Complain about a product or service

Marriott Hotels

Brittany of Foothill Ranch, CA October 1, 2009

I purchased a 6 day/ 5 night certificate from a MVCI charity auction. I called the number on the certificate and a Marriott representative in Santa Clara, Ca booked the certificate stay. Upon arrival the front desk agent Kyla said she didn't know how to process those certificates & we would have to establish a deposit for the night until Heather S came in at 8am. We asked for a manager she said no one was available until 3/3. We said we would rather leave than have to pay money we only wanted what our certificate stated. She said we wouldn't actually be charged it was a deposit if we left we had to pay. We talked to Monay in the morning who lied & said she was the property manager. She said we had to pay bc they don't honor those certificates. We were locked out of our room and asked to vacate the property by Monay until the situation was handled. We then talked to Stuart B who said he could get us an extra night but we still had to pay the decision was the hotel's. The front desk told us if we needed ANYTHING we could only talk to Monay. 7/20/09 was the 1st conversation with Heather S after numerous requests beginning 3/2. Monay fraudulently took 817.77 out of my ATM account (that was removed from file upon check-in) without telling me. On the records Graydon gave his card upon arrival. She said when we moved rooms we would not be charged that the certificate would be honored. We called Marriott Vacation Club numerous times because the hotel said they were the only ones to fix it. Stuart said the hotel had to fix it. We have filed NUMEROUS complaints with the Hotel and MVCI. Michael O contacted me on 7/23/09. He said he would call me back the next day with a resolution. Today is 10/1/2009 and i have never heard back from him. If I call he is never available. He has never once returned a phone call.

amelita of ozone park, NY September 19, 2009

our room was reserved by my niece who lived in this area, for a day stay for us since we were driving in from NY.As soon as we arrived on 9/5,I informed the front desk lady not to charge my american express card until I had spoken to them in the morning since I wanted to make sure if my niece was paying as prior planned.The lady told me that they just need to hold the room in my card w/o charging until they cleared it w/ me in the morning.T o my surprise the day after,this gentleman at the front desk got SO ARROGANT W/ A SQUIMISH and INSULTING SMILE,when I asked why the bill was completed w/o informing me first.I had my AARP and AAA CARDS to use to get my nec. discount if I had to pay.I had requested to speak to the supervisor on duty,and his remark was."we have no supervisor or an in charge person this holiday w/e".I have never seen such a reputable hotel would have no supervisory staff on w/ends.I am a supervisor at a hospital in NY,and it behooves such an instition like yours to have someone to direct your patron's complaints on the spot.Such a hostile remark,"we have no supervisor to talk to you",and you will have just to pay this amount!!"

What a COLD remark from a front desk clerk where,in fact,he should have been very personable and customer service-oriented,isn't it?If he had spoken in a polite and respectable way,things would have been different.Your customers don't need any unnessary aggravation in terms of delivery,tone,and body language when your personnel speaks.ALL customers regardless of cultural differences have to be served in an equal and respectable way.It is truly a shame,because my family ALWAYS stayed in all Marriott Hotel establishments everytime we vacation.THIS IS THE FIRST TIME,we had such an undesirable event since this was discussed openly too in your front desk in front of other people.He was by himself behind that desk.FYI,the housekeeper who was in the corridor told us later on ,that there was a supervisor there that day.So,why did this man lie to us?I had a family emergency the past 2 weeks,that is why it was only now that I got the chance to email you.I would be expecting a response from your office regarding this incident.The clerk when we checked in shld have informed me if my request was not possible the next day.

Michael of East Amherst, NY August 31, 2009

I’m writing to express my disappointment in a lack of empathy shown by your hotel General Manager Ms. Megan H at the Courtyard Marriott in Saratoga, NY on the dates of August 24th and 25th, 2009. I had planned a very important getaway there for my wife and I. It was the one year anniversary of her diagnosis of triple negative breast cancer. Triple negative is a very aggressive form of the disease with a high risk of recurrence. 2008 was a terrible year for our family. Jaqcui went through months of brutal chemotherapy, surgery and radiation; and I spent much of the time doing the best I could to care for her and our three daughters Adriana - 6, Mia - 4, and Victoria - 2. I cried a lot, terrified of how I would care for these three beautiful little girls if we lost mom. In June of 2009 we received wonderful news, Jacqui was in remission. As a family we had hopes of somehow finding a new “normal” for our lives. At around the same time I read online the Jac’s favorite artist, Bruce Springsteen had announced a show in Saratoga, NY. He was not coming anywhere near Buffalo, but I figured since Worldstrides had offered the vouchers for a hotel, I could afford it and surprise Jacqui. As hokie as it sounds, listening to Springsteen songs on her ipod (“Counting on a Miracle,” “The Rising,” etc.) was a source of strength for her during treatment.

