Bonvoyed

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Bonvoyed Complaints Logged: 1435
  • Charged for Elite Benefit

    Jan 20, 2020
    0

    Yet another Marriott-branded "NON-resort" property that charges a daily "resort" fee, that includes "upgraded Wi-Fi" service, even though upgraded Wi-Fi is "supposedly INCLUDED" as a Bonvoy Elite Benefit. Complained at check-in & was told: "We apologize for the confusion, but you will need to complain to Bonvoy". Complained to Bonvoy Customer Care & received a response: "Bonvoy Members who do not receive the Elite Benefits to which they are entitled, will need to negotiate with the hotel directly, since such issues are handled by each property & not Marriott Bonvoy". Never experienced ANY other hotel chain telling guests that they must haggle with individual hotels to get the specific benefits tied to the frequent guest programs. A complete collapse of any pretense of a customer service focus by Marriott & Bonvoy.

    Marriott Status: Gold
    Lifetime Status: No Lifetime Status
    Hotel: Casa Monica Resort & Spa, Autograph Collection
    Location: St. Augustine, FL, USA
  • Story photo - Bonvoyed

    Worst service ever

    Jan 19, 2020
    0

    After being tempted to never stay in a Marriott again and using all my points in preparation for a full transi6to their competitors for completely getting every bit of my info wrong in their merger and shorting me hundreds of lifetime nights and other benefits, I figured I would give them one last shot. I stayed at their hotel for 5 nights recently, without using points, and they only credited me with points for one night, although all 5 are on the same receipt. I called their "members services" only to be transferred to "members services" by an operator after 5 minutes of a computer stating "I don't understand". Then the customer service agent hung up on me while I looked for my information. Then I called back only to be redirected to their website where you are forced to upload your receipt for them, because evidently they have given up on performing their own due diligence, in what appears to be a realization of their complete ineptitude. So they pushed the burden of proof and work to their customer in another effort to illustrate poor customer service, ironically for correcting their own mistakes. Only their website doesnt work, making it impossible to upload documents. What a sham!!!! #bonvoyed again, but this is the last time

    Marriott Status: Titanium
    Lifetime Status: Lifetime Platinum
    Hotel: n/a
  • 45 minutes on hold for simple SNA upgrade request

    Jan 18, 2020
    0

    Called Blackstone directly to request a SNA for my upcoming one night stay - was trasferred 3 times and waited a total of 45 minutes on hold to be told THREE different reasons why they could not apply the SNA. First they said plenty of suites were available but they couldn't put thru request at hotel, so transferred me to Reservations line. Reservations person told me (after 25 minute wait) they could not apply the request because I booked the room through my corporate travel agent. They would try to rebook the room direct and cancel the other reservation, but my rate MIGHT increase. After I refused that option, she put me on hold again to check with a manager, who apparently told her a different reason: the hotel was completely booked and didn't have inventory for the SNA request. Then transferred me to marriott loyalty line - who told me yet a different story, that she could put thru the request but it wouldn't confirm until I checked in. When asked what is the benefit of requesting an SNA in advance if it doesn't clear, she finally said they MIGHT clear 48 hours in advance. 45 minutes to get to the correct answer I needed, and to add the request to my reservation. Since Starwood merger, I've had too many similar experiences and after 5 years of elite status, strongly considering move to Hilton or Hyatt. Hard to see the benefit of so called "elite" status, beyond additional points (which seem to be continually devalued)

    Marriott Status: Titanium
    Lifetime Status: Lifetime Silver
    Hotel: n/a
  • Free night Certificate

    Jan 16, 2020
    0

    I had a free night certificate that would of expire so I called them and ask them if I can extend the expired date for longer. She said no so instead of loosing my certificate I decided to book and spend a night for free in a Hotel ! but for no reason instead of taking my certificate they charged me 100$ usd to get my balance of point at 35000 points. So instead of having a free night they take all of my points and trying to say that I never had a valid certificate.....

    Marriott Status: Silver
    Lifetime Status: No Lifetime Status
    Hotel: n/a
  • Transfer from Sheraton to Bonvoy

    Jan 16, 2020
    0

    I was a Marriott and a SPG Sheraton member for 20 years. I needed to change to Bonvoy, so I did recently. So they transfer the account all in MILES, not in POINTS even though I set my preference in points in Bonvoy. I never had my preferences set in miles before but they say that because I had prefer airlines ( Northwest and Delta, which I have not use for over 10 years ), the points went automatically to miles in those programs. They now say they cannot change miles to points in the Bonvoy program so I will loose all my stays, even the recent ones of this month. More over Bonvoy is the more penalizing point system I have ever seen, and more difficult to achieve. Compare it to HYATT or get a Capital One Credit card. What's in your wallet?

    Marriott Status: Gold
    Lifetime Status: No Lifetime Status
    Hotel: n/a
  • ambassador status

    Jan 15, 2020
    0

    This is my 10th year as a titanium platinum member, have not been granted lifetime status and last year I spent 135 nights and accumulated almost $30K in spend, unfortunately it was in Canadian dollars so I do not reach Ambassador status, according to Bonvoy i was $400 USD short, nice way to treat your dedicated members.

