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Marriott's $250 Smoking Scam
Posted by on
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 nonsmoker 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"??
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User Replies:
Alain on 09/16/2010:
Let the Marriot know you wrote this review. Invite them to comment here.
Weedwhacked on 09/16/2010:
The customer is always right was replaced a while ago with, profit and more profit!
James_236 on 09/16/2010:
Wrongly accusing guests of smoking seems to have become a common scam even in the big hotels. Someone I know who is a non-smoker says his way around this is to always request a smoking room even though he is a non-smoker. The smell of the room is at most only slight and never unbearable and you don't have to worry about being charged for smoking.
jktshff1 on 09/16/2010:
Stayed in a "no smoking" room last night. Chair had burn holes on the arms of it.....called the front desk and showed problems.
MRM on 09/16/2010:
JKT doesn't play around!
ontario_girl on 09/16/2010:
I work as a hotel housekeeper. I certainly don't get "bonuses" for catching smokers! And believe me, in my time, I have found many, many, many people who have certainly smoked in their rooms. We charge a $150 cleaning fee for people who smoke in their rooms but I we don't usually end up charging most people because it's such a difficult thing to prove. Unfortunately, there are several people out there who will smoke in a non-smoking room and it really sucks for us housekeepers because we have to scrub the walls, wash the drapes and every bedspread (regardless if the bed was used or not) just in case the next guest happens to be sensitive or allergic to cigarette smoke. All because one guest couldn't read (or chose not to obey) the "Non-Smoking sign"!
Anyway, sorry to hear about your mom's troubles! Smoking scams do seem to be common these days.
Anonymous on 09/16/2010:
I would be very upset if this happened to me--being charged for something I don't even do.

Smokers stink! I wish they would realize how bad they make a room smell when they smoke inside. Of course, they are so used to the smell on their own bodies, they probably don't even notice.

Ontario girl, that was very informative.
old fart on 09/16/2010:
If you're a smoker. use SNUS.... same tobacco high with no odor!
GenuineNerd on 09/16/2010:
Except you'll get mouth cancer instead of lung cancer.

leet60 on 09/16/2010:
If they tried this with me I would demand to see "the pictures".
Anonymous on 09/17/2010:
There is something inherently wrong with what Marriott is doing here. I believe you simply need much more proof than a few butts allegedly found. Marriott needs to figure out a fair way to make such accusations/charges. Maybe have an employee walk the halls every so often, and if they smell smoke coming from a room, knock on the door and tell them of the charge they should expect. I don't know. I do know that I would fight for my $50. File a civil suit - I'll bet they won't show up and you'll win by default.
Nohandle on 09/17/2010:
Knight, yours is not the first complaint about someone being charged with smoking in a non-smoking room. The smokers I know step outside if they discovered themselves in a non-smoking room. Ashes in the garbage, cigarette butts floating in the toilet? I would think a smoker, knowing he was in a non-smoking room, would do a bit more to cover up the evidence. Haul the garbage to the car, double check that the potty has been flushed the second time and rinse the sink before checking out. I've maintained many times it is someone onstaff smoking in a room.
Anonymous on 09/17/2010:
ALWAYS PAY CASH! I hear the same complaint on other threads/posts about being charged for "disappearing" pillows, blankets, towels, etc...If you pay cash, then they can't charge your credit card long after you've left.
Anonymous on 09/17/2010:
But, justice, you still have to leave a credit card number with them, even if you pay cash at the end. At least that's been my experience. But, I've never been charged for anything missing or for smoking in a non-smoking room, so I must be ahead of the curve.
Anonymous on 09/17/2010:
I too have never been charged for anything...yet! LOL!
I always pay cash at every hotel I've ever stayed at, and never leave a credit card #. I only pay for the amount of days that I intend on staying. Granted, nearly every hotel will ask for an additional cash deposit up front, for incidentals. But you receive this deposit back at the time of checking out. When I get that deposit and exit the hotel...our business together is finished. PERIOD. Only once, I had the front desk actually use a walkie-talkie and radio the maid upstairs to ask if the room was "clear". It was and I got my deposit back. If there was a discrepancy, it would've been dealt with immediately, with both parties present. CASH-CASH-CASH!!! I know in the world of plastic, it is seems a convenience, but in the end it may not be.
Anonymous on 09/17/2010:
That's interesting, justice. I've never thought of doing it that way. I think some hotels I stay at require a credit card to hold the reservations. But, I've never had anything put on my card that wasn't supposed to be there. Hopefully it will never happen. I probably wouldn't carry around enough cash to cover one of my bills, so I'm afraid I'll be doing the plastic.
Nohandle on 09/17/2010:
It's only happened to me once and was a number of years ago. A CC was required. No problem until I received my final bill. Everything was as agreed but I spotted a charge for the hospitality machine, vending machine or whatever it was called in my room. Excuse me, I wondered why someone would pay that sum for a tiny bag of chips or an even tinier candy bar and I didn't open the machine.

