The Marriott chain is my first go-to option when looking for accomodation. The rooms are clean, equiped with all essential amenities and every hotel I have been to I experienced generous hospitality and great service. I am about 200 to 250 days on the road and consider for reason the Marriot hotels as my second home.
Review by Deveene Vervliet1 month ago
After booking a hotel with points collected with the Marriott hotel, I was charged $750.00 on my visa. I have never given the Marriott rewards service my visa information so this puzzled me. After calling the hotel they informed me that this was the deposit required for the visit and this would be refunded upon checking out. After checking out with no refund I called the hotel which informed me that the charge was made by the rewards company. The rewards company representative informed me that this was a mistake and that a refund has been issued and will appear in 5-7 business days. After waiting this period with no refund I called the rewards company which informed me that I had actually purchased points for the stay. They have been unable to substantiate this with a receipt and actually hung up on me when I requested the receipt. It has been unnerving to know that the rewards company is free to charge your visa without providing it, and that they cannot confirm their charges with receipts. Avoid staying with Marriott and if you must - provide cash.
Review by Raghunadh2 months ago
I was invited by my friend, Teresa to attend a weekend function at the Hartford/Windsor Marriott Airport in Connecticut from 10/25/19 through 10/27/19. There were 3 of us staying in the room and splitting the costs. The reservation was in Theresa's name. Each of the other parties (2 of us) paid Theresa in advance for our share of the room.
When we arrived at this particular Marriott location, Theresa’s credit card was charged at that time for the hotel stay. She was unaware of the “hold” for $100.00 for an “incidental charge” so she did not have it available at that time. I offered to place the “hold” for the “incidental charge” on my personal credit card as I knew it would be taken off hold when we checked out on Sunday 10/27/19.
While we were waiting for “Cathy” to process this transaction, I checked my account to verify that she had placed a “hold for incidentals” for $100.00 on my checking account, which she did. What she ALSO did, was to charge my account for the total stay of the weekend, which she had already done on Theresa’s account, as the reservation was in her name, NOT MINE. The 2 separate charges, (1) for the $100.00 incidental, and (1) for the complete weekend charges was deducted from account, leaving my account in the NEGATIVE. I asked her to remove the hold from my account for the MISTAKE that she had made, charging me for the complete weekend stay and she refused to do so and indicated they cannot do that and only accounting can do that and they are there on Monday. This meaning, that I would have to go the complete weekend with no money at all for food, gas to return to New York, etc. as well as no money for the week until my funds are rightfully returned to me.
I also spoke with a “supervisor” named “Veronica or Victoria” (I was too upset to remember which), and she stated she would contact Aidan Ingram the front desk manager and/or Michael Trosin, the general manager. While we waited there for a half hour at least, with a line backed all the way out the door, “Veronica or Victoria” stated that she called them at least 6-7 times with no answer and that she would call me when she got a hold of them. I asked her when did she think she was going to reach someone. She said she did not know. I asked her if she was going to be able to reach someone today (meaning Friday) and she said, I will keep trying. I asked her the same question again, and again she did not answer me and said she would keep trying. I asked her what was I going to do for food and gas for the weekend, since they mistakenly deducted money from my account and she said she did not know. Neither her or the lady named “Cathy” apologized for the mistake that was made and nothing was done to compensate for it either. At that point, she said she would call me or Theresa when she got a hold of the front desk manager or the general manager, neither of whom were in the hotel. As it was early afternoon, I told her I would be back down here at the front desk at dinnertime if I did not hear from her by then, as I needed to eat dinner and I am diabetic as well.
I came down to the front desk at 6:30 p.m. and was told (without a phone call to either my cell or Theresa’s) that “Veronica or Victoria” had spoken with the general manager and there was nothing that they could do. I asked if they could give me the money they took out of my account in “cash form” so I could have money to eat with for the weekend and money for gas to get home and she said “no” all we can do is give you a breakfast voucher for Saturday morning and Sunday morning, that’s all I was authorized to do. I told her and asked her, how was I going to each and function for the next 2.5 days without any money in my account, considering they took all of it out and now my account is in the negative. She said I don’t know. There’s nothing I can do. No offer of anything.
