Marriott International

I cannot recommend doing business with this company. Their hotels are completely unresponsive to customer concerns and complaints. The Marriott corporate culture encourages this behavior through canned, impotent, milquetoast responses to their customers that do not address the underlying problem in the least. An absolute failure of the hospitality industry. I can only recommend that everyone avoid this company and all of its many brands.

Terrible they do nothing to help their loyal members and guests and the loyalty program is useless especially if you have a free night certificate that you can't even use because it requires additional points aside from the fact they cap it at only an additional 15000 points in addition to free night certificate so if you book and point value exceeds the free night certificate and the 15000 additional points the free night certificate is useless which is pathetic and a ripoff of any existing points anyone has already earned so I am not a fan of Marriott Hotels anymore!!! Loyalty program is horrible and I recommend others to look elsewhere for their lodging especially when other hotel programs are better than Marriott anyway

I had a gift card and tried to use it at one of the affiliate hotels. The staff at the hotel were very nice, but the platform that authorizes the gift cards for each stay has apparently been down. Why have gift cards if staff won’t be able to use them when guests present them? Now it’s been a week and still nothing. I figured I’d just use it at another hotel but I will definitely call first to see if the system is working or not. Otherwise I have a gift card with a substantial amount that I can’t even use. Disappointed and frustrated with this brand.

Marriott Bonvoy Members - Beware!! Do not book Royalton Autograph resorts in Dominican Republic! I have been a loyal Titanium Elite members for years and stayed at more than 400+ Marriott properties this is the worst experience I have ever encountered. I booked the Hideaway at Royalton Punta Cana six months before our arrival. Ocean view, adults only room and added the "Diamond Club" option. I checked into the resort through the Bonvoy app like always arrived at the location at 6pm the evening of check in. No room available, they offered a down graded regular room and a free massage. What a JOKE! When I refused they offered to move us to a sister Royalton property which we took since it was a long day of travel. However, it was not adults only! No offer to just go there for a night or two and come back. We arrived at the new location and finally were taken to our room. The resort was OK but not adults only kids were running around, weddings were held on the beach 3 of the 8 nights we were there with loud music playing until 10pm. Certainly not what we booked! We tried to resolve the issues with the resort while we were there but could not. I filed a case on January 31, 2025 with Marriott still no resolution as I write this on March 21, 2025. I was told by Elite customer service they are not getting a response back from the property and there is nothing they could do. How disturbing is this? Oh by the way the resort we were moved to I have no record on my Bonvoy app and no points. Is Marriott this bad??? As for the Diamond club experience at the Royalton it is not worth the extra money that you pay. Basically it is the same benefits we enjoy as Bonvoy members with a butler. The butler basically is good for making dinner reservations at the resort because the Royalton app is so bad you cannot make reservations until midnight of the day you would like a reservation at the restaurant. Diamond club is billed as an "upgraded food and drink experience" along with butler service. This is not true it is only access to the Diamond club lounge with apps and included upgraded alcohol. If you visit any of their restaurants there are added fees for an upgraded steak for example or if you want a top shelf liquor you have to buy the whole bottle! In speaking with some of the staff Royalton use to include this for Bonvoy members but they worked it out with Marriott that they now can charge for the Diamond club. Marriott bad decision! Bottom line be very cautious with Royalton resorts they are not "Autograph" properties as us loyal members expect. I would not recommend them at all! Marriott fix your Bonvoy app and integrate with your partners otherwise it is useless unless you stay at Marriott properties!

I stayed at moxy I’m DC and it was a horrible experience. Upon speaking with the manager I was told I would get a comp for half my room. 10 days later all they did was apply points to a Bonvoy account I don’t use. Im very disappointed from the experience and would most likely stay clear of all Marriott affiliates as there is no resolution to guest concerns. I’ve taken so much time out of my day to call the hotel and corporate and nothing has worked. Very disappointing experience with the brand.