I bought the tickets and booked the hotel on the same day, June 11th. I called worldstrides and requested the vouchers and they mailed them out. When they arrived, I read the instructions and realized that they required that I would need to book the room through Marriott rewards. Since I had already had reserved the room, I called the Courtyard Marriot in Saratoga and asked if I needed to do anything with my room to use the FLEX award vouchers. In what amounted to a 30 second conversation, the woman who answered the phone (I did not think to ask for a name) assured me that it would be no problem, and that I should just bring the vouchers in upon arrival. Perfect I thought, what a wonderful way to surprise my wife. My in-laws agreed to watch the girls, and things seemed great.

August rolled around and we were excited. Jac was feeling stronger and we set off for the first time alone together in over a year. After our 5 hour drive from Buffalo, we arrived in Saratoga. I presented the vouchers to Jason at the front desk, and asked him if everything was alright. He said yes. A message was waiting for me in my room saying that there was a problem with the vouchers. I felt sick to my stomach. Medical bills had crippled our family. Jacqui insisted on trying to find some sort of solution and called Ms. H at the front desk. Basically we were informed that a room that we were led to believe was covered, would now cost us 700. We were told we should have known, and that it was racing season. I’ve never been to Saratoga before in my life, and I’ve never seen a horse race. We were being made to feel that we were somehow trying to “cheat” the Marriott out of money. We went to the concert that night, but to be honest, we both felt like crying.

The next day, we spoke with Sandy at the front desk before checkout, and she was wonderful. She took our vouchers and phone number and said she would do her best to get the situation resolved. We felt better. On our way home, just outside of Syracuse however, our phone rang and she informed us that there was nothing that could be done. We looked at each other, both sick to our stomachs. The conversation then turned to how we could possibly afford back-to- school clothes for Adriana & Mia.

This morning I went to the library and checked my credit card statement online. My card was charged 700.

Darlene of NYC, NY August 7, 2009

Booked a 7 night stay, when checking time came@4pm. arrived at noon. Zac @ the front desk claimed I needed to put a 700.00 hold on my card for any damages caused to the room as well as incedentals.I was shocked @ the amount #1, #2 did I look Like a savage a risk. he was rude and arrogant then reduced it to 200.00. There was no housekeeping Service. I cleaned my own tub and trash. had to request it 3x. My room had roaches. We had ripped blankets. Our air conditioner was falling apart., pieces on the floor literally.

complained to the front desk ms. perez was sympathetic but not helpful. this was my family's vacation including my cousins Birthday present from me, I was embarrassed, disgusted and very dissappointed. not once were we asked anything regarding our stay or anything they could do to better our stay. My experience in this so called 4 Star Hotel was nightmare. My family felt so uncomfortable, and no one cares to visit St. Thomas anytime soon including the Marriott there.

Shirley of plattsburgh, NY August 6, 2009

I was sexually assaulted and my daughter sexually harassed at the BEIJING COURTYARD BY MARRIOTT on July 31, 2009. This occurred at the spa operated in cooperation with the Marriott, down the hall from the hotel.

Only low-level employees have spoken to me, it took 3 days to file a complaint. They will not give me a phone number or office for legal complaints. They have blamed me for not going to the Chinese police. No one spoke English at this hotel, and I tried to get out as quickly as possible. I am presently trying to find out what my next step is. I am a long time platinum member and cannot believe they have yet to ask me if I am ok, and what I need.

