Marriott Rewards Customer Service Complaints - page 2

User Reviews, Ratings and Comments

Marriott Rewards customer service is ranked #221 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 44.82 out of a possible 200 based upon 107 ratings. This score rates Marriott Rewards customer service and customer support as Disappointing.

NEGATIVE Comments

92 Negative Comments out of 107 Total Comments is 85.98%.

POSITIVE Comments

15 Positive Comments out of 107 Total Comments is 14.02%.

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Disappointing Overall Customer Service Rating

  • Marriott Rewards

    Customer Service Scoreboard

    • 44.82 Overall Rating
      (out of 200 possible)
    • 92 negative comments (85.98%)
    • 15 positive comments (14.02%)
    • 1 employee comments
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    • 2.0 Issue Resolution
    • 3.3 Reachability
    • 3.0 Cancellation
    • 3.6 Friendliness
    • 3.5 Product Knowledge

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Posted by Trystlass


I have endlessly tried to have about 14 stays in Marriotts for October-December 2013 added to my Rewards points. I have sent in missing stay requests, I have scanned all the bills and sent over to one of their customer specialists, I have emailed - frankly I have tried everything but to absoluely no avail. I stay in Marriotts almost every week and the points are important to me. Love the hotels - hae the reawrds. Frankly Marriotts could learn a lot from Hilton if my experience is anything to go by.

Posted by krk


I called with a problem with a credit to my account. I have had to call five times and have spoken with six different people. One was very helpful but when I was placed on hold it sent me to an extension to leave a message. Called back and after holding 14 minutes spoke with someone who had to confirm a number, put me on hold and I was sent to another person who knew nothing and I had to start over. This person said he was a supervisor - I let her know I was becoming frustrated and explained what happened this morning and the response was "I am sorry you feel that way." I asked for her supervisor and she said she did not have one and refused to give me any additional information about how to file a complaint. This is crazy for a company like Marriot.

Posted by Anonymous


I recently stayed at Courtyard Marriott in Springfield, MO on Dec 5 and due to bad weather had to stay again the night of the 6th. My daughter and 14 month old grandchild flew into Springfield on the 6th. The refrigerator in our room, 328, was not working and I had made that known to the front desk on the evening of the 5th because I knew we would need to store milk for the baby there. Needless to say we did not get refrigerator until the next day around 2:00PM. The baby needed milk and I went downstairs to ask to purchase some. The refrigerator was locked and I was told that we would have to wait until 5:00 PM to get some. I told them I did not think that this would look very good to read in local paper that baby needed milk and it was available but no one would get it for me. At that time a man went and got a key and opened a refrigerator and filled the bottle
But was ever so rude, as if he were put out to do this. I would hope that in a snow storm, such as clion that just blasted our area. We live 100 miles away and could not get home. We did, however, leave this rude place on the morning of the 7th. The only people that were nice was the lady that drove the shuttle and the housekeepers. Would appreciate a call. Thanks

Posted by Mike


I ordered wine with by the glass at dinner at the Marriott Hotel beach front restaurant in Kaanapali, Maui. The first glass tasted like it had been open and turned to vinegar. Same with the second and third choices. On the fourth choice I ordered a bottle of wine and it too wasn't good even though I am familiar with the brand. The waitress poured a full glass out of the bottle and said you won't need to test this one. In fact did but wasn't given the option. I have never had four wines in a row be so bad. I suspect that in such a warm climate Marriot is not properly storing their wines.

Posted by Anonymous


I see others have had similar experiences as I. I have been a loyal Marriott Rewards member for approximately 12 years. Howver the years, the program has gradually gotten worse and worse. I do understand that they had to make the rewards a little less "lucrative". That part is no big deal.

Without going into all details, I'll skip to the terrible customer service. When I contact customer service via email to express my frustrations, the attitude is generally that they do not really care or value me as a customer. Typically, their responses make it clear that they are not even reading my emails, because the responses often do not even address my complaints.

The Marriott Rewards program is a hollow shell of its former self, and at least at a corporate customer service level, they seem to treat customers as if they do not need us.

