For some travelers, a favorite hotel brand is a non-negotiable. They’ll drive hours out of their way to stick with a chain they trust. That’s how TikToker James Butler (@wellandsepticlife) says he’s approached Marriott for years, booking exclusively with them whether traveling for work or leisure.
But in a recent video that’s now topped 3 million views, he claims one Marriott location turned him away at the front desk—with what he believes are suspicious intentions.
Man gets rejected at Marriott hotel
Butler says the situation unfolded around 12:30 a.m.
“I’m too tired to know whether or not I should be upset, offended, call customer service, or just let it the [expletive] go,” he tells viewers while standing in the hotel’s parking lot.
He makes it clear he’s not a casual guest.
“I only stay at Marriott hotels. If you see me in another hotel, I’m probably there to take somebody to jail,” he says, explaining his work sometimes requires him to transport people to less glamorous accommodations.
He walked into the Marriott and offered his loyalty number. “Would you like my Marriott number?” he says he asked the front desk clerk. According to Butler, the employee replied, “No, just give me your ID.”
The clerk told him there was a single room left—a double. “Will I take it? Yes, yes, of course I will take it. It’s a Marriott, right?” Butler says. But then the worker changed his mind, and allegedly told him it wasn’t available after all.
When Butler asked if there was another Marriott nearby, the clerk told him there was a hotel down the road, “owned by the same owners,” where he could stay.
Empty parking lot raises questions
Butler left without making a scene, figuring the hotel must be full. As he walked to his car, though, something didn’t add up. “This is the parking lot. Yes, the hotel is booked,” he says—until he rounds the corner and spots empty spaces in the side and back lots.
“You’re going to have a hard time convincing me that all 12 floors of the Marriott Delta in Cincinnati are full,” he says. “It’s not like guests parachuted in or stepped out of a Harry Potter book with rooms already loaded. I’m just not seeing it.”
Checking the Marriott Bonvoy app, Butler says the same location appeared as available. So, he booked it.
“My booking is confirmed,” he says, before calling the hotel to verify. The same clerk answered. “Yes, you’re all set. Come on in,” the clerk told him, Butler claims.
A working theory
Butler suspects that because the property owners also operate another, non-Marriott hotel nearby, they could be trying to direct walk-ins there to avoid Marriott franchise fees.
To test the idea, Butler says he had a friend call the same Marriott and ask about vacancies.
The friend was told there were no rooms, but the other hotel, “owned by the same owner,” did have availability. His friend then checked the app and, again, found the Marriott bookable online.
Why his loyalty runs deep
Butler says his connection to Marriott is about consistency. He can always find “the same pillows, the same mattress, the same sheets” in every location.
He also said he appreciates what the Marriott family has done for scouting. As an Eagle Scout, he says the family-funded dining halls at camps he attended, something he credits with shaping his life.
“So you can see how I would slightly be pissed off on somebody else’s behalf if the owner of this hotel was doing what I think he’s doing,” he concluded.
What people say about Marriott today
Reviews of the brand overall are mixed.
On Consumer Affairs, Marriott holds an average rating of 1.5 out of 5, with frequent complaints about overcharging, unhelpful staff, and cleanliness issues.
On Reddit, opinions vary. In one r/marriott thread, a user asked if the chain was still worth it.
Some said they’ve stayed loyal, citing familiarity and perks, while others argued the quality has slipped since the pandemic.
A recurring frustration on the subreddit is point devaluation in the Bonvoy rewards program, with many longtime members feeling they’re getting less for the same amount of loyalty.
@wellandsepticlife Am I Right To Be Upset? @Marriott Bonvoy ♬ original sound – WellAndSepticLife
Commenters share theories
In the comments, someone who identified themselves as a former Hilton general managers suggested the clerk’s behavior might come down to avoiding extra work.
“Walk-ins you have to manually type everything and it makes him actually work.” they wrote. “I would call the GM and express your concerns.”
Another self-identified former Marriott GM said they initially assumed there could be legitimate reasons—like airline contracts or rooms out of service—but after watching the video, they agreed the situation seemed suspicious. “There are some shady owners out there,” they wrote, suggesting Butler report it to corporate.
Others said they would have booked on the spot “purely out of spite,” while one person called the “same owners” detail “a huge red flag.”
Marriott’s official TikTok account also commented, writing, “Thanks for bringing this to our attention. Please DM us with your reservation details so our customer care team can assist you further.”
The Mary Sue has reached out to Marriott and Butler for more information.
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