Have you been Bonvoyed?

i have been a member of marriott for over 20 years - with 2 different last names. when i married and changed my name, marriott customer care recommended that i put it in my husband's name since we would probably travel together. i did, and now am divorced and was awarded the entire account (titanium elite and lifetime gold) by the court. marriott's policy is to not change names on accounts, so they want me to go back to court and have it explicitly detailed that the status be transferred to my new account. ridiculous. also, they are unable to find my old accounts, and i apparently had points that expired in 2016 - when the bonvoy combo fustercluck began. i am going to another hotel chain. this is nuts.

I made a booking online in October for my children and I. The dates arriving were 22nd dec to 1st jan.
my husband had recently passed away and this was for us to start a new millennium with great memories.

I noticed at time of booking the “ball drop” view rooms were quite cheap so I booked. Some other marriotts were having a sale so I thought that’s why they were cheaper.

I called the hotel start of November to see if I could get a Christmas tree delivered as my youngest son is only 9 and believes!

I was told by a very rude and aggressive Reservations manager that in there system my booking is for March!
I said that can’t be, I am not even in NY in March.

Long story short, I received an email from the GM saying I can have a room double the price and no ball drop room!

I am gutted, I can’t afford other hotels now as it’s so close so I’m stuck paying for a room I can’t afford with no view!

Cancelled the hotel within 3 days cancellation policy and having a circumstantial exemption, was told I would would not be charged, but was charged anyway at a total of about $700.00 for one night stay! Contacted Customer service and told this would be resolved in 3-5 days, no return phone call or email. After no communication, called BonVoy CS again and the matter was elevated to "elite" priority; again with no resolve. After third try, still no resolve. Had to reach to the credit card co. to dispute.

CS promises correspondence to resolve issues, but there's no follow through communication. As a longtime rewards member, I recently had a future reservation with Marriott that I cancelled due to the POOR customer service and lack of regard for it's members. Seem like they just don't care about the customer and more about making money. A 3-day advanced cancellation policy with a 1 night cost is a bit over the top... Sorry Marriott, but you lost another loyal customer.

Wanted to redeem 2 nights at a category I hotel. Total was 155,000 points. I was 8000 points short that I would be getting a week later. I did not see an option online for points advanced so I called customer service to book for me. After the booking was complete I see a $100 charge on my credit card. This lady decides to purchase for me 8000 points instead of points advanced. I called customer service back and after being on hold for an hour they informed me that they do not allow a point advanced reservation within 30 days of the stay. Still they would not refund the charge and they are making me with 3-5 bussiness days to expect a call back.

Called down for my rental to be brought around, and at nearly the same time, another guest with the same make, model and color rental called for his car. He got there before I did and they gave him the car without checking the ticket. They checked the ticket when I tried to take his car as it was brought around 2 mins later and that's when the fun began. Despite assurances by the manager and valet manager they would track him down, they didn't get him on the phone until 6pm(he said he would return the car shortly, but didn't come back until 1am). I missed an important meeting and had to be in San Jose later that day, so I spent 15 hours dealing with this. They acted like hey couldn't be bothered, but they finally found the car at 2:30am in their valet lot...guest returned it and no one even noticed. The stupidity is breathtaking, and for my trouble I received 75,000 points. For reference, my friend received 50,000 points a week earlier for an overflowing toilet. Somehow 75,000 doesn't seem like enough to repay me for 15 hours of stress and frustration. I actually called LAPD to report it stolen, but they wouldn't take the report until National opened the next morning since it was their car. An insanely bad experience and I'm done with Bonvoy after 12+ years as a plat member. Cancelled 6 incoming rooms and stayed with Hyatt for the first time in a long time last week. Not bad!

I booked my hotel months in advance. I got a price match from Marriott, but no one told me when you receive a price match you cannot use points to pay for your trip!

Ever since the acquisition of SPG properties and the creation of "Bonvoy", the perks for the status levels and loyalty point values have continued to go downhill. Rarely (if ever) are upgrades offered even at Titanium Elite level, my room is often not ready until late in the afternoon, the points required to book free nights are 50-100% more than they were before, and they don't offer many of the upgraded suites on points that they used to.

Value has dropped, rewards have dropped, upgrades non-existent, in general I cannot think of ONE positive upgrade since the creation of Bonvoy, aside from more properties in their group.

