Marriott Hotels Reviews

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.

It was a hockey team's equipment room and I would have to deal with it. As you can imagine I was furious. We then proceeded to raise our voices with each other for a minute or so. The night manager concluded by saying if I did not like it, he would call the police and kick me out. I said, "Yeah Right" and I hung up. 10 minutes later the police were at the door and telling me I was kicked out. No discussion, nothing. Get out! The night manager was standing in the hallway behind the police and was grinning as if he just had a very nice meal. He was enjoying my humiliation. So I was kicked to the street with no privacy, with the temperature at 6 degrees, with my head spinning with 3 hours sleep trying to find other accommodations.

Management was notified by the sponsor and she attempted to open the door and was unsuccessful. This is when the Chief Engineer was called in, he attempts to free the girls by way of using the backup device and to no avail, he continued to get the door open for roughly and hour and a half with no avail. The Chief Engineer made an executive decision to leave the girls in the room with (no way out) in the event of an emergency. He indicated to the sponsor that he would be back in the morning to free them, due to him not wanting to disturb the other guests and that it would be cheaper to cut a hole in the wall to free them than to take the door off the hinge.

Well Mr. Chief Engineer arrived around 7:30-7:45 the next morning September 15, 2013. He proceeded to cut a hole in the wall that adjoined the sponsor's room and the girls' room. Keeping in mind that they were on the 5th floor with (no way out), they were placed in a Life Safety Hazardous situation. My Daughter has sustained some psychological mental life altering condition(s) due to this incident.

About five nights into my stay, I received a telephonic message from the hotel receptionist requiring as to how I was going to "pay the bill". She apparently and mistakenly thought that I had provided a credit card upon checking in and it somehow was declined. I asked her, "What bill?", and I informed her that my stay at the resort was already paid in full and I had not charged anything to my room and I should have $200.00 in my account. She looked up my account for the room and said that I now had a balance of $194.00 and not $200.00 because the hotel had taken $6.00 out for "incidentals". Incredulous and alarmed, I went to the front desk receptionist to find out what "incidentals" could have been charged to the room that I was completely unaware of. The receptionist (not the person I had just spoken to on the telephone) asked what room I was in and immediately looked up my account. I was then informed by the receptionist at the desk that the hotel charges were "a"(one-time) resort fee of $35.00 and my account would reflect the loss of that amount. At no time during the stay was I informed of any additional fees, including what I feel was a deceptive "resort fee" charge of $35.00.

At that time, five days into my stay, the hotel receptionist gave me the impression that the $35.00 fee was all that was going to be deducted. Even though I feel that even this fee was deceptive, I was willing to pay that and receive a balance of $165.00 upon checking out. At no time was I told that this was a daily fee. On my last day at the resort, October 17, 2013, I received written correspondence from the hotel, in the form of a hotel bill, (the first of any notification in nine days), for an exorbitant amount of $315.00 to be paid in full in order to check out. My trip was completely paid for before I set foot on the island and so I was stunned to have to pay more. I was charged a "resort fee" for every day of my stay at the place without being informed there would be one and, not only could I not recoup any of my hard earned money, but I owed Marriott an extra $115.00.

I feel that this is outrageous and cannot possibly be legal. There are criminal statutes (in New Jersey where I reside, they are listed in the New Jersey Statutes Chapter 2C:20) that exist in the United States that deal with theft, by deception or otherwise. Thinking that I would have access to someone who would listen to my concerns, I repeatedly requested to speak with the hotel manager, to no avail. He was "in a meeting" or "not in yet" or "busy with other guests" or "he will call you back". I feel that the manager, **, literally ignored me despite my numerous attempts to talk to him about these "incidentals/resort fees" during my stay. I simply wanted to know why I was not informed about the daily exorbitant "resort fee" at any time during my nine days there and what the fee was for. His ignorance and evasive nature led me to believe that he is aware of the deceptive and illegal practice of "resort fees" and was afraid to deal with it.

With a taxi waiting to take me to the airport, was when the manager showed his face and I was finally able to speak with him at check out. He would not listen to me and repeatedly talked over me not letting me try to voice my complaints about the hotel's deceptive practices. He was quite aware of my time constraint and "bravely" showed his face to me for a few seconds. I requested an explanation as to why I was not told about the fees and what they were for. He coldly and arrogantly pointed toward a small sign on the reception desk and told me, "I'm sorry. Too bad.” He then apparently contacted his security officers to see that I left for the airport. Great customer relations. Marriott should be embarrassed having this guy run a resort but you promoted him to this position in St. Thomas so I guess you would accept his rude and condescending behavior. Someone with such a position (General Manager I was told) in the "customer service" field was anything but courteous to me.

This is not what I feel is customer friendly. He looked like he was irritated and that it was beneath his "almighty position" as boss to have to deal with me about these issues. Bosses like this often look good for their bosses in upper management because of some personality trait they possess (kindly referred to in some circles as apple polishers) while completely alienating the people that work for them. Even though I did not meet this smarmy manager until the end of the stay at the Frenchmen's Reef, I could instantly tell what had been at the root of a prevailing negative attitude toward management at the resort by the employees. If ** portrays that attitude toward paying guests, I could only imagine what an idiotic way he must treat his "minions" that work there. Guys like that manager are a "dime a dozen" in this world. They impress to get ahead in their profession without the requisite skills or experience to deal with people or their job responsibilities and could care less about anyone that cannot help them get further ahead, i.e. those he supervises. These under qualified bosses lack self esteem, integrity, and the basic decency to listen to anyone that is of no consequence to them.

Had I been treated in such a condescending manner when I checked in, I would not have stayed there. Had I known about the hidden and deceptive "resort fees", I would not have booked there. Had I known that the hotel staff would be deceptive and deflect all conversations regarding "resort fees" by referring to them as "incidentals", I would not have any contact with the hotel. That is where I stand today. I wish I had been told because it would have saved me some undue aggravation. With that in mind, I will inform anyone and everyone that I speak to that it would be unwise to book a room or plan any functions associated with the Marriott Corporation. As a guest, you will be the victim of deception, or worse, and the room that you thought was reasonably priced and completely paid for will be assessed more fees by the Marriott Corporation when you least expect it. People will be told that "incidentals" are another word for hidden and deceptive resort fees but only after you have stayed and it becomes too late to contest them because they have your credit card number.

They will be informed that that room that you thought was $156.00 per night and, that you paid for in full, is now $191.00 or more per night. They will be informed that you will have to pay the difference and may be treated to a condescending meeting with some smarmy manager who will tell you, "I'm sorry. Too bad", as his own way of displaying his customer friendly attributes. Here is an idea along the lines of what you (Marriott) are perpetrating upon your guests: I would estimate that every room will probably be booked, 365 days a year. Why doesn't the Marriott advertise and just charge $1.00 per night for a room at their resorts? Then you could charge a "resort fee" of, say $299.00 daily, to every customer when they check out. The customers would initially be happy for such a bargain as $1.00 per day and may not even notice the extra daily $299.00 put on the bill for "incidentals".

Five days at $5.00 at a Caribbean Resort would then be a final bill (stuck in the door to the room) totaling a "resort fee" of $1,495.00, in order to check out. It would just be charged to their credit cards or business accounts anyway. Marriott then gets their $300.00 per night and the guests would flock to the resort thinking they were receiving a bargain. When they become stunned when billed for the "resort fee" and then try to question the hidden and deceptive charges, could be told, "I'm sorry. Too bad." That sign way over there has the word fee on it. These "resort fees" are deceptive and the legality of such fees should be questioned.

They had a shuttle but would not even take us to the rental office because it was an extra exit away!!!! It was about 8 miles from the Hotel. It did go 5 miles to the train station and mall. When we did finally get wheels and tires the service truck put the 2 on the back and there were two cars jammed in on either side of ours. (They were the only 3 cars in that area. It was close to the door and visible from the front desk.)

I went in and got the Manager (Mr. Mxxxxx) He was not pleasant at all throughout our conversations. I asked if he could use the license plates to see if the guests that owned the vehicles were there and could come out and move them so we could use the jacks to loft our car and get the wheels on it. 2 EMPLOYEES FROM THE OFFICE CAME OUT AND MOVED THEIR CARS!!!!!!! I asked if he had asked or instructed them to park there. He claimed he had not. But, one of the women that was parked there was from his office (Mrs. Mixxxxx). So when is the last time that Hotel employees park in "prime" spaces?

After We got home our credit card started getting charges for phone calls made to find wheels. I am certain if we had left the hotel, they would have had a tow truck drag our car on a flatbed and do more damage to it just to have it out of their yard. They are RUDE AND NOT TRUTHFUL!!!!!! DO NOT STAY THERE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

No security cameras in the yard at ALL!!!!!! And no plans to install any. Lighting is also poor in the yard.

An employee casually mentioned to another person in our group that "this was probably an inside job" meaning someone from the Hotel spotted the wheels and made a phone call. They probable even set out the crates to use on our car. I am disputing ALL charges for this stay!!!!!!

