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Wanda of Henderson NV (09/02/08)
The Marriott Courtyard Fairfield charge me $110 for canceling my reservation within less than 45 minutes after it was booked. I called the Courtyard at 10:30pm, 08/29/08 to book a reservation to stay at the hotel for 08/29 & 08/30. I called back before 11pm, the same evening to inform the hotel I would not need the room. The rep inform me that I would be charged for one night because I did not cancel before 6pm on the 08/29/08. I asked the rep how could I have canceled before 6pm, the reservation was not made until 10:30pm. The rep told me it is the hotel's policy to charge one night when reservations are canceled after 6pm.
I explained to the rep the hotel did not disclose any cancellation fees prior to me booking the reservation. The rep told me that I should have know their policy when I booked. Therefore I would be charged the fee of $110. I asked to speak to a manager, I was transferred to customer care. The customer care rep's attitude was worst than the reservation rep.
The customer care rep responded, you should have known the policy, it is too bad you have never stayed at a hotel. Anyone would know there is a charge if you do not cancel before 6pm. Again,I tried to explain it was impossible to cancel before 6pm if the reservation was not made until 10:30pm. The customer care rep stated those are the rules, your account will be charged. The Marriott Courtyard Fairfield is practicing deceptive business, they did not disclose their cancellation policy prior to booking the reservation. The hotel should not be allowed to charge fees without proper disclosure.
Mv of Plano TX (08/27/08)
I am a Platinum member and I have been staying in Marriott Hotels for the last one year every week. Somebody called me from Marriott Vacations two weeks back and talked to me about Marriott's Grand Chateau in Las Vegas. I spent nearly one hour with him just because he used the Marriott brand name and he sold me the package and I gave my credit card number thinking that it works exactly like making a hotel reservation in Marriott or Hilton i.e., I was thinking that my credit card will be charged only when I check in. He did not tell me explicitly that my credit card will be charged right away.
Now they (there were two persons who talked to me) claim that they told me that this was prepaid and non-refundable. Even if they had told me, I did not have the same understanding. I was thinking that it worked like booking a reservation in a hotel. I realized that my credit card has been charged for $199.00 and I asked for the refund and they are saying that it is not possible. Now they are saying that two people talked to me and explained everything to me. They are using this tactics to deceive people. I did not have the same understanding and when both the parties are not of the same mind, there is no legal contract.
They are just trying to use the letter of law as against the spirit of the law. I am really shocked that a company of the size of Marriott has to go to this extent to rob $200 from small people like me. Iam getting very suspicious of the Marriott name now and I do not want to go anywhere near this Las Vegas property. I would like to get back my money $199 since I never checked in and used any of their facilities
Sharon of Sunnyside WA (08/19/08)
We pre-paid for our stay at Residence Inn in Spokane Valley. We stayed there in Room 228 on August 8, 9, and 10th, 2008. When we checked in this [receptionist] kept saying our cards weren't working and she used my husband's credit card and my debit card and finally said my debit card went through. We didn't understand why she needed our cards anyway since we had pre-paid through priceline.
Well, I just got our bills and on my bank statement there is a charge for $22.77 for August 13th for Residence Inn Marriott at Spokane Valley. And there were two charges on my husband's credit card statement for $22.77 and $2.50 for August 13th. For one thing we weren't there on August 13th and another thing we didn't make any charges to the room. We definitely are pursuing this matter and won't quit until they debit our accounts and give us a written apology!
Marianne of Mattoon IL (07/03/08)
My family and I booked a two-day stay at the Fairfield Inn. Upon arrival, I noticed right away how dirty the entrance was. However, the desk person who seemed friendly first and then told us we could not get a king/suite room because we booked the room w/ point system. She out right lied and told us there had been none. We went to the king size room thinking we could a bed in there for our son; however, the room was not very clean to begin with and to small for a single bed.