Stayed at Springhill Suites in Baltimore Inner Harbor for date night and there was a myriad of issues. Bad customer service over the phone regarding parking there, which was paid for with my reservation. But we parked in public parking and paid for it due to the nasty lady hanging up one me. The walls were paper thin and we heard a party next door around 10:30pm, the windows don’t block noise either because there was a lot of noise coming from the street around 1-3 am (we were on the 10th flr), called the front desk but no one answered, noise from people going in and out of the stairwell near our room, Called Marriott that night to complain about the person who answered the phone and was told someone would call me from the hotel on Monday. We woke up the next morning to see several yellow stains on the comforter. Checked out and told the Front Desk rep how terrible our stay was and left. No one called or emailed on Monday. The hotel asked for a review yesterday. I gave a review and today I have a response from the hotel saying sorry. That’s not enough. Sorry solves nothing. Worst Marriott ever! Front desk did nothing, called Marriott she did nothing, manager from hotel did nothing. I’m looking at a $304 bill for this hotel plus $35 for a parking garage and I’m furious. Do better Marriott!

I used the Washington Marriott at Metro Center, Washington, DC contracted valet service (Towne Park) on 7-10 November 2024. I checked my car in on Thursday, retrieved it on Sunday, with no in and outs in-between. My car was returned, damaged. Valet was not cooperative so I spoke with the desk manager (Nadine Wright) who assured me that I could leave content that her supervisor would contact me. That never happened. I called Marriott Corporate office. They directed me to the hotel manager, and provided me with a Case Number 627994418. Hotel manager (Melissa Gale Lechelt) would not speak with me, but I was told on her behave that she would have the Towne Park Valet Manager (Abdul Mathis) contact me. He never did, I had to seek him out. After my car was turned over to me, the valet tried to hide proof of damage by buffing out scuff marks. Now the insurance claims is saying there is no damage although my left side camera that sits in the middle of the area that was buffed out is clearly damaged, and my left rear tire rim is damaged. They never spoke to me or asked what I was claiming, just took the word of the valet who removed some of the proof of evidence. If you have a luxury vehicle, don't park here or take some before pictures, like I did. Lastly, I filled my gas tank before turning car over to valet so that I could just get on the rode upon checking out. There was a 40-50 mile difference in how long to fill up, leaving me with less gas (pictures taken before/after). They also played with my car settings as if it was a vehicle at a car show.

If you ever call Marriott corporate, you'll realize how little they actually care about their customers, starting with an automated system that tries to provide you with anything except an agent. If you do get an agent, Marriott doesn't care about it's image anymore as they do not want to hold their hotels accountable.

Marriott no longer stands behinds it's hotels. Beware. We recently stayed in Antigua at the Royalton all inclusive hotel. We were forced to pay for our stay upon arrival. Not only did we not get the services we paid for, this property was severly mis-represented on Marriott's website. The condition was lousy, the food was lousy. Worst than this we were treated very disrespectfully by many of the staff members. Now here is the insane part, the hotel agreed that they should compensate us for our lack of service and bad treatment (which i will not go into detail for the sake of length) and then said they would issue us a credit for 50% of our stay (it really should have been 200%) then told us we would have to sign a non-disclosure agreement which states that we could not post about, talk about, make videos about, nothing! We would have to bury our worse than bad experience. I would not recommend this property to anyone. The worse part is that Marriott tells me there is nothing they can do! My reply to them is that there is "Can't and Won't". Marriott refuses to do anything about this matter. Marriott is allowing its customers to be treated extremely bad, receive little service and do nothing. Buyer Beware! This is from a former Ambassador Member with Lifetime Titanium Elite status. Wow!

Deceitful claims and practices. We are going to be traveling a lot now that our youngest is a little more manageable to travel with. We just joined Marriott Bonvoy's members' plan and already abandoning this ridiculous membership and company before our first stay. We booked a stay for an upcoming trip. A few days later, I found a slightly cheaper rate on Expedia. I submitted a claim on their price match claim form. A day later, I got a reply that they couldn't find a cheaper rate (even though I gave all the information on the match I found) and therefore denied the claim to price mach. I opened up my browser again the following day and found the same cheaper offer. So I can find it just fine on both my work browser/computer and my totally separate home browsers/computer, but they can't find it? More like this is one of those companies that puts on one face for sales and has another for how they really operate. Hopefully, I'll have better luck with their competitors' membership plans and bookings.