When I called the charge was immediately deducted, no additional questions asked. I guess we will have to start demanding someone from housekeeping inspect our room before we check out. Somewhat like a person returning a rental vehicle. I hope you don't have a flight you're trying to meet or you are out of luck.
HMC86 on 09/21/2010:
Let me break this down for you, as I work at a hotel.
Your mother may not have smoked in the room, but if someone she invited in DID, she's in charge of what goes on in HER room. KNOWING she's in a non smoking room, and signed the folio (check in paper) that says "I will not smoke in a non smoking room" She's signed the legally binding contract.

So no, she may not have. But her name, her card.. her responsibility to keep her guests from getting her in trouble. No, the hotel won't back down, mostly because they have to follow the policy set up.

Move on.
angelout on 09/21/2010:
Actually based on my stay at a Marriott recently, the customer is never right. The managers that strive for excellence but cannot spell are!
How do you know the employee did not plant it there . We stayed at a non smoking place and there were plenty of employees smoking outside,surprised me really since they are saying they are 100% smoke free???
knightkaj on 09/22/2010:
@hmc - I can assure you there were NO guests. My mom checked in at 1130 pm and was out by 8 am. They used the hotel to sleep during a road trip- that's it. One of 2 things happened it was planted in her room by hotel staff or her room was confused with someone else's. Did you get the Anti-smoking part. Even if my mom happened to know someone in the area( she doesn't) and they happened to smoke, she would have been the 1st person to ask them to leave. Ignorance is a trait of every marriott hotel manager and member shes encountered so far.
GeneralManager on 11/16/2010:
I am a General Manager of a Marriott hotel. I wanted to state some facts regarding this issue. I have never heard of housekeepers getting a bonus for finding smoking proof in a room. We do not want people smoking in our hotels. Neither do our guests. We do thank our staff for finding proof before they clean the room, so that we can take pictures of the proof. We do not charge a smoking fee unless we have picture proof of smoking in the room. We take the pictures after the guest checks out. We do not have cameras or videos in the room (I have seen this accusation on other blogs).

Nohandle (see above) listed the most common places that we find smoking proof. I have had guests leave butts in the toilet, ashes and butts in a bottle, bowl, cup and the like. I have found proof when there are ashes on the window sill (most common), on the coil of the stove, on the bedside table, on the coffee table and other surfaces in the room. Finally, we do look through the garbage in a room that reeks of smoke. We find ashes, butts, spent matches and loose tobacco.

Usually, the staff or other guests let us know that someone in the hall is smoking in their room. The housekeepers are then notified to let us know if they find smoking proof in the rooms around the reported area. Again, there are no bonuses for the staff finding smoking proof.

I wanted to let this site know that we do not go out looking to charge the $250 fee to our guests. There is a lot of work for us in charging this fee, keeping the proof and talking to the upset guest on the phone. The housekeeper who posted about all of the work that goes into cleaning a smoking room was correct. Not only the work, but we usually cannot sell a room that just had been smoked in. We lose that revenue from being unable to sell that stinky room.

In regards to the cash conversation, that is true. Almost all hotels require a deposit if you pay cash ($300 or so). Some hotels do not let you check-in, unless you have a valid credit card. You would need to check-in with the room rate and tax covered and then the $300 cash on top of that. We do call the Inspectors and ask them to check the room for any damages or signs of smoking before we give the cash back.

I hope that these hotel facts help in this blog topic.

General Manager
Sihyung Park on 12/14/2011:
Listen General manager..

I have too just been charged 250 USD on my credit card. I spoke to the manager of the hotel and she said that she cannot do anything about is because it's their company policy. Well the fact of the matter is that
1. I did not and do not smoke at all.
2. What right does Marriot have that they can charge me 250 usd without giving me a phone call or an e-mail stating that due to so and so reason we are going to charge you. Had you called me right that day, I would have gone back and proved to you that I did not smoke in the room and also checked the room that you claim is smelling of smoke myself.
3. I have never agreed in writting that I would kindly sit back and pay them additional 250 usd for something I didn't even do.
4. Lastly, what physical evidence do you have of accusing me that I smoked in the room. When I called the manager and asked this same question, she said she found ashes and that it smelled. Well I want to see those ashes and I want to smell that smell because I did not smoke in the room.

