Marriott International

Greetings , After returning home from my horrible Mardi Grass vacation to New Orleans Ive taken some time to think about everything that happened at the Marriott hotel that started Saturday. When arriving, I waited in line to be assisted by the front desk agent which was kind of rude, and not so helpful were getting checked into the hotel.

I told her I was checking in and I have it on my phone. I showed her the room number she said OK. I asked her to give me some room keys for the other. Guess they were staying with me she printed out one set of keys then after I had to ask her, where was the elevator also about breakfast and the dining time.

this was my first time coming to this location. The presence at the front Desk was not welcoming at all. So me and My guest went upstairs to load our things up. The room had a little odor but it was manageable.

I sat on the bed and noticed that it was really hard so when we exit the hotel, I stop at the front desk and ask that they pad, my bed with another duvet for more comfort and we also needed some more towels then we left for the day. Once we returned later that night it was time to shower and get in bed I noticed what I requested wasnt done so I just said Ill talk to the manager the next day. My guest Coyander Jones took a shower first and she noticed that the shower was not draining properly that it was stopped up so that caused all the dirt so just rise. We didnt have any cleaning supplies to clean out the tub so we had to wait for it to drain rinse it, then wipe it with a towel before the next person can take a bath and it was three of us.

We got dressed the next day, which was Sunday and went down to see about breakfast first we had decided to leave to go eat brunch, but my guess was like we can stay here and eat so I went to the desk to report about my bed being hard and uncomfortable in the tub being stopped up and not draining properly. im leaving the front Dess lady She seem to be nice. She said shes not here just *** but shes coming and I said OK just tell her that I want to speak to her about the situation with the room she said OK and I walked off. my other guest, Krystal Sam Want breakfast accommodated she said, let me ask her if she can comp for breakfast.

Front desk gave us breakfast coupons. We went to have breakfast, and the host was very nice. The manager was notified a second time that we wanted to speak with her. We waited about an hour and a half and she never showed up so when we were leaving, I stopped at the desk and ask for her.

Then she comes out and her facial expressions was not very pleasant. She cant hide anything. So I started to tell her about the issue that I was having that she was already informed about. And how I was told that there isnt any extra duvets or blankets to pad the mattress.

so she said lets let me try switching you to another room she said is Mardi Gras season and if we dont have many options and I told her I understand and so she gave me some keys to the king suite so we went in to check the suite out because theres three of us and we had a double bed and noticed that they had a pull out bed and that was fine because the other girl can sleep in the pull out bed but when we pulled out the bed, we discovered that the mattress was in horrible condition and there were stains on the carpet and also stains on the sofa. You can tell the upholstery had not been cleaned in a long time they carried an old odor. I returned downstairs to the manager to tell her about the room and she was looking like she was upset that I was gonna tell her about the room so I showed her the pictures that I take and she was upset. She told her front desk agent to take that room off the market and she said this is not up to Marriot standards .

she told me Im a try my best she say whats your phone number so I can reach out to you when we have a solution and I told her OK and then I left and went to the store when returning back a couple hours later, I saw her at the desk, but she was helping a customer, so I proceeded to my room to get dressed for the day and waited patiently for her to call me. Upon returning back the night valet was closed . We were tired. We went outside a room and showered.

We noticed that the shower was fixed because it was draining properly and we was happy about that but again, my bed still is the same. I even explain to her when I asked about the bed I thought I had spinal stenosis and I have three bulging disc in my back for the night. I slept uncomfortable again that hard bed. So the next morning, which was Monday Lundi Gras we got up and started moving around to get dressing.

One of my guest. decided to iron her shirt and I discovered that the iron was broke and it actually burns her shirt she called down to the front desk and asked for another iron . about 30 minutes past and housekeeping knocked on the door, see eggs do you need a room service and we say yes and she was axing us what we need and we tried to explain to her and she told us that she didnt understand English so I told her Ill help Ill help you, Ill take the sheets off of my bed and we need towels to take a bath and shes like OK she went back to her cart

I started to take the sheets off the bed and I noticed the mattress tag. The mattress was outdated.

