Marriott Rewards Customer Service Complaints - page 4

We booked our 4th of July family vacation through a rewards program and followed all the guidelines as directed. When we arrived all smiles at the front desk with our 3 children we were told we would have to pay out of pocket for the stay because they had not received the voucher. I showed the front desk staff all the paperwork and confirmation numbers but she obviously did not know what she was doing. She was rude and had no interest in helping us. We were assured a manager would contact us however they did not. On the day of our checkout I called the reward headquarters myself and got the situation cleared up. Turned out the Marriott had lost the electronic voucher they had been sent and were indeed at fault. My family vacation was filled with stress worrying about the over 600.00 bill the front desk had insisted I would be responsible for. At checkout I didn't even get so much as a sorry. I sent several emails to the manager but the best he could offer was a room upgrade! Sorry but after I cried myself to sleep the first night of vacation I felt he owed us a re-do. I will never give another dime to Marriott! So much for all their customer service awards!

I would like to submit my disappointment with the Marriott Buckhead, Atlanta.In June my daughters volleyball team stayed in the hotel. I was sitting outside with a few parents one night and left my purse outside at 1:30. At 4:30 the valet brought my purse inside. I was very relieved that my wallet was there. After I got up to my room I realized that my 35mm canon rebel was in there and was missing. I expressed how upset I was to 5 employees because I had not downloaded pictures of my dying sister in laws 50th birthday. I was also a little suspicious because if some random person found a purse they would have just walked off with the whole thing. A few people working at the desk agreed with me. When I said I would just like my memory card back (to 5 people) I never thought I would get it back. A week and a half after we got back the very nice woman from the desk called and said someone found a memory card outside. What a coincidence. I called the GM of that hotel and he said he has stellar employees and I was lucky enough that whoever has my camera didn't want me to lose my memories. Five people knew what was on the card the tall slender man working the desk at night, young woman working the desk during the morning, the manager, the assistant manager of valet and a valet worker. If the return of the memory card (the size of a quarter)doesn't prove an employee has the camera I don't know what does. Not very happy at all! To replace the camera is $600.00

We checked into JW Marriott in S.F. I just had my knee replaced 3 months before. On Sunday morning getting ready to go see the Giants play Philly I get a call that they lost my car keys. Not only car keys but my home key as well. After the shock that we can't use our car we take a cab. On the way to the ballpark we get a call that my keys were found in someone elses car?????

Come to find out that the Marriott parking attendents are not Marriott employees but are contracted out by the Marriott. The Marriott washed there hands of this and told us to talk to LLC ( the contractor) about our issue.

I have stayed in Marriott hotels all over the world. I will never stay in another. They can keep my rewards. I tired to contact Marriott customer service with no luck. Im done.

If anyone from this hotel chain wishes to contact me I was in room 1301 on Aug 6th, 2011 at the JW Marriott in SF.

My daughter and I are both Marriott rewards members. She, a platinum Elite member. She chose to "live" at Marriott as a land man for an oil company and had over 300,000 points. On July 29th, 2011 while making a reservation, she found that her account had been compromised and the thief had stolen most all her rewards points through "sky mall" which neither of us had heard of before. She was told the thief had changed her email and mailing address, purchased vouchers through sky mall and had them sent to an address in Missouri. (We think a desk clerk at a Marriott had something to do with this to have so much of her information.)
She has never lived there and we know of no one in Missouri. Why is she having to contact police in that state, fill out lengthy forms, and contact a generic customer service number at Marriott each time to retell the long story to a new cs member? Marriott acts like they don't plan to return the points to her account.
It appears too easy to change emails, addresses, etc. and WHY IS SHE, THE ELITE MEMBER, HAVING TO DO ALL THE WORK TO LOCATE THE BREACH OF SECURITY TO HER ACCOUNT? IS THIS THE WAY WE REWARD AN ELITE MEMBER WHO HAS OVER 300,000 REWARD POINTS? I hope you respond through this blog if you've had this happen to you. THANK YOU.