I am going to fight for this one. Not because of the money but because this is a complete scam and my money deserves to be used for better purposes than this. Its not about winning but its about justice.
Brook on 05/04/2012:
Don't blame the hotels for upholding their terms and policies, blame it on people who refuse to obey them. Everyone agrees to pay the additional $250 as soon as they check in the hotel. Everyone has to check in by going to the front desk right? I used to work in the hotel industry and have stayed in plenty and ever since the Smoke Free environment craze kicked in every hotel has posted that there are designated smoke areas, rooms are smoke free and the price of the fee if anyone decides to smoke in them. Apparently those who complain when they do smoke in the room do not realize what it takes to get the smell out. There is a process before anyone is charged with that fee which 'General Manager' has stated above. As far as being falsely accused, you can fight it and I hope those who have been charged in the past didn't smoke in their rooms do win. But it is BOGUS that housekeepers collect a bonus. Never have I heard of that. Lastly, the $250.00 Fee is NOT a SCAM.

No, you don't always have to use a Credit Card.

As far as the comments on what happened to the customers are always right? Not exactly. Would the customer be right if they intentionally hurt themselves to sue? Or if they falsely accuse a housekeeper of stealing a laptop that was never there? It happens! So therefor, no, the customer is not always right.
pj on 06/07/2012:
I too have gotten charged for smoking in a Marriott rm and I do not smoke, no one else was in my room. This is not an isolated incident with Marriott. And the employee's there do get paid, one told me when she heard me talking to the front desk.
NOMOREMARRIOTT on 06/07/2012:
This is not the first time that the Marriott has been accused on charging someone for smoking when in fact that person didn't smoke in the room. It seems to be a real problem at many of their locations. Brook, if you don't know what your talking about, don't speak. I won't be charged $250 for something I didn't do and it is a scam and I will fight to get my money back and so should everyone else that gets these false charges on their credit cards.
Jersey Girl on 07/19/2012:
I just stayed in the Springhill Suites in Herndon, VA - I was charged the same $250. Luckily, my credit card company notifies me of large purchases, so I immediately disputed it - waiting to hear from Marriott now.
no more Marriott's on 05/11/2013:
A few years ago we stayed at a Marriott and
was charged $250.They said we smoked in
the room which we had not and after l asked her what proof she had she told me cigarette buts were left in a plastic cup next to the bathroom sink.We knew that was a lie so l went to the motel manager but she defended housekeeping.I even went higher up to Marriott office and received no help.But since
l had put it on our master charge they defended me and the charge was removed.
The charge companies will help you out so try them.I will never go back to any Marriott hotels again.We stay at the cheaper chains
Red Roof and Super 8 hand have had no problems.Good luck
travelalot on 07/06/2013:
No more stays at Marriott. I am a non smoker, most places offer smoking rooms for their guest, so chances are good I will get this stupid fee.
Green85 on 09/06/2013:
I stay at Choice Hotels, usually Comfort Suites or Comfort Inns. I absolutely detest cigarette smell and literally have had trouble sleeping in a room on the same floor with smoking rooms. When I register I do sign the agreement that I will not smoke in the room. I also have the assurance from the hotel location that it is 100% smoke free location. If someone smokes on the property I will be among the first to notice ... and that includes staff. And I won't hesitate to tell the hotel management. I have NEVER been charged for smoking in my room because I don't do it and I keep an eye out for ANYONE that might be smoking near my room.
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Fraud Charges
Posted by on
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 somking 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 ciagarette butts as proof...the only thing they could tell me is there was ashes in the sink...Hello...I know better. I am sure this was pocketed by the rude manager, Mr Miller....I will fight this to the matter what...This place is a rip not stay there...
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Anonymous on 11/24/2009:
Dispute the charge with your credit card company.
Skye on 11/24/2009:
I concur with Ken!
Nohandle on 11/24/2009:
The fact there were no cigarette butts really doesn't amount to much as far as proof. Anyone can flush the butts down the toilet and flush. As far as ashes in the sink I expect someone in Housekeeping was having a puff and forgot to rinse the sink. You're not the first non-smoking member who has complained about being charged for smoking in a non-smoking room.
Anonymous on 11/24/2009:
Dispute the charge with your card company.
spiderman2 on 11/24/2009:
I stayed at a fancy hotel in Baltimore. When I got my credit card bill I was charged for a robe. I called them and asked what that was about and they said there was no robe in the room when we checked out. Of course there wasn't because there was no robe in the room when we checked in! The charge was reversed by the hotel. I often wondered if they do this to everyone and see who calls back and complains about it. If you don't, they made an easy $25.
baseball-02 on 12/01/2009:
I had the same experience at Comfort Suites in Lexington, KY, and I'm also a non-smoker. Lexington hoteliers must think that little blurb you initial that says you won't have pets or smoke amounts to a license for them to steal. Nohandle, how do members resolve this if disputing with credit card companies does not work?
knightkaj on 09/16/2010:
My mother just got the same $250 charge on her account for smoking in the room. 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?? The housekeeps get bonuses for catching smokers. 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 nonsmoker 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"???
angelout on 09/18/2010:
somehow I now would believe that after my recent experience.
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Westlake Courtyard
Posted by on
WESTLAKE, OHIO -- I accompanied my wife on a business trip to the Westlake area again recently and was sorely disappointed in our favorite hotel's decline. One of the best things about that hotel in years past was the consistency of staffing. Kay, Lori, Ericka, Natalya, Rebecca, Lisa, Julio and Gordon all bent over backwards to make every interaction fun and personal. They knew and acknowledged virtually all the guests by name.