That mattress had been on a bed since 2006. she asked me what I was doing. I guess she tried to explain to me but she couldnt but I was telling her I just took the sheets off the bed so she can put new ones on so she called some of her coworkers they spoke English and Spanish, and they asked me what was wrong with the bed and I told him it was nothing that they can do that I told management about the bed I say but I took dishes off the bed so she can put fresh ones on so they told me she cant be in here while yall are getting dress I said oh OK she say how long will you be before you leave out the room and I told her we should be dressed in about 20 minutes they brought us another iron my friend had earned her clothes. And then I proceeded to iron.

Within 5min the manager knocks on the door with the housekeeping manager it was talking to me, aggressively, trying to provoke me and was targeting me.

She say you have been complaining since you got here I say yes and the issue was not resolved. You never called me. She said you pass by the desk and didnt say anything. I told her you had a customer, so why would I try to interrupt you with a customer for issue that Im having in the room when you said you was gonna call me so Im thinking that youre busy did you call me when you have time.

I asked her what are you going to stop to take care of the issue at hand when you have a customer at the desk she told me no. she was trying to interrogate me about my complaints to her which were simple complaints. With a simple fix she said I tried to put you in a room and I was like when I showed you the pictures you told me that was not up to Marriot standards. I say it wasnt it, what you said she didnt say anything .

Her and the manager for housekeeping were targeting me with the questions and were acting like bullies. Its like they were trying to provoke my behavior like they were trying to provoke me to act in such a manner of anger. I asked her is there anything else because at this point I was in my pajamas with no undergarments on, and the ladies was half dressed as well so she said you have been complaining since you got here and I may have to ask you ladies to leave because you talk to myself any kind of way so I said what did I tell your staff the housekeeping manager said you told her to clean this now and threw the blankets on the floor I said maam did you just tell me that she didnt understand English and then the lady explained that she didnt understand English, so where are you getting this fabricated story from? at this point, I knew that they were lying and getting all the staff on board to meet me, and my guess seemed like we were unruly and disrespectful, which was not the case at all.

she said Im a give you a few minutes to get your things out. Five minutes later the police are banging at the door telling us we have to leave now in that moment I was already on the phone with customer service for Marriott. Explain it to her about the situation and the customer service lady seem to have been having an issue with my account. I dont know what was happening with her that she had to keep on trying to verify that it was me when I have a business account with you guys and a personal account as well with my American Express.

The lady on the customer service call tells me well. You need to get out the room and get out the room now. The police would not allow us to shut the door while we get dress three black women unarm treated horribly like we were criminals like we were not paying customers and the embarrassment and getting put out by Marriot The Manger used her power because of a personal feeling and not business savvy . At this point the way I was treated I believe that this woman knows me know of me because instantly I felt she was treating me with colorism.

this was an absolute attack on me, so it was personal. my guess will be sending in their statements because at this point Im not asking any questions to the manager nor the police because I am trying to get dressed and Im trying to pack up to leave the Marriot establishment that was in poor condition, which Ive never stayed at a Marriott in this type of condition and never have been treated horrible how I was treated in my life. No one has ever had to call the police on me in my life. The housekeeping manager was standing by the door so she said you dont look like they got no holes in there which she didnt even step inside to see if there were any holes, so Im guessing they had conjure up a story to tell the police to say that we was very aggressive and destroy a property to get them to come here because if you call the cops, you gotta really have a reason to call the cops so they sound like they have a falsify police report.

so I told her to come in and we are going to look over this room and I want the police in here while we look over his room and I recorded a video of this room and the condition that it was in. I also have pictures of this bed. I also have pictures of the previous bed as well. Krystal Sam and Coyunda Jones ask the police a lot of questions ask the cops why were you called out the cops say we dont know you have to ask her then she said I dont wanna discuss it.

The manager said she didnt wanna discuss it. Then she say yall was being rude to staff. When we arrive downstairs to check out with the police, her staff was smirking and grinning and smiling to make things even worse the police asking us for our license. They said you are now banned from this hotel you cannot come to this hotel.

I never had plans to return to this location and it is point the way Marriott is treating this, and no one has called me on this situation. The sad thing about this is your most recent reviews on this hotel is the same thing that Im expressing she didnt even want to compensate us for anything. She did not try to help as a manager. She didnt do her job at this point she just seems to be a bitter woman working in management and Im not sure if shes fit for the position on the decision that she made to call the police on three black women and put them out doing Mardi Gras season when there is no hotels available in the city.