The hotel GM, Samantha **, refused to take a complaint about the hotel pool and failed to call the county pool inspectors as she promised in her email. I call the county pool inspectors (Complaints: #**) and they caught the Hotel employees draining the pool and hiding the dirty pool problem evidence. The county pool inspectors found low chemical levels (one inspection the pool had no chlorine), cloudy pool conditions, a skimmer not properly working, a pool gate that failed to properly self-close and self-latch, and no sign posted with the maximum number of swimmers allowed. It took 10-days for the inspectors to clear the low chemical level problems and 15-days to verify that the pool gate worked properly. The Public was at risk for most of August from this hotel's dirty contaminated pool that was not properly secured. The county pool inspectors were so concerned about these swimming pool problems that they inspected the hotel's swimming pool four times trying to protect the Public.

The hotel's response was that I cannot prove their swimming pool made me sick. The hotel's insurance company response was that I never should have gone into the pool if I saw that it was dirty. I got out of the pool immediately when I smelled the urine in the swimming pool and gave the trash (wrappers and a beer top pull) to the hotel's swimming pool maintenance, Chris. The Public needs to test this swimming pool before they use it. The Public needs be aware that when you use this swimming pool that you swim at your own risk because the swimming pool is poorly maintained and the hotel management takes no responsibility for any injury or illness it causes. It will take me many months for me to heal from the Cellulitis Staph Infection and the ankle sprain caused when I fell because I could not walk. This hotel does not care about quality service, quality property conditions and caring honesty.

On Sunday in the morning when we woke up my daughter and the other client and myself had bed bug bites. We saw those and felt those bites right away. We all took a shower, let the head coach know and the Managers in the front desk know about it. We even took pictures of the bites. Showed the pictures to the hotel staff. They said of course that they do not have no pest at all. The general manager was not very nice. They said it was a mosquito bite or something from the park or that maybe we can be getting an allergic reaction to the detergent we use. I said "No!"

Then we would have seen the bites on Saturday during the day and while taking the showers. If it were to be bites from mosquitoes. The allergic reaction no cause we took our own bites. The staff did not even apologize or offered to give our money back. They did not offer anything. The hotel name is "TownePlace Suites by Marriott" at Farmington, NM located at 4200 Sierra Vista Drive, zip code is 87402.

The second night I was there the same lady whom I have seen with numerous men over the period of this stay, came to me and asked me if I had any painkillers such as **. I told her that I did not give away prescription medication as that would be illegal so she got angry and started to curse me and stormed off. I then informed the clerk at the desk about this person's actions (the lady at the desk wore no name tag for the reasons I assume is that she receives many complaints. She has red hair, is about 5'8" and was wearing a lime green shirt with a blazer) and the clerk made absolutely no effort to say anything to this woman.

Now on the night of this particular occasion I observed the homeless man at the computer, as I have previous nights, and he was clean and was not bothering anyone. I then saw that woman go up to him and start talking to him. He didn't seem to want to talk to her but anyway I observed a pill bottle next to this man and the lady grab the bottle away from the man to check the contents I assume and proceeded to ask the man for pills. The man said no and she started claiming she could get him kicked out and that she knew he was not a guest there. I personally had no problem with this man using one of two computers and when I spoke to him he asked me promptly if I needed the computer. Now I saw this woman leave and come back numerous times and she harassed the man on several occasions.

At about 330 in the morning my wife and I were leaving for breakfast and I heard ** telling the man he had to leave. The man left and I asked ** why she made him go and she told me a woman had claimed she had been trying all night to use the computer and that she could not due to the fact that she was afraid of the man. And a moment later the same woman appeared and asked ** if she had made the man leave and upon confirmation of this fact the woman smiled wickedly and left. She never even used the computer AND she was obviously very high and she looked very dirty!

I recognized this as total ** and followed the man who informed me that he was "training for a job" and that he was going to get himself back on his feet. Not once did this young man ask me for anything so I could see that he was NOT a bad person. And I rented him a room at a local motel and gave him 100 dollars and he almost cried thanking me. I tell you what, I am well to do but I cannot tolerate people who would go out of their way to hurt someone no matter what their financial situation. I will take my business to another hotel that hopefully is NOT inhabited by rich, drug addicted snobs.

I also want to comment on the deplorable way that the local mission is being ran. I heard an unbelievable story from the man and went to verify it for myself and what I found was appalling. So I can see where some homeless may want to stay in the AC at night to stay out of this heat. Well that woman was even too cowardly to try to get the clerk to have that man to leave. She had to call the main office, I was told by **, and had them to basically threaten **'s job if she did not make the man leave. This woman is by far the nastiest person I've ever had the misfortune to encounter, as are 98% of the guests at the Marriott. I would prefer the company of this man at a local shanty hotel than to stay at a Marriott again.

My 12-yr-old proceeds on blindfolding me. We arrive in a wonderful suite on the 30th floor, awesome view and all... At this point, our family was there to cut my cake, visit for awhile, then go home. I was to stay with my daughters... So my daughter and a nephew go down to our car and bring up a bag with clothes. On their way out of our room, they run into an entourage of approximately 8 people who only 2 of which were adults running and yelling down the hall. Coincidentally they run into the room right across from ours. Literally our doors faced 1 another.

Just a couple of minutes after our people come back into our room, a knock at the door results in a manager with a security guard stating they had a noise complaint. At that point I was sitting watching TV with my 74-yr-old mother whom I'd just made a cup of coffee for looking towards the door and our VISITORS. I overhear the complaint and I state sorry I have a 2-yr-old who could have had a quick outburst and apologize. The manager proceeds to barge into the room asking who's all in here and that we all have to go back to our rooms.

At that point my daughter again explained we are celebrating and eating birthday cake. At that point I asked, "Do you mind stepping out? This is our own private room." The manager proceeds and the rent a cop pops his chest out as if insulted. They have a few more words with my daughter then leave. A few minutes later, another knock results in the MOD with a guard in tow announced that there was a noise complaint and that we all had to leave. When asked if we could speak to someone above him, he said there was no one above him and that He was " the big dog".

My ill child was already sleeping. My mother was appalled. My son with wife & child who also came in from out of town were run off when he asked for an explanation. The "Big Dog" told him he had nothing to talk to him about and that he was conversing with my daughter,"the renter". At that point, I came to the door , asked what was going on and was told the same thing. "I'm not talking to you. I'm talking only with the renter." He kept addressing my daughter by 1st & last name and shunning us with his hands after being repeatedly asked for an explanation and interrupted by the 10 people in the room across from us. The manager stated we would all have to leave, he was EVICTING US! It got down to being escorted by San Antonio police and losing out on a family enjoyment with my children coming from out of state for my surprise birthday party.

It was the worst experience in my life and I have traveled beyond United States and been all over as I have a singing career and this was the most embarrassing appalling experience I've had in my life! My mother had like a nervous breakdown. She couldn't believe she was literally thrown out of a Marriott Hotel for nothing! The most embarrassing time ever. After we left, my daughter who by coincidence is also a multi-awarded manager for a Nike Corporation asked a police officer to escort her to ask the manager, Mark, the (BIG DOG) for his business card. He proceeded to raise his voice and tell her he was done with her and had nothing to say to her and refused to give her his business card. Even the officer was thrown aback...

SHAME on MARRIOT HOTELS for employing A BUNCH OF HOODLUMS and SCAMMING people out of their hard-earned money! SAD BIRTHDAY FOR ME and Mama ended up feeling sick after this horrific experience. All in all, everyone was disgusted and saddened. Too bad there's no 1/4 star rating. That's what I'd rate... maybe.

10/13/2012 Sat Gaylord National Tic Oxon Hill MD Travel Travel - Lodging $334.25

10/21/2012 Sun MARRIOTT MARRIOTT MA NATIONAL HARBOR MD Travel Travel - Lodging $584.71

I made a pre-paid reservation online on 10/10/2012 for one night only of October 18th 2012. However when I needed to stay one night longer (10/19/2012) I called the hotel directly and extended my reservation by one more night. The lady who I spoke with again pre-charged me for the extra night stay $334.25. However when I arrived at the hotel on 10/18/2012 the attendant at the front desk said they could not find my reservation. They proceeded to make a new reservation for me and I checked in. I was assured that since I paid they would find my reservation and resolve it.

When I was checking out on 10/20/2012 I was presented with a bill of $584.71. I told the hotel front desk manager that I was puzzled why I was getting a bill since I pre-paid. He said not to worry it was the same bill. I remember pointing out that I was concerned since the total amount I paid of $619.20 did not match the bill of $584.71. The manager said I must be getting a discount and I will be refunded the difference. Trusting the company I checked out of the hotel. A few weeks later I noticed that I had two charges on my AMEX. Please note I had the two bills to prove these charges.

I called the hotel to complain and I did not receive a call back from the manager to resolve the issue. I complained to AMEX and they reversed the charges but the hotel refused to refund the charge. I just don't understand how 1 person can be charged twice for the same 2 days of stay in the same hotel. They should be honest enough to return one of these charges to me. I've been trying to get this resolved for almost a year. Please help!

There was a particularly tall valet attendant who rudely said, "Did you read the sign?" The sign stated that "violators would be towed at their own expense". I said yes, and didn't think much of it considering that my plan was to eat there. After a few minutes, he told me I had to leave because he needed the space. Oddly, there were three open spaces. I told him I hadn't planned to leave, but because of his rude behavior, I would leave once my wife returned to help keep the baby calm. He then proceeded to aggressively approached me and got in my face.

