MONTREAL -- I have an unresolved issue with Marriott customer care. As a long-time Gold member I expected Marriott to do something for me. During the last 5 years I booked at marriott.com maybe a hundred times but for the first time this happened: looks like while booking I might have missed "non-refundable" rate type. Then I did cancel this reservation before 6 pm arrival day.
Then recently learned from credit card statement that Marriott charged me for two nights. These were Friday and Saturday - the busiest nights for Montreal downtown, and I am sure Hotel (Residence Inn Montreal downtown) has booked out this room for somebody else so they've got double pay for one room. I asked them to do one of these for me: full refund, 2 free nights, extra reward points enough for 2 nights. But unfortunately Marriott's customer care doesn't show any signs that they would be willing to do anything for me...
OAKLAND, CALIFORNIA -- Don't expect service or much assistance from this hotel. Desk personnel couldn't care less about any issues you bring to their attention. We arrived exhausted late at night to find a tour bus and about 100 tourists blocking the entrance to our parking with no Marriott personnel present. When I complained at the desk 8 minutes later, after receiving glares from the desk clerk and a "can't do anything about it", I had to sharply tell the tour manager to let us through.
I received an ovation from several of the people lined up out of their cars out to the street. No one could back up into traffic. The place was virtually empty of personnel. We asked to have our luggage brought up and were told they didn't have anyone available.
LINCOLNSHIRE, ILLINOIS -- I am scheduled to attend a conference in Lincolnshire, Illinois (approx. 3 hours distant from my residence) and had a confirmed reservation at the Marriott Lincolnshire (in Lincolnshire, Illinois). The conference has been scheduled in Lincolnshire contiguous to the Marriott facility based upon Marriott's assurance of adequate rooms for those attending.
I receive a call however, no apology, no I'm sorry, nothing other than "We are overbooked, your room confirmation here is canceled but we can stick you down the road in our cut rate run down motel." Typical poor service by a corporation that in time will wake up wondering why they are losing money and want the taxpayers to bail them out.
WOBURN (BOSTON), MASSACHUSETTS -- The Courtyard at Woburn is about 25 minutes out of Boston and I found myself booked thereby my company when hotels in Boston were full. I had early morning meetings in Cambridge both days of my stay. The short story is that the taxi service in Woburn is overwhelmed in the morning and never responded to the call (second day never responded to a fixed appointment made the day before). After a 30 min wait the manager made a special arrangement for a private town car and offered me extra reward points for my trouble.
The second day there were more troubles. By the time I needed a taxi at checkout the manager waited only 10 minutes before getting out her own car and taking me to the airport shuttle. I appreciated her care for my situation, her solutions, and her aggressive work to ensure that I could make my appointments and my plane on time. Congratulations, **! I will recommend your hotel to everyone! I hope that Marriott also rewards your exceptional service.
LONDON -- I booked a six-night stay at the London Regent's Park Marriott on the internet for a decent, yet unspectacular rate of $225/night. I cancelled the day I was supposed to arrive, and Marriott has charged me for the full six nights. I got absolutely no service for this; only the chance to play around on the Marriott website. A decent cancellation policy would be to charge for one night and provide credit for the remainder.
Marriott will not refund or allow me to rebook. This is the worst policy I have heard of with any hotel chain. Do not book with a Marriott when you have so many other choices. It's just not worth it. Also, their complaint channels are anonymous and faceless. It's hard to get a full name out of anyone you might complain to. They all run and hide. It's very unprofessional.
CORK, IOWA -- I cannot say how stressful my wife and I have found our recent experience with their Cork Centre. We were the proud owners of three timeshare weeks at Marbella (Beach Club). Two were fully paid for and one was being paid for monthly. I became very ill and made an arrangement to pay a larger monthly sum to them 300 dollars rather than 200 dollars to make up for five months missing payments. They continued to take my 300 dollars every month - which was very hard to find in our circumstances but refrained from advising us that they had revoked our ownership.