She was very unprofessional! at this point because she called the police and Father report I want this report pulled from the police department I wanna know was in this report. This story is fabricated by the staff. I will want a lie detector done on everybody all the staff the manager, so I can show truth that this was a fabricated story against me-and my guest, I would like for Marriott to pull the cameras on the interaction at the front desk and how many times I spoke to that manager.

You can also see our behavior and I was in and out at the hotel. I also would like to speak to the general manager I will take everything to social media about the Marriot and how we were treated, Customer service needs to do better as well , Manger said you will not get none of your money back. Me and my guess was humiliated and our vacation was ruined. Im asking for a full refund.

Also, that police report with a lie detector test to show that your staff fabricated this entire story . The manger is also a known felon

Hello

This is VishalDugar

Bonvoy membnership number: 65361****

The review below that i intend to post on all travel platforms should give you an idea of my apathy of my stay at JW marriott, walnut grove, Mussoorie (India) stayes in room number 404 from 14th to 16th december

The Good:

Location, Property, Interaction with 2 staff members Miss Vandana and Mr. Keshav

Rest All is Bad and Ugly:

What is that we look for in a Super expensive, Elusive, Exclusive, resort/retreat that too coming from a Brand like Marriott and more so when it is categorized as Jw Marriott, the whole game changes a notch above right

Dont know bout you all, but i would look for the following, even more so when the property is As Niche and as Expensive

1.Super Warm reception from the front desk staff doing so with smile and gratitude for the trust the guest has placed by booking the said resort while checking in, that helps you completely Refresh from the long tiring journey just with a smile and warmth and the first impression is the last.

Also there can be no discrimination between you and any other guest in this regards, every guest no matter what the occasion should feel exclusive and privileged given the scale of the property.

2.A detailed know how of the property and its amenities in the minutest possible way, so you know the amazing facilities you would otherwise miss and regret, a pamphlet in a room is easily missed where as an explanation or a property tour is a must given the scale of the property and its amenities which should be proudly showcased

3.Unambiguous and unequivocal coordination between all departments in the hotel (front desk, the restaurant, the activities team etc) and staff has to be cordial more so that its a super niche and super expensive resort and even more so if there is a Special Event or Special celebration mentioned to the reservation Team much much in advance giving them a heads up as to how amazing they can make the occasion speical for you

4.Clarity in accounting and charges

5.Quality and the Upkeep of the Rooms, Facilities etc

6.last but not the least the Guest Just Has to be Made to feel super Special and Privileged that he would want to come back again and cover all nuances the next time, in short have a Repeat value and plan the next visit even before leaving the property, and advocate the property to other fellow travelers as a brand Ambassador to the hotel, more then anyting leave happy with amazing memories.

Me and better half who were there in the property to celebrate our 25th year of togetherness for which we had divided our stay in 2 properties:

Hyatt regency, Dehradun from 12th to 14th december

Jw Marriott, Mussorie from 14th to 16th december

Not expecting much out of Hyatt Regency we were amazingly and pleasantly surprised and floored by Hyatt with all above points, in fact may be it was beyond expectations, staff warmth, room upgrades (no charges), a special private event been planned by the management with a singer and dinner on the house, which we were more then happy to pay for but theu refused.

Now Coming back to the DISASTER called JW Marriott:

Not one but all above points mentioned as desirable out of a premium property came crashing down to an almost hopeless stay, which forced us to stay more outside the property and come only to sleep.

1. Expect one young person at the Front desk who was reasonably exited to receive us others seemed lost and worn out and disinterested, no smile (probably even overworked, as i saw the same faces in 2 shifts) and for the first time in my travel history i noticed no 2 separate guests checking were treated alike during check in, one set of guests were offered Welcome drinks while other set wasnt, same was the case with us, given the cold weather of December the least one can do is offer warm water, in Hyatt irrespective of how many times we were in the lobby there was always someone offering us Gud Ki taravt, super refreshing and energizing. No one explained us the the amenities, all we were told was breakfast is inclusive, no mention of the complimentary High tea (which by the way is the highlight) and its complementary anyways, then why would you not mention it.

