I travel close to 300 nights a year so I have earned Lifetime PP and Ambassador. I was recently made aware of an internal system that seemingly any Marriott front desk employee or higher can access, that has comments from hotels that you frequent. And basically this system is not of the positive variety.

What happens is, any complaint the guest has or any issues, the hotel in question puts remarks and comments about it in this system. Now if it was only for service breakdowns that would be one thing. But no this system also contains comments from managers, supervisors, etc... which in my opinion is very unfair. Using myself as an example. I was made aware of a comment from 1 particular hotel I stayed at 2 years ago that said I spit food all over the floor in the concierge lounge and it was gross and I didn't care smh. The truth was, I choked on food, I gagged and spit it out and immediately went to get napkins to clean it up. The concierge woman was busy sitting at a table talking with 1 of her regulars and when it happened she glared at me like I did it on purpose and I called her out on it. Well obviously only HER SIDE went into this internal database system and made me out to look horrible. Also was told(by a sympathetic front desk agent just recently) that there are other comments about me, basically saying not so nice things about me in certain properties. She was the one who told me about this and said all Rewards members that travel frequently are pretty much put in this system, basically to "warn" other hotels about us.

I don't know about all of you guys and gals reading this, but I think this is completely unfair and 1 sided. Pretty much any manager or supervisor can put anything in this internal system and we the guests have no way of disputing it. The woman who shared some of these comments with me pretty much came clean and said I have a history of complaining and being rude to staff based on what's in this system. But I told her I travel literally 10-11 months out of the year and the vast majority of the time I have great stays. She acknowledged that and said I am a great guest but this database system she said can give employees a preconceived notion about somebody before they stay. She also told me the pickier you are the quicker the red flags come up and they start reading about you. I was shocked and disgusted!! I admit, if I request extra pillows or an extra fridge and it's not in the room, sure I'll complain. Obviously though, some of these hotels will be nice to your face and apologize but then go and criticize you in this system. Also at least for me probably because of my status if there are some service breakdowns I will be offered Marriott points. Some managers insist even when it's something minor and I eventually agree. Well, that gets shown in there too, The nice front desk agent told me that she reads these kinds of comments about lots of travelers and they are always negative.

Sorry for the long message but I wanted to alert the frequent Marriott travelers about this imo AWFUL UNFAIR 1-SIDED SYSTEM!! To be allowed to basically write anything about the guest without the other side of the story is wrong on so many levels. And for the few on here that I'm sure will feel the need to attack me about how I carry myself? Look I admit I'm not perfect but I do my best to tip the staff(because I know I can be a bit high maintenance) and be as friendly as I can. I'm an east coast guy so I think that personality type can rub people the wrong way. And I will be clear, I travel 300 nights a year so maybe that many nights there would be more room for issues. That aside, my real issue is that they have this internal system in the first place and no recourse for us as guests to counter any of the negative stuff put in there. It's not right.

And I'll end with this. Called a Residence Inn recently to discuss a potential upcoming stay. Spoke with the GM who was "temporary". She didn't seem over friendly but answered my questions. Since it was a new hotel I asked about motion sensors in the room that shut off the air. I like it cold when I sleep because I have a medical issue and sweat a lot on my medication. She told me the hotel has them and they cannot be disabled. I explained to her my situation and told her that every other hotel I have stayed with that had motion sensors in the room, the engineer was able to disable them so the air can run continuously. She told me she would look into it, got my phone number and would call me back. Four hours later she calls me and tells me they won't disable it and they don't want me staying there. She said any further questions I could call Marriott. Nasty and she hung up. I called the Platinum line and the woman I spoke with put me on hold, called the hotel and spoke with her. The GM told her she read that "internal system" about me, saw that I had problems at other Marriott's and didn't want me to stay!! Then she hung up on the Platinum lady!! The Plat lady apologized to me and told me I should let my ambassador know which I did. And the Ambassador manager apologized and said he will look into it. Honestly, after how that awful temp GM treated me I would NEVER want to stay there. But the fact that she was able to read a one-sided internal database system about guests, me, and essentially ban me from the hotel?? Awful and wrong on so many levels. I could give her 10 names of GM's of hotels that I stay at regularly that really like having me as a guest. I have cellphone numbers of a few that we text about sports because I've gotten to know them. This terrible temp GM didn't appreciate me asking for(in her mind) something not the norm, so instead of researching how to disable the motion sensor she researched me, used a bunch of negative comments put in by other staff over the years as a justification to claim I was not a guest worth having. Makes me sick and that's why I decided to post all of this to all the frequent travelers on here.

Be Careful if you complain, next thing you'll know they'll be a file created about you and not a nice one.