Up till this point, I kept my composure, despite his rudeness and failure to question whether I was even a customer. His aggressive behavior towards me, standing a foot away from my face while having my baby in my hands, pushed me over my limit. And I demanded that he step back from me and my child. I asked to speak with his manager, but he refused and said he would get the security. I insisted that he get the security, considering my discontent with his abrasive behavior. Once the security guy came, I explained the situation and he said that all I had to do was nicely ask to park there while waiting for my wife and the valet would have let me. Do customers have to ask to park? Is it right that my baby's life be put in danger because of some valet's ego?

We all got checked in the next morning. I checked my account and there was an extra $150 held on my card. So I went to the front desk, talked to ** who was the one who checked everyone in on what the fee was. He told me that he didn't know and that it would fall off Sunday. When I checked out, I said, "Okay." On Sunday when I checked out, there was a young lady working at front desk. I asked her again, "What is this $150 hold?" She assured me it was just a deposit and it would fall off with the $40 incident fee that was charged to my room for the other party and that she was not sure how long it would take because it was at bank's discretion which was fine with me.

I got back home to Saint Louis, MO and somehow Marriott dropped the $150 charge off the account and then charged me for another night. I called back to them and they said that they didn't get the other party's card or somehow it didn't go though so they just charged me. I did not authorize it and not only did I go to the front desk 2 days in a row asking about charges while the other party was there with me and they never once said that they did not get their card info, they told me it was a deposit hold. So now I'm fighting that with Marriott and the bank and now the $40 incident fee for the other room is still on my account. Marriott has horrible customer service. Even the manager, **, was rude. I have never experienced anything like this and I am going to complain every day to everyone that will listen until you all give me my money back.

I wrote to the BBB and Marriott Customer Service. I have received severely inadequate responses from Marriott. SSN Hotels, the owner of this particular Marriott, did respond appropriately. This is no longer about compensation rather Marriott's poor business practices and lack of customer service. Their liaison was so dismissive that I do not find this to be an acceptable response. This fails to demonstrate their supposed desire to exceed customers’ expectations with great service. They have definitely not achieved that here.

Obviously, as I care more than anything but the event, I told the artists to bring their cars away and come walking (some with clothes show) down the street with their suits on hand. It's a disaster. (Imagine, show do Brasil, with plumes and banners, which many were ruined by the wind on the street.) The truth is that I am very sorry it happened, most of all because your hotel is excellent and we have always made some great events there. But the way they mistreated us was very unfair and inexcusable, especially the manager who really knows nothing about public relations and speaking to a person. Thanks.

About 2:10 in the morning, my phone went off with card fraud alert. I was frantic. I got up in the middle of the night and looked for my purse to try to find my card. I noticed that the card was being used in the hotel that I was staying so I called the front desk. They checked on it and alerted me that it was a mistake and it was a computer recycle area. I was told that they would take care of the charges and it will be taken off. No charges will be added to my account. At about 10am, they decided they wanted to charge me for smoking in the room. I asked why I wasn't notified and also explained that she was sadly mistaken because I am not a smoker. I am just a casual smoker. The manager just kept going back and forth with me. I asked to see the damages and she said she went up there and saw it herself that there were ashes in the drawer by the nightstand. It's not mine but she still charged me $275 for leaning fee. They're very nasty, very unprofessional. This nasty Ft. Wayne location, I would never stay there again.

I asked her why she gave me two reservation numbers; she stated because I needed two rooms. I then explained to her that I had already reserved one room earlier and only needed one more. She became very confrontational and went on to tell me, why did I state I needed two? I then felt, since she was questioning me, that I, the customer, had to explain that I had already called earlier and booked one room, so all I needed was one more. I’m not sure if she has not been trained to handle more than one task at a time, but her behavior and the way she spoke over the phone was very unprofessional! I then asked her what my final reservation number was, since she was going to have to cancel one, and she hung up on me.

I attempted three times to call back and each time, I let it ring over 11 times. On the fourth attempt, she picked up and I let her know that she had hung up on me before giving me my reservation number; and she proceeded to argue, stating that she had given me my reservation number, that I must not have listened. I then explained to her that when she had given me the two numbers prior, I just was not sure which one she was going to cancel out, and that I did not appreciate being talked to by a so-called representative the way she was speaking to me. She then told me that she did not appreciate me. Then I told her she must not be happy with what she was doing, and then needed to move on, because she is giving a bad representation of Marriott. She stated "she liked her job." That is when I stated we would not continue the ongoing conversation, and I asked for her last name. She hesitated and still provided it, without the spelling.

If this location had not been the location blocked for the wedding Party of the Jamierson/Perry wedding, I would not be staying there! I know that Midland/Odessa is currently in an oil boom and the pricing must meet supply and demand, and it is probably hard to find good employees, but I can honestly tell Marriott, you have an unprofessional, uneducated customer service agent working for you, answering your calls and booking the rooms. I have always known Marriott to be at least a Class "B" hotel. She makes it a class "F"! This is ridiculous - to not have even stayed there yet and I already feel uncomfortable with this location.

I am making notation of this email, should something any more unprofessional occur, with my card number, the rooms I have booked or any other so called situation. I can be reached by email, so that there is documentation of this happening! To this time, I do not even know which reservation I have, since I felt treated so poorly, all we wanted to do was get off the phone. These are the numbers we were given. The first phone call reservation **. If you notice, Melissa gave me the last two reservation numbers and did not even match the total number of digits the first nice representative (Hilda) gave me. So I am not sure if I even have reservations. I am too afraid to call back!

I usually stay at Holiday Inn Suites or some other mid-class hotel. Yes, the view is never spectacular, but there is a newspaper at your door every day, a free breakfast from 6 to 10 every morning, and you can park free every day. The Marriott is a money mill. Over $1,000 to stay 4 nights and they charged an additional $21 every day ($84) to self park! No continental breakfast, no newspaper and except for the view, the room was nothing to write home about. It is kind of a shame. Marriott has the potential to be a classy and satisfying experience. Instead, it amounts to an expensive bed with a view (and how long do you stand at the window enjoying that? Probably not $100/day's worth).

When I went to lay down, I pulled my sheets back and there is this big bloodstain on the sheets. Again, my family was asleep, so I just slept on top of the sheets to avoid contact with the bottom sheet and said I would call down first thing in the morning. I called down around 7am requesting for someone to come up and take a look at the sheets. She stated no one was there and that I should have called when I first noticed it so they could have changed my room. I informed her that my family was asleep and I did not want to wake them up due to our long drive coming in and our sightseeing day we had. They were tired. So she told me that I could speak to someone later.

Okay, the next person at the desk when I called told me "Well, being that you are here under the child of an employee rate, there is nothing really that can be done." I stated, "Oh really. I don't care what rate I'm on. I am still a guest at your hotel." She then said, "Well being that the time that you checked in until the time that you called down again, there is nothing we can do about it." I told her I didn't think that I have to thoroughly check for clean sheets upon checking in. That is housekeeping job, not mine. So she said the only thing that she can do is transfer me to the GM voicemail box where I left a detailed message. So later on that day upon returning to hotel, I spoke with ** again and he was even worse than the previous two desk reps. I asked him if he knew about the sheets in Rm330, and he stated yes and the information was passed on to him. I asked him what will be done about it, and he stated, "Well, if you're looking for some type of compensation, that can't be done." I said I have a complaint and I would like to speak with someone. He stated like the other two that there is no one there on weekends.

I called my mom who works at Courtyard as well as my sister-in-law who is Courtyard Executive Housekeeper, and they both advised to ask for SOM or some type of management staff. Someone should be there with higher authority, but Nick advised me no. I told him that "You do know that this will be reported to corporate." Nick in return shrugged his shoulders like okay, whatever. He then went on to say "Well ma'am, the sheets were probably stained but we are not going to put bloody sheets on the bed." I told him "Y'all did not put bloody sheets on the bed. The sheets were never changed from the previous guest is what I'm telling you." He again shrugged his shoulders as if saying "So what?" I walked off because I was furious that I was being treated this way.

On Monday morning, GM (**) called and I explained everything to him. I even emailed him a picture as well of the bloody stained sheets, and I have not heard a response from him yet. So that is why I am contacting corporate because I don't feel anything is going to be done to satisfy my awful experience. He did say he would reimburse my stay, but being that I paid cash, he would offer me a night stay in the future. But I believe that was just said to try to put out the fire. I had told him that in either June or July, we wanted to return to that hotel because it was five minutes away from my brother and he asked me to give the hotel one more chance and to call him because he wanted to meet me personally. But again, that was just said to try to put out the fire (by the tone in his voice).

I am looking for another hotel in that area because I am looking to take my family to a theme park for the first time and I hate to have another bad experience. Now, I did not tell Mr. ** about everything I saw in the room and that I didn't complain about the sheets were enough. Let's go to the trashcan under the desk that had a candy wrapper in it, tissue left inside the toilet, fingerprints all over the mirror door to the closet and the dust on the pull part of the desk.

On Friday morning, my bridesmaids and I requested our vehicles from the valet. Unfortunately, Charisse's vehicle had been vandalized. Money was stolen from her vehicle. We spoke with Matt **, of the valet service, who was a poor representation of customer service. He told Ms. Charisse **, "You should be glad that your windows were not broken out, because this is downtown Atlanta after all." I am disappointed and embarrassed that this sequence of events occurred. I regret recommending this establishment to my guests. I would like to mention two staff members who were very accommodating through this nightmare. Anita and Yolanda, both serviced the front desk.

