Marriott International
Reviews and Complaints

Hello, My wife & I stay here. At least 3 or 4 times a year for 2 to 3 days each visit. We always have problems. The marriott in pompano bch. Fl. Is very nice on the bch. Always seems one bad person, Everytime we go to Marriott in pompano bch. To visit my mom. We have been put up in a different hotel moved up to Deerfield bch. For their overbooked hotel. We where suppose to stay. In pompano.. One time we booked to stay lost out money.. Because the hotel was closed due to the hurricane. Most of the problems came out the restaurant. We had wrong orders, cold food, bad customer service, no refills on coffee.. The room order came back with one coffee instead of two.. Just totally unorganized.. Staff is human I get it, still I never would do the mistakes and treat customer's like that! What ever happened to customer service.. Staff seems like they don't care anymore!

I am Wendy, a tourist from Hong Kong, staying at the Renaissance Bangkok Ratchaprasong Hotel from 23/12/2017 to 26/12/2017 to spend a wonderful Christmas vacation there. However, something miserable happened and totally destroyed my holiday mood.

When I checked out from the hotel on the 25/12/2017 morning to catch my flight back to Hong Kong at 08:50am. Once I get on the taxi, I discovered that I have lost a new eye shadow palette called "Nudy Brown" from Mistine. However, as I am rushing to the airport, so I decided to contact the manager once I back Hong Kong. When I contacted the assistant director via email, the director just stand firm that the housekeepers could not find the palette and just simply push the responsibility back to me! They are not enthusiastic to assist me to solve the problem. The palette is completed new and it can only be purchased from Thailand. Now I have lost that inside the hotel, all the staff could not provide me suitable assistance! This made me a terrible experience in Bangkok.

I have stayed in different Marriott Group hotels around the globe, the one in Bangkok is completely terrible. In hotel's industry, there is a common saying "Customers come first", however, the hotel does not demonstrate a suitable attitude to customer. Though the palette just costs around 199 Baht, but it can only be purchased in Thailand, I really love it so much! So, I strongly criticized on the dishonesty and misbehavior on the Renaissance Bangkok Ratchaprasong Hotel. Once again, "Thank you" so much for the miserable experience on my boxing day!

Please contact me as soon as possible by email: [protected]@gmail.com

We stayed a Marriott Sanibel Island in December 2017. We paid to park in the parking structure and needed to leave fishing gear in the vehicle due to the amount we were traveling with. We parked under a surveillance camera believing it will offer some deterrent but for sure a level of security. Our vehicle was vandalized and we lost many objects. While understanding that Marriott would not be responsible for loss in this type of situation it is very unfortunate that the security camera was not functioning. The next night I walked the whole facility and determined there was no security at all. When contacted by a representative from "the home office" I was not treated as a victim but felt victimized by the interaction with a Mary Ann. She was so defensive she never took the interest in understanding my concern. I believe surveillance cameras are a must in this type of setting. Our daughter worked for Hyatt and they have cameras on all parking at every location. We are as disappointed in the defensive customer service than the feeling of violation having our possessions taken.
We are attempting to leave feedback on as many means as possible. Every person I have told this story to cannot believe Marriott would not believe security staff and cameras are not needed in company parking garages in which customers are charged to park.
I will be very reluctant to stay in another Marriott after receiving the views expressed by the representative Mary Ann Gagliardi.

P.S. I was not attempting to make a claim.. She contacted me.

12-7-17

To Whom It May Concern:

I am writing regarding my terrible stay at one of your establishments: the Paris Marriott Rive Gauche Hotel & Conference Center. I have been a long time customer with Marriot, and it is the reason I decided to stay while on my trip to Paris, France.

