Marriott hotel Sucks Customer Reviews and Feedback
Marriott International, Inc. is an American multinational diversified hospitality company that manages and franchises a broad portfolio of hotels and related lodging facilities. Founded by J. Willard Marriott, the company is now led by his son, executive chairman Bill Marriott, and president and chief executive officer Arne Sorenson. Marriott International is the largest hotel chain in the world.
An unhappy customer shared this in a review, "The company is held back by many antiquated people who have been in their roles for far too long. There are so many egos in the building and anything takes forever to get done because there are hundreds of layers of approval. It is obvious that management isn't doing their job right. A lot needs to change here."
Here are the Top Marriott Complaints:
DATA BREACH The massive hacking of Marriott International Inc. reservation databases could lead to a 99 million-pound ($124 million) fine as the U.K. cracked down on privacy breaches with its second major penalty notice in two days.The cyber attack, which Marriott disclosed last year, exposed information on 339 million guest records, including 7 million related to British residents, said the U.K. Information Commissioner’s Office.
Worthless blackout dates policy Overall Marriott did a good job publicizing the details of the merger and answering our burning questions, even about some niche and underrated elements of the program. The new Marriott Bonvoy seemed to take some great things from both legacy programs, but one element that has remained disparate is the way properties implement blackout dates for award stays. Put bluntly, the policy for legacy Marriott hotels is worthless, as properties under these 16 brands can cap the number of standard rooms they make available for award bookings. For roughly four months, from August 18 through mid-December, the program’s terms and conditions were updated with more consumer-friendly language, though a Marriott spokesperson indicates that there’s been no policy change in terms of how properties handle blackout dates since the integration.
Incorrect pricing on ‘Points Advance’ reservations This has been one of the most frustrating problems, as many people intelligently utilized Marriott’s Points Advance booking feature to lock in lower award rates at properties that were going up in pricing after the merger, only to find that their reservations are now showing the new elevated prices. While this should also be a quick fix based on the date your reservation was created, I’ve seen varying data points suggesting that many people can’t get their reservations repriced correctly. Unfortunately, it appears that many Marriott agents don’t have the power to fix this problem, even if they can confirm that there is a mistake.
Poor customer Service Any loyalty program needs to provide solid customer service to its members, and by many accounts, this is the biggest area where Marriott failed during the integration. The emails and comments we’ve received document numerous cases of members being provided inaccurate information or simply receiving no responses. Emails have gone into the oblivion. Social media channels, previously a source of quick responses from SPG, have gone dark. TPG Senior Writer JT Genter was even told two flat-out lies by an “elite service supervisor” just last week. According to her:
He can’t have both a Ritz-Carlton card and a Starwood Preferred Guest® Business Credit Card from American Express. A member can’t have the same mailing address as another member (sorry families!). To make this worse, the failures extend to the program’s most elite travelers: top-tier Platinum Premier Elites with ambassadors. One member reported an initial email and 40-minute phone call with his ambassador, followed by a whole lot of nothing. Multiple emails went unanswered, and a final message to the generic ambassador address resulted in a response after 48 hours, hardly indicative of elite-level support for someone who claimed to spend $27k last year.
Decreased earning rate on SPG Amex cards The Starwood Preferred Guest® Credit Card from American Express and Starwood Preferred Guest Business Credit Card from American Express used to be no-brainers for non-bonus everyday spending thanks to the outrageously powerful earning rate of 1 Starpoint per dollar spent (3 Marriott points/dollar in the new system). SPG’s plethora of airline transfer partners made these cards card attractive value propositions even to those who didn’t stay in SPG hotels frequently. During the merger, the cards received a 33% haircut and now earn 2x Marriott points per dollar spent, a return of 1.8% based on TPG’s valuations. There are a ton of ways to guarantee a better return than this, even by opting for the simple Citi® Double Cash Card.
Housekeeping (Former Employee) says"This is the worst place to work was good for a while then got bad after the outbreak no body wants to help others out and no one knows how to keep closets stocked with or to keep linen cleanLocationNo breaks and no help"
Housekeeper (Former Employee) says"As a housekeeper I can honestly say I have never been as tired as I was after work until. I worked here. Start time was 9am and you can leave after your done. Sounds easier on paper. A typical day consisted of 14 check outside and 6 stay overs. The managers would rush you but expect the room to be perfect and not to mention the drama because its nothing but females and caty Attutides. Don't waste your time at Courtyard Marriott Free lunch, tipsLong days, low pay, management"
Bartender/Waitress (Former Employee) says"They will find any reason to fire you. Its disgusting. I loved the job until the college kids came back to work and your hours are completely cut. Then, they blame you for things that you did not do. They will find any little reason to fire you. I DO NOT recommend this job to anyone!!!"
