Marriott International Reviews 

No Customer Service
I have been a member for over 10 years and just went to use the points that I have built up only to see they were expired. I received no notification by email or mail that this was happening and when I called customer service they were absolutely no help. It is a shame that they are such a huge company and dont care about the day to day of their individual customers.

I tried to cancel my reservation and their online system was erroring out and when I called, no one answered.
I called the hotel (JW Marriott, Chicago) directly to cancel my reservation and they said I had to speak gosplitty.com as the reservation was booked through a 3rd party booking site. But of course - their website was not working and no one was answering the customer service line.
I ended up getting stuck with the $1,620 charge.

Poor service from JW Marriott and really poor experience and service from gosplitty.com

We tend to visit the Marriott Leeds hotel on a monthly basis and stay in the executive suites, which I find very comfortable and good value for money. Customer service is always nice and warm from the great team behind the reception. We always get the train into Leeds, so they tend to keep our bags or show us to our room early, which again is great customer service.

Senior, military or other discounts don't apply for point redemptions! Must redeem at REGULAR rate (which NOBODY pays!) devalueing the rewards program. Booking default is prepaid, FIRM! BEWARE!

The GOOD...

Has a larger global network than any other hotel chains.

App/website arguably the best in the sector (with a few caveats below) in terms of UI and functionality.

Amex Marriott credit card offers additional perks.

The BAD...

App/website doesn't feed all info (e.g. late check-out, preferred credit card, room preferences etc.) into hotel's system. Or it could be hotel staff being careless? Either way, you need to remind them upon arrival, otherwise you'll lose out.

App/website doesn't have hotel map / room selection which is available with Hilton.

App/website doesn't have Live Chat prior to online check-in.

The 'download receipt' function on app/website does not work.

Some hotels blatantly refuse to honour Elite benefits. When I said I'd contact Marriott, they basically went 'be my guest' (no pun intended). They know too well that Marriott doesn't have the resolve or sufficient resources to enforce brand standards. Hotels, on the other hand, have so many competitor brands to choose from.

Last but not the least - the traumatising Marriott Customer Care Team that you should always try to avoid, if you value your time and mental health. The poorly trained team do not read customers' emails. They just insert a template reply and click 'case resolved' so you'll have no choice but to exchange a dozen back-and-forth with them until someone with basic professionalism acknowledges your question/concern. Then it's several more weeks for them to make things right. My advice is always be careful during the booking and the stay to avoid the need to contact Customer Abuse (sorry I mean Care).

Well what can we say!! We are a couple who booked this special place for a special birthday retreat and was hoping for a top class, private and relaxing time but we were so disappointed with this place. We are not normally one for complaining but we felt that people should know what they are getting for their money. I want to give an unbiased review.

Below is a list of points that were not up to a standard that is expected from a luxury 5 star location.

- the beach was much smaller than expected and not the pure white sand as depicted on the website. The coastline was mainly rock either side of the small sand area.
- There were not enough beds to cater for the number of guests.
- Some of the beds were in shallow water. This is a nice touch but not when there are many people walking past not to mention children running past causing splashes when you are trying to relax.
- The pool had many broken tiles and was a risk of cutting someone’s feet.
- At dinner in one of the restaurants I discovered black paint had transferred to my elbows where I was leaning on the table. I didn’t know until I got into bed and big black marks appeared on the bed sheets.
- After going back to my villa after a sunbathe I found the water had been switched off, I couldn’t have a shower to freshen up. I waited over an hour before it was rectified.
- We had paid for full board but the staff insisted we paid for our lunch until this was realised by the staff.
- The Gym area was and very basic, dumbbells were mismatched and the entire gym was not very well maintained.
- The gardens were not watered enough, the grass was dead in most areas.
- Air conditioning and ceiling fan was noisy. Needed ear plugs to sleep.

Good points
- Accommodation was quirky but very nice. Bed was large and comfortable
- Staff were very polite and friendly as usual in Thailand.
- Nice plunge pool & Jacuzzi
- Sunsets were beautiful

This place really does have the potential to be a great relaxing retreat. However the staff were doing their best to keep on top of things but it simply wasn’t up to standard. My honest opinion is this place should be a 3 star not 5 star.
We thought after forking out almost £1000 per night we would get one of the best experiences. We were wrong.
To be fair to the site manager she did help us get a full refund on our remaining days.
We spent just 20 hours there before deciding to leave.
Marriott, please take note, you need to greatly improve the standard here, the staff are doing their absolute best but there is a lot missing. Facilities, repairs, gardens and staff training would be no1 on the list.
Unfortunately for us it ruined our relaxing time in Thailand.