After a long flight, we arrived at the hotel, after waiting a long time they gave us an "executive junior suite" as soon as I saw the room I noticed something wrong, the extra bed for my 12 year old child had no bed sheets, the room is very small, the bathroom doorknob was falling several time as you open the door, there were not enough towels and toiletries for three people.
We were hungry and tired so we took a shower and order room service, then we went to bed, but before that I called the front desk to let them know about what we were missing and to let them know about the doorknob. They decided to send someone almost at midnight to fix the doorknob since it was too late I asked the repair person to come back the next day.
At around 4 am I woke up itching all over, I turned the lights on and I noticed something very red on my shoulder, I got up and went to sit to the chair, then I saw cracks and holes on the wall. I called the front desk again to let them know the situation; I also asked if they ever have had bed bug problems in their rooms. They told me to call back in the morning so I can speak to the manager. I also advise them about the cracks on the wall where particles were loose and also about the handle on the bathroom door that kept falling off. I have attached some picture that I took of the room and of the bites I got. The next morning after talking to the supervisor Emmy, we left because this was not acceptable at any price, the only thing the supervisor could said is that "bed bugs in Paris is becoming a serious problem" then she offered me to put my family and I in a similar room, but I was not comfortable staying another night in a hotel that has bed bugs. I was then told that I needed to leave by 10 a.m., since I had nowhere to go I had to rush to find a new hotel and take whatever was available.

Given the situation I believe it is Marriott's failure of following best practice in hotel operations that caused me to have a horrible experience while on my conference and caused me health issues such as the irritation on my skin due to the bite I received. I am requesting that Marriot try and compensate my bad experience and pay for my stay at another hotels:
1) Returning what I paid for the night at the Paris Marriott Rive Gauche Hotel
Purchase Intl authorized on 11/16 Hotel Paris G 75Paris 14 Fra S087320243938245 Card 1628 $571.64

11/14/2017 SEROTEL PARIS FR FR
Purchases -$1, 498.86
2)

11/15 Purchase authorized on 11/14 Airbnb * Hmxq4J4Pw 415-800-5959CA S467318806762240 Card 1628 $364.25
3)

Please find enclosed pictures of my bites and the condition of the room as well as my receipt of the other hotel.

Thank you for your kind attention to this matter
Attentively,

Marie Mora-Lopez, Phd.

11/29/17, I arrived at Courtyard, a hotel I have stayed at over 6-8 times this year along with this chain in other cities until gaining Gold status from Silver. I arrived at 1230 looking to stay one night, people there know my name and greet me due to the regularity. The African American guy looked up his inventory and was waiting on me and I told him I wanted to use points if I could since staying one night. He asked me if I mind calling the Rewards center to check into this. I did not mind calling them so I did, and was on hold while they were checking to make the reservation. Meanwhile the Manager, come from a back office and proceed to tell me about a "must stay 4" promotion going on and that the 2 rooms vacant was for this, mind you this is Wednesday, and mid-day and I am present, been giving this chain money the entire year, and told them I needed one night, and I am hearing you are holding rooms for what you might obtain on a Wednesday for 4 days. I am also speaking with Rewards who is just as baffled as I am. I reminded this Manager about what I needed and she said only a Manager could give an exception and guess what, she is a Manager but she is just telling me about not doing anything more. Her name is Jennifer and she walks away from me, and disappears, that is the last time I see her, did not come back to say, let me see what I can do or anything else. I tell the guy who first helped me, I will complain on her and what is her name. I tell him that I could not believe how rude. Rewards continue to apologize because she heard every word, and try to make a reservation for me across the street, I have now wasted about an hour, so now I am at Fairfield Inn, another Marriott owned property, no rooms other than double beds, too small, and charging high prices, no upgrade to a better, so I am back on phone with Rewards and I stay trying to see what else in the area; no one there continues to help so walk away, and when I am on the phone with Customer Care, over 2 hours later, they tell me that Jennifer can now have a room available where I was over 2 hours previously and this is being done because she is trying, but I state no, she left me out in the lobby, walked away and it was not until she was contacted by their Customer Care does she even make an effort, it is all phony and to be honest, I was treated as if homeless from the street and I could not afford to stay there. I am sure she looked me up behind my back and saw that she was premature in her efforts and then went to clean this up. Unfortunately too late to change the blemish of being racist and this was my favorite place until they put her there, others have been there before her, but she is not nice and very aloof, so do not go there and another thing another Manager named Rob Lowe put together his email in defense of her efforts and this is just as ineffective, he should not have written anything because he missed the point so now I am having to tell others about this hotel and even the chain, Do not Go to OP, Courtyard, they want your money, but if you are using points, watch out, too stupid to know that you used money to get the points. Most cannot stay in their own hotels because they do not make enough or are they using points?

