Marriott International was founded by John Willard Marriott and his wife, Alice Sheets Marriott, when they opened their first hotel, the Twin Bridges Marriott Motor Hotel in Arlington, Virginia.
The founder’s son, J.W. Marriott, brought the company to huge worldwide growth during his 50+ year career.
Marriott International was formed in 1993 when Marriott Corporation was split into two companies, Marriott International and Host Marriott Corporation.
In 1995 Marriott International acquired 49% interest in Ritz-Carlton Hotel Company, a then-struggling company. Marriott later acquired Ritz-Carlton. Between the years 2002 and 2003 Marriott International spun off some of its divisions to focus more on hotel management and ownership
Today Marriott International is one of the world’s leading hoteliers with 3,700 operated or franchised properties globally.
In late 2017, the company stated that it intended to open 40 luxury hotels in 2018.
The company owns Fairfield Inn, Courtyard, Marriott Hotels and Resorts, and the Ritz-Carlton luxury chain. It also manages about 45 golf courses.
In February 2023, Marriott topped expected 4th quarter earnings.
Also in February 2023, Michael Irvin sued Marriott and a hotel employee for an incident after the Superbowl game.
Marriott International publicly trades on the NASDAQ, is a member of the S&P 500, and is #230 in the Fortune 500. The company has 120,000 employees and had $13.86 billion in revenue in 2021.
Marriott maintains a corporate office in Bethesda, Maryland.
Marriott International was founded by John Willard Marriott and his wife, Alice Sheets Marriott, when they opened their first hotel, the Twin Bridges Marriott Motor Hotel in Arlington, Virginia.
The founder’s son, J.W. Marriott, brought the company to huge worldwide growth during his 50+ year career.
History
Marriott International was formed in 1993 when Marriott Corporation was split into two companies, Marriott International and Host Marriott Corporation.
In 1995 Marriott International acquired 49% interest in Ritz-Carlton Hotel Company, a then-struggling company. Marriott later acquired Ritz-Carlton. Between the years 2002 and 2003 Marriott International spun off some of its divisions to focus more on hotel management and ownership
Today Marriott International is one of the world’s leading hoteliers with 3,700 operated or franchised properties globally.
In late 2017, the company stated that it intended to open 40 luxury hotels in 2018.
The company owns Fairfield Inn, Courtyard, Marriott Hotels and Resorts, and the Ritz-Carlton luxury chain. It also manages about 45 golf courses.
In February 2023, Marriott topped expected 4th quarter earnings.
Also in February 2023, Michael Irvin sued Marriott and a hotel employee for an incident after the Superbowl game.
Marriott International publicly trades on the NASDAQ, is a member of the S&P 500, and is #230 in the Fortune 500. The company has 120,000 employees and had $13.86 billion in revenue in 2021.
Marriott maintains a corporate office in Bethesda, Maryland.
To: Arne M. Sorenson
From Kurt Niziak
I am extremely frustrated with your customer service department’s inability and unwillingness to fix my issue which I have been addressing for over 3 months.
Stayed for almost 4 weeks at Days Inn, Sturbridge, Ma. Stayed – Late Sept – early Oct, 2019
Gave front desk my rewards number 1st day
When I checked out, tried to get points but was told I could not because a sibling of mine officially made the reservation (I actually stayed at the hotel)
My brother cannot even get the points.
Customer Service has been awful
This should not happen. Marriott should be transparent about the points program. There should be no signage about the program when it is a scam.
Kurt Niziak
774-275-XXXX
Kniziak@ yahoo.com
I attended the casino attached to the Delta Grand Hotel in Kelowna BC Canada on Sept 30. I took the stair way from the parkade, owned by the Delta Grand, to the casino. I fell down the stairs at the end because the way the lighting hit the stairs, it caused shadows giving the illusion there was another step. I hurt my knee and leg and later found out I had broke my ring finger. The Casino badged me up, took a accident report statement and then told me the hotel owed the structure and I would have to deal with them. At which point I asked for a copy of the security footage in the stairwell. The casino said this was not an active camera and there was no footage. More then just upset with my injuries, I was totally discussed in the fact that I walked from the parkade to the casino several times and knowing the cameras were there gave me a sense of security. Now knowing they are not operational I will never feel safe using the parkade again. Also no one from the Delta Hotel has ever contacted me back after I told the hotel of the incident and they received the accident report. Terrible when one had to hire a lawyer to get the hotels attention.
After my friend, Christina H. and I arrived from Los Angeles, (LAX) to Phoenix AZ our flight was unfortunately delayed and we missed our connecting flight to Yuma AZ. American Airlines Customer Service representative made arrangements for us to stay free of charge at the Sheraton Airport Hotel in Temple AZ. Due to lateness of night (11:00) p.m. and no other scheduled connecting flights to Yuma AZ available until following morning, we agreed to stay as guests April 27, 2019. We made arrangements to take the Sheraton Airport Hotel shuttle van to Phoenix, AZ airport. The male driver appropriate age 30 to 35 years old parked the shuttle van just past the entrance front driveway and with the shuttle van back door fully opened blocking the lowered red curb visibility. The lowered red curb slopped downward grade and the flatten decorative cement flooring was blocked by the shuttle van back door being widely open. My luggage was still on the luggage carrier and the driver was readied to drive away .. I carried my luggage to back van open doors and then I backed up to go around the side open doors blocking view of the slightly flattened red curb driveway. I fell onto cement flooring after going around open doors breaking my right wrist and right hip. My friend told the van driver I had fallen and was injured. He did not contact the front desk nor call for Assistance. I asked him to make out and accident report as knew I was injured but not to extent how severe.. I was dazed afterwards.. My friend went inside to get desk Manager and ask for help. SFane Kinkin prepared incident report Manager Serg Giabaldon. I asked for Fire Department evaluate me after falling so hard and painful to ground. Someone did call and the Fire Department was delayed for multiple severe vehicle accident . I was left sitting up on cement floor as I could not get up. I asked for luggage carrier and chair be placed by me to help support me as Ms. Kink in went back inside. I was told that she would use my hotel Registration to complete report. In good faith I believed an accident report would be completed and gave the Fire Department, St Luke Medical Center, St Luke Phoenix Rehab Hospital and all treating doctors, caregivers details and address where I can been injured I later found out there was new management group next day.. My sister came to visit me in Rehab after being transferred to Phoenix and she drove to Sheraton Airport Hotell, Temple AZ. She spoke to Mr. John Tipton, jtipon@ hmchospility.com after he questioned her about taking video of hotel suuroundings.
