Is your recent Marriott stay not quite living up to expectations? Did you encounter an issue that left you feeling less than satisfied? Don't worry, you're not alone, and Marriott is committed to resolving customer concerns. This comprehensive guide will walk you through the proper steps to send a complaint to Marriott, ensuring your voice is heard and your issue is addressed effectively.
Why File a Complaint?
Before we dive into the "how-to," let's briefly touch on why filing a complaint is important. Whether it's a billing error, a cleanliness issue, a staff interaction, or a problem with amenities, providing feedback helps Marriott:
Improve service: Your complaint highlights areas for improvement, leading to a better experience for future guests.
Resolve your issue: The primary goal is to get a satisfactory resolution to your specific problem.
Maintain quality standards: Marriott prides itself on its reputation, and your feedback helps them uphold those standards.
Now, let's get down to business!
Step 1: Engage with the On-Site Staff (The Immediate Approach)
Are you currently at the hotel and experiencing an issue? This is almost always the best and fastest way to resolve a problem. Don't wait until you've checked out!
Sub-heading: Speak to the Front Desk or Hotel Management
If you're still at the property, your first point of contact should be the front desk staff or, ideally, a hotel manager.
Politely explain the situation: Clearly and concisely describe what happened. Provide specific details, including dates, times, and names of any staff members involved if you remember them.
Be calm and composed: While frustrating, maintaining a calm demeanor will help in achieving a constructive dialogue and a quicker resolution.
Suggest a solution (if you have one): Do you want a room change? A refund for a specific charge? Clearly state what you believe would be a fair resolution.
Request a record: Ask for a record of your complaint, even if it's just a note from the manager. This creates a paper trail.
Example scenario: You arrive at your room and find it hasn't been properly cleaned. Immediately go to the front desk and explain the situation. They can often assign you a new room or send housekeeping right away.
Step 2: Utilize Marriott's Official Online Channels (The Digital Approach)
If your issue wasn't resolved on-site, or if you've already checked out, Marriott provides dedicated online channels for submitting concerns. This is often the most common and efficient way to send a formal complaint.
Sub-heading: The Marriott "Contact Us" Form
Marriott's official website offers a "Contact Us" form specifically designed for compliments and concerns about a stay.
Navigate to the "Contact Us" Page: Go to the Marriott website (Marriott.com) and look for the "Contact Us" link, usually found in the footer or help section.
Sign in to your Marriott Bonvoy® Account (Recommended): If you are a Marriott Bonvoy member, signing into your account before submitting the form will pre-populate useful information, making the process smoother.
Select "Compliment/Concerns About a Stay": From the topic dropdown, always choose "Compliment/Concerns About a Stay," even if your feedback relates to a specific group, meeting, or event.
Indicate "Concern": There will be a radio button to select "Compliment" or "Concern." Choose "Concern." This will often open a sub-topic dropdown.
Choose the Appropriate Sub-Topic: From the "Question/Issue Sub-Topic" menu, select the option that best describes your complaint (e.g., Billing Accuracy, Hotel Facilities, Staff Conduct).
Enter Hotel/Property Details: Start typing part of the hotel name, city, or country. A list of matching hotels will appear for you to select.
Input Stay Dates and Confirmation Number: Provide the check-in and check-out dates, and if available, your confirmation number.
Detail Your Experience in the "Comments" Box: This is where you provide the full narrative of your complaint.
Be clear, concise, and factual. Avoid emotional language.
State what happened, when it happened, and who was involved (if applicable).
Explain the impact of the issue on your stay.
Clearly state your desired resolution.
Attach any supporting documents: If you have photos, receipts, or other relevant files, look for an option to attach them.
Verify Contact Information: Ensure your contact details are accurate so Marriott can reach you regarding your complaint.
Submit the Form: Click the "SUBMIT" button. You should receive a confirmation that your complaint has been submitted. Keep a screenshot or print-out of this confirmation for your records.
Sub-heading: Emailing Customer Support Directly
While the online form is preferred, you can also sometimes find direct email addresses for customer support.
General Customer Care Email: You can try sending an email to
customer.care.resolution@marriott.com.Be sure to include all relevant details: Your name, contact information, Marriott Bonvoy number (if applicable), hotel name, dates of stay, confirmation number, and a detailed description of your complaint.
Step 3: Call Marriott Customer Service (The Direct Communication Approach)
For immediate concerns or if you prefer speaking to someone directly, calling Marriott's customer service is a viable option.
Sub-heading: US/Canada Customer Service
Toll-Free Number: For customers in the US and Canada, you can contact Marriott International Customer Care at 1 (800) 535-4028. They are available 24 hours a day, 7 days a week.
Have your information ready: Be prepared to provide your Marriott Bonvoy number, reservation details, and a clear explanation of your complaint.
Take notes: Jot down the date and time of your call, the name of the representative you spoke with, and any case or reference numbers provided.
Sub-heading: International Customer Service
If you're outside the US/Canada, visit the Marriott website and navigate to their "Contact Us" or "Help" section to find the local phone number for your region.
Step 4: Leverage Social Media (The Public Approach)
While not a formal complaint channel, social media can sometimes be effective for gaining attention and a quick response, especially for issues that might garner public visibility.
Sub-heading: Reach Out on Twitter or Facebook
Tweet @MarriottBonvoy or @Marriott: Clearly and concisely state your issue in a public tweet. Avoid overly aggressive language.
