stated I was being charged a "no show" fee. At the front desk I explained that the entire stay was paid for. The receptionist said — "Oh yes that is right. I'll remove the "no show" fee." On two separate occasions, the hotel misbilled. They charged the entire stay to my "incidentals" credit card instead of the master work related card paying for the visit. This was brought to their attention once. They apologized, said it would not happen again. It did happen again two weeks later. Although I was to stay nine weeks, I left for another hotel after 6. These events that disrupted my hotel stay may not be a major event for a casual traveler staying for an occasional weekend, but for a business traveler they are serious and would preclude my staying at this hotel again.

The receptionist made us a fine on non-smoking despite without any prior notice on the hotel politics, the only signboard is written in Spanish and almost most of us do not understand Spanish. When the receptionist Ms. Daniela was making a telephone on another housekeeping employee on why we are fined, they told us "Por qu hay la multa, porque son los chinos (Why they are fined, because they are Chineses)." This has been recorded by my cellphone as an evidence to show to any party concerned. If the hotel managers are not willing to solve the problem within 48 hours, we reserve the rights to disclose these audios to any media and on Youtube.

My washer broke. Took two days to get it fixed so can you imagine what my "villa" not to mention clothes smelled like? I am a manager, ITB (in the biz) and if it happened to a client or customer of mine, I'd simply have housekeeping pick up the wet load, take it to the main laundry facility and WASH IT FOR THEM - wow. But no, they did nothing... well... Actually LOL they gave us 30 min extra after it was fixed to finish our load after kicking us out. Haha...

Here's another. I paid for a weekly rate, or I had thought... So somewhere around $700 should have come out of my account. I went to Publix near NY to get groceries for our room and my card did not work. Panicking, I called my bank. They decided to withdraw each night's reg. fee each day... so no AAA discount, no weekly discount, no promised rate, and 6 withdraws so each one was a $36 or so overdraft... Totaling like $1400+. And for Fri/Sat, instead of the weekly charge they took like $300 a night instead of the $117 rate. On top of that, my card was suspended and overdrafted taking like 3 days to put back each error and they refused to take my cash per night. Well OBVIOUSLY my card isn't going to work?! Then calling customer service I was hung up on about 15 times til I finally got a nice old southern woman who obviously knew this was insanity. It goes on and on...

Here's another one... Took my son to Disney for his 3rd birthday this last September and saved all month planning to use some or all over my accrued Marriott's points. "I APPARENTLY HAVE NONE"!!! Then, while trying to book after I hear this (already heading to hotel) to get my points figured out I have to speak to a "points dept" ONLY open 9-5! My favorite place to stay (for years)... my go-to hotel brand, my points... all ruined, all gone. The GM told the corp he was tired of dealing with it. Really? So until he's fired I have to miss out on my favorite getaway resort and still haven't had time during MY WORKING hours to ARGUE and FIGHT for MY POINTS! Can't someone just call me apologize and give me a week free? What's it to them? I have stayed at Marriott's ONLY since I was a kid with my family. I'm actually not only disappointed, I'M SAD!

As an Asian guest of any member type, I should receive the same level of respect and courtesy as any other higher member right? Though I should deserve more as a platinum member. I felt like I came to beg to stay. What a damn shame. We came to stay and paid at executive level and we should receive the services that we deserve regardless of any level of member. The discrimination and rudeness from the executive lounge staff I experienced was my first. Maybe in Thailand it is allowed and Marriott's rules and regulations do not apply. I AM a Marriott platinum member and what I experienced was simply rude and unforgettable. I hope this will repeat to others again and can be captured on video for YouTube.

I followed the chain of command & addressed this with the Marriott's Reward Call Center. I spoke with 7 representatives, in which 2 of them hung up on me. I was going around in circles to no avail. I reviewed the program, but I needed someone in authority to think outside the box so I called the corporate office & had the displeasure of speaking with Sara **, who from the onset was steadfast in repeating what others at the Call Center had said to me. At one point Sara said she did not understand what my issue was & blamed me for not being articulate enough for her. I again explained the issue I was having, she still did not get it. I asked to speak to someone else & she refused. I asked her to transfer me to Mr. ** & she said all calls come through her first & she was not going to transfer me. At this point I did not have an e-mail in which to contact Mr. **, so I contacted him via his Linkedin e-mail.

Would you believe he referred this issue back to Sara ** after I explained to him that I already had an issue with her. A few days ago I received an apology letter from Ms. ** fueled by Mr. **. She went on to preach to me the Marriott Reward rules; at one point it seemed like she was talking down to me as if speaking to a child. I don't need to be patronized. What is the saying about bosses? "The Fish Stinks From The Head Down." That applies to Mr. **. Make no mistake, were it not for the employees at the Front Reservation Desk at Fairfield Inn at 216 East Ontario Street, Chicago I would have never set foot there at all if the first point of contact would have been Ms. ** or Mr. **. These employees can teach both of them what "Customer Service" is.

Mr. ** & Ms. **, need I remind both of you that the money I have paid in cash pay your salaries? Of course both of you get paid in exorbitant amounts, but what do you give your customers in return? A snooty indifferent attitude? Mr. ** you think you're the boss? Think again. The customer is the boss, not you. Oh, by the way was I articulate enough for both of you?

So now the police doesn't want to release the money in Wichita. I have proof it's my money. They question why send it by mail and I clearly said because it's way too expensive to send it by wire especially for that amount. Long story short if you plan to spend money go somewhere you know they won't pull this on someone who's really out there doing scams.

Well I stayed and my sister ended up sleeping on a roll away bed. Very uncomfortable! My sister gets a call telling her to remove our items out of the room or we will be charged an additional $185. She missed seeing me at the finish line due to the rude staff at Marriott. I will never get that experience of having someone at the finish line of my Half Ironman. Horrible service.

When I got to my room, the key would not work again so I banged on the door and shouted for my children to let me in but there was no answer. The maintenance people were staring at me down the hallway as if I were on display. One of them said to me, "miss you are wanted at the front desk." I went to the front desk and in the lobby were my two children and all of our belongings. It was crystal clear that my children were thrown out of the hotel 45 minutes before my scheduled check out.

By far this is the worst hotel I have stayed at in the past 15 years of travel. We come to this area often as many tournaments are run in the area. Being in charge of booking rooms for our softball organization I as many of the other parents have spoken about not staying in a Marriott as there are plenty of other hotels in this area whom are very much willing to accommodate our group. And on a personal note, my room was horribly cleaned and nothing but towels restocked.

I reported this to the buffet manager of the hotel because at this early hour of the day there was not a front desk manager on duty. The lady who is the buffet manager told me to call the local sheriff's department because there was an epidemic of vehicles in the Central Valley. What makes this even more unbelievable is this is the second incidence of theft of our personal belongings at this hotel. I contacted Marriott directly and they referred me to the franchisee.

So thinking everything is being taken care, we drove for almost 9 hours to Montreal from our home in NJ. We reached the hotel at around 8.00 PM and the receptionist checked us in a room with a single bed. Her name was Ms. **. She said that they did not receive any note about 2 beds and as the hotel was completely booked, there was no way we could get a room with two beds. She told me to send an email to her supervisor in the hotel and let her know of the situation, so she could contact the central reservation. I sent an email to Ms. ** right away from my phone. After checking in and leaving our stuff in the room, we came down to park our mini van in a public parking lot off the hotel as hotel parking was not able to fit our van in their parking garage. We parked and went for dinner. We came back around 11.30pm and that's when the whole nightmare began.

We went to the room and our keys won't work. So I called the hotel reception from the phone on that floor. The receptionist told me that we could not stay in that room. She said that according to some Montreal law 4 people could not stay in that room so we were locked out. It was totally shocking and insulting! Our whole luggage was inside the room and me, my wife and our two little kids outside. The kids literally cried as their toys and other stuff were inside the room!!

We came down to the lobby and Ms. **'s attitude towards us was disgusting. There was a total lack of courtesy and disregard for my elite status. At 11.30 in the night I was told to look for another hotel in a new city and with 2 little kids who were tired and upset that they might not get their stuff back. So I frantically started calling few hotels and most of them were either sold out or they were charging $400-$500 a night.

After almost pleading with her she connected me to her supervisor (Ms. **) over the phone. I asked her if she could do something about this situation. She spoke in a pleasant tone and told me that if I wanted to stay in the hotel I would have to book another room, otherwise they will not allow us to stay there. According to her, it would cost us another $200 a night. It just felt like a blackmail in the middle of the night. So when we had checked in, they did not have even a single room in the hotel and now a room suddenly became available at 11.30 in the night for $200!!!

As I was reluctant to pay that amount, I asked her if there was any way they could use my points that I had plenty. She said she is not sure that this can be done. After putting some pleading pressure she agreed to call the central reservation. So in next 10 minutes we were given another room by deducting another 15,000 points and our previous room unlocked! The new room was on a completely different floor (Original room on 6th floor and this one on 2nd floor). That was the only option and we just accepted it. My wife and daughter stayed in one room on the 6th floor and me and my son on the 2nd floor. So this was the beginning of the nightmare and horrible hotel experience and vacation for all of us!

The next day also it was the same story that they don't have room available with 2 beds and deducted another 15000 points for my second room. So I decided to call the customer service and complain about this experience and spoke to Melissa **. After hearing the story she was really devastated with our experience and assured me that this issue will be taken to the highest managerial level and to the General Manager of the hotel. The conversation reference she gave me was ** and assured me that appropriate action would be taken and we will be compensated in some way. Just after 10 minutes the room telephone rang and Ms. ** was on the phone asking me that why I had complained about the hotel. As it sounded confrontational I tried to play it down by saying that I told the customer service representative what exactly we experienced and there was nothing personal. I ended up the conversation.

It was around 7.30 pm on the 2nd day and I received an email from Ms. **. It said that the next day a room with double beds might be available. It was still a possibility and not a confirmation and we could shift in that room after checkout time. As we were already settled in 2 rooms for two nights and all our stuff being unorganized, it seemed a waste of time and effort to shift everything for few hours for the last night. Also, we had planned sightseeing during the last day for which we had to leave early and come back late. We requested her to keep us the way it was and she agreed. In the meanwhile we were under the impression that after seeing the complaint she took care of the room points and never charged us out of courtesy. We were again wrong and when we reached home another 15,000 points were deducted for that extra room we got in total of 45,000 + 45000= 90,000.

After reading all the above experience I hope someone in your higher management level will understand what we went through this whole time. Being an elite member of Marriott rewards family for last 10 years, I have never faced this kind of situation. I am sure it could have been handled in a much better way. Best regards.

Moment later, my wife called and complained and right away, they offered to change the room for us. I believe that the hotel management gave me that room because of my African last name, and when I called to complain about the room also, they told me there were no other rooms with two queen size beds available because of my accent. This is the second time I have been treated like that at this particular hotel. I have told the management of my son's basketball team about the way I was treated and we have decided to stay away from this hotel and most likely all the Marriott group hotels for any future basketball tournaments in Tallahassee.