Marriott #860226943 PLATINUM PRIMIER
Stanley Doviat
I ordered 5 Home Depot Gift Cards from Skymall through Marriott with 31000o Ponts on June 20, 2011 to be delivered on 27 June 2011 (with a disclaimer that says it may take longer). I've spoken to four people at SkyMall and one at Marritt and nobody knows what is going on... Still no cards or Delivery Date and they say it will take 3 days to figure it out. This takes most of the fun out of collecting points! I could stay elsewhere and collect other points. The Order Number through SkyMall is #15394894

We had a wonderful stay at the Chateau Camplaine in Montreal. The room was comfortable and very well kept. However, my wife broke out in a rash and itched for days. It wasn't until we were leaving that we discovered that the pillows and comforter contained down. Unfortunately, my wife is highly allergic to feathers. It certainly would have been prudent to advise patrons of this fact.
Jack J. Bernstein

I would like to express my disappointment with my stay at the Marriott Fairfield Inn, Newark New Jersey Airport location on June 9-10, 2011.

I am a Marriott member and cannot believe this Marriott Hotel did not provide the customer satisfaction that Marriott advertises and what I have been accustomed to from numerous stays at Marriott's. I regret this has to be so lengthy but we had so many things happen in two days that were not handled properly and I feel Marriott management should be aware of this:

1) The Hotel advertised free internet and WFI, our entire stay it was down and we were instructed to go across the street and use the computers at the Marriott Courtyard. I needed computer access to print my airline conformations. Not much could be done about this, but is a disappointment to a paying customer who is counting on its use.

2) I had two problems with the advertised shuttle. The first encounter was when the shuttle never showed up for pickup at the airport after a return from a day trip to New York. When I called the hotel they said the shuttle's battery died. The hotel clerk was really nonchalant about it, he said pretend you are staying at the Courtyard Marriott next door and ride their shuttle. There were people waiting for over an hour and his lack of concern or apology was surprising.

The next morning we were signed up to leave on the 4 am shuttle and the shuttle left us while we were standing in the lobby. My husband was at the desk and saw it outside, he turned around and it was gone. The clerk on duty didn't seem to care; he made no attempt to do anything. When I asked him what he was doing about it he just shrugged his shoulders and said he could call me a cab. I told him only if the hotel pays for it, because I we may miss our flight. Nothing was done and I tried to wait it out, the shuttle returned at 4:30 and when we got to the airport gate our stand by tickets had already been called and fortunately were not given away because we were not present when our names were called. This was a very stressful situation that could have been prevented it the Marriott would have provided the customer service and curiosity they are known for by the driver asking if there is anyone else waiting for the shuttle.

3) At 4 am while trying to keep my cool waiting for the shuttle return, I went to get a cup of hot tea and there were ants crawling all over the counter top where the tea bags and sugar where stored. I lost my deserve for hot tea. I could not believe , this is the Marriott and I am paying to stay here with all that I am dealing with.

4) The last problem, I am still dealing with and I left the Fairfield on June 10th and today is June 20th. We had to unexpectedly book another night due to storms closing down the Chicago O'Hara airport, our next destination. Therefore, we could not fly out on the 10th as planned. We were given another room and moving so quickly I left my cell phone charger in our first room. I discovered this around five o'clock on June 9th and called the hotel from where I was. I was told housekeeping will have to retrieve it the next day. I said I was leaving at 4 am on the 10th and would housekeeping be able to get me my charger. He said no, I said I will be back at the hotel in a few hours and at that time please take care of finding a way for me to obtain my charger which is right there on the property. We arrived back at 10 pm, due to shuttle delay, but were told I could not have access to my charger it was locked up. I find it hard to believe there is not a manger on the property that has access to the left items room. He told me it would be mailed to me and I would be called when that took place. No one ever called me and I called once a day since I left to see if it was located and mailed. Finally after five days and five calls the desk clerk forwarded my call to housekeeping where I had to leave a message. The next day 2 pm no one had called me. I called again this time the clerk went to find the supervisor of housekeeping and she was the only nice person who seemed to care. Her name is Jackie and she was kind and caring. She told me she located it and would mail it to me. I voiced my concern at having to pay for shipping when I was there on the property and so was the charger. I cannot believe there is not a manager on site that has access to the left items. Well as nice as Jackie was at retrieving my charger and mailing it to me this turned into a big mess that still has not been resolved. Jacklyn Lopez called me on Friday June 17th and told me that my charger was sent to the wrong person and I was sent their cell phone. Now I have to send back the cell phone that I paid to be shipped to me which I am sure cost more than a light weight charger would have been.