Need to stop and think who is paying the salary.

To whom it may concern:

This is in regards to an experience that I encountered on Nov 12, 2017 at your establishment. I booked a two day hotel stay at the Fairfield Inn & Suites Greensboro Wendover (4308 Big Tree Way) from November 10-12, 2017. I used an Explore Authorization Form for check in. Prior to check in I called several times and poke with customer service regarding my reservation. I was in an emotional state due to the loss of my loved one. When I checked out I was informed by Ashley at Guest Services that I should have let someone know that I was there for a funeral because I could have received a lower rate. I explained to Ashley that I did let someone know that I did inform someone that I was there for a funeral. Several times, when I called and when I checked in and no-one informed me of this. I asked her if I could receive the discounted rate for bereavement for this stay and she said that she did not have authorization to do that. She also let me know that it was available for me to use the next time should I need a bereavement discount again. I thanked her for the information and asked to speak to a manager and she gave me the information for Janet Collins the General Manager. Janet Collins was unavailable at the time because it was a weekend. So I called first chance Monday morning to see if something could be done about my bill since I had clearly notified staff that I was there for a funeral. To keep confusion to a minimum, I like to start from the beginning to paint a clear picture. I attempted to do this with Janet Collins while explaining to her my situation as well. Before I could finish talking she cut me off, raised her voice and accused me of being nasty to her employee Ashley, which I was not. (Ashley was very sweet. She and I had a lovely conversation after she checked me in and we both wished each other well upon my departure.)I asked Janet if she had spoken to someone already in regards to this incident. She said no then I asked Janet if I could finish speaking and she said, (again with a raised voice) No! I listened to you, now you listen to me. I was in complete shock. Janet told me that I had already kept her on the phone too long and she accused me of not having proper authorization to use the Explore Program. She said, "It looks like you have a fake authorization form. "I apologized for keeping her too long and explained to her that I did have authorization and the documentation to prove it. I asked for her manager's information and she refused to give that to me. I have never been spoken to in such a manner by anyone, especially someone with an authoritative position. First she spoke to me like I was a dog accusing me of something completely out of my character. Then she basically called me a liar and a thief. Her behavior was unprofessional at best. It was my understanding that the guest is the most important person to the Marriott and I can assure you that in this case I felt less than important, I felt belittled and insulted. I have spent several nights in your establishment in different parts of the world. This has put an extremely bad taste in my mouth about your establishment. I'm not sure that I will be choosing one of your hotels in the future. I do however look forward to speaking to someone personally regarding this incident. Please feel free to contact me at [protected] and/or [protected]@yahoo.com. Thank you.

First- On the day of Interview HR Department mention that persons don't need qualification to move from department to department. once seem fit for the job, you should apply. That not the case now. Director(Victor Tenorio) saying to staff not to apply cause there not qualify.
Second- They(Victor Tenorio) is putting in place to take all Low Class Associates Telephones away. Claims only from Supervisor Upwards is Recognize as Marriott Associates(so what are we?) and can have and be on there Telephone, means in a case of a Family emergency No Low class associates cannot be informed if that family member doesn't have Marriott Telephone number since our Telephones are being taken away. while he is always on his telephone even if he have an issue and approached him, you would have to hold on until he is finish on his phone.
Third- He has his own set of persons who he would give satisfaction to. if you not on his list, you are out.
Forth- Rules are being put in place but always broken on his behalf. Victor Tenorio is an unfair man, very selfish and only wants to see things his way and all other director of the Guyana Marriott Hotel and General Manager have just come and adopted to his ways of doing nothing for the associates but only for themselves .

To whom it may concern,

I recently found out that in the state of Virginia, if you stay for 30 days or more, you are exempt from paying state taxes and if you stay for more than 90 days, you are exempt from paying state and occupancy taxes. From around May/June 2012 - October 2013 we stayed at the Towneplace Suites in Winchester VA but did not receive tax exemption. Clearly, I am eligible for tax exemption and would like to request a refund. I realize that it has been a few years since our stay but nevertheless, I would very much appreciate your assistance in looking into this matter. Unfortunately, I do not have a copy of my receipts however I am sure the Towneplace Suites located at 170 Getty Ln, Winchester, VA 22603 where we stayed have records of our stay. I (and my extended family) have been long-time customers of Marriott and I very much hope that this issue can be resolved quickly to our satisfaction. Thank you for your kind attention.

