Anyone ever run into this?

I placed a mobile order through the Marriott app for pickup to use my $100 credit. The app disclosed taxes on the final step but made no mention of service charges or gratuity.

When I picked up the order, the receipt included a 20% “Room Service” charge, plus a separate line for gratuity. The food was packaged to-go with plastic flatware, and the receipt explicitly listed the order location as “Pickup.”

The restaurant employee couldn’t remove the charge due to not having the authority. They were ultimately able to remove at check out after some back and forth.

I’m not opposed to reasonable service charges for actual room service, but applying a 20% charge to a simple pickup order without disclosing it during checkout seems questionable and excessive.

Screenshots show the ordering process and how there’s no mention of any additional charges, just taxes. I didn’t screenshot my order as I didn’t expect charges on pickup. Screenshots are from the following day when only breakfast items were available.

Who else has an insane number of nights this year? I practically live at Marriott hotels lol

We had the chance to stay at Atlanta's "best address" back in February just after Valentine's weekend. This was far from the best St Regis, but we still managed to have a good time; here's a little bit about how our stay went.

Since we went in winter, the landscaping in front of the property and the enclosed pool area were obviously not their best, but we expected that coming in. We actually came to the property the night before we got our room, since the on-site Michelin restaurant Atlas was not open the night that we were checking in & we really wanted to try it out during our first impression of the property. The restaurant is still one of my favorite one-star Michelin establishments, and I've been to 40 stars so far this year, and my wife especially loved it (she is more skeptical of fine dining and Michelin in general, but absolutely adored this spot). It is definitely worth your while getting a reservation here while you stay at the property, or even if you aren't staying there. We stayed at Hotel Colee that evening and I'm not going to get into that ordeal...

When we actually came to check in at the St Regis, we were disappointed to find that they are one of those luxury properties that keeps suites available for upgrades but only at an up-charge... this was despite our Titanium status at the time. We didn't bother wasting an NUA on this property, so I don't remember if an NUA could get a suite, but regardless, we got a small upgrade to a larger regular room, which was nice. As far as Regis rooms go, it wasn't the greatest that we'd ever gotten, but certainly nothing was wrong with it.

We mainly enjoyed the common areas with the antebellum furniture and did relax outside for sometime in the afternoons. One benefit of the property is that it connects to a variety of restaurants and shops via the Residences section, so we were able to try a bunch of bakery treats over time at the nearby cafe. The other perk we enjoyed was their complimentary house car that could take you to other nearby eateries in town, though this led to a somewhat odd experience for us. The first night, when we tried this, the house car dropped us off at a tapas restaurant for light snacks and drinks, but when it came time to pick us up, the hotel informed us that the car service had closed at 8pm for the evening. This made no sense since they took us to the tapas restaurant AFTER 8pm, and certainly, no one mentioned that they were no longer operating after that or that they wouldn't come pick us up. The posted hours of the house car on the property's banner and online were until 10pm. So that was a little strange, leading us to make our own way back to the hotel.

Breakfast was decent at the property; however, the elite credit seems a lot more generous than it actually is. With basic black coffee or tea costing $12 each on their menu, the combined $80ish credit doesn't go as far as one might think. For comparison, similar Regis breakfast credits in NYC and Longboat Key cover breakfast a lot more comfortably, if not entirely.

The last specific memory I have of the property is the comical St Regis bar experience I had. After trying their version of the Bloody Mary, which was good albeit quite hot, I ordered their more upscale version of an Old Fashioned. When the bartender brought out a box for me to choose my own woodchips and arranged the setup to smoke the cocktail, he accidentally blew the torch at the chips without properly igniting it, blowing all of the wood dust into my torso and face 😑 stuff happens, but it was odd when instead or apologizing or helping to clean up, he sheepishly just lit the remaining chips and scurried away.

Overall, while we enjoyed the short stay, we felt the service could have been better & that the property is certainly one of the weaker St Regis examples out there, even compared with other North American properties only. I hope they are able to elevate their game in the future and live up to the brand, especially now that the classic last-place example of Houston is no longer in the mix.

Cheers!

I’m staying at the Crystal Gateway Marriott in Arlington, VA, and noticed that the elevators skip floors 10, 11, and 13.

I initially assumed floors 10 and 11 might be mechanical floors, but I walked the stairwells in both towers and they go directly from floor 9 to floor 12, with no additional floors or doors in between.

I also asked at the front desk, and they told me the numbering has been this way since the hotel opened, but they didn’t know why.

I understand skipping the 13th floor is fairly common, but I’m curious why floors 10 and 11 are also skipped.
Does anyone know why the building was designed or numbered this way?

I’ve had this happen several times recently at Marriott properties in Europe, and I’m curious how this works behind the scenes.