I do not know how these situations will be handled but I believe the staff at the Fairfield need training on customer service. The Marriott franchise has been my hotel of choice the last year so I recently became a Marriott Member. I am questioning if I should keep my current reservation at Marriott Marquis in New York City. We paid to stay at the Fairfield and the rooms were clean and comfortable, but we are also paying for customer service and it was below par. Lately, I asked the clerk on duty when we were trying to leave at 4 am if there was a form we could fill out to document the satisfaction of our stay. He was very inappropriate; he vaguely looked around and then said there should have been one in our room. There were so many other responses I don't even need to go into. I just want to end this compliant and would like to hear from Marriott about my concerns.

With much disappointment,

Sheila Ross

Recent business stay at Fairfield Inn in Jacksonville, North Carolina.

I work for Onslow Memorial hospital and have used this hotel before and other colleagues of mine also use the Fairfield.

There was a incident with Allison, the night auditor that occured this morning. I found Allison very rude, impersonal and unfriendly. I find it difficult to believe that she has a job interacting with the public. She should not be allowed to interact with the public.

Briefly, I had my hotel charges placed on a corporate credit card (American Express)and when I checked in yesterday I was told to leave the charges on my personal Visa or I could pay $30 for incidentals. I was told that it would be refunded prior to check out and all I needed to do was to go by the front desk on Sunday morning. I explained to the evening attendant that I needed a wakeup call and would come by for my refund prior to me going to work. I came to the front desk this morning and that is when I encountered Allison. I gave Allison my slip for the refund, since there were no additional charges, I thought the refund would be routine. Allison refused to give my routine at first and insisted that the refund be applied the the room charges. I explained to here that there was a corporate card on file for the room charges and I needed to be refunded for the $30 incidentals. She told me that she could not refund me until she came up and saw the room. I told Allison that I was checking out and needed to get to work but invited to check my room. I went back to my room to get my purse and waited for Allison and she never came up to see the room. I returned to the Lobby and requested for the second time my refund. I asked if there was a manager on duty. This time she asked me to sign a receipt for the refund of $30. I signed and she gave me a receipt for the refund. I request a receipt for the room and went out to put my bags in the car. I returned in the hotel and asked her employee name and she stated that her name was Allison.

We were treating ourselves to a fine dinner at Kansas City Airport Marriott, 03/29/11.

We waited an hour to get the limp salads, paid $59.92 for: beef tips over noodles served at room temperature, cold coffee, and went to the bar ourselves twice for glasses of wine as the waitress would seldom come to our table.

Sad as it's not in keeping with Marriott's fine name.