I called and spoke with the manager she said she try to get us something. We then went downstairs after 45 minutes of wait and she said she has something for u s. my son and wife had a room as well which we paid for by cash. After switching rooms, we noticed the air was not working right. I called the desk clerk and informed them of the air conditioner not working well; they told us it does work.
From there everything went down hill, the first morning for breakfast the food was only of what it should have been, as well as the second day. I ask the girl who was taken care of the items she said they had an unexpected rush of people come in. that would not make any sense since everyone in a big group makes reservations. It was clear to us the management has problems there and really do not give any hood what happen to customers and how they feel.
Our room was not cleaned the first night, we had a sign hanging on the door until 12:15 PM, and we left then and came back at 5:30pm the room was still not cleaned. I called the desk person and was told the cleaning crew left sorry. Nothing like we get it fixed or something else.
The shower curtains had molded on them not only our room our sons as well. I wrote all this down for Marriott to see, it was given to the manager, she in turn gave me 500 points back which is nuts since we had to pay 7400 points for one night.
I called the manager and it took her two days to get a hold of me, when I finally talked with her and gave her my dismay she was to busy to carry a conversation with me, she said she give me a another 500 points. I told her at least she should give me a room free, which meant 7400 for one day, since we had to sleep in a dirty room. However, according to her, it was ok; she said it was our room and our things! By no means is that a managers excuse nor should I t be. Please try to correct.
Leureuna of Prince George VA (07/01/08)
My church blocked some rooms for an event on June 28 ... this was a block and not a guarantee for the rooms. The understanding was if no one called in for the rooms by a week before the date, they would be released and we would not be charged. The receptionist said a credit card was required to block the rooms and that if no one called for them before the date, they WOULD NOT charge our credit card.
Well, guess what? They charged us! A Wopping $940.00! They have yet refused to honor their agreement not to charge. The person who accepted the reservation and made the promise is no longer working there so it is difficult to go to them and ask them to verify. The bottom line is that Marriott will never see my business again - ANYWHERE!
No family I know can afford to throw away $940.00
Mary of Washington DC (12/09/07)
I forgot my backpack containing work papers and camera in its case at the BWI Marriott while attending a meeting sponsored by one of the federal agencies and I had stayed in the rooms especially booked for the meeting. When I first called to determine if my belongings had been turned in, I was told my name was not on the records. Eventually they round a record and said my belongings were in security, including my camera and that they would ship them. When they arrived, my camera case was in the backpack, but not the camera, batteries, instruction materials, and battery charger. Being a digital camera, the photos of my 25th wedding anniversary were still in it. They accused me of lying and that I wanted another camera.
I made a police report and then worked with the claims department who read me the statute, but said they would refund my $5 tip to the maid. They claimed no liability, but reported that their records indicated that my backpack had not been turned in for several hours. They would not release their records citing proprietary information. The camera case still contained my business card, but the hotel made no effort to contact me. They claimed that all had been secure in their 'security office' and that I must have my camera and that it couldn't have been stolen. With continued efforts, they claimed they had no legal liability, but wanted to know what I would want. I wrote JW Marriott, and they continue to claim no liability. I have since purchased a new camera, but I have the emotional loss of losing the photos of my 25th wedding anniversary, which cannot be replaced. I asked for an expense paid vacation to replace my loss, but they say they will cover for my camera only. They did not mention that the instruction materials, batteries, memory card, battery charger, etc. were taken.
I believe that Marriott is negligent and not being truthful nor transparent, and that their actions encourage theft by their employees. I am gravely upset and disappointed. I can afford to replace my camera, and not committing a scam for them to replace it, as suggested by their insurance agent. This is insulting. I have never been treated so shoddily by a hotel establishment, and am also a member of Starwood and Hilton. I have traveled overseas and both my belongings and self been treated with respect.
