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Marriott Vacation Club - Stay Away
Posted by on
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.


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Anonymous on 03/24/2009:
With the economy the way it is I bet a lot of people cannot afford a time share. This might not have anything to do with Marriot
Slimjim on 03/24/2009:
Can't resell a deeded property?? Good post and warning.
ks1kick on 11/24/2009:
Sandra P on 07/04/2011:
Getting ready to do battle with MVCI. Finding out just how difficult it is going to be to get any vacation time with them and the new system is not helping. Regretting decision to vacation with them.
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Marriott customer service doesn't show respect for a long time Gold member
Posted by on
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 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...

Dr. Alex S.
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Hugh_Jorgen on 04/30/2008:
You didn't specify what type of doctor you are, but I am curious.....If you are an MD, do you charge patients for appointments canceled less than 24 hours in advance? If so, do you waive the charge for long-time patients?
bargod on 04/30/2008:
Good point,Hugh. Also asking for a refund PlUS four free nights is a bit much.
Anonymous on 04/30/2008:
Did you try calling the gold phone line. You'll find it online under customer support on the 'My Marriott Rewards Account' tab. A documented 50 to 75 stays per year warrants a little special consideration. That's a lot of loyalty in a very competitive market. Stick in there and good luck.
bill on 04/30/2008:
I think you misread what he said bargod. He was asking for either a refund OR 2 free nights, not both.
Ponie on 04/30/2008:
'...while booking I might have missed "non-refundable" rate type.' There's your problem. Since you stay there so often--100 times in five years!--I would think you'd be familiar with their website by now. But then...
bargod on 04/30/2008:
No bill, he says" full refund, 2 free nights, reward points for 2 nights" that comes to four nights if I read it right.
bargod on 04/30/2008:
opps your right.
jenilynne1984 on 10/30/2008:
WEll if you stay at Marriott all of the time then you are aware that we do offer cheap rates that are non-refundable. Do you think you are the only "Gold Member" who misses this policy of it being non-refundable it seriouslly happens all of the time TO THE POINT TO WHERE WE HAVE TO STOP OFFERING NON-REFUNDABLE DISCOUNTS because people are too busy and stupid to read the fine print as they wodner why they got a cheaper rate this time. I understand you are a Gold Member but this problem is a dime a dozen issues because of people like you and yes Dr, what about if people cancel with you? Open your eyes
goatelite on 05/18/2009:
Tell you the truth it's not up to Gold Elite Line or Guest Relations to refund these rates. ANY CANCELTIONS after cancellation time or non-refundable rates are up to the hotel to refund. We can only ask the hotel to cancel with no charge or give a refund.
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Personnel-Oakland Airport Courtyard by Marriott
Posted by on
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.

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Anonymous on 04/14/2008:
Thanks for the post. It sounds like this place's manager needed a manager. (Picture me also applauding you!)
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Overbook room cancellation
Posted by on
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 bale them out.
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Anonymous on 01/25/2008:
Did the organization sponsoring the conference reserve a block of rooms for those attending? Usually there are only a certain number of rooms available. Usually first come first served.
Did you tell the person that you made the reservation with that it was for the conference scheduled there?
Have you spoken with the sponsors of the conference to complain about the lack of rooms available? Maybe they will have some influence on getting you a room at that location.
timothyp on 01/25/2008:
The Marriott organization (my opinion) vast number of liars, cheats, crooks and thieves. Our reservations were confirmed (with credit card)on 1/3/08 and at the "special" group rate for the conference. So certainly the idiots knew we were attending the conference. We booked for 2 nights ($99.00/night) which allowed the clowns to try to get real cute. Marriott "walks" us over to this cut-rack shack where a 2 night stay is $69.00/night. So what happens? Marriott tries to charge $99.00/night for the night at the cut-rack shack. We have told the group sponsors we will never, ever return to the clinic and at $150.00/ea, that in itself hopefully will induce them to find another location.
GothicSmurf on 01/25/2008:
If there is a conference, there is always a chance for an over booking. And this is with ANY hotel. Every year I fly down to Georgia for a festival and EVERY YEAR the hotels over book and transfer others to a different hotel. This is one way for them to minimize any last minute cancels. One year, my roommate and I decided to let the hotel move us, we got one free night and a discounted rate of $99 a night for the remainder of our stay. It saved us $150 a night by doing that. Sure it was a little farther to walk, but turned out in our favor.
timothyp on 01/25/2008:
walk here in Illinois, yesterday -5 degress, today between 10 - 15 degress. I am not sure about you and your roommate, in the event a motel accepts my "guaranteed" reservation which they will and happily exercise in the event of a no show, I expect a room. I avoid Super 8's or Motel 6's just to eliminate a lot of stupid screwing around. I am not interested in saving $150.00 or I wouldn't accept the rate offered in the first place. I am interested in a contract made and a contract fulfilled. Perhaps you should do a bit of research on Illinois Code with reference to the Consumer Fraud Act.
GothicSmurf on 01/25/2008:
I used to live in Minnesota and the 10-15 degrees is summer! It's not consumer fraud, it's the same thing that airlines do, over book to maximize profit.

