Marriott International - Page 3

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50 reviews & complaints.

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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.

THEIR CUSTOMER SERVICE PEOPLE ARE USELESS AND TELL YOU NOTHING BUT THEIR COMPUTER SCRIPT.

BUYER BEWARE.
     
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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"...do 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!!!!!
GTOgo
     
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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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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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Internet access
Posted by on
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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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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Time shares Don't work
Posted by on
MAUI, HAWAII -- Do not buy a Marriott timeshare. We were told a 2 bedroom lockout room at maui ocean would be easy to used to come to Magi, or trade to go other places. This is not true. If you want to travel during school holidays or summer good luck. We have submitted requests on the opening day, for multiple resorts, and multiple dates. We have been successful one time. We can't even go to our home resort. Unless you can take your kids out of school to travel you will be bummed.
     
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Marriott Residence Inn Washington DC
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WASHINGTON, DC, DISTRICT OF COLUMBIA -- I stayed there for a weekend with my Pit-bull. That is right with my dog. The staff was great. Nobody gave me grief about the type of breed, and was very sweet to him. The room was immaculate. The complimentary breakfast was ample with plenty of variety, fresh and delicious. The staff is extremely helpful in all matters and very polite. They made my DC visit a pleasurable experience and I will be staying there again upon my future visits to DC.
     
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London Regents Park
Posted by on
I recently stayed at the Marriott’s London Regents Park Hotel. The hotel is actually in /near the Swiss Cottage area.

The hotel staff is non responsive. The hotel rooms and hall has a musty odor. As a Platinum Member, I was not treated well at all, I can not imagine how others would be treated. The maid did not pick up used cups, and never changed our sheets, but took the time to take the water bottles we were keeping cool in the mini – bar fridge out.

I would not recommend staying.
     
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