I’m Ambassador Elite, and on these stays, the front desk explicitly confirmed my 4 p.m. late checkout during check-in. Yet on departure day, housekeeping still knocked in the morning—sometimes as early as 8 or 9 a.m.—waking me up, and I had to explain that I already had a confirmed late checkout.

Does housekeeping have access to each room’s confirmed checkout time? When the front desk records a late checkout, does that information automatically reach the housekeeping team, or does someone need to communicate it separately?

I appreciate the hotels honoring late checkout, and I know housekeeping staff are working hard and have rooms to turn over. But being woken up hours before the agreed checkout time is frustrating, especially when I’m using that extra time to rest.

Since this has happened at multiple properties, I’m wondering whether there’s a wider issue with how this information is shared. A confirmed late checkout seems like something both teams should be able to see.

Has anyone else experienced this? I’d especially appreciate hearing from hotel staff about how the process actually works.

Posting in case this is helpful for anyone.

I stay at a property in the SF Bay Area (east bay, not in the city) for work very regularly. My company uses this hotel almost exclusively due to location and some insane stuff that happened at the nearby Hilton property a few years ago. Pretty much every time I'm there the hotel is oversold and people are getting walked. Numerous co-workers of mine have had this happen which is part of why I'm so aware.

Quite a few of us have Titanium or Ambassador status, not the ones who get bumped. Maybe this contributes if people with high status aren't booking in a timely manner?

Is this a common occurrence at busy hotels in general and I'm usually just oblivious or is it something else?

Beware. Bedbugs found here!! Major infestation. Stayed in early September 2026 and my room was infested with bedbugs. The hotel didn’t seem to want to take it seriously beyond the very kind maintenance man they sent to check on the bugs the first time. Front desk was flippant, unprepared to help in an high-stress situation,and offered a room change and nothing else… oh, sorry, 50% off my room… I was not offered to have my belongings laundered or cared for, wasn’t checked in on by the managers of the hotel, nothing.

I had to email the hotel and only received a call back after repeated attempts. The hotel manager wanted to resolve it himself so he could avoid the insurance claims and offered me Marriott points… excuse me!?

I had to get rid of $1500+ worth of belongings due to how insidious bed bugs are and not wanting to bring them home with me. He then told me that it was up to their insurance, and the hotel took a longer than expected time to open the claim and provide the insurance with info on the infestation.

It was finally resolved financially to my satisfaction via their insurance, but it took me having to be aggressive and detail oriented. I still have not received any sort of apology from the hotel, I have literal scars from the bed bug bites, and am absolutely hesitant about to stay at any Marriott property due to how they handled this all.

While the property was pretty and in a good garden district location, I will caution everyone who is looking to stay here.

Why do some of the Scandinavian countries have such a lack of Marriott options? Norway and Finland only have 5 Marriott related properties combined.

Hi everyone, Front Desk Agent here. At least once a week, I'll get a check-in who opts to ignore everything I say in favour of typing away on their phones on the bonvoy app when 'ding!' their chats will pop up on the screen in front of me. As someone who dies a little inside every time they're ignored, who do you think is answering the chats you send on the bonvoy app?

I'm a titanium elite and have been for quite a few years now. Business trip in the US, so naturally went for Marriott. Didn't expect much - definitely no room upgrades, or anything like that. But I'm getting declined late checkouts, which as I understand it are a guaranteed member benefit in the Marriott terms until at least 14:00 for platinum and above. In another property, I was not told about having $10 towards my breakfast each day until I checked out, at which point it was too late to credit it. Just shocking, and I'll never stay with Marriott in the US again. Completely night and day versus most of Europe and Asia versus here in the US.

I recently stayed at a courtyard and had a really terrible experience. After a 16 hour day I got ready for bed, crawled in and it stunk. Bad. And I couldn’t place it at first, but then I figured it out. Urine. And my pajamas weren’t soaked, but when I got up they were damp.
I was beyond disgusted.
After some back and forth with the front desk (!), they told me to come down and get a key for a new room.
I showered, switched rooms, did laundry because my PJs were disgusting, and then complained again to the front desk, who still maintained it wasn’t a big deal because I was in a new room. The manager was never around because my working hours overlapped with theirs I guess.
After I checked out, I emailed corporate because the level of unbothered at the hotel was astounding. I got a response from the corporate saying they were investigating, then I got an email from the hotel manager where he basically called me a liar. I am not. I fired back and they gave me 20k points and basically told me to go away.
But this particular courtyard is almost next door to a customer that I visit twice a year. It’s so convenient and the other nearest Marriott is about half an hour away.
If I stay here again, will the management have me flagged? Will I get poor service? I’m not that worried about another wet bed because in all my years of travel that’s the first it’s ever happened. But I am a little worried about some retaliation.

