Marriott Customer Service

We arrived at this site to be told they over booked...we would get a room with one double bed. All 4 adults would have to make due with a roll away and couch. So....once all the beds where in place you had to crawl over the beds and luggage..thank God no fire. The staff said this is normal practice. They should practice using a phone to contact guests before they arrive to a horrific situation after traveling all day. Never again!

You have a great staff at your Towne Place Suites in Layton, Utah. I was recommended to stay there because of a long term commitment for my company's business. Your staff has been professional, competent and a pleasure to deal with.

Moving my daughter out of her dorm at FIT in NYC, then sending her to summer study abroad in Shanghai. Super stressful- but this hotel staff was beyond the best! We stayed at the Fairfield Inn & Suites NY Manhattan/Chelsea on 28th. Front desk staff treated us like family! Helping us with printing out exam project and passport copies and always ready with a smile! Especially George N. and Brandi J.! Great room- super clean- BEST front desk staff!

we were staying in Courtyard Marriott in Roseville Minnesota. we arrived late on Friday night, 9ish, and Heather Anderson was a pleasant as possible to my tenacious 11 yr. old son and 13 yr old daughter as if we were family. Heather "gets it" as far as family goes and making us feel welcome. The next day, we had a wedding reception to attend that excluded our kids, so we had set up for them to go down to get their dinner, and then go swimming for a while. Heather not only brought their dinner to the room for them, but she also kept an eye on them, and reported once we arrived post reception, that the kids were great and behaved very well. She also treated them to brownies to boot. People like Heather are what makes or breaks our stay, and believe me, She made our stay spectacular. The fire alarm tripped due to a faulty elevator motor, and I was able to check in with her to make sure that all was ok after the fire department took care of everything so we could still attend the family reception.

If there is an award in Marriott for going above and beyond, and making us feel that our kids were cared for without our asking, it should go to Heather. She has the ability to make folks feel like she is family immediately, and that we are cared for by family. Thank you so much Heather.

The walls of the room were so thin I could hear voices in the next room. No internet service in the room unless you choose to pay $ 12.95-$16.95. Service in the bar was terrible... with only 7 customers in the bar we had to wait 10 minutes to be served. The meal at the hotel was the worst I have ever had even for banquet food.

We booked incorrectly at the Marriott Courtyard in Savannah. The manager, Matthew Jennings spent an inordinate amount of time to find us a room although there were almost no rooms in Savannah...(it was spring break and the music festival). He deserves very special recognition!

I am sadden by the fact that your hotel does not provide any courtesy to soldiers. Yes there is a discount on the rooms but this discount can also be found on sites like expedia etc.

I'm on my final night of fourteen and up until tonight everything has been wonderful. I first went to the front desk at 5:00pm to inquire if there was a band playing on my floor. The front desk informed me that no it was two floors above me, a "sweet sixteen" birthday party. They then called the manager who offered to move me to another room but also assured me the band was only playing until 7:30 and then it would be a DJ and that he would be able to control it. Well, apparently he's not as good as he thought. It is 9:10 and I can still hear the music. The DJ is as loud as the live band. There is also a group of kids running the halls with no adult in sight. This is suppose to be a "business" hotel, it is no longer. I have an early flight out tomorrow with more travel plans to return to the area. It will not be at this hotel or any other Marriott property. I will also be contacting my corporate travel group and letting them know so that they do not book at Marriott properties either.

Me and my partner I. Damianos are staying in Marriot Athens for over ten years when we need to be in the capital of Greece. We are overwhelmed by the hotel staff, all without exception, and especially Anna and Heidi that are in charge of the Executive Lounge. I am writing in order to share our contentment by the excellent service they provide with the warmth of real hosts. Thank you.

I stayed at Fairfield Inn in Redding California. I told the front desk that a guy who was doing work for me would be in the room for one day . I left and traveled north to where I have a house. That weekend I noticed a thousand dollars worth of charges on my credit card. When I called the Inn and asked them why these charges were on my card I was told that the person that was there said i was paying and he stayed for a week and had a pet as well as smoked in the room. When I saw the entire bill they had moved him to another room after I had left. I asked to speak to the manager and I was told she would not discuss it. I asked why they charged me for someone else staying there and I was told they thought I was still there and that my card was on file. I asked them when they changed rooms for that person did they call me or contact me to get authorization, they said no. I will never stay at any marriot hotel again. Obviously they believe that they can charge to a credit card without prior authorization.

I stayed with my family for our sons hockey tournement and was told at checkin that the kitchen was under renivations and was reopening by 7pm. At 730 I called for dinner and the guest service girl giggled and assured me the kitchen was not open for 3 more days!! Need I say more?

I recently booked two rooms on oct 21. 2012 for New Year's Day was promised connecting suites when went to check in was given we put someone else in the connecting suite did not give us any reason to even want to stay the whole idea was to have a nice New Years ..the supervisor was rude and sassy ,Sara,said nothing she can do ....cocky and s not a face I would like to see at a future stay In these times staying at a Mariott has made me wan to stay other places will tell friends to cross over bride and stay at Hampton in ...so Sara this is for you hope you have a job in 2013 ,.....

