Marriott International

Marriott’s customer service has been degrading esp. in the last few years. Their representatives at the hotel checkins are misinformed about the policy around night credits for multiple room bookings and misguide. But that’s just the starting of terrible customer care. I called Marriott customer care for several weeks and got little attention despite explaining whole issue multiple times. Finally when I emailed their corporate offices, they passed the case to even more rude person. It’s sad to see such great hotel chain in the hands of bad management.

Going on my third year as silver elite and have been close to gold each year as I use Marriott brand hotels exclusively for my business. Over the years I have become less and less impressed with customer service and the policies that have either recently been added or have just started to affect me. Either way the way their point system is working these days makes no sense and the way that stays are now only be counted for a room that you stay in is ridiculous. 5-6 times a year I book multiple rooms for my team and I am only being given stays for my personal room. When I am the one with the account, the one paying, and the one regularly using Marriott I should be given credits for those stays. Not just the near useless 1-3000 points per stay, but I want to be credited for 4 stays if I am paying for 2 rooms for 2 nights etc. Marriott hogging those stays is absurd. Having more guests with gold tier status ultimately helps Marriott just as much as it helps the customers. As a long time Marriott user I want changes made. And when I need customer service I want better service.

Forget the word pleasant - this entire program has been extremely UNPLEASANT. From Customer Service to the numerous properties. I have been loyal for MANY years (75+nights at minimum). Yet for the past 12 months it’s just been issue after issue at multiple brands in the program. And the Loyalty Team customer care does taken anything seriously. It’s as if the company and their associates doesn’t realize their competitors are stepping UP their incentives. It is definitely time for me to cease the credit card partnerships and toss this madness to the trash. I would spend my money where it’s appreciated l✅

Its funny how im reading review after review of the lack of accountability on Marriott behalf with its franchise partners when their employees use profiling ways guest. Somehow blame the customer for their employees behavior. Guest of other races are allowed to act in different behaviors and not polite and go about their way. A white guess come in and not greet staff or anything is checked in no problem. A black guest do the same… and the hotel staff complains that your rude and have attitude when you said nothing rude or be disrespectful.

The Marriott loyalty program has completely fell apart in the past 5 years, I wish I could give them less than 1 star. If negative 5 was an option I would give them that for their complete and utter disregard for long time loyal customers who have reached the stated goals to achieve the lifetime level of Platinum (which is now called Titanium). 5 years ago they changed their loyalty levels, what was once Platinum is now Titanium, what was once Gold is now Platinum, and so on. I started and earnestly achieved 75 nights a year for 10 years ( what was needed for now Titanium). Even though I have sent hundreds of customers to Marriott over the past years ( past tense because now Hilton will be getting their business.) And even though they have reached out to me, admitted that it isn't right, they steadfastly refuse to do anything about it! Over 15 years of brand loyalty and they could care less!

I contacted Marriott Corporate about a stay at one of their hotels. Started great then went south. I ordered the stay for breakfast rate, this hotel was not really set up for breakfast and what they did have was not good and the room was not comfortable. On top of all that I asked staff questions about the hotel, the area and got snapped at saying they weren't going to tell me that and for me to Google it? I was ready to let that go, then came my bill. This was for work and when booked it shows one charge the receipt and charge need to match. I went to look at the receipt and they charged me for the first night and then did a second charge for the next. I had never had this happen before only gotten the full charge any time I've stayed at not just a Marriott but ANY hotel. I checked and there is absolutely ZERO mention of this on their site. I spoke with my boss and he said that it was against company policy but to just contact them and they should fix it. The email which was a 'do not reply' had a phone number it said to call the hotel at with any issues. I called and it said the number was disconnected! I Googled the number for the hotel- I got no answer. I called the customer service line for Marriott, was told by them that the $140 should be a pending charge that would drop off after a few days. I explained with how my work card works I don't see pending charges only what has posted, and I just needed help if I could putting everything on one bill. She said she would forward to the hotel as they would have to take care of any billing and I should hear back in 3-5 days. Later I received an email from their staff sending me another copy of my receipt as he said I had requested. I responded back stating that is not what I requested and explained how I wanted help with getting the bill on one charge as it was against my company policy. He responded there was nothing he could do. At this time I received an email asking me to complete a survey. I filled it out, and it wasn't pretty as I’m upset at this point. I received an email from the GM stating they got my survey and would use it as a teachable moment for the staff. Since I wasn't getting anywhere with the staff, I decided to reach back out to the GM and let him know what was going on. He said that was the policy but he could write a letter for my accounting department. I let my boss know and was told to keep going and get it fixed. I let the GM know it was policy and how frustrating this was and he let me know he was out and would look at it later when he got back. The following week I still hadn’t gotten any resolution so when I got a break in my work, I decided to call the Marriott help line again to ask for a contact email. Finally after the call I was contacted by the GM that he had fixed the bill to show one charge on it at least but was still not corrected on the card. I do greatly appreciate this and know he’s trying but I’m still in the same situation over a week later. The GM was very nice, this had just been an incredibly frustrating experience. I have to turn in my expenses in a timely fashion, and in this period I had been waiting on things to get corrected so I was behind. I emailed Marriott corporate and they gave me a canned response that they appreciated feedback but that was the billing policy- even though it isn’t mentioned anywhere clearly when booking. I chose Marriott as a preferred brand to stay at, I can't tell you that this hasn't almost made me rethink my choice. I would not stay at this location again. Not only did I have a bad experience I got reprimanded by my job for something I had no control over and found it impossible to get help. Almost 2 weeks later of waiting and I couldn’t wait any longer I had to turn it in and just take the consequences. I understand things happen but this is a little extreme and there are many things that could have been done to avoid it. Even if you have status Marriott made their point clear they don't care.

We checked into the Atlanta Evergreen Marriott Conference Resort at Stone Mountain state park the afternoon June 13, 2022 and parked our car in the parking lot. The next morning we went out to go to Stone Mountain park and found the back window to our car had been shattered. There were several hotel employees mowing and trimming the landscaping with power mowers and equipment in and around the parking lot. There was an obvious impact of a small rock causing the damage to the rear glass. We notified the front desk and we were told a report was made with "lost prevention" and that someone would be contacting me about the damage by Saturday June 18. They assured us Marriott would cover the damage. They lied! We have called the hotel at least a dozen times since June 18 and we are promised a return call each time. No one ever calls us back. A week ago we filed a complaint with Marriott cooperate. We received an email from corporate stating someone from the hotel would contact us within 5 days. No one ever contacted us. It is my experience that Marriott does not care about it's customers. I would avoid staying at a Marriott at all cost.

Exceptional company ran by great professional people. This company cares about America

I have been loyal to Marriott hotels for 30+ years and they are not loyal to me. They cancel reservations last minutes, their customer service does nothing but say ‘sorry’. I don’t want your sorry, I want what you promised your Bonvoy customers. Shame on you for operating this way, and letting any of your hotels operate in very low standard.

Ive had an issue for weeks trying to get a hold of the GM at the Sheraton Raleigh Hotel. I contacted Marriott Bonvoy Customer Service and had a ticket created. No response. I escalated again just now and got TREMENDOUS attitude from supervisor Marcus. Please listen to the recording and then contact me - should be fairly clear. 7/26/2024 around 2:45pm ET. I am a long time Marriott member and currently have Platinum. I left a review on that property on google maps. Will do same on Travelocity, Yelp, a Credit Card dispute and I used a AAA rate - I’ll be letting AAA know as well.