Message Marriott's Official Facebook Page: You can send a private message to their official Facebook page.
Important Note: While social media can be quick, it's generally not the primary channel for formal complaints. Always follow up with one of the more official methods (online form, email, phone call) for detailed resolution.
Step 5: Escalation (When Initial Attempts Fail)
If your initial complaint hasn't been resolved to your satisfaction, there are avenues for escalation.
Sub-heading: Request to Speak with a Supervisor/Manager
If you're on the phone, politely request to speak with a supervisor or a higher-level manager if the initial representative cannot resolve your issue.
Sub-heading: Contact the Corporate Office
For very serious complaints that haven't been resolved through other channels, you can try contacting Marriott's corporate office. Keep in mind that direct corporate interaction might be limited, and they will often direct you back to their customer care teams.
Marriott International, Inc. Corporate Headquarters Address: 7750 Wisconsin Ave. Bethesda, MD 20814 USA
Corporate Phone Number: 1-301-380-3000 (This is primarily for corporate inquiries, not direct customer service complaints, but can be a point of contact for significant issues.)
Sub-heading: Consider Consumer Advocacy Groups or Legal Action (Last Resort)
If all internal channels have been exhausted and your issue remains unresolved and significant, you might consider:
Consumer advocacy organizations: Groups like the Better Business Bureau (BBB) can mediate disputes.
Legal counsel: For highly complex or substantial disputes, consulting a lawyer might be necessary. This is a last resort and should only be considered after all other avenues have been explored.
Key Tips for Effective Complaint Filing:
Document Everything: Keep detailed records of everything related to your complaint: dates, times, names of individuals you spoke with, case numbers, emails, photos, receipts, and any other relevant documentation.
Be Specific and Factual: Avoid generalizations. Focus on the facts of what happened, rather than emotional language.
Clearly State Your Desired Outcome: What do you want Marriott to do to resolve your complaint? A refund, points, an apology, a service recovery?
Be Patient But Persistent: Resolutions can take time, especially for complex issues. Follow up politely but consistently if you don't hear back within the stated timeframe.
Review Marriott's Policies: Familiarize yourself with Marriott's terms and conditions and any relevant policies (e.g., cancellation policy, Bonvoy program terms) that might pertain to your complaint.
By following these steps, you significantly increase your chances of a successful resolution when sending a complaint to Marriott. Remember, your feedback is valuable, and Marriott wants to ensure its guests have positive experiences.
10 Related FAQ Questions
How to file a complaint about a specific Marriott hotel employee?
You can file a complaint about a specific Marriott hotel employee through the Marriott "Contact Us" online form, selecting "Compliment/Concerns About a Stay" and then choosing a sub-topic related to staff conduct. Be sure to include the employee's name (if known) and a detailed description of the incident.
How to complain about a billing discrepancy at a Marriott hotel?
To complain about a billing discrepancy, first contact the hotel's accounting department directly. If that doesn't resolve it, use the Marriott "Contact Us" online form, selecting "Compliment/Concerns About a Stay" and then "Billing Accuracy" as the sub-topic. Provide your reservation and billing details.
How to escalate a complaint if Marriott customer service isn't responsive?
If Marriott customer service isn't responsive, you can escalate by politely requesting to speak with a supervisor or manager during a phone call, or by following up on your online complaint with a detailed email referencing your previous attempts and the case number. For serious issues, you can attempt to contact the corporate office.
How to provide feedback on a positive Marriott experience?
To provide feedback on a positive Marriott experience, use the Marriott "Contact Us" online form and select "Compliment/Concerns About a Stay," then choose "Compliment." You can also share your positive feedback on social media, tagging Marriott's official accounts.
How to complain about Marriott Bonvoy program issues?
For Marriott Bonvoy program issues (e.g., points not posting, status issues), you can contact Marriott Bonvoy Customer Service directly at +1 (801) 468-4000 (US/Canada) or use the dedicated "Contact Us" form on the Marriott Bonvoy section of their website.
How to find the direct phone number for a specific Marriott hotel?
To find the direct phone number for a specific Marriott hotel, visit Marriott.com, search for the hotel by name or location, and then navigate to its individual property page. The contact information, including the phone number, will typically be listed there.
How to get a refund for a bad Marriott stay?
To get a refund for a bad Marriott stay, first address the issue with the hotel management during your stay. If unresolved, submit a detailed complaint through the Marriott "Contact Us" online form, clearly stating your request for a refund and the reasons why you believe it's warranted.
How to use social media to complain to Marriott effectively?
To use social media effectively for a Marriott complaint, tweet @MarriottBonvoy or @Marriott with a concise, factual summary of your issue. You can also send a private message to their official Facebook page. Always be polite and provide essential details, but be prepared to be directed to official channels for a full resolution.
How to ensure my Marriott complaint is properly documented?
To ensure your Marriott complaint is properly documented, use the official online "Contact Us" form (as it generates a case record), keep screenshots of online submissions, note down names of representatives and case numbers for phone calls, and retain copies of all correspondence (emails, letters).
How to complain about a Marriott Homes & Villas rental?
For complaints regarding Marriott Homes & Villas rentals, contact the Homes & Villas team directly through the contact information provided on their specific website or within your booking confirmation. They have a dedicated support team for these types of properties.