Posted by silver31


I reserved a room for two non consecutive nights using reward points (30,000 points per night) in same week at JW Marriott Cusco Peru. I reserved an Inca Wall room which are very few. Someone by the name of Jo at Lima without informing behind the scenes sneakingly and roguishly changed this room to a plain room. I would not have found this out but he/she made a mistake since I had reservations for two separate nights in the week he made one of the reservations for the full week so I had overlapping reservations now. I called the gold member line and the customer service. Going around and around in circles. The problem is there are no inca wall rooms left for that night so he changed mine to give it to someone else. Very very bad on Marriott's part.

Posted by Anonymous


I had reservations to stay 2 weeks ago and cancelled 5 days before. And I still haven't got my $250 deposit back. Every time I call I talk to a foreigner or get put on hold for 30 mins.

Posted by Mad platium member


Marriott has dissopinted and insulted me on so many levels as a loyal guest .. If I were you I would run from Marriott reward s because it means nothing to them !!

Posted by Anonymous


I stayed at the Marriott Courtyard San Diego my room
Was broken into , and my beatiful Savorski ring was
Stolen management refused to write a report or file a
Complaint . I have traveled extensively about
175 days a year this is the least secure and compassionate
Place I have ever stayed! Spectrum Center San Diego

Posted by Debra C


I just hung up the phone with Debra C at ext 8005 who is very rude and was very nasty on the phone. I ask her for her last name and she said it's four Debra here and I don't have to give you my name. I had question to ask about my account and was trying to find out what I need to do about getting a promotion. I have been a member for a very long time and me and my family have spent alot of money with marriott. I know the owner would be sad to know that part of his staff is providing poor service to paying customer. I hope they can pull the phone records to review my call. I will take legal action in this matter. I have had also some great service from this department and I wish them all the success but this customer service was as poor as it come.

Posted by sweetcitywoman


In Feb of this year I was invited to a surprise party in Madison, Alabama being given for a friend. I decided to bring my daughter and her 3 little boys, ages 7, 4 and 1 along with me so we could visit the Space and Rocket Center while we were in town.

The closest hotel was the Huntsville Marriott. I expected a quaint stay, the prices looked reasonable, and decided to call for help booking a room for one night and a package for the following night's stay. I think I woke the front desk clerk up with my call - she was rude and beligerent. When I told her the rate I was viewing on the interent on THEIR WEBSITE, she rudely informed me I was mistaken. There are NO rooms at their hotel for that price. Um ok, it's your website but whatever. So I asked for reservations and was able to speak with someone who confirmed the rates I found online and helped complete my reservation.

I thought about it for a bit then decided to write to the hotel to share my phone experience; sometimes it helps if you point out a problem with customer service and management can address it. To my pleasant surprise I did indeed receive a response thanking me for taking time to share my concerns and assuring me I and my family could look forward to a warm welcome and a happy stay. I was relieved.

Upon check in the hotel manager who had responded to my email was present. She was very pleasant and even threw in free breakfast for us as way to say sorry for your initial bad experience and thank you for coming. We started our stay with dinner. Hmmmm.... it goes downhill from here.

When you approach the restaurant you face a front desk with entrances to the two restaurants onsite to your immediate left and right. You cannot see into the seating area without entering one or the other of the restaurants. After waiting for sometime with no one appearing we decided to enter the restaurant and try to get someone's attention so we could be seated. No one was in restaurant. Well, it was early so we thought we were just the first ones in...no biggie. We just took a seat on our own. After a few minutes a waitress appeared looking harried and worn, and confused. The service was attrocious, the food was awful. Turns out they are down to only 2 waitresses on staff and one cook - everyone else had quit.

That night my youngest grandbaby became ill. After two baths and two wardrobe changes I decided to venture down to the breakfast area to get something that might help settle his stomach. It was 6 AM.

The restaurant opened at 7AM.