Next morning we were told to move the vehicle to a temporary spot (that's instead of enjoying the stay and going into NYC to see attractions etc), and to be prepared to move the car again at night. In the evening we found our car struck by another guest's car in the hotel parking lot. Naturally we requested to know who the car belonged to - desk clerk named Nina said she has no clue and most likely car is parked there illegally. However night before I was clearly warned that if I parked my car on hotel property illegally - they will tow my vehicle away.

It took a total of 3 hours of arguments, no sleep (we are talking past midnight), police arrival to finally get through the hotel staff lies and unwillingness to get the other guest (from moment one they knew who struck our car). The night manager George couldn't apologize enough to the other guest for waking him up, however no apologies were extended to us for keeping us awake, lying through their teeth, making us leave our son alone in the hotel room for all this time and calling the police for this.

Finally the police officer made the other guest exchange insurance info with us. When that guest started to personally threat my husband hotel staff did nothing to intervene and stop that from happening. Even though it was the hotel's fault that the matter was dealt with in such an ugly way - they were covering up the other guest's name saying they didn't know but obviously they knew perfectly well! We were taken advantage of for being polite and respectful - only when they realized I wasn't taking a no for an answer - they called the guest who struck our car.

Bottom line 2/3 of our stay revolved around the parking. I did speak with the general manager of the hotel, she said staff's behavior was against all their rules and regulations and she waived the parking fee - all that I was also supposed to pay for too. I haven't seen the credit card statement yet, whether the incidentals $60 was returned - that is yet to be checked. Now I am also dealing with my car insurance because the guest who struck our car is trying to create his own story and is trying to blame us for what happened. Never ever have I felt so mistreated, unwelcome, third class guest!

We reported the issue to the front desk. They sent a maintenance employee to investigate the issue. Upon looking behind TV he was able to see a nest of roaches. They then moved us a different room WHICH WAS ALSO INFESTED. We repeated the process with the front desk. The most disappointing part was hearing someone at the front desk say, "We're not moving them again." Extremely unprofessional!!! I guess I shouldn't have been disappointed being that my request to speak to the manager, TV about the issue, never happened.

As we moved the luggage on the floor, 3 roaches came out and one headed to the closet. We opened the closet and found 4 more in the corner. Again they sent a maintenance employee who was shocked by his findings. This is extremely disappointing, frustrating, unprofessional, unhealthy, and disrespectful. This is the Marriott, this isn't acceptable. Since our arrival we've had to take shifts to sleep, for fear that a roach could crawl on us. We've had to empty our luggage in the hallway for fear that roaches may be in our bags and our nightmare became reality when 2 roaches came running out our clothes. This is a tourist heaven so there should never be a roach issue. I'm contacting you because I don't want anybody else to have to deal with this. I would NEVER recommend anybody to stay here and have to endure this. People need to know about this so that they are aware of this infestation. Photos are available.

Reservation was booked on the 25th of June at $109.00 a night online. The rate was then changed to the government / military rate via telephone and confirmed by the front desk. According to the hotel, Unfortunately when the call was made to request the government per diem of $83.00 a night was not available but the best available government rate of $99.00 was, but I was not notified. As you can see, I did everything possible, within my knowledge to secure a government rate. Knowing that there is only ONE government rate at of $83 per night and not $99.

When I asked at the counter at check-in, I questioned that If I was on a government rate, not knowing that the attendants answer to YES meant NO, or a different government rate, I was reassured I was on a government rate. I am only requesting refund of the additional charges above government rate, because those additional charges will have to be paid by me with my own personal funding. An amount too much or too large of $177.08.

Please also note, that I also ran into the same situation in the month of June 2015 while staying at Marriott Residence Inn for 15 nights, but the difference was only $3, from $106 to $109 nightly rate. Manager also did not offered the government rate, but did offered the government to a college traveling under the same exact circumstances and requirements. I am extremely upset about this situation, considering I am extremely, or was extremely loyal to the Marriott rewards program with currently holding 86000 points.

The view is beautiful, but the service is not the greatest. We requested the champagne that came with our stay and it took them over a few hours. And the robes that were supposed to be in our room upon arrival weren't here either... Our breakfast came to $57.32 for 2 people and it had absolutely had nooooo flavor, I was highly dissatisfied.

Now 60% through our trip they really show that they don't want us here and locked our room for a overdue balance of $40. Why not address that while we are checking out? I felt discriminated against and racial profiled and now I'm questioning my stay until our original check out due to the hostile environment. Smh racism is still alive!!!

My car was entered and belonging were taken out of it in the parking lot. Due to the fact that there are no cameras in the area or in the hotel (only the lobby area) I want to ask if the People are safe just going to their rooms? What keep them safe? As of Thursday debit of 60.00 had not been returned; that was put on hold for the three night stay. Give me some type of way the will keep other guest from going through what I did. Kill the ants and the way the world is today you need cameras to make sure your stay is a safe one. If you hire workers can you please make sure they can communicate with the guest and understand the problem that is going on in the room. Best Regards.

The last email the assistant sent to me she kept referring to another card. I don't think they actually are reading my emails. The credit card company wouldn't call an international number, so I am left with a $376 hold on my card that won't come off for 30 days. I think they just hold consumer's money. I read other stories that sound similar. I never had this happen for such a long time.

When they could not get access to # 327 with the access card key, they had been given (for Rm. #337). They went downstairs to the night shift desk clerk and said they needed a new key as they they had was not working. The Marriott clerk, without asking for any identification, gave them an access key to room # 327 (MY ROOM where I was in a very deep sleep).

They went back up to third floor and with key in hand, gained partial access to my room. I had the chain lock and deadlock both engaged. They battered the door so violently in their drunken rage that they somehow turned the lights on in my room and I awoke and confronted them through the partially opened door. Their battering had jammed the deadlock in locked open position. I told them if they did not leave immediately, I would call the police. They cursed me very loudly but finally took off down their hall.

When the police arrived, they found them in room 337 so evidently they realized thru their drunken stupor that 337 was their actual registered room. The police went down and confronted the Marriott clerk who had illegally given them access to my room and then came back up and explained what had happened. They said they writing a report which would blame the actions of the Marriott Inn for the incident. The real tragedy is that I am an 84-year old man with very extreme aortic stenosis and the shock of the traumatic incident has left me in very poor condition (my family doctor confirmed this).

In the past 3 weeks I have sent messages to Arne Sorenson, CEO of Marriott and to Mr. Marriott himself, the owner of the corporation. They appointed a liaison, ** to deal with me. Ms ** has sloughed off my charges of negligence and turned the case over to Liberty Mutual, London, KY. A Mr. ** claims specialist assigned a claims # to my complaint. I had never filed a claim with Liberty Mutual. He has offered me $600.00 if I would sign a release form holding them free from any future responsibility. I have refused their offer and am trying to find an attorney to file charges against Marriott Intl. Inc.

Called the hotel again after leaving 2 more messages for manager and this person looked it up and said she saw the 61.02 charge and that it was a mistake. How is this a mistake? Marriott employee claims my card was accidentally swiped for room charge instead of incidentals. This makes no sense of course. How did $61.02 come about? Just pulled out of someone's imagination and how is that an accident? The person on the phone was nice and she probably has to take these calls all day. Must suck. She said the manager would reverse it and call me back. Still waiting. VISA says if they don't they will simply reverse it on their end. Obviously this is a Marriott wide problem. Why does VISA not just boot them from having a merchant account? Ban the whole chain. Chargebacks must be high.

The other day housekeeping was not good at all. I complained to front desk they said "sorry will inform housekeeping manager", and today when I arrived at my room at 2:30 am in the morning there was no cleaning from housekeeping. I called front desk they said sorry again, but they cannot do anything now as there's no one at this time to clean. These are few serious problem as I am really irritated now and will leave this ** resort. I think there some politics going on to close or default this resort as your staff here is mentally disturbed. I am in 3 bedroom villa and my experience is worst here.

** was the mgr who worked on the assist line and she would get very rude if you called her wanting help after 2 weeks of fast track training they provide. ** also cheated myself and other associates out of time worked. They force you to work over time but ** won't pay you for it. I was contacted by the contract company and told that I should not return to work because they had quality concerns. I never had a warning or anything. This is a very unprofessional place to work and a hostile environment. They also do a project for Facebook .I applied after my first project and was told I was too serious for the job because I was in the military.

I reapplied 6 months later and explained to the recruitment office what happened and he said, "No", that I was a perfect fit for the job and sent me back for an interview. When I arrived I was met by a lady who brought a large man with her and she said there was a mistake that they already interviewed me in the past and could not hire me regardless of what the recruiter ** said. I asked to speak to a HR director and then was threatened by the security guard. This is how they treat people regardless. I have 9 yrs of service to my country and this is how I'm embarrassed? Unemployed and homeless for trying to do the right thing. Protect yourself stay away from this business! Marriott, Gaylord, Ritz Carlton, and the Ren. Hotel chain could do better to provide better service and the proper care of their guest credit card information and the processing of payments.

After going back and forth on this for about 15 minutes, and since I had my family and friends standing around me and didn't want to embarrass myself further since I have invited them, I finally agreed to book the same rooms at the lowest rates I could get from them which was 83 JOD inclusive, and that's after the help of one of the employees called **!

This was just the welcoming ceremony, there's more to the party. After going through all of this nonsense, we finally made it to the rooms. We were waiting for a few more friends to meet us who will be coming to spend time with us but will not stay at the hotel. After arriving, they were all denied entry and were not even allowed to wait in the lobby for their rides to come back and get them. That was such an embarrassment that I would hate to even talk about.

During the evening we checked with the front desk about entertainment and were told that there will be a DJ and a belly dancer at the restaurant. Most of us decided to go down to have dinner and enjoy the entertainment. To our surprise, and after waiting for more than one hour for the show to begin, there was no entertainment scheduled for that night. When we told the staff that we were informed by the front office about the entertainment, they said that it wasn't true. Not to mention that the food quality and smell of the place were horrible. Everything just seemed not to fit within the standards of a quality five-star hotel. Rudeness, disrespectfulness, awfulness, disgustingness, unpleasantness, and all of the other adjectives that I cannot think of at the moment that would describe our horrible experience during that visit.

Did you think that it ended there? There's more to it than you think. The checkout bash!! What can I tell you about the checkout? I'll make it short and to the point. Simply said, I was robbed. I was literally robbed of my piece of luggage which had all of my personal belongings including my wallet which contained all of my identification and credit cards. The bag became missing from the lobby during the checkout process. Of course I raised hell and demanded that they call the tourism police. And they repeatedly attempted to convince me that it would take them a very long time to get here and that there's nothing that they would do to get my bag back. I raised my voice and so did everyone else around me, for moral support. Finally they gave in and contacted the police.