We had to ask for coffee because nothing was ever done on the second day. Also, our room was right next to the housekeepers' closet; therefore, we listened to banging and clanging all day and part of the night. I would have gotten in the pool but it was nasty. No one was in the pool that we saw there three days. Also, the day and night clerks are very, very rude and lazy. The only friendly people in that hotel were the housekeepers. We have stayed at Wyndham many times and everything was always very nice and pleasant. Of course, we will never stay there again and will be sure and tell our friends. We have been coming to Gatlinburg since 1974 and this is the first time I have ever complained.

I reported to the desk and was told that there were no more blankets to be had, but they would look for a comforter after I showed them the blanket, and if they agreed that it, in fact, was soiled. I left to attend the evening meeting in Hartford, and upon returning at midnight, found that no additional sheet had been delivered, and that the same soiled blanket was on the sofa-bed. I ended up sharing the bed with the other woman rooming with me. However, I am very disappointed at the poor level of concern for my well being and expectation that I would be required to use facilities with not only inadequate linen, but soiled linen as well.

After he plunged and dried the floor with towels, I was told we were okay and he would leave the fan to dry the floor. I proceeded to advise him I wanted to change rooms after observing this process. The gentleman proceeded to advise me there was no need to change. Next, I placed a call to the front desk and advised Ashley I needed a new room. She advised me that no other rooms were available and did not have a time of one becoming available. I advised her that I would wait. After waiting 20 minutes, I went down to the front desk and there was a gentleman walking and advising the other room was ready. This was frustrating to say the least. Ashley did apologize for the inconvenience.

At 4:30 Saturday morning, the A/C unit awakened us with a load ticking sound. Once my wife got up to see what was causing that issue, she discovered the unit had ice all over it. We were not aware on how to adjust the temperature because in room 230 there was a note that stated the temperature is controlled from another location. We called the front desk to advise them of this and were told maintenance will come over first thing in the morning. Maintenance did not arrive until I made a second call. When the gentleman arrived, he stated the floor was all wet. I advised him yes and some of my clothes had gotten wet. He stated the unit was frozen and needed to be replaced.

After replacing the unit, he left the fan to dry the floor. At this time, we're assuming that it's normal not to clean floors once they're wet, no matter the liquid. The building hallway has a very bad odor, to the point you might need to hold your breath if you have a weak stomach. Needless to say, we were quite frustrated. I expected a much higher level of service from your company, and I am quite disappointed. Because I do not want to spend any more time on this problem, I expect some type of compensation in addition to the few points offered at checkout. That was like pulling teeth. I will be informing my company, friends and family about this experience.

The customer care representative in Canada informed me she will note the account to provide me with high-speed internet and that I have free breakfast. All is well. I hang up having the peace of mind that Marriott truly stands up to its reputation and figured they truly appreciate new business. This couldn't be farther from the truth. I called Marriott again upon finding that they will also charge $20/day for parking. Since I will be getting a rental car, I was hoping they would also be able to accommodate a discount on the parking considering I am not a corporation but an individual. This is where I found out that what the rep had informed me was nowhere to be found! I talked with Monica in customer care who asked me who I had talked to. I told her I don't remember since I didn't take down the name but it was someone in Canada since I had picked up on her accent and had asked her if she was in Canada, to which she said yes.

Monica informed me she will get in touch with the hotel in Berlin and hopefully a resolution can be reached. The hotel got back and said no. They will charge for internet. I called customer care again and spoke with Kareem. He informed me that Marriott's policy is to try to come to a resolution twice with the hotel before escalating it to Mr. Marriott's Office. So he sent another request to Berlin. The hotel got back and said no. They will charge for internet. Next day, I called Mr. Marriott's office and spoke with what must have been the worst trained escalation representative I've ever spoken with. Her name was Judy. She was condescending, unprofessional, abrupt, patronizing, and overall the best word to define her is as a smart **. Her resolution of a complaint is, "I have to forward it to the hotel and they will deal with it.” How is that helpful? The problem is with the hotel! She gave me 15,000 points for the frustration of having been misled by the customer care after having herself frustrated me even more!

The only curse word I used was ** and she had to latch on to that (rather than the issue at hand) and say, "Oh that was very professional" where I had to remind her that I don't need to be professional because I'm not the one running a business - Marriott is. So it was even more frustrating having someone like Mr. Marriott's Office, who is your last chance for a resolution, have the nerve to go on the offensive with a misled consumer (where is Marriott's professionalism? ). It boiled down to them asking who I spoke with who gave me the courtesy free internet. I told her I don't remember since when I deal with a business. As a consumer, I exercise a certain level of trust that who I am speaking with is truly helping me out. I would hope that a business like Marriott would not require a suspicious mind every time I call and speak with them. I had encouraged her to begin an investigation based on my phone number so they can go through their recordings to see I'm honest and this truly did happen. She flat out refused and said not all calls are recorded. No interest whatsoever in determining who misled their customer. Nothing.

Judy had also interrupted me just about every sentence to where I had to get more stern with her and tell her to hear me out. She said she knows where I was heading, so I asked her "Oh really? What was I going to say?" And she was so way off I had to waste more time reiterating myself and have her hear me out. There was quite a lot going back and forth, me asking to just have the reservation cancelled since according to Judy even Mr. Marriott's Office can't tell a hotel what to do. So I figured ok well they can't tell the hotel to honor the free internet access, but surely they can force the hotel to cancel a reservation that was made on the basis of a misleading customer service rep. Mr. Marriott's Office has no power whatsoever over the hotel. You are on your own.

After her offer of adding 15,000 points to my account and getting in touch with Berlin to find out if they can honor the one time courtesy internet access, I asked her for a confirmation number and she said with a misaligned attitude, "For what?" Really? My two-week reservation cost me around $2,500 altogether. The internet will cost me around $240 and the parking would cost me around another $240. So the whole reservation will cost close to $3,000. It's not that the $500 will make or break me but it's knowing that the business offers no recourse and a complete unwillingness to investigate a complaint. Needless to say, I will not spend my money at a Marriott if I can help it.

On October 30, 2012 at around 1:00pm an employee, who did not identify herself, walked into my room and stated she was coming to see if I checked out. She came back moments later and stated she smelled smoke and I would be charged $250. I was not smoking in the room, nor did she see me smoking and I immediately went to the front desk to speak to a manager. He brushed me off without any investigation and told me I would be charged. As there was no power, no phone lines, no transportation I did not argue with the gentleman. During my check-in I was only told how much the room's fees were and given a key.

I checked the website to see the policy and this is what it stated: 5. What measures will Marriott take to enforce the Smoke-free Hotel policy? The policy is integrated in the Marriott Quality Assurance process. All associates have been trained to respond to potential violations of the policy. For example, housekeepers are trained to observe signs of smoking in the hotel. Guests are reminded at the time of booking and upon arrival at the hotel that smoking is not permitted inside the building. Pre-arrival email notifications also include a reference to the policy. There is a significant room recovery fee for guests who do not comply in order to cover the extensive cost of restoring guest rooms to a smoke-free condition.

I also asked if customers were going to be charged full price, since there was no electric, no heat or hot water, etc. And front desk stated to me that it was not their fault the lights were out so customers would be charged full price. There was no damage done to the room. I spent minimum time in the room as I stated there was no heat, no hot water and no electricity. I received an email from management yesterday stating that I will not be rebated the smoking fee they charged me. I am extremely upset. My $50 trip turned into a $674.11 disaster. I understand that during this time some have experienced far more hardship than myself but I disagree with this outcome.

We went down to the Courtyard Marriott and tried to check in, but the lady at the front desk refused to use my debit/credit card from Wal-Mart. There was no sign at the front desk that said that they didn't honor a Wal-Mart Money Card, and I've never had any problems checking in with my Wal-Mart money card at any other hotels or lodges before. It was really late at night; my husband Ray is a brittle diabetic and I am an above the knee amputee and we needed a place to stay as we were very tired driving all the way from Las Vegas. My husband needed to eat his meal or else he could go into a coma for low blood sugar. This woman was very stubborn and kept insisting that it was not a valid card, even though it had a Visa logo on it, and was treating me like I was some kind of low-life criminal or something for even having a card like that.

I have just deposited my entire pay check in it that evening. I have a 40-hour responsible job and I am earning enough money to be able to stay at a place like that. We weren't getting anywhere and I was very worried about my husband; and it was completely frustrating and embarrassing to me. We finally called the lady at the Fairfield who referred me to Courtyard and she said they took Visa Wal-Mart money cards. The woman at Courtyard then called a manager and we were finally able to check in.

Please review this complaint. We feel that we need some kind of compensation for this harrowing and embarrassing experience at your hotel.

On returning, we were given another room but once we opened up the pullout couch, we found half of a used condom wrapper. The manager was nice enough to give us $50.00 off our bill. I would not stay here again if it were free! When I went down to the lobby the next morning to get a USA Today paper, the bellhop asked for my name and room number. He said too many homeless people are getting the paper. I asked him if I did look homeless.

Upon arriving home, I went to Marriott's website to get the customer service number again. Again, I was told there was nothing that could be done as it was Marriott's policy to not change a bill after a stay was completed. I spoke to two different individuals. Never once did they offer an apology or anything else addressing my frustration or trying to offer a solution. I challenge anyone to go to Marriott's website and find more than five references to customers or guests (I have yet to find five references, but I'm giving them the benefit of the doubt). It does, however, address community service, profitability and how well they treat their employees. "Take care of associates and they will take care of the customers" is one of their core values.

