Marriott

Please beware. Marriott is dishonest about the benefits for titanium members. They have discriminatory practices when it comes to annual choice benefits. Make sure you record every transaction. Their customer service staff are totally incompetent and don't understand basic English. Buyer beware!

I called in to explain about a recent stay back in December. It was regarding using my free night award. The guy at the hotel said he couldn't do anything because it had to be booked online. I said I could do it but the guy said it would not work. I found out this was misinformation. After explaining this to Gabriel and the whole scenario more than 3 times, he offered zero help or interest. Horrible customer service rep who definitely should not even be taking calls. There's more to this complaint and the zero steps he took in addressing this matter.

My wife and I were platinum members at the old Starwood and regretted the change with Marriott. Worst possible web site and mobile app. Every time I try to sign in I get the error message. I know my email and member number are correct as I get frequent emails wanting me to buy points. So it's a password issue and updating your password is an excruciating experience. However, with an hour of spare time and infinite patience it is possible. However, once I get signed in and complete my transactions, I will go through exactly the same experience the next time I try to sign in. Their hotels are excellent but boy the customer service on their apps is extremely frustrating. So, I am done with Marriott and will sign up with another high end chain like Hilton hopefully with better customer service.

Arrived at 21.30 pm, the room was not cleaned. Had to wait to clean the room, the manager "Sara" resolved to discount $100 from our account, we don't think it was enough, we payed almost $250 for a night. Unpleasant wait at the hall, not even offer us a drink at the bar!

Encouraged to purchase a $199 4 day vacation when booking a room. One year and 3 months later when finally have time to take it, am told expired and have to pay $99 to reinstate. No thanks! This is not how you treat rewards members if you want their business. Travel for work and fun - and plenty of other hotels out there.

Would never ever stay here again! Newer manager is horrible to deal with! Stay wherever else you have to unless you like being taken advantage of!
Also…. Bedbugs!

I stayed at Marriott in Alpharetta, Georgia on October 09,2023. I walked in to the front desk with my Granddaughter and the lady was very nice she had an incredible personality which was cheerful, inspiring, professional and optimistic. For identification; she was white. She showed us where the pool, elevators and restaurant were. Everything was very clean except the pool it was enormously clean. I have never seen anything like it.

When I reserved the room online at Marriott.com it stated that it was a corner room and displayed a large window which is what I wanted for my one-year-old Grandson who loves to look out the window and experience the world. The window was small and blocked by a tree and this room only had one window not two like most corner rooms have.

We went to the restaurant and waited for awhile to be seated. A short man who spoke poor English told us that we couldn't be seated in the restaurant since some employees didn't show up to work. Therefore, my wife, 3 yr old, 1 yr old and myself were seated in the bar at a table that I am 6'2" man couldn't eat well because the chair sits so low. Everybody was quite loud and drinking like they should be in a bar. My family should have at least been seated in a quiet family environment. The food was horrible and it took over an hour to receive it. It cost me $120 to have a horrible experience.

We checked out around noon and remembered around 5:00 pm that my 3-year-old Granddaughter's very favorite star magnet was still in the room on the thermostat. I drove back to the Marriott to talk with the cheerful lady however, she was busy so I talked with the other lady at the front desk. For identification; she was not white. I told her about the magnet she stated that I was the last one in the room and the maids had not cleaned it. She stated the maintenance man was sick and didn't show up to work so she couldn't get it that night. I asked if I could get it, she said no. She would leave the maids a note and call me on Wednesday. While I was walking out the door the maintenance man that was supposed to be at home sick said hi to me. He knew me since he gave me a working TV remote the night before. No body called me by 6:00 pm the next day so I called and no body knew anything about the magnet including the maids. The lady told me she would get it and give me a call back, she didn't. The next day a man said he would check and give me a call right back, he didn't. If that front desk lady would have let me go up and get it the first night my Granddaughter wouldn't still be asking me for it. Employees except the cheerful front desk lady, pool staff and maids just don't care.

Clean, Restaurant is horrible, Employees just don't care

Marriott advertised a corner room with a large window. After all my business trips over 45 years I expect a corner room to have windows on both sides this one had only one small window blocked by a tree. The room was clean, the linen was newer but the chair was worn out. What happened to the Marriott name meaning plushness, up-to-date furniture and good quality happy employees treating you like a customer not a hassle. What happened to the bellhop. A Hotel named Marriott used to mean something but now a hotel with Marriott on top of the building means less than Hotel 6 quality and service.

My husband and I checked into the marriot union square (san francisco) on 24 December 2023 and checked out on 28 December 2023.

