Marriott International reviews and complaints 1
View all 221 complaintsMarriott International - pool mouse and horrible customer service
Courtyard by Marriot
1782 Tribute Rd
Sacramento, Ca
July 14 and 15th Stay
I stayed there for 3 nights, One afternoon after swimming I decided to in the heated pool.2 teens came in and started to swim as they swam for an hour one of them yelled Ohhhh S**T get out of the water. To there surprise and mine there was a dead mouse. The mouse was in the corner where I didn’t see it when i was in that same pool for the hour before. The mouse looked decayed with no hair and when you look at it, you can see the internal organs. Just the thought of eating its hair accidentally while swimming in it. I took pictures but too bad I can’t post them on here for you to see.
Anyhow so I called the front desk and at that time 5:30pm on a weekday they didn’t have a single supervisor or a manager on shift. Katherine i think was her name. So K (Katherine) came out and we showed her. Her reaction was ohh wow! She got on the Nextel and called some engineering guy/Pool guy and he came and fished the Mouse out of the water and threw it in the garbage. She could have thrown it in garbage which probably was in the back or out of the area but no, they decided to chuck it in the garbage in the pool area. The Smell was awful.
Since no managers were available and not once did the three of us got hey im sorry or we apologize. All she said was we will be ok and nothing to be worried about that the chlorine would take care of all the germs. We will have to shock the pool and pool will be closed and we can go use the pool next door.(adjacent hotel). OMG we are freaking out about what we just got in us it’s not about the pool lady! Does chlorine kill rabies? i mean that mouse was such a bad shape im sure it leaked bodily fluid and what about the hair? I mean that’s what grosses me out the most. We probably drank the hair since it was a bald mouse. I mean how many bald mice have you seen?
So to make a long story short, we never got an apology and I think they are lying about it would kill everything. I haven’t got tested yet but it’s been 2 weeks and I have been having bad headaches for the past 3 days
So in the morning, I was eating breakfast downstairs and I saw the general manager walking by.(By his badge) I asked him if I could speak to him outside and he obliged. Doug finally apologized. I mean I finally get a sorry. He also said we have nothing to worry about, which again I don’t think it’s true, also next time when I am in town give him a call and he would take care of me because of how I was treated. Don’t you think the manager should try to get in touch with the guest first rather then the customer tracking down the manager? Doug’s argument in Katherine’s defense was that she’s 17. Really 17? That’s supposed to make me feel better. Is that my fault?
UPDATE: July 31st, I had a wedding to attend in Sacramento. So I thought I call up Doug and take him up on the offer. I called and I asked front desk if any rooms available she said yes. I asked to be transferred to Doug. I asked Doug if he remembered me and he did and I told him I wanted to get a room. He response was well sir im sorry were all booked. I replied the front desk just told me there were rooms. Then he says There are 2 rooms available but I can’t comp the rooms I have to maximize revenue. That just blew my head. TALK about customer service. Way to go Marriott. And the worst part. I had no other choice to stay there that night because the venue of the wedding was right down the street. Of course I stayed out of the swimming pool.
All in all I use to love swimming or just sitting in the pool. Now, I don’t even go in. I am so grossed out by the event and getting no sympathy or apologies from the hotel
Staff was aggravating. Way to go Marriott. I expect all this from a day’s inn or a Motel 6, but not you guys. That’s why I paid 180.00 a night with Marriott Hotel. Just lost a customer. Like you guys care.
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We have arrived in the hotel at 11:00 am and were told that the room is not ready for check in until after 1 p.m. but we can park our car in the garage and gave us a pin number to park the car. I have told them that we will be back around 6 or 7 p.m. to check in.
When I booked the room, the reservation clerk has told me that they have a shuttle to Metro running all the time. But I was told in the hotel that their shuttle broke down and will call me a cab and they paid for it. Which was nice.
We came back at 7 p.m. to check in and was told that they do not have our room type and will give us a king size bed room with a sofa bed. Me and my husband have two kids with us and have reserve a double bed room. I told them I have reserved a double bed room and DO NOT want a king size room because my kids should not have to sleep in the sofa bed. And when I came by at 11a.m., I have informed them that I will be back at this time.
