Marriott International, Inc.

6 months ago

I have contacted them 3x now thru corporate, no response thu telephone, just 1 email. Never heard a response or a call from there hotel in Hyannis Ma, I had to contact the site. I WILL NEVER EVER STAY WITH MARRIOTT HOTELS OR ANY AFFILIATES! QUICK TO TAKE TH MONEY BUT NOT REFUND YOU. Are you willing to risk your life staying at there hotel with no working lights during a power outage? I travel frequently for work across the U.S. and internationally and have stayed in hundreds of hotels over the years. I have never experienced a billing problem like this. I booked this stay through Booking.com and the reservation was prepaid. When I arrived at the hotel, the front desk told me the card on file had “declined,” which made no sense because the reservation had already been charged. They then charged my personal credit card at check-in. Mind you, blizzard is on its way. Later I discovered that the original payment through Booking.com had also gone through, meaning I was charged twice for the exact same room — once on the booking card and once on my personal card. Trying to resolve the issue has been extremely frustrating. I have not been able to get a clear response or resolution, and it should not be this difficult to fix a straightforward duplicate charge. To make matters worse, this stay occurred during a winter storm when the property also experienced power issues, which made the overall experience even worse. During my stay, power went out, internet, & no hot water! This hotel was not prepared for this. To top it off - All the emergency lights & safeties were not working, the hallways were a blackout. Those are supposed to have battery back up, the hallways had no lights which is a safety issue! After years of traveling for business, this is the first time I’ve felt completely misled by a hotel’s billing practices. If you book here, I strongly recommend carefully checking your credit cards statements to make sure you are not charged twice. I cannot recommend staying at this property & any Marriott brand affiliates after this experience.

3 months ago

We are long-term Marriott Bonvoy members and are extremely disappointed with our recent stay at SpringHill Suites by Marriott Orlando Convention Center/International Drive Area (8840 Universal Boulevard, Orlando, FL.) Our stay was disrupted by multiple issues including leaking toilet, very loud Aircon, alarm went off at 3am, so checked out shortly after. Overall corporate management is our concern and service failure is trending. Because this location is just one of our recent experiences. We were directed to contact customer service and asked just to leave our keys in the box when check out while we attempted to express the incidents. Our complaint was also recorded incorrectly with customer services and supervisor at customer services was extremely rude and implying our request maybe caused by us. The room issues were unacceptable, but the handling of our concerns afterward made the experience significantly worse.

3 months ago

I had a disappointing experience with Marriott's booking system. I signed up for the Marriott credit card because the promotion offered a $400 eGift Card, and after approval, I booked my stay at the Westin Milwaukee expecting to be able to use it. When I arrived at the hotel, I was told the eGift Card could not be used because I had booked at a non-refundable rate through the Marriott app. At no point during the promotion or booking process was it made clear that choosing that rate would make the gift card unusable for my stay. This wasn't the fault of the hotel staff—they were courteous and simply following the rules. My frustration is with Marriott's booking system and the lack of transparency. If there are restrictions this significant, they should be clearly disclosed before customers book their rooms. I hope Marriott makes these limitations much more obvious in the future so other customers don't end up in the same situation.

6 months ago

I have booked my last Marriott and I like Marriott hotels. The organization clearly doesn’t want feedback as they make it impossible to give comments. I recently booked two Westin rooms for family. Because I needed two rooms connected or next door because of young children, I called the front desk. The hotel was nearly sold out so I needed to know before booking. It was also for same night and two nights due to circumstances so couldn’t just wait and see. After ascertaining that they had only two such rooms I was told they could not take credit cards over the phone to reserve the rooms and I would have to do it through the Marriott reservation line probably in the Philippines. After waiting 15 minutes for a reservationist, it took over 40 more minutes to book the two rooms. Despite providing all of the information MULTIPLE times, the confirmation for two rooms needing to be together arrived separately and incorrect as to number of people and my understanding of price. Basically, I do not wish to spend my time this way. It should take 5 minutes to make a reservation and spend $1k. I am furious after another bad experience where Marriott clearly had no interest in problems. Bill Marriott would be disappointed as it is not the same company. I am totally disgusted.

5 months ago

This is a good one. How about I had to call the Buford Police Department in Buford Georgia at 7:33am THIS MORNING because one of the front desk staff agents at the Fairfield inn & Suites-Mall of Georgia wrote down my card number & was fraudulently trying to run my card?! I stayed there April 7th-11th, 2026. There were plenty of issues, but regarding my hill was $319 & I paid $319. HOW ABOUT TODAY SUNDAY APRIL 26TH 7:26AM-I started to received UNAUTHORIZED TRANSACTION notifications from the bank??? I keep all cards LOCKED so that ain’t never happening. I called the front desk and the person that answered IMMEDIATELY starts stuttering just like a scammer. He first told me that I had a reservation there & didnt cancel which was a lie Im in South Carolina! I immediately looked up my BonVoy account. No reservations for this weekend. I told him that he was a scammer & to put the manager on the phone. He said he was the manager & there was no one else to talk to. I immediately let him know that I was contacting the Buford Police Department. He said “Do you want me to transfer you?” Now WHY would I want the scammer manager to transfer me to his scammer cousin? NO THANKS. Immediately contacted the non-emergency line at the Buford Police Department & they alerted me on what steps to take next. AS SOON AS I HUNG UP with the Buford Police Department-the “Manager” at the Fairfield called me back. Stuttering & telling lies all at the same time. Needless to say that 2nd call didn’t go well because the call is unwarranted Ive already escalated the issue to THE POLICE. He hung up on me & immediately started sending me receipts from my old stay from 3 weeks ago. Nothing about a cancellation. Nothing about dates involving this weekend or weekend. BEWARE THEY ARE STEALING YOUR CREDIT CARD NUMBERS AT THIS LOCATION. If this how the Marriott rolls I don’t ever want to stay at this franchise again. The FIRST issue was never resolved at the beginning of the month when housekeeping walked into my room multiple days without being invited & NOW THIS.