On the evening of 27 December I went to the front desk and asked the person there, an elderly Indian gentleman,to give us a morning call the next day at 530am. We were due to catch our flight back to Singapore at 930am on 28 Dec 2023 and I knew we had to be in the SFIA at least two hours ahead of the flight time. He said ok

That evening, before 12 midnight, I called the front desk from my room and spoke to someone who said his name was Mr David and he said he was the Manager of the Hotel. I told him I had placed a morning call request with the Indian gentleman at the front desk and he said ok. He did not check, he merely said "ok". I asked him about the credit card which I had passed to the same Indian elderly gentleman on the night of 24 Dec 2023(when I had checked in) and asked David when would I know that Marriot would ask my visa credit card to release the holding amount of USD$200.00. He said it would take about a week and I was shocked. I thought it would only take 2-3 days for Marriott to inform my visa credit card to release the holding amount. David then went on to say that if I had any problem with my credit card releasing that amount back, to fell free to send him an email. I asked him for his email address but he said he would pass his name card to the front desk person on duty on the morning of 28 Dec when I checked out.

Come the morning of 28 Dec 2023, luckily we woke up with the help of "our internal alarm clocks".When I checked out and settled the bill, I asked a Chinese lady around 50 years old, for David's name card. She asked me suspiciously why I needed his name card and I explained to her it was because he had asked me to follow up with him in case I had any issue with Marriot releasing the holding amount of USD$200 back to my card. She was very reluctant and brusquely passed me a name card. At that point in time, my husband told me that our taxi had arrived so I hurried off. I was quite put off by her attitude because she was very reluctant to pass me David's name card. Was she afraid that I was going to complain to him about something?

Since my husband told me to hurry, I told her as I left the front desk, "Oh why didn't you all give us a morning wake up call at 5.30am?" And I gave her the "thumbs down". She said "Oh you placed a request for a morning wake up call? Are you sure? What time? What time?" I said "5.30am. Wow Mariott's service sucks huh?" As I walked off, she was still shouting to me "Are you sure you placed a wake up call request? What time? What time?" It was Very annoying!

When we were in the cab, my husband showed me the name card that the Chinese lady (from China) had passed me. It was the name card of "NATHAN J WAKEEN". She did not even have the decency to say "sorry I can't pass you the name card of David. Instead I am passing you the name card of Nathan J Wakeen" and neither did she have the courtesy to say "so sorry for having missed giving you a morning call".

Is this the kind of service one should expect from the Marriott hotel,Union Sq, San francisco?

I was aghast with her attitude. I can't remember her name but it was a Chinese name, it was either "Min Ying" or something. But it was definitely the name of a Chinese person from China, as in it was not a Vietnamese name or a Christian name. At first I had thought she was a Vietnamese but by the name, one could tell she was not a Vietnamese.

A Disgusted Guest

High quality service at a reasonable price has always been offered by Marriott. At the many Marriott Hotels that I have had the pleasure of staying in, comfort along with warm, personal service is always to be expected.

Towne Center Suites in Tucson do provide spacious clean and comfortable accommodations but although staff are very pleasant, they fail to provide necessary service to keep coffee on hand and frequently allow items in breakfast to run out. They need to monitor it more frequently. I had to request coffee replacements 5 times. Breakfast is high cholesterol with minimum healthy choices except apples and oranges. Their remotes for tv in lounge do not work and are sometimes lost.

I've been a part of the brand through my travels and decided to apply for key positions but, understandably, was denied application before interview. I have 20 years hospitality experience in competing properties but was informed I am over qualified for what they want to compensate which is a direct admission to how they run their new program….basically a corporation that has no soul. Would recommend staying with the smaller, family run units that cater to your actual experience.

Will never spend another dollar with this operation

With over 30 years of experience staying in hotels and resorts both in the USA and internationally, I was quite taken aback by the response and impolite attitude displayed by a front desk employee when I simply requested some extra towels. This morning, I politely asked the front desk to provide us with additional towels, and they informed me to return later to collect them since there was no one available to deliver them to our room – which was understandable.

To our surprise, when we received a call notifying us that the towels were ready at the front desk, the employee also requested that we bring our used towels back. While we were willing to pick up the fresh towels ourselves due to the staffing situation, the request to bring back our used towels struck us as entirely unacceptable and baffling. This incident demonstrates a lack of attention to our needs, an impolite demeanor, and an unreasonably rude request from the hotel staff, which left us quite disappointed.

This experience occurred earlier today during our stay at this hotel.