Sincerely,
Akiko Otani

Difficulty we booked 2 rooms for our customers F.S December 25-29 & S.S December 30-31
It takes days to finish this booking and to receive the confirmation, it was written in their confirmation the deposit is due by September 26 and it was not clear in their e-mail how much we should cover. We deposited in the bank about 25%. Your reservation agent "Mohamed Magdy" sent another e-mail same day asking for a full payment for the entire stay latest by Sept 27, I called him to find out WHY the change, he said impolitely; it's our system and if you don't want the booking you can cancel and take your money.

No one can accept that, will you ?

Khaled Fawaz
Museum Tours - Business Manager - Egypt
Head Office: Denver, Colorado USA
2 [protected] - 2 [protected]

Situation Hurricane Harvey - My Boss, Joseph Colella stays at this Hotel 3 weeks out of every month for the last several months, our dompany is Energy Transfer Partners. He commutes to Houston from Newtown Square, Pennsylvania. When the Hurricane was coming to Houston there was a lot of chaos here trying to get employees safe and other situations that arose. The travel agent we used unfortunately did not get the call into the Marriott that Joseph would not be arriving on Monday August 28, 2017 until Tuesday, August 29th. Unfortunately the travel agent did not get the name of the person she spoke to at the hotel who told her, he would not be charged. The credit card was charged anyway, when we called the hotel to ask to give us a credit there was no mercy and therefore refused to give us any resolution for a credit. Unfortunately did not get the name of the man i talk to but he was on duty on Tuesday, September 19th and is the one who told us too bad. I think his name may had been Steve. Joesph was charged $196.40 for a stay he did not make. You would think that as much business as we give Marriott that they would make concessions for a catastrophic time like this. Any help you could provide would be much appreciated. Thank you! Leisa Newlin - leisa.[protected]@energytransfer.com - [protected] - RE: Reservation #[protected]

Dear Marriott international,

I'm a guest who had planned to stay at the JW Marriott in New Cairo. I checked some rooms on the website Bookings.com, however the details of the room weren't very clear to me. Now today 15/9/2017 I have been trying to phone the hotel for hours without any answer! I tryed the reception phone number at 5:48pm, and a guy answered telling me that he can't help and that he will direct me to reservations. I stay on the line for over 20mins with a loop message that tell me to hold and an agent will get to me shortly. I tried again several times and the same happens. Finally I tried the reception again, and a guy named Kareem Ahmed says the agents might have been out of office to answer! I said I have been trying all day! He said no sorry reservations are only available before 5:00pm! This is even when the phone message doesn't say so. I asked for a Manager to complaint to, the receptionist informed me that there are no managers during the weekend (Fridays and Saturdays)!
Now my compliments is several folds. Why do I get the message asking me to wait while no reservation agents are available? Are they supposed to be available? What am I supposed to do when I need to make a reservation after 5:00pm? How is it possible that a major hotel chain is running without managers available? If this is not the case (which is what I suspect), then either the manager is out of the hotel when they aren't supposed to or, that the receptionist isn't truthful because he knew that we will be complaining. In all cases this is a mess! After hanging up with the receptionist I called the reservations again to record the problem (video attached).

Thank you and waiting a follow up on my complaint!