When they arrived they identified themselves and said that they would do everything within their power to get the bag back but they cannot guarantee anything. I began to raise my voice again and demanded that the hotel administration go through their surveillance tapes since there are cameras spread throughout the lobby. After many attempts to convince me otherwise by the staff and the police, they finally gave in and within a few minutes someone came out with my bag from inside their offices. It was the same employee who helped me get the lower rates during the check in process. All I know is that he was the nicest of all of the staff at the hotel and he the only one who attempted to help.

The story with the bag is that I think, and due to the events that unfolded during our stay, someone decided to punish me for all of the complaints that I was making. And the way to do this is by taking my bag and hide it somewhere until it is declared missing thinking that I would just leave it at that and go home without it. They didn't know who they were messing with.

After going through all of this, I highly do not recommend this hotel for anyone. I believe that this hotel is desperate need of a staff overhaul. They need to hire more qualified hospitable personnel who know and understand the true meaning of the word hospitality. THEY DID NOT GIVE ME MY MONEY BACK!!! They Compensate for my money and psychological harm!!!

Since no one has returned my call & I only get voice mail how am I supposed to provide this info. And why does it fall on me when 2 Marriott employees are not performing their jobs correctly. If I make a mistake at my job I certainly do not expect the financial responsibility to fall on the client. I travel quite a bit and always have to present a credit card upon check in. Bottom line is Key Bridge Marriott should refund my credit card and assume responsibility for poor employee performance. I would never recommend Key Bridge Marriott or any Marriott to friends, family, clients, etc. esp. when there are plenty of other hotel choices. I did receive a followup email asking for "blanks" information which I provided but unsurprisingly I have not heard a word since providing the information...

Until now June 2nd. I have not heard anything from the hotel and they continue refusing to provide their insurance info. The cost of the repairs that resulted in replacing the entire passenger door and surrounding fenders was $2000 plus $350 for rental car, not to mention the loss in car value and the time off to take care of the repair. I am extremely disappointed at Marriott for their refusal to acknowledge responsibility and for their sub-standard customer care. Keep in mind that I am a gold member that I have been staying at Marriott for over 25 years.

Marriott determines the reimbursement level based on the value of the points - read: annual maintenance fee - associated with the purchase. The crux of the matter is that Marriott failed to consider the amount of the maintenance fee going to replacement reserve. Accountants will understand that the reserve payment is an expense for me, even if it is treated differently on the Club's books.

MY CONCERN IS THAT THERE IS/WAS A SYSTEM UNDER CALCULATION BY MARRIOTT. I wonder if others have experienced that same thing, or were even aware of being short changed. When I asked Marriott about the issue they remained mum. I will add that we have always been pleased with our actual service at Marriott hotels and timeshares. However, trying to negotiate the Marriott bureaucracy is another story.

The complaint that I have is the housekeeper who cleaned the 3rd floor during the Memorial Day weekend. She had a major attitude problem and did not make up the bed. I asked her to make up the bed. She frowned up her face and said yes she would. When I came back 3 hours later she was still on the floor and did not make up the bed. The breakfast was the typical continental breakfast. We decided to stay at VA beach an extra night, but luckily we just went to the Springhill Suites up the street where we received outstanding customer service from everyone and saved $50 per night. I WILL never stay at TownePlace suites again.

Upon checking out of the hotel, I asked to have part of the stay for just our room compd. I was then advised by the front desk that they were not able to comp the stay but we would be compensated equally for the days in reward points instead. Several months later I got a survey, which I completed with great detail about our stay. I never got a follow up call and it was my fault for at least believing that my points would be there for at least a couple of nights when I needed them. Now at this time of year when we are looking to travel again, I checked my points and see that nothing was done. I called Marriott customer service and have spoken to several supervisors and customer service reps. It has been almost 3 weeks that I have been trying to get the points issued to me that I was promised.

I was conferenced in by a supervisor named ** with the executive assistant to the general manager and was advised a week ago that I would have a resolution the following day. I never received a call back, so I called back. I was transferred to a front office manager who after going back and forth and her being rude, she offered a minimal amount of points as a resolution. I advised the points would be acceptable only has a courtesy for my trouble and not as a resolution to my issue. Another week later and those points have still not been issued either, so I called customer service back and was placed on hold for over 10 min for a supervisor who never came to the line. So I hung up and called the Marriott directly.

I was initially advised that the executive assistant had just left, as I was told 3 other times I called. Then I was told that person was no longer there and they were trying to fill the position and advised I would be transferred to a sales manager who was taking all the calls. I was again placed on hold for over 10 minutes with no one coming to the line so I hung up without getting anything resolved. That was the last straw which is why I am now stating my issue in writing. We are beyond dissatisfied with the service we have received especially because they are supposed to be a reputable hotel chain with impeccable service. Apparently, that is not so in this case.

Night manager's email confirmation arrived at 2AM on April 26, 2015. I was fast asleep. The following day I noticed the night manager's email. However it did not talk about an actual credit. Decided to give it a few days. Waited for a week but saw no refund in my credit card. Called Corona Residence Inn to follow up. Staff said to talk to Assistant Manager. Left a message for Assistance manager but did not hear back. Called again and finally connected. She could not help and asked me to talk to General Manager. Called the General manager and explained that I was not asking for a refund but rather a voucher for one night stay at Corona Residence Inn. She refused. She said I can call Marriott's head office.

Week of May 11, 2015, called Marriott's customer care line. Was referred to **. She was pleasant and appeared caring. She listened to my story and agreed it was reasonable to ask for one night voucher given what Corona Residence Inn (night manager) said over the phone that I would be getting a credit. ** said she will ask her supervisor to follow up. Waited for a few days but heard nothing back.

May 18, 2015, called customer care to follow up. Was referred to **. He listened to my story and appeared caring too and said he will follow up in 24 to 48 hours. Nothing happened. May 22, 2015, called Marriott's customer care. Was greeted by **. He listened and appeared caring! Then went to check my file. After a couple of minutes he responded Corona Residence Inn has refused to give "any type" of credit back and we cannot do anything.

That was the response from an internationally known Marriott Hotel. It did not matter how & what was my position and whether I was at right or not, the Corona Residence Inn refused my request for a night's voucher and Marriott Corporation's Customer Care just went along with Residence Inn general manager's decision. The Corona Inn General Manager does not see that a good manager is a responsible manager who honors her staff's promises made to customers. Her night manager said I would be getting full credit. Had I known they treat me this way I would not have cancelled my June 20 reservation. Corona Residence Inn double dips on my room on June 20, 2015. This is not honorable. This is rather a pathetic way of doing business.

I concluded that (1) I would never return to ANY Marriott hotel. (2) Will never recommend Marriott hotel to anyone, especially Corona Residence Inn. (3) That according to Marriott's head office the idea of customer care is just a show off to "appear" they care. There is no such thing as Marriott caring for customers. One option is for Marriott head office to provide a voucher in such circumstances if they really mean what they say about customer care! -- A frustrated and somewhat angry customer

So about 5:45pm I went by the front desk and talked with the same lady that checked us in and explained we really needed the phone to work and need the alarm clock to work. Told her we would be gone out for dinner for about 2 - 2-1/2 hours and please fix or replace the phone and the alarm clock - OR - move us to another room since we had not unpacked yet.

We got back in the room about 8:30 Sun night and my wife unpacked and jumped in the tub for a bath. I tried calling the front counter again and guess what... neither the phone nor the alarm clock had been fixed or replaced. AND they had not moved us to another room either. So I went back down to the front desk to complain and was told "Sorry". I again explained that my son was to have surgery very early and some of his family may need to call us in our room early Monday morning. But all I got was "Sorry". Monday morning as I was checking out - the morning front counter person only said "Sorry" - nothing he could do.

So I called the Asst Gen Mgr ** and talked with him and his comment was "I see you booked thru Priceline - you need to complain to Priceline. I told him that Priceline did not own the phones or the alarm clock at his hotel. And that Priceline could not move us into another room that had a working phone and alarm clock.

He said - Sorry but I needed to complain to Priceline. He said since we paid Priceline - then we would have to complain to Priceline and see if Priceline would help us out. He said that his hotel would not do anything for us since we booked thru Priceline. And I thought that Marriott Courtyard would be much better in customer service. If someone from Marriott Courtyard would please call me I will be glad to take the call or email.

Next day we returned, beds were just pulled up... not made and waste basket was emptied. Nothing else. The next day we got the head of housekeeping to do an early make-up and it was fine. Next day... same thing. Wastebasket emptied, bed just pulled up, no vacuuming and coffee pot cleaned. I know this is far below your standards and the reason for my concern. Now I am right now an Elite Member #**, former Gold Member and know Marriott well. This is far below your standards and you should be aware of it. By the way we were traveling with friends who were on the 4th floor and they had similar complaints. But they can write their own concerns to you.

Therefore, I was forced to walk back the entire length of the hallway to ask if they had any lower beds available. I am mobility-impaired and use oxygen 24 hours a day. The desk clerk called the manager. The manager said the right words but her attitude was that we were wrong and acting in a demanding manner. I told her that "Most people needing an accessible room would be unable to use these beds," which she assured me met the ADA guidelines. She told us that "The architect had met all ADA standards," and further stated that "The beds are required to be this height." She dismissed our comments that "We have not had this problem in other hotels."

We are loyal Marriott customers and long-time insiders. We found this manager's attitude to be lacking and recommend that she should be required to have training in handicapped customer assistance and in the ADA law and guidelines. We enjoy traveling but are not able to do so as often as we did in the past due to health issues.

She offered to call to find us a room at a nearby hotel but, when asked, replied that the beds would likely be similar to the beds that are so very high that no one in a wheelchair, or with limited upper body strength, will be able to stay in this room which is incorrectly labeled as accessible because of the bed height. I looked at this location's web page and found a long, impressive list of accessibility feature. What a shame that the most important feature of the room, THE BED, is not listed or accessible.

It is also noteworthy that the desk clerk advised us to use the door at one end of the facility when we asked how far away our room was located from the front AUTOMATIC door. He did not know the answers when we asked if this door was automatic and if a handicapped parking place was designated at this entrance. The door was manual and heavy and there was no HA parking places. This is THE MOST UNSATISFACTORY hotel experience we have ever had! We were unable to stay!

We have been stayed in Marriott whenever we go for vacation but not in this one. It's so frustrating. I can't write down in words. My wife is pregnant and I don't want to her to stress. Long story short I'm done with this company forever. Advise look at all the reviews before you deal with them. God bless everyone.

It all started when I tried to book a Double room at Fairfield Inn and Suites Brooklyn for May 24th to May 26th, 2016. Marriot.com clearly indicates on the "Choose the Room Rate". Book on Marriott.com today. If you find a lower available rate, we'll match it + give you 25% off. See Details and participating locations. As you can see, the link for details doesn't mention any details on this rate match rule.

