Marriott

In November 2025 Marriott abruptly informed us that they are no longer honoring our Sonders by Marriott reservation. In the end Marriott refused to assist us with refunding our payment and I had to get my credit card company's help to charge back the amount.
Marriott was clearly aware of the risks involved of partnering with Sonders, but when Sonders collapsed Marriott simply put all the losses onto their customers. Happy to take the revenue while it worked, happy to screw their customers when it stopped working. Such pathetic corporate greed and the CEO never publicly apologized for this atrocious behavior. Since Marriott made no leadership changes after this disaster it is clear they considered it a calculated risk - so be ready for this to happen with your next reservation again. This is how Marriott does business!

Four Points by Sheraton San Diego Downtown Little Italy
According to Marriott, property has been closed since 1/15/24.

I booked a reservation in November 2024 for 1/30/25 - 2/2/25 and just today 1/21/25 found out the hotel is closed. No one called, text, or emailed me of this closure and cancellation of my reservation.

I contacted Marriott customer service directly who was not helpful at all or apologetic for the lack of communication of my reservation being canceled and the hotel closing. They only offered to rebook me at a different hotel for TWICE the rate I originally paid for. They refused to honor the same price I paid for this hotel when I booked months ago in November.

Very unacceptable and poor customer service from Marriott. They have officially lost my business. Do not book with Four Points or any Marriott property they do not care about providing guests with good service.

Shame on you, Marriott!

My family and I stayed there in November of 2023 and my aunts wheels were stole off her vehicle that was valeted by the hotel. She has been a Marriott titanium member for years and they did nothing after being told the room would be refunded. She is out thousands of dollars and has yet to see a penny from anyone. Terrible customer service for such a loyal customer.

I stayed at the Fairfield Inn & Suites Chesapeake. 1560 Crossways Boulevard Chesapeake, VA ******* on January 19 -21. I often stay here due to my job. After checking out on 1/21/2024. I realized I had left my registered firearm under the pillow. When I called back the same day and spoke with management. They stated housekeeping had not turned in any items. I honestly love the location of this hotel. But no one is honest here. I even went out to get a food delivery. And if cameras were viewed. It would have clearly shown my weapon on me when leaving and re-entering the building during my stay. My advice. Triple check your room before leaving because employees will not return items that clearly does not belong to them. I have filed a a police report with the Chesapeake police department.

I tried to write my review on the Marriott site. However the survey that was sent after my stay expired.

My wife and I were platinum members at the old Starwood and regretted the change with Marriott. Worst possible web site and mobile app. Every time I try to sign in I get the error message. I know my email and member number are correct as I get frequent emails wanting me to buy points. So it's a password issue and updating your password is an excruciating experience. However, with an hour of spare time and infinite patience it is possible. However, once I get signed in and complete my transactions, I will go through exactly the same experience the next time I try to sign in. Their hotels are excellent but boy the customer service on their apps is extremely frustrating. So, I am done with Marriott and will sign up with another high end chain like Hilton hopefully with better customer service.

Arrived at 21.30 pm, the room was not cleaned. Had to wait to clean the room, the manager "Sara" resolved to discount $100 from our account, we don't think it was enough, we payed almost $250 for a night. Unpleasant wait at the hall, not even offer us a drink at the bar!

Just checked in and checked in late so there was no one else checking in I could say perhaps they were just too busy. Gentleman checked me in and provided 2 keys and at least stated where the elevator was. No
Welcome to Marriott or even basic information as to restaurant, amenities etc. Or if needed anything for the room; I just assumed due to technology I would find that on the TV. However nothing is listed about the restaurant or how to find items on food menu. I was transferred twice to the restaurant and once called directly for room service as I had a long trip and was tired, there was no answer or anyone called back. I hope the other 7 days here get better.

Also Cannot say receptionist is unfriendly as he
Was speaking to a couple after I left to park my
Vehicle & return.

The overall place looks great.

Please beware. Marriott is dishonest about the benefits for titanium members. They have discriminatory practices when it comes to annual choice benefits. Make sure you record every transaction. Their customer service staff are totally incompetent and don't understand basic English. Buyer beware!