She asked him for video of my falling on-site and copy of hotel accident report submitted and he declined her request. My injury date April 28, 2019 6;42 a.m. Changed my life significantly as I have three pins in right hip and,device in right wr ist. .Disappointed that no one contacted me after being injured in hotel premises nor acknowledged that they completed accident report and turned it into claims Department respectfully.
Yes, my life has changed and will need further surgeries on right hip and physical care. Am I disappointed in professional follow-up, most definitely. I informed my Insurance carrier that I had been injured at your hotel, photos done after accident and on May 04, 2019. Appreciate a response that I had been hurt , report had been filed by hotel management and means allocation for Future surgeries to include all services physical therapy acknowledgement . I have Medicare and Blue Cross / Blue Shield insurance and benefits Payment limited days, hours, costs per Annual year. I am not able to pay for additional treatments no r physical therapy nor caregiving costs on my own. Since this happened on your property please advise and advice how future medical costs will be provided and reasonable accommodations effective. I am reminded of my fall at your premises daily and amount of pain it has caused. I requested full detailed documentation before leaving premises of hotel management Corporate report documenting accident. At this time I am still waiting for full report of incident with video and corporate review . My sister also requested video and documentation submitted.
Thank you
Saturday night, August 17, 2019 the Sheraton Suites on the Country Club Plaza in Kansas City, allowed four teenagers to rent a room for party-time. This is a huge hotel, and serves the tourist trade in KC. During that party, four teens were shot with guns, and all hell broke loose. Just what kind of MANAGEMENT would even think that this rental was a good idea? Shame on the Marriott International Corp. for employing management of this caliber. I will not let my visitors use this hotel in the future.
Many months ago, I made a reservation at the Four Points Sheraton at 1600 Cumberland Ave, West Lafayette IN 47906. This reservation was for the family weekend at Purdue University. In past experiences I know that booking months in advance is a necessity for family weekend. My confirmation # was: 96148388. Today I received an email, not a phone call, but an email informing me that the credit card they attempted to use for a $1.00 pre-authorization was declined. This is because I recently UPGRADED my Marriott Credit card to a Bonvoy credit card. A credit card with your company. The card number changed. I was notified that my room was cancelled and due to the fact that the hotel is overbooked, I no longer have a room. THIS IS ABSOLUTELY OBSURD!!!! I contacted the hotel and Mr. Patrick Bailey was of ZERO assistance. He apologized and said he understands. NO HE DOES NOT. He does not understand the importance of this weekend at Purdue University that my family has planned for that weekend. My credit card decline of $1.00 is due to the fact that YOUR COMPANY changed the credit card number on my account. It’s odd that my Marriott Rewards followed the card number change but a charge for a reservation that has been in place for months did not. I need a hotel room in West Lafayette IN for the evenings of October 25th and October 26th. Mr. Bailey and his staff at this Four Points Sheraton should be reprimanded by the Corporate office for such absolutely awful customer service. So your company allows a dedicated timeshare owner, dedicated Marriott rewards holder, a dedicated customer for both leisure and business travel to be cancelled for a $1 issue – that was created by continued loyalty to your company by opening a Bonvoy account. I need a hotel room for that weekend in West Lafayette IN. I expect that I will be put on a cancellation list for ANY MARRIOTT hotel in the West Lafayette, IN area that weekend. I need a response and I expect a call. Cheryl Thomas
I will be sending a more detailed letter directly to Marriott International regarding an issue I have encountered on two separate occasions while trying to reserve a room using my points in the hope that it will get addressed so that I do not continue to encounter this problem. That said, I am annotating a brief note on this site because a Customer Service supervisor named Latoya Brown took my call when I asked the initial customer service representative to transfer me to a supervisor. Ms. Brown has my profound respect for her calm demeanor and for the exceptional professionalism she displayed toward me as she listened to my issue and then proceeded to rectify the issue in a most expeditious and satisfactory manner. I cannot speak highly enough of her and I would like to thank her for her understanding while conveying my sincerest hope that she is the epitome of how customer service is valued and provided by Marriott International. Her understanding and caring attitude coupled with her total professionalism is worthy of emulation from all Marriott International customer service personnel and is a credit to Marriott International. I hope that Marriott International truly values employees like her and have in place a way to recognize her and to amplify to fellow employees the value of how top notch customer service is appreciated. Thank you Ms. Latoya Brown and Marriott International.
To:marriott Details
STAY Away from this hotel. Unsafe homeless people walking around drunk banging on hotel room doors. We where going to Disneyland. I looked up hotels and was pleased to find the Four Points. Knowing it had a good reputation, and was safe for a family, NOT SO. Do not stay a this hotel you will fear for your Life. We called 911 on Homeless drunks trying to break in to our room. CONFIRMATION NUMBER 97986176,GUEST NUMBER 222361 JUNE 29,2019…..THIS PLACE IS A HELL HOLE
My wife, Marilyn, and I were registered at the Marriott Inn & Suites Pigeon Forge, TN, May 13,14, 2019. This Fairfield Inn was just recently opened; we found the entire facility pleasantly appointed and comfortable.
Late evening, in our room, on the 14th., Marilyn encountered a sudden, serious pulmonary / cardiac problem. I sought assistance at the front desk and was given the location and explicit directions to the nearest hospital. I drove there; Marilyn was given emergency treatment, ongoing diagnosis, and remained there for the next two days.
I returned to the Fairfield the morning of the 15th., the morning I was to check out and explained the situation; did not want to check out, and needed the same room for the next night, perhaps longer. The front desk staff assured me that I would have no problem remaining, offering any, all assistance that I may require.
During the next several days, with my running in and out appearance, I was given sincere concern, caring and compassion for our situation by the entire Fairfield staff…front desk, housekeeping, restaurant service…everyone.
Upon my hurried check out on the 16th. (to have Marilyn discharged, drive to a distant airport, fly home for continuing medical treatment), I was given a “Goodie Bag” for Marilyn and a well wishes card signed by Christy, Gail, Joni, Kelly, and other Fairfield staff. Hugs were also available!
In the midst of my deep anxiety and concern I (we) were given understanding and compassion…for which I am deeply grateful.
