Poor Customer Service by Marriott- Beware When Making a Reservation

Mortgage and Lending with George Souto NMLS #65149 FHA, CHFA, VA Mortgages NMLS #65149

Bad customer service especially by a major firm like the Marriott should be exposed.  To me what they did to Debbie Reynolds is a classical case of GREED and poor service.  Hopefully other members will re-blog Debbie's post and help send Marriott a message!!!

Original content by Debbie Reynolds, C21 Platinum Properties TN Broker: 208698

So Disappointed in Marriott

Thumbs downBeing in a customer service business of real estate, I know one must deliver what is promised at all costs. Failing to do so is a black eye on you, your brand and your future business. Word will spread. 

I had a reservation was booked at the Marriott Copley Place in Boston for the National Association of Realtors Annual Conference. This was one of the hotels in the lottery and many of the functions, committee meetings and receptions took place there. In other words, they got tons of business from us REALTORS®.

The reservation was made months ago for a king room and a quoted convention rate. The room requested was a king bed and that is the way the reservation was madeand confirmed.

The first disappointment was at check it to discover it was not a king bed but 2 doubles. I questioned this and was told I could only have a king bed with an upgrade charge. I felt cornered with people lining up behind me for check-in and was given no other option but to settle for a double bed or pay the fee to get what was promised on the reservation. Rooms were ging fast. The double bed was not acceptable so decided to take the king room and take this up with corporate. Being a Marriott Rewards member should have some benefits, right? WRONG!

At the first call to challenge the upcharge, they agreed to credit back the fee to my credit card and that it would appear within 7 days. 7 days passed. Another call was made and now the story has changed. No refund will be given as no reservation with a bed choice is ever GUARANTEED. Unbelievable. Poor customer service by Marriott.

Funny how I have never had this problem before at this or any other hotel chain. Even though the bed was available they used the situation to extort additional money for a room that was supposed to be set aside for my reservation.

I had no idea Marriott chooses to do business this way and that they treat anyone especially their Reward Members in this fashion. So here is a message to anyone planning to reserve with Marriott. You should choose another brand that honors the reservation as booked.

I am currently planning an out of town stay and know for sure I will NOT BOOK WITH MARRIOTT.

Remember, this type of service would not fly in the Real Estate Business. Consumers, beware of Marriott.


 Centruy 21 Platinum Properties2130 Wilma Rudolph Blvd.

Clarksville, TN 37040

When you need Real Estate services in Clarksville TN

                  it would be my pleasure to assist you!                             

Debbie Reynolds
"The Real Debbie Reynolds"

Check out all Clarksville TN Real Estate on My Website

931-771-9070 Office | 931-320-6730 Cell

Clarksville TN Homes 


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 Info about the author:

George Souto NMLS# 65149 is a Loan Originator who is licensed in #CT, #RI, #MA, #NH, & a #FL Licensed Lender who can assist you with all your #FHA, #Conventional, #VA, #USDA, and #State Bonded Progam #mortgage needs in #CT, #RI, #MA, #NH, & #FL. George resides in Middlesex County which includes #Middletown, #Old Saybrook, #Middlefield, #Durham, #Cromwell, #Portland, #Higganum, #Haddam, #East Haddam, #Moodus, #Chester, #Deep River, and #Essex. George can be contacted at (860) 573-1308 or souto@snet.net

Comments (9)

Myrl Jeffcoat
GreatWest Realty - Sacramento, CA
Greater Sacramento Real Estate Agent

Good customer service has become a dying art.  I don't know what the answer is, other than to broadcast poor service in social media like Debbie did here!

Nov 21, 2018 06:14 PM
Debbie Reynolds, C21 Platinum Properties
Platinum Properties- (931)771-9070 - Clarksville, TN
The Dedicated Clarksville TN Realtor-(931)320-6730

Thank you for the reblog, George. The customer service person at first agreed to the refund then sent it up the chain to a supervisor which denied it. They never even bothered to call back to say why. This is plain wrong. If I book a certain type room I expect it to be available and not make me pay more to get it. That's cheating and false advertising. 

Nov 21, 2018 07:44 PM
Debe Maxwell, CRS
www.iCharlotteHomes.com | The Maxwell House Group | RE/MAX Executive | (704) 491-3310 - Charlotte, NC
The right Charlotte REALTOR!

I just tweeted this too, George! Glad you re-blogged it! I hope she gets the results she so deserves after our social media barrage! Shame, shame, shame on Marriott!

Nov 21, 2018 10:11 PM
Sally K. & David L. Hanson
EXP Realty 414-525-0563 - Brookfield, WI
WI Real Estate Agents - Luxury - Divorce

A bad experinece can be costly...heads up Marriott !

Nov 23, 2018 03:41 AM
Gabe Sanders
Real Estate of Florida specializing in Martin County Residential Homes, Condos and Land Sales - Stuart, FL
Stuart Florida Real Estate

Thanks for the re-blog, George.  I was surprised to read about Debbie's experience with Marriott.

Nov 23, 2018 05:31 AM
Endre Barath, Jr.
Berkshire Hathaway HomeServices - Beverly Hills, CA
Realtor - Los Angeles Home Sales 310.486.1002

George, I read this post and sadly all the Boston Hotels knew that since October 1st the staff was on strike... none of them gave heads up to their guests in advance or even on arrival... no discounts given... and let me tell you I heard the Drum beats early in the morning and late at night from our hotel too.... and we did not stay at the Copley Marriott, Endre

Nov 25, 2018 10:14 PM
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Good afternoon George - I think that for Marriott they should be concerned.  This was not their legacy.

Nov 28, 2018 01:14 PM
Debe Maxwell, CRS
www.iCharlotteHomes.com | The Maxwell House Group | RE/MAX Executive | (704) 491-3310 - Charlotte, NC
The right Charlotte REALTOR!

The Sheraton had strikers out in front and I thought that was bad - restaurant service was at a minimum and room cleaning as well. But, at least we had SOME attempt at service there! 

I stopped by, George, to ask if you heard about the privacy breach with them (Marriott)? They must have new management?!

Happy Saturday!

Dec 01, 2018 03:33 PM
Ann Hayden 636-399-7544
Berkshire Hathaway HomeServices Select Properties-St. Louis Missouri - Chesterfield, MO

George Souto ,

This is very poor customer service.  

Dec 06, 2018 04:57 AM