We booked our Spring Break trip 52 days prior to our stay with points. Allegedly, rule is they cancel reservation 60 days prior or 14 days prior to your trip, whichever comes first, if you do not have enough points. To me, that means we should not have been able to book the trip without sufficient points. I travel for work, and I thought I would accumulate enough prior to stay. Marriott's allleged policy is it's your responsibility, and they do not need to notify you to purchase points or try for cash + points, which we would have gladly done. We never got a cancellation 14 days prior, which we would have been okay with as we could have planned or booked directly through hotel and kept our 1 bedroom suite with full kitchen. No, instead, we got a cancellation "email" day before our reservation. We were on a beach at the first part of our spring break, when I just happened to check email. Each person gives me a different response as their rule changed March 28,2023. We fell in a strange time period, and noone will admit it. Also on March 31, 2023, we received an email from Marriott showing our reservations was a go. There were of course no one bedroom suites available at the Marriott property, and I was so turned off I didn't want to book another Marriott property in Savannah. We went with IHG and my F/F rate. It was amazing, yet it added a lot more $ to our trip, as it was more expensive, couldn't use points that late into game and no full kitchen. We are fortunate we found a room, as it was Spring break. When I had checked 52 days prior, IHG had no availability. The fact that Marriott doesn't care to admit the wrong has caused me to write this review. I have already gone on Twitter too. I am next going to start a Facebook page towards the poor, lack of customer service.

Party in another room at night, loud music and shouting. Called front desk twice through the night nothing was done party continued. No refund issued by the hotel, in fact when I talked to mgt. in the morning they said I should have called the POLICE " pathetic", and the hotel refused to give a refund for the night. Needless to say our family of 5 did not sleep and the following day of our vacation was completely spoilt.

Marriott offers allianz travel insurance just before you book your room for $12.00 to cover flights, sickness, delays, etc. Since there was some problem or glitch with the Marriott website, I had to make the reservation by phone. The Marriott folks cannot take an election for travel insurance on the call center, so they transferred me to Allianz Travel Insurance. The representative said they offer no insurance at that rate and would charge me $138 for insurance. If this is not bait and switch, what is? Really surprised that Marriott would stoop to this level.

As reported in numerous other reviews, terrible customer service, if you have an issue and plan on contacting customer service good luck, I was hung up on by a supervisor, if your a frequent traveler and have the option to do so I would stay elsewhere instead of wasting money for decades as I have staying with this company only to be blown off the first time in 20 years I had the need to have an issue resolved, will take my business elsewhere

Privacy breach !!!
I made a reservation that was confirmed and cancelled by Marriott several days prior to the check in. My credit card was associated to another customer booking. They acknowledged the mistake but booked me a bigger fare and never reimbursed me back.
I’m platinum and will never use Marriott again . Will also raise an insurance claim and legal protection.

I was deeply disappointed that Marriott AC Hotel Times Square had no water running on the night of our last stay, due to planned cleaning works by the hotel management.

The hotel team knew about this in advance but didn't bother letting us know, not via email or sms or a note to the room. I'm blown away by the lack of care and respect to your customers. If this was something that you know was coming, why not let you customers know in advance?

We only found out about the outage just before it started, via a tiny note that was pasted to the elevator. The note was so tiny that is was barely readable. This resulted in us not being able to take a shower or use the toilets before checking out of the hotel in the middle of the night on the way to an 8 hour flight.

Extremely disappointing behaviour by Marriott AC Hotels. If we would have been informed in advance that there's a planned water outage, we would have never booked this hotel.

This is outrageous conduct and I cannot see how I will ever stay in a Marriott hotel again, unless you make it right to us. If you have any respect for us as customers, the minimally decent thing to do would be to refund us for the last night of our stay and give us some compensation for the way we've been treated.

Fantastic experience in Pisa Marriot Hotel,the staff all was top professional. I wll come again , thanks.

