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. Service Value Quality Date of experience: October 8, 2024I 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. Date of experience: March 17, 2024Just 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. Tip for consumers:In a place quality appearance as this you wouldn’t think room service Would be an issue and would be some form of Activity schedule provided or even area attractions and extra linen especially there’s a pull out sofa bed. Products used:None yet. Hope to use pool and gym when rested And restaurant. Date of experience: February 10, 2024Please 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! Date of experience: January 28, 2024I had the most amazing experience at SpringHill Suites by Marriott Memphis Downtown. The energy and kindness from the staff was just inmatched! Thank you Erandy and Rukedia for remembering my name and going above and beyond to make my trip memorable! We will be back! Date of experience: April 28, 2024Encouraged 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. Service Value Quality Date of experience: October 31, 2023My 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. Service Value Quality Date of experience: February 22, 2024I 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. Date of experience: January 20, 2024Arrived 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! Service Value Quality Date of experience: February 18, 2024We 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. Products used:Room Service Value Quality Date of experience: July 10, 2023The arguing, one-sided, threatening words from CNN and MSNBC morning news is very disturbing when I go to get my coffee in the lobby. Hotels should be peaceful and welcoming to all not a place for division and anxiety. Make a policy to have non partisan channels blaring. Try something like explorations, building, animals, food. Channels that inspire and build compassion. Date of experience: January 27, 2021I've been a part of the brand through my travels and decided to apply for key positions but, understandably, was denied application before interview. I have 20 years hospitality experience in competing properties but was informed I am over qualified for what they want to compensate which is a direct admission to how they run their new program….basically a corporation that has no soul. Would recommend staying with the smaller, family run units that cater to your actual experience. Will never spend another dollar with this operation Tip for consumers:Can’t wait to see you collapse!! Products used:None, they had no service staff available as I stayed on property for 14 days Service Value Quality Date of experience: May 5, 2023Great spa, very quaint and intimate. I only rated a 4 because of no steam or sauna rooms. The facilities were well organized and clean. The staff was on point with their knowledge of services and products. Would definitely visit again. Date of experience: July 7, 2015I hate that you everything feels so corporate. Very little information or contacts for the actual properties, not many photos or details, and just a not so intuitive design. Each time I go to make a reservation, I get annoyed choosing the dates and waiting for the options. I'm not sure if it's an AJAX issue but I always have to refresh during reservations. Which is a shame, because I love Marriott hotels Date of experience: March 20, 2015I have been a Titanium member with Marriott for over 20 years. About 6 months back my account got merged with someone else's. I don't have access to my points, Marriott hasn't suggested an interim solution that restores my status with Marriott. Whenever I call, they can't provide any target date for addressing this issue. This is a very frustrating experience and the worst customer service that I have seen in the hospitality industry. Service Value Quality Date of experience: November 3, 2022I have been on the phone with Marriott customer service 20 times because i have not received my points for 7 stays which is because of an issue with their app! Even though they can see my stays they still want me to send my receipts through the folio which doesn't work either! Emailed them but they won't except that either! Never again will i stay at a Marriott! Absolutely the most pitiful customer service i have ever witnessed! Service Value Quality Date of experience: September 8, 2022My wife and I stayed the night of 3/25/2021 at Fairfield Inn & Suites Colorado Springs South, on 20,000 points from my wife's Marriott Bonvoy account. Long before the reservation was made, the Bonvoy account had 20,446 points - enough to cover the stay with 446 points left over. Inexplicably, Marriott charged $250 to my wife's credit card on 3/22/2021. This is the exact amount it would take to buy 20,000 points. However, not only was this charge unauthorized, no points were credited to the Bonvoy account. Numerous calls to Marriott have not reversed this charge. Each time, the agent on the phone has seen and verified the issue, but when the case is forwarded internally, someone named Taylor W. Has closed it, stating that points were purchased. They were not. Tip for consumers:Take screenshots of your points balance before, during, and after booking. Products used:1 night stay Service Value Quality Date of experience: June 23, 2021As someone who has worked and travelled to 47 different countries, hotel service does not get much worse than this. If someone calls you at the Whitley, no one answers the phone. When they do answer the phone they decide to screen your call (a supposed hotel policy that you are not made aware of or agree to) on the pretext of providing a "luxury" service. When you check out there is no account available and I still don't know what my bill amounted to a week later. When you are trying to get a taxi in the early morning, there is no bellman on duty. When you complain they tell you that they are "terribly saddened" and that the hotel manager will be in touch, but nothing happens. And I could go on... but suffice it to say - you have been warned! Date of experience: November 21, 2018Xmas-themed music is played 24/7 throughout the lobby and everywhere outside, around the hotel. The balcony for which I paid additional, was rendered useless. What happened to the peaceful, relaxing, quiet one used to enjoy at hotels? Marriott Oceanfront, Virginia Beach VA | 12/28-12/31/22 Service Value Quality Date of experience: December 31, 2022We reserved a Marriott courtyard inn in Roseville over the thanksgiving holidays. We checked in on Tuesday of that week and checked out on Sunday. Not once was our room cleaned. Trash was not emptied. No fresh towels. Nothing. We complained about this and they said you have to ask for this if you want your room cleaned. So we asked for it. They still did nothing that next day. This is their policy. They do nothing unless you ask for it. We asked why don't you tell people on check in or has a sign in the room to inform guest of this policy. And then when we asked for the service they still don't show up. Service Value Quality Date of experience: November 26, 2022Would 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! Service Value Date of experience: November 15, 2023I have received bed bugs twice from Marriott Hotels: 1. JW Marriott Costa Rica; 2. Fairfield Inn & Suites Columbus Airport. Both times I received 20+ itchy bug bites and the hotels both acted like it was no big deal. No process in place. As a result, I had to throw my luggage away twice, have nightmares from those little bugs, and have scars from the bites. To the credit of the JW Marriott, they did credit my entire stay. For Columbus, they comped one night out of two. The Columbus response is unacceptable. Time to start boycotting Marriott and going to Hilton hotels. Date of experience: February 27, 2018We have been owners for many years. We own at one of the top resorts with Marriott. It seems we keep paying more each year in fees and keep getting fewer benefits. It is also harder and harder to book at our home resorts... even with a Platinum membership. I believe once you have made the purchase of the timeshare Marriott really couldn't care less about the owners. I also find that we can often book more cheaply outside of Marriott network. To say it another way. It is cheaper to book a week through another source than it costs me in our yearly fees and miscellaneous dues at Marriott AND there are fewer restrictions and more places to go than just sticking with Marriott!. And that does not count the cost of buying the timeshare in the first place. Overall, I think it was a bad investment. ET Date of experience: December 2, 2015Experienced another Marriott deceptive practice. After experiencing how the chain processes their transactions against a customers card, one to which they deny but has been verified with my bank. They send an authorization request to your bank upon check in and instead of using that same authorization number to process the charges when you check out, they submit a second authorization request to your bank for the final charges. Resulting in duplicate amount of charges frozen on your account,( if using a debit/bank card) until your bank receives the charges to one if the two authorizations they gave to the hotel. Now, I have experienced the hotel moving my reservation which was booked in advance snd charging me the rate of the day which was $800 more than the rate originally booked. Value Quality Date of experience: April 5, 2023So ive been to alot of places, this last time I had a real bad stay, and all there cusomer service desk clerk would do is just smile and say there sorry, well when youre looking to make things right, and a refund, or something to make up for a very poor stay due to a smoke alarm chirping constantly through out the night... ya totally disappointed Date of experience: February 21, 2017