69 Replies Latest reply: Nov 17, 2016 3:26 PM by nationwide RSS

What's the best way to send a complaint to a Marriott official other than the manager?

miss_lathbury Gold
Currently Being Moderated
Is it better to email, snail mail, or call the complaint line? I sent a letter 2 months ago to the Global Brand Manager for Springhill Suites;; no response to date. My specific complaint is with both the hotel sales manager and general manager.

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Location Brand Hotel
Woodbridge, Virginia, USA
  • A: What's the best way to send a complaint to a Marriott official other than the manager?
    nuhusker Platinum 2 Reviews
    Currently Being Moderated
    Customer.care@Marriott.com has always worked for me.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • A: What's the best way to send a complaint to a Marriott official other than the manager?
    techie Platinum 7 Reviews
    Currently Being Moderated
    customer.care@marriott.com seems to pretty much always refer it to the manager. Try twitter:)

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • A: What's the best way to send a complaint to a Marriott official other than the manager?
    NathalieF Community Manager Marriott Associate
    Currently Being Moderated
    miss_lathbury, contacting Customer.care@Marriott.com is a very good option. Or, if you'd prefer you can always send a private message to us through the Insiders site with details and I'd be happy to forward your message on to the appropriate person. Regards, Laura

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: A: What's the best way to send a complaint to a Marriott official other than the manager?
      louisill Gold
      Currently Being Moderated

      Laura,

       

      Good evening.

       

      Please forward our issue to the appropriate people. We are currently staying under reservation confirmation number 92232298. There has been no hot water since yesterday evening. The front desk advised that we will not have hot water until tomorrow morning.

       

      THanks in advance.

       

      Regards,

      Colletta & Louis Illidge

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: A: What's the best way to send a complaint to a Marriott official other than the manager?
      louisill Gold
      Currently Being Moderated

      Laura,

       

      Good evening.

       

      Please forward our issue to the appropriate people. We are currently staying under reservation confirmation number 92232298. There has been no hot water since yesterday evening. The front desk advised that we will not have hot water until tomorrow morning.

       

      THanks in advance.

       

      Regards,

      Colletta & Louis Illidge

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: A: What's the best way to send a complaint to a Marriott official other than the manager?
      jessicamg Member
      Currently Being Moderated

      Hi, I have an EXTREME concern with a current stay at one of Marriott's International properties. This is a bed bug issue that I need resolved ASAP. I sent an email to Customer.care@Marriott.com with a detailed description and images. Please let me know if there's anything I can do to speed the process.

       

      Thank you,

      Jessica

      jessica_marlyn@hotmail.com

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: A: What's the best way to send a complaint to a Marriott official other than the manager?
      mwilliams Silver
      Currently Being Moderated

      Emailed customer.care@marriott.com about a problem over 2 weeks ago with no response.  Anyone have any other suggestions?

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: A: What's the best way to send a complaint to a Marriott official other than the manager?
      mrchief Gold
      Currently Being Moderated

      I submitted an email to customer.care and it has to say the least been unsatisfactory. I feel it should not take this much correspondence to achieve a result. His response was, " the property apologized to us and offered 20,000 points." At no time were we offered 20,000 points and we appreciated the apology but it does not make up for our disappointment in the overall condition and misrepresentation of the JW brand we are accustomed to. Please let me add here that I at no time have ever complained of a stay at the Marriott brand up until now. Rather than go into all the details once again, here is our case # Marriott Customer Care [ ref:_00D37JC9y._500375e0B7:ref ]  It is my hope that you will be able to read the emails from us and the response from Customer Care. It has not been handled to my satisfaction and the insinuation that I was "offered 20,000 points" is just icing on a bad cake. Thanks in advance for any assistance in a resolution.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    bluzfn5 Silver
    Currently Being Moderated

    Edited

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    tgossett Member
    Currently Being Moderated

    I definitely need to get ahold of someone too about the rudeness and dirtiness of a property i stayed at during this holiday weekend. out of respect for the company RIGHT NOW, i wont post pictures. but this trip was a nightmare from H*LL and the only reason we didnt leave was because it was a hoiday and the rates had more than tripled.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    missdee720 Member
    Currently Being Moderated

    I need to send a complaint.  Can anyone help me?