I called the 1 718 522 4000 number and the person had no information on this. She initially told me that the discount is only price match and 20%. After indicating that website mentions that the discount is price match - 25%, she told me that it should have been changed recently and she has no idea. She told me to call World Wide Reservation number. I called the World wide Reservation number and have to wait for 50 minutes to talk to the representative. Representative seem to be extremely overworked and extremely rude and hanged up on me, the customer. She initially told me that the match only applies to regular rates and not on advance rates and after I have explained to her that the page clearly indicated it applies to lowest rate, she told me to call another 1800 number for Look No Further. While I was inquiring about the details she hanged up on me after using very rude tone during our full conversation.

I called the Look No Further 800 number and have to wait again for 40 minutes before talking to **. She first refused to accept that the terms and conditions are not mentioned on Marriott site. After trying to explain to her that there is no such link on the page for next 5 minutes, I have to walk her through the reservation process. She finally admitted that the link for terms and conditions are not there and told me to browse to another link to get the terms and claim form.

She further said we can't confirm the lower rate match and after making the reservation I can submit the claim form and its up to the claim processor to check the rate in next 24 hrs. On asking her that rate can change in the next 24 hrs and should I attach a screenshot, I was told that screenshot doesn't matter and they will not honor the match if the rate doesn't match at the time they are checking, and it could be up to 24 hrs after submission of the form. This policy doesn't make sense. I was told if I am unhappy, then I should talk with Marriott Customer service next morning.

I decided to call the Marriott Customer service this morning at 10:00 am and talked with **. I told her from the very beginning that I have issue with the Customer Service I have received with Marriott and I have proceeded to book the Hotel with Expedia and I am extremely unhappy with how Marriott has treated me. Instead of asking me about the Customer Service experience that I mentioned to her, she told me if I booked with Expedia she can't help me at all, and without Marriott reservation number she won't be of any help. I told her I am calling to share my complain about the real bad Customer service experience I have and am not calling for anything else.

She insist on try to explain to me how Look Further rates work and that I have to book the Hotel first and then should submit a claim and refused to listen to customer service issue I have, and told me she won't be able to record a complain or make a note of my experience and can't help me any further. After such experience I wished I haven't booked Fairmont Inn Marriott in Brooklyn even through Expedia.

For such a reputable company like Marriott being in hospitality industry, I am shocked to be treated like this and the rudeness experience at every level of my interaction. I work at a company that use Marriott for our Corporate booking as well. I will make sure they are aware of this experience as well as Best Business Bureau New York. I hope that Marriott Management takes this issue seriously and will make sure that their past customers are served with respect and professionalism and the offers Marriott has for customers are clear and explained properly.

The next day I call to explain the encounter to customer relations. They were just as appalled as me and apologized about the occurrence and promise to get in contact with the hotel itself which they did do. Minutes later I get a call from the hotel manager the same one who checked me out. And she thoroughly apologized to me and said it was handled inappropriately and follow up with me. So that's two Marriott employees already agreeing that they were wrong. What should I be compensated for this occurrence? Remind you I am a Rewards member of Marriott of 8 years.

The police came and made a report and said I will not recover anything and that hotel will not take responsibility because they have a sign at the entrance! I did not see the sign, but even if they have it, is worthless. The hotel is responsible for what happens within their property and they were negligent in keeping my property safe. And the police knows about this. I have been doing some research and this is known to have happened in the past. See all these negative reports https://www.consumeraffairs.com/travel/marriott.html.

The Miami Airport Marriot consists of a large gated parking lot with four hotels inside.We arrived very late that night and were tired because our flight had been canceled. We didn't want to take the bags out of the car because there was no porter, we were tired, and the hotel parking lot seemed very secured, with cameras and well illuminated. I still cannot believe something like this can happen at a Marriott hotel. We spent the prior two nights at The Red Roof Plus which is half the cost and nothing happened there although we left things at the car during the night.

I asked to speak to a manager but I was not available. Nobody of any authority from the hotel came to speak to me. I asked at the front desk if someone could at least come and vacuum the broken glass from the passenger seats, only to get someone with a pair of latex gloves and a trash bag. How are you supposed to clean broken glass out of a car with a latex glove? I was told they didn't have vacuums.

I asked if I could stay longer in my room since I had an evening flight and I could go nowhere with the car. I only got permission to stay until 3 PM then kicked out of the room. I couldn`t even make an international collect call because the international operator is unreachable form the room phone. I asked the front desk to get the call for me. They couldn`t either. The fact that I was robbed from the private parking lot of a hotel, and supposedly a 4 star hotel, is outrageous, and on top of that, I was mistreated. I sent an email to the General Manager of this hotel 4 days ago and got no response yet.

The Director of Sales continue by saying they don't have any contact info for me and that's a total lie. Two weeks ago a member from the account dept ** called me concerning my reward account and I didn't give her any contact info, she told me she took my info from my rewards. Please to tell the Director of Sales to leave me alone and I don't appreciate her harassment and her lies she telling on me.

The room was not cleaned. There was hair on the bathroom floor that remained there in the same place for two nights. The hotel did not furnish a plastic liner for the ice bucket on any of the three days. The trash can was not emptied, nor was the coffee maker cleaned out. Breakfast was $7.95 - save your money and go to McDonalds or Denny's. The breakfast was a toasted bagel, a cup of strawberries and a small cranberry juice.

This was about 8:00 at night so we decided to go back over there to find out what was going on. We were then told that we had a hold on our account because our driver's license still had a Missouri address and since it wasn't very far from this hotel they put a hold on our account in case of damages. This hold wasn't even put on our account until after checkout when you can clearly see that there are no damages. This guy was the rudest guy we have ever had the experience of dealing with. We asked to speak with a manager and he said there was not one there because it was so late and he refused to call a manager.

We asked for corporate's number and at first he said that he didn't have it and when I called him on that he just flat out said that he wasn't going to give it to me. I told him to put it in writing that he refused to help and he refused to do that so I said that I would record it and he just walked out of the room. We ended up sleeping in the car because all the money we had left is tied up with this hold. I had to borrow money from my 18 year old daughter just to make it home and no parent should have to borrow money from their child.

Also I now have to feed my kids and pay for gas with 26 dollars for two weeks until payday. We have stayed in other hotels such as the Ramada which is where we would have stayed and where we usually stay but they were booked, but this hotel has always informed us of incidental charges upfront and they have only been for 50$ not the entire amount of money in our bank account. I think hotels should be required to inform guests of these charges upfront. In addition to these charges, I checked my account again after talking to this employee hotel and checked my account again and I had an additional $3 more than 12 hours after checkout which I have no idea what it is for.

6. Hold a qualifying meeting or event, including earning points through the Rewarding Events Program

This change impacts decades-long members of the Marriott Rewards program, and particularly those who become elderly during the years of accruing points. Travelers need to think carefully about their choice of other rewards programs that will enable continued point accrual instead of a program that will require members to forfeit points that they have accumulated over many years of loyal membership. A discussion with a Marriott Rewards manager today resulted in my being told that Marriott will decide each case on an individual basis when a participating member chooses to discuss point forfeiture. However it is a callous and cavalier policy that carries with it an expectation that as people age, they will be in a position either emotionally or intellectually to engage in debate with a Marriott representative about point totals.

Many Rewards members will wish to defer their use of Rewards points until their later years in the hope that they may still enjoy a quality of life that travel permits. It may be quite possible that during the two years preceding a decision to travel, that senior citizens do not make Marriott Rewards credit card purchases, or earn points with a program partner, or hold a qualifying meeting or event, or make a paid stay or redeem points. Although this policy change does not directly affect me as a lifetime Platinum member, it will affect thousands of others less fortunate than me. I sincerely hope that Marriott will reconsider this wrongheaded policy and in doing so, focus on loyal customer needs in addition to corporate profits. Thank you.

Why would we do all that for a mistake your hotel/staff made? If the hotel/staff were unable to complete a simple task such as printing the correct date on the inserts, you should've told us and we would've taken our business else where. Your hotel is supposed to stand behind your name and take full responsibility for their mistake just like we're supposed to follow your rules and regulations. Me and my future wife been planning for this day for more than 15 months, and spent close to $53,000 just to have our dream come true. I understand we're just another customer complaint or another case to you, but to us, this is our one day in a lifetime event. Please help us.

We pulled up to the Marriott entrance. We tried to park by front door along with a few others just to have our items unloaded as it was a cold day. We instead were requested by valet gentleman to pay for valet in order to unload by the front entrance as we had a lot to unload on to a moving cart as all we needed to do was just unload and would have then parked inside the covered garage. Instead we were directed to move into the covered garage to park to use elevator to get a moving cart & to bring it down to the covered garage to our vehicle. That shouldn't have been acceptable. The valet should have allowed us to be able to at least unload & my husband or I to wait by our belongings & then 1 of us moved the vehicle ourselves.

We get inside the Marriott. Only 2 reps at the front desk & long line. Waited 10 min. just to check-in. It was our turn to check-in the lady at the front desk (which wasn't by any means friendly) said your room is handicap accessible & upper floor. As we told her we had made a few calls in between reservation date being made & arrival date to ensure we had the room we requested to be in. I then asked the rep at the front desk why would I have at the time requested for a handicap accessible room. We're not handicap. We had told her we made these reservations 2 weeks prior to our arrival. We shouldn't have even deal with a room change as this all should have been well taken care of before arriving. The rep put us in room 1207 upper floor as requested she said.

We arrive to our room after speaking to the lady rep for 5 min. & we have a view of a bunch of railroad tracks & no courtyard view the room was quiet small. We called down to the front desk & requested for us to be moved to a courtyard view & bit larger room. So I then went downstairs to lobby to have the keys transferred there's another 10 min. wait as there's only 3 reps at desk.

As I approached to the desk I was able to deal with a young gentleman & the only 1 available. The gentleman requested for us to go to the other Marriott tower to room 1868. Also to get to your car you have to go back through the walkway to the other tower & same way in order to get to the pool. In order to get to the other tower you have to go up 2nd floor across the walkway then up to the 8th floor to the room. We arrived to our room 1868 & we contacted front desk. This time the room was much smaller than the prior room & the view was no better than the other.

We made these reservations 2 weeks & made a few calls prior to showing to be sure we had the room reserved as we requested (courtyard view). We contacted Marriott customer service & spoke to a gentleman by phone & he took down all of our info & contacted Marriott location we were staying at & was on phone 40 min invoicing our issues & relaying everything to front desk. The gentleman from customer service said there's room available courtyard view. They’re going to allow us to move to room 618 & for us to turn the room key in at front desk. So again we went downstairs with all our belongings to get the room key for 618. We arrived to room 618 & there's a nice scenic view they consider it the courtyard view.

By all this time unloading, waiting in line to check-in, waiting in line to move rooms, to move many times our belongings, for phone calls being made to front desk to customer service. We spent a good 2 hours when we could have enjoyed the room we originally booked for & enjoyed the nice relaxing time. As we booked 2 weeks prior to arrival & made a few calls before arrival to be sure we have the room booked as everything we requested for.