Needless to say, you can only imagine how I felt as a Marriott Rewards Member, being told that they can do nothing about a MISTAKE THAT THEY HAD MADE LEAVING ME WITH NO MONEY FOR GOD ONLY KNOWS HOW LONG. I came from 2 states over to attend a weekend event, which I have done (3) times over the past few years and now had NO MONEY TO EVEN EAT. Not one of these front desk people apologized for the wrongdoing.
I decided on Saturday morning when the general manager got there, that I would try to speak with him and see if there was anything he could do to help the situation. I went downstairs at 10am and located Michael Trosin. I spoke with him briefly and these were his words when I asked him what would he do if he was in this situation, (after he told me there was nothing he could to assist me; could not give me any vouchers for the restaurant that was there in the hotel or anything at all other than the 2 breakfast vouchers) “Well, I would have paid cash and not used my credit card. I know how the industry works. Can’t you get someone to western union you some money?” This was his fix to a MISTAKE THAT HIS EMPLOYEES HAD MADE DEDUCTING MY PERSONAL CHECKING ACCOUNT in the amount of $241.50 UNAUTHORIZED. This was the only money I had to use for my expenses for the weekend and gas to return to New York and now I had NOTHING. I spent hundreds of dollars prior to this on this specific event, planned months before.
Saturday morning, I went to a local Key Bank, and they told me that once the charge goes through my account, I can file a FRAUD REPORT with them for this amount. In the meantime, Saturday, I have debits coming out of my account which will have NSF charges now associated with them, along with another expense that came out of my account today, and another one that will automatically come out on Wednesday, racking up at least (3) NSF charges on top of ALL OF THIS DISASTER that was created by THIS EMPLOYEE NAMED “Cathy.”
It is Monday 10/28/19 now and as I am typing this letter, my account is still in the negative and getting further in the negative. I had to borrow money to eat and for gas to get back to New York after driving to Massachusetts to drop off one of the roommates.
This horrendous weekend that was caused by ALL OF THE HOTEL STAFF at the front desk that I mentioned above, including the manager and his condescending attitude and non-caring attitude about the situation, was unbelieving at a minimum. Money was fraudulently and mistakenly taken out of my account with no remedy. I was put in a very precarious situation for the complete weekend. I was put under an enormous amount of stress and could not enjoy my weekend at all! It ruined my casual supposed to be vacation weekend. I was embarrassed by having to discuss the incident in front of other patrons in the area. There was no sympathy or empathy or assistance on the part of any of the staff members in regards to this event. I am still in utter belief that there would be no one on staff that could fix an issue like this. There are a multitude of issues with the staff and the way they handle business in this hotel.
I myself am a manager for a business and would never treat a customer or client in the manner that I was treated. I felt robbed and thrown on the curb with no resources.
I am very disappointed with the staff and this specific hotel. Come to find out on Saturday evening, one of our other friends who was also staying at this hotel for the same event, also had an issue at the front desk concerning a similar situation where they deducted money from her account by error as well!!!
Something needs to be done to remedy my situation first. I need the funds in my account immediately, however it needs to be done. The NSF fees need to either paid, or my bank will most likely pay them and then charge Marriott (I’m unsure how they will handle this).
I was there with a very large group of people that has attended an event there every year; hundreds of people. This is the 3rd time I have stayed at this hotel. This is the only time I have incurred such an incident at ANY OF THE MARRIOTT HOTELS ACROSS THE COUNTRY.
Please feel free to contact me to help assist me in remedying this situation as soon as possible. Thank you for your time and attention.
A once loving the Marriott ONLY customer,
Review by GrahamLeeson2 months ago
Lovely one night stay on business. Room clean and great staff. Thank you
Review by Lhorie Westerside2 months ago
Thank you for everything! :-)
Review by McDavdad2 months ago
Very poor customer service! I used points for a 2 day stay and instead of deducting the 25,000 points, they took 2 certificates worth 60,000 points. I called several times and finally got Nick from elite services to assure me that the situation would be corrected. Then a week later it was not corrected and I was told it would not be. Marriott will be losing out on my business and I can only imagine that they are losing out on quite a bit of business with this type of customer service!