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: What's the best way to send a complaint to a Marriott official other than the manager?
      carat Community Manager Marriott Associate Silver
      Currently Being Moderated

      Hi missdee720.  Welcome to Insiders! This is a great place to discuss all things travel related, from sharing your recommendations and experiences to learning about new destinations.  I'm carat and I am one of the moderators here, along with deannad and lindseyh.  If you ever have any questions, please feel free to reach out to any of us, we're always here to help.  I've also included a link to our Getting Started Guide, just in case you'd like to take a look.

      Getting Started Guide

       

      Also, it sounds like you've had a frustrating experience.  I'd like to see if I can help.  Would you mind sending me a private message with additional details? Thanks in advance.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: What's the best way to send a complaint to a Marriott official other than the manager?
        ginou Platinum
        Currently Being Moderated

        I also received a terrible stay at a Kennesaw, GA

        I stayed at the Residenceidenc Inn Kennesaw, GA for the holidays. The place is not to marriott standards. The kitchen sink for four weeks back up dirty water after you use the sink. I don't know but has anyone experience this. the towels are gray dirty. the cleaning staff act as they are doing you a favour. Except for Anna who takes pride in her work. And Michell who is a rep sometimes at the front desk. After that the You being plantimum means nothing. Per Management the use of your marriott rewards is nothing compared to an actually paid person. They dont want to lose that type of business. So if you are paying cash or credit. that more importnant. They dont care you using point. I spendt my holidays regreting ever stepping into this facility. I check ed out . When I complained I was brushed as though it was nothing. So instead my family and I spent most of the time eating out. Wish deafeated the purpose of staying at the residence. And everywhere else was sold out. they took 300,000 point shame on you Residence Inn Kennesaw, GA Platinumum is special all over. But not to your team.
        Then I received a letter from the Manager letting me know nicely instead only paying customers matters to him.  Wow the last few years with Marriott I was payed.

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    cjmas Gold
    Currently Being Moderated

    I have been trying to resolve with the resort directly an issue I had with their property but unfortunately I feel that I have exhausted that avenue.  How can I e-mail management within Marriott Rewards to share my grievance and to hopefully have this matter resolved satisfactorily?

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    thebailey's Silver
    Currently Being Moderated

    I am 100% fed up tonight with my hotel stay with Marriott. Call and make reservations and come to check on only to find we have been placed in a handicap room. Ok fine I'll deal with that. Then they are unable to accomodate my guest profile because they are booked so no extra towels blankets or pillows. WOW ok it's 130 am so I figure well maybe I'm expecting too much from Marriott at this hour. I come in to my room and start getting ready for bed and my food finds a tack strip in the carpet between the bathroom and the bedroom who takes a nice chunk of skin off the bottom of my foot, at this point I'm angry so I call the number on the back of my Marriott black card I vent to the nice man and he says sorry I can't help I'll transfer you to customer care. I wait on hold for 23 minutes and finally someone picks up. I explain my situation all over again. He says best we can do is give you 10000 points! Wow thanks for the effort. Now I'm off the phone pulling out the sofa bed to find that it looks like my 8 year old will need to sleep with me tonight. I'm not sure if I'll ever stay with Marriott again especially since all they can do is give me barely enough points to stay 1 night in a cat 1 hotel. 0530160142.jpg0530160141a.jpg0530160141.jpg

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    pilam76 Platinum
    Currently Being Moderated

    just FWIW, twitter always get a response for me within an hour or two.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    abobastico Silver
    Currently Being Moderated

    customer.care@marriot.com is the correct place.

    online.account@marriot-service.com I used as well to fix issues related to the points of my Marriot Rewards

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    cloudy_cloud Gold
    Currently Being Moderated

    I emailed customer.care@marriott.com on May 10th and then followed up again on May 31st with no response. Whenever I take the time to try calling about my issue the Marriott rep's never seem to know the correct place to transfer my call. The issue is not with a Marriott stay, but rather a Status Challenge that I completed. Anyone have an ideas?

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    marianae Platinum
    Currently Being Moderated

    I am staying at a Renaissance hotel since November 2015 and I had an issue with my information invoice. They provided me an incorrect amount, so now they owe me 500 usd. However, every time I talk to the administration they provide me with a different amount. Who can I contact to complaint about this issue?