I don't care about Illinois code. What is your solution? They don't have a room for you, period. Those rooms were booked by others who happened to get there before you and are now full. Would you like them to sign over the keys and give you the hotel?
Principissa on 01/25/2008:
I agree with Gothic. They didn't have a room for you. What did you want them to do, set up a cot in a closet, kick another paying customer who made a reservation out of their already paid for room to accommodate you? I don't think so. There is a certain time you have to check in, unfortunately if you arrive after that time they can and will give your room to another paying customer. It is not fraud at all. Fraud would have been them telling you they had a room and charging you more from what they quoted.
jktshff1 on 01/25/2008:
You are in the Republik of I'll. what do you expect?
Anonymous on 01/25/2008:
jkt,which "Republik" do you live in?LOL
jktshff1 on 01/25/2008:
Sorry for that, it's a gun control thing.
TN, which by the way, recognizes the 2nd Amendment, unlike several other states that don't believe a person should be able to defend themselves or their family. I'll. and the "great" city of Chicago are a couple of the worse offenders.
Principissa on 01/25/2008:
jk here in KY I am legally allowed to keep my 9mm in my home to protect my family. I also have a permit to carry meaning I can protect my family in my car, since its considered my property here in the Commonwealth of KY.
jktshff1 on 01/25/2008:
KY is one of those good ones and my permit is good there also.
Glad to hear that you had the gonad's to get your permit and exercise your right to self defense. Glock 27 .40 is my choice of carry.
I'm am not slamming anyone who decides that that is not for them, it's a matter of choice, only the states that do not recognize that right.
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Rip-off ... charging for alleged smoking...charging an extra day on credit card
Posted by on
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!!!!!
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Principissa on 12/04/2007:
Sounds to me like you got caught smoking. So why are you upset that they charged you? They have signs on the front desk at check in stating the policy and also on a sign on the door and also on a small folded card on top of the TV. We just stayed at a Mariott when we went home in the beginning of October.
*Brenda* on 12/04/2007:
You checked in, went directly to sleep and then it took you two hours to clean until you were ready to check out? Yeah right!
jktshff1 on 12/04/2007:'s also on the paper you sign when you register. It's usually one of the spots you initial.
There is also a no smoking sign on the door of the rooms..
Anonymous on 12/04/2007:
GTOgo, I don't know but I have heard of this. I too stay at a lot of hotels and I always try to get a NON-smoking room but 9 out of ten times when you turn on the AC or heater 5 minutes later it smells like a smoking room, maybe I should charge them?

Either way I think it is against the law for them to do that or it should be. You might call your CC company and dispute the charges.
killerklown on 12/04/2007:
It's not against the law for them to enforce their stated policy.
Nohandle on 12/04/2007:
GTOgo, I'm a bit confused by this. You stated you were charged for alleged smoking, I gather in a non-smoking room, and spent two hours cleaning the room. Did you in fact smoke in a non-smoking room and realize later it was a non-smoking room and there would be a $250.00 charge for this? If you are alerting other members to be aware of a new Marriott policy, many will appreciate that. I personally have never heard of a photograph being made of a room, after a guest leaves, to prove alleged smoking.
Anonymous on 12/04/2007:
I'm with Nohandle. I'm confused, as well. Another question -- are you sure you checked out before noon? If it was even slightly after, I could see why you would be charged an extra day.
FoggyOne on 12/05/2007:
So you smoked in the room and got caught. On their website they state they are a non-smoking hotel and being a non-smoker I know how pervasive cigarette smoke can be and how it stinks up a room. You spent two hours cleaning up the room? Did you wash the curtains, bedspread, walls, carpet - everything that captures smoke and makes it miserable for the next guest?