The hotel has declined with the change in management. Al, Anthony, Doug and David are just awful with the guests. Seem too wrapped up in their own work to care about a simple thing like being friendly and making guests feel welcome. My wife travels for work 29-40 weeks in the year, often I accompany her. This was the worst I have seen that hotel. The GM Al and Anthony the red headed assistant, stood at the desk and watched the restaurant full of guests and never went to help. I sat in the lounge and then got coffee and overheard them talking about 'they can deal with it themselves' and 'they can earn their money, that's what I pay them for' To me that is unacceptable!

As a manager you are there to led by example and pitch in when needed! I have been in Marriott hotels and seen Mr. Marriott himself walking the parking lot and picking up trash or debris as he went. This hotel is filthy and the associates are miserable. Julio who is an older Hispanic man who has been smiling happy joking and used to wear "my name is Julio, I love this hotel" on his name tag looked so embarrassed by the hotel and how is it now run. What happened to all of the great associates that used to care at this hotel? Why would the company let this hotel fall so far off the radar map...what a disappointment. I will not come back again. In this day and age of competition there are too many choices.

Westlake must get numerous complaints and Marriott has to have some standards of ranking performance of their hotels I would bet my retirement that this particular hotel is in decline in all areas. They need to do something before they really start to lose business. The GM must have little man's syndrome. He is an older gray haired harsh man with no personality, why a company like Marriott would put him in a position of leadership and representing their company escapes me.

I know that sounds strong, but you would not believe the difference, too bad Marriott doesn't put this hotel on a surprise inspection list. What a disappointment and poor representative of Marriott it is now.


I just posted a complaint regarding the Courtyard in Westlake Ohio. I went back to read it and started reading posts from others who had had issues in the company. What a sad thing. It seems like customer service is dead in the customer service industry today. In hotels what do you sell? The experience. If you can't give a good experience and you don't care about your employees, do you really care about having guests? Why would you call them guests if you have no intention of taking care of them during their stay. We work hard to earn money and Marriott hotels are not cheap. I am appalled that they have gotten to be such a big company that the consumer is not important anymore, and by all accounts neither are the staff if they do not wear a manager name tag. We are looking at the death in customer service.

The irony is Marriott has a Customer Care department! Boy are those people overworked if this website is any indication.