     

    Thank you

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    gwyneth Silver 1 Reviews
    Currently Being Moderated

    I made and had a confirmed reservation at the Fairfield Inn and Suites on Rocky Ridge Road in Asheville, NC for July 12, 2016.  While driving to the hotel I placed a call to the hotel at approximately 6:00 pm  because I was unsure of the directions.  When I called, the Receptionist told me she was so happy I called because they had an issue at the hotel. - NO WATER.    Long story short I asked her how long this had been going on and were they expecting the problem to be resolved, the Receptionit's told me they did not have water all day and did not expect it back.  BUT if I wanted to stay there I could - REALLY?  How sanitary is that?  When I asked her why the hotel had not contacted guests she said " I don't know."  When I asked her if there hotel would be assisting guests find alternative accommodations she said "No, it is up to the guest to find an alternative."   So I found another hotel to stay at - and according to the Elite "Benefits" if the hotel cannot accommodate a reservation they must pay for another hotel and $100 inconvenience fee.

     

    I Called the Marriott Elite Member Services Call Center and they transferred me to the Customer Care Center.  I spoke to several folks there who were sympathetic and agreed there was a problem.  One of my last conversations was with Angela (a Supervisor in the Customer Care Center) who guaranteed me that she would contact the Hotel Manager directly and then she would be following up with me - she did contact the Manager, but she never followed up with me as promised.

     

    The Hotel Manager (Kimela R) responded that while I did have a reservation, there was a problem and the hotel had no water.  She was sorry, but hoped that I would stay there in the future.  In other words - she was not going to help me out.  The bottom line is that I reserved a room with the amenities listed and which also included water.  The room the hotel was offering me did NOT include water!  I again attempted to contact the Marriott Elite Member Services Call Center and then the Customer Care Center, but like so many of the other folks on this blog have stated, I spent so much time on hold it was pathetic.  I was guaranteed that I would receive a call back - did not happen.  Finally after another 37 minutes on hold with Customer Care this morning I looked up the Marriot Corporate phone number and was put  through to "Judy" who informed me she was a Liaison for J.W. Marriott himself!  "Judy" told me that I was not entitled to the Elite benefits mentioned because the hotel was still honoring the reservation even though there was no water.  Seriously Judy?  If I wanted to camp, I would have made a reservation at a local campground.  Further, the hotel was not offering any type of discount or compensation - they were not even offering any assistance.  The Manager claimed in some notes attached to my account, that her staff attempted to call my home (located in a different state) - but when I checked my caller ID, it did not show or record any such call.  Additionally - no call was made to my cell phone and no email (the typical manner in which reservation confirmations are sent) was sent to me advising of the issue.  Her staff member even stated that they had not contacted any of the guests!

     

    I have made Marriott my choice of hotel for over 25 years and this is how you treat loyal customers?  Is this experience the type of experience that J.W. Marriott has in mind when he sends out those surveys and proclaims that Marriott prides itself on excellent customer service?  Would J. W. Marriott or any of the Board of Directors be ok with camping?  Hey listen up Marriott - maybe you are onto a new Marriott concept - GLAMPING!  Shame on Marriott for not honoring what you say - you do not have the Customer's best interest at heart.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: What's the best way to send a complaint to a Marriott official other than the manager?
      carat Community Manager Marriott Associate Silver
      Currently Being Moderated

      Hi gwyneth.  So sorry to hear of this!! I'd like to bring this to the appropriate teams attention as well as provide support for you.  I've sent you a direct message for additional details. 

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: What's the best way to send a complaint to a Marriott official other than the manager?
        gwyneth Silver 1 Reviews
        Currently Being Moderated

        Cara's response in an email to me:

        Apologies for the delay in response.  Our Customer Care team has just gotten back to me and has let me know that since you've escalated this issue to the highest point of escalation, we can no longer assist.  My sincerest apologies. 


        Question for the folks reading this blog - how many of you have received a similar cookie cutter response like this one?  I have YET to hear from the "highest point of escalation."  Elite membership and means zero, nothing, nada.  Customer loyalty means zero, nothing, nada. 

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

        • Re: What's the best way to send a complaint to a Marriott official other than the manager?
          carat Community Manager Marriott Associate Silver
          Currently Being Moderated

          Hi gwyneth.  I can totally understand your frustrations, from my response to your issue as a whole.  When members have brought their issue to Mr. Marriott's office, we can no longer get involved. Again, apologies for all of the frustration this has caused.

