Have you been Bonvoyed?

We arrived late (11:30pm) and went to the room with two kids. When I woke up I realized how dirty the hotel was. Stains on bed and carpet, mildew in the shower, an unwashed coffee pot and so on. They refused to refund. They said due to the fact we booked through Expedia. When we contacted Expedia they said it wouldn’t be a problem and Expedia contacted the hotel and the hotel refused to refund. I contacted the GM James Jameson for two weeks and then finally contacted the corporation and the GM finally contacted me. He told me he would approve the refund if I contacted Expedia again and they contacted him again. He had no problem wasting more of my time. I finally agreed to a reimbursement in bonvoy points that equaled a nights stay and they didn’t even give me enough to stay at the hotel we stayed at or almost any other with 15,000 points. Every customer service agent I spoke with were very rude . Speaking over me many times even before I could explain my situation. I used to praise Marriott because in the 1990’s I was a Host Marriot employee. They are not something I could ever recommend now!!!!!!

Booked and stayed 18 nights. Marriot Bonvoy refuses to credit me points for $3,486.89 spent. Never will I use another Marriot Hotel.

Steps to add your wife's name to existing reservation:

0. Website where I booked the reservation doesn't have a "Add additional guest name" feature.

1. Go into app and click the "Contact Titanium Elite Support"...dials

2. Makes me enter my Marriott Rewards number (doesn't recognize me by my caller ID)

3. Makes me verify last name...Williams

4. Robot asks me what I am calling about... "Representative"

5. Ignores my request for representative "You can say things like Reservations"...Representative

6. Repeat #5 once or twice more...tried both "Add my wife's name to reservation" and "Marriott Rewards Customer Service"

7. "Information about Marriott Rewards" (AGHHHH!)

8. Hit "0" 700 times

9. "Transferring you to a representative"

10. "How may I help you?" Can I give you a reservation number please? Yes it's 80812345.....

11. "And what is your name?" (I already told the robot in step 3...but "Williams" again)

12. "What is your Marriott rewards number?"...(already provided in Step 2 above)

13. "And what are the last 4 digits of the card used to make the reservation"?...2000

14. "And what was your last stay with Marriott?"...10 days ago at Fairfield

15. Please let me talk to a supervisor about the ridiculous number of verification steps you make me do. "One moment...sorry our phone transfer system isn't working properly." Please call this other number...AND DO THE VERIFICATION ALL OVER AGAIN!

You gotta be kidding me Marriott! Other companies like USAA recognize you by callerID and validate you with a PIN. Marriott offered the PIN feature but required me to tell them my PIN number verbally to set it up (no thanks, I don't tell anyone my PIN numbers for security).

Aquafina 20 oz $ 3.50. It is nice to get a fair deal every now and then. I looked up cost. .35 is fair. To charge 0x cost on an item I can easily compare is degrading to my intelligence. It really pissed me off today. FAIR MARGINS, please

Booked 2 nights at Cadillac in south beach Fl for double bed ocean front Marriot cost $379. Found king bed room for $303 on hotels.com Marriot would not match told me to book with hotels.com this is not the first time I have found lower rates and Marriot would not match. Makes no sense I have over 350 nights with Marriot been loyal would like the same courtesy back.

Been a Starwood member since 2006. I am surprised there hasn't been more complaints about the de-value of points. There are former Starwood hotels that used to book for 3000 points that are now 25,000 points. This means that instead of getting a free room for $3000 spent, you now have to spend $12,500 for the same room. Today, you probably are better off having a cash redemption card then the Bonvoy card. For example, there are rooms that go for about $100 per night that you need 25,000 points for a free night which again, means $12,500 in money spent. Even if you have a 1% cash back card you would receive $125 for the money spent. The room is only worth $100 so you are losing $25. It was NEVER this way with Starwoods which was the best hotel program in the industry. Also, I believe there should be a higher status for members who not only spend the most nights but also spend the most money on their Bonvoy cards. Also, as a Platinum member for many years, I only get a room upgrade usually when I ask for it. The hotels rarely offer a room upgrade even when the hotel is empty.

100 nights this year. Platinum elite life time status. Elected for suite rewards “why? Don’t know. Am supposed to be upgraded automatically “. 10 were given and zero hav been granted. Waste. Worse, I booked a trip to the Keys and prepaid for suite with ocean view ( months was n advance). A week before my trip the same room was 1500 cheaper through the Marriott site. I have 1,200,000. Miles I don’t know what to do with cause the Marriott isn’t the Marriott anymore

Is anyone else tired of being interrogated by the automated voice mail woman when you call Marriott reservations? I am so angry by the time I get to a real person I am screaming at the operator for asking the same questions I answered to the machine. Of course its 10 minutes later.

