Have you been Bonvoyed?

I bought airline tickets through the Marriott website, car and air. Spent 110,000 points and $249. They misspelled names, as the confirmation had names incorrect. Only Marriott could correct it as the booking agent. After hours on hold I never spoke to a human to correct it. I repurchased the tickets and spent another $736. After exhausting all avenues I get emails telling me to call the same unanswered number. It is a joke and thievery at its best!

Been trying to become a member for 3 days now. Even tried through the hotel. Not able to. Which also means I don’t receive the 5,000 points they owe me.

The attached credit card offer doesnt state that you cant use these points toward anything over 50k per night. I have 350k points, 250 from offer and they wont accept. Dont buy into this unless your good at a crappy airport hotel in a midmarket city.

Fellow travelers. Stay elsewhere. Myriad staffing problems, surly check in staff member. Two of three elevators out of comission. Seems to be an ongoing problem according to guests who stay here frequently for work. Buffet not tended too. Out of yogurt, English muffins, white bread, blueberry muffins. Very poor management and/or training.
Unpleasant overall stay

Conversion rate from SPG to Bonvoy sucked. The number of nights we had went down when they converted our points.

The hotel was nasty, torn carpet, needs a paint job, etc.

All I wanted to do was attach an upcoming reservation to my bonvoy account, I booked through my company's travel agency so it didn't automatically attach. Their phone support kept asking me irrelevant questions and completely misunderstanding my answers. It deferred me to the website multiple times to answer the question I didn't ask, the function on the app and on the website to attach the stay to my account off the reservation number didn't work. When I called them I got put through the most useless phone tree of questions I have ever heard, was repeatedly misunderstood, and when I finally asked for a representative it told me that I had to answer three questions that I had already tried to answer and it failed to understand. Once I finally got through that and I put me on hold, I was treated to 18 minutes of loud grating static with small intervals of classical music. This should not have been complicated, this should not have been hard, but it's like their entire customer support is geared around frustrating me and forcing me to give up. I had to suffer through this instead of doing it at the desk because I was going to be checking in after midnight.

COVID restrictions have been fully lifted. Still no lounge, food service, valet parking, etc. Owners hiding behind safety BS to cheap out while occupancy is still light. I used to be sympathetic. Increasingly I am feeling screwed. Rates are not cheaper for little or no service and amenities.

Not able to reach customer care and they always keep saying name doesn’t match on my credit card

The Marriott website is showing 3 suites available for purchase, yet my suite night awards have yet to be accepted for my reservation for my anniversary vacation starting tomorrow. I’ve accumulated 15 suite night awards that are basically worthless, even in the low demand COVID travel times. At the five day mark I had already received an email that my request had been canceled and nights refunded, although they were still showing pending for the reservation. I called customer support who told me it looks like the request is still active but provided very little support. I also tried to add my spouses name to the reservation during the call and the representative could not figure out how to add a second person to the reservation. She finally gave up and I told her that I would just call the hotel directly. She then wouldn’t hang up because she didn’t want me to take the survey at the end of the call. I had to tell her to hang up on her end so I could take the survey. Extremely disappointing customer service all around.

Parking lot is nearly empty in the morning at a Courtyard by Marriott, so I figure I can get 2 pm late checkout before a 5 hour drive. (We were woken at 7 am by very loud guests, which I explained to the front desk.) Front desk claims they can only give us 30 minutes extended checkout but still locked us out of our room at noon.

Late checkout used to be such a great perk, but I would say it is a thing of the past. Upgraded rooms are also gone--we were given the room right next to the slamming door to the parking lot.

Also, is housekeeping a thing of the past with COVID restrictions? We left for my son's graduation and when we came back hours later there had been no housekeeping, not even fresh towels.

I would say after our last few experiences as Gold "elite" my loyalty to the brand is gone. There's a new Hilton that just opened nearby and I'm trying that next.

Reservation used a 35k certificate instead of using 20k points. I selected points, hotel cashed the certificate. Contacted customer service, they said they can't help.

Just got off the line with the Bonvoy Elite line to fix a reservation that the online system would not let me fix. I spoke with Donna, a self-proclaimed supervisor in the call center. She said "my system won't allow me to make the change".

Me: OK, can you call the hotel?
Her: Oh, my system won't let me do that.
Me: Can you use your phone - call the hotel manager and figure it out?
Her: I can open a case number will that do?
Me: Is that all you can do? Because this Titanium for life can't believe you're not able to do what the last Bonvoy elite rep was able to do - call the hotel.
Her: Here is your case number sir
Me: Thank you?

If you need proof that hotels, hotel service and "special elite status dedicated support" have gone downhill, I present you exhibit A.