Room Attendant/Housekeeper (Former Employee) says"I started working for this company COURTYARD BY MARRIOTT GROVE CITY, I learned they don't change bed padding, comforter or blankets everyday or shower curtains. They have no clean linen, all linen and towels are stained with blood, rust or dirt marks. They don't sanitize any rooms with bleach, the shower stalls has mildew all alone the grout and bottom of the shower doors. The carpet has soo many stains and burnt marks, the fake headboard pillow cases only gets changed once a week. I am the only one who cleans the rooms and strip the old linen from the rooms and replace with new one. I was told by the GM not to do that. Everyone gets 13 rooms a day, yet that moron GM gives me 24 rooms and says some might be cleaned. They were not they are all dirty and filthy, because no one cleans the rooms or vacuums the rooms. No linen is even folded overnight so you are folding it before going onto the guest floors, wasting 1-2 hours before cleaning any rooms. No maintenance to fix anything broken, in some of the closets there are broken mirrors, every storage closet that housed the housekeeping carts are filthy with trash and dirty linen.noneno breaks, no linen, no towels, housekeepers call off everyday, rooms are filthy, they dont change comforters or blankets. they dont pay well."
Bistro Attendant (Former Employee) says"would not recommend it/ there is no advancement potential. management is a joke. your schedule is dropped on you the day of at times. zero consideration for home life."
Maintenance (Former Employee) says"When I started it was fantastic people were great place was great but that all changed. The owner Is an idiot, The new management team is made up of meth heads and other drug addicts. I cant begin to tell you how i feel i wasted my time there, No body knows what their doing maintenance sucks housekeeping sucks bistro sucks! This WAS the nicest hotel in council bluffs! But hey you smoke meth the management team will hook you up"
Guest Service Supervisor (Current Employee) says"This is the absolute worst company I have worked for. DO NOT WORK HERE! The company doesn't care about their employees. You will regret working here.."
Housekeeping supervisor (Former Employee) says"Management was terrible only concerned about themselves and not the staff underpaid overworked I've been in the hospitality business for over 20 years I would never never work for another hotel by Marriott."
Bistro Server (Former Employee) says"AT first the company was great, ny mother had a stoke, was hospitalized. Zero compassion, they kept military tips, management was fired and we still received nothing. Mgmt had you telling on each other. Poor work environment, my mother did not get better. And I was fired. After following all the rules. And watching management have relations with young male employees"
Housekeeper (Former Employee) says"There is no such thing as teamwork. It is every one for themselves. The management team has their favorites and it is very noticeable. The supervisor took all my suggestions and used them as her own. The 2 goals that we were supposed to work on, stains and smells, were not focused on. While cleaning bathrooms, I would wipe down the walls around the toilet which were very dirty. My supervisor said this wasn't necessary. But it was the main cause of stains and smells."
Waiter (Former Employee) says"The complete managemet is unprofessional and incompetent they differentiate between nationalities.There is no job security.They don't treat the staff well and don't care about their wellbeing.Its very sad and heartening that this hotel belongs to Brand Marriott International and doesn't even hold and follow the Marriott Ethics,Values and SOP."
Sales Coordinator (Former Employee) says"My experience was completely ruined by a bad manager. Even though multiple complaints were filed and discussions had for improvement, human resources and corporate protected the manager and allowed retaliation."
Front Desk Concierge (Former Employee) says"Horrible management...the GM gossips to all of her employees about each other and plays everyone against each other...and the pay is HORRIBLE...Im not sure how they even get away with that...crooked....all the way around...this is truth."
Front Desk Agent (Former Employee) says"A lot of young immature millennials work at the front desk without experience / lack if knowledge. They stay on the internet to avoid assisting guests."
Chief Engineer (Former Employee) says"They don't care about their employees, they don't care about their guests, they don't care about maintaining their building, this hotel made 9 million dollars in profits the last there.year I worked there and most of my coworkers were on welfare, at the same time Marriott made 6 billion dollars profits, something wrong year"
F&B Department Manager (Former Employee) says"I did not enjoy working for this company at all. I was given additional duties which were not reflected in my pay. I was informed I was expected to work a minimum 10 hours a day (paid for 8). Most days the work load took 12 hours to complete."
Bistro Attendant (Former Employee) says"Working with this company was definitely one of tbe worst experiences ever. Unorganized. Childishness a lot of favoritism on the job. Carelessness. The manager does not work with you and other employees are very rude and unprofessional"
Front Desk Agent (Former Employee) says"I would never recommend anyone to work here. You don’t get paid enough to deal with the management here. They’re rude, unappreciative, pathological liars, and would do anything to never be at fault for their own short comings. Pitiful place."