Instead of all the time moving unloading the trips to the lobby in the long waiting times we would have much rather spent that time enjoying the room or swimming or dining in as we had the reservations made prior to arrival to the hotel. The pool was cloudy & extremely cold & we as a family couldn't even enjoy the pool. Marriott Hotel website pictures for the location of Kansas City, MO as the room looks completely opposite for what you get.

I informed the front desk 3 times about the issues in the room. I requested another room 5 mins after check in. I checked in 2:20pm. I was told "the hotel is sold out, there is no other room", "I'm sorry". The noise from that heating system (blower) was so loud I just cut it off in order to get some sleep. I did not get any sleep till the early am after the noise level from the ice machine, music, and the heating system (blower) died down.

The response from the front desk was "I'm sorry". This was not acceptable and came across that she did not want to hear what I had to say. I do not mind paying for my stay, because I did get some rest (part of the evening). However, I did not get $182.85 worth of a comfortable stay away from my home. I requested to be compensated at minimum 50% off of my stay or a free night in a King suite located away from the ice machine.

However on checkout I had an additional bill of parking plus gratuity, ok that's BS but I get it, but also Marriott charges a fee to simply stay at Marriott. Not the room rate, but a $30 resort fee! So six nights not including what I had already paid for the room wanna additional $437! This included a night where I was forced to valet the rental car because there was no parking in the garage. That being said, the valet guys were very nice and very helpful! Both valets Gannon, and Delford were awesome, very helpful, and just really above and beyond!

I can say though that this experience will assures I will never stay at another Marriott or its subsidiaries again. I believe in fair pricing and given today's social media and online reviews consumers can take back some of the power in these types of situations. I know Marriott could care less if I complain, but I also know we as consumers can have a real financial impact on companies like this that simply bill consumers. I'm a regular guy who wanted to take a vacation like most folks. I absolutely didn't think Marriott would try to rob me blind. Thanks for reading and make sure you don't make the same mistake I did and not ask up front about how much something really costs!

I've stayed in DOZENS of Marriotts (hotel, Courtyard, Springfield Suites, etc.) and have no problem giving my credit card at check-in for "incidentals". This was exactly the same thing I was told as I always had been "We just need your card for incidentals". Great, no biggie. I had no plans to HAVE any incidentals anyway. Instead I wake up on Friday, 1/9 planning to head out to find some breakfast and see I have much less available on my card to use than expected. I look at the history to see two charges - $50 and $60, both dated 1/8, both from Marriott. WTF?

So I go to the front desk to question this and was told they HOLD $50 a day (first, then why the $60?) in case I have something delivered from one of the adjoining restaurants. Really? JUST IN CASE I order something? I was not told this when I checked in. I never would have agreed to it to begin with. It took me complaining by email on Monday 1/12 to START to get that hold removed from my card - which was preventing my car insurance payment from processing - and it on is available FINALLY to use TODAY, 1/14.

Six days after I checked into the hotel. I received an email from the hotel manager, stating basically, "Sorry, that's how it is". NEVER before has any hotel held money without me actually SPENDING it on a service first, and CERTAINLY not without authorization. I am still trying to find out if this is even legal since no one to date has advised where I can find this policy in writing anywhere. In a nutshell, I will never use a Marriott hotel again - not when all I get was the equivalent of "get over it" from them.

My son was staying on after I went home for a convention and after I left I found out that his check was delayed and although we arranged for his room payment they would not let him in the room. They would not transfer the deposit he had just paid less than 24 hours before. I was in flight and could not get to bank. No credit/debit card could be used for his deposit unless person was there to sign was their policy. I finally made it home and sent him cash so he could get off the street. I will have to send him $2000 tomorrow for rooms for conference and hotel says he has to pay a third deposit even after rooms are paid. I know I am old fashioned in not having multiple cards but my house, vehicles, lake lot, and travel trailer are paid for and I bet the snooty clerk cannot say that. He believes me now because he said they made him feel like a street person and looked down nose at him also. They may deal with the wealthy most of the time but the rest of us have feelings also.

I will continue to use the Hilton which has friendly and more reasonable staff. On top of that the place was not even nice. The furniture in room looked like something out of a soldier’s room on base. Not at all what I expected from one of the supposedly nicer chains. Afraid I could not even give them a one rating. However the website will not accept unless I do. Also unbelievable number of homeless in the area. It was sad and scary at night.

I told him to send everything in one envelope, money and credit cards. In the Safe were about us $700 in various banknotes with majority of Dirham UAE and Euro. When the package arrived from TNT (perfectly intact) I immediately noticed that all banknotes had been removed. I wrote immediately to the Marriot in Dubai to ask what had happened to the notes, the responses were ridiculous: "tomorrow check the shipping status" and then, "excuse us, tomorrow we check with the carrier."

I find it incredible that your staff have removed (stolen?) my banknotes deliberately after confirming that the notes had been found. I ask you to act with diligence to clarify who has responsibility for this theft. I inform you that I am also taking care to put some reviews for the protection of other unsuspecting customers. This is something very, very serious.

Acknowledgement of a problem by a business has more significance than trying to defend and deny. Thank you Diane of Fairfield Hotels and Suites for using this problem as a teachable tool for your employees.

Original Review: Dec. 1, 2014

Upon making my reservations to stay @ the Dover Fairfield Inn and Suites, I made the clerk aware of my physical problems and the need for a quiet room and firm mattress + board for the mattress. He told me it would not be a problem. Upon arriving at the hotel the following week, the on duty clerk informed me my request for a bed board could not be fulfilled. She learned of the problem the morning of my arrival. I told her they should have notified me that morning. I would have made other arrangements before traveling hours to the destination. Needless to say this was too late to address the issue other than getting another hotel. I checked in a little after 2:00 p.m. The event we were attending was in one hour. The on duty clerk stated the mattresses were firm and they have never had a complaint about them.

I checked in and proceeded to my room, feeling skeptical and under pressure. On the elevator, I noticed the 100% guarantee signs posted as well throughout the hotel. I thought, maybe the bed is okay. We entered the room. I checked the bath area first. Double rings in the bathtub. I contacted housekeeping immediately while hanging up our clothes and preparing for the event. Housekeeping responded immediately. They were professional. However, upon returning to the hotel late, after the event, we discovered the bed was like laying on a sponge. This was unacceptable. My husband and I tried laying across the bed. This did not work. I pulled out the sofa bed. Crappy mattress was found. I tried laying on the double chaired sofa (I'm 5ft 9in). That did not work.

I called the front desk, asked for a cot. I was going to use the mattress to put on the floor and try to get some sleep. The front desk clerk did not know whether or not they had cots in the hotel. He was new and left all alone to manage the hotel and complaints for which he was not trained. I asked him to call a manager. He along w/ all other employees we spoke to said managers do not want to be bothered???? I asked what if the hotel were on fire. They said they would call the manager. Well... consider me to be on fire. It was suggested we find a hotel in the middle of the night. My husband took the mattress from the bed and lay it on the floor. We slept on the floor with the dusty floor boards and carpet... I have asthma. Yes I did have an attack. Not only did I have to use my emergency inhaler, I also had to take pain medicine for my back.

Upon checking out, I ask for a full refund. If I wanted to sleep on the floor... Not only did I have to sleep on the floor, we had to endure the dings and noisy people from the elevator directly across from the "quiet room"??? Never again... will we stay @ Fairfields of Dover. Shame on you Marriott. We asked for a full refund. I have to go through hell and high water to get it. To this moment, the general manager Diane ** has not deemed me important enough to contact me. I had to go to this site. I also called the corporate number and spoke with a supervisor Karen ** (she seemed caring). I was told by the front desk clerk they do not have permission to give full refunds. They also do not have permission to contact management on their day off unless the hotel is on fire.

Finally one of the clerks got an assistant manager on the phone. She carried on a conversation w/ her in close proximity of me. I asked to speak w/ the assistant since I am standing here. The assistant hid behind the clerk. So unprofessional and cowardice. It is now 4:21 p.m. on 12/1/2014... more than 24 hours since I checked out of the hotel. The general manager too busy to contact me and speak with me. I last spoke with the clerk about an hour ago. She says I need to calm down and proceeded to chastise me for my behavior. I have every right to be upset, not ignored. This has been a horrible and painful experience for me. Maybe I will hear from the general manager when she is brave enough to call. I am not going away until I am made whole... 100%. I don't want your points. Give them to some other unsuspecting consumer.

We left the hotel to run some errands. At 1:00 PM, I called the hotel to let them know we were cancelling our reservations. By 1:05 PM, I received an email message with my cancellation number. Apparently, I was not speaking to the hotel directly but the main reservations number. I explained to the person that we had been to the hotel but decided not to stay. Because I believed my reservations were cancelled, I went online and made reservations at the Courtyard Wilmington Brandywine for the same nights. So it was to my surprised when I checked my credit card bill the next week I was charged for 4 nights. I called the hotel to ask why. I spoke with **, the manager, he told me I did stay in the hotel and he remembered me. When I explained to him that was not the case because I had cancelled my reservations and I stayed in another hotel. I gave him the cancellation number and he told me he would investigate.

He called me the next day and told me he had to charge me for all 4 nights. I called Marriott corporate and explained what happened. They told me they would look into it. Four days later I received an email from the hotel telling me they were only going to charge me for 1 night because I checked in!! I don't understand how I could cancel a reservation, receive a cancellation number and still be charged. They keep saying because I was checked in. If I was checked in - how come central reservations didn't see this? How is it that I received a cancellation number but the hotel didn't? If ** remembered me, how did he not investigate why we never came back to get a key? Didn't he think this was unusual? Also, I have written letters Mr. William Marriott and have never received a response. This too is disheartening. I want this 1 night removed from my credit card.

Also, when I remarked on the cleanliness of my bathroom and the hallway, the attitude of the desk attendant was dismissive. She interrupted me and said she would tell the housekeeping department before I even finished telling her what I was seeing. Then on top of that, I paid top dollar for a drink at the bar and it was pretty bad. Way too much sour mix. I choked it down because I was too tired to mess around any further. All in all, this was supposed to be a treat for myself and it was just mediocre at best. Not sure I will get that "temporary" deposit back or not without calling them. Yeah, I cant say as I'm in any hurry to go to Marriott again. Pretty depressing when you're a poor guy who doesn't get out much...guess I should've gone to the Hilton.

When we finished eating we left 5 dollars tip and started to walk towards the lobby to go back to our room, we got stopped by our waiter who asked us for the vouchers, I said I did not know we needed one since I usually stay at the Marriott Fairfield on business trips and never asked for a voucher. Well I said, "Let me go to the front desk," and there she was the manager Mrs ** the first encounter with a very rude African American Manager who told us we needed proof that the breakfast was included, and she clearly told us that she will not let us get away with a free breakfast unless we have proof. She said we get what we paid!!! If you pay more for a room that is what you get.