You really should withdraw as a sponsor of the National Football League. The on field displays of anti-Americanism by many of the players is wholly unacceptable and should not be connected in any way with Marriott.
We've been loyal Marriott hotel and Visa customers for 40+years, but there are plenty of other quality chains and if I don't see some action soon we will be switching allegiances. Jim Higgins, Knightdale, NC

I stayed in Dubai from August 27-30, 2017 and I have upcoming stay in London from Sep 2-8. Both stays are booked through 3rd party. Booking directly through Marriot was not feasible due to the high rates comparing to the rates available through 3rd parties. For example, I tried to book the stay in Dubai in the same hotel through using my Marriott rewards points. Unfairly, Marriot website gave an offer where my points will be used and I pay an additional cash of 490 UED per night, which is equal to what I found through the 3rd party without using any points. At that moment I felt that the reward program is useless and doesn't add any value. My frustration became even stronger when I know that my stay will not be counted and will not be awarded with points because it is through a 3rd party. I felt that I was left with no option, even to pay extra or I live in Marriot property without considering me as a Marriot quest. I sincerely hope that you look into this matter from customer relations perspective rather than the program policy that I am aware of already by this time.

Horrible experience. We booked Marriott because of the brand name. But they were pathetic. I had booked more than a month ago and they even deducted the payment from credit card. BUT when we arrived at hotel they said, no rooms available so we will arrange your stay in other hotel. In spite I had specifically mentioned that we are arriving from long journey and also have small kid and infant. When asked the reason, for not having the room even after the payment s taken, the person said they gave the room to some other guests.
We were so tired and thus we accepted the other hotel for 2 nights.
More pathetic was when we checked in the other hotel and later after 1 hour, get call from reception and they say I need to check out next morning as this hotel is only for 1 night. He was telling this is as per Marriott people. It was very annoying that we have to keep moving here and there with so much inconvenience.
When we showed our frustrations, the Marriott guy says if you don't need then we can refund your money and you can find other hotel. The n why the hell on earth they deducted amount from credit card. Finally after arguments, he said to compensate I will arrange a suite for you.
But nothing will compensate the inconvenience we faced on arrival.
We stayed in many hotel during our europe tour, many were 5/ 4 star hotels and few other were 3 star as well. But all other hotels were so well.organised that as soon as we reached everything was ready to check-in even in late arrival.
I have experienced Marriott in.different places but never expected such attituted of Marriott Zurich.

Going forward I will never ever in life stay in Marriott brand. They have spoiled the reputation of Marriott in my opinion. Also, will never ever suggest Marriott for any of my friends/relatives.
More over, we have so many official meetings happening in Marriott for our organization every month since 7 years. But now I will strongly suggest to chnage the hotel and will make sure to chnage as I'm responsible for arrangements.

Booking was made at Marriot hotel Pretoria for the 18 til 20th August 2017. Reservation under matrone name Surita Cilliers. ROOM 5 was then assigned room.

I Chantall Grimbeek and my Matrone Surita Cilliers was attending a dispensing course presented by HAI at the Protea hotel. We made a booking for the friday night 18 Aug and the Saterday night 19 Aug. Before booking in we arranged to please have a fridge in the room for we are travelling and will have to have things placed under cold conditions such as yogurt ect.
Whilst booking in for the course at 08:00 we went to enquier about our room. Room 404 was delegated to us with fridge and the guy said we may come back at 10:00 at 10 the lady at reception said that she will not be able to help us a min before 14:00. We left it. At 16: 00 we booked in again requiesting a fridge. No fridge. I went again to reception and requested again. Fridge than deliverd at 17:00. The 18 Aug we left the room at 08:00 to attend to our training where we followed the rules to leave our towels on the floor to replace with new towels. We went back to the room at 13:00 for lunch. The room was dtil untidy, beds linen was removed, no new linin, beds not made up, room not cleaned bathroom not cleaned. We left the room again at 13:30 to attend to our training. After training 16:15 room was still the same as the afternoon at not attended to at all. I reported to reception where the lady said we where in the room the whole day. Thus was not the case

We had a long day at training and had to stand in passage not to desturb the ckeaning at 16:50. We are not happy with the service i reported to management where they daid they will come back to me. No one came back. During cheakout i reported again to management Lebo where she only said sorry for that. I did take photo that will show the time and the room condition.

For a Protea hotel this service was unacceptable. Please reply to my complaint

Thank you
Chantall Grimbeek
[protected]

I don't know y am I writing this even. but this is way too necessary as today for the first time I felt major major major insulted and moreover me and my wife were treated as we have come from a low background and have no manners to stay in a hotel.