I sincerely thank the entire staff of the Marriott Fairfield Inn & Suites Pigeon Forge, TN…and thank the Marriott Family for what they are and what they do.
James Hazel
Mesa, AZ
December 17, 2018
Mr. Arne M. Sorenson
Chief Executive Officer
Marriott International
10400 Fernwood Road
Bethesda, Maryland 20817
Dear Mr. Sorenson,
I am writing this note to you to say I am simply very disappointed in a company that I had so much respect for over so many years.
My company, David J. Richardson, Inc./ Memorable Meetings LLC – (changed name in 1994) produced over 3000 meetings and millions of dollars in meeting business from 1987 until 2012 with a significant percentage of those meetings, (all CIO, CEO and CFO levels) placed into Marriott/ Ritz-Carlton Hotels and Resorts in every part of the United States. When the business decision was made to cut commissions from 10% to 7%, I accepted it as a business decision, but my disappointment was that a great company like Marriott gave no consideration to my company and possibly others whose contribution was significant to your success in the past. Carl Wilson, one of your senior officers and formerly one of my largest client’s clients, can attest to the number and level of meetings that were booked into Marriott and Ritz-Carlton hotels by Memorable Meetings over a 25 year period.
Now, at almost retirement (age 72), over the next few years, you would think that a great company would celebrate the retirement of those that contributed much to their success, rather than dishonoring them by cutting their commission for the remaining few years of their business life.
Am I disappointed in Marriott for doing this to me…yes, no question about it; and here is a recent story that supports my disappointment even more.
Memorable Meetings put a last minute, 593 room night meeting in the JW Marriott, Nashville, pre-opening, for Labor Day week-end this year and my client (Clayton Homes) could not get a signature on the contract until 6 days after the March 1st deadline that would qualify us for the full 10% commission rather than 7%. Under the circumstances, I was hoping for an exception (since the client had the contract in hand and I had no control over the timing), especially considering my history with Marriott; honestly, I thought consideration was given when I received the 10% commission check. The hotel then realized several months after the meeting that they had accidentally paid Memorable Meetings the full 10% instead of the 7% and subsequently sent me an invoice to return the difference. I paid the money back immediately, but it became clear to me that what my company had done for Marriott over a quarter of a century made absolutely no difference. To the contrary, the only thank you for the business over the years, was an overpayment commission invoice of $4,110.00.
Mr. Sorenson, I know Marriott International is a better company that this, and I hope that some day you will give more recognition to your most loyal customers and find a way to celebrate their retirement.
Sincerely,
David
David J. Richardson
President & CEO
Memorable Meetings LLC
My husband and I had a reservation at Springhill Suites in Mystic, CN. When I arrived at the hotel, I was told the reservation was not for that night, it was for the following night. The hotel did not have any rooms for that night, so I was forced late at night to try and find another room. I am a senior citizen and it was a nightmare. When I tried to get a refund from Marriot, I was told priceline would have to give me the refund. When I contacted priceline, I was told the hotel (Springhill Suites by Marriott) would have to refund it. After going back and forth, priceline said they would look into it and call me back. I did not get a call back, but an e-mail arrived. And surprise, surprise! “We have reviewed the itinerary, and … the reservation remains non-refundable. ” It was signed by Stephen B. Not even a last name of the person who decided this.
Maybe $185 is nothing to them, but to me on a fixed income, it is a lot of money to throw away. I am so frustrated with how this whole situation was handled by Priceline and Marriott.
I am very disappointed in Marriott. I and my wife booked directly through marriott for winston salem springhill suites because we thought we would get the best rate. We were very wrong. Upon checking in the hotel there was a couple in front of us checking in that booked through expedia and received a lower rate. The clerk than proceeded to tell them if they booked directly through marriott than they would get a lower rate. So the associates are trained to lie to guests. We booked directly through marriott and did not receive the lower rate. I emailed marriott customer care and there was no mention of making it right. The only thing that they stated is that there are many differant rates at this hotel. The gm of the hotel was not helpful either.
Greetings!
While most of the notes on this site are negative, I would like to compliment Dave Roe, the evening front desk person at the Lakewood Ranch location in Sarasota, FL Fairfield Inn & Suites Hotel. He checked us in from Feb. 7-10, 2018. He was most courteous, friendly, & very professional. When our group of three couples asked him for dining recommendations, he suggested 2 locally owned restaurants with different styles of food. All the restaurants were nearby & were excellent! We were very happy with his suggestions & would go back to those restaurants again when in the area.
Despite lots of construction/ renovation delays, breakfast was a bit crowded, but every bit as good as usual. The staff kept the hotel clean despite all the construction dust & were very accommodating. We initially had concerns when receiving the room immediately next to the single elevator / ice machine as we were concerned about noise. Both were unfounded & the room was delightfully quiet.
We look forward to staying at your facility in the future. Please put this in Mr. Roe’s file & remember it when it comes to his annual evaluation. Great employees like this are what makes being a MARRIOTT Member so pleasant. He is a great asset to your organization.
Happy Marriott Guests
Paula & Robert Griesbach
Jacksonville FL
I am an MD, PhD, I work at Tanner Medical Centter a Carrolton and Villa Rica, Tanner has understanding with courtyard at Carrolton,and we all physiciaqns stay over there. I had always very good relations and good service, but unfortuanely, had a horrible experience with frint desk-her name is TAMIKA DAVIS. I called today at 8.30 to cancel my stay for Friday, I had called 31 hrs before. She was very unprofessional and rude with me, and although this is the first time I requested a cencalletaion, she will not accommodate, I explained and begged her, but she will not budge, I met her multiple times, and I could feel always a negative attitude towards me, during my past satys, whenever I asked for any tolitories or extra towel, she will be very disgruntled and irritated. I asked her to cancel bu t she says she will charge me 1 day stay, Ia slo had booked my hotel from dec 22nd till January 1st. I asked her since it has to do with 2017 and 2018 billing, I asked to split the bill and give. She charged me diffeferent rarte, She charged me $117 but 143 for the rest of the days. I called and aksed her to readjust, but she will not do so. I am very much annoyed at the customer service I got from there. She needs to be frankly speaking moved out of there, and this issue to be resolved. Iadviced her that it is a very poor customer service and is against the coporate rules and regulation, but she will not budge, She needs education, counseling and removal from the front desk
Dear General Manger, Regional Manager and any management up the chain.