The supervisor came over and said when rooms are reserved, room type are not a guarteed. After arguing with her, she then said I didn't reserve a double bed room anyway. I offer to show her the reservation paper that I have printed out at Marriott.com.
At the end, she gave us 2 king size rooms with NO Connecting door. Even though the two rooms are next to each other, the doors are separated by 10 feet. Me and my husband has to spitted up so that each of us can stay with one kids (5&7 years old).
The next day, we came down for the shuttle and was told that it's only run on demand and we will have to call them when we need a ride back from the metro to the hotel. Which we did around 2 p.m. with my son who got sick and was running a fever. We waited forty minutes for it which we were told over the phone that it should only be ten minutes wait. We end up getting on another hotel's shuttle who the driver was nice enough to let us ride.
We have to pack again and move to a double bed room. When I check out 3 days later, they charged me for a movie which they gave me credit for after I fought for it.
I will never stay in any Marriott in the future.
On Sept 12th 2010 my wife and I plus two other church members Mr. D. and Mrs. D. got into the elevator to go upstairs to our rooms which were on the 3rd and 4th floor. Mr. D. pressed the button, the doors closed and we began to move, then the elevator stopped quickly and the doors opened to let someone else in. Upon pressing the buttons again to go to our respective floors, the elevator began to move up and stopped half way and stopped. The elevator then jerked back down and everyone looked around at each other. The elevator began to jerk up and down, in a strong thrusting motion, and then panic set in. One of the members push the emergency button to call for help and no one answered, a few more seconds went by with the elevator jerking up and down, saying 1rst floor, 3rd floor, 1st floor, 3rd floor. My wife is in full panic by now, and the other church members are in shock. Someone holds the emergency button down and still no one answers the call, but now it's getting hard to breath and the elevator is still jerking up and down, everyone is scared that it was going to drop and we were all going to die. By now people are screaming, it seems like we are trapped in the elevator forever. Someone holds the emergency button down until someone says HELLO! WOW, so they say hello and we scream we are stuck in the elevator, and then they say HELLO again, and this whole time the elevator is still jerking up and down, saying were on the 1rst floor, were on the 3rd floor, people are screaming and it's getting hot and hard to breath, panic is here! Then someone says ARE YOU STUCK IN THE ELEVATOR? and we scream YES! The elevator is still jerking and moving up and down in a fast jerking thrusting motion. My wife is in full panic, the others are screaming and finally they say we are working on getting you out of the elevator. Sometime later the doors opened up and we were in between floors and they helped us out of the elevator. No one asked were we alright, i asked where are the stairs because we would not be talking the elevator ever again. Someone directed us to the stairs, we went to our rooms, very stressed and emotionally drained. My wife would not get back in that elevator or any elevator ever again, me already suffering from a neck and back injury woke up the next day not being able to move and not being able to turn my head. When we checked out no one said anything to us or asked if we were okay. This is one of the most terrifying experiences that we have ever been through and we are still suffering emotionally and physically from it.
The problem with ALL Marriotts in general is inconsistency. And that is very strange, because to my knowledge... all Marriotts and sub-brands are corporate-owned, and not franchised. I used to travel many days of the year for business. It's funny, because the *best* AND *worst* hotel experiences in my life were both at Marriotts.
Unfortunately, it came to the point where I had more complaints than compliments with Courtyards and Marriotts, and I stopped using them. To be honest, it's a lot more fun staying at individually owned, unique hotels anyway. I took several Marriott complaints all the way to Marriott Corporate, one of which was taken by someone that claimed to be Bill Marriott's assistant.
Without going into details, I said it very simply: when you stay at a Marriott, you're always in for a surprise. Different hotels give you different levels of service. It's never consistent.
Different hotels seem to bill differently, handle check-in/check-out differently, and generally treat the guests differently.
For those of us that travel a lot, consistency is really important. If you want consistency, avoid Marriott... period.