Anjanette of Shreveport, LA August 1, 2009

I made an online reservation @ www.marriott.com, as I have done many times before. However this time, I decided I no longer needed the reservation, so I went onto the website, canceled my reservation, received my confirmation number and assumed my credit card would be credited, however that never happened. I contacted customer service per their website and was told the issue would be invested. Days later, I got a email from the manager saying, my reservation could not be canceled because I had booked it at an advance rate and there would be no refunds. I tried explaining to her if the reservation could not be canceled why was I able to cancel it and get a confirmation number? Better yet, why wasn't I contacted and told my reservation could not be canceled, that way I could have at least stayed for my two nights. No resolution.

I contacted my credit card company, disputed the charges, only to have the charges reappear two months later and told by my credit card company there was nothing more they could do. Still unsatisfied, I contacted the BBB and after weeks of disputing with Courtyard, the BBB ruled in their favor stating, "the company attempted to resolve the issue". There was no resolve, no apology, no attempt to issue a refund, nothing. I was told yet again, I would not receive a refund. Basically, I was bullied into paying 212.62 for nothing, no product or service was received. I don't know anybody who would be happy for paying their hard, earned money for nothing in return.

Anjanette of Shreveport, LA August 1, 2009

I made an online reservation @ www.marriott.com, as I have done many times before. However this time, I decided I no longer needed the reservation, so I went onto the website, canceled my reservation, received my confirmation number and assumed my credit card would be credited, however that never happened.

I contacted customer service per their website and was told the issue would be invested. Days later, I got a email from the manager saying, my reservation could not be canceled because I had booked it at an advance rate and there would be no refunds. I tried explaining to her if the reservation could not be canceled why was I able to cancel it and get a confirmation number? Better yet, why wasn't I contacted and told my reservation could not be canceled, that way I could have at least stayed for my two nights. No resolution.

I contacted my credit card company, disputed the charges, only to have the charges reappear two months later and told by my credit card company there was nothing more they could do.

Still unsatisfied, I contacted the BBB and after weeks of disputing with Courtyard, the BBB ruled in their favor stating, "the company attempted to resolve the issue". There was no resolve, no apology, no attempt to issue a refund, nothing. I was told yet again, I would not receive a refund. Basically, I was bullied into paying 212.62 for nothing, no product or service was received. I don't know anybody who would be happy for paying their hard, earned money for nothing in return.

Shirley of GENEVA, NY July 26, 2009

We have stayed at many Fairfields on our summer trips NO MORE dirty sheets in most all places toasters toast one side and ONLY ONE toaster at hotels You need 2 toasters that work The entire place has gone downhill . Hotels need up dates . We were shocked at dirty/stained sheets The last room was a no smoking but someone sure smoked cigars in that room

Esther of Fort Lauderdale, FL July 25, 2009

The writer is disputing the additional room charge and applicable fees of 83.00 for the following reasons: July 4, 2009 The writer registered the guest, Scott C, into the Courtyard Marriott, Fort Lauderdale Airport/Cruise Port with their Credit Card Authorization Form, copy attached, accompanied with a copy of her HSBC Mastercard and Florida driver’s license submitted by facsimile at their request for two nights.

July 6, 2009 The writer collected Mr. C to travel to Fort Lauderdale/Hollywood International Airport to embark on his 6:30 a.m. flight to JFK, New York, see copy of the ticket attached.

July 8, 2009 The writer discovered the discrepancy on HSBC’s credit card. She immediately called and spoke with Nicole, Courtyard Marriott, who informed the writer that the manager of the hotel was not available. Nicole informed the writer that Brenda, the manager, will be in the office the following morning.

In the meantime, the writer called HSBC and spoke with Trisha, Billing Dispute Department, who kindly informed the writer that the amount in question was not yet posted to the account; thus, she informed the writer of the procedures involved to dispute the charge in question.

July 9, 2009 Spoke with Brenda, hotel manager, who alleged to the writer that Mr. C checked out of the hotel after 11:00 a.m., adamantly claimed that he left a note stating that he will return, and that he left a pair of shoes in the room and for that reason, was billed an extra night. The writer spoke with Nicole, HSBC, who transferred the writer to Joseph, HSBC manager, regarding the overcharge, and was informed that the funds were pending and not yet posted to the account. After the writer explained the situation, she was informed that a notation would be made on the account and advised that more information ought to be provided in writing and submitted to HSBC.

