KIRKLAND, WASHINGTON -- We have stayed at many different Marriott Hotels and have always had great breakfasts and were offered cookies when we checked in. The last time we stayed in Kirkland, we were told that Corporate put a stop to this. Well, we will look for other places to stay that still offer these things. We often travel with our grandchildren and this really helps out. Also, our son travels all over for his company and has mostly stayed at Marriott's, but will now look for other hotels. You may save some money in the short term, but in the long run, you will lose customers!
DETROIT, MICHIGAN -- Stuck up customer service. Manager was extremely rude. Charged me for a late check out because I was in my room an extra twenty minutes, which wasn't on purpose. I didn't know the check out time. We had a large wedding group here, and they were threatening to kick us out after one warning of being too loud. So ridiculous, had a ton of people staying there, and then they tried to lie to us about who complained. They said it was the room next to us, but the people who were in that room, were actually hanging out in our room with us.
GLENWOOD SPRINGS, COLORADO -- This place has only been open 3 months so it is brand new and really nice. I feel it my responsibility to warn other pet owners to not go there. The manager was very rude and full of herself about our dog. After one bark almost kicked us out or threatened to. We were holed up in room entire vacation.
In addition they misrepresented info about the rate. We had spent a lot of money and got some very rude people. They struck me as High School grads that had worked their way up and now we're going to show the world they ruled it. I could not get over how rude this manager was. A short, rude ethnic woman that has no business in hospitality. Go if you must but get anything they say that is important in writing because I caught them in several lies. Very disappointed in Marriott's choice of management.
Calgary Alberta Marriott gives you no choice but to utilize their valet parking service, which they charge for. The customer is not allowed to park their own vehicle. In Dec 09 I stayed at the Calgary Marriott and was left no choice but to leave my vehicle with a valet. I received a numbered ticket that did not include any liability waiver. In the morning the vehicle was returned to me with $1500 damage to the left rear. It was reported and investigated and I was advised two months later that Marriott employees were not found at fault for the damage.
As the vehicle was in the care and control of Marriott employees and as it was parked in a facility under the control of Marriott, I am at a loss to come to any other conclusion except that a Marriott employee was responsible for the damage to my vehicle. I am very disappointed in Marriott not taking my complaint seriously and will never again utilize the services of the Marriott or any other business directly associated with Marriott. In addition, no valet will ever park my vehicle again.
MONTREAL -- I have an unresolved issue with Marriott customer care. As a long-time Gold member I expected Marriott to do something for me. During the last 5 years I booked at marriott.com maybe a hundred times but for the first time this happened: looks like while booking I might have missed "non-refundable" rate type. Then I did cancel this reservation before 6 pm arrival day.
Then recently learned from credit card statement that Marriott charged me for two nights. These were Friday and Saturday - the busiest nights for Montreal downtown, and I am sure Hotel (Residence Inn Montreal downtown) has booked out this room for somebody else so they've got double pay for one room. I asked them to do one of these for me: full refund, 2 free nights, extra reward points enough for 2 nights. But unfortunately Marriott's customer care doesn't show any signs that they would be willing to do anything for me...
OAKLAND, CALIFORNIA -- Don't expect service or much assistance from this hotel. Desk personnel couldn't care less about any issues you bring to their attention. We arrived exhausted late at night to find a tour bus and about 100 tourists blocking the entrance to our parking with no Marriott personnel present. When I complained at the desk 8 minutes later, after receiving glares from the desk clerk and a "can't do anything about it", I had to sharply tell the tour manager to let us through.
I received an ovation from several of the people lined up out of their cars out to the street. No one could back up into traffic. The place was virtually empty of personnel. We asked to have our luggage brought up and were told they didn't have anyone available.
LINCOLNSHIRE, ILLINOIS -- I am scheduled to attend a conference in Lincolnshire, Illinois (approx. 3 hours distant from my residence) and had a confirmed reservation at the Marriott Lincolnshire (in Lincolnshire, Illinois). The conference has been scheduled in Lincolnshire contiguous to the Marriott facility based upon Marriott's assurance of adequate rooms for those attending.
I receive a call however, no apology, no I'm sorry, nothing other than "We are overbooked, your room confirmation here is canceled but we can stick you down the road in our cut rate run down motel." Typical poor service by a corporation that in time will wake up wondering why they are losing money and want the taxpayers to bail them out.
WOBURN (BOSTON), MASSACHUSETTS -- The Courtyard at Woburn is about 25 minutes out of Boston and I found myself booked thereby my company when hotels in Boston were full. I had early morning meetings in Cambridge both days of my stay. The short story is that the taxi service in Woburn is overwhelmed in the morning and never responded to the call (second day never responded to a fixed appointment made the day before). After a 30 min wait the manager made a special arrangement for a private town car and offered me extra reward points for my trouble.
The second day there were more troubles. By the time I needed a taxi at checkout the manager waited only 10 minutes before getting out her own car and taking me to the airport shuttle. I appreciated her care for my situation, her solutions, and her aggressive work to ensure that I could make my appointments and my plane on time. Congratulations, **! I will recommend your hotel to everyone! I hope that Marriott also rewards your exceptional service.
LONDON -- I booked a six-night stay at the London Regent's Park Marriott on the internet for a decent, yet unspectacular rate of $225/night. I cancelled the day I was supposed to arrive, and Marriott has charged me for the full six nights. I got absolutely no service for this; only the chance to play around on the Marriott website. A decent cancellation policy would be to charge for one night and provide credit for the remainder.
Marriott will not refund or allow me to rebook. This is the worst policy I have heard of with any hotel chain. Do not book with a Marriott when you have so many other choices. It's just not worth it. Also, their complaint channels are anonymous and faceless. It's hard to get a full name out of anyone you might complain to. They all run and hide. It's very unprofessional.
FLORIDA -- Make sure you read everything and ask a ton of questions before buying with Marriott. They make it sound so easy to use and even easier to sell when you need to but GOOD LUCK. After 7 years of ownership, our resort is still not sold out and you can not resell. We were told 18 months and we could resell. THEIR CUSTOMER SERVICE PEOPLE ARE USELESS AND TELL YOU NOTHING BUT THEIR COMPUTER SCRIPT. BUYER BEWARE.