Review by MatthewDavies2 months ago
Terrible staff, need severe training in customer service. Whole experience of staying in a marriot was terrible. Have stayed in various hotels throughout the year for business and pleasure and this was by far the worst to date. Will not recommend
Review by Sardha2 months ago
F%$# you! I never stayed at your hotel and you call me 3 or 4 times a day!
Review by Sanfy Bdl3 months ago
We had a good time in Orlando
Review by Nuutti3 months ago
I just have to say what a pleasant experience we have had while in Austin for formula One. We are staying at the Sheraton Convention Center. Our first night, we ventured in the bar while waiting for a friend to arrive from the airport. We met the bartender, Sarah who was absolutely amazing from the first moment she greeted us. The warmth, hospitality and service is unmatched from any other place in Austin. The other bartender, an ogre, was unfriendly, sarcastic and passive aggressive. When this woman saw him being this way, she immediately took reign and turned our situation around. She was so great that we chose to spend the next evening with her, rather than venturing elsewhere in Austin. She made a dinner reservation for us and we immediately came back to the Sheraton after. She remembered all of our names, what we drank, where we lived and was just so hospitable. We then found out that we met her on her first day of work. She has been there two days! This is the hospitality that should always be offered. She makes us want to book at The Sheraton again, for next years race. It is your job, to keep her there! Thank You. Mr Haas
Review by Olaunda3 months ago
I stay At the Sheraton in Garden Grove. They Changed out their beds and comforters. Was like sleeping in a board. Charged me for parking and I did not have a car. I rquested no feathers as the app asked me in advance and I had both feather pillows and a feather blanket. It took them almost 3 hours to replace late st night. Most horrible waste of money ever.
Review by Zowee3 months ago
Servers were somewhat rude, would forget what you ordered if they came back to tables at all. Concierge was useless, no more then a person handing out pamphlets. no information on what to see, where to eat, and don't even consider wanting her to place reservations for you. a complete waste of my time stopping to talk with her. i met two other couples at the hotel and both there bills were messed up. for the most part we had 2 good servers the entire 6 days we were at the hotel. to top all the bad service a cleaning lady ignored our do not disturb sign on the door and took it upon herself to just walk in our room and do whatever she pleased. invasion of privacy is about as bad as bad service can get. all we got for this was an i'm sorry, well sorry does not cut it.not sure if i will be interested in staying a Marriott anytime soon, this stay kind of left a bad taste in my mouth.
Review by Nikolic3 months ago
I stay in a Marriott in Hawaii regularly, I play golf at Marriott regularly. I like Marriott in general. However, the 5 robo calls in the last week has cheapened, de valued the brand huge in my eyes. I hope someone who has a brain and cares about Marriott reads this and cuts all ties to the robo industry, the scum of the earth.
Review by Dhayanithi3 months ago
Marriott Sheraton Needham:
Didn't expect such lousy service from a merriot/Sheraton property. I stayed for over 15 days and there were multiple instances of disappointing service. For one, apart from the $50 they block at the time of check in, another $378 were blocked on my card "by mistake" and haven't been refunded yet. Supposedly it was to be blocked on the agent's (Expedia's) account, but somehow they charged it on my card. This was a huge inconvenience for me as I was travelling for a short trip with a multi currency card with limited money. And if they realised it was a mistake, they should have just released it as soon as possible, but no, they said it would be released 5-7 days after check out. On another occassion, someone called CHURCH received an Amazon package for me as I was not available, next day when I tried to get hold of the package, they couldn't find it after multiple trips to the storage/godown and informed me that the guy named CHURCH has left the service a month ago. How did he sign the package then? I filled in the feedback form mentioning this and voila! in the next 5 minutes my package appeared. I don't know what's wrong with the management, but I certainly do not wish to return to this property.
Review by Jagrelio4 months ago
I have been receiving robo calls from marriott, that they got my phone number from one of the marriotts I have stayed with. I have never stayed in a marriott. And marriott can not prove this. This calls are coming sometimes 2 or 3 times a day. I have asked politely to remove my telephone number from their list, and the line goes dead. The number the call is received is not operational. Marriott is not doing a lot of sale, so they have resorted to begging people. This is so annoying, yet we are unable to do anything with these so called robo caller, they hide somewhere behind telephone lines. How shameful, that they call and disturb other people.