2. As i had requested for a room category upgrade in my email @ a month back i was asked to pay for the upgrade of Rs 8000 at the time of check in (which is weird in 2 ways, onr that should be settled if agreed during check out or should logically be complimentary as the occupancy on the said days of my stay was bare minimum, certainly less then 40%) but was told its a company policy irrespective of the special Occassion room upgrade will be charged for, to which i replied if its a company policy please do, and i was told that the credit card would only be used for authorization and would be charged during check out but to my surprise i was charged immediately within an hour.

3.

There is absolutely no coordination amongst the staff of any department come what, i came across 2 incidents which were shocking: A:The day we checked in was our anniversary on the 14th December and we made it to the hotel at @ 6.30 pm, we intially thought we would have a light meal at the hotel itself, but later on a friends recommendation we decided to have our meals at a local Ghadwali restaurant we still informed the staff that we were not having meals at the hotel and we were back to the hotel by @ 7.45 pm post our meal, at @ 8.30 pm i get a call from a staff saying that a special meal arrangement had been organized by my brother in law from mumbai at a special restaurant which only hosts special Occassion for which my brother in alw must have paid a BOMB, that dinner didnt happen as we were already through with our dinner, shouldnt we have been informed about it while check in, cause trust me thats the highlight of what the property has to offer and a must do irrespective of the cost, But it didnt happen on the special day as there was no coordination. I was furious as the amount spent must have been insane and whats the point if the intention of arranging is not achieved, such milestones of your life cant be repeated can they be ??

WHAT A WASTE..

B: The experience kept getting worse, next morning we were at the Jw cafe for breakfast the place was almost empty barring a few tables outside in the open, we too decided to take a table outside as the view was killer, when i pointed out that there was no Cutlery, butter, jam and other necessary things on the said table, our host told us that the same would be done asap, it didnt happen for @ half hour, the tea came but there was no sugar, the toast came but there was no butter, and no cutlery even, this is JW marriott ??? Then i had to call the manager and walk out of the breakfast less then half way through, we walked out disgusted went to Itc in city and our meal there.

C: while in the cafe the said day and next day, we also noticed apart from the local staff employed who were always smiling, the local lady employed to make tea was fabulous, all other staff apart from our server Mr, Shivam seem disinterested, in fact spotted atleast 2 to 3 staff members that to seniors were on their phone completely averse to guests passing them thats the forst ever i have seen anywhere.

D: Just next to the jw cafe overlooking the amazing views of the mountain there was civil work happening at the property which was visible from the room we were staying as well, the said work could be stopped during breakfast and lunch at least, complete eye sore, and not a word was mentioned about so while making the bookings, which the hotel is obligated to disclose, and most hotels do, during my last stay at ITC grand goa, while booking was told there is upgrade happening and some palaces could be an eye sore, so much for charging for an upgrade and getting view of Civil work been done, what a shame

There was so much more but what to say

On the 15th morning i documented all this on email to all concerned, to which i got a reply calling it a One Of Incident, which was replied back by saying its not one of for me as during my short stay of less then 12 hours i expereinced multiple incidents and not one pleasant one.

We were later offered Free lunch, free message therapy, a free picnic, and the same last night even suite upgrade, which we categorically rejected as it was absolutely undignified to cover up the blunders pointed out to.

We didnt come to the resort for freebies for the blunders made by the managment, we came there for our 25th anniversary which was completely ruined by the resort.

We decided to check out on the 15th evening itself (though we were booked and had paid till 16th) and had it not been for Mr kesahv we probably would have done so, we did so the next day morning.

Can freebies ever compensate for the most special day of ones life which was ruined,not for me it wouldnt ever, i would rate this as the worst experience of my life.

First of all we checked in around 10 p.m. on August 11th.

Upon arrival to the Courtyard Mariott, Located at 434 University Way , Huntsville, Alabama. Therer were no lights on the outside of the building. After checking in Ryan; the room was not clean; lamps were dusty and nothing appeared fresh; My travel agent book me at one flate rate; they had multiple rates of $179.00 to $224.00 upon receipt of my checkout; I had my confirmation number and $656.40 for all dates. This also included meals.