Though i've been staying with mariott past ten years. and at times it becomes a must to mention about such incidents. cuz the staff thinks they own the hotel and they try to take out their job stress on the customers. though I don't think that some staff would've ever stayed with a five star hotel at their own expenses when out for a vacation so this also makes them frustrated at times.

Every month I stay with the same mariott residence at frantz road in dublin in columbus ohio. it's been one year and i've stayed here almost ten times from 5-7 days in my every visit and in total have stayed for ten times. and I always book the hotel from mariott worldwide and I just tell them please book me on the last rate what you gave me when I stayed with you guys. and if you could offer me any good rates as i'm a member i'll be thankful.

There are the most wonderful people like mr ron, mr brian, mr lance and miss ania and a few others and they have always treated us like a family and we treat them the same and they are really humble and polite and we feel like it's our second home so we stay here always.

I was staying in mariott again as usual this time for my birthday on august 6th till 14th of august 2017 and got the hotel booked on phone from worldwide mariott reservations.

I was in the room with my wife with a dnd outside the room and all of a sudden I hear bang bang bang way too too too loud on the door and me and my wife were in shock like what's this and is the police here or is some emergency there. and when I open the door this lady miss gayle garlock enters inside. I think she was going through a rough day and was majorly frustrated cuz of reasons known to her so she tried to make us the victim.

I ask her one thing that mam since childhood i've been staying with five star hotels and once it's a dnd outside you cannot knock the door so loud as the guests might be sleeping or maybe in the shower or in their own privacy. and in case you want to talk you have to call up at the phone in the room and talk to the guest.

Instead of apologising she comes up with that we have the rights to knock the door thrice. I found her behaviour way too rude. then when I asked her about the problem that y she had to knock the door so bad. she said we were staying with the hotel on a government rate though we are not government servants.

I can't even explain how rude she was when she was talking to me and my wife. I asked her that if someone comes and says they are a government servant do you check their i. d. or without even seeing the i. d. you give them the govt rates. she had no answer.

Then I told her that whenever we book mariott they book us through worldwide. so she had no answers and she became all the way more frustrated.

she then said last time when you and your wife were here lot of guests were complaining and you ruined our carpets and lot of loud music comes from your room. to be very honest in my life I haven't ever met such a rude lady but I had to control cuz she was a lady and my wife was there. she said she had pictures of the room that we spoilt. I asked her to show us the pictures.

She called up the housekeeping executive mr justin king who I think was even more frustrated cuz may be he was not happy with the job of a housekeeping executive but was somehow doing it. on asking them about the pictures he failed to show us the pictures and just starting beating around the bush. and said that we had ruined the whole bathroom. I took both of them to the bathroom and they could see with their own eyes there were only toiletries on the wash basin area cuz they are supposed to be there.

All the housekeeping staff knows us quite well cuz we always address them as sir or mam.

Here are a few things I would like to clarify.

(1) when the hotel is giving us same rates month after month and checking my indian passport how can I lie about being a government servant and if they are giving a good rate cuz I am a regular customer it's not bad cuz am loyal to mariott. and it's their responsibility to check the i. d. of the customer. and moreover I am a premier member. so they have all my details in their system worldwide wherever I travel.

(2) if anyone stays with a kitchen in the room they ought to cook food in the room. but their exhaust doesn't work and if I make eggs and do a little grilling or sautã© the vegetables that's why we take an in room kitchen. we always make sure to open the window but we can open only one window cuz near the other window is a study table so it's humanly impossible to open the other window. so the complaint she was making that the whole hotel had flames cuz of my food is also wrong. if there is so much smoke how would me and my wife be in the room. and me and my wife are into serious physical sports that we are always on a strict diet which never allows us to have oil or fried food. so mostly our food is boiled lightly grilled or steamed.

(3) the housekeeping executive mr justin king said that we ruined the carpet last time. let me ask one simple question when he said he has the pictures y he couldn't show me any and if we create so much of nuisance y they let us stay each time. it's beyond me. moreover this time the flush of our bathroom was broken and I had to request ten times before it finally got fixed. but we never complain. and even I have give so many good reviews about the hotel and staff many a times. and it can be checked that I stay with mariott around different countries almost 30 days in a year minimum.