Front Desk Agent (Former Employee) says"I watched this hotel being built while I was in school at NMSU, and was hired at the front desk 5 months after it opened. I came with a positive attitude, don't complain about work tasks, and with a great deal of prior front desk experience. It was as if they hated how easy I was to work with, and they worked their hardest to break me down. My supervisors were unprofessional from the start, and behaved as if they suffered from severe personality disorders - on top of being overly stressed in their jobs. My front desk supervisor frequently undermined and referred to the general manager using foul and derogatory language, and had a common tendency to look and talk to me with a nasty, rude attitude that suggested it was painful to him to have to perform his role, and support me. He also openly favored certain employees while talking very badly about others, and these people tried their best, wanted to succeed, and had great attitudes despite his behavior and unwarranted attitude issues. He frequently gave misplaced and redundant lectures over elementary job duties and procedures that I felt I demonstrated from the start. I came to the job with experience to hit the ground running. I eventually learned that all of this erratic, unprofessional behavior was trickling down from the general manager. She has very high expectations, and becomes hysterical very easily about meeting 'Marriott standards.' She would randomly come out of the back office, interrupt guest interactions that I or another agent had already initiated, steal words out of our mouths, and then lecture usNoStress, emotional abuse, unprofessional, inexperienced management."
Housekeeping (Former Employee) says"Supervisor steals tips out of rooms and plays games with keys and hides them from you while u spend most of your time looking for key that were hidden from you..favors employeesNice managerHorrible housekeeping supervisor"
C Marsh says"I went to ATL for the weekend, was trying to figure out how to get into my hotel, residence inn ATL Peachtree and 17th and was physically assualted by a random and crazed woman on the property. After spending an entire weekend there because I paid for my room upfront and didn't want to spend another few hundred dollars somewhere else I had not received any communication from upper management for 3 days. When I did I was offered $100 gift card for my troubles. Not even to refund my room, cover medical bills sustained from the assault but a $100 gift card and never to be heard from again. This incident happened August 14 and I haven't heard anything from anyone since August 17, 2020. I am disgusted and will never stay at a Marriott or any of it's brand again. The lack of empathy and compassion for guests is insurmountable and disgusting."
Adrian Moore says"I had a real bad experience last night @ Fairfield by Marriott® Cincinnati North Sharonville11440 Chester Rd, Cincinnati Oh 45246. I arrived at approximately 1:05 am I walked straight in the hotel no door was locked. I got to front desk no one was there so I waited a about 10 minutes I started to ring the bell upfront & walk around saying hello hello hello still no answer. So aboUt 1:40am I called 911 and the sent a officer out there cause I thought something was wrong. Well he got there about 2am and as soon as he walked in and asked me a question OUT Comes Lisa the lady who works there. After that the officer leaves and I still have to wait 10 more minutes before I could check in because the computer had to boot up. That was very unsafe I could've walked out of there with whatever I wanted to with. I understand stepping away from desk for a bathroom break but almost an hour was ridiculous. That was a terrible experience for Me & she told me I'll give you the number to Corporate I said nevermind I have it."
Ray says"I’ve been a platnium/titanium elite member for many years with only two nights short of achieving lifetime silver status. Ive noticed a decline in overall service since the merging of Starwood, Ritz-Carlton to now what is called Bonvoy. Beginning with the quality of rooms. Three times I checked into a room that had trash left over, hair In the sink, mildew smell and the manager flat out refused to move me to another room. Breakfast quality (that’s if they are still serving it) I can’t count how many times I’ve experienced poor food quality. BTW, the late check out is flat out useless. I always get harassed by housekeeping (with the sign on the door) and/or management to leave at noon. I was also awarded 10 upgrades last year. I only received ONE upgrade out of the 83 total night stay last year despite upgrade requests for all bookings. It’s time for me to say Bon Voyage to Marriott. I was still charged a cancellation despite a flight change (which is beyond my control due a passenger having COVID-19 symptoms) that prevented me from going to my planned destination. I spoke with corporate and hotel management and both stated that despite what happened, I would still get charged for cancellation. I told the CSR and the hotel manager, “I hope that $166 was worth losing a loyal customer for life” I was so loyal to them, not anymore. This was the straw that broke the camels back. I’m beginning the process of redeeming all of my points and free night stays."
Respect my privacy says"Roanoke Residence Inn airport. Sleeping on couch. Some device sending radar? Through wall. Complained to front desk, no response."
Rambo says"Marriott should not voice political opinions"
Seana Smith says"@WillieGarson @Marriott I'm so sorry. It sucks when other guests ruin your hotel stay. Been there a few times."
Himbozuela says"wow this convention sucks, theres no policy talk its all like a Marriott hotel commercial, anyway vote for Biden. https://t.co/HiHF4uoxfQ"
Engineer jnr. says"RT @AbdulMahmud01: She was the boss of the small team on duty that morning. "Where's your wife and kids", she asked. I pointed in their dir…"
Dr.med. Bernd Kynast says"RT @BostonGlobe: The Biogen conference held at the Marriott Long Wharf hotel in February likely led to 20,000 COVID-19 cases in the Boston…"
In The News
The Sydney Morning Herald reports"As it happened: Victoria records 148 new COVID-19 cases as Daniel Andrews flags state of emergency extension; Australian death toll jumps to 525"
The Real Deal reports"Marriott claims Covid-induced crisis for hotels has bottomed out"
City Watch reports"This Pandemic Brings Out the Worst in Our CEOs"
NEWS.com.au reports"Coronavirus Australia: Infected Sydney guard shopped at Woolies"