I stayed at the Courtyard Marriott at 133 Carnegie Way, Atlanta, GA from October 12th to October 15th, 2017. I booked a stay at this hotel on October 23, 2017. This is an entire month before my stay. When I spoke with the young lady making the reservation I asked if I had to pay that day, if so I would have to call back. She told me no, I would take care of everything when I checked out of the hotel. She never mentioned my card would be charged for anything.
I left Washington, DC on the evening of October 11th and traveled via train over 13 hours down to Atlanta. When I arrived on Oct. 12th, I called the hotel to make sure I could check in early since check in time stated 3pm. I was told to go to the hotel and they would get me in as soon as possible. Upon arriving, Telmo was at the front desk. I explained to him I was early and he told me it would about an hour before a room was available. I took a seat in the lobby. There was a couple already there waiting on a room. Within an hour Telmo called the couple over to take care of their room. I sat people watching out the window and another couple pulled up, came in and were taken care of and in a room in less than 10 minutes. I get up and go ask Telmo if a room was available. He looked kind of confused and proceeded to tell me more rooms were being inspected and I would get one soon. So I believe he forgot about me. Now going on sitting in the lobby an hour and a half. As soon as I get on the phone with customer service, Telmot calls me over. When I get my stuff together and get to the front desk, there is a woman there Niyana, the manager. Because I’m in disbelief and unhappy, I admit I wasn’t as pleasant in explaining to her what was going on after sitting and waiting for over an hour. She never asked me any question other than do I have any form of payment. I told her it should be on file. She proceeded to stand there staring me saying nothing. When I looked up shes like do you have a form of payment. I said I told you it should be on file. She said I need to see it. I said you should ask the question, you didn’t ask for my id or a form of payment, you just asked if I had a form of payment. She proceeds to run my card for the full amount. She announces for everyone standing by that my card declined. So now I’m really embarrassed as people are looking at me. I asked Niyana why she was running my card for the full amount of the stay and she told me it was policy to pay up front. I said I have never had to pay for a hotel stay up front. I asked her what I was supposed to do as I didn’t know anyone there and had nowhere else to go. She looked at me, shrugged her shoulders and said I don’t know it’s not my concern and turned away from me. She didn’t attempt to work with me at all. I proceeded to move back to the lobby and call customer service. The first person I spoke with I explained to her everything and she was trying to be careful with her words and said well it isn’t exactly policy but it is policy to pay up front. I said I have stayed and several hotels including Marriotts and never had to pay up front. I said if it were policy to pay up front then those making reservations need to make that clear and I was never told I had to pay up front. She proceed to say no, no, no I don’t think so you have to pay up front. I asked if she was a supervisor and she said yes. I told her I wanted to speak with someone over her. The next person I spoke with was Angela a guest supervisor. I told Angela the person I just spoke with needs to go through training for customer service again as I didn’t appreciate being told what my experiences have been staying at hotels not having to pay up front. Angela also said it was policy to pay up front. As I told the previous supervisor and Angela, I never had to pay up front and it was never told to me when I made the reservation.
I explained to her how much I had and that I would have the rest the next day, never thinking I had to pay up front. Angela put me on hold and when she came back, she told me that she spoke with the manager Niyana and I would be charged for one night and they had to do a separate reservation for Oct. 13th and 14th. I asked her with the tax would it be more than $130 because that’s all I had in my account and another $10 on me until Friday. She spoke with Niyana again and said they would charge me $100 for October 12th and with the tax, it would cover what I had in my account and the next two nights would be $121 which that was the rate it was when I booked it. Angela worked it out and they charged my card the $130. Angela then proceeded to tell me the problem was, when I booked the room on October 23rd, “they”, I’m assuming either reservations or someone from the hotel tried to run my card several times and it would not go through. And instead of canceling the reservation, the hotel held it. I sat in that lobby and started crying out of frustration and embarrassment, after hearing that. I even when back through my emails and there were 6 about the upcoming stay and reservation and not one of those emails said there was a problem with authorization. Not one single person from reservations, customer service or even the hotel emailed or called from August 23, 2017 to October 12, 2017 to tell me there was an issue and I could have taken care of it well over a month ago instead of sitting and crying in the lobby. I thanked Angela for working it out for me. On top of that it was my first ever visit to Atlanta and my birthday and I was stressed to no end and in tears. I was so uncomfortable I was trying to find another hotel to stay in for the rest of my time there.
On October 13, 2017 I check my account and see the $130 they charged me for Thursday along with another $20 charge pending. Since I was told I had to pay up front and it was policy, although all the others that came to the front desk to check that I saw weren’t required to pay up front, I proceeded downstairs to take care of it. Telmo was on duty again and I asked him why I was charged another $20 when I was told I was only being charged what I had in my account which was $130. He couldn’t explain it. I said I just want to take care of the remaining amount and be done. He charged my card another $292. I asked before I left the hotel if I was all good and he said I was although he didn’t give me a receipt. I checked my account later in the day and the charges for $130, $20 and $292 were processing. I was ok and on to try and make the best of my trip after the disaster the day before.
October 14, 2017 I check my account again and now the charges have disappeared except for the pending $20 and now a pending $30 charge. As far as I knew the room should have been paid for completely and done. I’m headed out to try and enjoy my day and stop at the front desk to make sure there aren’t any issues with payment. Niyana is at the desk and I proceed to ask her why the charges disappeared and only the $20 and $30 charges are pending when I wasn’t supposed to be charged any additional money. She said the $20 was a service fee and something must be wrong with my account. I told her I wasn’t supposed to be charged any additional money from my conversation with customer service and there wasn’t an issue with my account. She stared at me again and said well $20 is a required fee and shrugged her shoulders. I asked again what happened to the charges as the room was supposed to be paid for. She again said she didn’t know what happened to the charges and it’s probably your account. I said it’s not my account because everything I have done from the time I left DC and everything I’ve done since I’ve been here is processing which means it will clear come Monday or Tuesday. She proceeds to stare at me and ask what I wanted her to do. I told her to charge me for the room since I was checking out the next day. She runs my card for $442.86 and gives me a bill. I check my account and nothing is processing except the $20 and $30 still.