Review by Csavage Agner4 months ago
My husband is a Gold Elite JW Marriott member and has been loyal to Marriott hotels for many many years. We have enjoyed frequent visits to the JW Marriott airport hotel in Mumbai where we have always been treated very well. Now Marriott has been joined by Bonvoy and my husband's Elite status has been downgraded. I cannot stay there if my husband is not with me, as I have done previously. No more Lounge access. No more pool access or room with pool view. No more upgrades. No nothing.
Review by Andylein4 months ago
I stayed at the Springhill Suites/Marriott in Fayetteville, NC. Upon my arrival we had several bags & a few dirty clothes from a vacation we took for a week while we waited for our house we just purchased to be ready. We were in & out the door, up & down the elevator bringing things in & washing clothes, our neighbors on the otherside of us called in a noise complaint. A man who worked at the hotel MR.FOREST came to my room, knocked & RUDELY said you got a noise complaint of doors slamming & one more complaint & your going to have to leave?! Didn't ask my circumstances, could he be of assistance in any way or anything. VERY RUDE. VERY DISRESPECTFUL & VERY UNPROFESSIONAL. People stay here from all walks of life, all RACES & should all be respected the SAME!
Review by Herraghty4 months ago
Room Not Cleaned During Our Week Long Stay!!
So, we visited London for a weeks vacation opting to stay at this 4 Star Marriott Hotel located at Regents Park, London. I did know that Gold can lose its luster but not its value...until our stay at this place.
Where do I start? Better get your toothbrush, sleeping bag and strap in for this ride ! I'll be spiling some tea here tonite baby!
We arrived bright and early from our Trans Atlantic flight from the US and being a Bonvoy Marriott Rewards Gold Elite member, and having chatted via the Bonvoy Marriott Android app ( all week in sheer excitement), we probably expected that our request for an early check-in would be met. As a seasoned Marriott die-hard, and hoping to someday rise and one-day achieve their coveted Platinum Premier Elite Ambassador status, I have an obligation to make sure that Marriott is doing a good job- as we've come to expect, applaud them when they put their best foot forward ( which is 99.9% of the time...) So I hope they'll appreciate our honest feedback given all the countless choices out there, yet my family and I always choose The Marriott- our Marriott!
Anyway, my wife and I arrived bright eyed and bushy tailed at this Grand London Hotel and upon check in, I was asked for my passport. I would have expected the usual request for an ID Card and the form of payment i.e Credit Card, but alas sometimes 'being black' does have its share of eyebrow raising moments.
Anywho, so I provide my credentials etc. and ask if it is possible to check in early. The front office lady , Laura, who seemed a little unhappy with me ( making us feel alittle unwanted) , I think, stated that there was a £50 early check in fee. I then explained that I had been in constant chat with the hotel via their app. She then requested to see the chat ( which was slightly more embarrassing because it seemed like I was lying), of which I wasn't- and promptly provided my phone complying as asked. In a strange turn of events and after she noticed that I was an Elite Gold member she then explained that we could wait for a room to be vacated in lobby or members lounge of which she gaves us access to. What's interesting is that now there was no longer the option to pay the Fifty pounds and still check in early. In fore sight ( now hindsight) we had been tempted to book an extra early night using points but since we had been chatting with the Hotel, I felt we were in the good hands of my Marriott.
We waited there until 1pm. Three (3) hours after our arrival. I did try checking-in via the app at noon and was successful but Laura or whomever else was there again told me that there was no room available and to just keep waiting. Distressed we waited... what's more is that the hotel had already charged my existing credit card ( I know this because funds had already been charged on my card as seen in my credit card statement a week earlier)...
