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Business Travelers Beware
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FAIRFAX, VIRGINIA -- I am a frequent business traveler and have stayed at many Marriott hotels over the course of the last year. I have generally had good experiences with Marriott but at the Marriott Courtyard in Fairfax (Dunn Loring), VA., the hotel staff's assistance fell short. I returned from work on 12/07/06 to find my laptop stolen from my room.

I immediately informed the staff who consoled me about "my loss" (I should have suspected something was up from the beginning...). I insisted that the laptop had been stolen and not "lost". I was referred to a claims section and waited for almost two weeks before I was told that I would receive no compensation as I could not "prove" that the laptop was stolen.

In a sense, despite my long association with Marriott, I was being called a liar -- and worse. I strongly suspect that the hotel staff opportunistically used the open door of my room to lift the laptop while the maid was cleaning. However, there is little that a traveler can do to prove this. As Courtyard advertises itself as a hotel for "road warriors", their handling of this theft leaves much to be desired.

I recommend that all guests check in their laptops while staying at this hotel as theft would seem to be a problem. As there is room for only a few laptops in the hotel safe, the care of 50+ laptops or more might be impossible and fully contradicts the image of Courtyard as a place to do work while in the room. As well, this would seem to repudiate the whole idea of having high speed internet in the room. It seems that Marriott would like for you to be able to work, albeit at your own risk.

After this wake up call I will be much more vigilant about laptop security at least within a Marriott hotel. I encourage others to be careful and cautious when staying at this location. I suppose that I'm most troubled by Marriott's attitude by which it was almost expected for this type of thing to happen with the hotel staff mildly concerned at best. I note that although hotel laws (VA) state that "valuables" should be deposited in the hotel safe, these were written in 1982, well before the advent of laptop computers.

I wasn't even aware that the safe deposit boxes behind the front desk could accommodate a laptop PC (they will but most can handle just three or four in total). I would like to be compensated, at least in part but Marriott tends to take a hard line with regard to theft. I encourage that guests be warned fully of the risks associated with leaving laptops in hotel rooms when they depart.

Internet Access
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BALTIMORE, MARYLAND -- I stayed at the Marriott Courtyard in Baltimore during a business trip in March 2006. I arrived on Sunday March 12 and I departed on Thursday March 16. During each day of my stay, I had trouble with the internet service provided by Golden Rod. I discussed the matter with Golden Rod and hotel staff every day for approximately an hour. I was first told that I was the only person who ever had trouble.

Later I was told numerous occupants had problems. I was also told that a virus on another computer, heavy rain in another state and a defective hotel server were causes of the problems. On Tuesday I was told the network was dead because the server was being replaced. Later I was told it was not replaced. After I made arrangements to depart early, an assistant manager, **, apologized for the hostile comments made by another assistant manager about my actions being the root cause of the problems. He said he was drafting a letter of apology.

I complained to the Marriott guest services but they said they could not help. I complained to Golden Rod managers twice but no one responded. I left messages for the general manager but I was never able to reach her directly. Later I learned ** left the hotel before taking any action. My final request was a list of Golden Rod properties but I could not get this information.

However, the Golden Rod staff stated that they handle internet access for numerous Marriott properties. I also had problems with Golden Rod in Monterey California but the hotel manager arranged for me to obtain wireless access at the hotel across the street. My recommendation is to make sure that Golden Rod is not the wireless provider before booking a Marriott hotel if you need internet access during your trip.

Marriott's $250 Smoking Scam
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My mother just got a $250 charge on her account for "smoking in the room" which is absurd because my mom is the biggest anti-smoker in the world. She spent hours on the phone with Marriott, going all the way up to the VP of Marriott, asking them if it really was true - why would she fight it this much? They said they had pictures of cigars and papers rolled up and tobacco leaves on a plate! Really??

I read reviews online that some hotels offer their housekeepers get $10 bonuses for every smoker they catch. SO what, you don't tip them they make their OWN tip??? The VP refunded all but $50. This is the most ridiculous thing I have ever heard of. As a smoker or non-smoker how are you ever going to feel safe booking a hotel room knowing that you will have to find a way to make sure you are not scammed! What ever happened to "the Customer is ALWAYS RIGHT"??

Fraud Charges
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LEXINGTON, KENTUCKY -- I stayed at this hotel during my mother's 60th Birthday... I received my credit card a month later and they charged an extra 250.00 on my card. When I called them they claimed there was smoking in the room. Not possible as we are all non smokers. I argued with them with no result in a credit to my account. They have no cigarette butts as proof... The only thing they could tell me is there were ashes in the sink. Hello... I know better. I am sure this was pocketed by the rude manager, **. I will fight this to the end... no matter what. This place is a rip off. Do not stay there.

Rip-Off ... Charging for Alleged Smoking... Charging an Extra Day on Credit Card
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AUGUSTA, GEORGIA -- On 11/17/07, I checked into the Marriott hotel in Augusta, Ga. At check-in, I was not informed of a $250.00 bill if they suspect you are smoking in the room. It was late and we went directly to sleep. A bill for 246.00 was slipped under my door early on the 18th. When I awoke and was gathering my belongings, I noticed a small card on a desk that I had never approached. It stated that a $250.00 "cleaning" charge would be added if there had been smoking in the room!!

Had I been informed of this at check-in, I would have chosen a better hotel as Augusta is full of wonderful hotels. Spending two hours cleaning the room, I checked out at noon. Imagine how I felt when I received my credit card bill and was billed for an extra day!!! Not smoking damage. Not cleaning... but an extra day!!! The "manager" claims they have "pictures" they have videos in their hotel rooms???

I urge everyone to avoid Marriott like the plague... Not only will they add anything they like without proof... they now claim they "photograph" where you stay. I have stayed in many, many hotels over the last 35 years, and have never had such a negative experience!!!

Change in Policy Reference Military Retirees
StarStarStarStarEmpty StarBy -
Rating: 4/51

SAN ANTONIO, TEXAS -- I served my country in the Air Force for almost 35 years and recently stayed at the Huge Marriott Hotel here in San Antonio. I telephonically asked for the military rate and when I showed up, displayed my ID and was given a room at the military rate. After a couple of days I decided to get an additional room for my son and grandchildren.

The clerk again looked at my ID and said I couldn't get the government rate as the rate was only for active duty or other government employees. I told him I was essentially still a government employee as I was drawing a check from the DOD for my three plus decades of service. He allowed as how he would let it go this time as I wasn't aware of the rule.

It was a bit embarrassing to me as I felt like I had consciously cheated by getting the military (Government) rate. I have stayed in Marriott hotels many times in the past since my retirement and have never had that mentioned. Not sure if it is due to the clerks not knowing what an active duty ID looks like as opposed to a retired ID or maybe some folks didn't get the memo?

I believe it's a sad situation when those of us that have served in several military conflicts over the years are told the rate only applies to those presently serving. Not sure why the change in policy but I'd appreciate an answer as to why that decision was made. I could understand a restriction on a certain number of government rate rooms but not an entire retiree restriction.

Stopped Complimentary Breakfast & Cookies
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

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 Marriott
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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.

Residents Inn Marriott at Glenwood Springs, CO
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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.

Car Damaged by a Marriott Valet
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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.

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Marriott International Rating:
Star Star Star Empty star Empty star
3.0 out of 5, based on 2 ratings and
47 reviews & complaints.
Contact Information:
Marriott International
10400 Fernwood Rd.
Bethesda, MD 20817
301-380-3000 (ph)
301-380-3969 (fax)
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