Have you been Bonvoyed?

Booked on points The Courtyard Copley Center in Boston. Canceled 2 days prior by calling the hotel directly They politely canceled my trip, then billed my AMEX a $537 "No Show" fee. Been battling with the property and the Marriott 'Elite' desk for 5 months now trying to get a refund. #Bonvoyed

The merger has resulted in an excessive devaluation of rewards points.

Price Guarantee is a lie, a drag game or legal terms and condition play. They need to match the exact type of room and everything else, means most third parties doesnt offer the "Qualified Stay“... Marriott WIN! Customer service COULDNT do any thing. For many stuff, you will have to submit a claim online, the phone number is not for help but just talk. Points and promo are lies. You dont see a statement or anything to keep a record. For 7/10 times, points wont be credited automatically, you have to call and they just give you points without the calculation. AND the WORST, not all hotels book on marriott.com are own by MARRIOT. They can deny your benefit whatsoever by saying we are not a Marriott property! Good luch and have fun. Marriott WON!

Was SPG Platinum for life, earned it two weeks prior to program merger. Therefore should have been conveyed to Lifetime Premier Platinum (currently Lifetime Titanium). It did not happen, back and forth with representative who initially said that could not happen. Finally sent screenshot and link of Marriotts own website and my Apple Wallet of SPG Platinum Life and she said it was news to her, but she wasn’t the right person to talk with. Then finally my Ambassador got me in touch with another rep who told me I only had nine years of platinum status and thus didn’t qualify. I asked why I was Lifetime Platinum (albeit not Premier)...with only 9 years...she told me to be patient. That was two months ago. Funny Marriott is not so patient with their cancellation rules. I have subsequently become a IHG Spire and Hilton Diamond as my 100 nights and $50k a year were not enough for Marriott.

Where to even begin - ever since the merger, the program has been a joke. SPG used to be one, if not the best program out there. Lots of promotions, great customer sat (the online chat was amazing), quick email responses, and reasonable redemptions (mostly). Fast forward to today - the customer service is the biggest joke ever. I've emailed and called them so many times during and post merger, and they just can't get their act together. It's taken months to resolve a simple issue, not to mention having to wait 20-30 min just to get someone to pick up the damn phone. De-valuing so many things that were great about SPG - Green choice points, welcome points, etc. Did they really think we wouldn't notice? I’m seriously considering switching back to Hyatt now that my business travels take me to places where there are more Hyatts around.

I have 8 SNA’s remaining. Tried to use 5 at Hotel Imperial in Vienna. Each time I tried I received 2 emails immediately. One said that my SNA’s were received, the other thank me for cancelling my SNA’s. Nothing was taken out of my account. Tried this at least 5 times. Calll Marriott. They tried. Same thing. Although first they tried to give me a bull answer that the hotel was full and suites may not be available. I explained to the Marriott “expert” that SNA’s didn’t work like that. She finally created a case. After 10 days no response from Marriott. Called again. Went thru same thing. Told me case was sent to wrong dept. still no word after a week. In meantime, I saw that Bristol Hotel in Vienna had decreased in points. Cancelled Imperial and Booked the Bristol. Tried to book SNA’s. Checked off the suites that interested me. SAME THING. Called again. Had to go thru same story. Rep didn’t know who to call, etc. Obviously a problem with my account. New case created. 5 business days later. Still no response. Don’t know what to do next. I can’t get past the first level. And I’m calling the Titanim or Platinum phone.

The whole merger for me has been a total disgrace. I was a lifetime Platinum Guest with SPG stay in to 100 nights a year purely for leisure. Never had any problems and using call back with SPG I could contact a real person in minutes. Since the merger I have had missing points, missing stays and even a hotel leaving the programme and my booking changed without consultation. On several occasions I have had customer service agents hang up on me when I asked them a question. In August all the SPG Hotels that I have stayed in for many years were increased in category , some by 3 categories. The points required for redemptions increased massively the opportunity to earn them decreed massively. Elite recognition in the Marriott hotels that I have stayed in is almost non existent and Marriott are now bringing the Elite Recognition in the old SPG Hotels down to their levels. Added to this 3 of my favourite hotels have also walked away from the programme. I am currently staying in my favourite SPG hotel which has been greatly price increased ( used to be between 100 and 120 Euro per night which is currently 175 Euro per night and the hotel is deserted! ) This is the only stay I have booked for this year and I can't see me coming back.

So I used to be a tried and true loyal Marriott fan. I've been platinum elite now for my fifth year, because I have enough stays and they used to roll over anything more than 50 nights to my next year eligibility. Note that I have enough nights for 7 years under that scheme, so to get to lifetime Platinum elite I just needed to get the final 125 nights in the next 6 years to be lifetime. Now that's all changed and they aren't rolling over eligibility, so I'll probably never get it, as all but three of my nights are personal, paid out of pocket.

