Marriott Hotels and Resorts Customer Service Issues

I was excited about my upcoming stay at the Sheraton Rio earlier this year. Unfortunately, upon arrival, I was disappointed to learn that breakfast and club lounge access were no longer included due to changes in my status. These amenities were a significant factor in my decision to stay at this hotel as I enjoyed them during previous visits. I even discussed them with my travel companion beforehand. When I inquired about a one-time exception due to my Lifetime Elite status, I was informed that I could pay extra for club access. Despite my reduced status because of the pandemic, I had expected better treatment from Marriott, especially as I return to business travel. The beginning of my trip to Rio has been frustrating and disheartening. I hope that the situation can be rectified. Thank you.

During my recent stay at the Fairfield Inn in Fenton, Missouri, I encountered numerous disappointments. The front desk staff was unhelpful, and the room was not clean. On two occasions, I was locked out of my room. The continental breakfast was lacking - there was no juice, milk, waffles, or warm food available. When I inquired about this, I was told it was due to new ownership. I believe Marriott, known for its high standards, would not approve of the service provided by this establishment.

I need assistance with missing points and incorrect billing from my recent stay at Sheraton Kauai Resort. My wife and I, Barry and Jane Shrum, stayed from 5/15/[redacted] to 5/21/[redacted]. We booked through the Marriott Bonvoy website and paid in advance on 5/6/22 using our Boundless Credit Card. However, we have not received points for 3 nights of our stay and the bonus points for using the Boundless Credit Card. Our credit card statement shows the correct amount of points, totaling 70,[redacted] for this transaction. The Marriott Bonvoy website only shows a total of 15,[redacted] points for the entire past year. Despite multiple attempts to resolve this issue with both the credit card company and Marriott, we have not received a satisfactory response. The Sheraton Kauai statement only reflects a 3-night stay from the 18th to 21st, missing the points and documentation for the rest of our stay. We need these discrepancies corrected before we can proceed with booking future travel plans.

Good afternoon, today I had an unpleasant experience when picking up passengers from the Marriot Quito hotel. I encountered mistreatment from a bellboy that hindered my work. This incident was captured on the hotel's security cameras. As a guide with 25 years of experience, I have frequently picked up passengers from this hotel. It is disheartening to witness a decline in service quality, as mentioned by the receptionist. Luis Fernando Aldas

My daughter booked a room for us today, but upon arrival, we found two strangers inside the room and it smelled of marijuana. After contacting my daughter and the hotel, they insisted she must be there in person. I picked her up, and when we went back, they informed us she wasn't allowed because of the situation in the room. They refused to refund us due to the issues with the room. We want our refund immediately to find alternate accommodation.

I made two reservations at the SpringHill Suites in Arundel Mills, MD for June 4th and June 8th, near BWI airport. Before my arrival date, Marriott sent me an email about my reservation. However, I was unwell due to COVID and couldn't travel, so I responded to the email requesting to cancel both one-night stays. Despite canceling, I was still charged for both days on my credit card statement, even though I did not stay at the hotel. I am seeking a full refund for these charges. Thank you.

On July 21, [redacted], I made a reservation through Priceline for a room at the Courtyard Los Angeles Westside from October 6 to October 8. I canceled the reservation online on July 31 and received a cancellation confirmation with Priceline trip number [redacted]-[redacted]-[redacted]-16. However, on October 6, my credit card was charged by Courtyard Los Angeles Culver City USA for the same amount of the room. When I contacted Priceline regarding a refund, they referred me to the policy that states refunds for charges by third-party entities will be handled by the specific company charged, not Priceline. To clarify, I would appreciate more information on the refund policy.