I am a very loyal Marriott customer. I am very upset at how poorly run the Sky miles program is run. I am a Platinum rewards member and stay in your hotel 125 nights a year. On November 14 I ordered a computer and used 298,000 points. On November 26th I received an email saying it was backordered and it would be delivered by December 14th. I have called numerous times and sent several emails. As of today December 26th still no delivery. I spoke to three different people today alone. Brendan the supervisor told me the person handling it is on vacation until January 3rd and would call me when they get back.

Put yourself in my shoes. Would you be happy? I can’t believe how poorly this program is with no accountability.

Stayed at Mystic Marriott for one night as we were passing through. No special room and was charged 319.42. Told us best they can do without having reservations however, this room has a nice view. The roof was the view!

I received the invoice on my bank statement and it shows us there for three nights. The dates are false as we left the following morning and spent only one night. We had no options as we were tired so the Marriott staff simply took advantage of us because we did not have reservations. Our last stay at the Marriott personal and corporate. Merry Christmas Marriott

My family is here for my oldest sister's funeral and I expected sooooo much more. The rooms are designer suites and the bed is to die for...however, there are no holiday incentives to stay here again. There are only a handful of guests here and after 2AM all televisions went off until 9 this morning. We did not get breakfast incentives to say thank you for being with us the holiday.. no free continental breakfasts, no pastries, no free nothing! I fussed about wi-fi and the young lady waved the fee.. are you serious Marriott?

I assumed that with this prestigious place would treat a family matriach better... I am sitting across the street from LaQuinta Inn full of customers and breakfast... and other holiday thank you... and get the laundry room working please! I will not be back!

We finished a cruise on Oct.30 and were due to return home from Rome via a flight to New York. Unfortunately the hurricane caused our flight to be cancelled. We were told by our airline that we couldn't return to New York until Saturday Nov 3. We had a business engagement on that date and had to be back sooner. We checked into the Rome Airport Marriott where we had our reservation and were welcomed and referred to the Concierge who was very courteous and helpful. The business center staff was especially helpful as we needed to make other arrangements for flights, hotels etc. Katrina was especially helpful in the Business Center. We ended up having to spend a night in Istanbul at the Courtyard Airport there and, while we arrived late at night, were welcomed with very courteous desk personnel. Despite language barriers and our pressured situation, your staff, especially in Rome, was very calming, truly professional,courteous and very helpful. Just wanted you to know. Great Concierge and Business Center.

I don't have a complaint but more of a suggestion. My husband and I almost exclusively stay at a Marriott, Courtyard, SpringHill Suites etc. and my issue is always the breakfast buffet. I, like many people, have Celiac Disease and have to be 100% Gluten Free. I often have to pack my own cereal, bread etc. in order to have something to eat before heading out for the day. I even have to be concerned about cross contamination and I know other GF guests have the same problem. People who have Celiac Disease have to be 100% GF and cannot eat the bread, muffins, donuts, waffles, sausages, pancakes and pancake syrup etc. I cannot even have a yogurt because brands like Activa are processed in a plant that also processes wheat so perhaps another brand could be added to the kind you currently serve ie. FAGE or CHOBANI yogurt. I was wondering if the Marriott headquarters would consider making a few changes ie. provide the Gluten Free Chex cereal (several brands) and perhaps serve bacon more often because we can eat bacon but not sausage due to the fillers they use and add a GF yogurt. I know it would be hard to stock GF bread for toast or GF muffins but even providing cereal would be a help. You may not know this but GF bread is ALWAYS kept in the freezer (spoils quickly) so perhaps if here is a freezer in the preparation room some GF bread could be stored there and a guest could ask for it as long as there is a note posted near the regular bread that is is available upon request. The GF bread lasts forever in the freezer. By the way, oatmeal is not 100% GF due to cross contamination so that isn't a solution to the cereal problem. I would very much appreciate it if somebody dealing with the breakfast selections would research and give some consideration when preparing the breakfast selections to accomodate the GF guests. I am tired of packing my own cereal/bread for toast etc. just to eat. Also, if you do decide to provide anything GF on your menu please make sure it is labeled which is so important AND keep it in its own container. You cannot put GF bread and regular bread side by side in the same container because of cross contamination. I know for sure if you made even a small change it would be grately appreciated by your GF guests and would make GREAT advertising too.

Thanks so much for reading my email and I hope you think it is important enough to at least create a discussion among management. This change is a lot less complicated than it sounds - trust me - I live this diet for health concerns. Any change is better than no change at all. June

My Husband and I went up to Charlotte to see one of the sales Promotions and were to receive a 3 day 2 nite stay with air fare anywhere in the US. I did not realize that if I did not dot every I and cross every t that we would be disqualified for the promotion. It is like sending in a game card to Publishers Clearing House. Silly me thought we had earned the trip. I am also very sorry that your company is connected with this scam. Smart Travel and Incentives is a co. that will get nothing but bad press from me and your connection to them is Not good. I have always thought of Marriott as an honorable co. and would check out the co.'s you do business with.