But the cook was setting up and I explained our situation and asked if I could just have some oatmeal and a banana or two. He was happy to accomodate us. As I was leaving the restaurant I encounted the front desk clerk who demanded to know how I had acquired food when the restaurant wasn't open yet. He actually stood there yelling at me. I explained we had a sick child and since breakfast was included in our stay I didn't see the harm. Oh he was adament. No! We took food early and would have to pay for it. I told him I would not pay for it and would instead check out a day early!

What hotel trains their desk clerks to fight in the hallway with a guest?? I guess Marriot.

When I cooled down I wrote to Customer Service. No one contacted me. Two weeks later I wrote again. Did you get my email??

They wrote back. Oh! Sorry. We'll look into it. A few days later I received an email stating that according to their records I had received an apology already and free breakfast. What else did I want?

I'm sorry, what??

Marriott has taken control of the Opryland Hotel. Heaven help us. :(

Posted by withabeard


I'm writing to let the powers to be know the great stay i had at Residence Inn by Marriott-Union Hill in Cansas City Missouri.



Our stay was for two weeks while we worked a convention in the Kansas City Convention Center. Our company does extensive traveling throughout the country year round and have, obviously, stayed at many hotels.



I feel very pleased with the services but particularly with your team of employees here. During the time we were here staff were so accomodating. Every little thing asked for was made available including great restaurants to an extra carton of milk occasionally at bedtime.



A ride to the drug store ws no problem and directions to and from places to eat or visit were readily available.



Breakfast was a great perk and the dining area and lobby were always imaculately clean and inviting. House keepers were in and out quickly keeping the room in top shape.



I used the exercise room and sauna since I regularly work out.



I can't say enough about your staff. Extremely accomodating, friendly and fun. It felt like I was visiting relatives. By the way, I don't think they did these things because they were "told" to. I could see that it WAS THE KIND OF PEOPLE THEY ARE.



Be sure to let them know that their good work ethics were not just noticed but truley appreciated.



Mike Sherwood

Posted by Jdonovan


I am dissapointed in my experience with Marriott. Both the Melville Marriott and the Marriott corporation. I wanted to book 7 rooms and they would not give me any kind of rate and told me that normally amout of rooms that are booked that are large would be 150 and when I said I would call the Hilton which is a block away the lady said ok fine.

Posted by Anonymous


I stayed at the Fairfield Inn & Suites by Marriot Alanta Downtown, 12/27/2012-12/29/2012. My car was parked by Valet and broken into. The person stole my ashtray out of my car(with change in it)because the Valet Boy didn't look my door or another person door wasnt looked either. Their car was also broken into. It's going to cost me $250 to replace my ashtray on my M45 Infiniti. One of the Valet boys told me I was lucky they didn't bust my windows out and that this happens all the time. I filed a complaint with the G.M. and have not head back from him. Yes the General Manager of Marriott. I will never stay at any Hotel affiliated with Marriot again.

Posted by RAM


I have been a long time customer of Marriott hotels and have stayed on both business and personal. Today I had the worst service immaginable on the phone with the Rewards desk. System down, no idea when it will be up, can't find my reservation, can't give me any details. Treated like crap by the agent. Asked for his name, he came back, FOR THE THIRD TIME MY NAME IS ANDREW. Something big has changed in the last few years and I know I will now find places that know about customer service.

Posted by Anonymous


The sunnyvale marriots service has had the worsed customer service. The AGM,GM and operations Manager for the front desk spends little time knowing what the customer needs for their stay. They are more worried about how much they will charge you if you don't stay as long as you planned or give any breaks for the long term guest. The operations manager spends little time with the customers and when she does she doesn't listen or do what they have asked of her and then personnel at the front desk then make excuses for her incompetence. I think the corperate office needs to look in to this and start making changes to the upper so called management around the place and get it to a state where the customer is first and not just a room number.

Posted by Anonymous


This marriot in Sunnyvale California is the worsed that I have stayed at. For the most the people that work the front desk are friendly and willing to help. As for the AGM,OM at front desk and GM are the least helpful and more worried about how much they charge for the room. They also don't listen to the request that are asked of for extending the stay, billing, cleaning, adjusting the heat or air conditioner, dropping off mail, food menu which caters to India and Asia. The shuttle that goes nowhere. And for the Transient tax the place has the ability to not charge the tax but chooses not to. This will be my last stay with the place after staying from mar14/12 in bakersfield to now in sunnyvale dec/12. Unfortunately for the other places that were good, this has ended my dealings with marriots and I will be telling others about this problem.

