What To Know
- Marriott offers multiple channels for you to lodge a complaint and seek a resolution.
- If you prefer a more formal approach, you can write a letter to Marriott’s customer service department.
- Marriott aims to acknowledge receipt of your complaint within 24 hours and provide a response within a reasonable timeframe.
Are you facing an unsatisfactory experience at a Marriott hotel in the UK? Don’t let it ruin your vacation or business trip. Marriott offers multiple channels for you to lodge a complaint and seek a resolution. This guide will provide you with all the information you need to effectively complain to Marriott UK.
Contact the Hotel Directly
Your first step should be to contact the hotel where you experienced the issue. This is the most direct way to address your concerns and get a prompt response. You can:
- Speak to the hotel manager: Request to speak with the manager on duty and explain your complaint.
- Call the hotel’s customer service line: Most Marriott hotels have a dedicated customer service number.
- Email the hotel: Send an email outlining your complaint and provide any relevant documentation.
File a Complaint Online
If you’re unable to contact the hotel directly, you can file a complaint online through Marriott’s website:
- Visit https://www.marriott.co.uk/contact-us.mi
- Select “Hotel Feedback” from the drop-down menu.
- Fill out the form with your details, hotel information, and complaint details.
Call Marriott’s Customer Service
Marriott has a dedicated customer service team available 24/7 to assist with complaints:
- Call +44 (0) 20 3932 8222 from the UK.
- Provide your reservation number and explain your complaint.
Write a Letter
If you prefer a more formal approach, you can write a letter to Marriott’s customer service department:
- Address your letter to: Marriott International, 30 Portman Square, London W1H 7BH, UK.
- Include your reservation number, hotel information, and a detailed description of your complaint.
Social Media
While not an official complaint channel, you can consider reaching out to Marriott on social media platforms such as Twitter or Facebook. This may draw attention to your complaint and prompt a response.
How to Craft an Effective Complaint
When lodging a complaint, it’s important to be clear, concise, and professional. Include the following information:
- Your reservation number and hotel details
- A specific description of the issue you encountered
- Any evidence you have, such as photos or emails
- Your desired resolution
What to Expect After Complaining
Once you’ve filed a complaint, you can expect Marriott to:
- Acknowledge receipt of your complaint within 24 hours.
- Conduct an investigation into the matter.
- Provide you with a response and resolution within a reasonable timeframe.
Seeking Compensation
If your complaint is found to be valid, Marriott may offer compensation such as:
- A refund or partial refund
- A free night’s stay
- Elite status points
- A gift certificate
Tips for a Successful Complaint
- Be polite and respectful, even if you’re frustrated.
- Provide specific details and evidence to support your claim.
- Be clear about your desired resolution.
- Follow up regularly to check on the status of your complaint.
Frequently Discussed Topics
Q: How long does it take for Marriott to respond to a complaint?
A: Marriott aims to acknowledge receipt of your complaint within 24 hours and provide a response within a reasonable timeframe.
Q: Can I complain about a Marriott hotel outside the UK?
A: Yes, you can complain about any Marriott hotel worldwide through the same channels outlined in this guide.
Q: What if I’m not satisfied with Marriott’s response to my complaint?
A: If you’re unhappy with Marriott’s resolution, you can contact the hotel’s general manager or escalate your complaint to Marriott’s corporate headquarters. You may also consider reaching out to a consumer protection agency.