My husband and I stayed at the Renaissance Hotel in Aruba from Feb.3rd to Feb. 6th. During our stay I had an accident and fell down the stairs. I did receive care from 2 very nice gentlemen - Nelson and Omar. They took care of my wounds as best they could. I would like to tell you that the reason I fell down the stairs is because there was no distinction between the stairs and the floor. The tiles are the same and there was no striping on each stair to define them. I went to my doctor upon my return home and I have either cracked or bruised ribs and a very bad cut on my leg, my knee and arm. I also have alot of swelling on my leg and could not wear my shoes home on the plane. I had to wear my bedroom slippers. I also needed a wheelchair in both Miami and Orlando airports and in Aruba. I feel that you should really look into making your stairs more visibly distinguishable so that someone else may not have the problem I did. I also would like to tell you that when we got in our room the TV was not working. I asked for someone to come and fix it, because as an older person I and my husband spend our evenings in our room. It took 9 hours into the next day and 3 phone calls before someone was there to fix it. That was totally unacceptable. I would like to come back to Aruba and spend more time there, but unfortunately it will not be at your hotel. If you wish to respond to my letter my email address is [email protected]. Thank you for listening to me. I am Nancy Battista
We were in room 1401 in case you decide to check into this further.
Again thank you for your time - Mr. and Mrs. Nicholas Battista

I am surprised that the Marriott Corporation scored as well as it did regarding customer service. I have written to Marriott on two occasions relative to a rewards points issue, and have NEVER received a reply. That a corporation would have so little regard for a customer who spent over $15,000.00 in ONE year as to not even drop an email is shocking and reprehensible. Customer service agents are rude and dismissive. The issue has not been resolved to my satisfaction, and I will continue to hound Marriott until it is.

We are at the Marriott Stellars Resort in Aruba. The front dest refused to give us a room until after 4PM. We paid for an upgrade ocean view. We finally got a room. At 11PM called the front desk about noise. Was told the Mumba Bar band plays until 1:30 AM and yes they laughed everyone complains. Actually they played until almost 2AM. When talked to the manager of hotel about compensation and moving rooms, he declined to do anythng and "blew us off" This is our last Marriott stay, $500 per night and noise until 2AM so loud you can't hear the TV! Lots of other hotels here...Marriott start caring about your customers!

I have never made a complaint in 35 years of and in the last 15 years of traveling 40% of the time for my job, but I need to do so now. I am currently in the Marriott in Zurich paying 640CHF (642USD) per night for a premium room (not a suite, but slightly larger than the standard room). To start off we came to the hotel and were given the keys and only then were told there would be some construction in the hotel. We asked why we were told just then and not when booking and received no reply. We asked about another room further from construction because we have 14month child and she needs to take naps during the day and they could not come up with a better room. I or my husband make over 30 nights in Marriott hotels per year because we can get a free night here or there for vacations using the points. Well to begin with the room was very cramped. I went to order room service and the cheapest item on the menu was the 36USD burger. The cheapest item on the kids menu was a small portion of spagetti for 19USD. So to begin with it was a very expensive week say, and the construction was not some construction as described, but it was a jackhammer being used in the room next to our room. The hallway was a mess with construction materials and hotel items like buckets, mops and all sorts of things I didnt want my child touching. I complained the 3rd day after 3 hours of non stop jack hammering and a piercing headache because my child was terrified and cranky since she could not get any sleep so she screamed at the top of her lungs for 3 straight hours. I called Myriam at the at your service desk and she kept repeating that she could not hear me and asked me to repeat myself at least 20times because of all the noise inside my room from the construction, the baby crying and my loud voice from trying to talk over it all. She finally kept repeating that there was a note in my room that neither my husband or I saw that stated that there would be construction until 630 everyday and with no end date. She never acknowledged my pleas for asprin and never offered me another room or an appology. She did after the second call offer free food for lunch at one of their restruants. Finally, I took the baby downstairs and demanded that they move me to another room. Another person helped, but promised asprin and did not deliver it for another 1.5 hours and the move of the items from one room to the other took several hours and they just threw the bags and boxes of stuff that had been neatly folded in drawers in the room. This after spending 350USD on laundering and drycleaning the day before. Finally to sum it all up the free dinner that was offered was just put on my bill and they never paid for it. It came to another 100USD that I would have never spent in this horrible hotel if I had known that it would be charged to me. Needless to say I am going to put the whole ordeal on utube and let the public decide if they would ever stay in a horrible place like this. Fair warning.

I would like to express my disappointment with Aruba Renaissance Ocean Suites' services. We stayed there from July 24 to July 31, 2010.