Posted by Anonymous


The Marriott Customer Service was most ineffective and not helpful at all. If I could give them - 5 rating I would.

Posted by tracey mcdonald


i have been staying here for a workshop that is done monthly. My experience has repeatedly been negative.. last time the tv, internet and the ph didnt work from some static interference . I had to ph the IT help desk on my cell ph to attempt to get it fixed (and it wasnt). this time it is the fridge and my booking. I had a king booked then that wasn't so when I arrived and the fridge interior was at least 10 degrees higher than the exterior aka as the room. your staff, while not rude, convey the very strong impression that I should go find someone who cares to tell this stuff to. My experience of the Marriott at San Mateo has every time been negative. I wont stay in another of your hotels regardless of whether a conference I am attending is there. I feel so strongly about the terrible service I have recieved I will travel to attend any conference rather than stay in another of your hotels.

Posted by Tonyw


I'm done with Marriott. They put bogus charges on my room. The never answer the hotel phones and customer service can't even email in complete sentences and ignores what you've asked them. Moreover, they always say they have no record of your stay so that they can try to scam you out of Rewards points. They're shady as can be. Go to Hilton.

Posted by kmh


customer service is horrible...never returns your call, screwed up a reservation and no one can help starighten it out...2 days I am trying to resolve it and everyon ekeeps pushing it ot another department....thank god for the Hilton, going back

Posted by jeffreyd


I booked a family vacation using my Marriott Rewards points. upon check-in, I informed the front desk that I was using points and asked if they needed to see my reward card. All I was told was that they had my number on file. Upon my check-out, I received a bill for almost $1000. When I again informed the front desk that I was using points, I was told that it was too late to change the bill, since I'd already completed my stay.
Several phone calls to Customer Service resulted with the same response. I was told that once a stay is completed, it is Marriott's policy to not change bills. In talking to five different customer service representatives, I never received an apology, no offers to rectify the situation-nothing. The Customer Service representative were extremely rude and could not care less about my situation. Prior to this occurance, I was planning reservations for eight for a month long business trip. Upon informing one representative that I would now be booking with a competitor for this trip, I was told that it was my choice to stay where I wanted to stay.
I challenge anyone to go to their website and find more than 5-6 references to customers or guests. At least seventy-five percent of the content of their website is geared toward profitability, their associates and community involvement.
Good luck to anyone who encounters problems with Marriott hotels, in particular, Marriott Rewards.

Posted by Xcustomer


Called Marriot Reservation customer service to book a reservation using Marriot Rewards points and the lady was very rude. She would not clarify anything and was almost scolding me for troubling her with my reservation. I had bothered the lady for only about 1 minute with a very simple question about the rewards points and my reservation and she could not answer it. She just hung up the phone. WTF ? This may be unbelievable for many, I am in disbelief.

Posted by Anonymous


The last dealings I have had with Marriott was rude reservation personnel.
Also, I previously had bad experience with time share sales,way to aggressive. As a consumer, I don't welcome the abuse or rudeness. I can do without your company. How many consumers can you do without!

Posted by Frustrated


The promotional emails Marriott sends out are not accurate or true, I called to make a reservation with a hotel in New York City at the advertised price for 5 separate Hotels. The reservation specialist tried to look at all five hotels for the advertised price. For example one of the hotels was advertised at $149 the best she could find during the week in November was $219. She reviewed the other New York City hotels with basically the same if not worse. I questioned the integrity of Marriott for sending out this email, she apologized and sent me to customer care. Customer care said he received phone 5 phone calls about the same problem. I asked for another person I could talk with about their integrity. Now mind you both reps so far were really nice however the next person who was Ms. Rapich was not, she was rude and angry I had her number. She said she worked for a Marriott official she was rude the entire phone conversation. Ms. Rapich you need a few lessons from the customer care reps.

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