Okay, its 1pm...We then got our room, which had a magnificent view of the city etc...I'll spare you the theatrics and cut to the chase. So, during our stay at the hotel from Sunday through to Saturday, our room was not vaccumed at all. Our bed sheets were not changed!! Ever!!! We had to call for service daily at 8pm or 9pm at night whenever we returned from our long tours only to return to find our rooms uncleaned, trash still un-emptied and pretty much untouched! We even had to call for toilet paper. What's worse is that as Marriott Gold members we know that if you want to promote keeping green and also earn a few points you can notify the front desk/house keeping and/or place a tag outside on the door handle. Everyday we would complain that our room had not been touched and the first thing the same people would ask was " Did you perhaps by any chance place the 'Do not Disturb I'm watching Ted Talks"!! Of course not! By day 5 I found this to be somewhat hilarious as we would leave the hotel very early by 8am'ish and return at around 9pm'ish only to find the our poor room still dirty.
We stayed at the Marriott for 6 nights and slept on the same dirty sheets for the duration!! This is certainly a first in my book for Marriott. The concierge was wonderful and so were the 2 night housekeeping staff who promptly brought us fresh towels, toilet paper and took out our trash. The concierge lounge was epic. We did report a broken elevator in which we got stuck twice ( to Wahlid) who promptly took care of that. O
As I said earlier, I walked into this splendid hotel expecting to charm my wife with all things Golden at this fabulous Marriott Hotel at Regents Park but left feeling rather disappointed at the lack luster performance of my die hard Marriott Family!
All in all we had a good time in London but slept in misery as we had to clean the bathroom, empty out the trash and make our own room ( it's as if we never left home). Hopefully the powers that be at Marriott Corporate will have the housekeeping system better trained at this wonderful location before our next vacation! Good luck!
A weary traveler and his family.
Review by Jahnita Nimmins4 months ago
Mt Pleasant S.C. Marriott has got to be the worst ever. Room was dirty, bathroom was not cleaned. It appeared that someone just made the bed, changed the towel and left. The power went off, no emergency lighting, so we had to walk down dark hallways, down two flights of stairs, in the dark. We went to our car to get a flashlight, after the desk told was there was no flashlights. So we used ours, front desk people claimed that our flashlight was theirs. Got into an argument, we retained our light. Upon check in, the front desk person had a very strong accent. Had to keep asking her to repeat, of course she got an attitude about that, Food was cold and terrible, then they charged for it. This is the worst Merriott we have ever stayed at, and it will be the last. And sharing our experince with friends will not be a problem. One important thing, how come NO emergency lighting?? What would we do if we could not use the stairs??
I do not like giving bad reviews, I could not let this one go by. It was a loss of money to stay there
Review by Nneeh4 months ago
From June 29th - July 3rd, I had the worst vacation experience in my life, while staying at Springhill Suites by Marriott Cincinnati Midtown.
My reservation was made for June 28th-July 3rd. I was scheduled to arrive at 2:00 AM on June 29th. On the Mariott website I was asked to indicate my time of arrival. I selected 2:00AM from the drop down menu. To be sure, I also made a call to the hotel to ensure that my arrival time would not be a problem.
During my train ride on June 28th from NY to OH, I received an email asking me to download the Marriott Bonvoy app in order to check in. I did exactly that. At approximately 8:00 PM I placed a call to the hotel to remind them of my arrival time. The front desk person, whose name I was told was Pat, advised that someone would be there to check me in.
Sadly, one station away from Cincinnati, the train was held for approximately one hour due to the demise of a passenger on board (so I heard). They had to wait for emergency personnel to arrive.
I arrived at the hotel at approximately 3:00AM. When I entered, I was greeted by Tyler, who proceeded to tell me that he canceled my room for that day because I was a no show. I was very upset by this. I reminded him about my call to the hotel. He advised me that no one told him anything. I also reminded him about my original reservations. He told me that was not in the system. I also asked him why I did not receive a call before he canceled my room. He advised there was no phone number attached to my reservation. I was made furious by this. I had to enter my phone number to make the reservations! I also tried to understand why Tyler only canceled one day and not all of my booking. He claimed he was doing me a favor. Doing me a favor? Here I was, with my 12-year old child stranded 20 hours away from home with no place to go. What made things worse was that 98% of all the hotels in the area was completely booked out; I am assuming because of a Reds game. Tyler managed to get me in for one night at a hotel, which I rejected when I was initially making my reservations; it's also a Marriott brand. Tyler said they would take care of that bill.