My condolences Marriott.
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Anonymous on 10/22/2007:
I like Marriott, one of the better hotel chains. (NH)

A little cheese with that whine?
Anonymous on 10/22/2007:
GL George -- I like your attitude. You demand excellence and you will settle for nothing less. Too bad more consumers don't share your attitude. I voted your contribution 'Very Helpful'.
GL George on 10/22/2007:
Dear Superbowl the reason you like Marriott is their usual excellence and consistency in standards. More of what I have seen and you won't like it so much. They need to pay attention before it gets out of hand. I actually felt sorry for the long term staff that was still there. It is ill kept, and poorly run now. Hopefully they will pay attention and fix it before it gets any worse. I prefer Red not White thank you.
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Marriott, You Got to Be Kiddin' Me!!
Posted by on
RANCHO CORDOVA, CALIFORNIA -- The weekend of Father's Day my fiancee', our 4 children and I decided to go visit family in Northern CA. This trip was to include camping, fishing & family fun with cousins I haven't seen in years! On the way home we stopped off in Rancho Cordova to see my fiancee's best friend, family & new baby. The decision was made to stay the night. We saw a strip of hotels off the freeway and went over to get some price quotes. I saw the Marriott Residence Inn and said lets stay there since I was a rewards card holder. The front desk gave us a 'special' rate that we couldn't pass up. We brought in our things, took the kids swimming & washed a few loads. I was content. After returning from going back to our friends' home we parked our vehicle in plain sight of our bedroom. No worries though, I felt pretty safe there. Oh was I wrong! We received a phone call @ 7am to inform us that our right rear passenger window was broken out and it appears to be a break in; that we need to investigate. So we got up and check out the vehicle to confirm it. Window ripped out and some valuables stolen (in the amount of $1600). We noticed there were no security cameras in the parking lot, nor any security officers patrolling. We went to the front desk and asked to speak with the Manager. We were told that he wouldn't be in until 9am. We were given a report to fill out and told to call the police ourselves to report the incident. We ate breakfast with the children in the lobby; waiting for the manager. After 45 minutes we asked where the manager was and was told he was 'running errands'. Okay, fine. We took his card and went back to the room and left a voicemail. We then started to call glass companies to come and replace our window. The very first company we called told us that they were just at our hotel the day before from 2 break ins; replacing windows as well. (Are you serious!!!) So after 3 attempts we finally got someone out to replace the window. We were now 3 hours behind on our trip because we were to leave @ 9am and the glass company didn't show until 1pm. Between this time we made 3 more attempts in contacting the manager to no avail. We eventually made copies of everything and left a note for him to contact us. We're still waiting and this has gotten even worse. By the time we reached home which was 6 hours away by road, we realized that the key to our other vehicle key was stolen. To have this key replaced will cost $200 because of the unique chip inside it. I will never again stay there or advise anyone else to do the same. I'm cancelling my card and putting the Marriott out once and for all. What a inconvenience this has caused us. No wonder there was a special rate!!
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Pomona Guy on 06/19/2007:
This is dumb. It was not the hotels fault someone broke your car window and robbed you.
Hugh_Jorgen on 06/19/2007:
PG is right, this could have happened anywhere. To condemn an entire chain of hotels is a bit extreme.
outcast471 on 06/19/2007:
very true, they did wake you as soon as they discovered the problem, and all hotels are not reqired to have secuirty
FoggyOne on 06/19/2007:
There are normally signs in parking lots that I always see stating you leave your vehicle at your own risk. That is it. Marriott or any other hotels, restaurant, bowling alleys, etc will tell you the same. Time ot file your insurance report.
Anonymous on 06/19/2007:
Not marriott's fault. I really like Marriott's. However since there seems to be a problem they could be more pro-active and hire a rent-a-cop for a few weeks till the problem goes away. I had my car broke into while parked in a court house parking lot. It happens everywhere. Sorry it wrecked your trip.
Starlord on 06/19/2007:
As a former deputy, I had three motels in my patrol area that I saw at least twice a shift. Their lots were well lit, but there were signs on the walls, in the office area, and on the receipt issued to each renter that they were not responsible for loss to vehicle from damage, fire, or theft. The main problem with security is that management is not security minded, and usually tell the officers to patrol in a certain pattern, sometimes using Detex clocks. Trouble is, you set up a pattern, and that is when you get nailed. The bad guys hit where you ain't.
jktshff1 on 06/19/2007:
Got to agree with all
Anonymous on 06/19/2007:
While it is not Marriott's fault about the break in, however after having not one, but two previous break in's quite reciently they should have had better security. I do agee with Hugh Jorgen that you should not condem the entire chain based on one hotel.
heaven17 on 06/19/2007:
"...and told to call the police ourselves to report the incident."

Did you?
shawnp80 on 06/19/2007:
You should have brought your valuables in the room with you.
CrystalSword on 06/19/2007:
I never leave anything in the car when at a motel...when I do, its always the thing I need late at night!
Anonymous on 06/20/2007:
"You should have brought your valuables in the room with you."

