Marriott International
Reviews and Complaints
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Verified Reviewer | Doha, Baladiyat Ad DawhahI lost an email for upgrade my reservation
Preferred solution: I wrote already
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Verified Reviewer | Atlanta, GeorgiaBilling
User's recommendation: pay attention to transactions
Worst customer service, ever - Bonvoy
After being a member for some years, I was locked out of my account. I forgot my password but was sent to auditing.
After two days, two hours, and seven emails, they could no longer help me, because despite providing the following: exact dates and location of past and future stays, name, birthdate, email account, home address, phone number, and direct emails from account (of which they "saw" and accessed while I was on the phone sending it to them), they could not help me with out my passport as a jpeg file. I sent the the image of my passport, apprehensively, both embedded in the email as well as an attachment as a jpeg, pdf, tiff, word doc, and google link. They could not open it after 6 email attempts. After someone was finally able to reverify ALL of my personal information, they were able to open the image.
However, because my required government ID - my passport - did not have my US address on it obviously), they would not allow me access to my account. The agent was confused that the passport had by birth state on it and not my home address - ummm?!
So, I further, and again, explained that I have (and do) lived in China for 5 years and only have my passport as ID. The final reply: "sorry, as you could not provide government verification of your address on file, we can no longer help you." And that was it.
User's recommendation: Stay away or memorize every detail of your life and travels for access
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Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | San Francisco, CaliforniaOverpayment
- Customer service at the hotel
- Miscommunication
Preferred solution: Full refund
User's recommendation: Ask for breakfast clarification when checking in
To tell the truth
I was an employee hired on the 11th of may and according to the hr and housekeeping manager I applied for room attendant. Well day one started and I strayed off pulling beds for the female housekeeping not a room attendant.
I did that for the first week then I worked in the lobby cleaning wich I enjoy and did so well that was the position they said I would be doing. May 25 and I get called to the office to be told they hired someone else for the lobby position and I was to start being a room attendant the next day. From that situation I asked to be transferred wich they were not happy about and talked down on me like I owed them a favor for being there is what wat said from both hr miss Ronda and housekeeping manager Michael My time to leave is 530 its passed that time so I said I was clocking out to leave and was asked by Ronda will I be back tomorrow.
I reply I do t know then she replied well give me your shirt firing me. As I left out the office she then began telling people I quit to make me look like the bad person then called the police because I wasnt about to sit outside in the rain to wait on a Uber
- Unprofessionism
Preferred solution: Justice
User's recommendation: Management cannot handle their job and there is always customers complaining about their rooms and service. Great hotel bad service
Missing stays
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Verified Reviewer | Atlanta, GeorgiaBilling
Preferred solution: Full refund
User's recommendation: Make sure to watch every transaction.
Customer elite care phone agents poor
User's recommendation: Use Hilton or IHG hotels.
Leaving Marriott after 45 years due to Asst. Manager @ Fairfield Norfolk VA.
Preferred solution: Full refund
User's recommendation: STAY AWAY POOR MANAGMENT
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Verified Reviewer | Biggleswade, EnglandWant to get value if my rewards
It has gone nowhere. I am just trying to update my personal details and find out the value of my rewards
Preferred solution: Deliver product or service ordered
Very bad experience working with Marriott
Union of accounts / transfer of rewards
User's recommendation: Be patient with your requests. It looks like they don’t care much with the costumers.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerHorrible experience and mistreatment by GM
I have been staying in Silicon Valley for the past several months. I am at a Residence Inn which is a little dated and needs updating.
To summarize: I tripped and fell on an unlit sidewalk/paver area (light was out and still is) at night which is cracked and in terrible condition injuring my shoulder (very painful!); my 3 year old SUV was destroyed by rats from the filthy, overflowing dumpster (where I have actually seen rats, but which has since been cleaned up somewhat since I complained - too late for my SUV). Damage to my vehicle is 9k. To add to the experience, I now have bed bug bites (as of 3 days ago - I think I got rid of them by washing everything I own and all the linens, but really a nasty experience and very itchy). There is more, actually much more, but I cannot possibly put it all into one review.
These are just highlights. The GM, instead of being even a little sympathetic, flippantly denies any responsibility for anything and instead is retaliating against me by now (2 days after I made the complaint) suddenly charging me for parking (when not a single long-term guest I have talked to here pays for parking). My encounters with this GM have been very, very upsetting and she is very disrespectful of my circumstances and even makes it clear that she, for whatever reason, dislikes me. I am an Ambassador Elite member and have been treated like absolute trash by this GM, as well as by Marriott's Christine Callan.
This experience has been beyond shocking and traumatic. I am now still here in CA waiting for my car repairs. These circumstances have been beyond upsetting and unsettling. I have paid over a hundred dollars out of pocket for products to repel the rats and have taken many hours off work to deal with the damage to my vehicle and because of my shoulder injury (which makes it difficult for me to type and to take care of things like cleaning out my SUV for the repairs).
I have medical bills now related to this injury, and am being told that I need injections and that the recovery could take up to a year. I am beyond appalled at the manner in which I have been treated when I have been a loyal Marriott customer and have spent tens of thousands of dollars at Marriott properties. It is really just not ok and no one seems to be concerned at all about my circumstances which are becoming increasingly overwhelming. There has been no attempt whatsoever from the GM of this hotel to help or even assist me at all in any way.
Just a bizarre and beyond upsetting experience as a whole, verging on surreal at this point. Thank you.
- Predictable location
Preferred solution: Let the company propose a solution
User's recommendation: beware - they love your business until you make a complaint!
Overbooking POLICY
I called Marriot Bonvoy and the hotel the day before we arrived at the Westin Keirland in Scottsdale to let them know we would be a late arrival between 11:30pm-12:00am for 4 nights. We were there for a meeting.
When we arrived, they admitted they were overbooked and for over an hour they didn't have any idea what to do (no competent manager to help) until I demanded to put us in one of the villas (which is away from the hotel and just a small time share with a small kitchen). They then had to move us back to the main hotel the last couple of days since guests were arriving in the villa. Although the GM was very nice and gave vouchers, it didn't make up for the inconvenience and exhaustion. Apparently, Marriott has told their employees to OVERBOOK.
I will not divulge who told us that. I am now on hold *** with Marriott since "My Activity" on my Marriott website doesn't show our hotel stay.
I want to receive better service
I had a positive interaction with a hotel employee who was working at the front desk when I called. When I called back another day, the employee remembered everything about our conversation and was pleasant to deal with.
I decided to stay at that hotel - partly because of her - and called to book a reservation today.
I asked for the employee by name and was told she was in a training. The employees I spoke with instead were actually upsetting to deal with. So I called straight through to the reservations department and had more negative experiences which lasted for hours! I missed lunch as a result and finally called corporate just before they closed for the day and was told I got the retention line.
(My phone log indicates that the call reached Bethesda, MD where their corporate headquarters are located). The woman with whom I spoke made the reservation for me, a simple task that should have taken all of five minutes from the on-set. Afterwards, she wanted to connect me back to a supervisor in the reservations department, so I could tell that person what happened.
That, I explained to the person in the retention department, was HER responsibility to take care of, as shed been made aware of the situation, and I was not being paid for my time by their company.
This experience was disappointing and does not reflect well on Marriott Corporation. They need to monitor and take responsibility for the behavior of their call center employees.
I would not buy stock in this company and I would think twice about giving them
any future business.
User's recommendation: Don’t put up with this. You are the customer - the one paying!
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why are you giving them 5 star review then? don't you understand how the rating system works? 1 start is bad service, 5 stars is excellent service.