Complain about a product or service

Marriott Residence Inns

Alison of Barrie OTHER (05/13/08)
I stayed at this hotel for a recent conference in Toronto. I opted to use the hotel valet service. Handed my keys to the valet, car was intact, no damage. Retrieved the car two days later, drove straight home and discovered that the front bumper cover was cracked and there was extensive damage to the undercarriage and wheel well liner. Contacted the hotel immediately and after some 5 weeks they are refusing to accept any responsibilty for the damage.

I sent digital photos the day I arrived home and have been in contact with them weekly to no avail. I am now on the hook for $1500.00 damage that I did not do. There was no vehicle inspection by the valet either on accepting the car or returning it to me.

$1500.00 damage to the front end of my 2005 Nissan Quest.

Lori of Keansburg NJ (10/01/07)
On Sept 2nd we arrived at the Residence Inn Marriott. On Sept 7th, my daughter gets out of the shower and tells me there is bugs in her hair. I go thru her hair and saw that it was head lice. Ran to the store to get lice shampoo and my husband was ripping thru the hotel room to see where she could of gotten it from. When he tore off the pillowcases on the bed where she was sleeping, there was lice all over the pillows. After I shampooed her hair, we packed our things in 5 minutes, and left at 1:00 A.M.The manager of the hotel offered no help whatsoever.

For 3 weeks after I've been working like a dog to get rid of these lice. Going thru her hair every day(and she has long hair!), doing the wash after wash, never stops, my washing machine has not stopped running after going thru 3 bottles of Tide. The Marriott replys that they went thru the room and found no infestation. How conveinent after the room was cleaned.

Besides feeling like we all got the cooties (everytime someone itches you think its lice!), they cost me 3 lice shampoos and sprays, 3 bottles of tide, the enormous water and gas bill I'll be getting from running the washer so much. They also ruined my vacation because it was cut short. We were supposed to go to Boston after N.H., but we had to come home and de-lice everything.

Paulette of Chicago IL (07/20/07)
I'm a travel agent and I did research on this hotel I thought it would be a great hotel for my family reunion. Our family reunion was booked there from 07/19-07/23/07 anyway our family was put out the pool early because we were told we were too loud. I've never heard of a lot of people being in a pool and it was quiet. But then the hotel continue to let kids of a different race stay in the pool.

My family requested to check out early and have there money back in cash because they paid cash and was told by the general manager that they would have to receive a check it's now 07/20/07 @ 2:14 p.m. and he tells them the hotel doesn't have any money to refund them cash he would have to mail a check.

I've worked in 6 hotel @ the front office and knows very well that every hotel has cash. I would like to have a refund for the night my family traveled from Chicago to Birmingham and was put out the pool before closing time. There's no written policy stating you have to be quiet in the pool and you have to receive a check because the hotel doesn't have cash on hand.

We booked about 50 rooms or more at this hotel for this special day only to be treated like this. I booked my family at the Sun Suites Hotel a mile away and I'm having problems getting them their refunds. I will fly down there next week to file a suit for discrimination and refusal of refunds if nothing happens soon.

Linda of Oxnard CA (06/13/07)
My daughter who turned 21 on June 8th, had reservations at the Residence Inn at the Oxnard River Ridge, she checked in sometime on Fri. June 8th as she was celebrating her birthday. At the time of the check in she was told since she didnt provide the gift certificates, she would have to give them a credit card. The only card she had with her was my Visa ATM, and that was submitted to secure the room until checkout which was supposed to be on Monday, June 11th.

She was handed a form in which she was asked to sign stating she would not have any parties or loud noises in the room. But unfortunately she signed it with just a glance over and never had the actual importance of the form pointed out to her. On this form it states she would be charged an extra $500 for any damages, or disturbances that took place during her stay at the hotel.

Sat night she had a party to celebrate her birthday and unfortunately had some uninvited guests who would not quiet down and the security had to be called. They told her that she had been given three warnings and the last warning she and her friends were evicted from the room.

This was approximately 11pm and she was in tears over this disruption of her celebration and the rudeness of the security officer and night manager of this hotel. I called to make a complaint to customers service and they passed my complaint onto the General Manager, of this particular hotel, in which he refunded $196. for the night she didnt stay. I went to the hotel today to give them the gift certificates and spoke to him about this situation. And he was not very congenial at all with the situation that had take place at his hotel.

Now I have personally stayed there on many occasions and never have been asked to sign this form. Three years ago this same young women graduated from high school and had her party at the same hotel. I too celebrated my 60th birthday and never saw this form. I am protesting the fact that anytime you sign a legal document? the main information is always outlined and you are provided with the form. When she asked to have the form, they refused her and told her she would have to wait until Monday.

Chris Roussell of Phillipsburg NJ (05/04/07)
I was staying at the Residence INN in Pourtsmouth, NH on March 16-18 2007 and during our stay it had snowed. While they were plowing the parking lot they ran into 1 of my vehicles. I had an estimate done on March 28 for approx $3200.00 worth of damage. I sent this to the hotel. I then contacted the hotel Manager on March 29 to confirm she had received the estimate and she confirmed that they had received the estimate. I was told at that time that she would contact me in a couple of days to let me know what was going to happen.

I then waited until April 4th and contacted the hotel Manager and she told me that she had sent this to the corperate office and has not heard back. I then called the Marriott customer care and exlpained the situation. They then contacted the hotel manager and she out right lied and said she had received it until April 2nd, she then retractred her statement and said she had received it on March 28th.