Good idea, but sometimes things are stolen from hotel rooms, but a hotel room is safer than a car. I still stick with if there were already two prior break in's the hotel should have had better serurity.
rhondam718732 on 06/21/2007:
If you honestly think this hasn't happened at all other chains you are mistaken. Plus, I'm sure a large % of us have stayed at many hotel chains and never had it happen. It was either the location, bad luck of the draw, etc. And you can't complain about no security after the chose to stay there. I feel for you with what you went through and having your kids there and all, but this is one of life's sucky events that could happen anywhere including your own home. I do think hotels should call polic as a norm. If you leave it up to the guests it might not get done and the thieves may think they have a perfect place for more robberies. Hotels should be aggressive in calling and then letting the guests handle it with the police. As far as taking your stuff into the room...sounds smart but let's get real. If you are on a roadtrip with kids and the car packed to the gill with this, that and the other thing, are you honestly going to unload every last item for an overnight stay...nope.
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Laguna Cliffs Resort and Spa Pathetic Excuse for a Resort and Spa
Posted by on
DANA POINT, CALIFORNIA -- I mean no disrespect to the individuals that have posted positive remarks on the reviews...however, I did not have a great time during my stay. I had sent a letter to the hotel expressing my disappointment with my stay and they offered me an upgrade for my next visit. They couldn't pay me to come stay there again! I respectfully wrote back and told the hotel manager that the least they could do was reimburse me for the time I spent there and the hotel manager never even acknowledged my last letter. I intend to write a letter to the head of the company I am so angry at the way I have been treated. I am happy to spend a bunch of money, but only if it is worth it. I had a better experience staying at the Courtyard by Marriott- I seriously mean that! I even sent a letter acknowledging the customer service I received with them. It was fantastic. But here I am paying ~1200 to stay for two days ($1200 is the same as my rent for the month!) and had a horrible experience compared to the Courtyard where I was paying $160 for two days! The more people I share my story with, the more I hear the same experience that they had themselves. I would highly recommend considering a different hotel if you want to stay in this area or you will set yourself up for disappointment!

I am only giving the highlights of my stay at the Laguna Cliffs Resort and Spa here. There were many things that happened that would take pages for me to share my experience. There are many things they do not tell you up front- such as you have to pay $22 for parking (and valet costs the same) but there is not always parking available. On a side note here, the funny thing I noticed was there was a lot of junk stored in the
garage taking up parking spaces. I had left to run to a local store and when I returned, there was absolutely no parking left. My effort to get assistance from the front desk as to where to park resulted in my being told to park on the street where it clearly says "No Hotel Parking". Also, be prepared to bring a ton of money to eat in their restaurant. We forked out $13 for 4 shrimp. One cocktail- $10. We called the concierge and asked for a restaurant recommendation for dinner- he gave us one but could not tell us what time it closed and the directions he gave us were wrong- we never found the place after driving around for over half an hour. Be warned too if you call the front desk for help, you will be bounced around from department to department. Another thing that amazed me was that they charge for internet access. I travel a lot for work- in my $80 a night Courtyard by Marriott room I have free internet access and free parking- at this location you have to pay $10/day and they don't tell you that it starts at noon and ends at noon. So my fiance went to use the internet and only got 3 hours of use before it was shut off and then they charged us twice for it. Oh and then there is a lovely Sunday champagne brunch- absolutely fantastic- wonderful selection and wide variety and you can eat outside and see the ocean-what you don't know is that it cost 45/person. No one mentions that, there is no sign, no menu, no nothing. That was a unexpected surprise when we received the bill.

I do have a couple of positive things to say about the location though- the spa is outstanding. You totally get what you pay for. The service is exemplary! Also, the exercise room is fantastic. Wide variety of well maintained equipment.