I called in to explain about a recent stay back in December. It was regarding using my free night award. The guy at the hotel said he couldn't do anything because it had to be booked online. I said I could do it but the guy said it would not work. I found out this was misinformation. After explaining this to Gabriel and the whole scenario more than 3 times, he offered zero help or interest. Horrible customer service rep who definitely should not even be taking calls. There's more to this complaint and the zero steps he took in addressing this matter.

My husband and I checked into the marriot union square (san francisco) on 24 December 2023 and checked out on 28 December 2023.

On the evening of 27 December I went to the front desk and asked the person there, an elderly Indian gentleman,to give us a morning call the next day at 530am. We were due to catch our flight back to Singapore at 930am on 28 Dec 2023 and I knew we had to be in the SFIA at least two hours ahead of the flight time. He said ok

That evening, before 12 midnight, I called the front desk from my room and spoke to someone who said his name was Mr David and he said he was the Manager of the Hotel. I told him I had placed a morning call request with the Indian gentleman at the front desk and he said ok. He did not check, he merely said "ok". I asked him about the credit card which I had passed to the same Indian elderly gentleman on the night of 24 Dec 2023(when I had checked in) and asked David when would I know that Marriot would ask my visa credit card to release the holding amount of USD$200.00. He said it would take about a week and I was shocked. I thought it would only take 2-3 days for Marriott to inform my visa credit card to release the holding amount. David then went on to say that if I had any problem with my credit card releasing that amount back, to fell free to send him an email. I asked him for his email address but he said he would pass his name card to the front desk person on duty on the morning of 28 Dec when I checked out.

Come the morning of 28 Dec 2023, luckily we woke up with the help of "our internal alarm clocks".When I checked out and settled the bill, I asked a Chinese lady around 50 years old, for David's name card. She asked me suspiciously why I needed his name card and I explained to her it was because he had asked me to follow up with him in case I had any issue with Marriot releasing the holding amount of USD$200 back to my card. She was very reluctant and brusquely passed me a name card. At that point in time, my husband told me that our taxi had arrived so I hurried off. I was quite put off by her attitude because she was very reluctant to pass me David's name card. Was she afraid that I was going to complain to him about something?

Since my husband told me to hurry, I told her as I left the front desk, "Oh why didn't you all give us a morning wake up call at 5.30am?" And I gave her the "thumbs down". She said "Oh you placed a request for a morning wake up call? Are you sure? What time? What time?" I said "5.30am. Wow Mariott's service sucks huh?" As I walked off, she was still shouting to me "Are you sure you placed a wake up call request? What time? What time?" It was Very annoying!

When we were in the cab, my husband showed me the name card that the Chinese lady (from China) had passed me. It was the name card of "NATHAN J WAKEEN". She did not even have the decency to say "sorry I can't pass you the name card of David. Instead I am passing you the name card of Nathan J Wakeen" and neither did she have the courtesy to say "so sorry for having missed giving you a morning call".

Is this the kind of service one should expect from the Marriott hotel,Union Sq, San francisco?

I was aghast with her attitude. I can't remember her name but it was a Chinese name, it was either "Min Ying" or something. But it was definitely the name of a Chinese person from China, as in it was not a Vietnamese name or a Christian name. At first I had thought she was a Vietnamese but by the name, one could tell she was not a Vietnamese.

A Disgusted Guest

Any time I travel somewhere, I seek Marriott hotels because I'm so used to staying overnight in their apartments.
The level of services is beyond the sky, they always cater to the needs of visitors and do everything to please them. I suppose that is the direct of evidence of how the service influences the brand awareness and creates trust from clients.
I can't even count how many times I stayed in their hotels, but I don't care, the main - I have a joyful time.

I stayed at Marriott in Alpharetta, Georgia on October 09,2023. I walked in to the front desk with my Granddaughter and the lady was very nice she had an incredible personality which was cheerful, inspiring, professional and optimistic. For identification; she was white. She showed us where the pool, elevators and restaurant were. Everything was very clean except the pool it was enormously clean. I have never seen anything like it.

