Is Marriott Good for Small Businesses? (2026)

Many reviewers report negative experiences with Marriott's customer service, citing unhelpful staff, unresolved billing disputes, and a lack of accountability. Examples include difficulties obtaining refunds, being relocated without proper compensation, and encountering rude or uncooperative managers, like the reviewer who stated the manager said “CORRECT” when asked if he would help make a reservation.

Numerous reviewers mention issues with incorrect charges, withheld deposits, and difficulties resolving billing disputes. Some customers report being charged for services they didn't receive or experiencing double or triple withdrawals, as one reviewer noted regarding Courtyard by Marriott Santo Domingo.

Several reviewers express disappointment with the Marriott Bonvoy program, citing a decline in benefits, difficulties redeeming points, and a perceived lack of value. One reviewer stated they were “extremely disappointed with my recent experience with Marriott Bonvoy and my Marriott Brilliant American Express Card” after paying $650 in annual fees.

Some reviewers complain about dated rooms, malfunctioning amenities, and ongoing construction at Marriott properties. For example, one reviewer described a “very bad experience at the Marriott Hotel Brooklyn Bridge” with rooms that were very dated and curtains that wouldn't open.

A significant number of reviewers express concerns about Marriott's environmental impact and ethical practices, particularly regarding a hotel built in a Kenyan wildlife migration corridor. Reviewers accuse Marriott of “corporate greed” and prioritizing profit over environmental responsibility.

A few reviewers highlight exceptional service from specific staff members, praising their helpfulness and kindness. For instance, one reviewer mentioned that “Anirudh was most helpful and kind. He offered me a bottle of water on my departure with a smile.”