The only other reference in their core values speaks of their reputation for customer service, which is "good food and good service at a fair price." The remaining core values address employees, their vision for the company, "high ethical and uncompromising legal standards" and focusing on "global social issues." Probably 75% of their website focuses on profits, growth and how they've succeeded in the hospitality industry. After my last conversation with their customer service representative, I booked reservations at a competitor's hotel for eight people staying for one month. In the large scheme of things, 240 nights in a hotel doesn't even cause a bleep on their radar screen. I work for a company with over 600 employees with many of them traveling more than two weeks per month. I plan to send a company-wide email encouraging all employees to refrain from booking with any Marriott branded hotel.

A fellow (whose name I wish I could remember for his kindness) left his management meeting and came up to my room as we had make a positive connection when I checked in. Him? Priceless. Hotel and Marriott policy? Um, are you kidding? Smoke-free due to smell and disease related stigma of tobacco, but piping in another chemical odor? No warning? No notice of risk to asthmatics (over 3 million) and others allergic to perfumes, etc? No matter how pretty it is, it isn't worth not breathing. It kind of undermines commitments to the environment and customers. I'm not happy and I'm letting the world know about it. Toxic is toxic.

I went to my room to chill out. Children were running up and down the hallways. I went to the pool again and the same thing. Food was scattered all over the place. There was an area with spilled peanuts, which could have been a serious issue for someone allergic to peanuts. Finally around 8:30PM, the pool was pretty much cleared up and peaceful. Finally I can get my swim on and enjoy the pool. There were mountains of wet towels scattered throughout the pool area (inside and out), toys, shoes and those peanuts. There were no towels available. I had to have a friend go to my room and get the few towels that I had. At one point, while in my room, I witnessed a family on their balcony on the top floor and children were throwing little pieces of paper from the balcony (ticker tape parade) and the parents allowed them to do this.

I was able to see just how beautiful this hotel lobby was on Sunday, August 5, when I went downstairs for breakfast. The housekeeping staff must have worked "overtime" to get that place together. I am not sure if I will make another reservation at this establishment or maybe just won't go on my birthday, which is August 4th.

Within 2 days, we were charged an additional $1,100, of which they explained was their system was not picking up the all inclusive. The day we checked out, we were given a bill for over $4,000. But after going to the manager, we were given the correct bill. Much less, we were told this was our final bill. After we were home, I realized that we were charged an additional $2,000 and they explained it was the computer double billing. I was able to receive a credit but have to wait 3-5 business days to clear. I call this a scam. I have voiced my complaint to Marriott and have heard nothing. I spoke to the Accounting Manager at the Marriott in St. Thomas and he explained that many customers were being double booked. I want Marriott to make our dissatisfaction go away!

A few days later, I received an e-mail from the actual hotel I booked in and they said that the rate would not be honored and that they went ahead and changed the rate. When I called them to ask about the e-mail, they said it was a typographical online error and they are not responsible for it. I booked my vacation around the rate I received after I obtained many confirmations from different levels at Marriott, only to have it changed after all the money I spent. I can't go on vacation now because I can't afford all the other rates and I cancelled my reservation at another hotel that I can't get back. I even booked plane tickets around this rate.

I told her that I chose two double beds because of the kids and she said yes, but there was no guarantee that I would get the two double beds. I asked her with two adults and two kids in the room, how could a king bed accommodate us? She said she didn't know. It would be tight, but that she wasn't saying I wouldn't get the two double beds. It just wasn't a guarantee. She also added that they don't allow rollaway beds. I told her I did not want to drive that far (coming from LA) to get there and the accommodations would not be sufficient for my family and then requested that she cancel my just made reservations (confirmation #**). I felt her tone was a matter-of-factly, not caring or sympathetic. My cancellation confirmation number is **.

Also, one of the laundry lady attendants went in to the breakfast room and took out five bunch bananas. That is not cool with me! On July 12, 2012, I didn't get my list until last I was told not to leave the breakroom yet. So I waited in the breakroom. The assistant general manager's name is **. The head housekeeper's name is **. And the assistant housekeeper's name is **! They said this to me that I needed to speed up or they were just going to let me go. I told them that when I started working at Holiday Inn Express, I got ten rooms to do on my fourth. The executive head housekeeper didn't give me straight twenty rooms! That's what I was trying to tell them. But ** just said, "You're not at Holiday Inn," so as they could put it in their mind for the newcomers and they just fire the newcomers either.

Another thing is that they fire this one Mexican girl for not doing her job right for two weeks. They called her back in to work, and that's not right at all. For me, I like the job; but it's the executive head housekeeper. She's not good to be executive housekeeper. She can speak Spanish. She gives more favoritism to Mexican ladies than her other co-workers! So as **, he is like that. He's just favorable to Mexican ladies! As of today, I am supposed to get my check but didn't get paid. I called and talked to ** about it. He said he was going to give me a call back on, and he hasn't given me a call back on it! So as you the headquarters suggest an overview page and review it, I want you headquarters to please check the Mexican if they are illegal or not illegal to work in the United States!

I would like to work at Marriott Courtyard again. I would like to be a houseperson stripping beds for the ladies that takes too much time stripping your own rooms. Also, I would like to work in the laundry attendants to help in folding towels and sheets! To you headquarters of Marriott Courtyard of Flagstaff, AZ please I suggest you to hire a better head housekeeper than **. Also, hire a better assistant general manager! Thanks for your understanding!

My children and I waited in the lobby for nearly two hours for a room. We listened to people who were camping out in your lobby because American Idol was in town and they didn't have a place to stay and they were picking up left over food from guests. “We're going to use the pool,” (to take their showers, this is true) they told my daughter. I heard it during my two-hour wait. They were using the bathroom in the lobby and…They were in the lobby for another two days - yuck! Really! Where was the manager? I let the manager know but I’m not sure if he has taken care of this. The manager offered a free breakfast for all of this. I declined because I was not looking for handouts, just a clean room and a Marriott hotel like I have known. I will never stay in a Marriott, a Courtyard Marriott again, and I will be sharing this with others. So unacceptable. As I write this I am still here (July 18) at this hopeless… and will be leaving the 20th of July. I hope there will be no further need to contact you.

After waiting an hour or so, a double room became available. We went to our room put our bags down and decided to head for a swim; we were having so much fun. Unfortunately, after an hour or so of enjoying ourselves, we were sitting down in the pool chairs by the Pizzeria restaurant and we were making dinner plans, we were approached by an older gentleman that literally snatched our floating tube from our hands. I responded to him by saying we were still using the floating the tube, He replied in a very loud, hostile voice, "It's not your tube. It belongs to the hotel." Not only did he act very aggressive towards me, but I felt threatened by his behavior and was also concerned about my safety. I immediately informed somebody from your staff about the incident.

Sad to say, I had a restaurant manager (Will) come and talk to me, but nothing was done about the incident and the worst part was that the older gentleman kept coming back to the area where I was sitting and was laughing at me. In other words, I was being bullied and humiliated by another guest. At that point, I started crying and was extremely upset. Feeling humiliated, I went and talked to another manager at the front desk (Joseph). I'm sure he noticed how upsetting this incident was for me and how I was having a hard time keeping my composure. I informed your hotel manager (Joseph) that I wanted to check out since my safety was being compromised. I strongly feel that the staff did not do anything to resolve this matter.

In my opinion, I don't think they even cared about the incident. I am very disappointed with the way it was handled. This behavior should not be allowed and I did not see any type of security personnel in the resort. I have never been discriminated against or treated with such disrespect in my life and they should at least offer to pay me back my money I spent traveling there, service, the experience fell far short of my expectations (considering the great deal of money I have spent with the company during my travels). I am not certain at this time if I will ever feel comfortable booking another Marriott.

Of course, today is Saturday, and my bank will not be open until Monday morning. So far, what I was told would be $106.00 has turned into $426.00 in charges, in which only $126.00 were authorized. The $20.00 was supposed to be an incidental fee for room service, etc.The hotel GM was contacted by phone. Her name is ** and she did not even offer her apology. To top this off, my 13-year old's wallet was stolen while I was in the lobby trying to resolve this. I was told to fill out a lost and found form for this. I don't understand how they can do this and not be able to fix it. My employer offers a prepaid legal service and I plan to seek legal counsel on this matter.

I would also like to add that the GM threatened to call my brother's manager. He works so hard for the Marriott to take away his privilege of friends and family because I was asking questions about the charges incurred during our stay. The GM did not show any ethical conduct towards me and was shouting and being very rude and mean. I'm still in tears over this phone call. I felt as if I was being bullied. I just don't understand how this GM would abuse his power to make a complaint towards my brother who works so hard to have these privileges just because I called to ask about charges to my card? I was never disrespectful and I hope and pray that our phone call was being recorded. Thank you.

We were treated like common criminals. There was no problem with payment; we were paid in full. The funny part was my wife and myself are both in law enforcement and were treated like criminals. The police told my wife she would be arrested if she did not pack 2 rooms and a dog within 10 minutes. When I called corporate office of Marriott Residence Inn, a man named Rich listened to my story and told me to make the complaint with the hotel we stayed at. I called the hotel and the manager I was making a complaint about took my call. I am sure that complaint will never be heard.

