How do I escalate a complaint on a specific property to Marriott Corporate?
Sounds like you've had a frustrating experience, linan.. My name is Cara and I am one of the community managers here on the forum, I've reached out via direct message as I'd like to help.
I'd very much like to know how to do this, as well. I was particularly underwhelmed when I emailed Customer Care <email@example.com> about a very recent issue. The first time I did so, I got no direct reply from Customer Care, and instead got a delayed and feeble response from the destination property manager (that didn't even acknowledge my longstanding status with Marriott). I forwarded this response BACK to Customer Care complaining that I found it a rather insufficient response, and I got SOMEWHAT of a reply that indicated they were contacting the hotel manager again - but it still felt like a cursory attempt to address the issue.
Maybe my expectations are too high, but it doesn't seem like the responses have been commensurate with the OTHER attention they seem to pay to me when "things are going well", so I wanted to get a sanity check of some sort.
Hi beezdotcom. Apologies for the frustration this has caused! We'd like to help and have reached out via direct message. When it comes to issues like these, we will work with our internal teams as well as the hotel's management team to reach a resolution. Since you have already gone through this, we'd like to dig a little deeper for you.
I recently had a very bad experience at the Renaissance in Aruba. The hotel manager was not very helpful and the only thing he offered was one free night. Considering we had a bed that was uncomfortable and they didn't move us for 5 sleepless nights, in addition to several other issues, I don't feel this is adequate. I've tried contacting Marriott through the app and I sent Renaissance a message, but both came back and said they would forward my issue to the hotel manager. That's the problem! Why should he be judge and jury? I want to escalate my request to someone who will actually do something.
Sorry to hear you had a bad stay! We'd like to share your experience with our Customer Care team - can you please fill out a customer support form under the "Get Help" section on the top of the homepage with more details including your Rewards number, reservation number/dates of stay, and the full details of issues you encountered during your stay?
Hello, I already tried that twice and customer support keeps kicking the issue back to hotel management, the same person who is providing the insufficient response to the issues we had while we were at the property.
Thanks for letting us know, Curtis. We'd still like to look into this for you and have reached out via direct message.
I too am going round and round with a property manager on an issue that I believe could be easily resolved. It feels like I'm stuck with "there's only so much I can do" so I'm trying to figure out who i can talk to that has a bigger view into my current issue than this one property.
is this something you can help with?
I am not happy with Marriott destination property manager response.
My stay was awful as well as his feeble response to my issue.
What should I do?
Hi washingtonians. We'd like to help. Would you mind sending us a few details regarding your experience? That way, we'll be able to take a look into this issue a bit deeper for you. Talk soon - Cara
yes Cara, we stayed on 11/15/16 at Victoria Marriott Inner Harbour.
1)This time our room was not ready for our Victoria clipper arrival from Seattle. Hotel has refused to upgrade us as gold elite members and we waited for room in a lobby which is sad but ok.
2) Steam room takes an hour to heat up...literally. But after it starts it will BURN your feet. Somebody has to check it!
3) It was a lot of young hockey players shooting puck in a hall... it's very loud when they score at your door.
4) Same boys jumped in Jacuzzi like me and wife are not there. They parents were apologizing but hotel staff didn't care.
5) on a first night dinning in executive lounge we found a huge hair in food container. Reported to the concierge. But we didn't like how they handled it.
6) If they tell you to help yourself with drinks do NOT believe! They will charge you $10 a glass even if it was just a sample.30$ total
7) we witnessed employers were gossiping American tourists in French.
After we complained using Marriott website Manager's response was an apology and promise to make our stay brilliant next time...sounds very feeble to me.
Thanks for the additional details, washingtonian. We can see how this made for a frustrating stay. We have reached out for additional details via direct message. Talk soon - Cara
I have a very similar complaint that is not getting the attention or the property
It is very upsetting when your issue is ignored.
I am currently onsite at a property with a large group who has addressed several issues to the GM. our collective concerns have been dismissed, so I addressed some of the concerns with the GM directly this morning. When the response was less than satisfactory, I elevated the concerns to those responsible for electing this property. Collectively, we are staying a total of 237 room nights. Not only we're our concerns dismissed, the GM asserted that no prior complaints have been filed. We've now determined that the real issue is the GM.
After reading this thread, I am less than confident that a call or e-mail to customer care will be effective. My goal is to reach a regional manager who is responsible for this property. Does anyone know how I would navigate that without dealing with the filter of customer care?