    Marriott Status: Titanium
    Lifetime Status: Lifetime Gold
    Hotel: n/a
  • Marriott highjacked SPG Program

    Jan 11, 2020
    0

    The truth about the acquisition of Marriott to Sheraton is that Marriott failed to compete honorably with the amazing Sheraton’s SPG program, so it decided to kill the competition by acquiring Sheraton and dismantle it powerful SPG program.
    Marriott representatives are rude and careless . Consumers should punish Marriott so they learn their lesson how to respect loyal customers and compete honorably.

    Marriott Status: Titanium
    Lifetime Status: Lifetime Platinum
    Hotel: n/a
  • Done with Marriott

    Jan 10, 2020
    0

    I was a loyal SPG Platinum+ for many years. Loved it - recognition at check-in, frequent upgrades, no issues with points, stays, redemptions, etc. All that has changed since the Marriott merger. Lots of errors with points which requires calling and fixing. I can't be bothered. Points redemption values are greatly diminished. Breakfast benefit has no standard.
    So I don't even use it any more. Suite night upgrades are worthless now. I had eight suite night awards expire end of 2019. I am done. Converting my 800K points to an airline and moving my loyalty over to Hyatt starting 2020. Good bye Bonvoy! Hey that actually rhymes.

    Marriott Status: Titanium
    Lifetime Status: Lifetime Gold
    Hotel: n/a
  • BonVoy Loyalty account suspended..

    Jan 09, 2020
    1

    I called to simply change the prmary account holder from one person to another in my company. For no reason, the BonVoy rep put me on hold to speak with a supervisor. When she returned, I was told that BonVoy had determined that our company was not following the "rules" when booking hotel rooms with points and adding guests to the reservation under the primary account holder's name. Our account is still in "audit" and I get different answers and different case/reference numbers each time I call or email to try to figure out what is going on. Incredibly annoying and a waste of time!

    Marriott Status: Gold
    Lifetime Status: No Lifetime Status
    Hotel: n/a
  • BonVoy Loyalty account suspended/audited

    Jan 09, 2020
    1

    Trying to switch primary account holder for my company, when suddenly I was put on hold by customer service associate, who spoke with a supervisor...after which I was told we had not been following the "rules" when booking hotel rooms with points. Account has been put on hold for an audit and threats of taking points away from my company. No explanation, just a round of emails and attempted phone calls to try and resolve the situation. Get a different answer from each person I contact. What???!!!

    Marriott Status: Gold
    Lifetime Status: No Lifetime Status
    Hotel: n/a
  • Reservation and Point Charge

    Jan 09, 2020
    0

    I made a reservation in August (two nights - 35k each night) In January I went into my reservation to click on the late checkout option. Somehow the system updated the whole reservation and now charged 40k per night.
    However the worst part was the customer service. I called and the tone of the rep was already very annoyed. She said that since my stays are occurring at the 40k per night, Marriott can change the point charge. I said, that is not true and that I checked with a rep in August before booking. She put me on-hold and came back and said she will credit me 10k without any apologies or anything. I never had such a rude customer service while with SPG. I am so glad that I am not the only one out there. :)

    Marriott Status: Platinum
    Lifetime Status: Lifetime Gold
    Hotel: n/a
  • Worthless offers

    Jan 06, 2020
    0

    Received email offer to get "free" bonus 2000 points each nite staying at courtyard... problem is that requires paying a rate that is $50 more per night! What a gyp!!!

    Marriott Status: Platinum
    Lifetime Status: Lifetime Gold
    Hotel: Courtyard Aberdeen at Ripken Stadium
    Location: Aberdeen, MD, USA
  • Story photo - Bonvoyed

    Marriott Math

    Jan 06, 2020
    -1

    Have completed two separate one night stays this 2020 year Jan1-2 and Jan 3-4. Both show as posted yet my td total is only 1. Marriott Math 1+1=1! Watch your account stays.

    Marriott Status: Platinum
    Lifetime Status: Lifetime Gold
    Hotel: n/a
  • Story photo - Bonvoyed

    Bonus Point Promo

    Jan 06, 2020
    0

    Finally got my 2 missing stays posted. Had two rooms at one hotel but posted as one night and combined the posts. But now had required two stays. Received email stating I unlocked offer. But when you go to link it says sorry no extra points for you?

    Marriott Status: Platinum
    Lifetime Status: Lifetime Gold
    Hotel: n/a
  • Too bad SPG is gone. Suite Night upgrades are a waste and many challenges.