I am a crew member for an airline that stays at Marriotts all over the word. Many of us commute and stay in a lot of hotels before or after our trips on our own dime. We also travel a lot on our own time. It made sense to build up our Marriott/SPG status so we could use those benefits when we stay at a Marriott for work.

Well since the new Bonvoy roll out the hotels are telling us we are no longer permitted to use the benefits of our status when we stay on a layover for work! Bye bye Marriott on my own time and bye bye Marriott Credit card. I am going to look for a more loyal loyalty program. ( as are many many many of my co-workers)

I wanted to book a hotel room and pay for it using points. While one particular style of room was advertised on their website, I couldn't find the points price for it (but I could see points prices for other styles of rooms).
I wrote Marriott Bonvoy asking a general question about use of points which was promptly answered. However, when I wrote back to ask the specific question about the style of room, I received no response. Ditto two more times over the course of two days.
Finally, this evening, I received an e-mail telling me they already answered my question.
I replied that they had indeed answered my first question but had ignored the successive THREE. I clarified that they involved the same hotel, but were regarding a completely different issue.
Congratulations, Marriott Bonvoy! You just lost a customer. The next time I bother contacting you will be to cancel my card.

There is a huge security issue I’ve reported and nothing has been done to fix so I figured let’s make it public to see how customers like it. I’ve worked for Marriott for a long time and recently started see how our company cuts corners for money which was advise from our tech director directly and how we drill employees with information to the point the pay is not worth it. Many employees work two jobs just to live and hate Marriott. Our system saves any and all documents sent to our team via email which requires to download your pdf copy of IDs and other legal documents such as passports and bills More then 90% of these users do not delete your information due to not knowing how to and are system does not delete this information automatically. There is not much protecting this information besides a few fire walls and cheep vpn any person with google could figure out a way around or just transfer data while working as this is not monitored as well. I personally have been logging into different computers to verify this but see my warning fell on empty ears with Wallets open so now it’s up to you are guest because the next time you hear about this it will most likely be in the news about a security leak and get a half baked apology

2 calls to Titanium support ended in hang-ups. I was asking for the agent to call the sold-out hotel to see if I can get on a wait-list. I recalled the SPG Platinum line would do such things. At my second request of this - citing SPG would do this and I don't understand what the Titanium support line does, if just reservations, Agent #2 hung up. I will call the hotel myself I guess.

http://chng.it/C47gMPVb

See screen shot! I love it when cash I has more value than their points!

For years I looked forward to collecting all the SPG points that I earned over a year and transferring the into my American airlines Advantage account. I used to get 25000 airline miles for every 20000 SPG points that transferred. Earlier this year I went, as j so often did, to transfer the once again. To my surprise Marriott had changed the terms of my SPG account only giving me 1 airline mile for every 3 points that I had earned, essentially turning the 40000 points that had, that would have been worth 50000 miles into roughly 13,333 miles! Every business is entitled to their give away polices but I think the SPG folks should have been given the courtesy of keeping the points they earned under the old system and any points earned under the new system would be under the new rules..what a bunch of thieves, I will never use this brand... I was Bonvoyed!!!

This doesn’t just go for this property, but most Marriotts. With the highest possible status, it is so rare I receive room upgrades. In this case I know this hotel is fairly vacant tonight. Rates are very low and it’s a Sunday night on a holiday weekend, one that people aren’t visiting Philadelphia for. I’m getting my Lifetime Platinum status in a couple of years and then my loyalty to Marriott will no longer exist. I’m not even certain I’ll make it to achieving lifetime platinum. I may bail to Hilton before that.

I can’t use my suite awards nights ever. I have been trying all year. They are completely worthless. I have tried calling a couple times and although they can see them, they say their is a “system glitch” and there is nothing that they can do. So they open a case, and no one ever follows up. So disappointed with Marriott since the merger. Continuous errors devaluation and disrespect of their most loyal guest. This program proves the opposite of its purpose, it shows that they do not appreciate us. At least that is my perspective, based on my experiences over the past year.

Upgraded room available but Marriott “denied” a suite night request.

I used points to receive a gift card, but the hotel could not process the card. As I tried to resolve at home, a rude agent took my information, forwarded it and I received a confirmation that it is a valid card and to try again on a future visit. The card was again not able to be processed so now I am providing a lot of meaningless information to them to resolve a problem on their end. The order number, pin and all necessary information has been provided, yet the hotels cannot do what is right and would rather lose a customer than applying a credit and being done with it.

New program is just horrid. We used to spend at Disney. Now nights are just to expensive. This merger is horrid.