Well the next day while walking down the hall in room 150.. We were breathing in Musk, Funky wet smells. I then discovered mold stains near the bathtub. It is so unhealthy to breathe inside the room and in the entire hotel.

They are cooking with knowledge of the Black Mold, The cleaning supervisor pulled up proof on her sell phone with her manager, Jasmine in front of me. She stated, this is the Black mold her room doesn't have mold! She confirmed my complaint. They have Marcus making food in the Bistro and feeding guests with mold...

confirmation!!!. Mr. Deandre Thomas is very professional and very kind. However, Jasmine should not work with the public as she raises her voice at the customer and gets on the phone with the General Manager & Assistant Manger, she is not professional with Conflict resolution.

I witnessed another guest being charged twice knowledge her card and the police came because she expressed to me her card wasn't even on file. Jasmine raised her voice with her. However, in speaking with Jasmine, I explained to her I have multiple medical conditions i.e. migraines, seizures, Stroke survivor.

High Blood pressure, Severe Anxiety so I could not sleep with the conditions in this facility. She offered another room, 108 in which he smelled like urine. I begged to be informed of a suitable hotel, Jasmine informed me she would not be refunding me with an attitude. No superior Customer Service.

Finally, the cleaning manager, Hispanic woman gave me the name of AC Huntsville Downtown after going back and forth with Jasmine for 2 hours as I also reached out to my travel agent in Las Vegas. Customer Service should be held with ease. Not to mention ,we had to spend funds for breakfast because no one was available to prepare meals on the morning of 08/13/ 2023 they did not have an alternate cook . Lastly but most importantly, no individual or animal should be housed in this facility.

They should be closed, until the renovation of millions they continue to tell customers about. I am appalled and disappointed that Bonvoy would knowingly people's health in danger just to make money!!!. There also was a *** in room135 !!! Not to mention, they also have no trash bags in the trash cans; they have paper plates in the bottom of the cans.

Absolutely, no dignity or decency at this establishment. Jasmine changed my room number on the receipt to 108 and I never stayed in that room !

The entire 2 & 3rd floor Air-conditioning went out. I am requesting my $780.00 back they are still pending on my credit card.

I should have the rest of my stay from 08/13 until 08/16 comped after what I endured at the Courtyard Matriott. I am now currently at AC Huntsville stellar property!

I used my free certificate for a hotel in Boca Raton. Received a confirmation email and received two other reminder emails of my upcoming stay.

Day of my arrival I was notified that the booking agent made a mistake and that I didnt have a reservation. The hotel employee was very rude and abruptly said I didnt have a room at their hotel. As I was on my way to the Boca area I contacted Bonvoy. First rep proceeded to explain how she couldnt extend the date of my certificate but didnt take into consideration it wasnt my fault.

Put me on hold for over thirty minutes never coming back to the phone. I called back again and go passed onto an Elite team member who had the audacity to tell me I had an entire year to use my certificate. Finally, after a long conversation she booked me in a hotel miles away from where I needed to be and the hotel Town Place Suites was truly a disappointment. Room was filthy, smelled like dog, and in need of a total overhaul.

My wife who has allergies got deathly ill. Causing me to check out that evening. Now with no where to stay I headed back home. Missing my event on 2/8 causing me a loss of hundreds of dollars.

Im looking for reimbursement of my monies and two free night at any Marriott hotel of my choice. For this disturbing and disappointing experience.

My son is an employee for your franchise, and I booked with one of your hotels this past weekend. I have stayed at a few different subsidies prior to this weekend and never experienced or dealt with the unprofessionalism and rudeness I did this weekend.

Upon arriving at the facility, I presented my authorization form from my son and was told I needed to email it, but no email address given, I guess I was supposed to just know this. Then a young lady attempted to run my card for an amount that was higher than what was conveyed to me by my son and when I questioned the amount the young lady was very abrupt with letting me know the amount given to me by son was incorrect. I went through so many scenarios at this particular location. I arrived at the location at 10:20 pm on 10/13/2023 and did not check in and gain access to the room until after 12:10am.