October 15, 2017 I check out of the hotel and couldn’t wait to get out of there. It was bothering me about the charges so I called my bank. In explaining what happened, I asked if he could see the charges the hotel had run. He proceed to tell me they tried to run my card for $510 and change, another $30, another $20 plus the $130 from Oct. 12th, $20 pending Oct. 13th and the $30. He said they were all declined because there weren’t enough funds. He told me he didn’t see the charge for the $442 and that the $20 charge had fallen off and he only saw the $30 charge. I was in disbelief that my card would be run so many times for different amounts. I was in even more disheartened that Niyana a manager of a hotel would be so nonchalant and unhelpful. She really showed me that she is not compassionate or understanding when it comes to customers of Marriott hotels, at least not for me anyway. I also don’t feel I should have to pay for my stay after the way things were handled. I will never stay at this hotel again. Perhaps Niyana and her entire team need to go through customer service and sensitivity training or maybe it’s time for a new manager altogether.
If this is the way Marriott is operating now a lot needs to change. People shouldn’t be uncomfortable staying at one of your hotels and I was the entire time, never truly relaxed worrying they may put my things out.
No one should have to experience what I did when one phone call or email could have resolved everything well over a month before my arrival.
I would appreciate someone getting back to me.
Best,
Tasia
My husband had business this past weekend in St Pete’s Fl and I was going to join him, so he picked the Vinoy Hotel because it was supposed to be a lovely hotel. The staff to start with are friendly and very helpful. It starts when you get out of the car and continues all the way to housekeeping. What we didn’t know, was the extent of the construction they were doing around the pool area that went throughout the weekend. When we complained about the noise and not being able to obtain bikes Jeanette Rivera was the calming factor. She was pleasant, kind and really took the time to make sure we had a relaxing weekend. The bike was made available, and other actions were done that showed how much she cares about the people that stay at her hotel. She is one of the main reasons I would go back to that hotel because of they way she cares for the guests. She is a wonderful manager and your company is very lucky to have her..
Stay away from the dulles airport Marriott this hotel is pure bulls**t
These hotels don’t care about customer service or anything of the sort how they think they have the right to go in my room take my dog out of my room go through my personal belongings and threaten to call the cops to have my service dog taken from me ya that’s real good employees you have working for you and corporate and the managers don’t care at all I will never stay at another Marriott
I wanted to take the time out to send a Bravo letter for Erin which is the manager in the Grand Residence Club by Marriott 1001 Heavenly Village Way South Lake Tahoe, CA 96150. I have stayed in many hotels over the years I have never had such unbelievable customer service before. The manger was courteous and by far so professional. This is the second time I have stayed in this Marriott and was treated with such excellence. It is so comforting to know that we still have good old customer service still in today’s world. If more people were as professional as she was and how she handled each person with kindness and care this whole world would be a better place to live.
There a person was celebrating her birthday and she made sure the event was memorable. Erin made the vacation one of the most positive and uplifting times we have had in a long time. Earlier that week we also stayed at the Hilton in San Francisco and treated terribly by such a rude staff. The staff at this Marriott from the maid to the manger all was 100% Stellar Services. I thought I would take the time to commend the excellent services this Marriott displayed. So many times people never take the time to write good letters also finds the time to be negative.
Thank you again for such excellent service and will be sure to stay again at this Marriott in Lake Tahoe sometime soon again.
Renee, Nancy & Ellen
Worst customer service. The Marriott and SPG have hit all time lows and I am so disgusted with the lack of leadership. It will not be long before they suffer great loss of customer loyalty. People that can afford a 5 star resort do not tolerate sub-standard service.
I arrived at the Marriott Pentagon South on 14 August and check out on 16 August. When I got my government credit card bill they had charged me two additional days. When asked why they had to check with housekeeping before they could respond, “it’s our procedure”. I have a copy of the billing, I need it to get reimbursed, therefore I save it. What more do I need to prove that they over billed me. You contract with the US government for the rates, and I didn’t even get the rate that was listed on the Government web site. They told me it was for only the first night after that it would be 111.20 for each additional night. Well they charged me for the two nights I stayed the 111.20 as well as for the two additional nights that I didn’t stay. Is this incompetence or is this Fraud? I should have had a reversal done right away. Not told I would have to wait till they talk to housekeeping. I can assure you I will be informing GSA about this issue.
The GM of the Residence Inn (Kalamazoo, MI) had a group of family members staying at the hotel for about a week. One day, the GM stood at a table with five or six family members for an hour and a half talking with family. It was jaw dropping to the staff at the front desk and to those who took care of the dining area. You could not approach her with a question. There was a guest who asked what kind of meat was in the sausage but the GM was unapproachable for a question. When an employee said to a co-worker, we’d be fired if we did what she’s doing. It’s so unprofessional. The co-worker commented, “I know, and she has not said hello, good-bye, thank you, not a single acknowledgement to a any guest the entire time she’s been there.” The following day, this GM terminated the individual (dining room hostess) who made the comment about being fired if any employee ever did what she was doing. This employee has only received praise for doing a good job, for going above and beyond in their responsibilities. When asked about the termination the GM replied, “don’t need a reason, employment at will.” She blamed the termination on her boss calling for the termination. This GM depends on one of the staff members driving her to and from work. The employee who drives her to and from work has openly admitted the collecting disability, and she works over 40 hours a week. There is no food handling training for pathogens, cross contamination, or TB testing for food handlers. This GM is in the process only in the process of being hired. The Residence Inn is currently going through Q&A and the staff is being put under a lot of pressure to perform. Guests have complained that when calling the front desk over the Labor Day weekend that the GM’s voice mail box was “full” when they attempted to contact her. There was absolutely NO ONE in charge that a guest could go to. These guests had a long list of complaints and they were furious. Marriot, you’ve got a problem.
