Marriott International

I was an elite member with Marriott for many years, but because of poor service and high rates overall, and today's bad experience (waiting 13 min, 17 sec for a reservationist to answer, only to be hung up on) I am a basic member with 500,000 points in the bank. (Need to find a way to spend them). I called corporate and was told "I'm sorry" several times, but long wait times during the summer, especially mid day are normal. If you know this, why not add more staff, being proactive, avoiding the situation. Just got the feeling they didn't want nor needed my business. And Marriott was the first hotel chain I stayed with many years ago. Currently I am elite, for almost 20 consecutive years, with another chain where my business is appreciated. Sorry Bill, think you've lost your focus. Happy Summer

WORST CUSTOMER SERVICE... I have Stage 4 Cancer and was taking my first trip with my Autistic son after my Chemo and Radiation. I booked a room paying cash using my rewards number, booking the reservation on Marriotts web site. When I printed out my confirmation, It was $130.92 higher than was originally quoted. I called Elite Customer service and spoke to Supervisor Edward who spoke poor English. I told him my situation and he told me he couldn’t help me. Avoid this company who has no regard for Cancer patents and my Autistic son.. Shame on you Anthony Capuano CEO.

I had a very bad experience at the Sheraton Bon Voy Niagara Falls. The carpet was filthy throughout the Hotel. After checking in, there were no towels or washcloths in my room. Mold in the ceiling in my room. The restaurant was not allowing any quest to eat at 7:77, the restaurant sign stated they closed at 9:00. I had been on the train 14 hours and was very hungry. They sent me to Popa Johns for Pizza. After checking out of the Hotel I received an additional charge of $200, they said it was for parking fee's. I arrived in Niagara by Amtrak. they asked for my drivers permit?? When questioning a staff by the name of Heather, she informed me to call my credit union to find out why I had a charge from the Sheraton for Parking?? A lot of mumbo- jumbo about security hold and parking??? I will never stay at Sheraton-BonVoy again.

Just wanted to make a point, I had a bad stay and Marriott has always taken care of me with any issues during my stays. Last year they said they took care of me and I was supposed to get a free night but they gave it back in points based on a discounted rate so as I call customer service they told me it was already taken care of last year. Even though it wasn't taken care of as it was supposed to have been, they still wouldn't do anything for me even though this was a Marriott employees mistake. Very unfortunate.

Very nice location however the hotel has no M Club Lounge or Concierge lounge for Platinum Elite members. Also the front desk told me that since they don’t have an M Club I only had to pay 5 dollars for breakfast which is normally free anyways for Platinum members visiting other locations WITH an M Club. To be fair this benefit is offered based on location, but out of the hundreds of Marriotts I have visited I have never had to pay for breakfast as a Platinum Elite member. The breakfast here was great. Normal Marriott fair with eggs and omelets cooked to order. The potatoes had no taste though. The rooms are where this location wins out. My room was updated and pleasant to stay in. Plenty of extra plugs for my electronics and devices.

I mentioned my concerns to multiple managers and compared them to a Holiday Inn and they chuckled as if it were funny. The hotel director helped me with my concerns, only to deny it the next day and insinuate that I was a lair. I called corporate and they were extremely disorganized and unhelpful. When I explained that I was thinking about becoming a member but my experience had me uninterested, they told me it was nothing they could do because I was not a member at the time of booking. Overall, I’m highly disappointed with the initial stay and the service there after. Seems to me that they only want a particular type of person to stay here, I will take my money elsewhere.

I made reservations early I used Marriott points to stay at the Marriot Baltimore Inner Harbor for the weekend for my husband and I. I had requested early check; however, was told that may not be possible, so my husband and I checked in at 3:30 p.m. There was a line with over 50 people waiting to check in and was not served until after 4 p.m. When it was our time to check in we were told that our room was not ready yet. We parked our car and went to dinner. We arrived back at the hotel at 6:30 p.m. and was told that the room was still not ready and that we would be texted when it was ready. It was 10:30 P.M. before we were told they were sold out and didn't have a room for us. 10:30 at night and no room to stay. They said that they had reserved a room for us at the Hilton (across the street) and they were expecting us. So we went up to the parking garage, got our luggage and walked a block to the Hilton. When we got there to register management had NO idea we were coming. We were put in a room that was not requested and was subpar. Is this how your customers are treated who use their points? There were about 35 people who were misplaced in this mess. This was very frustrating and now I don't trust Marriott. You can't trust that just because you made a reservation that you will have a room. S Newcomb - Newport News, VA

3 minutes ago Marriott’s reservation system has been a disaster since their poorly executed merger with Starwood last summer. They would have been smarter to keep the Starwood as a separate program. I have repeatedly complained and have gotten no satisfaction from Marriott’s management. Complaint cases go unanswered. At one point, their Elite reservation hot line kept me waiting over 45 minutes to reach poorly or untrained Rez staff. I made two Rez on Monday and the agent took 35 minutes to complete. My preferences were not transmitted to the two properties I booked, having inquired when I checked in why my rooms were not blocked in advance. Room request preferences are not passed through to the properties. I just spent an hour complaining to only be told that in effect, nothing would actually be done to rectify my complaints. As a lifetime Platinum Elite member, my complaints ate apparently not valued. Their systems fall far short and they are not listening to their Elite customers I will be taking my +60 room nights to Hilton where I hope to not be ignored!

Greedy, lazy, and horrible. Calling corporate is a joke because the first thing they do is blame the hotel and say its out of their control HOW??!?! IT'S A MARRIOTT. I was charged twice they tried to blame the bank. My card was ran again WITHOUT permission they play STUPID. That's their M.O play dumb or blame everybody else. They give me a gift card to make UP for all of this ONLY to say I cant use it for certain rates after I already started the booking process..and they are rude ENTITLED and rude. How do you call yourself resolving an issue after running someone's card two additional times?? DO NOT SUPPORT. I rather support boutique hotels or those with air bnbs. At LEAST my money won't go to a corporation that's as disappointing as this

NIGHTMARE EXPERIENCE- Marriott Marquis Atlanta. WARNING - do not stay in room 4309. My husband got insect bites all over his bum, back and the back of his arms and legs while sitting on the sofa. We know it was a bedbug because the next day, while he was shaving, one was on his neck biting him. We saw it before it got washed down the sink. When we told the front desk about it, they said they needed proof!!! I am a PhD scientist who was at a conference in Atlanta. We paid close to $1000 for the horror of staying in this hotel, and then they chose not to believe us? I wasn't looking for compensation, but wanted them to take the problem seriously. Now we are dealing with the fact that our luggage and clothing may be infested. There were other less impactful problems, like the shower not draining, and the fact that the only available electrical outlets were behind (the bug-infested) couch and virtually impossible to reach. The sheets were not changed while we were there and they smelled of mildew. I've been a Marriott rewards member for years. After this, I will be reluctant to ever stay in one again. I'd give this hotel a minus 5 if there were a button. Avoid if you can!