As I passed the front desk where he had been standing loudly talking to me, I asked him very calm and low, "Do I have a criminal warrant for the property? I have been back numerous times and this is the first time I have had any problems.” His answer to me was, "Don't make it hard for yourself!" The problem I have with this is I was on the property for hotel business. I was never told to stay off the property. When I left the job, I wasn’t escorted off by police or staff. I never raised my voice or was disrespectful and I have nothing but respect for the guest to ever cause a scene on site. It is a fact that the GM and myself had issues and didn't agree at my time of leaving, but his behavior with me was embarrassing, harassing, and threatening. I seen no reason for his actions at all - this was uncalled for. My guest party of 6 didn't want to stay. I was truly in disbelief and would like for this to be looked into and someone to get with me immediately.

I immediately went to bed when we had a call to our room. The night manager didn't realize she needed to view my ID. I told her my husband would be right down with it. She said I had to come down personally. I told her I was ill, vomiting and couldn't leave the room. I offered to come down first thing in the morning and she said if I didn't come down immediately then she would reverse my rate. I came down immediately and said, "I feel like this is poor customer service. It's odd that I've used the friends and family rate before and because there was a fax-related issue I had to wait until the next morning and the front desk was happy to do that. I offered to have my husband bring it down or to personally come down in the morning because I was literally ill and I think I would like to speak with your manager and get your name." The night manager said, "Well, I would have to switch the rate but tomorrow I could have just switched it back." I said, "Well, if that's the case, I would have just stayed in my hotel room!"

The next morning, I had come to learn that the night manager had complained that I had been rude and non-compliant. I called the GM who called me back and was immediately defensive. I walked through word by word what had transpired the night before and added that I was extra concerned to find out that as a result of voicing a complaint for customer service she had made a complaint against me. The general manager said, "There was a witness who heard you say shut up." I said that I didn't say anything like that. I was firm and frustrated but that was it. I also asked if she would speak to the guest and clearly she would see that is not what transpired. She said that I was interrupting her. We were chatting via cell phone so there was no extraordinary overlap and she said maybe I am not aware of how I speak. I was terribly offended to hear this but still remained calm (of course having an air of frustration) and reminded her that while I am frustrated, I have said nothing rude. She changed the subject, said she would follow up with the guest and get back to me tomorrow. I said, "Thank you. I'd appreciate that" and hung up.

I later received a phone call from a different employee who said she hadn't spoken to the other guest but had reviewed the tape and felt that my body language was aggressive and felt that there was no need to contact the guest. She also added that she would be removing the friends and family rate as it is a privilege not a right which I completely understand to protect against abuse but I felt it was an unjust response to me trying to file a complaint for customer service. I returned to the hotel to check out and check in to Sheraton. I book a lot of Marriott hotels, mostly not even with the friends and family rate, and can honestly say I will never again stay at a Marriott Property. I felt that by having a friends and family rate, I was treated as if customer service did not matter. Regardless of my disagreeing with the night manager's insistence that I go downstairs despite being ill and not allowing me to wait until the morning, I went down immediately and complied with her policy. I feel it is unjust and discriminatory to act against a guest, friends and family member or not, who would like to discuss a customer service issue with a manager.

Furthermore, after hearing most of the situation and phone calls, my husband upon check out wanted to wrap up the discussion with one of the managers. Whenever he brought up a point, he felt the manager changed the topic and finally said, "It's clear I'm never going to get through to you, so we are just going to check out." He also asked to view the tape which they declined and asked for the name of the district manager. The manager said they could not give out the name of the DM and suggested he call the customer service number. She also pointed out that if he did call the customer service number, his complaint wouldn't be routed to the property we were complaining about but rather to the property which authorized the friends and family rate and warned us that that would go to the employee who gave me the friends and family discount's manager. On top of everything that had transpired, we also feel bullied into being afraid to speak out against our treatment at this property, afraid that the employee who filed out the friends and family form would get in trouble, all because I wished to complain about customer service.

So I called down to front desk to talk to the manager that spoke with my husband. I told her that it wasn't proper for her to have spoken to my husband the way that she did. She told me that she didn't get smart with him and that he was a liar. I said to her that I wanted the home office number and she said to me "whatever". She then said that she had a manager over her and I said to give me her name. She then said that her manager would be back in ten minutes and she would call me.

That manager did call me and I still wasn't happy. I felt like that situation wasn't resolved. I just feel like we should get some kind of discount or a free night stay because she was very insulting and she made it seem like it was our fault. Maybe if that front desk manager would have said that she was sorry, well maybe, we would have felt better about the situation.

Later that day, when I returned with my kids, I noticed my room had not been cleaned. A lady whom I presume was the cleaning supervisor came into my room with the front desk guy and gave a story about being short staffed for the day and that they would be cleaning my room. Well, I realized it was all lies and it was a plot to be nasty to me. The guy made the beds and started neat picking my children's things, shoes. As if that was not bad enough, the same cleaner barged into my room the next evening and almost ran my kids over and almost pushed me over. She was very nasty to say the least and this is the worst treatment I have received in any hotel. I am totally disgusted at the very unprofessional service. I am moving out as soon as possible never to return to this hotel again.

I immediately called downstairs to the front desk and spoke with ** (guest services rep, which is just her title). ** wouldn't know the first thing about treating a guest or recognizing a guest! She was rude in the phone conversation and asked me if I requested my sheets be changed that day. I informed her I didn't put that stain on the sheets, so I would like my sheets changed. She replied housekeeping has left for the day. I asked her if she could get me a clean set of sheets and I will change the bed. She went on about that's not her job and she is the only one working the night shift. I asked her well, what do you suggest? She went on about not her responsibility. I told ** I was going to call Marriott customer complaint and she said go right ahead!

I called Marriott customer complaint. I spoke with Maggie who sent email to the General Manager ** and the manager ** who at the actual location. The Marriott customer complaint called ** while I was on hold on the other line and told Maggie she would bring the sheets right up. I waited 20 minutes. Then I called customer complaint again and got a different rep. Maggie had left for the night. This representative called ** and she told them, when she was finished checking in guest, she would bring the sheets up. I have never been at a hotel where service is supposed to be provided and all they do is lie and cheat to discredit a guest.

The sheets were brought up to the room by some man. They were not followed and they were filthy. They had huge ink marks on the fitted sheet and the top sheet looked like it had coffee stains spilled all over it. I have never been so disrespected as a guest. Is this the new way Marriott decides to deal with guests?

On Monday afternoon at 2:30 pm, I called for the Manager. He told me he was just reading the email. I tried to explain to him the rude behavior of ** and he really just shrugged it off! I told him that I asked ** if that is how guest are supposed to be treated and ** replied, “You are not a guest. You are only paying $87.00 a night to stay here!” That was said with a lobby full of people.

I think that the majority of the staff at the Fairfield Inn Marriott in Spring Valley is disgusting! They have no formal training. Each shift that ** worked, she was never present in the lobby. She was in another room or sitting in a chair with some guy as if she was a guest! She didn't even great the guest as they came in. I am appalled that they could have a manager like ** and a guest services rep like ** working for them!

I just got a call from the general Manager **, who gave my telephone # to someone and had them call me and ask if they were calling the Holiday Inn in Haslett, NJ. I called the number back and found out that their Manager is named **. So, what, now he is giving out my number for prank calls. I called the police to file a complaint of harassment! I am going to sue the Marriott for defamation of character. ** just told me that the staff is afraid of me because I used bad language and they were afraid of me. Really?! I will see you in court! I pray a lawyer calls me. I think they are racist pigs! I hope this story get spread all throughout the Marriott world and beyond!

That next person was the first person to tell me there was not an all inclusive rate, and that Marriott Rewards had discontinued that benefit in November 2011. I expressed my concerns to that person, and told her that the first 4 people we had spoken to at Marriott Rewards had told us that all-inclusive was possible. She was very nice but said that since it was the weekend, there was nobody she could talk to about the matter, and suggested that I call back on Monday. I made that call on Monday, asked for a supervisor, told my story, and was told that there was nothing she could do, and that an all-inclusive rate was impossible. I then called my travel agent again and told her my story. She then made several more calls to Marriott Rewards. 2 out the 3 people she spoke to told her that it was possible to get an all-inclusive rate, but the third person was the final decision maker, and she said no.

Lastly, my wife contacted Marriott Rewards to voice our extreme dissatisfaction with the entire handling of the matter. The first person she spoke to (Brandon) was very short, rude and condescending. He transferred her to **, who is supposedly a supervisor. **listened to our story/concerns, and promised to call back within 48 hours. More than a week has passed, and we have received no return call. As a point of information, **’s direct line is 800-535-4028. My wife and I are so angry about the way we have been treated by Marriott Rewards, that we couldn’t possibly still go on this vacation and enjoy ourselves. We have cancelled our trip. In a nutshell, we were told by 6 of 10 Marriott Rewards representatives that we could book an all-inclusive stay with our rewards points, and we have been unable to find anyone who would honor the word of those 6 people.

Honestly, it doesn’t really come down to whether or not the policy changed, and I can certainly understand that policies do change. What it does boil down to is that those 6 people who work for Marriott Rewards were clearly very poorly trained, and misrepresented the policy to us, and nobody at Marriott Rewards is willing to do a thing to make it up to us. I own a business where for the last 5 years, we have booked an event at the Albany, NY, Marriott. I don't have the exact figures, but I believe that the revenue Marriott generated from that event is between $8,000 and $9,000. I also have 72 employees who occasionally travel. As a result of this horrible customer service, I will be moving next year’s Albany event to another hotel, and I will never stay in another Marriott, nor will I permit my staff to stay in one.