My husband and could not believe what we were hearing from a so called manager. I told her that we will definitely paid but Marriott is misleading in their website, so we ended up paying 46 and something dollars for the worst breakfast I ever had at any of the Marriotts hotel. I am a silver elite but now I am having mixed emotions towards the good image I had about Marriott hotel in general and I am thinking to tell my boss so they don't send more employees there.

Yes, we stayed there using my points form Cheap tickets.com this time, we paid $167 for both nights but oh boy what a humiliation from a horrible manager. I called trying to speak with her boss but she never called me back. We are hard working people, I am an RN, my husband a current customs officer, Navy retired who did not deserved to be treated that way at all. What a way to treat a veteran on his weekend of veteran's day. I guess you need to verify accuracy on their website before booking with them.

I mentioned there was nobody in the spa at the time that I came in and that I could show her the Groupon and she said no that I still had to pay for it. Then I went to the front desk and they said they cannot do anything either because they are separate from valet. In the end I pay the $25 even when I had it included with the Groupon and the lady in valet said, "You can try to get a refund from the spa." I call yesterday Sunday and talk to a lady I believe name Loraine (I believe she was the operator) and she said just bring the valet ticket to get it stamp in the spa and I was going to receive the money back from valet. When I went today Monday to get my money back I was told something completely different by the spa lady, front desk manager David **, and the valet manager (this was between 1-2pm).

I first went to the spa and the lady there did stamped the ticket from Saturday. But when I went to valet even with the ticket stamped the manager said there was no way I could get the money back because It was from Saturday. They call the front desk manager and he was less helpful and he even said every time I go to use the spa I have to pay for the parking which I don't even know if it's true because the lady from the spa said something different. I was there for 45 minutes going back and forth trying to get my money back but the front desk manager, the lady in the spa, and valet just kept saying that they couldn't do anything for me. I was tired of going back and forth and just wanted the money back. I went to the front desk and told the manager David if there was anything else he could do for me and he said no. And that If I didn't leave he was going to call security to take me out.

Nobody has ever told me that before and I felt really humiliated. From the beginning all this was really unfair. I don't know if maybe there was a miscommunication but I was only told that the parking was included. Hopefully they don't treat the rest of the guest the way the did with me. Even If I was not a hotel guest but in the end I was still a guest. In the end I left and without getting a refund. And I'm not going back there again.

We had our fun then the next morning we were packing up to go. We left and an hour into the car ride back to where we live I realized that I left my mother's day necklace on the tub in the bathroom. I called them right when I knew I didn't have the necklace and told them exactly where I left it. The head maid at the time said that he would call me back. He never called me back so I called the next day and talked to a woman who said she was head of the housekeeping and that she would go look again for me. She went to look and told me it wasn't there.

So next I asked to speak to the manager because I called an hour after I left and I told them the exact spot that I left the necklace. The manager was never in and I called for like two weeks straight with no answer. Finally I called the main Marriott line to file a complaint and the manager for Tyson's Corner called me back about a week later. She apologized and told me that head maid said she went up herself to look for the necklace and since they couldn't find it there was nothing she could do for me. I know for a fact that one of them stole my necklace but even if I called the cops my family said there was nothing they would be able to do because I couldn't prove it with hard evidence. I was very disappointed because we have left things at Fairfield before and they have shipped them back to us. My family and friends has left things at Marriotts before and if they couldn't find it they got a free night or something. I will never stay in a Courtyard again.

If a restaurant at the Marriott is to turn into a dance club the current policy is deemed harmful and posed a threat not only to my husband but to public safety. There are many details to this action and can result in severe consequences. Many details that I am sure was not added in your internal document. As a wife and a citizen I must take action. I was severely distressed even traumatized and still am; otherwise, I would not be writing this email as a start. I will let you lead in the right course of action that should be taken. FRUSTRATED.

Here is my story. Several years ago while on vacation with my wife on the island of Maui, we were approached by a Marriott sales representative, who invited us to attend a time share promotion in which we were promised free vouchers for some of the island activities in exchange for attending a 1 hour presentation, so we decided to take the offer. After 2 long hours of what I felt was a very aggressive sale presentation my wife and I decided to purchase a timeshare unit based on the facts presented by the sale rep, which at the time seemed like a good investment. (We were fooled)

As we started to use the timeshare I noticed my maintenance fees are going up each year and I was never informed about that. When it came time to book our yearly vacation thru Marriott, I found myself always settling for an off-season week that never worked well with our schedules. According to the sale rep it would be very easy to reserve the week we desired or if we decided to exchange our week, we could travel anywhere in the world because the Maui property was the most desired and can easily be exchange. (Those were lies as well)

But it gets worst!! This is when I decided to take action against Marriott. The main reason why my wife and I decided to purchase a timeshare was because on the resell value. This is where the biggest lies were told. Now looking back at the well-seasoned sale rep which is no longer employed by Marriott (Hmm I wonder why), the sales representative knew he sparked interest when mentioning the resell value and it being a safe and smart investment, so he quickly reconstructed his sale pitch and focusing heavily on the resell topic. He mentions things like You can sell this unit at any time and make a profit. This will be the best investment you will ever make. This unit is like money in the bank. The Vacation property Market is not like the housing market because vacation property always goes up in value over time. It's a safe and smart investment. Well here I am several years later and wanting to sell the unit, So we list the property with a time-share reseller who has been soliciting us via mail since the first day we purchase the unit. They promised to sell our unit for a $690 fee and they suggest we list it at 75K because of the demand and location.

After several months of not hearing anything form the reseller I make a phone call, and here comes the excuses. (Beware all time share resellers are scams) I basically found out that the timeshare that I purchased for over 75K has no value at all, and it can't even be give away. Well now I am really upset, the reason I purchased the unit was because of the resell value. So over the last few months I've sent several requests to Marriott's corporate offices, hoping to resolve this issue. After telling Greg ** Manager, Customer Care my story his basic rebuttal is nothing they will do because I signed a contract with Marriott and that's that. Keep in mind the contract I signed was well over a 100 pages and when signing a contract of that size most people don't have the patients to read it word for word, so we put our trust in the sales representative and the reputation of the company we're dealing with, as I did.

I believed what the Marriott sales representative was narrating to me on the contract to be true. So the sales representative quickly narrated each page of course leaving out anything that would throw up any flags and then pointed to where I need to sign. I put my trust in him and Marriott and I signed the pages as he instructed me to do and we moved on from page to page. (And I got screwed). I have meet others that have experience the same dishonest tactics used by Marriott in order to sell timeshares. If this has happened to you please email me at **. I am currently talking with a news network that wants to run a story on Marriott if you're interested in telling your story like I am, let me know.

The contract should have been more forthright and say 'WILL CHANGE MANY TIMES'! False statement? Also, I am in competition each year with Marriott to rent my week as they buy up what's out there on the market to sell off as hotel space. But they say they don't have anything to do with the TS side of things. Seems like a conflict of interest here.

Again we left and returned much later and the ants were gone. In the morning as I was trying to get ready to shower and preparing to check out, I was shocked to find our bathroom crawling with more ants than I have ever seen in one place. They were all over the floor, on the vanity, everywhere. Needless to say, I did not shower, I shook out all our things, threw our toiletries away and checked out. We told the front desk of our experience and they apologized for the problem stating "unfortunately the weather causes this, we always have that problem". As I stated I stayed here years ago and never had this issue. I will not be staying here ever again. Although I love Marriott hotels, I will be leery of using them again.

I also emailed the executive team (Both Arne Sorenson & Deborah Marriott Harrison) of the Marriott and received no response back whatsoever. Perhaps they do not care about their guests. I would say that if you want a safe, family friendly hotel... this hotel is not for you. If you want to go home with ruined clothing and extensive injuries then this may be the right place. Sit by the fire, enjoy a nice drink after serving hours and get attacked all under one roof. I give this hotel an A+ for providing a real life adventure and experience.

We had a situation, we myself and wife were attacked by a hotel guest at the Marriott Spring Hill Suites in King of Prussia, PA. We are not very seriously injured, just minor bruises and scrapes. It was very traumatizing for myself and my wife. She had a knife held to her throat for no reason. The man had consumed too much alcohol at the front desk at the Marriott. I believe the Marriott put our lives in serious danger by over serving someone alcohol and having no security guard. Let me know what you think. Thanks so much.

In my past experiences, when I asked at other hotel chains to extend a stay, it was always contingent upon ensuring there was room upon other guests to check-in. I have been allowed to extend and at times, they were full and offered to help me find a comparable hotel. I have NEVER been in a position where I was cancelled to allow current guests to extend. I find it reprehensible and unethical. I find the fact that they cancelled my reservation without even contacting me as maddening. I am a silver elite Marriott rewards customer and even have their rewards credit card. Guess what is going in the trash?

The front desk clerk then proceeded to tell them that they wouldn't be able to give them the room they already paid for since they couldn't charge the card again for the incident fee. At this point because my daughter is only 20, I came down to talk to the front desk to find out why they charged $70 for an incident fee for a 1 night stay and why weren't they told they were charging any additional fee to their card. The clerk finally called the manager. He admitted he made a mistake and gave my daughter their room.

The next morning at check out when we talked to a different front desk person and told her what happened about the $70 charge, she advised they are only supposed to charge a $20 incidental fee per night and wasn't sure where the $70 amount came from. Had I known there was an incidental fee, I would have provided my own card for my own room. What kind of hotel actually adds and incidental fee to the hotel charge?? She also proceeded to call her manager to see what could be done about this charge and she finally stated that the manager couldn't do anything until Monday 9-8 and would call my daughter's boyfriend back. All the kids wanted was that money back on their card and as this was the only money they had until payday this week.

I then proceeded to call Marriott's customer service line and spoke to a customer service supervisor named John Joseph, who was absolutely no help whatsoever, therefore when I asked to speak to someone higher than him he told me the only other person higher than him in the company was Mr. Marriott and then later proceeded to hang up on me! Horrible, horrible customer service. Marriott makes the mistake and not one person with the company wants to try and correct it or make it a better stay for us!!

Oh and the manager (**) of the Fairfield Inn never took care of the charge or called us back on the 8th as we were told she would. All she had to do was call the credit card company and have the hold released so they would have access to their funds. When I tried to call her yesterday I was directed to the assistant manager and she said she wasn't able to assist and that she would have Jennifer call me back the next day.

After questioning the manager, she said it was because they didn't have a phone no. and couldn't contact me. I clearly told her I had called and that I was very angry. I was shuttled to another hotel, The Marina Inn, and the Courtyard did pay for the room. However, I was given a smelly room in the corner near the elevator facing a wall. Of note, there were 2 other persons they had bumped who were staying there and they were not accommodated in the type of rooms they had requested. I will not be staying in a Marriott or any of their partners again.