I never thought I'd leave the Marriot chain, but I'm now looking at my options. I have had 100+ nights the past 4 years, and I feel like they don't care about my loyalty whatsoever.

I'm done with Bonvoy and Marriot.

I have had to call 5 times and send off half a dozen emails to get credited for my stays. Most recently, they added the 3 elite nights missing but didn't add the points and now I have a case open about that. I find it incredibly frustrating that I have to keep spending my time fighting for points I have earned and all I get is an I'm sorry.

Booked 5 nts with 140k pts. Initial reserv looks perfectly normal. Final reserv has fee (destination amenity fees and taxes totally ~ 190). Other parties with same reserv have extra ppl charges of $500 and $1000. Are these charges legit?

Hotel in disrepair. Bathroom ceiling collapsed first night. Hot tub not working till the third night. Absolutely no compensation. Not even an apology.

Counting on the simplest of things for our schedule. Check in by 3PM. This hotels management can't honor that. But they are perfectly able to charge $17 for a small glass of house wine while we wait. Is Hyatt any better?

The resort had plenty of suites and pool villas available, so I specifically chose this hotel because of the likelihood of getting a confirmed Suite Night Awards (SNA). I got an email from the hotel two days before my stay just saying that I could email them prior to my arrival if we needed anything.

I responded to their email immediately to ask about confirming my SNA. The Director of Operations said that the hotel cannot confirm SNA's, because this is done by Marriott Bonvoy. I called the elite phone number and they said that the hotel should confirm. I explained this to the hotel, but they still said that they can't confirm.

I checked to see if the upgraded rooms were still available before checking into the hotel and they were. I was excited for about 5 minutes before the front desk agent said that the rooms were actually booked. They claimed that it should not show up on the site.

So the short story is that the SNA's are useless. I spend almost 100 nights per year with Marriott and will unfortunately be switching back to Hilton after this. Instead of spending our big Thai vacation in an amazing/upgraded room, we're stuck in a basic/overpriced room.

Long time Marriott rewards member and one time Platinum. Staying at the same Marriott I have many times however no longer access to the lounge for water or breakfast. Disappointing and will now look at other options in the area with this benefit gone.

During transfer of 600,000 points to miles, for a time sensitve airlinge ticket at special price, miles went missing. Problem with the "system" Marriott quote..."sorry for the inconvenience"

Checked in late in the evening to leave early morning. Heater was broken, then got moved to another room of lower grade (was told we got an upgrade earlier) although hotel was quiet on a sunday night. Staff was super rude. In the new room the heater was broken again, toilet was not clean, and supplies were not replenished properly. Was too tired from repacking and re-unpacking and moving around and dealing with rudeness so just slept through that terrible night

I was invited by my friend, Teresa, to attend a weekend function at the Hartford/Windsor Marriott Airport in Connecticut from 10/25/19 through 10/27/19. There were 3 of us staying in the room and splitting the costs. The reservation was in Theresa's name. Each of the other parties (2 of us) paid Theresa in advance for our share of the room.

When we arrived at this particular Marriott location, Theresa’s credit card was charged at that time for the hotel stay. She was unaware of the “hold” for $100.00 for an “incidental charge” so she did not have it available at that time. I offered to place the “hold” for the “incidental charge” on my personal credit card as I knew it would be taken off hold when we checked out on Sunday 10/27/19.

While we were waiting for “Cathy” to process this transaction, I checked my account to verify that she had placed a “hold for incidentals” for $100.00 on my checking account, which she did. What she ALSO did, was to charge my account for the total stay of the weekend, which she had already done on Theresa’s account, as the reservation was in her name, NOT MINE. The 2 separate charges, (1) for the $100.00 incidental, and (1) for the complete weekend charges was deducted from account, leaving my account in the NEGATIVE. I asked her to remove the hold from my account for the MISTAKE that she had made, charging me for the complete weekend stay and she refused to do so and indicated they cannot do that and only accounting can do that and they are there on Monday. This meaning, that I would have to go the complete weekend with no money at all for food, gas to return to New York, etc. as well as no money for the week until my funds are rightfully returned to me.