We are sorry to hear about your frustrating experience and we would like to help. We will need some information about your stay so please submit a Support Request under the "Get Help" tab regarding this matter and we will gladly look into it for you.
Thank you for reaching out!
seatexan is pretty good finding out who owns properties so this may be a starting point. I have no clue how this youngster does it, but she is good!
eswindell Which hotel are you staying at? I can try! thanks iahflyr
This is sad for a Marriott hotel. No wonder Eswindell is having issues. I won't post the name of his hotel as I am sure for now he wants to keep it quiet, but this is the review break down. I saw some of the reviewers photos... gross!!!
It's not "sad", it is HORRIBLE!!!
Hello Cara. I had an experience recently as well where my complaint went to the property manager and all they said in the message to me was 'I should have addressed my concerns with them while there'. There is reasons I did not do this, but that was all that he was worried about. I would like to send my information (email exchange / pics of filthiness of room) along to someone that will do something about it. Long time Marriott member and would like to stay with Marriott but not happy with initial response from property manager. Can you help with that?
We are sorry to hear about your stay and we would like to help. Can you please fill out a customer support form under the "Get Help" section at the top of the homepage? This will allow us to share the details of your stay with our Customer Care team!
Ten days ago, I sent Marriott customer service this note:
"I stayed at the Fairfield in Bremerton from 8/16 through 8/21. Every night, I parked in the secured garage under the hotel. On the night of 8/17, my car was broken into and thousands of dollars of items were stolen (I was helping my son move up to college). I filed a police report and the hotel manager (Chris) said that he had surveillance cameras that should have recorded the thief. He said that he'd review the recordings and pass the results to both the police and me. He also said that he'd refund all of the points that I had used to book the stay and that there would be no charges for incidentals or parking.
Before I checked out, I spoke with Chris and he said that he was still working on reviewing the recordings. On 8/25 (a week after the break-in) I called Chris and he said that he was *still* working on it and would let me know when he was done. I have yet to hear anything from him.
In the meantime, it looks like none of my points have been refunded to my account and my credit card has been charged (with the transaction date on the charge being the day *after* I checked out).
I understand that the hotel is not liable for any thefts from cars parked in their lot, but this was supposedly a secured lot, with security cameras in place. In addition to my car's break-in, another guests car was actually stolen that same night. Given all this, I would have expected more concern and urgency from the hotel management. I would also have expected hotel management to follow through on the commitments they'd made.
I have been a loyal Marriott customer for years and I chose a Marriott hotel for my Seattle stay even though it meant that I had to purchase additional points to do so. It would have been nice to see this loyalty and commitment returned."
I quickly received a reply from Marriott:
"Thank you for taking the time to reach out to Marriott Customer Care today. After reading your email, I am very disappointed to hear of the negative experience you went through while staying at Fairfield Inn & Suites Seattle Bremerton. Please know that we take our guests' safety very seriously, I will contact the property management and look further into this incident. I hope to find answers for you as soon as possible, once I hear from management they will be in contact with you."
But I have not heard anything since - either from customer service or from the property itself.
This was a vehicle break-in from a supposedly secured parking lot (access gates and video cameras). The manager mentioned that one of his security cameras had a "great view" of my parking space and getting photos of the thief (thieves?) to the police promptly could have led to the recovery of thousands of dollars of stolen items (as well as some of my son's irreplaceable mementos).
The only thing that has happened since I received the "we'll look into it" response from customer support was that 2/3 of my points appear to have been refunded to my account. It looks like lack of communication and followup is a behavior that extends throughout the Marriott organization.
(Incidentally, the same night my car was broken into, the car of another guest that was parked a few spaces down from mine was stolen. Any security footage of my car could have helped with that theft, too, but apparently even this wasn't enough to prod the management into action.)
We are sorry to hear about your experience and would like to help. We will require a little more specific information and have sent you a direct message about that.
I have waited 2 weeks to hear back about my less than happy experience. Several emails, phone calls, voice mails, nothing. I have never been blown off by customer service at any place I've ever stayed before, so obviously, I'm blown away by the lack of a response. Please listen!
Sounds frustrating, Robin. We'd like to see if we can assist. If you would Submit a Support Request under the "Get Help" tab on this matter, we'll gladly look into this for you.
Retrieving data ...