Since then I have been in contact with Mr. Marriott's consumer affairs department. I was told that they would pay the estitmate if I signed a release form. The problem is the estimates states that due to not be able to open the door they could not assess all of the damage and that there may be more damage once they start the repair. So I informed the the consumer affairs department I could sign the release form until the vehicle had been fixed. Then April 24th I was told by the consumer affairs department that a check was being sent out to cover the cost of the repairs via DHL.

I then called the consumer affairs department on April 30th to inform them that I had not received the check. I was then told that the check would be released when I signed the release form and agian I told then I could not sign the form, if they find other damages I would be responsable to pay for them and that is not acceptable. They then called me back on May 1st and said they would be going thru thier insurance company and I should here from someone in a couple days to arrange for an estimate. It is now May 3rd and I have not heard from their insurance company and have left messages for them to call me back and I have had no response.

Ed of Birmingham AL (04/11/06)
This past weekend Residence Inn Manhattan posted a rate of 24.90 or 26.00 per night for 7 day stays or longer. Myself and others booked these great rates and now Marriott will not honor the errors as they call them even though they stayes up for a substantial time. Not really offering anything in the way of accommodation they are just going to cancel the reservations and leave a lot of people hanging.

Some people got emails explaining the errors and others did not (probably based on the method of booking, Travelocity, direct etc) and will be in for a surprise when they show up and Marriott informs them they have no reservation even though they required us to confirm our credit cards and gave us a confirmation #s as below.

This is just unacceptable behavior on Marriotts part. I have xed out the personal information of the conformation email that is supposed to be guaranteed according to Marriotts on admission but June the inventory manager feels other wise.

Fang of Apalachin NY (09/30/05)
It was such an unpleasant experience during my stay at 'Residence Inn By Marriott Salinas' from 9/16 - 9/18 that I have to say something about it.

When I first checked in around 1am on 9/16, the night clerk gave me the key that didn't work at all, I couldn't get in through a side entrance not to mention into my room, and I had to drag all my luggage all the way back to the front entrance, it was not until that moment did he come up and told me 'I'm sorry, I messed up, and I will make it up for you'. If he already knew he gave me the wrong key, why not find a way to solve it until I approached him. Btw, my room number is 219.

The worst thing happened on 9/18 Sunday, around 9:10 am I was packing on the bed to prepare for my flight at 10:56am. I didn't cook anything nor did I do anything that would trigger fire detector. Then all of the sudden, without any reason or warning or indication, the sprinkler overhead broke into pieces and fire alarm was set off and powerful water streams began to pour down. As quickly as I could to remove my stuff away from the heavy rain, my suitcase was all soaked, as well as all my clothing in the nearby closet and on myself, shoes, books etc.

Couple minutes later, firefighters came as well as one hotel attendant; they managed to turn off the water downpour and began to inspect the sprinkler. Then more hotel personnel came, and they began to vacuum the water on the carpet and started talking about get a company to re-carpet the room, replacing the mattress. Nobody seemed to realize that I am the victim in the incident shivering there cold and wet with a suitcase full of water, everything inside soaked, and a nasty wardrobe and a flight to catch, and nobody seemed to care.

About half an hour later, one of the firefighter out of sympathy asked me 'DO you need any help here or need anything?' I almost cried out ' I need a lot of dry and hot towel to dry myself and my suitcase, and could somebody helped me dry all the clothes hanging in the closet, and I have a flight to catch.' Then the hotel guy told me they didn't have laundry services on Sunday, the only thing they could do is to blow-dry my clothes. Around 10am, I was taken to another room, and was given some hot and dry towels. By the time, when my clothes was finally returned to me by the guy at front desk it was already 10:10-10:15am.

I collected myself and checked out in such a hurry that I didn't have to time complain on the spot, since I don't want to miss my flight. Unfortunately, I still missed it. As a result, instead of arriving home on Sunday night around 9pm EST, I ended up being routed to another city and then took the red-eye to arrive home at Monday 9/19 morning around 9am EST. Since my rental car has to be returned, I was literally stranded at the Monterey airport for more than 8 hours.

During the whole process, shocked and dumbfounded at first, then feeling cold and wet, and feeling sad about missing the flight and trying to sort things out for the completely disrupted schedule, none of the hotel personnel approached me with some warm comfort nor with any apology and offered any help. I am very disappointed with the situation.

Marriot is known for its reputation as a leading worldwide hospitality company, which is one of the reason I choose to have business with it. If Marriot could not handle their customers who stay on lodging properties with care and respect, I will definitely make other choices when it comes to decide where to stay next time.

James of New Rochelle NY (01/12/05)
My wife and I stayed at the Resedence Inn In Parsippany NJ. on Dec 31st and it was a horrible stay, the staff was very rude and the clerk at the front desk came from behind the counter and threaten my wife, after a verbal altercation with her and another employee. The bedding was dirty and staff would not come up and bring clean sheets. The refrigerator was not that cold and the ice maker did not work.we were also approached by a intoxicated worker with no shoes on in the middle of the night, she had no uniform on and also had no hotel ID.

After going back and forth over the phone with the hotel general manager and Mr. Marriott's personal advisor my wife and i was basically told that never mind all the complaints that we had, we were in the wrong because they said we were making to much noise at twelve midnight on new years eve.

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