Booked my room at a residence inn in warick R.I.. i was taking my daughter from N.J. to the University of Rhode Island. What was suppose to be exciting and fun turned into a nightmare! When we drove into the property it was run down peeling paint, laundry bags hanging from the steps landscaping unkept ect. When entering the room there was dog hair on the couch cobwebs on the lights and some mysterious stuff on the back of the chair , nevermind the smell. The woman at the fron desk was lovely and understood. I called Marriott and told them i wanted to change hotels they were very nice and transfered us to the towneplace suits and thats when it really went downhill! We went up to the room and put our stuff down and went to get last minute things for my daughters arrival at college. When returning we went to the room and noticed it was so hot in there and tried to turn the lights on in the kitchen area and they didnt work. I called down to the front dest and told them about what was going on so the girl said she will send someone up to take a look. He came up looked at the lights and said that they arent working and wont be fixed until the next day so he left and didnt look at the air conditioning. I called down again and she said she will send him up again. Now we are waiting a half and hour and he still didnt come. I called down again and asked if she could change our room and she said the they didnt have any so i asked if i should look for another hotel and she said that would be best. We collected our stuff and went down to check out and she said we couldnt and that she wasnt releasing my points for me to stay at another hotel and that i had to stay in the room until the air conditioning was fixed. I called marriott and they called the hotel . The girl told them that i cant checkout because they cant sell the room and that she isnt allowed to release my points. Now its around 10pm and i arrived in R.I. at 3:15. We are extremely exhausted. While we are standing there the girl gets back on the phone with her manager and proceeds to laugh about whats going so i confronted her about it and in some many words called me a liar. Now this went on for another half an hour. Finally she releases my points and the woman at marriott made a reservation for me at tge springhill suits. We now go and try to check in and there is no reservation im so glad the girl there was so professional amd helpful finally we got into a room at 11:15. (Mind you im suppose to a platinum reward member) . When we came hime i called the marriott corporate customer service and the woman could care less. The towneplace suits emailed me with an apology. I will never stay at Marriott again. There slogan on tv that they treat people like gold is a bunch of crap!
Security at Berlin Marriott
Inge-Beisheim-Platz 1
10785 Berlin
Dear Sir,
Being Elite member of the Marriott Hotel and member of the Ritz Carlton, it is not my first time to spend night in this prestigious hotel. With all due respect to the Berlin Marriott (Potsdamer platz) management, I have to put together my recent terrible experience for the benefit of future visitors as well as for Marriott management to review and improve security.
Along with my husband I checked-in to Marriott Berlin on Sunday evening (03 September) and were given the room # 971. On Monday after a hectic day I returned to my room at 10.19 pm and put my handbag on the table along with watch, jewellery and other accessories and went straight to take shower. My husband was in the lobby at that time. While I was taking shower, heard noise someone enter into my room and I assumed it must be my husband since he has the room key. I spent around 20 minutes in the bathroom. After my shower, I was tired and went to bed without paying any attention to what was that noise about. Later my husband came around 11 pm. We slept without discussing anything.
Next morning, when we woke up, I noticed that one of my ring was on the floor next to our bed. I looked around for my watch (an expensive Rolex, a gift from my husband) but couldn’t find it. Neither could I find my diamond ring (2.5 karats). When I told my husband, he immediately called room service to inquire about the items. In the meantime, I realized that my wallet and handbag were also missing, which had all my credit cards and cash 500 Euros. At this point, we were panicking and went down to the reception to speak with the manager. He called the police on our behalf to report the incident. It was a surprise that the manger should have been more concern on the security of the hotel. How someone unauthorized can enter a hotel room avoiding security coverage of the corridor as well as using room access keys. It is natural that there should be electronic data for each entry to any room any given time. .
I am traumatized for last few days to think that someone entered to my hotel room while I was taking shower. I could have been victim of violence or violated since I was alone. Hotel authority assured us that the police will make proper investigation and we will be kept informed. In fact, it was violation of my privacy that has traumatized me. I have never experienced any such incident in my life particularly at a high quality 5-star hotel like Marriott. I strongly believe hotel has security footage of who have entered my room on that evening and I sincerely hope they will share all information footage with the police.
We were deeply hurt by the reaction of the hotel staff when we informed them of the mishap. While the manager was courteous enough to call the police, he did not extend any apology on his or the hotel’s behalf for our loss of property and privacy.
Manager was pointing finger on us for not locking the door properly. My surprise is that even in case door was not properly locked how someone can enter a border’s room and where is hotel security? This is not an Airbnb or a cheap motel, this is the Marriott hotel, an international chain of hotel promise world-class service. If we cannot expect a simple apology for such an incident, what else one should expect from most expansive 5 star Marriott Hotel.
I was scared so much that didn’t dare to travel back to Frankfurt alone. My husband who was in Berlin for work had to abandon his work and drove me to Frankfurt that day. Since I couldn’t sleep last few nights, I consulted had to consult my physician who prescribed me few medicine to over cone from this trauma.
Finally, I would like to alert all those who will be in Marriott to take extra caution on personal security. On the same token, I strongly recommend Marriott hotel chain to seriously review security of all borders as well as staff performance in such event.
Sohela Kabir and Dr. Humayun Kabir
Fist of all let me start by saying that this is my 6th attemp to get answers and no one has reached out with any help, its been almost a year since my stay and its like it didnt happen. My fist night of my 6 day stay at Waikoloa Beach Marriott Resort seam to be going great got to the hotel just in time to watch the sunset dropped off all of our stuff in the room and we went straight to the beach, we went straight to bed after that and in the morning thats when the vacation from hell started. We woke up at 7am to all of our belongings missing, purse, luggage, everything gone. We called security rite away and they even question if we brought anything with us and said that calling the police wasent a good idea, i called anyways and the officer assure that the only way into the room was with key access and once the officer left the hotel didnt do much to make sure we were ok. Everything was stolen out of our room and all i was offered was a tooth brush?? That dosent make since to me and the staff that was working the front desk seam to be annoyed when i would ask if they had found any of my items. Our last night at the hotel another lady in the lobby was going thru the same situation and said that someone had taken all her stuff, this just seems to sketchy and it sucks that people get away with this. My husband and i work full time jobs and we try to enjoy time away from our 6 kids when we go on vecation but this was a nightmare! I feel so taken advantage of and i never thought that a marriott would treat me like this. Hope to hear back soon! I need answers and an explanation.
May 12, 2017. I attended a wedding at the Marriott in Cranberry PA. 200 attendees. My compliments to everyone. Our family comments are this Marriott is run like a fine tuned machine.
Your staff from the front desk to the dinning area, bar and then wedding were top of the line.
The rooms were superb and the one handicapped that we uses, perfect. I am not Marriott member and would like to become one and use your hotels exclusively.
Thank you to all that helped to make this affair so special.