          (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    Platinum
    Currently Being Moderated

    Given that you need speed to overcome the lack of responsiveness, yet need to arrive with a firm commitment and a willingness to battle if necessary, I recommend the following modified version of the standard Carrier Pigeon

     

    _83365797_pigeonmeme3.jpg

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    702rugbyref Platinum
    Currently Being Moderated

    I send email direct to the Hotel Manager or appropriate manager and have usually received a response within 12 hours.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    beaug Platinum
    Currently Being Moderated

    Hi there

     

    I have found that contacting the Hotel's General Manager, or Hotel Manager usually works. I tend to get a response within 12 hours, or a day at worst.

     

    Hope it helps.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: What's the best way to send a complaint to a Marriott official other than the manager?
      Platinum
      Currently Being Moderated

      I agree, but read the title of the original post - she is obviously not having success with the manager at the property

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: What's the best way to send a complaint to a Marriott official other than the manager?
        gwyneth Silver 1 Reviews
        Currently Being Moderated

        Dansplan, 702rugbyref, and Beaug - I appreciate your responses!  I finally received a call yesterday from the Property Manager - she must have been directed by "Judy" in Mr. Marriott's office to call. She was apologetic and offered me 2000 points.  This is obviously a dead issue - but I still say Marriott should honor their policies - if the customer is held to the written policies, then so should the Corporation itself.

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    veroc411 Member
    Currently Being Moderated

    I have a reservation at the San Juan Marriott Resort & Stellaris Casino for next week. I hope the service I received this far is not reflective of the service of the hotel. I have a problem with my reservations, when making the reservation I had selected the ocean front corner room but the confirmation only showed ocean front and now looking at the reservation it doesn't guarantee a king bed. For 3 days costing almost $900 I expected more. I have called the Marriott hotel several times and have left voicemails for the manager to call me back. No one has contacted me. I am considering cancelling and booking at another hotel. They have taken so long that it may be hard for us to get a nice place elsewhere.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    chief32730 Gold
    Currently Being Moderated

    How much extra is it for a clean room?

    8.2.16.jpg

     

    I really wish I had seen all these post before becoming one of "Bills" reward member.  I have had 3 serious issues in the past month at 3 different hotels and each time I received the same standard " Bill Marriott response" Take note people I have been a loyal gold rewards member for some time and I get treated like garbage I can only imagine how all you feel.  I do a lot of travel and most times I check into my hotel sometime after 8 pm. I don't think it is too much to ask for a friendly staff, clean and quiet room, and some sense of security when I am at "Bills" place.

     

    Issue on 8.2.2016: This is a picture of my bathroom as soon as I checked in to the Gettysburg PA Marriott Courtyard Hotel (9331754)  In addition to a nice clean room, as a gold member they were gracious enough to give me a room next door  to where house keeping launders the hotel's linen.  So at 830 at night after being up for almost 24 hours I have a unsanitary noisy room. I call the front desk and I am blown off by them with the response theres nothing we can do housekeeping left for the day. Great core values "Bill"

     

    Issue tonight 8.9.16: Once again I am on the road all day and I check into the Fairfield Inn and Suites Carlisle (confirmation # 81513237) at 9:44 pm.  The elderly gentlemen at the front desk is very nice (this plays in later).  I go to my room and once again Uncle Bill's hotel room is unsanitary. The toilet would not flush properly.  I call the front desk advise him of the situation and that I wish to get another room. He tells me he will be right up and hangs up.  He comes up with plunger and attempts to clear the toilet. With it still not working right I eventually get another hotel room (so much for gold membership). I thought it was odd that the front desk person came up with a plunger and not maintenance. He informed me he was the only person working tonight.  WOW that is Uncle Bill putting his profit ahead of our safety. One elderly person at the front desk is Marriotts front line of defense against what the world has become.

     

    The 3rd issue I have had at "Bill's house"was on 7.8.2016 at the Courtyard Reading Wyomissing PA (94111739).  I had the unfortunate pleasure to witness one employee belittle another employee in my presence. When I said that was no way to speak to another person I got and attitude from him.  Great customer relations oh great profit mongering organization.  I wrote a complaint letter and guess what? I received the standard canned response letter which means Uncle Bill doesn't care about his customers or his employees.

     

    I am on track to being a platinum rewards member. I am hoping at that level I will get better service cleaner rooms nicer employees and a sense of security when staying at "Bills place"

     

    Here are first 2 of Marriotts Core Values. Everyone from "Bill" on down should either reread them or just delete them altogether because they are nothing more than an act.