If you checked out at noon, didn't you get a receipt with the time you checked out? I've been traveling for over 30 years too and I always get a receipt when I charge a room. I thinkk the manager means he has pictures of you checking out after noon, not that you were smoking in the room (which you say you were not charged for). You are mixing up the smoking and the check out time.
GTOgo on 12/05/2007:
The receipt at checkout states checkout time on the actual day we checked out. Also shows balance owed as for one day.
There were no signs on the door. We were not informed at check-in of their policy. Perhaps, as several people have stated, we should have left bleu cheese and onions and cheap perfume in the room.....that certainly would not have left any kind of odor!!!!!!
jktshff1 on 12/05/2007:
Perhaps you should have taken the time to's people like you that give smokers a bad name.
This is copied directly from their web site
Hotel Highlights
* This hotel is nonsmoking
7. What measures will Marriott take to enforce this policy?

This policy will be part of our Quality Assurance process. We are training our associates to respond. For example, housekeepers will be taught to look out for signs of smoking in the hotel. Guests will be reminded at the point of reservations and upon arrival that smoking is not allowed. Pre-arrival email notifications will also include a reference to the policy. There will be a significant room recovery fee for guests who do not comply in order to cover the extensive cost of restoring guest rooms to a smoke-free condition
Just like your aren't listening to what people say, you're too busy trying to defend yourself.
Anonymous on 12/05/2007:
You smoked in a non smoking room.
You spent two hours cleaning (attempting to cover up the smell of smoke I presume?)
You are upset that you got charged for an extra day and claim to have been photographed which you state is illegal. No hotel is allowed to photograph guests in their room - the manager obviously meant they have you on video checking out after 12:00.
You don't have a valid complaint against Marriott.
GTOgo on 12/05/2007:
To justcuz, just to let you know, the manager of the Marriott has just refunded the 250.00 on our credit card. We did not check out late as you hint, and apparently our complaint was valid as the Augusta Marriott quickly corrected the error!!!
Kudos to the Augusta Marriott and their prompt response by the day manager!
Anonymous on 12/05/2007:
Thank you GTOgo for the up date and by the way you're welcome.
jktshff1 on 12/05/2007:
thanks for letting us know.
Anonymous on 12/05/2007:
Everybody run away DB will be here in 2 minutes!!!!
GTOgo on 12/05/2007:
Thanks to all who supported standing up for certain rights.
I couldn't read the website, as this was a last minute decision to stay in Augusta, and I was no where near my computer. I then would have been aware of their policy.
jenilynne1984 on 10/30/2008:
ALL Marriotts are 100% non-smoking now so pass that along. If the hotel employees suspect you are smoking, the only way to prove it is to literally see you or for them to get pictures. They are following their policy. People with health conditions stay at Marriotts because of the smoke-free policy...they shouldn't have to get sick because you can't read sir.
goatelite on 05/18/2009:
Not ALL MARROITTS are non-smoking just all the Marriott Hotels in USA & Canada and a few Hotels worldwide. ALLWAYS READ AND UNDERSTAND THE SMOKING POLICY AND CANCELLATION POLICY at every Hotel you book online or over the phone.
isabellebull on 11/25/2009:
Yes they tend to sneek up charges on you. We had $30.00 for three days parking, Not a garage valet just a parking space close to a high end mall. The topper was the cockroaches that would greet me in the morning as they momentiously ran back under the fridge! Watch the small charges and see if you are getting a deal or not. I know that I am out $2.50 for bug spray and $30.00 for parking, which was right outside my door, Come on now!!
Tman on 07/01/2012:
I/ am a non smoker-was just hit w/a 250.00 room cleaning charge in a Best Western property. Charge was added after checkout. Called and said I am a non smoker-did not smoke in room. Now I read about smoke catching in drapes it was nearly 100 degrees when I was in motel-moved drapes away from a/c to get cool air to circulate---probably cause------motel doesn't want to hear about it----far as they are concerned I am guilty-----sounds like a scam to me!!!!
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Bad experience from check-in to check-out
Posted by on
DANIA BEACH, FLORIDA -- I am a frequent business traveler staying in Hotel's an average of 225 nights per year. Most hotels rate average with a few rating as excellent. Fortunately, most hotels do not rate as horrible as the Spring Hill Suites located in Dania, Florida. This hotel uniquely qualifies as the absolute worst hotel stay of my career.

The highlights from my stay include: I was charged for valet laundry services that I did not receive. These charges were placed on my American Express card and despite my challenge still remain. I was also charged for store items that I never asked for nor received. I stayed at this property for a total of five weeks and only received housekeeping services on 11 days. Toilet paper, soap and other items were never replaced and when I went to the desk at night to get items I had to wait extended periods of time for a security guard to bring them to my room. I was checked out of my room mid way during my stay and had to check back in. There was no explanation other than being told I must have told them I was checking out, despite all my personal belongings remaining inside my room.

To make a bad situation worse the general manager promised many things that he never delivered. I feel as if the man not only missed out on a customer service opportunity but he intentionally lied to me.