When I reserved the room online at Marriott.com it stated that it was a corner room and displayed a large window which is what I wanted for my one-year-old Grandson who loves to look out the window and experience the world. The window was small and blocked by a tree and this room only had one window not two like most corner rooms have.

We went to the restaurant and waited for awhile to be seated. A short man who spoke poor English told us that we couldn't be seated in the restaurant since some employees didn't show up to work. Therefore, my wife, 3 yr old, 1 yr old and myself were seated in the bar at a table that I am 6'2" man couldn't eat well because the chair sits so low. Everybody was quite loud and drinking like they should be in a bar. My family should have at least been seated in a quiet family environment. The food was horrible and it took over an hour to receive it. It cost me $120 to have a horrible experience.

We checked out around noon and remembered around 5:00 pm that my 3-year-old Granddaughter's very favorite star magnet was still in the room on the thermostat. I drove back to the Marriott to talk with the cheerful lady however, she was busy so I talked with the other lady at the front desk. For identification; she was not white. I told her about the magnet she stated that I was the last one in the room and the maids had not cleaned it. She stated the maintenance man was sick and didn't show up to work so she couldn't get it that night. I asked if I could get it, she said no. She would leave the maids a note and call me on Wednesday. While I was walking out the door the maintenance man that was supposed to be at home sick said hi to me. He knew me since he gave me a working TV remote the night before. No body called me by 6:00 pm the next day so I called and no body knew anything about the magnet including the maids. The lady told me she would get it and give me a call back, she didn't. The next day a man said he would check and give me a call right back, he didn't. If that front desk lady would have let me go up and get it the first night my Granddaughter wouldn't still be asking me for it. Employees except the cheerful front desk lady, pool staff and maids just don't care.

Clean, Restaurant is horrible, Employees just don't care

Marriott advertised a corner room with a large window. After all my business trips over 45 years I expect a corner room to have windows on both sides this one had only one small window blocked by a tree. The room was clean, the linen was newer but the chair was worn out. What happened to the Marriott name meaning plushness, up-to-date furniture and good quality happy employees treating you like a customer not a hassle. What happened to the bellhop. A Hotel named Marriott used to mean something but now a hotel with Marriott on top of the building means less than Hotel 6 quality and service.

Would never ever stay here again! Newer manager is horrible to deal with! Stay wherever else you have to unless you like being taken advantage of!
Also…. Bedbugs!

Encouraged to purchase a $199 4 day vacation when booking a room. One year and 3 months later when finally have time to take it, am told expired and have to pay $99 to reinstate. No thanks! This is not how you treat rewards members if you want their business. Travel for work and fun - and plenty of other hotels out there.

I have been a loyal Marriott customer for 26 years. I was an ambassador level for several years. I am still a lifetime, titanium elite. When I booked online I made a mistake and used S 85,000 certificate for a 12,000 point hotel stay. About three weeks after the stay, I realized this and contacted Marriott. I called in to have the certificate reinstated and points taken out of my account. I was told that was not possible so I asked for it to be escalated, and I was provided a case number. I called in a couple more times it was told at the case was in progress of being reviewed. After not hearing anything for a month and a half I sent an email to Marriott and I was told to call into a different number for info. I called that number and explained the issue I have with how certificates are used online and the problem that occurred and I was told oh we told you we would not reinstate the certificate and take your points. I said that is incorrect I had never received any response after the initial call. I was told the case was only open for documentation. However, I was originally told the case was opened in order to provide a possible exception. I am so frustrated with Marriott after being a faithful Marriott customer to be treated like this.

With over 30 years of experience staying in hotels and resorts both in the USA and internationally, I was quite taken aback by the response and impolite attitude displayed by a front desk employee when I simply requested some extra towels. This morning, I politely asked the front desk to provide us with additional towels, and they informed me to return later to collect them since there was no one available to deliver them to our room – which was understandable.

To our surprise, when we received a call notifying us that the towels were ready at the front desk, the employee also requested that we bring our used towels back. While we were willing to pick up the fresh towels ourselves due to the staffing situation, the request to bring back our used towels struck us as entirely unacceptable and baffling. This incident demonstrates a lack of attention to our needs, an impolite demeanor, and an unreasonably rude request from the hotel staff, which left us quite disappointed.