I also spoke with a “supervisor” named “Veronica or Victoria” (I was too upset to remember which), and she stated she would contact Aidan Ingram the front desk manager and/or Michael Trosin, the general manager. While we waited there for a half hour at least, with a line backed all the way out the door, “Veronica or Victoria” stated that she called them at least 6-7 times with no answer and that she would call me when she got a hold of them. I asked her when did she think she was going to reach someone. She said she did not know. I asked her if she was going to be able to reach someone today (meaning Friday) and she said, I will keep trying. I asked her the same question again, and again she did not answer me and said she would keep trying. I asked her what was I going to do for food and gas for the weekend, since they mistakenly deducted money from my account and she said she did not know. Neither her or the lady named “Cathy” apologized for the mistake that was made and nothing was done to compensate for it either. At that point, she said she would call me or Theresa when she got a hold of the front desk manager or the general manager, neither of whom were in the hotel. As it was early afternoon, I told her I would be back down here at the front desk at dinnertime if I did not hear from her by then, as I needed to eat dinner and I am diabetic as well.

I came down to the front desk at 6:30 p.m. and was told (without a phone call to either my cell or Theresa’s) that “Veronica or Victoria” had spoken with the general manager and there was nothing that they could do. I asked if they could give me the money they took out of my account in “cash form” so I could have money to eat with for the weekend and money for gas to get home and she said “no” all we can do is give you a breakfast voucher for Saturday morning and Sunday morning, that’s all I was authorized to do. I told her and asked her, how was I going to each and function for the next 2.5 days without any money in my account, considering they took all of it out and now my account is in the negative. She said I don’t know. There’s nothing I can do. No offer of anything.

Needless to say, you can only imagine how I felt as a Marriott Rewards Member, being told that they can do nothing about a MISTAKE THAT THEY HAD MADE LEAVING ME WITH NO MONEY FOR GOD ONLY KNOWS HOW LONG. I came from 2 states over to attend a weekend event, which I have done (3) times over the past few years and now had NO MONEY TO EVEN EAT. Not one of these front desk people apologized for the wrongdoing.

I decided on Saturday morning when the general manager got there, that I would try to speak with him and see if there was anything he could do to help the situation. I went downstairs at 10am and located Michael Trosin. I spoke with him briefly and these were his words when I asked him what would he do if he was in this situation, (after he told me there was nothing he could to assist me; could not give me any vouchers for the restaurant that was there in the hotel or anything at all other than the 2 breakfast vouchers) “Well, I would have paid cash and not used my credit card. I know how the industr

I booked a meeting but now Marriott is not giving me the 10 nights that I should get.

WAS Platinum last year... now only Gold...
+ Many missing nights (not credited) forcing loss of Platinum, back down to Gold
+ Many cancelled reservations with points NOT returned
+ Lack of response from customer service to address issues!

I have spent over $15k over a five-month period during one long term stay. I pay my account weekly. Marriott refuses to give me any points until I check out at the end of my stay.

I just made Titanium this year and selected the free night as my gift. I went online to cancel an upcoming room that was 40,000 points and rebook it with my certificate. The website said "40,000 points will be returned to your Bonvoy account". After all was said and done, I still had 2 reservations for the same night, but a night I had at the AC Hotel in Beverly Hills was gone. It is my next upcoming stay. I tried to rebook it, and there were no 2 Queen rooms available. I figured, surely Titanium support could fix this glitch with the Bonvoy website, since I clearly did not cancel that room. I spoke to 1 rep who said she would have to call the hotel. She put me on hold and came back saying the hotel would not reinstate my canceled reservation and that there was nothing else she could do, the hotel has oversold that room. She then transferred me to a supervisor (cold transferred me, didn't even pass on my info.) The supervisor said she would call the hotel and ask for a manager to try and get my room back. She put me on hold and came back saying that she couldn't reach anyone at the hotel at all. She said I should call back on Monday after 9am. I told her how upsetting this was and asked that she at least open a ticket with the IT department for the website, as there is clearly a problem. I don't know if she ever did it. I then decided to call the hotel myself to see how far I could get. I immediately spoke with a wonderful woman named Kristin. I asked to speak to a manager and she said the GM would be in on Monday and asked if there was something she could do for me. I explained my situation, and as nice as she could be, told me there were plenty of queen rooms still available, and not only booked my room for me, but at an even cheaper rate than I had before!! Kristin is my hero, and Bonvoy Titanium support can suck it!