My wife and I have both been traveling with Marriott for the last 20 years and have also purchased MVC's that granted us lifetime Titanium Membership Status. In the last year, my wife cannot travel without me and use the membership account we've had since 2003, which was a combination of our individual accounts from business travel. After speaking with "Jasmine" and waiting on hold, she said the only option was for my wife to open up a separate account and would be a "silver" level member. She refused to give me any other contacts for more information and said I could have an attorney call back at the same general number and wait for 20 minutes while sitting in the queue.

Made a reservation online for an Oceanview suite at the SpringHill Suites Navarre Beach then remembered that as Lifetime Titanium Elite members we received Suite Upgrades each year. Called Marriott reservations who suggested I cancel my current reservation (which they did ). They then rebooked this with an Island view (translated parking lot view) for $1000 less. Reservations rep said that there would be a high likelihood of being able to use the Suite Upgrades to obtain the original room we booked. They did mention that the Suite Upgrade confirmation process would begin 5 days before arrival.

Beginning 4 days before our trip we received an email stating that an upgrade was not currently available but "they were still working on it". I checked the Marriott reservations website multiple times over the next few days and the original oceanview room we had booked was still listed as available for the dates of our trip. When I called the general manager at the SpringHill Suites Navarre Beach I was told that the Suite Upgrades were out of their control as they were all handled by Marriott central reservations. When I called central reservations I was told the upgrades were decided by the local property. As others have stated, each pointed the finger at the other as the party responsible for making the upgrade. On yet another call I was told the Suite Upgrades were all done by a "computer program" and it was beyond their Marriott reservations control. However, I was told by a representative that she was almost certain we would get the upgrade requested or else we would have already received a denial notice. Each day, I continued to check online with the upgraded Oceanview suite still available for our travel dates. Then on the morning before our vacation was to begin, we received a notice that our upgrade had been denied leaving us with the "Island View" room that had been booked for us by reservations weeks earlier. The Oceanview suite was no longer available to reserve,when I checked online. My wife and I were so frustrated with this whole process, that we canceled our entire trip. Fortunately, we will be able to reschedule our flights with American Airlines without a change fee.

It seems obvious that we were only going to get the Suite Upgrade if the room was still available the day before arrival and Marriott was "waiting" to see if they could rent this to someone else at full price before upgrading our reservation. I understand this as they are a business and need to make a profit. What I don't understand is about this BS about them "working" on a Suite Upgrade beginning 5 days before arrival when it is clear they are not. Meanwhile, they string their loyal customers along for the ride. Why not just state the Suite Upgrade will be used only if the room is still available 1 day before arrival instead?

We have been very loyal Marriott members for many years. We have a Marriott Rewards Visa card and have spent thousands upon thousands of dollars with each year. This has left very bitter taste in our mouths with Marriott and we've had enough of incidents like this as well as similar experiences in the past to say enough is enough. Why claim benefits based on customer loyalty when the benefits aren’t real. We plan to stop using our Marriott card and using our other credit cards instead that either give cash back or at least real rewards for their customers.

William Skaggs

Had a stay booked in Hong Kong on points and certificate had to cancel.

Points and certs didn’t return to account.

Called, waited 15 mins was told they did, but I didn’t see them. Agent hung up. Called back, was told give it 48 hours. 48 passed nothing. Called back was on hold for 30 mins, took agent 15 to find out the issue. Waste of my time!

Booked a regular room and we were put in a handicap accessible room. Asked for a change and front desk made it clear that when you book with Marriott points your choices are limited. Made to feel like Marriott Bonvoy members are second class.

Couldn’t use my “free night” in 2020 due to a bloody pandemic so I lost it apparently. Just tried to use my “free night” for a hotel booking in 2021 to find that the rate increases for weekend nights beyond the useless cheap ass 35k points given to 40k so the fee night is an absolute waste of time. Most hotels are 40k so you can’t find anything for 35k anyway and they won’t let you use your own point or cash. This is crap for loyal customers - time to look for a different loyalty program cos this isn’t

Made a reservation for a specific hotel and a specific bed type .. the ultimate reservation guarantee specifically states that the hotel will honor the bed type and reservation that was requested . If not , it is the hotels responsibility to find nearby accommodations and provide compensation .. I arrived at the hotel in ft Lauderdale when I was told that they over sold the hotel and I no longer have the room I requested , but a different room with one bed will be available .. no emails or calls ahead of time .. the front sales Associate shrugged me off and didn’t know what to do . After moving to a different Marriott through effort on my own , I emailed customer service about the incident where they forwarded me to the general manager of the hotel, where he basically told me that This event does not qualify... and that was that ... this is not what I expected from Marriott nor how a bonvoy member should be treated ...

Management has dealt a sever blow to Customer Service. They must have added a question on their hiring interview..... How rude can you be to Customers? Then that’s the people they hire. Marriott used to be great at interacting with Customers. They have hit rock bottom. Shockingly atrocious!