Almost 2 hours of going back and forth from them not receiving my form which I emailed 3 times and by the way they still never received it quote/ unquote. To me asking if I needed anything to park in the garage with and was told no. I parked 2 cars in the garage only to bring 1 out after 8 hours and had to pay $25.00. At this point I was totally feed up and disgusted.

I went to the front desk to complain and there was a young gentleman there who gave me 2 passes for the cars that would only charge me $20 for one car since I had already paid $25 for one. I am grateful for his empathy and compassion along with another young man who expedited my check in after realizing the form was not coming over even when he emailed it to his personal email with Marriott and how long I had been trying to accomplish the check in. I am appalled that such a big corporation would treat their customers this way. Everything at this hotel you incurred a cost for Parking, Breakfast NOTHING was complimentary.

I cannot say all Marriott's are this way but this particular one leaves a lot to be desired and I know it is not upholding the values and guidelines Marriott stands for. I will be sure to share my experience with fellow family members and friends for them to stay clear of this location.

I hope this email will generate a response from someone in corporate to address these issues I have detailed here and prompt a change over there or Marriott will lose customers due to these types of practices. Dissatisfied Customer.

I RESERVE MY LEGAL RIGHTS, WITHOUT PREJUIDICE:

This is a long overdue email, which I had in the past hesitated to send due to my loyalty to the Bonvoy chain, but matters have reached such a negative state that I must bring very troubling matters to your immediate attention and expected action/resolution. .

I have been Bonvoy member for the past 4 years and during that time, I experienced:

1) sexual harassment

2) psychological abuse

3) was refused entry to my own room

4) was effectively held hostage

5) my jewelry and LV luggage is being held in Georgia .

All of this has happened to me in less than 3 years at your properties in Georgia and Turkey .

I write a lot of articles about hotels located in the CIS region as well as the UK.

I cover the luxury segment.

And I have written a lot about Bonvoy. With no recognition from your social media team (but that's another matter)

I have covered almost every Bonvoy hotel in both Astana and Almaty in Kazakhstan, Georgia and many other countries. There is no Bonvoy hotel in Georgia or Kazakhstan, which I havent tried. Yet, although I stayed more than 180 days a year in your hotels and paid tens of thousands of dollars, the points are never credited to my account.

Most recently, I stayed in Le Meridian Batumi, Georgia, for almost 6 months, spending nearly 30.000$, not including 10 rooms I rented for my guests throughout Summer 2021.

During my stay I came across a general manager called Alex, the General Manager of Le Meridian Batumi at that time, who at first appeared as a professional person and was eager to host me and my group, who arrived to study the local real estate market.

I personally represent large family group, and we intended to get into the hotel business in Batumi and was sent to research what would be best brand for us. Our friends own St. Regis in Astana,

What I have witnessed in first 5 month in your hotel , was nothing but shock and intimidation. Specifically:

1) He openly introduced me to hotel owners, and other hotel chain owners, should I be interested to buy hotel but started to become much too familiar with me.

2) the general manager personally set up meetings for me with various local business people.

All of whom at the end, demanded me to pay commission/bribe for introduction. That also included staff working in security of the hotel.

3) the general manager was upset that we refused to proceed with further negotiations in hotel next door to yours, due to be Kempinski. My personal issue was that general manager of another hotel, should not participate in any of my negotiations with owners of the potential competing site. Its simply inappropriate.

He took that personally, and started acting very inappropriately. Randomly insisting to close my bill, although my stay in the hotel was ongoing and I was not ready to check out.

He requested not to use the amount I spend on my long stay, to credit me points in Bonvoy account for a stay of 4 months, saying he is making his own discount, and that wont be counted by Bonvoy . This represents a bill of 50.000$ gone unrewarded towards my membership.

4) general manager also often put me in uncomfortable situations on several times, by approaching me when I workout in gym, or swimming in pool, which of course is totally unacceptable being a Muslim woman.

5) The general manager held me hostage in my room , by placing 2 security guards outside of my door and I have video and photo proof, which was instantly reported to my office in London. I had to get the local Police involved, and finally I made my departure.

6) The general manager did everything to contaminate my good name and good reputation, by demeaning me and my guests publicly.

He threatened to do anything he wants, with confidence, that police are "bought by him"!