Terrible customer service for Titanium Elite members. I had reservations for on hotel on two different dates. Used points to book both. I called a week before the arrival date and canceled. I had to perform a surgery on low notice. I assumed the points would be given back. I waited 30 days for the system to update. No points were refunded. I called the Titanium Elite service number. . I was given a case number and was told the hotel would contact me. They sent another invoice to me saying I stayed on a date of the day I called to have this investigated. I’ve called 6 times and each time a new case number. I finally asked to speak to a manager. The manager said he would have corporate contact me. He said “you realize that corporate will listen to your call and check hotel video to prove you canceled?”. I said that would be great as this should clear the confusion about this issue. No call back or email. I called again and this time I was told that a new case would be opened. It’s an endless loop. I’ve spent $48,545.20 on rooms in less than a year. This doesn’t include room service or tips to staff. Never had incidental charges, always used their paid parking service and stayed at premium properties. I’ve since switched to Hilton. Please beware, they instantly assume your trying to steal points or at least it felt like they were assuming. Why offer rewards if you’re not going to honor your commitment?

I redeemed points for two awards in mid December. To date, I have received 1 item, which looks nothing like the image on their website. After weeks of complaining, I was told that images are for “illustration purposes” only, and I will have to pay to return the item I did not order. The worst customer service that I have ever experienced‼️

Reserved months in advance for Jan 1 with my fiancé for her Birthday. I used their app to let them know I was coming 3 hrs in advance. The room wasnt ready they put me at bar for 20 minutes then sent me up to the wrong type room. See I reserved the indoor balcony suite for $197 for the night. So first they said your reservation doesn't say indoor balcony, then they said but we will have one available in about 10 min. So back to bar for 16 min. We went out to eat came back for hot tub and pool. Hot tub was luke warm so we tried pool was freezing couldn't put feet in. Asked a lady from front desk to help. She felt freezing eater daid she didn't know how to turn on heat the maintenance man went home.Went upstairs to watch tv, tv had crack halfway up screen in bedroom. I told them so they wouldn't think I did it, they said they knew about it. They said sorry about everything they were very busy the night before. Since then tried twice to reach out to marriott to be reimbursed but have blown me off both times. This is not the way to run a professional business. Marriott used to be the best....Not anymore I will take my business to the Hilton. Update: operations manager called me today on 6th said he would get back to me on monday will update. He said he gave us breakfast and a glass of wine that was enough in the general manager's mind.

Worst experience ever when it comes to Marriott Bonvoy support team. I was supossed to receive a refund already in October. So far I haven't received anything and the customer support is terrible - they keep asking me about details they have in previous mails or tell me they will come back in few days and then I hear nothing from them. Avoid them if you can!!!!!!!!

Just had the worst Christmas meal I have ever had at your Bexleyheath hotel. The meal was booked for 1.30. At 3 we were still waiting for our first course. When it finally arrived it was meant to be prawn cocktails but it was 6 small frozen prawns covered in some sort of sauce. We then had to wait an hour for the main course which was supposed to be a turkey Christmas meal l. Well we had two slices of hard turkey with 3 minute carrots, one hard Brussels sprout, 3 small roast potatoes and that was it. A part from the gravy which when poured came out like glue. And the peasta resistance was the Eaton mess. It was a dollop of foam cream with two bits of meringue put on top. The whole meal took 3 hours to serve. And I paid £25 for this pleasure. I will be posting this on social media telling anyone who has booked a Christmas meal at this branch to cancel. I’m backed up these comments by 100 other people who attended this meal.

Got rejected from a job offer as a reservations agent in Mexico city most likely because I was honest about my smoking weed, of course they put this within their 'illicit substances' list in a paper you're given to fill before you're subject to a urine antidopping test to work in an office where people are still obliged to wear the ridiculous mask. They told me they would call me the same day to give me results about my process, but they contacted me the day after through a WA text implying that the reasons for my rejection are 'unknown', lol. Of course we're in Mexico and their job laws are still outdated, maybe it's not MArriott's fault to be discriminate towards other non-cancerigenous lifestyles (because of course they consider cigarretes as legal) that yet are respectable and responsible citizens. Blacklist me please from your job database, pls.

I'd like to believe as a global hotel chain this company's customer service in the Customer Department/Call Center are the worst ever. I am a member of their so called 'loyalty' club. I was not qualified for a stay in Netherlands just because I reserved thru my company's booking agent not from the hotel directly. It shouldn't matter and didn't matter for all their competitors but I was having the hardest time to explain my two cents to anyone in their call service. The company's attitude towards customers is worst I've ever experienced, borderline rude and treatment I see is resembles punishment just because I choose them!