This time I asked to see the manager. He came over and stated, "Well, it is 2:00 and check out is 11:00." Are you kidding me? I paid for an additional night and we're not checking out until tomorrow. He re-keyed our cards with not so much as an apology. We went out later in the evening for dinner and you guessed it, our keys would not let us in and we had to drive again to the front. I am so frustrated at the time. The weather was freezing and we never can access our room. I called customer care and told them the story. They stated they would call the front desk. If I would hang on, they would get back to me. Well, I hung on for 10 minutes and decided I have had enough. I finally hung up and never received a phone call back or an apology. This was my first stay at the Residence Inn and I can guarantee it was my last. There are so many hotel chains that are happy to have your business and treat you with respect. Try a Hilton, Holiday Inn, etc. Beware of Marriott!

I immediately approached the maintenance person standing behind the front desk to inquire about the status of the hot tub. The maintenance person began to tell me the hot tub had been down for a week. Dillon began to tell him the hot tub was working the day before. I later found out Dillon had not worked the day before so he had no idea if the hot tub was working. Dillon and the maintenance person began to go back and forth until the maintenance person said the hot tub had been offline for at least two days. At this point, I stopped them and advised that I specifically asked about the hot tub and mentioned it was sole deciding factor of whether I would get a room there. Dillon looked at me, shrugged his shoulders and matter of factly stated, "What do you want me to do?" His words were perceived to be a verbalization arrogance and was not formed as a question. I walked away at that point.

Almost an hour later, I received a phone call from Dillon giving me the options of staying at the hotel and paying for the night or leaving the hotel and not paying. I advised him that my kids were already sleeping and I didn't think his options were good enough. He said, "Well, sorry," and hung up. That evening, I contacted Marriott customer care and filed a complaint about the incident. I was assured the hotel general manager would contact me in the morning. I was not contacted.

The next morning at checkout, I requested a manager. I was told the manager had gone to the store and would be back shortly. I explained the incident again to the front desk representative. The representative began to bite her lip as I explained the incident and immediately identified Dillon while I described his lack of customer service and rudeness. She requested my phone number because she was going to have the manager contact me within the hour. I was not contacted.

On February 25, 2012, after not hearing back from the hotel management, I decided to contact Marriott customer care again. I recapped the entire incident one more time and was told verbally and by email that someone from the management team would contact me in 3-5 business days. I have not been contacted by anyone about this incident. I am very upset with the way Marriott management has failed to respond to these complaints. I have stayed at Marriott hotels throughout the US and Frankfurt, Germany and have never been treated this poorly. This Marriott's poor customer service and lack of leadership is making it very hard to swallow.

I called the Marriott and spoke with the manager who told me I was being charged the fee for smoking in the room. I continuously told her that neither I nor my boyfriend smoke and that we had nobody else in our room and perhaps they had confused my room with another. First, she said it wasn't a case of smelling smoke... it was the fact that the maid found an empty cigarette pack and cigarette butts in the garbage can. I told her it couldn't be possible because we don't smoke. Then she told me that because of the cigarette smoke, the room had to be quarantined, so that they could air out the smoke, clean the carpet and the linens. Completely contradicting the first statement.

In any regards, I've been a Marriott rewards member for many years, have stayed at their numerous hotels and never have encountered this problem. I feel that we are being wrongly accused of smoking when neither of us smoke and we should be able to get the $250 they charged to my credit card reimbursed.

The first 2 days included me and my family with the dog kept getting locked out of side door for hotel along with the room and had to keep getting all are cards reprogrammed. Followed by the first 3 days, the room above us have kids jumping and running through out their rooms all hours of the day and night. I know this because they came to my room on accident thinking they were on the right floor. It took the front desk 3 days to fix all our complaints and no sorry was given just that they will handle it again for us.

The biggest complaint is I had many visitors worried about our well-being and when the cleaning ladies cleaned our room; they found a red solo cup with ashes in garbage. Dominique manager told me and my husband after walking the dog while they cleaned our room because they wouldn't clean with dog in room, they charging us $250 but the ashes were from a gifted candle in our room. She asked for no explanation and there were others behind us that we decided to contact corporate instead of fighting with her in front of other guests.

All our clothes and items had smoke damage and I think they confused the situation. I saw the sign that clearly read no smoking, is only permitted outside in assigned area's and I don't deny that but I feel I was unfairly charged for this $250 fee and would like it credited back to my credit card ASAP please. They have credit me for pet fee after I had American Family call them saying that they were responsible and as for Dominique whom is suppose the front desk manager, she needs to be more responsible for the way she handles situations at that desk. I was not the only customer that I saw her mishandled a customer during my stay. I also heard her be extremely rude to him so much so she asked him not to return to the Marriott. I saw him checkout the next day and he broke the trim off the door getting the rack out the door. The reason I didn't check me and my family out right away was we needed to stay at place with a kitchen and can take pets and not many options for us. Please contact me about this so I know you have I can talk to about this situation further.

Upon entering the room and getting settled, we found that the fan on the air conditioner/heater fan was not working. A cold front came in overnight. In a cold room, we got up to take a shower, to find that the shower head was broken and only two holes were left for the for the water to come through. It was like showering with only a couple of drips in a cold room.

We had purchased the room with the "Stay for breakfast," for an additional charge. After not being told or given coupons for the breakfast, we inquired about it and were told "It is not available." We had however paid extra for it. They did not offer to give us the room for the lesser rate without breakfast.

The towels were so thin you could almost see through them.

After being gone the entire day, we returned at 5 PM to find that our room had not been straightened and no clean towels had been left. We had to go to the front desk and ask for clean towels.

We have stayed at Marriott hotels for years and have never had such poor service. Why were we allowed to purchase the rooms with breakfast included if it was "Not Available"? We spent close to $300 and could have gotten better service at any other hotel. We go to Ft. Worth every month, and Marriott Hotels will no longer be at the top of our list.

The consequences were that we were uncomfortable and paid for services we did not get.

If I could choose two ratings for my experience it would be both angry and very dissatisfied. First of all, when I arrived at the hotel there was no one to be found for about 5 minutes to check me in. Then upon check-in I asked the manager if he could tell me about the location of the room in relation to ice machines, elevators, and other company members from the Broadway show I am touring with. I am a very light sleeper and unless I'm in a fairly quiet location I will not get much sleep if any. Since I'm traveling sometimes as many as 52 weeks a year this is not just a single week concern but a health issue as well. I was told the room was at the end of the hall. In fact it was 4 rooms away from the elevators and 1/4 of the way down the long hall of rooms.

I also asked if the room was adjoining for the same sleep issues and was told it was not. When I got to the room I found out it was. I went back down to the front desk, talked to the manager, and he proceeded to raise his voice and tell me that it was impossible to move rooms. "Can't be done." I should say also that his breath was very strong with alcohol, and on reading more reviews of the hotel, I found out others had the same comments. The cleanliness of the hotel is far from acceptable. I am forced to wear shoes at all times because walking on the carpet will make my feet as dirty as walking in the parking lot. The hot tub is filled with dirt and grass. No need to comment more on that. The pool has a posted sign from the health board closing it down. There is no laundry soap available for purchase to use with the machines. First floor rooms have broken locks, locks with no actual insides or latches, and do not lock.

As I said I'm on the road most of the year and when given the choice to stay at a Marriott property I always do so. I've been very happy through the years and have taken 3 and 4 day vacations on the rewards points with my wife and thoroughly enjoyed ourselves. I could always count on wonderful customer service, very nicely appointed, cleaned, and maintained rooms, and if I ever needed to change rooms, I was treated with kindness and respect. None of these qualities were exhibited, in particular by the manager, so I didn't feel like I could get in further help from someone higher up at the hotel. Our tour managers have an extensive list which they share amongst the industry with all the other Broadway show managers and I can say from our company manager's comments that he would never bring a tour here again. We have about 50 rooms and when you start thinking about that same number multiplied by all the shows out there, that is some big business lost. I'm not sure what compensation I can receive personally, but as a valued customer, or at least I felt that before this hotel, I'm hoping there will be something to renew my trust in Marriott properties.

Since calling the accounting dept for two weeks. I cannot resolved this matter. Names spoken with are Monica ** (front desk Mgr.), Nevleth. I am a member for Marriott club and is very dissatisfied and is thinking of may be going to the Hilton's or somewhere I would be treated like a member. It just a matter of principle and I spoke very highly of Marriott and recommended others but I think I have made a very big mistake. Thank you.

To Dave: I'm a plat pre with Marriott. 90% of what you said is crap. But like every Marriott employee, you can't read and understand! The only part you have right is "This is not motel 6 people. This is Marriott." And you're right and I expect better from Marriott because of it!

Why! Because it is the only way to be heard.

It is better to be silent and be thought stupid than to open your mouth and remove all doubt. And you and about half of Marriott does just that. Run your mouth not only removing doubt but hammering it in just how ignorant you are! So keep your stupid comments to yourself.

All pet owners know that this fee was a deterrent to not bring pets to their hotel. There were no hotels in the area that take pets. They need to take the $113.00 and clean up their breakfast area, mop and clean the floors . The hallway carpets were nasty, the window next to the bed was freezing, air was coming in around the window sills. It was 28 degrees outside. I am a Marriott rewards member and I am very disappointed that we were discriminated against and treated like 2nd class citizens because we traveled with our small dog.