     

    We Put People First

    "Take care of associates and they will take care of the customers."

    This is our founder’s philosophy and it has made Marriott International a great place to work for more than 85 years. Our people first culture has consistently earned us awards and recognition around the globe. Giving associates opportunities to grow and succeed is part of the company’s DNA.

     

    We Pursue Excellence

    Our dedication to the customer shows in everything we do.

    Marriott’s reputation for superior customer service dates back to J. Willard Marriott’s original goal for his business: “good food and good service at a fair price.” We take pride in the details—every day, in every destination worldwide

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    veroc411 Member
    Currently Being Moderated

    This company should be embarrassed by their customer service skills. I have now spent almost 2 weeks dealing with this issue. Really, how long are you going to wait to help me?... aftermy reservations or after I change hotels? At this point, I would not recommend this hotel to anyone and would rather go elsewhere then deal with this lack of professionalism.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    veroc411 Member
    Currently Being Moderated

    We arrived yest for our reservation and all problems fixed. Not sure what attempt helped to fix the problem but thank you Cara for your help. The hotel and room are great. 

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    jgcincy Silver
    Currently Being Moderated

    I am hoping to get some help and a response from Marriott Customer Service in regard to a recent stay problem at the Renaissance Lucerne Hotel.  Hoping I can get some assistance here as the management at the location would not help. 

    We had a stay at the Lucern Renaissance hotel, reservation #82459669 from Friday August 5 until Sunday August 7. Upon our check in we were told we were being "upgraded" to a better room with a nice view...as it would turn out this 1st floor room was directly over an incredibly loud, all night NIGHT CLUB that was on the main floor below!  The joke was certainly on us as the there was no "upgrade" we were just being stuck in the worst room in the hotel.  In short, it was so incredibly loud, until 4AM that even jet lagged and exhausted we could not sleep.  It was so loud you could not only recognize every song, the vibration was so strong it literally, I'm not kidding, was shaking the glass of water we had on the night stand!  

    We had just flown trans-atlantic from the US that day and were incredibly jet-lagged and exhausted, we desperately needed a good nights sleep and as a result not only was this entire night miserable but we were tired, crabby, and basically ruined our entire next day of touring in Lucerne...which was our only full day in the city before we traveled on to Paris.   Not able to put up with the noise we called the front desk at 1am who offered ear plugs at first...but with the vibration so intense that wouldn't have even helped...he then offered to move us to a higher floor...the result was having to RE-pack all our items up in the middle of the night, get dressed, move rooms and not get really any sleep in what was left of the night.  Additionally the new room was considerably smaller, the bath was half the size (very tight), instead of a king bed as we had the new room was two doubles pushed together, and the mini bar fridge was locked meaning we could not refrigerate our picnic lunch that we had in the original room's fridge.  I had used rewards points for this stay which I worked incredibly hard to earn and came away feeling like they were wasted and we were cheated out of a good use of them. If I had paid cash I would have demanded a refund and having used points I don't feel is any different, at least one night's points should be refunded to us, if for no other reason out of goodwill to a loyal customer, but ultimately we should have the entire stay's points refunded as not only was that first night terrible but it ruined the first several days of our trip with exhaustion.  Then at checkout we were surprised with larger fees than expected, Marriott had quoted on our reservation we would only pay $7.11 in taxes, however the hotel charged us $15.02, which I questioned and they said was for "resort fees" something I think is a joke when there were no resort amenities to begin with, no pool etc and it wasn't quoted originally by Marriott.  In Comparison after this stay we went on to Paris and stayed in a Starwood Hotel who had impeccable quality and service and wonderful rooms (in a larger denser city). I would really like to have our points refunded for this terrible stay and hopefully have a better experience using them somewhere else.

    Thank you for your help!

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    jgcincy Silver
    Currently Being Moderated

    Thank you for offering to help, I'm happy to finally see some.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    txgurl22 Member
    Currently Being Moderated

    Can someone please contact me.  I need help with a situation that happened tonight at a Marriott hotel. 

     

    I'm a Wounded veteran, and my caregiver and I had a very unpleasant experience.   After traveling we were tikd that even though my reservation was made back in March,  that there was not any rooms available.

     

    I really need some help with this.