I finally got a room the next day at the hotel I had my reservations- Springhill Suites by Marriott Midtown Cincinnati. Then the nightmare continued.
I arrived to a very clean room, which was awesome. But, that was the last time my room was cleaned from June 29th- July 3rd. The trend was, each time I complained I would receive a bag loaded with water bottles and was also offered snacks. I am not sure if they believed that would solve the problem. I also discovered that each time I complained I would receive apologies, and I was told they would address the problem. But, they never addressed it. I believe what I am about to report is the worst I have ever experienced. One of the cleaners (no one else has access to the room) left a filthy looking under wear (panty) by the sink. I was sick to my stomach! I think it was done deliberately because I complained. I have walked by rooms that they were supposedly cleaning, however, both women were sitting in the chairs, and they were both on their phones doing absolutely no cleaning! So, I gave up any hope of ever having my issues addressed. So, I decided to post to BBB and every social media I am attached to.
Finally, I do not wish for anyone from Marriott to write a scripted response to my comments. Please show me some respect and offer a proper heartfelt response. Also, refunding me my $688 would be a honorable thing to do. For my suffering, they refunded me $10 per day fee for parking! That's $40 for all the torture we put you through! Thanks Marriott!
Review by CantStopShopping5 months ago
While sleeping in my room, someone came in and stole my bag. They got my credit cards and money. Hotel says they found my bag in stairwell. They did not offer any assistance to me. Not safe at this hotel. Paris France Rive Gauche
Review by Stosh5 months ago
Overselling. Your reservation and payment with Marriott guarantee you a stay 15 miles away from place you reserved and dirty room in industrial park, not what you were reserving!
Review by NellieP5 months ago
MARRIOTT PRINCE HOTEL TORONTO
900 York Mills Road, North York, Toronto, Ontario M3B 3H2 Canada
As I peruse some of the other low ratings of this hotel, it immediately becomes apparent to me that many of the problems are systemic. These are not isolated incidents. The platitudes that will likely follow from management are therefore meaningless to me.
1. PET-FRIENDLY -- whilie I don't have a pet, and while I am not in opposition to a hotel being 'pet-friendly,' it would be nice if the hotel could actually invest in making 'pet-friendly' a positive experience both for the pet-owners and the surrounding rooms.
My family and I stayed in two different rooms. We both were kept awake one full night by a dog barking, and during daytime hours the barking didn't stop.
When we finally informed the front desk, we were kind of scolded for not having alerted them during the night, because apparently they would have given the owners a warning and ultimately might have evicted them.
I feel that's a lot with which to burden surrounding guests. In such a scenario, it would have been clear who it was who made the complaint, and would have rendered any meetings with the owners in public spaces very uncomfortable.
If being pet-friendly is such an important feature for the Westin, maybe they could demonstrate their commitment in a few ways:
a) being much more upfront to anyone booking that they need to expect that there may be dogs in adjacent rooms.
b) dedicate certain floors only for pets, where pet owners will have different expectations of quietude in a hotel of this supposed calibre.
c) employ someone to staff a sound-insulated kennel for people's pets
For all the marketing B.S. about a stay at the hotel being a 'wellness experience,' a barking dog ensure it was anything but that.
2. UNDERGOING RENOVATIONS
Again, it's not enough to mention in passing that you are 'undergoing renovations.' Let guests know the front revolving door is not operational.
Also let them know that their bathtub/shower drains slowly, so the bathing experience ends in a foot of dirty water.
Let them know that until upgrades are complete, the toilet seat may not be well-secured.
If you don't close during renovations, how about you cut your price across the board until everything is up to a suitable standard?
3. NO ATTENTION TO DETAIL
A lamp with a lightbulb that needs to be changed; a fridge that's not plugged in, room-service that doesn't ensure the clock radio is set, being locked out of my room because my digital keys were not working and needed to be re-set because "our interface on the computer ...blah, blah, blah...."