Moreover, he repeatedly, and publicly, declared that he is favorite buddy of Bonvoy General manager!

Quote: they love me. They dont wanna lose me. They are ready for me to be head of Bonvoy one day. Especially general manager of Bonvoy , treats me like his own son.

So you can complain, but nothing will happen to me. Who will they believe? You or me???

7) general manager made a public spectacle of me, as he wanted me to leave hotel by being escorted by police or security.

8) A major assault happened to me in your hotel as someone threw food at me from 6-7 th. floor of the hotel, while I had breakfast.

My shirt, ruined by food, is kept as an evidence. When I requested urgently to investigate the incident, general manager laughed off saying it was nothing. Refusing to offer me any formal apology.

You will be surprised to learn, we were also renting an office in the hotel for 6 month .

Experience in Batumi , left such scar on my memory , that I strongly advised my family group to abandon Georgia, along with our original plan was to build our first 6 hotels under Bonvoy flagship . I no longer felt confident of the local talent and level of professionalism after my firsthand experience with the general manager.

I then travelled to Tblisi and was advised by my Arab colleague to try the Sheraton .

I was pleased to learn that general Manager there is a woman ! Ms. Iva, who gave me good first impressions.

For the past 20 months, I was the only long term guest of the hotel, while it was empty.

The general manager Iva , expressed wish to see more clients from Kazakhstan and asked me to help.

I wrote several articles, etc. and in a couple of month hotel was filled with Kazakh clientele.

As a thank you, Iva hosted me at special rate which I thought was nice touch.

Given that I am already privileged member, I requested 2 rooms for 3 nights in hotel, but was told the hotel was by then fully booked, and price was fixed.

Much to my surprise, I booked me rooms via an app , and for very good price .

I managed to have my new year in Sheraton thanks to Bonvoy app ! Not the management .

Unfortunately, I have yet another new situation to deal with at the Sheraton in Tblisi;

The situation is following :

1) I have been refused an entry into my room

2) general manager and hotel are in the possession of my personal belongings, including laptop, with super sensitive government information. (which means I will have to involve my ambassador and Minister of Tourism of Georgia). My belongings are valued for around 100.000$, which included all my expensive jewelry .

3) general manager, as well as duty manager, have consistent habit of making public display in the reception, with intention to cause maximum embarrassment to clients.

And I have been in Sheraton for 20 months on and off. I have seen some super primitive behavior from most of the stuff members in Georgia ! They like to shout loudly, preferably publicly.

In particular, there is a female duty manager who lacks all sense of hygiene or dress code and likes to argue with all guests, making them feel miserable. She simply doesnt feel comfortable around wealthy clients.

i tried to give her some advice, but instead I got: I am 20 years in hotel industry. I know everything! I am Right!

I have learned from my employees, that as recent as a couple of days ago, Ms. Iva had lunch or meeting with Alex, the general manager of Le Meridian Batumi.

After which, our previously well behaved General Manager of the Sheraton, Ms. Iva, turned into very nasty person, violating the principal of hospitality, and creating public scene with one of my employees!

I had to take 2 days trip to London, to sort few things with banks, and also to order new credit card , that I can use for Bonvoy. I mostly pay cash or debit card. Handing over debt card over email - is forbidden by my bank!

My return ticket to Tbilisi was on 6th February via Turkey.

Last moment our flights got cancelled due to earthquake, as there is no direct flight to Georgia from London! Prior to departure from hotel on 3d February night, I have informed that I will be back and showed my return ticket. They have cash deposit of more than 1000$ and there is card attached in my Bonvoy account.

Yesterday I received call from my employee, reporting to me this latest above-mentioned incident. Whereby the General Manager, (Ms.

Iva) seems to have conspired with general Manager of Le Meridian (Mr. Alex)., and decided to act on his discussion with her.

I havent yet pressed charges for assaults in the hotel and for sexual harassment. I was requested by senior government authority in Georgia, to let it go, yet clearly it isnt going away, and I would like to remind your group and related parties, that keeping person hostage in their room as mentioned above and keeping his personal items for ransom while intimidating guests with personal vengeance- all of that criminal offence in Georgia and in EU.

I will not pay for days they refused entry to my room, and caused me to change my flights again.