£5000 circa which had been paid to them over several years has been lost as well as the ownership and additionally we have experienced the most awful service from Cork office. Their senior will not speak to us but relies on inaccurate records. His staff and administration has lost documents, sent others to wrong addresses and generally caused us considerable heart ache and trouble. We are now £5000 down and have nothing.
Beware - do not get involved with this organization who were once excellent. J W Marriott who wrote The Spirit To Serve would I know take a very dim view of ** team and their inefficiencies. Has anyone tried to make a complaint about Cork to Salt Lake City? Try it. Cork intercept the complaint and keep it from their chief office over the water.
BATON ROUGE, LOUISIANA -- I was a fan of the Marriott Hotel until last year when I was on a tour of the devastation left by the hurricanes and was injured due to the Marriott Hotel's negligence. The hotel staff decided to continue operation of an elevator that was stopping about a foot above the floor. The sad part is that when the coordinator of our tour notified the front desk of my injury, they said the elevator had been malfunctioning and they had a call in for maintenance. Clearly, with three elevators in service, an elevator that was not stopping in line with the floor, should have been taken out of service until the maintenance crew arrived. At least, they could have put a warning sign up.
To add insult to injury, the incident occurred in August of 2006 and they refuse to pay my doctor unless I sign a release and accept less than I lost due to the injury. My doctor is still not paid as of April 2007. I didn't go running to a lawyer thinking they were the great Marriott and would treat me with respect. Wow, was I wrong. Who would have thought the Marriott would treat a guest this way.
FORT WAYNE, INDIANA -- I made a reservation at Fort Wayne Mariott on 2/18/07, I couldn't find the directions to Mariott and called Cust Service. The cust. service agent gave me directions to Courtyard Marriott instead of Mariott (I didn't know both hotels were different and located on same street). I told receptionist at Courtyard that I had a reservation at Mariott and she checked me in, she didn't tell me that I had to cancel other Mariott, as they were different. I saw my credit card statement and saw that I was billed for a day ($114.24) at Mariott as I didn't check in.
I made a formal complaint to Mariott last week and had to call twice to hotel and they came up with reply today saying that they cannot honor my cancellation. How can I cancel my reservation if I didn't knew that both hotels were different? The reservation clerk was rude and didn't care when I said I would take it to next level or complain to BBB. This is high handedness on the part of Marriott Staff.
I recently stayed 90+ nights at a Marriott hotel and did not even realize my Marriott Rewards points were being redeemed for American Airlines AAdvantage frequent flier miles, which have no value to me. Besides, trading the Marriott Rewards points for AA miles is a terrible deal. I would have gotten approximately 5 free nights but instead I got around 1/4 of an airline ticket.
I called customer service and was told by a worker and a manager that they cannot reverse the automatic point transfer to American Airlines. They even said that they've had this request many times, which begs the question: If you have a problem that is causing pain to many of your customers, why don't you fix it? As a customer, I don't care about the problems with a company's systems. All I care about is getting what I expected for my money, and for staying 90+ nights and spending $7000 I expected more than a few worthless frequent flier miles!
OAKLAND, CALIFORNIA -- On September 24th, of 2006, I was put in a difficult situation after having to switch my flights around in attempt to avoid sleeping in a deserted airport and missing school the following day. This placed me, in downtown Oakland at 1:30 am. As an international student and extremely unfamiliar to my surroundings, I sought out the nearest Marriott hotel, an establishment of which I have been a long time customer. My attempts were successful at trying to avoid any situation that appeared dangerous, miraculously, as someone carrying luggage and a laptop bag stand out as perhaps a prime target.
Upon arrival at the Marriott my intentions were to request a discreet corner where I could sit for 2 hours to simply work on my laptop as I wait for the Transit system to start running in the morning (only 1.5 to 2 hours). To my disappointment, the desk manager on duty turned me down, and rather than allowing me to stay in their empty lobby where I could have felt safe and warm, I was put back on the street. As a result I cannot see any reason for me to continue my business with this hotel chain, there are plenty of other establishments which I am anxious to support.