     

    Thank you

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: What's the best way to send a complaint to a Marriott official other than the manager?
      insertcoffee Platinum
      Currently Being Moderated

      Did you contact the hotel at any time since March? Were you late in arriving and not call to say you were still coming? Did you advise the hotel of your special needs in advance?

       

      Your veteran status notwithstanding, do you have any status with Marriott? It looks like you are a general member. If the hotel was sold out, you checked in late, someone who checked in earlier, or who had more status,  likely got a room that might have been yours otherwise. While this is unfortunate, if that is what happened, when someone gets 'walked' it is going to be the lowest status person or the one who checks in the latest, particularly if the hotel does not know you are checking in late.

       

      You've responded to the original poster here. You might wish to drop one of the CMs a personal message if they do not contact you first.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: What's the best way to send a complaint to a Marriott official other than the manager?
        txgurl22 Member
        Currently Being Moderated

        Yes I contacted them told them the situation.  They said they **** note in the account and had me under a late check in.  I was told there would not be any issues.  Even when my caregiver arrives at the hotel the person told him i had called multiple times yesterday.

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: What's the best way to send a complaint to a Marriott official other than the manager?
      deannad Community Manager Marriott Associate Member
      Currently Being Moderated

      Hi txgurl22,

      I have sent you a direct message to learn more about your situation. Look forward to hearing back from you.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    loyalrewardsmember Member
    Currently Being Moderated

    My complaint is also against the general manager of the hotel. Who do I complain to?

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    Jsucool76 Gold
    Currently Being Moderated

    I sent my recent (and I think only major) complaint to Marriott over twitter. They took care of my issue in a day.

     

    I had a shuttle bus driver from the FFI Jacksonville Airport during my JetBlue mileage run who was driving the wrong way down the road. Marriott tweeted me back, and I got an email from the GM of the hotel 2 days later refunding half the points cost of my stay, and telling me they contacted the vendor who supplies the shuttle and had him fired.

     

    I normally like to settle my stuff with the hotel itself, but I was already back at the airport when this happened, and was running late (due to the fact that the shuttle took almost 45 minutes to show up after me contacting the front desk saying I needed it. (they told me it would take 5 minutes))

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    casatishum Member
    Currently Being Moderated

    I stayed at Fairfield Inn & Suites Denver Tech Center/South for work. I paid one night with my own personal credit card and 4 nights from my corporate card. Both cards were hacked and used without my authorization two days later. I had to call both credit card issuers to cancel my card, and issue new cards. Needless to say, it has been a real headache and inconvenience.

     

    On top of this, my corporate credit card was charged 8 nights (instead of 4 nights). Apparently, my card paid for another guest's stay at the hotel. I spoke to the hotel manager over phone, the manager did not apologize and told me that I told her to charge my card for the other guests. I did not give authorization to charge my card for other's stay. After, I called Marriott customer service directly instead of dealing with the branch hotel manager because I no longer trust what she tells me. The customer service person who answered the call did not seem to care at all the security breach that your payment system might exposed your customers to.

     

    As of now, this is still not settled. Obviously, I'm disappointed in how this was handled. People make mistakes and maybe overlook certain things in business. What disappoints me the most is Marriott did not take this seriously after the incident happened. Payment security is one of the most critical aspects of any business nowadays, I'm trying to help you, Marriott, to find breach in your security system. Meanwhile, it doesn't seem that anyone cared. Due to this, I no longer appreciate Marriott's brand name as I used to.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: What's the best way to send a complaint to a Marriott official other than the manager?
      deannad Community Manager Marriott Associate Member
      Currently Being Moderated

      Hi casatishum,

      I'm sorry to hear you've had this experience and that your issue is still not resolved. I'd like to offer some assistance - if you could please send me a private message with your Marriott Rewards number, reservation number or hotel name & dates of stay, and any names of Marriott team members you've spoken with at the hotel or through calling customer service, I'd be happy to have our team continue working with you.

