2/10 Poor
Misleading and Deceptive
I was extremely disappointed with my recent hotel experience, as I felt completely deceived by the use of the name "Courtyard by Marriott" in the advertising. The name led me to believe I was booking a stay at a full-service Marriott property with the standards and quality typically associated with the brand. Instead, what I arrived to was a hotel that fell far below those expectations—both in terms of service and facilities.
This kind of branding is deeply misleading. While technically affiliated with Marriott, the Courtyard sub-brand does not reflect the same level of quality, and in this case, it felt like an intentional move to exploit consumer trust in the Marriott name. It’s frustrating to feel tricked into booking based on what turned out to be a misrepresentation.
As a major booking platform, hotels.com should be doing much more to vet listings and ensure they are clearly and accurately represented. Allowing hotels to present themselves under big-brand names without sufficient clarity is not just misleading—it erodes trust in the platform itself.
Consumers deserve transparent, honest listings, especially when decisions are made based on reputation and brand expectations. I hope Hotels.com takes this feedback seriously and starts holding listings to a higher standard of accuracy.
DEL CHIN LENG
DEL CHIN LENG, 1-night trip