Alyson of Framingham MA (11/09/07)
I stayed at the Marriott hotel (in downtown Hartford) for one night on 10/28/07. To give you a brief timeline of the situation, I started to notice a red mark on my wrist on 10/29. I just figured it was a bug bite and not a big deal until it started to spead down my arm. Over the week, it spread to other parts of my body. Over the next week, I noticed it started to spread to my legs, my stomach and my back. I went to the doctor first thing Monday morning (11/5) when they told me that I had Scabies. They asked me if I had traveled recently or stayed in a hotel. The only place I have stayed in the last month was the Marriot hotel and this started the day after our night there. I am a very clean individual and to have this happen is just simply disgusting and horrifying. I was not allowed to go to work Monday because I was told I was heavily contagious. I needed to treat myself with insecticides to get rid of the mites living under my skin. I got in contact with the hotel the week after and Robert S, the Director of Operations called me back and gave me his direct line. He finally returned my call on Friday 11/9 and told me there was no way I contracted this infection from his hotel and that they were not compensating me in any way. My husband stayed there as well and had a few spots on his body, too. He was treated with Elimite the same time I was.
Because of your hotel, I lost a day of work (unpaid) and have monsterous red bumps and streaks all over my body. I lost a day of work which cost be about $250. I had to pay for a doctor's visit and medication as well as the hotel room which was about $144. I am left with enormous spots, streaks, and welts on my entire body. I find it hard to concentrate at work because I am so itchy.
Bobbi of Mission Viejo CA (01/10/07)
I am a 59 year old female American business traveler that travels alone in the UK often. I have stayed often in the Marriott Marble Arch Hotel. In December, 2006 I arrived late around 2:00 a.m. at the Marriott Marble Arch, I was told by a security officer that the valet was gone and I couldn't park my car in the driveway (even to unload luggage) but must go underground to park my car by myself. This parking lot is several levels underground with many doors and hallways. There is no security in the lot and I felt very frightened at that hour in downtown London to be down there alone. The security officer did NOTHING to help me. In fact, he was rude beyond measure, I had to fight with him just to get him to finally let me drop off my bags in the lobby. He was much more concerned with scolding me because I was in the driveway and that this area was reserved for taxis at that time of night (however, there were none in sight at the time). His only concern and, I repeat, only concern was with protecting the driveway not me. It was quite obvious to me that this was what he understood his job to to be. It would have been very easy for the security officer to follow me down to the parking level or accompany me as I parked my car myself. I can assure you that this man had no thoughts of protecting me. The only time he went down to the garage was AFTER I came back up alone. I got the feeling that he felt that he was the Sheriff and wanted to be sure I had parked in the correct space/area. This man was poorly trained, had no social skills and spoke very poor EnglishI could barely understand him. Its my belief that Marriott just hired the cheapest labor they could find for late night security and probably spent no time in training this person for the job. What is a security officer for if not to make your guests feel secure?
Lauren of North Bellmore NY (09/26/06)
This place (Melville NY) was AWFUL! A block of rooms were blocked for my sister's wedding, with the understanding that there would be a bar open for us to continue the celebration. Not only was the bar not open, the people behind the desk were rude to us about it, and extremely unhelpful in trying to rectify the problem at hand. Our goody bags were given away to the wrong people, tossed, or eaten by the staff. All of the bride and groom's time, money and efforts were wasted on the goody bags that never were distributed! Needless to say, we were too upset to stay (the bride left in tears!), and were promised that our credit cards would not be charged! Or so we thought....they were! $141.10 later, and no hotel stay, we were in deed charged for the stay that never was! Oh, and good luck getting help from the manager or group sales representative - the manager's are unavailable to speak to you and the group sales representative doesn't care either, in fact she laughed in my face numerous times during our telephone conversations!
Sheila of Birmingham AL (10/18/05)
No refrigerator available for my medicine. Service was slow through out the whole hotel (in Winston-Salem NC). Desk in room had sharp staples or nails protruding from it. My son and I got injured(I'm a diabetic on blood thinners).
It took a long time for me to get the hotel services that I needed. I risked getting an infection and losing blood from my injuries, and I was treated by the city's local EMS.
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