Our first and last time to the World Golf Village Renaissance, St. Augustine, FL. What a disappointment! We Made reservations 4 days in advance and ended up in a room that did NOT fulfill our requests; we requested to be away from the elevator(s) and service/lobby areas, preferably a quiet room in a quiet location of the hotel. They put us right outside the elevator! We requested 2 dbl beds and got a king bed (room 917). We requested non smoking and the Room smelt like cigarette smoke. The room a/c is at the head of the bed and bliws directly on your face! The room is located above large outside a/c units. Looked online and seen we were obviously put in a cheaper room than what we had orig. paid for. Found it was because the hotel had Sold out & gave our room to lower paying guests who requested to be upgraded! Then young children were running around the halls/floors unsupervised, screaming & playing on the elevators till early morning hours, they knocked on our door and ran after asking them nicely to please stop; Had to call Security/Management twice! Had a Funeral to go to the next morning but did not make it due to NO sleep from a/c’s & kids who had been doing it the night before we checked in and were evidently addressed about it then. It was def a joke to them because these same kids continued with this bad behavior the next day with us and other guests! Asked to speak to Mngmt when we checked out and he/she would not come out of the office, just had the desk clerk come out and apologize himself to us. Mngmt took NO responsibility & did NOT care to hear about our experience further! So BEWARE new visitors IF you plan to stay here! Unless if course you like blowing your money on a poor quality room that smells like cigarettes, to be bumped to a closet for more money to upgrade lower paying guests, for your requests to be totally ignored, and you are a parent(s)/guardian who let their children act like animals and run loose unsupervised for Management to avoid you and just not care… then its for you!! SUCH A HORRIBLE EXPERIENCE FOR THE $$$ WE SPENT; and sadly, it all could have been avoided if our requests were acknowledged to start!
UPDATE: after calling the corporate office with our issues, corporate had notified this property to contact me by phone regarding this matter. Instead I got a standard “email” response giving me 5000 reward points for our inconvenience. Mind you I do not have a reward account, nor have I ever created one! And what could a guest get fir 5000 points at a Marrott anyway? Just another way to avoidi the guest response! Furthermore, The email I received was computer generated to all the responses made to other guests with issues! How IMPERSONAL can their response get, much like the response we got when we checked out…avoid us!
I have reopened this case (#10136814), at the request of the Corporate Customer Service Rep to give this property another opportunity to respond by telephone, in hopes that I will receive a phone call and not be pushed aside to an impersonal computer generated email response!!! Next step is to notify Corporate that we will be disputing the charges through the credit card, maybe I will get a more personal response then, hmmmm?
Would like to make sure you are informed / aware of a 3 story low income property being built across the street from your Palm Desert CA location. Please write to the local paper and Mayor of this City to stop this project. It will bring with it Section 8 tenants and an additional 2000 people to the area. This is not fair to us property owners who have paid taxes for years only to be surrounded by this type of housing! This is a golf community not a community to house the poor! Your bookings will be affected by this and we are soliciting your help to stop this project!
y recent stay at the Spring Hill Marriott in New Orleans was a disaster. I’ve called numerous called the customer service line. I spoke with a customer service rep with your company that promised a that a account rep wiould call me by the end of the day and yet I did not receive a call at all. this was to be expected. I had Hotel,com to call the hotel and the person that he spoke to was so rude that they offer me a 100,00 voucher because they rep I spoke to could totally relate to the treatment I must have experienced at the hotel.
i stayed at the hotel on July 2nd and 3rd. there was a rude dude the check us in. He wanted to know why I was paying cash. I had to call a manager. the guy who checked me in also told me that the hotel had its on rate and I shouldn’t have booked on Hotel.com, He then proceeded to tell me he was too busy to deal with this. I just checked into a room where there was rust in the tub, the carpet was so nasty, the room for a suite was small, and the noise was unbearable. It was the worst stay ever.
When i checked out I was told paper or a sign in book was not completed. The young lady told me that the guy that checked us in hates his job. She was very apologetic but it was a little too late. the sign in log was to inform me that it was a 40.00 parking fee. to my surprise this was taken out of my 100.00 a night security deposit.
I am requesting a refund in the amount of 333.00
I don’t think anyone will ever call. that seems to be just poor customer service on your company’s part. It runs deep. I have been trying to get in touch with the CEO and Director of Marriott to express my dissatisfaction. It has been almost impossible but I plan to continue until I get a refund
this hotel is in bad need of an upgrade for the rates that are being charged. A training course for your staff wouldn’t be a bad idea as well.
I look forward to hearing from you soon, thought I’ve been promise several return phone call and yet I haven’t received on. this is not how you treat a paying customer, cash or credit.
thanks
Juanita Adams
Marriott Towneplace Suites is Southern Pines, NC is a beautiful hotel don’t get me wrong but management is off the chain. I booked 3 rooms. I’m spending my money on rooms where I was referred to go by many people for me to find out that Amy Scott is honestly very rude and nonchalant when it comes down to a lot of things. She talks to you like your kid. Her mouth is just blantly disrespectful and she is just all out of order. I have requested for management several times during my stay and was told she was management and was given the time she should be in for work. Until I then realized that she strolls in the building when she wants too and then be wondering why her staff is out of wack. She needs to be reviewed and rethought because she is not up to par with her management skills. I will not be staying here again.
50 members of my family &I recently had a family reunion in Washington D.C.we stayed at the Crystal City Marriott.
I have been a Chef&in customer service for 32 years,I am also a former Marriott emplyee. (Casa Marina Resort in Key West).
I wud like to compliment your staff,thay were great in every way.
I wud like to point out one shinning star in particular.Her Name is Abby.she was our bartender for the 3 days we stayed in your hotel using the bar as our fam meeting place.
She was so helpful,so kind&went way ABOVE&beyond to make our stay not just good but AMAZING.Directions,suggestions&tips on where to go.we had a Ball thanks to Abby.
By the end of the wknd we maid her an Honorary Fam member.Thanks.
Good morning,
Wanted to let Marriott International that my family and I had a wonderful time staying at the Residence Inn by Marriott Portland Scarborough, the general manager was so professional I forgot I was staying at a hotel and felt like I was home. He addressed any and all requested within minutes of calling. We were there only one night, and my new born son was the focus of our attention and My Adam Green’s attention was focused on our happiness and our stay, a true professional in the hotel industry.
A more in depth letter will be sent to the corporate office of Marriott International.
When wanting a great stay, stay at this property.
