32 Replies Latest reply: Jul 28, 2016 7:01 PM by dansplan 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.

(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.)

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: 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?
    dansplan 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

     

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    (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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