Viiewed in isolation, each of these things may seem like small things, but together they paint a picture of an ownership and management that just doesn't care. They are all too happy and quick to collect fees, but seemingly not so interested to fix the infrastructure and invest in human resources and training.
A parking valet (or so we thought) who says "yes, you can park here, but be sure to tip the doorman," but omits to mention that HE is the doorman. Just felt sleazy.
Front desk staff that were not rude, but who certainly did nothing to enhance the stay. I felt like they were talking mannequins...but not much more. The friendliest person I met was a gentleman cleaning the rooms. Super-polite, friendly, and genuine.
5. PROPAGANDIZING/MARKETING B.S. on the television.
My overall impression of this hotel is of an institution that's doing the equivalent of putting lipstick on a pig. It just doesn't work, and only makes matter worse.
What typified this the most were a couple of smarmy Westin executives who appear each time I opened the television. They tout their wonderful new corporate initiative to help people in the community 'rise up.'
It plays like a Scientology public service announcement. Ugh.
All in all, anything positive about my stay had little to do with the hotel itself, but rather the many restaurants nearby, off the hotel grounds.
For the price, I think other travellers could certainly find something better.
Review by Ifiokobong5 months ago
I checked into the Cincinnati Marriott North and spent two nights. When I checked out I paid my bill and two days later I found an additional charge of $267.76 on my credit card. When I called I was told it was a credit hold and not a charge and it would be removed in 3 to 5 business days. When I told them it was a charge and not a hold they then told me it was error and I would get a refund in 2 or 3 business days. When I didn't get my refund they then told me I booked the room and stayed in it and they didn't have me listed in the room that I stayed in. I sent them a copy of my bill with my room number and billing info, where they apologized and again told me I should receive my refund in 2 or 3 business days. Still no refund and now they are saying both rooms were booked in my name and both rooms were used so I'm going to have to pay for both even though I only had one room. Which is the answer, it was a credit hold, it was an error or I stayed in 2 rooms. Pick one lie Marriott and stay with that.
I can't believe that as a 68 year old man who had traveled extensively across America and Europe that I am being treated like a liar and a thief by the Marriott Corporation. I will appeal this with my credit card company and understand that I'll never stay in another Marriott owned facility ever again. This defies credulity that you would treat a paying customer like this, I'm aghast.
Review by RhondasRealDeal6 months ago
JW Marriott in Kolkata should not be a 5 stars.
Stayed here for a friend's wedding, hosted at the hotel. Upon arrival (too early to get into room), they were unable to tell us how to check in, where to leave bags, and what the wedding schedule was, even though the hotel had an entire desk for the wedding set up. After an hour and chasing down employees, we were able to leave our bags with the concierge, and given bag tags. Standard. However, upon our return and check-in, we found that they had lost one of our bags. They were extremely un-apologetic, and just said they would find it and I shouldn't worry. Overall extremely unprofessional handling the situation. While they did ultimately find the bag, I was told it had been delivered to someone else's room, and that it was my fault because there was no tag. However, I, and my friend, had watched them tag it, and had the corresponding bag tag. Again, there was little apology, if any, and more of "I told you so" attitude. No offers for further help, and reiteration that the situation was entirely my fault.
On top of this, throughout the wedding, they never really got their act together. While there were nice touches here and there, they were still setting up venues an hour after an event began (multiple times), asking guests to move off of couches, etc. This timeliness is perhaps cultural, but still left a lot to be desired. Their wedding help desk also never knew what was going on, if it was being manned, and often felt like they just made up things.
The hotel was also supposed to give rides to the airport (arranged with wedding party), and had no information on this. When I asked about it, they said, "Yes, of course, we can have a ride for you." They were supposed to call my room and confirm, but after hours of waiting I went to go and talk with them where they tried to charge me the equivalent of $90 USD for using the hotel car, and pretended like that was the agreement the whole time. (The Uber ride in contrast was less than $2 USD).
Overall, not a great experience. I will give the hotel credit for nice decorations, a great breakfast buffet, and a clean room. Honestly, I just expected more from a 5-star hotel. The 3-star we stayed in before in Kolkata gave us much better service, and we were treated much better as employees actively tried to help us.