I submitted a three page letter to Marriott regarding an extensive number of issues we had while we stayed at the resort (I barely touched on them here) and I never received any response from the Property Manager until after a month had passed. His response was to offer me an upgrade. Who would want to go back to a place that was such a source of stress and frustration. In talking to others, they shared similar experiences. It's unfortunate but my experience has made me want to spend my hard earned money elsewhere.
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Anonymous on 06/20/2006:
That's too bad you were ripped off. First you should change your title to without the quotes so it comes out better on a google search: "Laguna Cliffs Resort and Spa Complaint - Marriott International"
Second - I would've brought wine, and asked if there's an uncork fee. $13.00 for 4 shrimp! What a crock! At least at Black Angus you get 5 for $16.00 and breaded. Seriously I would've walked to a local restaurant. The walk'll do you good. Now click start a new complaint and see if you can get half your monies back. Good luck my dear.
Doc J on 06/21/2006:
Thanks for the post. We've been warned. As to the price of shrimp...I don't eat treyfe, so I have no clue as to what's "fair" market value for shrimp at any venue.
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Bad Business
Posted by on
PORTSMOUTH, NEW HAMPSHIRE -- I was not refunded my hotel stay after seeing a rodent in my room since Dec. 20, 2011 through Jan. 07, 2012 and reported it to the front desk.
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Alain on 01/15/2012:
Contact Marriott at about this location (even if you aren't part of their rewards program, they indicate that this is where you can also provide them with feedback).
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Rodent Found In Hotel Room
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NEW HAMPSHIRE -- On Jan. 7, 2012 at 9 P.M. I saw along with my in my hotel room 305 a mouse hiding between the dishwasher peeking in and out. This was at the Residense Inn located at 1 International Drive Portsmouth, NH
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MissMary1978 on 01/09/2012:
What happened when you notified management of this?
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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 were 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 Marriotts choice of management.
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jktshff1 on 09/17/2010:
A barking dog will get you booted or secluded in most places.
Alain on 09/17/2010:
I'm surprised about this. Glenwood Springs and the surrounding area is extremely pet friendly. Our friends and family that live in the Glenwood Springs/Carbondale/Aspen area have never had a problem with their pets as long as they keep them adequately controlled.
jktshff1 on 09/17/2010:
Yea Alain, but you are not in a hotel with other guests and a barking dog.
Alain on 09/17/2010:
Good point, Jktshff. It probably would have been a better idea for the OP to rent a small house in the area. A bit more expensive, but there are some rentals around there that aren't too costly.
Ben There on 09/17/2010:
How did they misrepresent info about the rate? Was this over a pet fee or something else?
momsey on 09/17/2010:
I'm not sure exactly what happened, because you didn't make everything clear. Of course a barking dog will possibly get you kicked out of even the pet friendliest hotel. What happened that caused you to be holed up in your room the whole vacation?

There is absolutely nothing wrong with people who graduated high school and worked their way up in their career. And what do you mean by "ethnic?" Things like that take away from any review.
jktshff1 on 09/17/2010:
momsey, it seems as if someone had to stay in the room with the dog. From the post, I gather that the dog barked at someone/something in a public area of the hotel. That will even get an assist dog booted and is legal. I'm actually surprised they let them stay.
Here is more information:

10. Q: What if a service animal barks or growls at other people, or otherwise acts out of control?

A: You may exclude any animal, including a service animal, from your facility when that animal's behavior poses a direct threat to the health or safety of others. For example, any service animal that displays vicious behavior towards other guests or customers may be excluded. You may not make assumptions, however, about how a particular animal is likely to behave based on your past experience with other animals. Each situation must be considered individually.

Although a public accommodation may exclude any service animal that is out of control, it should give the individual with a disability who uses the service animal the option of continuing to enjoy its goods and services without having the service animal on the premises.
momsey on 09/17/2010:
jkt...that is the rule of every pet friendly hotel I've ever stayed in - dogs aren't allowed to be unattended in the room. Of course a lot of people probably leave their dog(s) behind because of course there are places you can't go with a dog. We are included in that. But of course if you get caught, you'll get kicked out! Luckily for us, we've never run into a problem.
angelout on 09/18/2010:
I must stand by my remarks. The manager was not pet friendly, she was pet tolerant. We had 2 rooms , and the place is very sound proof. The only way you could hear them was in the hall. A dog in a hotel will bark the first day when he/she hears sounds in the hall, that is not "out of control" behavior it is normal and a pet friendly place would get that. The GM left a rude message saying the maid heard the dog. Well, I am sorry we inconvienenced her from the hall. We even had the dogs sedated so I know they were not that loud. It was also between check out and check in time. So we basically had the maids concerns put before ours. She failed to fix a broken light, was very rude and frankly I think she wanted to show her authority. She was not hospitable and also the staff gave us inaccurate info and nobody would own up to it. We were told we wpould get the AAA discount at check in by showing our card. Based on that information which I was definitely given I did not cancel a standing reservation at a higher rate and rebook as I could have. I confirmed the rate issue and also the degree of barking allowed prior to my stay. My dogs were quiet the entire time, except for a sporadic bark from noises, totally normal. We spent quite a bit on these two rooms but we couldn't do anything as a family because I was afraid to leave the dogs alone. She gave me the impression she would remove them AND OFFERED TO SEND US ELSEWHERE. That's how she came across. I would not bad mouth this place without reason. I am warning pet owners that your dog better not bark AT ANYTHING! If your dog is like that then you won't have an issue, but mine have a personality.
Alain on 09/18/2010:
I'll toss this out for consideration. There are some houses for vacation rental in the Carbondale area available that are pet friendly. They run from $975/week up and you'd have to reserve in advance with one of the local realtors. They'd be about 20 minutes drive time outside of town, but it would avoid the problem you just had.
Anonymous on 09/18/2010:
Your review mentions 1 dog, 1 bark.
Your comment mentions dog(s), sporadic bark(more than 1).
"We even had the dogs sedated"

