Anonymous on 05/08/2013
Stayed here from April 25th-28th, 2013 and showed up with clusters of bed bug bites on my back a week later. Hopefully they did NOT come home with me otherwise I will definitely seek out the attention of the Marriott Marquis SF... Very disappointed. They need to get rid of the bed bugs fast. The itch is terrible.
San Francisco Marriott Marquis on 04/09/2013
The San Francisco Marriott Marquis and Marriott International cares greatly about every guest’s experience. We take hotel hygiene and sanitation very seriously. As a result, Marriott has established very strict standards of cleanliness for all its hotels that either meet or exceed public health department regulations, including pest control. In the unusual event we are made aware of a concern, we respond immediately to the situation and take the appropriate steps to remediate whatever problem
Anonymous on 10/28/2012
Got bites on arm and leg. Asked hotel to move me, wash my clothes, and disinfect my luggage. They did all of these things with kindness and understanding. New room was already being treated with UV-C light when I came into room.
Anonymous on 08/25/2012
August 24, 2012. Came in at night, turned on lights and found a bedbug crawling on the floor in the bathroom.
A.B. on 06/27/2012
I stayed at the San Francisco Marriott Marquis for a congress between May 23 and 26 2012. I had a great stay and found NO bedbugs.
PP on 11/19/2011
I stayed at the Marriott Marquis on the 10th floor Nov 4-8 2011. After the first night I noticed a rash on my chest, and the following days I developed multiple bite-type rashes on my torso and arms. I am awaiting a response from the hotel regarding my bed bug claim. In the meantime I recommend staying elsewhere.
AlliSFNCDC on 11/18/2011
What about ZERO stars? That's what Marriott gets for how they've handled my concern with BED BUG BITES that emerged on my back, on the 4th day of my stay at the Marquis on 4th Street in San Francisco. As those of you who've looked into the unseemly subject of bed bugs know, the classic pattern of bites is a cluster of three, known in the argo as the "breakfast, lunch, and dinner" pattern. Further, it takes several days after exposure for bites to show up (perhaps accounting for the national
epidemic, as most folks leave a hotel before 3 or 4 days and so don't know if they are transporting bugs home). As noted, I was at the hotel for five nights, and the bites emerged on the morning of the 4th day, in exactly that cluster of three and identical to the many images of bed bug bites one can find on the web..
So, as I was busy in my meetings, and I knew I would be leaving the next day - and though my mind registered the possibility of imminent disaster when I first noted an itchy area on my side - I repressed the thought and kept at my business. It was only when I awoke back at my own home on what would be the 6th day since checking in that the bite pattern had fully emerged, and I realized I was in trouble. I called the hotel, and got a call back from a claims agent later that day.
As anyone trained in customer relations would understand, someone who is facing the possibility of an infestation of bed bugs in their home, from the possibility of having transporting them back from a hotel, would be upset. I was. Polite but persistent, I pushed for urgency in their investigation, and noted I had all my clothes in my suitcase in the basement, and needed to know what to do. From the moment I got on the phone with the claims agent, she was inflaming. She spoke over me; refused to offer any information; suggested it might take 30 days to complete the investigation; and virtually sneered at me, literally laughing as she said "goodbye" when I had had enough and indicated our conversation was through.
Now, I've just received her call of "good news," wherein that unctuous agent indicated their investigation found no bugs in the room. I was not surprised by the news, as I only had one patch of bites, suggesting that the room and bed were not heavily infested. I had braced for the possibility they would find no actual bugs. To my great surprise, however, she informed me that no, they would not share the investigator's report, and she talked down to me in explaining the meaning of "proprietary." No matter what I said, she flatly refused to consider the logic of sharing a negative report. In her grating, syrupy sweet but unsympathetic voice, she went on to refuse to provide me the name of the Vice President of claims for Marriott, or the name of the Vice President of Customer Relations. When I stated I am now facing the dilemma of whether to spend hundreds of dollars to have all my clothes cleaned, or run the risk of an infestation in my home, still, she lectured me about the fact one can get bed bugs in places other than hotels (DUH), that my assertion I have bed bug bites is either mistaken or if true, acquired elsewhere.