(4) in the hotel rooms the sound of the tvs is always set by default that even if you want you can't raise the volume and even if I watch tv I watch it on my phone with my air pods on. so this was also [censor].

All what I am trying to bring to your notice is that these two people I think are major frustrated. or else y would lance, brain, ania and ron be so nice and treat us like a family. and there are tons of hotels we can stay. no one is doing us any favour that we need to stay with mariott only. it's just the gratitude we receive from them that's y we stay always.

I don't think ever in my life again i'll ever stay with mariott dublin never ever again though i'll be coming to columbus every month for my business.. this was my most horrible experience and if anyone wants I can come to the church and keep my hand on bible and can say that not even 1% if i've lied about.

Me and my wife deserve sincere apologies from these two idiotic type people cuz they don't know they are in service industry and they are being paid through customers only. if so would be the case I think mariott would lose its clientele and lot many times people don't take out time to write their experiences. may be even I would've avoided but this was a serious insult to me and my wife. so I had to write all this.

And i'll make sure and ask my attorney to draft an email regarding the same to the leading newspapers and to the state consumer protection office and international hotels association. and shall post my grievances to the facebook and other social platforms also.

And we are not looking in for any favours any credit vouchers any discounts whatsoever cuz no matter they give us free stay for life we are never going to stay with this hotel ever. but this is purely an incident which should be shared with people so that next time people like miss gayle and mr justin should treat the guests as guests.

Below is the letter I wrote to John Mesaros about the way I was treated by his shuttle driver.

To: John Mesaros General Manager, Courtyard by Marriott 10050 Gulf Center Drive, Fort Myers, FL 33913

Mr. Mesaros:

I’m writing to inform you of the worst travel related experience I’ve ever had and one caused by the incompetence and disrespect of your courtesy van diver Conner. His employment by Marriott should be summarily terminated.

For over a decade, I was the senior division manager trainer for Sears Roebuck and in that capacity, I conducted over 2, 000 management seminars in all 50 states including Alaska and Hawaii. To say the least, my travels included every major airport in the country, hundreds of hotel stays including Marriott Hotels and hundreds and hundreds of hotel and rental car courtesy van rides. Many of my seminars were even presented in Marriott Hotel conference centers. So, with all that experience, I know when things are done right and when things are done wrong in the travel industry. Below are the complete horrifying details:

On the night of August 1st, I experienced my worst time ever travelling trying to get the Marriott van, driven by a man named Conner according to the front desk, to pick me up and take me to your hotel where my truck had been parked for six days per Marriott reservation # [protected]-1104130. I had followed every instruction on the Marriott website. I called the day before my return flight and told them it would land in Fort Myers around 11:30 pm. They told me the van would meet me there at that time. My flight got in early and I was standing at the curb at 11:15 pm where ALL of the courtesy vans arrive. Because it was late and the airport was nearly empty, none of the vans entering the baggage claim area could have escaped my view and I certainly didn’t see the Marriott van anywhere – as I expected.

1st call: So I waited until 11:30 and since the van was nowhere to be seen, I called the Marriott front desk and spoke to Fournaz (the daytime desk gave me her name). First, she confirmed who I was and said that Conner had just been there. I told her I’d been standing there for over 15 minutes and never saw him. She told me to make sure I was standing across from baggage claim # 3 and that he would be right over and meet me at the curb.

2nd call: I waited patiently until midnight but still no van. I called Fournaz again and she said he would be there soon but that he now had to pick up some pilots. What about me? I had now been waiting for 45 minutes and NOW he went looking to pick up some pilots? Am I not
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important enough to Connor to share the van with some pilots? If he told Fournaz he was picking up the pilots at, presumably, the baggage claim area, it was a lie. I never saw him bringing any pilots in the baggage claim area and I think my flight was one of the last one’s landing. Perhaps he was picking them up from a hotel other than Marriott.

3rd call: Now it was 12:20 and I had been waiting for more than an hour for the van. I didn’t know where this Connor guy was but he was not at the hotel and certainly not picking me up. So, where was he? Fournaz didn’t know and he certainly hadn’t been at baggage claim since I arrived there at 11:15.