      Thanks, and I look forward to hearing from you.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    panache70 Member
    Currently Being Moderated

    I am extremely disappointed at how I was treated by Customer Service this week. I had a balance of 25,000 points taken away from my account for "inactivity". The only way I found out, was because I was planning a 7 day ski trip and logged into my account and saw my balance was gone. Originally, when I joined I was told that there was a 2 year inactivity policy but it was not enforced. This was confirmed during my last stay at the Marriott in Virginia Beach. "Not to worry sir, they do not enforce that policy". Well, it seems things changed. I found that their attempts to advise customers of this change was inefficient. They sent out emails, but I (like many of you), I have unsubscribed from Marriott e-mails because of too much unwanted marketing. They also apparently sent out postcards which most likely went to the trash with the rest of the advertising postcards I get. If they wanted to make sure I was aware of the change, they should have sent a letter, something I have to open and read to understand what Marriott was doing to my points balance. I would never let such a balance slip away without using them, had I known. The agents were rude, and did not seem to care that a $4,000 7 day ski trip at Marriott was in play. They made me feel stupid for not reading the fine print on my agreement, even though I had already been told previously that the "inactivity rule" was not enforced. They said the only way I could reinstate the points was if I found an invoice of an old stay (within 18 months) that was not recorded. Well, I found a stay from the Delta Hotel from November 2015. I sent it in, and expected my points to be reinstated because Marriott purchased Delta in April 2015. Guess what? Sorry, Delta only joined the points program in January 2016 so unfortunately "you missed the cut-off by 2 months" no points. I called again, and tried to get some assistance from a supervisor, who made me feel even worse. "Why did you not read the postcard we sent you?". I asked if he has the power to deposit points in accounts for cases of bad service. He said yes. So I told him that Marriott failed from a customer service perspective to take appropriate measures to advise their customers of the change in the program. His answer? "No points. The policy was always there, just never enforced"... Are they serious? Not taking into consideration my Delta invoice was also something the manager could have accepted in my opinion. They were clearly part of Marriott, so an exception could have been made. Anyway, I am thinking of going to Twitter and Facebook with this, to hopefully find someone at Marriott that can understand that their lack of professionalism and customer service will end up costing them $4,000 in revenue and perhaps more down the line... unless someone here can help me?  ref: _00D37JC9y._5003768aOf:ref    Thanks

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: What's the best way to send a complaint to a Marriott official other than the manager?
      seatexan Platinum
      Currently Being Moderated

      Sorry you are having so many issues.  I do know this news of the rewards change was plastered all over their booking website as well.  2 years a long time to not visit the site and be active.  Maybe one of the mods here can help.  I am not sure if twitter or Facebook can help you in this case.  You never know!

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: What's the best way to send a complaint to a Marriott official other than the manager?
        panache70 Member
        Currently Being Moderated

        It is a long time, but when you are told by Marriott employees upon joining that the 2 year rule is not enforced... you assume that it is true. Perhaps I did not book a trip with Marriott for 2 years for various reasons, but if they wanted to be sure I knew what was going on, they could have sent me a letter. Not a card that resembles advertising that gets thrown out, and not an email when they should be able to see I was unsubscribed due to too much marketing.

        The agents I spoke to admitted that emails were not a sure thing, but that I "should have read the fine print" on my agreement. I knew about the clause, but was told it was not enforced. What I did not know, was that things were changing and I believe Marriott failed in ensuring that I was aware of the change. Why would I let 25,000 disappear if I had known? Makes no sense to me... Tack on the fact that the agents really made me feel like I was stupid for letting the points expire, and their condescending attitude... now I am pissed. Someone needs to make this right.

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: What's the best way to send a complaint to a Marriott official other than the manager?
    erc Platinum
    Currently Being Moderated

    As a person who loves to observe marketing and marketing communications, this is a remarkably fascinating thread (to me). Although it began in 2011, the majority of the replies are from April of this year on. In a period where posts are unusual to receive more than a few hundred views, this one showing no signs of slowing down, exceeds 87,000!

     

    There's really only about 15-20 customer service problems listed with a similar number of proposed solutions and yet the thread tops almost all of our most recent Big Threads currently 'alive'.

    Aviation Geeks Unite!


    Marriott and United to offer reciprocal elite perks


    Where was your last Marriott stay and were you upgraded to a Suite???


    that makes for a boatload of lurkers. Is this an example of customer service rubbernecking?

    The science of rubbernecking: The real reason we can’t look away from a car crash - Salon.com

     

    who knows, but it's pretty interesting (but of course, I find Senior Rates twice the regular rate interesting )

    (see Courtyard Gaithersburg Md. Christmas night 12/25 - Sr. Rate $207, regular rate $99, member $89)

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

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