    Jan 05, 2020
    0

    1- Be aware that parking now is $40 a night. There are 2 public lots 100-150 yards away for $20 a night.
    2- Suite Upgrades - they have reject 100% of my attempts to use them.
    3- Dont count on any upgrades with Status. I actually had a check in staff tell me they would not upgrade me because they can sell the suites. After arguing for an extended period a manager overheard and came and they upgraded me, but its just not wort the hassle to me. I do not feel appreciated for the hundreds of thousands I have spent over the years.
    4- No free water in the room upon arrival. Either go to the club and grab water or bring your own.
    5- Last stay there, the goofed up my rooms. I had 2 booked and was hoping to get an upgrade. They claimed no suites to upgrade to so I showed Eric the Manager on my cell I could book one now. After 5 min of double speak BS he then offered me a 3rd connecting room at "rack rate" which is ridiculous, but I had them go forward and I put it on CapitalOne and I can "erase" the costs with points. Later I was called and advised he actually did not have the connecting room that he had looked up in his inventory live with me there prior. I was not going to allow him and this to upset a nice holiday evening with family so I ended up with 3 rooms now.
    6- I receive 1 night's credit on the stay and not 3 that I paid for all of them from my own pocket as well as all incidentals. This is the norm with Marriott. Shame on them as I now will always take parties of 2 rooms or more elsewhere and they will lose that business as well as I pick up bar and food bills into thousands of dollars so not only do you lose my rooms, you loose high margin alcohol revenue and sales people drink quite a bit and eat very well.

    Last of all, here is it Jan 5, 2020 and I cant see any of my activity on their pathetic web or mobile app and you cant download statements and wonder what status and stays are for 2019 and 2020. I already have travel and did not use Marriott because I cant see the basics that should be avail. The merger excuse can only play for so long until the reality sets in that they just dont care about me and I personally spend at least $20k a year on personal travel alone each year. I spent another $100k on business travel last year. So if you are the occasional traveler, know that Marriott cant care about you if they dont care about me. I do recognize that my spend is nothing to many, but the average person needs to have a yardstick to understand the food chain so that is why Im sharing this.

    Marriott Status: Platinum
    Lifetime Status: Lifetime Gold
    Hotel: Marriott Irvine Spectrum
    Location: Irvine, CA, USA
  • what's the point?

    Jan 04, 2020
    1

    I booked two rooms for a one-night stay through the Marriott site but only one room credits me with points. I signed up for a promotion that will give me bonus points for staying 2 nights at a Marriott property so I imagine Bonvoy is avoiding giving me credit for both rooms so they don't have to give me the measly bonus points. But then I really don't think the system can be smart enough to do that. This was my first time booking through Bonvoy and it will be my last.

    Marriott Status: Gold
    Lifetime Status: No Lifetime Status
    Hotel: n/a
  • Points Transfer

    Jan 03, 2020
    0

    Asked for points to be transferred to my Asia Miles account. After 8 weeks of Marriott claiming the points were transferred nothing was received by Asia Miles. After calling Marriott’s membership department the case got moved up and was told it could take 5 days for it to be resolved. Almost 5 weeks has passed and no callback or email from Marriott.
    The incompetence demonstrated is just shameful!

    Marriott Status: Gold
    Lifetime Status: Lifetime Gold
    Hotel: n/a
  • No need to be a Marriott Member, ever!!

    Jan 03, 2020
    0

    Do you know, as a any Marriott hotel employee can “fast” to get higher status of Marriott Bonvoy Member.

    He or Her no need pay any money only need work at hotel (reception);
    easy get one.

    That is unacceptable behavior.

    Shameless Marriott Bonvoy Program.

    Marriott Status: Platinum
    Lifetime Status: No Lifetime Status
    Hotel: n/a
  • Cancellation policy

    Jan 03, 2020
    1

    Wouldn't let me cancel reservation 30 hours in advance of check in. "Must be 48 hours". Gold Elite status for 15 years. New Hilton Honors member!

    Marriott Status: Gold
    Lifetime Status: No Lifetime Status
    Hotel: n/a
  • lifetime status downgraded

    Jan 02, 2020
    1

    We had Lifetime Titanium status. Given it in 2018 after the merger. In December we were congratulated for becoming Lifetime Platinum status. Contacted the rewards customer service to be told we only earned Platinum Lifetime, and that the Titanium was just for 2019...although I know it showed in our account Lifetime Titanium. They made a case for us to be investigated and this was the response...

    First response was this:
    "Congratulations on becoming a Lifetime Platinum Elite Member with Marriott Bonvoy.
    You have also been upgrade to Titanium Elite for 2019"

    Poor wording since we were Titanium already, and that they stated we have been upgraded for 2019. They sent that at the end of December 2019.

    So I reached back to them and this was their response:

    Lifetime Titanium Elite was a one time Elite Status offered to guest who had achieved 10 Years Platinum Elite Status with the Marriott, Starwood Preferred Guest and The Ritz Carlton Rewards program with 750 Elite Nights credited to their combined accounts by December 31, 2018.

    So....does Lifetime status really mean it is not a lifetime, just an undefined amount of time that they are making up as they go???




    Marriott Status: Titanium
    Lifetime Status: Lifetime Titanium
    Hotel: n/a