Respectfully,
James Carey, RN
Melrose, MA
I am currently staying at Springhill Suites Marriott (5169 East Freeway in Baytown, TX ) and have been a guest for three weeks. I am here on business working for Houston Methodist. Currently working graveyard shift and I’ve been woken up repeatedly on a daily basis by hotel staff, housekeeping, front desk. I have complained to GM and she moved my room but I’m still getting woken up while I’m sleeping. They are also going into my room at night while I’m not there while the DO NOT DISTURB SIGN is hanging on my door. Which this sign has been hanging on my door the entire time. I feel that they are harassing me at this point. Very disappointing to see how this Hotel treats their guests and especially Platinum Members. I always stay with Marriott when I travel which is a lot and I have never been treated like this before. Unfortunately I’m not leaving till 6/10. Confirmation # 91698668
Stayed at the Marriott on 5-25-17 thru 5-30-17 1331 Pennsylvania Washington D.C. , And was very disappointed and upset by the way I was treated by the manager name Emily there she was very rude and combative when I EXPRESSED my complaint about maintenance entering my room unannounced. And whether I was Wrong or right she should have showed professionalism in handling the situation instead of wanting to argue with a guest. And there was other things that transpired that gave me every reason to believe I was treated this way due to my race.
Marriott Oakbrook terrace courtyard is operated by a very prejudice Gm who only hires,promote, and interview people of his/her kind. This is not the company that one can retire nor either advance from. Very nasty way of treating employees, there’s better company’s out here that don’t believe in judge a book by it’s cover. Such a bad company that plays favoritism.
And if your Hispanic or African American don’t bother waisting your time applying for no positions available there!
I have a few complaints if someone could email me at the earliest convenient!!! I have been dealing with a few issues for a while now. Thank you
To whom it may concern,My stay @ Courtyard Marriot 2300 commerce Weston,Florida…this weekend was horrible experience….Dirty/Old bed sheets,Damp carpet,Hair from previous guest everywhere…more like something I would expect @ Motel!!!!!!! Just not up to standards @ all…I’ve stayed @ practically every marriot in the surrounding area over the last couple months didn’t have any complaints…Ill never go back to Courtyard Weston after this weekend…My marriot rewards #894 679 356
On April 14, 2017 I called the customer service number in regards to a issue from a pervious stay. The hotel took care of my concerns with no problem. However in speaking with customer service I found out that my Marriott rewards were going to a Southwest Airlines account without my knowledge and was told to contact Southwest to request that my rewards be transferred back to my Marriott Rewards account. I contact Southwest and after being on hold for several minutes I was told that Marriott could reverse the transfer. I called Marriott rewards customer service back only to be told there is nothing that they can do. I have been given the run around since April 14th, I am requesting is for the points that I have earned to be returned to me on the proper account so that they may be utilized on a up coming important trip in May. I am not grapsing that points can be taken but they can’t returned. Can someone please help with this issue.
This is the topline of the story:
I recently stayed at one of your properties to celebrate Thanksgiving with my kids and grandson to have this trip turned into a total nightmare. The hotel had the valet stand cabinet stolen at 5:30am and then my car was stolen on the same day. I just had the most unpleasant conversation, arrogant and unapologetic attitude from the GM. This was the most destructive and corrosive attitude I have ever experienced from someone that should be protecting the Marriott Brand and the Marriott consumer.
I left a message on the marketing department voice mail for the VP of marketing to call me. I would very much appreciate that this would be escalated to him/her.
770-998-XXXXX
Hello I have a problem at the new Orleans Marriott, theirs this one supervisor name Adam on 3rd floor kitchen on cold side doesn’t do anything at all just walks around and the chefs are just trying to cover it up everyone wants him to leave and he wants to leave to he’s not doing anything fair and always complain he’s bragging about his checks and makes 13-16 hour days while he doesn’t do a thing but smokes on the backdock most of his time can anyone please come down here immediately and help talk something in his head so he can move on or work but mostly move on i don’t like to be rude or anything but the guy is just a jack ass and people constantly complain about him,every other supervisor and manager work but he’s the only one that get paid to do nothing but walk around all day and lost confused he needs to get drug tested because his mind is never clear and he’s never here he shows up to work everytime after the 11min rule for the schedule time so can anyone please send someone down here and check all the cameras or do something and keep a close eye on him please!!!
I am Platinum member who has called Marriott Customer care 5 times over one month re: missing stay. Today, supervisor DEBORAH at CUSTOMER CARE? THREATENED TO SUSPEND MY ACCOUNT AND REFUSED TO GIVE HER LAST NAME OR #. SHE HUNG UP ON MY CALL ABRUPTLY. WITH EMPLOYEES LIKE THIS, IS MARRIOTT GETTING LARGER BY ABSORBING STARWOOD A GOOD THING?
P.S. HYATT JUST ASKED ME TO JOIN AND ACCEPT GOLD STATUS!
We recently stayed at the Courtyard Marriott in Boynton Beach, FL. Not only was our car tampered with but someone backed into it in the hotel parking lot! We contacted the front desk immediately and was told they did not have cameras and could not do anything for us. How are we to feel safe if ever we were to stay at the Courtyard Marriott again? It would be appreciated if someone in corporate would take a proactive stand and do something to rectify this situation. We didn’t drive 6 hours away from home to then have our car tampered with and the hotel brushing it off as if it is not there problem. Awaiting your reply
I would like to talk to Mr Marriott. If can call me when he is not so busy. Wayne 760 564 XXXXX please after 11am work for him for over 30yrs.I think he would be interested talking to me.
THANK YOU LOVE WAYNE 1760 702 XXXXX.
This comments is directed to Mr. Arne Sorenson.
I have been residing at the Town Place suites in Novi Michigan for the last 6 years. the staff here is extremely professional and seems to enjoy their prospective duties. Whether I look at the cleaning staff or the management they are all top notch. Congrats!!!.
I am looking to relocate to Sarasota Florida in the near future and would like to be given a strong consideration on my daily stay costs and on a recommendation from the staff at Courtyard Marriot/Towne Place Suites. I will be staying in Sarasota for at least 3 years. I would like consideration for $50/day in the Residence Inn. Is that possible?
It would help me very much and help me maintain my Platinum elite status while keeping my costs down while I will be on a fixed income. thanks for your consideration.
Your help is much appreciated.
Greg
Failed to add we weren’t the only ones from the Bridal group with bug problems
We stayed at the Marriott Courtyard Lincolnshire June 26 and 27 2014 and had to be moved 2 times once because of a ant infestation and the 2nd because of Spiders.We finally left and stayed with family.Was a damper on a joyous day. The staff was very rude. I filed a complaint and honestly no one cares.
I am not sure why people are complaining here – Marriott never helps and only wants your money at the end of the day