Can anyone who has stayed at either of these properties at Frankfurt Airport confirm if they have windows that open? I’m staying in December and I know that means the building’s HVAC will already be on heat only, so just wanting to confirm if windows can open to cool the room?

Hey! Anyone currently staying at the Marriot in Puerto Vallarta? My understanding is that they just reopened after completing some major renovations but will not be fully done until next year, so I'm looking to know if it's still worth going there now or look elsewhere.

I'd appreciate any insights. Thanks!

To save others the confusion, if you stay at a resort with the current promo, the extra 3,000 points will not be posted to your account at the same time as the other 1,500 points for the 2 night stay. T&C says it could take up to 8 weeks for the resort points.

Hi!

Marriott associate here. Quick question for anyone familiar with MMB/BEN-21.

If an associate is legitimately traveling for business and staying on the MMB Associate Business Rate (with subsequent reimbursement via Concur) can they share the room with a non-Marriott personal guest, assuming the room allows two adults and the rate/cost is exactly the same for one or two occupants?

Also, does the answer change if the personal guest changes during a multi-night stay, provided each guest is properly registered with the hotel?

I'm specifically asking about the MMB rules, not MMP/MMF.

Thanks!

Hello all,

Gotta question regarding STAY PMS. We have cutover since August and so far... it's been... going.

We used fosse before and on the availability display on fosse there was a clear screen of arrivals categorized by room types and columns for VD and VR rooms. which helped immensely for planning arrivals and offering early check in. since we saw in real time what we had available regarding arrivals coming.

On STAY PMS, I can only see my rooms VD/VR as best as possible using tape chart.

It does show which rooms are VR or VD but since I have no clue how many arrivals in king/queen/suite I have... it's a shot in the dark to see what's the percentage of my rooms VR being for my arrivals.

But still, is there a report or tab somewhere on stay pms that I can see the breakdown of my arrivals with my room type, with rooms inventory that are VR/VD ?

I’m a Front Desk Manager at a Marriott property, and we’re under serious pressure to increase our Marriott Bonvoy enrollments.
I know how to approach guests, explain the benefits, and encourage people to sign up. That’s not really what I’m struggling with.
I’m looking for actual tips, tricks, shortcuts, or efficient methods that help you get enrollments FAST.
For those of you who consistently hit high enrollment numbers:
What’s your fastest legitimate method for enrolling guests?
Are there any shortcuts in the Marriott systems that make the process quicker?
Do you have a particular workflow that helps you enroll multiple guests during a busy shift?
Do you focus on certain types of reservations or guests?
Are there any underused Marriott tools, QR codes, or approved enrollment methods that make a difference?
What’s something you discovered that significantly increased your enrollment numbers?
We don’t have incentives to offer guests, and I already understand the importance of explaining the benefits.
I’m looking for practical strategies that actually work, especially from employees who consistently get high enrollment numbers.
Management is putting a lot of pressure on these numbers, and my job genuinely feels like it’s on the line.
Any advice from experienced Marriott associates, supervisors, or managers would be greatly appreciated. I’m trying to find a smarter and faster way to reach our goals without cutting corners on guest consent or company policy.

Hi yall! Has anyone received this promo email from Marriot? I have not been able to find anything online regarding this so I can’t really tell if it’s good value or not. I am currently a Hyatt guy so was thinking of getting a Marriot card as well. Thanks!

What experience would you pick, Ritz Carlton Santiago or The W Santiago?

Thoughts on the hotel and quality? Normally wouldn’t be able to book this for work trip as was more then our corporate would allow but my boss booked it so I got in. Looks nice.

…and I’m not rewarding any of these San Fran properties with my money.

Union Square Marriott: $38
Marriott Marquis: $38
The Clancy: $38
The Westin St. Francis: $38
Marriott Fisherman's Wharf: $40
Hotel Adagio: $38

Note this is not exhaustive. Also note for you MMP folks that this increases the Explore Family Rate by more than 30% per night. Obviously sucks for everyone but especially sucky on a percentage basis.

Do they have rooms without the door to the next room? both times i stayed there i was woken by noise from the next room. Have to stay again soon. Thanks

Anyone else experienced needing to get rebooked on a reward booking due to the hotel closing for a two week remodel?

Booked a Maui vacation for December in June, book four nights get a fifth free with points I earned. Got an email from the hotel saying they’ll be closed now for renovations and they’ll help me get other accommodations.

It was Ritz Carlton Maui, Kapalua, I asked for The Resort at Kapalua Bay instead so we’ll see what they say.

Should I expect to get that? Prices there look 3x compared to when I booked, but that may be due to it being within 45 days. I’m Titanium Elite if that helps.