Read the rest of the reviews for this hotel on Yelp and Trip Advisor. One finds reports of bed bugs every few months. One also finds evidence of a surly, dismissive, and inflammatory style in personnel engagements with customers. See especially below the case of the people who were charged for smoking in the room. Though they deny being smokers (and if they were not being truthful why go to the trouble of posting a review on this site?), the hotel personnel clearly handled them like liars or derelicts.
The location of the hotel is great. The rooms are fine, so long as you request one high up. The lobby is freezing and loud. And the wifi in the room costs $16/day (forget about parking a car, which costs nearly $60 per night). Still, I would overlook all the drawbacks and proffer a positive report if the company had the common sense to hire claims investigators who know how to speak with understandably upset customers, and agreed to share negative reports from pest control investigators. After all, if a pest investigation leads to a positive finding, shouldn't the company be willing to admit that and readily agree to remedy? And conversely, if the findings of a pest investigation is negative, why in the world wouldn't they put a customer's mind to rest by sharing that? As is, I am left with the sneaky suspicion that Marriott will deny all assertions of bed bugs, and rely on their deep pockets to fend off any suggestions of legal recourse.
Marriott has lost my confidence entirely This chapter has left me with a nasty taste in my mouth and a dilemma on my hands. It could have been handled differently, and a previously loyal customer retained.
Anonymous on 09/08/2011
When I checked into the hotel on August 29, 2011 I did not see any bed bugs, but I did notice that the room was not necessarily clean. On my second morning in the room I woke up to find a small bug in the bed next to me. I convinced myself it wasn't a bed bug, killed it and went about my day. When I went back to the room in the afternoon (after the room had been "cleaned"), I found a second bug about a foot away from where I'd killed the first one (blood was still smeared on the sheets). Thi
s time I decided to call Housekeeping. The Housekeeping Manager was very professional and acted quickly to get me out of the room and to have all of my clothes cleaned. At that point I did not think I had any bites. The next morning when I woke up in my new room I noticed that several bites were developing. After a couple days my body was covered head to toe (literally had bites on my face and my feet) in welts from the bug bites. I did get confirmation from the hotel that my original room did indeed have bed bugs. I asked them to check the hotel room that I was moved to after I checked out so I'd know if they came there with me, but never was given results for that room. I now am terrified that I've brought them home with me. I wake up scratching constantly and even feel like I have bugs crawling on me. Hopefully that part is just paranoia from this experience. The only compensation I received was 2 free breakfast buffets and 3 free cocktails. I still had to pay for my room, despite being covered in bed bug bites.
Anonymous on 11/12/2010
I arrived at the Marriott Marquis late the evening of Saturday, November 6, 2010 and was assigned to room 2242. After unpacking and getting ready for bed, I checked the bed for bugs. Being bitten by any type of parasitic bug is a huge phobia of mine. My husband travels often and when we travel together, I always check to assure the bed is bug free.
Once satisfied, I turned out the lights except for the TV and got into bed. After about 20 minutes of watching a movie, a bug fell off my head
onto the sheet. I TOTALLY FREAKED OUT!!!
Luckily I do not think I was bitten, but the phrase "they are crawling out of the woodwork" often used was true! They were hidden in the wooden frame around the makeshift headboard attached to the wall. Several bugs had made it onto the bed and more were emerging. IT WAS TRAMATIZING!!!
The hotel moved me to another room, but I could not sleep. The only other compensation was a few bottles of water --OH-- and they dry cleaned the clothes I had worn into the hotel.
This is absolutely, most certainly a CONFIRMED case. I just don't understand how they could not have known this room was infested. I am fearful now that somehow I will have brought the bugs home with me, even though I discarded my luggage and I went to great pains not to take ANY clothing into my home before it was laundered.
I am having trouble falling asleep at night worried about and feel as though bugs are crawling on me. I am also constantly thinking about the experience during the day and finding it difficult to concentrate at work. Not sure what can be done about this!
W on 05/12/2010
I stayed at this hotel for 5 nights and have significant bed bug bites. Am having to treat myself and my house now thanks to this hotel. Hotel claims that they will investigate through Ecolabs but they continue to "accidentally" follow up with me. Loss prevention officer told me they have never had a reported case. Not true.
Ron on 10/31/2009
I stayed at this Marriott San Francisco on 9/26/09 for 2 nights in room 1061. I was bitten on my left upper leg and still have a large very sore red welt on my leg and today is 10/31/09.