This experience occurred earlier today during our stay at this hotel.

THEY HIT US WITH A FRAUD $500 SMOKING FEE AND WE DONT SMOKE. IVE BEEN IN AND OUT OF THE HOSPITAL AND CAME WITH MY CARGIVER. WE ARE IN OUR MID SIXTIES AND NEVER SMOKED IN OUR LIFE~! THIS IS ALL REVENUE GENERATING. RUN~! TOO MANY OTHER PLACES TO SPEND YOUR MONEY. AND ANY SMELL THEY SPEAK TO IS CUZ THE FRIDGE DIED AND WE LOST $35 WORTH OF FOOD THEY WERE PREVIOUSLY CALLED ABOUT. THE SMELL SO PUTRID, WE COULDNT EVEN CLEAN THE FRIDGE OR DO THE DISHES. AND THATS WHY HOUSEKEEPING IS MAD, CUZ THEY HAD TO WORK ~! THE LIE EVEN GREW TO INCLUDE ASHES ON THE BALCONY WHEN I CLEANED IT MYSELF AFTER A HUGE RAINSTORM CUZ PINE NEEDLES WERE STREWN EVERYWHERE AND WHILE WE CHECKED OUT IT WAS STILL RAINING~! ASHES DONT SURVIVE RAIN ~! THE EMOTIONAL TURMOIL OF 8 HRS OF ARGUING WITH SNOTTY TAYLOR AND THE OTHER LIARS, INCLUDING THE DISMISSIVE AND ABRUPT GENERAL MANAGER SENT ME BACK TO THE HOSPITAL. I SHOWED MARRIOTT AND BONVOY THE HOSPITAL WRIST BANDS. CROOKS JUST LOOKING TO EXTORT YOU. AND EVEN PUT THE CHARGE ON THE CAREGIVERS CREDIT CARD WHEN TIMESHARE WAS IN MY NAME. PLEASE HEED OUR WARNING~!

CULTURE WITH MARRIOTT HAS CHANGED. IVE STAYED AT MARRIOTT OVER MY LIFETIME AND ALL OVER THE WORLD. I WOULD NEVER RECOMMEND AND WOULD LOOK TO DISUADE ANYONE FROM GOING. MY SISTER IS A TRAVEL AGENT AND AGREES THAT ALL SHE RECIEVES ARE COMPLAINTS, REPREHENSIBLE PEOPLE. LAZY, DISRESPECTFUL AND LIARS TO JUST TO TRY AND MAKE A BUCK ON SENIOR AND A DISABLED VICTIM. IVE NEVER BEEN TREATED SO REPREHENSIBLY WITH DISRESPECT. COMBATIVE AND DISMISSIVE. FRAUDULENT PREDATORS, CALLOUS AND BLACKHEARTED.

CHECK HOW MARRIOTT DODGES THEIR BAD REVIEWS THAT ARE OUT OF CONTROL
https://loyaltylobby.com/2020/10/29/marriott-has-suspended-verified-hotels-reviews/

I STAYED AT MARRIOTT BARONY WITH MY TIMESHARE WITH INTERVAL INTERNATIONAL AND TOOK NO PICS. WE ARE SENIORS,, SO OUR BEST DAYS ARE OVER FOR PICS.

You should not use a valet service at a Marriott facility. Marriott does not take responsibility for damage caused to your car by the valet.

We booked 2 rooms. The first room had bloody handprints and smears on the bathroom wallpaper, the 2nd room's tub was clogged shin deep from one shower and a 3rd room's heavy wooden closet door fell on me as I tried to close it. The GM did not refund my points as promised. A week later I had to call the corporate office and receive a case # for them to only refund 1/2 of what was promised by the hotel. Side note, China, the young lady on staff that evening was very accommodating and helpful. She did everything she could to make us feel comfortable. The GM did not follow through and I am extremely frustrated the amount of time it is taking for Bonvoy Marriott to make this right.