July 23, 2009 The writer spoke with Carla regarding the subject matter who provided the writer with the contact information to forward the disputed charge. The writer has been extensively travelling away on business and leisure staying at various hotels around the country. Recognized that the hotel chains’ standard check-in/check-out policies have been consistently been after 11:00 a.m. Usually, upon the patron(s) request for an additional stay, the hotel staff, based from my experience, initiates asking permission as to whether they could process the guests’ same major credit card or use another for additional room night(s) based upon the hotel’s availability. One finds it hard to believe that a mere note or items left behind in the room indicates the guest’s intent to stay an extra night and impose a charge which is believed to be an excuse which is totally unacceptable.

karl of Anchorage, AK July 6, 2009

This letter concerns an incident that transpired during my stay at the Fairfield Inn and Suites in Killeen, Texas between June 14, 2009 and June 27, 2009. As I recall, this specific incident transpired on the 23nd of June 2009. I returned to my room (325) around 4:30 pm after work where I discovered a toilet cleaning brush with visible pubic hair on it resting on top of my toothbrush on the bathroom sink counter.

Appalled, I called the front desk and informed the clerk of what I had found. She replied that it was indeed gross but she was the only person in the office and could not come up and get it. She then asked me if I would bring it down to the front desk for her noting that I could take my time. I said I thought it was ridiculous that a guest would be asked to do this but at my attempt to be reasonable and not wanting the brush on my sink, I brought it down.

When I arrived at the front desk the clerk informed me that she could have actually come up and got it but it was really the only break she had had all day. When I saw her she was reading a news stand novel. I put the brush on the counter and walked away. I returned to my room where I immediately called customer service and informed customer service of the incident. I was told that the General Manager would contact me if not immediately, certainly first thing in the morning.

The next day I received no call. I called customer service again at 12:00 pm and said that I had not been contacted yet and explained my story again. I was contacted by the assistant manager shortly after that conversation and told him the story. He was apologetic but explained to me that the clerk needed a break and that is why she had not come up to get the brush. He then told me that he would conduct an internal investigation. He contacted me the next day and said he was prepared to offer me a gift certificate to Wallmart or something else for 30. Given the events that transpired I told him I was insulted and hung up the phone.

I contacted customer service again and was encouraged when speaking with the agent as she clearly understood how sensitive of an issue this was. At this point the General Manager S. Trainum had still not contacted me and no one had been up to my room to clean my bathroom sink some 18 hours later! The General Manager finally contacted me and was apologetic yet continued to offer excuses for the desk clerk.

After some discussion he asked how he could fix the situation. I was trying to be reasonable but the customer service following the incident was so poor it was getting beyond reason. He asked if I was a Marriott rewards member and I said no. He said he could set me up as one and offered 100,000 points plus the points earned from my two week stay and said he would try to get me platinum membership. I agreed to that and asked what guarantee I would have that this wouldn't happen again. He said his director of housekeeping would personally clean my room and he would inspect it daily. I said that would be acceptable.

I returned to my room to find it had finally been cleaned and a gift basket with a few snacks and two bottles of water along with two notes, one from the general manager and one from what appeared to be the head of housekeeping. This I believe happened on the 25th. I'm not sure who cleaned my room after that but the general manager did not personally inspect my room for the remainder of my stay as per our verbal agreement.

Today, the 1st of July, I contacted customer service again after viewing my Marriott rewards account to find I had received a platinum membership but only 9,100 points were accounted for, 100,000 short of the 109,100 we had agreed on. Customer service called the general manager who in turn called me and said that he had offered me 20,000 points and that was the best he could do.

The bottom line is; a pubic hair covered toilet brush was left on my tooth brush. I, the guest was asked to bring it down the front desk. My bathroom was not cleaned following this incident for 18 hours. I was told by the general manager that he would personally inspect my room daily, that didn't happen. I was told I would be given 100,000 points plus the points earned from my two week stay. I was only given the points for my two week stay.

I have talked with management at my company who are not pleased of these events as my company gets a government rate due to the annual number of rooms booked. In speaking with many of my associates they consider me lucky that the toilet brush was left there because if it had been removed I would still be brushing my teeth with that tooth brush. This posed serious health risks to me and my family. This is a serious incident and I have been given the run-around by the hotel staff.

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