I took my crocs off and walked into the 1/2 inch of water in the bathroom and shut off the water, plunged the toilet clear and cleaned up all the water and poop on the floor. They changed my room that night to the 3rd floor. During checkout, I talked to the front desk about what happened the night before. She was unsure of what to offer and brought over a manager so I thought. After explaining my story again, he offered me $25 off that night and a free night stay in the future. I thought that was great and he gave me a rewards card and I wrote a note on the back of a card telling myself about the free night stay.

On Aug 1, 2014, I decided to visit my Mother and my wife booked the hotel. We checked in and I didn't think about mentioning the free night stay at that point. We visited my mother and came back later that night and used the pool. During checkout the next morning, the front of house manager said there was no note in his computer about the free night's stay. I asked to speak to the general manager about this but he was off that day. Talked to the GM on Aug 8 and explained the whole story. He tells me I do not think that happened and will not honor the free night stay.

Long story short, the GM Andy ** is calling me a Liar and there is no other recourse other than never to go to that hotel again. Thanks for listening.

I went right over to the desk clerk and told him that I was upset and all he could do was to tell me that Ruby Tuesday's was right down the road .. Never I'm sorry or anything.. So, we walk down to Ruby Tuesday's and they were about to close too.. So we walked back to the hotel and spoke to the front desk about a wake up call for 4 am.. And have them our room + and they said they would... When we got into the room, the complimentary water bottle had been open. So we went to sleep.. Just irritated..

We woke up at 0515 the next morning... Late as hell because we never got a wake up call.. So we overslept and missed our plane.. I was furious. I called that locations manager on duty and explained how important it is to be on time in the Military.. And the manager said he would correct this issue and he offered to reduce my bill by $35.00, wow.. That was not worth my time to call.. So, I just checked my credit card charges.. And lo and behold, the bill for the hotel was $200.00 and it wasn't reduced.. They lie and want to tell you what you want to hear to get them off the phone.. I will never go back there again.. I hope this doesn't happen to anyone else.

I called Monday afternoon and spoke to Customer Service Rep Brittany **. She was apologetic to our situation. She then gave us a Free Night and went above and beyond. The Asst General Manager didn't want to be bothered with the whole situation. General Manager was great, also telling me she would address these issues immediately.

I will go back based on the hospitality of General Manager and Brittany. These two were willing to make sure they made everything awesome on our next visit. I will be returning to get the experience I should have had the first time. So a special thanks to them both. I am going to make sure that Brittany receives the recognition for her willing to go above and beyond to make sure our issue's were addressed. She is One of the Best I have ever had to deal with. I give her 5 Stars.

I showed up at the Fairfield. I was offered one room with one King size bed for one night. I was furious by this time. The room would not accommodate my family and I initially had reserved 2 nights!! I immediately contacted the Residence Inn again. I was transferred to the cell phone of the general manager Anthony ** whom I had a long conversation with. I tried to explain to him that the room would not be large enough to accommodate 2 adults and 2 children. He was rude and said he could move me to the Springhill but he would only pay for one night, and if I wanted a second free night, I would have to move to the Residence Inn for a second night stay. I told him I have already been inconvenienced when they overbooked and disregarded my reservation. I was not willing to move to another hotel.

It really seemed that he didn't care to provide the best service and I honestly don't feel he truly represents the Marriott. I argued on the phone with him. He continuously interrupted while I tried to explain to him that our family had things to do and it would be too much of an inconvenience to move for a second time after a one-night stay at the Springhill. He said to me his hotel is the Residence Inn, not the Springhill. Therefore he was only willing to pay the one night at the Springhill and I would have to pay the second night if I moved in the Residence Inn. I then asked for the name of his manager. He refused to give me the name. He proceeded to give me 800-marriott phone number said I can call them to see if they can help me. I told him I am not asking for the customer service line. I wanted his manager's name. He said his manager is Mr. Marriott. I knew then he was lying to me and really didn't care for the situation he has put us through.

Finally, I passed the phone to my husband, so he can further speak to Anthony **. By this time, I had been on the phone with him for at least an hour. He was refusing to provide his direct manager's information. After my husband spoke to Anthony **, Mr. ** finally agreed to have us stay at the Springhill for the two nights. Just when I thought the nightmare was over, we reloaded our luggage from the Fairfield to go for our two night stay at the Springhill. As I was checking in, the receptionist stated to me she just got off the phone with her General Manager Anthony ** and she has been instructed by him to provide us with a room for two nights... Now, Mr. Anthony ** had previously said to me he had no control over the Fairfield and the Springhill because they were not his hotels... Well, he lied because he is the general manager for both the Springhill and the Residence Inn. Both are about 1000 feet from each other.

After this terrible experience, I am completely disappointed with the Marriott and the general manager Anthony **. A wonderful well planned weekend became a true nightmare. I will further refrain from staying at a Marriott though I was been a devoted rewards member for years. I will never want to experience this again. I had planned on spending a nice time with my family in a spacious room. The food I had brought with me went bad. We didn't have an outdoor pool as planned and the room we were accommodated with was much smaller. The treatment I received by the general manager was rude and unacceptable. No customer should be treated that way, and all reservations should be honored. If a reservation can't be honored, then what's the point of make a reservation????

Upon disclosing this information to the General Manager, she blamed it on my animals staying in the room. These pets were seen locally by CottonWood Animal Hospital for fleas, ticks and heartworm and treated for all (monthly) with medication. In an effort to rid me from the hotel, they threw me out saying that they had complaints from guests about my pets jumping on people and that I said inappropriate comments. That's the best they could do to rid me from their property rather than take care of the issue.

If you are a business traveler, stay away from these hotels near the SLC airport and try to find a reputable boutique style hotel downtown that has fewer transient airport clientele. It's worth paying DOUBLE not to stay at the Marriott Hotels any longer. They are one step below Motel 6 these days, just spend the $$ for safe and protection. Don't let the foo foo renovations fool you, their "free" liquid egg breakfasts and hotdog Tuesdays are meant for children aged 12 and below. No class. What a shame that company had to tank! I was a platinum member for over 20 years and wouldn't even give my free nights away to worst enemy.

We were also told that Marriott would buy it back from us if we decided to sell it in the future. Yet another lie as they conveniently do not have a program for club points right now. If I could go back in time. I pray that someone files a lawsuit against Marriott for such scams as these in falsified sales pitch. We were also told you could trade points in for airline fare. So I tried that before I lose my points and I find out that my points are only worth about $400 in airfare. Wow…

He explained that Expedia deferred to the hotel in these types of decisions. However, when I received my credit card bill, the charge of $989 for my four-day stay was listed on it. The hotel claims that it sent a full refund to Expedia, but Expedia hasn't refunded my account. Could you assist me in removing all charges from my bill?

First let me say I am a platinum member and have been loyal to this brand as long as I can remember. We stayed at Laguna Cliffs last year when the Ritz was booked. We had a great time and decided to return for our anniversary, Father's Day, and my husband's birthday combined. We checked in June 11, 2014. Then in the evening when we had dinner reservations the power went complexly out while I was in the shower. There is nothing safety wise in the room (glow sticks, flashlights) to help. I called the front desk and was told it was a citywide outage but yet when we went on the balcony, every city light was on.

The woman at the desk said to check back for updates. I called 30 minutes later and she barked at me and said, "Listen, this is not our problem!" I was stunned. I called customer service to complain (the GM was apparently on vacation our entire stay). Later that day a gentlemen named Felix called. He said he was the front desk manager filling in for the GM. He then says it was a city wide outage and "we are not giving compensation." Not once did I even allude to wanting compensation. I was simply complaining about the way I was spoken to. He also said the power was out only for 2 hours - it was not. Ours came on right before 3 am. I know this because it was so unbelievably hot in the room I could not sleep. He said, "I'm going to send up a breakfast coupon." He did, for 2, and there were 4 of us. I returned it to the desk.

The next day we stayed out at the pool until 6:30 pm. When we returned to the room, the cleaning lady was in there. We waited outside until she was finished. She left and we came in. My husband and I made a left into the bathroom as the children went for the pillows looking for turn-down chocolate. Suddenly my daughter and son are screaming at the top of their lungs! We run out to find them on the floor with blood streaming from their ankles. We had no idea what had happened! My daughter yelled, "The bed!" We looked, then lifted the dust ruffle and the bed frame piece was sticking out at least 6 inches. It had sliced their ankles. My daughter's was swelling very fast. I called the desk for help and they sent one man from security. He gave us ice packs and band aids. He photographed the bed and as my children are crying, he says the bed sticking out was caused by us getting in and out of it one time, impossible. He said he would get back to me with the insurance information. This never happened.

Over the next few days, I called the desk, the assistant to the GM and the Liaisons in Mr. Marriott's office. His office said, "You'll have the insurance information today (Friday)." We never received it. We were met each time with, "We will get back to you". The urgent care did not take our insurance and we really needed treatment. They never offered any paperwork or incident report to me. When we originally checked in, I did not have our debit card. The flight we took was fully booked and one of our carry-ons had to be stored in the back and we were in first class. The airlines thought they had found the bag which had my husband's debit card and our iPads inside and said they would deliver it to the hotel. That never happened. They had actually not found our bag. Upon check-in, I asked if I could pay cash for the incidental hold. They said yes and I said, "How much do you want?" They said $250 and I gave it to them.

When the day came for check out, I had requested a 3:30 am wakeup call because we had to go all the way to LAX. The alarm clock was not operational in our room. We woke up at 4:30 panic stricken. As I'm dressing the kids, I told my husband to go get the car (from valet) and run to the desk to get the statement to see if we had any balance. He pulled the car past the walkway and we are rushing to get the bags in the car. I still had to go by the desk and I still needed to print boarding passes inside. Then a man comes jogging towards the car (his name tag said Gene).

He said, "Where the hell are you going?" I really thought he was speaking to someone else. He said, "You have a balance!" I said, "I still have things in the room." I really didn't understand. I went upstairs and got the rest of the things. When I came back down, he had guys guarding our car! As I approach the car, I was talking to the airlines to try and see if there were any other options to get us out that morning. I was so distraught and as I'm speaking on the phone, one of the guards of the car says... "You have not paid for any of your stay here and you're trying to run out!" My children are hearing all of this. I continued to talk to the airlines and Gene comes back, walks right up to the man guarding the car and said, "I've had enough of this waiting. I'm calling the sheriff's department and having them all arrested!!!" Right in front of my children! I was forced to hang up with the airline.

I run into the hotel while this blonde man behind me is going, "We know you're trying to skip out!" I go to the desk (I had paid with 175,000 points prior to stay). The balance? - $107, for the remainder of valet. He then called me a LIAR and said we never scheduled a wake up call. Again, we are Platinum rewards members and you have all my information. I paid the balance and was so distraught I did not even print out our boarding passes. We missed our flight which turned the next few hours into a nightmare for our family.