I have contacted the property as well as Marriott Corporate on numerous occasions regarding the issues from this stay with absolutely no concern from anyone I have spoken with. I called tonight to cancel my future reservations with Marriott brand properties and the "supervisor" I spoke with obviously was getting paid by the hour and had no sense of ownership nor customer service.

At the start of this an apology would have been satisfactory but now I have reached a point that as a Platinum Marriott member I will have a hard time patronizing other Marriott brand hotels without this issue being dealt with. I will not contact them back, they have my contact information and can use it if they ever decide to get back into the customer service business.
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ZooVet726 on 07/25/2007:
Geez, I have had bad hotel experiences, but this is a hotel from hell. My family and I checked in to a hotel on the bad side of town in Savannah, GA. When we unlocked the door, there were people inside the room! I know a little about what you're experiencing. Also, American Express doesn't work with you on anything.
MRM on 07/26/2007:
ZooVet, was it the wrong room that you went into? I'm sure that was quite embarrassing moment as they thought you were a police or a robber breaking down the door!
ZooVet726 on 07/26/2007:
No, it was the correct room. We checked three times. No one got up and yelled at us when we opened the door. It was weird.
runner2 on 09/29/2011:
the bad side of town the issue was not that it is a computer error happens very rarely but it happens you people seem to forget human beings work here not machines and humans are not perfect are you.and did you have a later or no service tag on your door any of those days or put it up then took it off,I would say ya did .Try to do that job for that money n give a rats butt about all the cry babies.
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Business Travelers Beware
Posted by on
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 wakeup 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 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.
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Noneill on 01/03/2007:
Good info to post. People put a lot of trust in industries that employ low-skilled workers simply because of the size or reputation of the business. Big mistake. Hotels cannot possibly police their own employees so they are not likely to accept responsibility for missing valuables. Hope you reported this to the police, but you don't say if you did. I also hope if you had any confidential information on the laptop it was security locked.
rnick821 on 01/03/2007:
Police report? Homeowners insurance?

Anonymous on 01/03/2007:
If a hotel chain really wanted to be business traveler friendly they would provide computers bolted in the room like they do TVs. I hate lugging a laptop around with me everywhere and also there is no scenario unless the laptop was physically taken by force from my kung-fu grip that our corp bean counters wouldn't send me the bill if I had a laptop come up missing or stolen. Stolen laptops are not at all that uncommon for business travelers.
Hugh_Jorgen on 01/03/2007:
You can buy a good cable lock for your laptop that will allow you to secure it to a chair or the sink or some other permanent fixture when you leave the room. Most hotels limit their liability for anything stolen from your room so if you are really worried about an item ether put it in the safe or lock it to something big.
Anonymous on 01/03/2007:
Good advice Hugh. To the poster take it with you because if someone steels it the hotel will not give you a dime for it. They do not care what you do either. I learned that the hard way.
Shakra on 01/03/2007:
Hugh - good advice. Didn't even know there was such a thing.
simul8guy on 01/03/2007:
If you're such a seasoned business traveller then you'd know better than to leave a high value item in your room while you're away from the hotel. You should have brought it with you and/or locked it in the trunk of your car. Why should the hotel even take your word that you had a laptop? You could have been running a scam to ripoff them off. I'm sure that's not the case but I can understand how the hotel could take that position.
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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, Mr. King, 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 Mr. King 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.
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Marriott Rewards
Posted by on
I suggest that anyone with a Marriott Rewards account review their account after each stay to ensure that you receive your rewards points.

For 3 different stays I had to spend approximately 2 months going back and forth with Marriott to finally receive my rewards.

I will avoid Marriott stays in the future and probably use Hilton since they are much more responsive and helpful.
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MDSasquatch on 10/12/2010:
I love my Marriott Rewards; I used them for two nights in Puerto Rico before & after a cruise vacation. The room was great, right on the beach and they extended me the executive privileges because of my points.

Never had a problem with them.
MRM on 10/12/2010:
On the otherhand, I love my Red Roof Inn Rewards!
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Customer complaint
Posted by on
BETHESDA, MARYLAND -- Marriott rewards does not inform me of the points I have earned and I believe it is cheating me and I have no way to reach the company. I intend to file a complaint with the state of ma.
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Skye on 10/04/2010:
Marriott International
10400 Fernwood Rd.
Bethesda, MD 20817


Ben There on 10/04/2010:
Have you tried logging into the Marriott Rewards site? It can see a history of all of my points, and what partner companies I have assigned to them (I.e. I have elected to get American Airline miles with my hotel stays).
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