At the moment, I am consulting with my lawyers, to decide where to best, defend my rights . In which jurisdiction.

I am currently based in London.

While in London my bank informed me of an expected and unauthorized charge from your hotel in excess of 2000$, sent by me 2 days ago to settle the bill until 16th February 2023. I reported a fraud ! Because this is a fraud as I did not authorize or have been pre-advised of this charge by your staff.

I must now fly back to Tbilisi and resolve this matter with help of police and my embassy.

Meanwhile, I reserve rights to pursue this case in courts of England or any other jurisdictions as advised by counsel.

I have carefully collected all the evidence, all the communication, all the photos and videos, to make sure that no one can misinterpret information in their favor.

Bonvoy group should be concern about this email and I do sincerely hope you take not only appropriate action, but also restitute me in terms of service and out of pocket expenses.

I reserve my right, without prejudice, to submit personal experience and evidence on how women get treated in big hotel chains (both in social media as well as in courts, depending on my lawyer's advice).

My regards

Gulyaim Martorano

My personal belongings are still held by Sheraton Tbilisi , and I need urgent resolution of this situation , b4 I board my flight back to Tbilisi , from London . I will be arriving with my legal team from UK .

I made reservations for work at detroit southfield marriott. I got there in the morning around 10:30 AM, checked in via Marriott Bonvoy app.

I talked to the receptionist, she mentioned that I have to wait until noon that is when the checkouts happen and it may take up to 1:30 PM for check-ins. I mentioned to her that I have to leave to the office, she suggested that I leave the bag, she can tag the bag and my check-in would be fine. I specifically called out that I will be back only after 8 PM, she said everything is fine. When i got back around 9:30 PM they mentioned that they are overbooked and they don't have any rooms for me.

I explained the morning situation, the floor manager said that she doesn't care who I talked to. I mentioned to her that I have a reservation, how could she allocate my room to someone else, she said that they are overbooked that she can't do anything about it. This is the worst experience and rude behavior that I have ever experienced in any hospitality environments. Not only they messed up the reservations because some new receptionist gave all the reserved rooms to walk-ins, which they found out after 15 mins I was there, then they put me in a location that was 30 miles away and a bad property.

I filed a case through customer support, which I have called already 7 times no resolution, every time I talk to them they are escalating the case but there is no resolution seen. They are supposed to provide the compensation of "ultimate reservation guarantee" which is not happening. Marriott customer support is the worst customer support experience that I have ever faced in around 25 yrs. They have no control to do anything, they have to call the property and just updating notes.

The case was closed multiple times already without resolution. Till today no resolution, this is one of the worst experience for an elite customer.

In May/June 2023 I had to modify travel plans dramatically and thus cancelled a reservation for one night at Marriott Houston Airport for one night. I made the cancellation three weeks in advance of travel and within 48 hours of making the reservation.

Marriott refuses to refund my payment.
I request a refund as I am a loyal Bonvoy member for many years. I think it is outrageous to not refund a cancellation that I have made weeks in advance of travel.
You will also note that I continue to find it impossible to communicate with the Marriott Hotel IAH directly via email. I am unable to communicate directly with the Marriott hotel nor with Bonvoy.

I am outside the United States and cannot adequately make a phone call to the hotel. I find this very frustrating.
David Haverkamp

I am a business traveler and stay almost exclusively with Marriot. I am also a Marriot Vacation Club owner.

I recently planned a trip to Munich Germany. I originally booked at Marriot Munich Airport in Freising. I cancelled my reservation 6 days in advance to move over to the Moxy (for business reasons). I booked a flexible rate room.

I was told that I needed to cancel my reservation the previous day (so 7 days in advance) and was charged a very expensive fee.

I have never in my years booking with Marriot had a 7 day cancellation policy. I have seen 2-3 days policy. Also, when I am cancelling outside the policy , I see a message about the deadlines. I did not get this message.

I am upset about the policy, which is out of line with the normal business policy.

I am disappointed that I did not receive some sort of a message when cancelling to advise me. I feel like I was deceived by the hotel & Marriot. I did stay in a local Marriot, so the Company did not lose revenues on this stay.

I have been staying with Marriot for many years. I would like to be reimbursed for the fee.