Then, I see the Marriott van entering the baggage claim area and since I expected him to just pull over to the curb where I was told he would stop, I stated waving my arms in plain view so he would see me. There we no other vehicles at all in the area that could obscure his seeing me and I was the only person standing there. Now, to my horror and frustration, he absolutely ignored me and never even bothered to get into the lane where he would have stopped to pick me up. He just kept driving slowly right past me like he was a drugged-out zombie.

Now I’m really getting crazy. I ran out in the street screaming at the top of my lungs at him to STOP! STOP! At first, I was close enough to the side of the van to see that it looked empty and that he must have seem me. But he never stopped. Then I ran directly behind the van screaming at him but he just ignored me. Imagine how this must have looked to the few passengers still coming out of baggage claim. There’s the Marriott van with a 70-year-old with a handicap chasing it down the street while screaming bloody murder that echoed all over the place. How could this idiot not hear or see me? Everybody else did. That act of incompetence all by itself is absolutely worthy of a summary Conner termination. I have never been so angered and humiliated in an airport before in my entire life. He needs to be fired!

4th call: So, now 12:30, I called Fournaz again and now even though I was fuming, she acted perfectly professional and I give her credit for that. I told her what he had just done and she said she would call him immediately to turn around and return to baggage to claim to pick me up. Even if he went back to the hotel, it’s only 5 miles and a ten-minute drive. So, what was this guy doing when he was supposed to be picking me up? I’m certain that he’ll invent a lie to explain away his unacceptable job performance. I waited and waited but no Conner came around again. Now I was convinced he must be smoking marijuana and having a nice cruise around the airport with his radio blasting. No normal van driver could possibly act like Conner unless he was doing drugs.

5th call: Now 12:45 and after 14 hours of exhausting travel from Los Angeles and then waiting 45 minutes for the most inconsiderate “courtesy” van driver in the history of air travel, I called Fournaz again. Now even she had had enough. She didn’t know here Conner was nor was she able to contact him. So, she said she would call me a cab and the hotel would pay for it.

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After five or ten minutes waiting for the cab, Conner suddenly shows up and stops right where he should have more than an hour and a half earlier. And to add insult to injury he proclaims: “You are really a hard person the find.” WHAT? This seriously dishonest person now has the nerve to pretend he had actually been doing his job and insults my intelligence. I asked him why he didn’t stop when I was screaming at him and he just stared at me with this dull out-oftouch expression on his face. He looked stoned!

Wouldn’t you think that after all the grief he had inflicted on me he could give me an apology? Well, he didn’t apologize when he picked me up and he didn’t apologize when dropped me off at my truck. His actions in this matter were reprehensible. What kind of a person acts like that. Conner is a person who never again should be allowed to do a job that requires personal contact with the general public. I’ve seen some pretty despicable people in customer service jobs, but this guy really takes the cake. He needs to get a job at Walmart.

I will anticipate hearing from you that Conner has been terminated and after receiving that confirmation I will consider this ugly matter closed.

Terry Donovan

Ultimately, Mr. Mesaros refused to do anything about my problem.

Hi
I have been planning this trip 10.aug 17- 17.aug.17 since june. I have email the hotel serval time to make sure that it would not be any misunderstanding. Finally we come yesterday, today when we had the breakfast we were told that we have not included breakfast for adults only kids.

We went to front desk and spoke with the same lady that had sent me email in june. Rebacca Rivera at Marriott Sea world Rennisance Orlando.

I said when i sent the email i spsific ask for a package for our familiy. Instead of helping me she give me a lecture that all is my fault i had misunderstood her email. I star to cry, i have travelled all the way from Oslo to have a nice holiday, and i met a lady who was so rud. I will not recomend this hotel. Insted of helping she was making me feel like a fool!

We had to pay over $100 to make her change the misunderstanding.

I want to complain on her behavior and service. We will sure not stay at Marriott again.

I worked here for not even a week every time i came into work my supervisor would constantly said bad remarks to my face every time i came in to work! The other co worker would say nasty dirty comments to me, the main boss dont care what he is saying to employees they wonder why they cant keep a new employee this is the fairfield inn and suits located in uncasville ct please do something about this the supervisor that is rude is named ryan