On a side-note, they had an old Amex on the account which I updated to our debit card when we purchased the certificate for the extra points we needed. Apparently this was never done in the system as it should have been. There are no words to express how it felt to be accused of running out on a bill, having the car guarded, saying, so my kids could hear, we were all being arrested. And when we needed insurance information for my children, we were refused. We've yet to receive any kind of a call back from the GM of the hotel

Just think how retarded the Marriott would act to a customer with a more serious issue if they are bugging about something that doesn't even matter. When I have a coffee at a real Starbucks they don't bother you at all even if you are in the bathroom for more than an hour. They just don't bother with things so unimportant at the real place. So the Marriott needs to go out of business. I see so many complaints on this website about them. Yet nothing on here about how awesome they are. That's because they are not awesome. The Marriott sucks and so does that security guard working for them. Next time that guard is using the bathroom I'll be outside it banging on the door to hurry because that's what losers do in this world is things that are stupid and annoying.

I proceeded to the front counter to complete transaction. It was then I realized that all employees were acting very strange. In short they called the cops on us, kept many of our belongings, had any and all male member of staff come up to room as if to threaten me...all this in front of our two kids. And the story goes on, believe that...but I'll spare the rest for now. I am certainly taking them to court, deprivation of character just to start. So Marriott staff in Scottsdale, if you see this count on it..I've already found a lawyer to take case with no money down.

5. I sent them the blog article and this is the customer service comment on the blog:

Firstly, we don't make money by giving stuff away... We are so worried about those 10000 people telling 100000 and those telling 100000000 though! When will it end, oh no! Also, nobody is calling you a liar, you are just interpreting it as such, much like a paranoid person does. Thank you for choosing not to stay with us as our staff & other guests are thankful that another entitled brat isn't here expecting to be treated like the president.

6. It's rare that I have ever complained about anything in my life but this comment really got me going!

Shocked and disgusted I called the front desk and was connected with housekeeping who apologized and left after changing all the bedding. It wasn't until later in the day that my son found an almost empty whiskey bottle under the bed. My wife contacted the front desk and was told the housekeeper for that room had an exemplary track record. Be that as it may, the bottle was overlooked and we were credited 1 night of our 4 night stay. We returned to So Cal in February 2014. We decided to try the same Tustin Courtyard thinking it was a new hotel, there probably would not be another problem, and we could use our reward points for our stay. We did not have enough points for the other location so that helped us make our decision.

We arrived late on Saturday Feb 02, 2012. I ran the Huntington Beach half marathon on the 3rd so it was an early night on the 2nd with the privacy shades drawn. The rest of the week was spent at local amusement parks with my 3 children. Early mornings and late nights, no housekeeping was necessary as we don't want people in our room when we aren't around. The day of checkout was filled with packing and gathering up our effects. I pulled the sheets and blanket all the way to the bottom to see if there was anything of ours left in the bed. Several stains, some through to the mattress pad were seen, pictures were taken to show management.

**, the assistant manager sent up the head of housekeeping who examined the sheets and apologized profusely for making us sleep in what he called "waste". When we contacted ** a second time she finally came up to our room to look at the issue. ** then told my wife that our children must have been sleeping in that bed and had accidents. My 2 boys slept on the roll-out couch in the family room and my 13 month old daughter in the crib provided. ** then told me that they must have spilled apple juice in the bed. Like most families, drinks and food are not consumed in bed, even at a hotel. ** finally agreed to credit our Marriott card 10000 points, which was 1/8th of what was used for our 5 night stay. 5 weeks later, and two promises by **, the account was finally credited after contacting Marriott a 3rd time.

We stayed with children and were at the end of a long hallway by the stairs as in our previous stay. Is housekeeping tired at the end of the day and skipping linens?? Did ** steer us towards that room because that is where families with children are put? Is this common? Does it make me feel bad for staying in a hotel that for the second time put us in a bed that was obviously not cleaned, the answer is a resounding YES. Is the threat of hepatitis real in 2014? Yes. Thanks ** for not caring about returning customers, and trying to shift the blame for soiled linen and a poor work effort of employees probably needing rest instead of doing their jobs to a hard working family trying to enjoy family time together. You should be ashamed of yourself, and your establishment. I will tell everybody I know how we were treated by you. Maybe you are ok sleeping in someone else's filth, we are not.

Original Review: March 19, 2014

I cannot express enough how upset I am with Marriott. My husband travels frequently, always staying at a Marriott or Hilton. My recent experience has made me realize that Hilton cares much more for its customers than Marriott. We are traveling on a 7:30am flight. We booked the Marriott at the Philadelphia airport, as we would not need to even walk outside to get to our flight. I first booked it online. I then followed up, on the phone, the same day. I booked it for 3 people online. I then called for the corporate rate, as my husband is traveling with us and my son and I are tagging along. I did tell them that there are 3 of us.

Yesterday, I decided to prepay to save some money. I went online and saw that the 2 double bed rooms were sold out and that we would be in a King. I called the hotel and she confirmed this. I was expected to stay in a King bed with my 250 pound husband, my 5 foot tall, 105 pound son, and myself. I then called the customer service number which angered me to the point that I needed to wait until today to call corporate. For 20 minutes I was told I was wrong. I was told how booking online on the Marriott website is not a good idea. I was told they would have given me a row away bed, for a price no less, and have been expected to be satisfied. She did, however, acknowledge that it was requested that we have two double beds on two separate occasions.

I just spoke with Judy **. I became very upset and actually hung up, after I told her that I am very upset and will be hanging up. She again said the same thing. She said that the room cannot be guaranteed. The room cannot be guaranteed yet you are telling me that no double rooms are available. Who is being guaranteed if all rooms are sold out except for the King size rooms? Why can't someone else have the King and I get the double? There is no guarantee, after all. Judy ** offered to call the manager to see if there are any double rooms. At this point, hearing repeatedly that Marriott does not trust its own network, I was very upset.

Days Inn, not a luxury hotel, will tell you online that you cannot have more than 2 people in a King size bed room. She stated that sometimes people want to extend their stay. I have been in hotels that tell you that you can stay but you will need to change rooms. She said people do not like that. So, instead, people like me lose out. I have never before encountered such issues. With the wrongdoing of Marriott, we should have been offered that room at the same price, if not complimentary. We were only offered excuses. I am wrong. The computer is wrong. The iPhone app is wrong. No one will take responsibility. I was shocked to be told I, as the customer, am wrong though.

Apparently, my choosing Marriott was what was really wrong. My husband and I would never have booked an early morning flight with our son knowing the situation. Marriott was one of the reasons for that. I have explored the idea of contacting the Better Business Bureau to ensure this does not happen to anyone else. Marriott really should pay the change of flight fee since they have made it very difficult for my family to enjoy the beginnings of our vacation. Comparing a room was the least they could do. Instead, all I heard was excuse after excuse. Marriott should be ashamed. I am so happy I did not show up to this. I already do not know how I am going to deal with this vacation but the thought that a hotel would ruin it for my family is outrageous.

I am very upset with the Marriott customer service. Today I decided to contact Mr. Sorenson. I just read that Mr. Marriott retired and turned control over to Mr. Sorenson. His office transferred me over to "Mr. Marriott's office" and Judy, the person I was calling to complain about is who answered! This is a joke. Today I also emailed Mr. Sorenson and Mr. Marriott and Mr. Marriott's email was undeliverable, further showing their disconnect.

The next day (day 2) was fine, but after sleeping on the 2nd night, we woke to slamming and shouting from rooms on all sides of us, some English class or something at 8 in the morning. This is a hotel; we wanted to sleep past "opening hours" for once. Day 3, (on day 2 I made) a small sign/banner to place on the rail saying Happy - current convention - was against hotel policy, understandable, but security decided to barge in while I was just out of the shower. They claim to knock, I guess they did, but that is not ethical, YOU CALL FIRST, and that's what messages on the hotel phone are for (that's why they flash). I could answer a call naked, not the door.

Day 3: nothing was open due to a storm. Hotel did not tell ANYONE that their indoor "town" and park rainforest jazz.... that everyone decided not to even open these 5 stores, no coffee, no juice/sandwiches besides a loud sports bar... maybe the hotel gift shop? We ordered room service. Apparently a house salad is a piece of celery cut in half twice... on a plate. Food was also cold, odd for us being on the same floor as the kitchen.

Day 5: someone came in our room while we were out for 4 hours, without asking and completely ignoring the do not disturb sign (TAPED to the door since day 1). We were about to drop and sleep when I noticed extra water bottles next to the ones we refilled, then HUGE trash bags scattered along the room, and extra towels on the sink. Calling security and REPORTING the incident only got us a shrug and "that's what housekeeping does" which deems the do not disturb signs useless. After reporting it, security did come to our room to fill out reports. Soon after, we were about to sleep, a code access noise came from our door. Someone could have just walked in our room. I had to call down again for that to realize it was security accessing the data from entry.

Day 6: a strange lady took pictures of our door, and through the peep hole. I saw her take another one AT our door/number. We're pretty popular people and people may follow us back to the room from time to time, so after the night before this creeped me out again as I packed to leave. This turns out to be nothing but a lost person according to security. Day 6 was checkout, and we also found our "on the house" parking charged $35 a day, resort fees charged for days nothing was open (and raised $3 per day from what we were told at checking) AND charged more on one day for no reason. These were fixed, but nothing else I mentioned above from other days. Due to policy, they cannot compensate me until claims called.

My problems were not solved. They were negated then absurdly dismissed with reasons like "there was no code access so no one went it" YET "on tape she was only in there a short time" to "we can't do anything until claims calls in 72 hours". No call in 72 hours, no reimbursement, no proof shown to me, just excuses and cover-ups and nosey hotel staff as usual (when we go to these conventions). I've found, hotel staff NEED/WANT/HAVE to see the private room which we change. They HAVE to follow us in, dig through our belongings (which happened this time as well), damage them (again happened), and dispute it soon.

I do not like this hotel. I prefer anything but. Unfortunately, we have complex items which should not go out in cold winter weather or wind and should stay localized. We have copyrights but not PATENTS on some items. This does not hold well with anyone that wants to follow us back to our room. Then turn to the wandering/bored housekeeping crew and say "we forgot our key card. Let us into 4131 for a second" leaves me looking to file a case of simple unlawful entry or utilizing a rented space for personal interest.

We were a "guest" for all good sake, and one of the good guys (2 ppl, one room, with 2 beds! not the "10 ppl, one bed" guests that weekend. So with ethical codes and morals like this hotel, you might as well sleep in your car with doors unlocked. Anyone is anyone, no matter if they have a uniform, name tag, or soiled stolen clothes from 5 states away. I'm not giving hundreds of dollars that we can unsafely get for free otherwise. Then to be talked down to by security. I was very nice and understanding until they decided not to follow up call - making me do this on my own. I'm making this a point, this is the second yr this hotel has done this, but not the first of creepy stories. Some housekeeping staff leave rooms they are cleaning to follow us back and demand using the phone in our room to enter hours and tasks... yeah Dragoncon not anymore. Now Washington DC.