One of my biggest issues with Marriott is how it handles accessible room reservations.
When I book a wheelchair-accessible room, the reservation process initially indicates that the room and accessibility features are guaranteed. However, after completing the booking, that information often disappears from the reservation details. Sometimes it vanishes immediately, while other times it disappears closer to check-in. It happens often enough that I find myself repeatedly checking my reservations to make sure the request is still reflected.
The booking process itself is also far more complicated than it needs to be. Rather than simply filtering for accessible rooms, I have to choose a room type first, then review which accessibility features are available for that room category. If the required features aren't available, I have to start over and try a different room type until I find one that works.
Compared with many other hotel booking platforms that offer a straightforward accessibility filter, Marriott's approach feels unnecessarily cumbersome and unreliable.
It's a recurring source of frustration and one area where I think the booking experience could be significantly improved.
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