The young man on the desk told us that would be $105.00 for the night. We asked about any discounts and got approximately $3.00 taken off because we are CAA members. As soon as we entered our room (#107), we immediately noticed that we could hear every sound from the hallway and the room next to ours. The occupants of that room were not being especially loud or anything, it's just that the soundproofing seemed to be almost nonexistent. We were road weary and decided to just shower and tuck in so that we could get back on the road first thing in the morning.

As I ran some water into the bathtub, while adjusting the temperature for my shower, I noticed that the tub was not draining. I called my husband to check it out and he confirmed my suspicions, no our tub did not seem to be draining. We waited a while and later when my husband went to the bathroom he said, the good news is the tub finally drained; the bad news is the toilet will not flush now! I called the front desk and a young woman said she would come to our room with a plunger. A while later she arrived, plunger in hand and went to work. First on the toilet, which had been used and still contained refuse. Then she tackled the tub drain. The toilet seemed to be working okay but the tub still was not draining properly and was not disinfected following the "poopy plunger" attack. She said she would let maintenance know the next morning and away she went, leaving us with a soiled plunger just in case the toilet acted up again!

So following a sponge bath we went to bed. At least the noise had subsided. The next morning before we left your hotel I filled out a comment form and left it with the young woman on the desk. I also explained briefly what had taken place the night before. She said that she was sorry and would tell her manager. That was that. We headed back to Canada somewhat disillusioned and disappointed with the "Marriott experience" I do not feel that we are being too demanding to expect to be able to shower and poop when we pay over $100 for a night's lodging. I can assure you that we have stayed in some less than stellar accommodations on occasion and I do not remember there ever being a time that the toilet would not flush. We were not offered a room change or anything. I sincerely hope that the problems with room 107 were resolved before the next traveler booked that room.

They showed up with a 6-passenger SUV instead of a 16-passenger van. After 3 trips they never showed up again, leaving people stranded at the reception. This was a transportation company that was recommend by Marriot and totally ruined our night. The company was A and M Transportation. I hope Marriot takes them off their list of recommended list as it totally ruined our night. Your hotels should look into their preferred list of venders more carefully. They ruined our night.

8. I am willing to take a lie detector test and prove my innocence and Marriott says that does not matter or that I can't provide anything as proof. They say that they are right and I am wrong. This is totally false.

This is a very big blow during the Christmas Season as well as an emotional turmoil for my wife and myself. As a NCO in the United States Army, I take pride in my word and someone questioning that word cannot go unnoticed. I will not be a victim at someone's whim and will not roll over to false accusations.

The food was below average and the staff appeared untrained in food safety preparation or they didn’t possess any service skills at all. To top it all off, there were at least 4 instances during my stay that I or a member of my family overheard the management or staff speaking negatively in regards to a specific guest or guests staying at the property.

We realize that Beachfront Hotels are subject to "some" playful activity by guest but our entire night was interrupted by non stop and non checked noise and blatant disregard for others on our floor. We tried to ignore the loud noise in the hallway and room party-#612 hoping it would soon stop but it did not. We went out for dinner at 7PM and came back at 12:30AM. The noise was very loud and we could no longer ignore it. We started calling the front desk off and on from 12:30AM to 3:45AM and no one answered the phone. Finally, the "night auditor answered the phone around 4:15AM (check your log) and took our complaint. Nothing was ever done!

The next morning, I spoke with Supervisor Shana ** and was amazed and disappointed at how unconcerned she was with my complaint and how come the night manager and security team were not accounted for when we were constantly calling the front desk! Was this a Marriott we were staying at? Didn't seem like it! My name is Jake ** and I am one of those people that still believe in good "customer service. " From everything that I have experienced in the past I am confident that the Marriott organization feels the same way.

While staying one night at the aforementioned hotel in San Diego (for a show), I later found out after checking my credit card, I had a $280 charge from the hotel. Usually, when I perform on the road (this was for a private party in San Diego that I was hired to come in and sing), the hotel is taken care of and I just have to put a credit card down for "incidentals." When I contacted the agency that hired me for this job to look into this charge, I was informed that the charge was a "smoking" charge and that they had "substantial evidence" proving that I had smoked in the room and it was out of their hands. I immediately called the hotel and spoke to a man named Art ***.

Art was very rough and after he confirmed that the charge indeed was a "smoking" charge to my credit card/room, I began to ask questions on what evidence and what prompted them to charge me since I was a non smoker and I was certain that there was no smoke smell upon my departure. He got very curt and aggressive with me, saying that they had evidence and to "leave it at that,' and proceeded to inform me that the charges would stay and I would have to take it up with my credit card company. I did do that immediately. This is still pending. After, I called the general manager of the company I was employed by and asked him to call the GM of that hotel on my behalf. He did so. After talking with their GM, he was told that usually there is substantial evidence but he would "look into it" and that he was aware that I had filed a complaint/grievance with Marriott Corporate. He said he would get back to him (my GM) in 3-4 days.

It has now been almost 1.5 weeks and still nothing. Even after repeated phone calls by my GM to their GM for a word on this matter. I have grown increasingly curious about all of this. I have talked to a couple of former Marriott front desk employees (Long Beach) and I was told that mistakes are frequent in these matters. The cleaning staff's lack of precision in filing reports, language barriers, bad writing and other major breakdowns of the chain of protocol that diminish their case.

The problem I'm finding is that there is little recourse on these matters. I've read news articles about triathletes that were there the night before a race that were slammed with this, later it was taken off because they threatened them with legal action as well as help from a local news station. I ask please, look into this. This is white collar crime. It's running just under the radar and something needs to be done. I'm all for non smoking hotels! I abhor smoking. And it's the principal here. I am a non smoker and I have been falsely accused and convicted by this hotel.

The website I found your hotel on only said pet friendly and the cleaning charge was not there when I looked. I work 6 days a week to make ends meet and would never have brought my dog if this was told to me upfront, they could have mentioned it in the confirmation email and I would have left her at home but they didn't. I'm very disappointed with the manager who called me back also. I wish I would have gotten his name.

When I received the confirmation email, I noticed my rate increased from $209 to $259 per night. I recontacted the 800 number and explained the change in rate. The customer service rep said she needed to contact the hotel manager directly. The manager, Toni **, had gone for the day so the customer service rep said she would send her an email explaining the situation.

I received an email from Toni ** 2 days later stating that any modifications or changes were subject to changes in rates. And she said that due to the limited amount of rooms and holiday week, the $50 per night higher charge will not change. She was rude, and proceeded to tell me that that is the way the "hotel business" is. At that point, I cancelled my reservation with this manager and told her "now you have an empty room". I called the 800 number again, spoke to the customer service dept. rep, and expressed my disappointment on the response I received from this woman. She said she understood my concern and would send another email to her, but that she could not force her to change the rate back to $209. This hotel is located in the middle of nowhere in the mountains of PA. I have a family member who belongs to a nearby resort with skiing, snow tubing, etc., so I thought my stay there would be fun.

My stuff that I think pretty clearly indicated that I cross dressed had been neatly moved from the bed to the top of the bedside table. I was horrified. I chose to not walk past the front desk the rest of the stay as they knew me by name. I had always thought do not disturb meant just that, but learned otherwise the one time I left my stuff out. Now I wonder if I am on some Marriott list.

Seventeen days into my stay of working night shift, every night I get a phone call interrupting my sleep. Maintenance needs to check the smoke detector in my room . Frustrated and upset that they woke me up, they fail to check both of the smoke detectors in the room (one in the general living area and one in the bedroom). Two days after that, I was awaken in the middle of my sleep to have a "sticker check" on the televisions. The maintenance man says to me "we can not get into your room if you always have the do not disturb sign on". Well duh. The maintenance man came in and only looked at one TV. Ten minutes after he left, I called the GM Danielle to see if he was going to come back and check the other television that had to be done so "urgently". She said no, that she informed him to be in and out of my room in five minutes. When I spoke to Danielle, the GM about all of this, she continually kept asking me, "What do you want me to do about it now? " Never during this entire visit was I asked if I had Marriott Reward Program. Wow. Great customer service.

On Saturday, at about three, my uncle and his wife walked into our room! Here, they null and voided our keys and sent them to our room! We were taking a nap with no clothes on! How horrified was my fiance! This is totally unacceptable!

The pool was dirty; the hot tub would not operate! And this is a $199 room? I think it should have been at least free. I will contact the BBB. The only good thing is the room was clean. This Motel is the Courtyard by Marriott 6250 Muhlhauser Road • West Chester, Ohio 45069, Room ** on theOct.21 to Oct.23 2011.

When officers and hotel manager invaded my suite, they appropriated my cash roll of $5,000. I'm attaching the picture taken at the suite, showing the money roll. I have a video of the hotel server in my room counting that it was $5,000 cash roll. I believe that the whole arresting event was a hate crime toward me as I'm an immigrant with a funny accent. And the fat shemale officer even made fun of my place of origin. I'm seeking justice and my money back. And I'm requesting immediate investigation. This is unreasonable force and misjustice. These should not be used in America. This is not why I immigrated here in 1989 and worked my ** off to be treated like this. By the way, my first job in America was a night shift restaurant cleaner at the same Marriott hotel, 22 years ago.