Just how much did your dogs enjoy this vacation?
jktshff1 on 09/18/2010:
My dog does what I tell him to. Acts better than most kids I know. It's called training.
angelout on 09/21/2010:
Look, if you are a person that books at hotel that advertises as dog friendly and they charge you considerably, it is very out of order to not be dog friendly. My questions about their pet policy were all asked in many conversations prior to this stay. And trust me, since I am being forced to go into detail I was told just about everything to get my business. Asked if they could bark in response to hall noise, asked if they could be left alone, even said family had a bad year and we needed to get out,all this was covered. I was told oh yes, yes of course you can leave your dog, gees its a resort town people, oh yes we know dogs bark that's why we put them all in one area. You know why I asked, because if she had told me what jerks they were going to be I would have gone to a house or lined up a sitter. I am glad my babies went, they had a great time. I am glad they bark when they hear people at the door.
We had 2 suites wall to wall. I could go into the next one and not hear anything, the place is solid. THe only way they could bother a person is if they were standing in front of the door.
I confronted them about an out and out misrep they made on the rate. The asst mgr suffering from a quasi Jet- Blue attitude snitched to his GM who then acted like a first class misfit in terms of being a cordial friendly person. Telling me how the maid heard my dog bark in the hall and basically threatening to throw us out. That's out and out BS, horrible and I would have to say the behavior again is very pet unfriendly and unfriendly about other things as well if you have an opinion or disagreement. A true pet lover would say...."your pets must not be used to this new place, could you make sure they keep it down later when people are checked in? Sorry about the rate misrepresentaion, maybe we could make a compromise."
No, they were hostile and on a power trip and I have stayed at many places and NEVER had such horrid attitude about my dogs. I am the last person in the world to tolerate a constantly barking dog, but if you can not handle some barking you cannot handle pets, period. We found a schnauzer running around the hall, kids yelling and running, other dogs barking, we dealt with it.
There are many animals on the earth that need homes. We make huge sacrifices in our time, money, and life to do our part to take care of three dogs and a cat. Its usually the people that aren't doing anything that complain, like thinking they are the only ones that have the right to breathe the air. Well, news flash, GOD made the animals and we are the caretakers, what are you doing to help???? Are you taking a pet in from your shelter or just thinking about how other animals inconvienece you, just a thought folks. final post on matter
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Car damaged by a Marriott valet
Posted by on
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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Sexual Assault at Beijing Marriott: No Assistance from Corporate
Posted by on
BEIJING, CHINA -- After being sent to the Spa at the Beijing Courtyard (down the hall from the hotel), I was sexually assaulted and my adult daughter harassed by members of the spa. This spa is associated with the Marriott, charges massages to the room, and has special Marriott prices, and brochures in each room. It is the only spa that the Courtyard Beijing uses. After a weekend of frantic calls and emails, I continually got the runaround and told to talk to management at the hotel. No one spoke English. I finally got consumer complaints on Monday, only to be verbally abused and demeaned by 2 supervisors. They refused to connect me with their legal department.

The details of the assault and harassment are humiliating and painful. I have had no assistance, and only the Beijing Courtyard will speak to me. They are insisting I speak to them with the spa people and have a translator. To this date, they will give me no information as how to proceed.

I am appalled, damaged, hurt, and in shock. I have been a Marriott Platinum member for years, and cannot believe the casual treatment I have had.
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RestaurantGuy on 08/06/2009:
What did the Chinese police tell you when you reported it to them
spiderman2 on 08/06/2009:
If I were sexually assaulted in a hotel I would call the police, not the hotel. They will find out when the police show up.
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