1. I booked and paid for an Ocean View room, but instead got the Garden View room. When we arrived in the hotel, we were surprised to find out that we had to pay an extra $US49/night plus 15% tax to get the room with an Ocean View, that we have already paid for.

I discussed my situation with Ariana Santiago, the Sales Manager. She promised to call me back and inform me whether I could get a room with an Ocean View. She failed to call back and I was forced to stay in the Garden View room.

2. The restaurants associated with Renaissance hotels pose health hazards. There are flies in all restaurants and birds in outdoor restaurants. Nothing was done by the staff to keep flies and birds away from tables, plates and food.

3. The Renaissance Island beach poses electrical shock hazards. Some of the electrical sockets attached to palm trees are opened, disassembled, with uninsulated electrical wires sticking out of them. Please see the attached photo.

I am not planning to do business with your hotel chain anymore. Moreover, I will advise everyone I know not to do business with you.

Recently I made reservations for my brother and sister at the Dulles Va.FCourtyard. The reservations are for two rooms on the nights of August 7th,2010.When I made the reservation I attempted to pay for the room and was advised that I would have to fill out a form and fax it back to Marriot.This form was to be an authorization for a future charge.I told the person that I did not have a fax or access to one and that I was located near the hotel and would go there to handle the issue.When I got to the hotel I was told that I would have to complete a form which they handed me. I examined the form and realized that it contained a substantial amount of my personal data and would be stored in an open ,unsecure file in the reservation area. I recently have been the victim of identity theft and refused to fill out the form.An alternate cflerk said that they could transact my credit card and use it for the future charge which I found acceptable.I sugguest that you look into this area and update your procedures to avoid any identity theft problems.Sincerely Robert St.FRancis

My wife and I have planned our July vacation in San Antonio to attend a "world" convention that only occurs every five years. In August of 2009 I received confirmation for reservations I made at the Marriott TownePlace Suites in San Antonio for 2 rooms and 4 guests, July 1st thru July 4th, 2010. Eleven months later and 3 weeks before our departure for San Antonio, I have received a phone call informing me the Marriott Towne Place Suites will not be open. We were offered rooms at the Marriott SpringHill Suites near the airport, 8 miles farther away from the Convention Center and Riverwalk where our events are held.
After several calls and emails attempting to acquire a more suitable location, I found out that Baywood Hotels, a management and development company, is handling the transition of Marriott's customers to new accommodations.
Here's the bottom line: I have received numerous "confirmations", phone calls, emails and text messages and they still cannot reserve our rooms with the correct dates, number of rooms or number of guests we originally contracted for almost a year ago. Every representative I have dealt with from Baywood or the Marriott (4 or 5) has dropped the ball and passed the buck on to someone else. Now it is passed to me!!!
Approximately 50,000 to 60,000 people from all over the world attend this convention and plans have been made years in advance.
Because of the inexplicable mess created by Marriott at the last minute, it is doubtful we will be able to secure rooms for the dates we need to attend the convention. Our registrations and airfares are prepaid so we cannot cancel and recoup any of our money at this point, not to mention our HUGE disappointment at the loss of our vacation.
Is this customer service satisfactory to the Marriott Corporation? If not, I would certainly look at their performance in this matter and Baywood's participation in Marriott's interest.

Sincerely,
Stephen Davis

I tried to get questions answered by Stephanie on the rewards #801-468-4000. She was not helpful and almost rude - not so much her words but her attitude and tone of voice. She finally transferred me to customer service where I spoke with Cindy. She could not answer all of my questions either, but was certainly more friendly than Stephanie. I have yet to receive an answer to how I was supposed to be notified that a free night certificate had been issued on 8/18/09. One girl said it expired on 12/31; the other said the expiration is 2/18/10. Why isn't there one number where multiple qu. can be addressed? I am told that I must call Rewards Service, Customer Service and Vacation Club service too. Claudia Stanley