I enrolled in a Platinum challenge on 1/5/19 with requirements to stay 16 nights by 4/30/19 to earn Platinum status. Based on this challenge, I booked hotel stays for 24 nights starting 1/7 - 3/19 (34% of days, during a 70 day period). Since then Marriott informed me that I never registered for the Platinum challenge and only Gold (which I did not consent to) even though I have the challenge in writing from a Marriott representative. When I’ve called I wait on hold for up to 1.5 hours, possibly disconnected, told they have no record of my Platinum challenge, and that my ticket wasn’t filed correctly. Then Marriott reroutes or reissues a ticket and tells me to call back in four days. I have 30 tickets open on this one issue! Additionally, after each stay none of my trips register points or nights. After I check out, I have to call, sit on hold, manually calculate my points, and get each night individually added. Help!

I ordered an old cat 9 cert before the transition and had to change the dates on my hotel. The rep told me this would be fine even if it costs more points since the hotel went up in category. After converting my old cert to a new one, she came back and said I can no longer use it at the same hotel for the new dates even with additional points. A whole new cert would be required. Also, more than half of the time I'm missing points for MAGC, promos, refunds and goodwill gestures.

I eventually got a reply to my email sent on 20 July on 15 October 2018 (3 months). With 9 platinum years and 588 nights, i am informed that my status year for 2018 will be credited at the end of the year and if i have achieved 600 nights i will become life platinum. In march 2019 when i follow up on this, Marriott apologises for the confusion that led me to believe that 2018 was my 10th year...... Am sorry i was not confused i was informed by Marriot that this was the case. So in 2018 i completed my 12 nights (approximately US 1,800) in 2018 and now am told i have to get 50 more nights (approximately US 7,500) to get what was promised. Isn't this just a plain case of fraud ???

At the end of 2017 had 9 years at Platinum. Finished 2018 with over 100 more nights. Still show as 9 years Platinum, but SPG sent an email in November agreeing I had 10 years in total. Still. Here at Mid March 2019, and showing 9 years. Secondly I had a meeting in January, at an SPG property and got points. Had a second meeting in December, go no points or the 10 nights. Finished 2018 with 749 Lifetime nights. Because the first property was SPG, Marriott claims I don’t get 10 nights for either meeting. Feeling like I have got screwed out of Lifetime Titanium.

Nice hotel and facilities, but I did not like the way the front desk handled my Bonvoy (Lifetime) Titanium upgrade request. First they told me I had been upgraded to a higher room category, when I asked about a suite the answer was that none were available. Once I got into my minuscule and depressing "upgraded" room I checked the Marriott app and there were plenty of suites available for the duration of my stay. I came back downstairs to the front desk with my luggage and showed the same lady who checked me in that in fact her answer to my upgrade request was not truthful. She did not say a word, disappeared into a back room, presumably to ask a manager, came back and assigned me a suite. Not a word of apology for trying to not upgrade me in the first place, or for the fact that between the 2 trips to the lobby it took me about an hour to check-into the room I should have had in the first place. I feel this is just not the right way to handle your supposedly most valued customers.

Soo add injury to insult... I've been a platinum memeber for 8 years or so... I broke my neck and still stayed enough nights for the "new" platinum elite.... but United Silver is no longer avail to platinum memebers.... screw Marriott!!! Take everything away and stick it to us... Hyatt here I come!

I made the booking through my corporate travel for stay from Feb 11 - 14th at Courtyard Marriott. I was charged in advance for my stay on 6th Feb erroneously. When I followed up with helpdesk, I was told to follow up with the Hotel where I received the response that the charge is paid in advance for this reservation and I would not be charged again. But I was charged again on 14th of Feb for the entire stay. I followed it up with numerous mails to customer care, filling Online forms at Marriott site with no response. It took them close to three weeks to identify the issue and reverse the charge. I have still not got an apology mail. Accidentally I got a mail yesterday from Marriott help desk stating that my issue has been forward to the hotel after it has already been resolved one week back.

Today, while making a reservation at the Marriott Marquis at McCormick Place in Chicago, the system asked me for my credit card. My saved cards, Amex and a Visa, just disappeared.

The hotlines are a nightmare, didn't managed to talk to anyone even after 3 calls of being placed in hold for more an hr each. SPG used to surprise me when I stay for special occasions like birthdays, those are long gone

Had multiple issues with customer service including bad information on a property. Also had a safety issue at a property no one from corporate would speak to me about. Lastly was incorrectly credited titanium gift.

I was refused points for a 4-day Design Hotel stay despite having always received points for staying at those hotels in the past. After the call, the CSR deducted 40K points that were already granted to me without telling me.

Was traveling down the east coast early 2019 and was receiving messages on Marriott app telling me if I stayed another 12 nights in next 30 days I’d reach Platinum. So I stayed at various Marriotts along our route and when back home checked my status. Still Gold so contacted Customer Support and was told (a) I didn’t sign up for the Platinum Challenge which I didn’t because nothing told me I needed to and (b) it was my fault because I didn’t update my app which is bogus because I auto update. Contacted Customer Service several times after that after which was told they considered the topic closed and were done with it. Great being a LT Gold member and knowing I mean so much to Marriott. Just want to say “thanks Marriott” I won’t forget how considerate you were.