I have been a loyal Marriott customer for 26 years. I was an ambassador level for several years. I am still a lifetime, titanium elite. When I booked online I made a mistake and used S 85,000 certificate for a 12,000 point hotel stay. About three weeks after the stay, I realized this and contacted Marriott. I called in to have the certificate reinstated and points taken out of my account. I was told that was not possible so I asked for it to be escalated, and I was provided a case number. I called in a couple more times it was told at the case was in progress of being reviewed. After not hearing anything for a month and a half I sent an email to Marriott and I was told to call into a different number for info. I called that number and explained the issue I have with how certificates are used online and the problem that occurred and I was told oh we told you we would not reinstate the certificate and take your points. I said that is incorrect I had never received any response after the initial call. I was told the case was only open for documentation. However, I was originally told the case was opened in order to provide a possible exception. I am so frustrated with Marriott after being a faithful Marriott customer to be treated like this.

I used to almost always used Marriott for my travel. However, the last three times I have tried to book a room on Marriott's website I couldn't log in. Even if by some miracle you get into the site it is not user friendly. If you need to check different special rates, you have to check them individually. The last three times I tried to use Marriott I finally gave up and went to Hilton. Hilton's site its more user friendly and much more attuned to the customer.

Great spa, very quaint and intimate. I only rated a 4 because of no steam or sauna rooms. The facilities were well organized and clean. The staff was on point with their knowledge of services and products. Would definitely visit again.

Any time I travel somewhere, I seek Marriott hotels because I'm so used to staying overnight in their apartments.
The level of services is beyond the sky, they always cater to the needs of visitors and do everything to please them. I suppose that is the direct of evidence of how the service influences the brand awareness and creates trust from clients.
I can't even count how many times I stayed in their hotels, but I don't care, the main - I have a joyful time.

I have been a Titanium member with Marriott for over 20 years. About 6 months back my account got merged with someone else's. I don't have access to my points, Marriott hasn't suggested an interim solution that restores my status with Marriott. Whenever I call, they can't provide any target date for addressing this issue. This is a very frustrating experience and the worst customer service that I have seen in the hospitality industry.

I had very bad experience with Marriot.
I was charged for 4 nights and yet I stayed only for one night. They would not refund my money. I spoke to a manager who hung up on me.

The arguing, one-sided, threatening words from CNN and MSNBC morning news is very disturbing when I go to get my coffee in the lobby. Hotels should be peaceful and welcoming to all not a place for division and anxiety. Make a policy to have non partisan channels blaring. Try something like explorations, building, animals, food. Channels that inspire and build compassion.

I have been on the phone with Marriott customer service 20 times because i have not received my points for 7 stays which is because of an issue with their app! Even though they can see my stays they still want me to send my receipts through the folio which doesn't work either! Emailed them but they won't except that either! Never again will i stay at a Marriott! Absolutely the most pitiful customer service i have ever witnessed!

We booked our Spring Break trip 52 days prior to our stay with points. Allegedly, rule is they cancel reservation 60 days prior or 14 days prior to your trip, whichever comes first if you do not have enough points. To me, that means we should not have been able to book the trip without sufficient points. I travel for work, and I thought I would accumulate enough prior to stay. Marriott's allleged policy is it's your responsibility, and they do not need to notify you to purchase points or try for cash + points, which we would have gladly done. We never got a cancellation 14 days prior, which we would have been okay with as we could have planned or booked directly through hotel and kept our 1 bedroom suite with full kitchen. No, instead, we got a cancellation "email" day before our reservation. We were on a beach at the first part of our spring break, when I just happened to check email. Each person gives me a different response as their rule changed March 28,2023. We fell in a strange time period, and noone will admit it. There were of course no one bedroom suites available and I was so turned off I didn't want to book another Marriott property in Savannah. We went with IHG and my F/F rate. It was amazing, yet it added a lot more $ to our trip, as it was more expensive, couldn't use points that late into game and no full kitchen. We are fortunate we found a room, as it was Spring break. When I had checked 52 days prior, they had no availability. The fact that Marriott doesn't care to admit the wrong has caused me to write this review. I have already gone on Twitter too. I am next going to start a Facebook page towards the poor, lack of customer service. How many of you could I get to join and write in on the fbook page?

+1 *******764 Called this number to find out the rates of the room I wanted to stay in overseas. Customer rep on the phone got frustrated with me and just decided to put me on hold hoping I would hang up. If you job is to help people and you clearly don't have any hospitality in you and you're miserable do everyone a favor and just quit your job. Super rude and waste of my time. DO NOT BOOK WITH MARIOTT.COM

This was our third time here and the truth is there are no complaints, the staff, from the manager, Mr. Argimiro Peña, an excellent person and extremely kind Marcos Herrera, our angel, is always attentive to our needs, even though we didn't even have any. Thank you Valentina so sweet, Ginette and Santos we will miss your food, continue like this always excellent hygiene, quality. Thank you