Have you been Bonvoyed?

The expectation set by the Bonvoy term and conditions:
"Platinum Elite Members and above receive a complimentary upgrade to the best available room subject to availability for the entire length of stay at the time of check-in."

The reality:
"I'm sorry, we don't have any suites available."

I show the clerk the many suites literally available to book real-time in the app for the length of my stay.

"I'm sorry, our policy is that suites are not available for complimentary upgrade."

#Bonvoyed

This was the first hotel "status" I ever had. I chose Marriott/Bonvoy because it has the largest global network and the Marriott chain has a reputation for reliability. I went out of my way to stay at Marriott properties and all I have experienced is one disappointment after another. What I take away from this experience is that it's not worth being "loyal" to any brand, just stay at whatever hotel you want to each time. Check reviews to stay at places with good service, and just pay for the damn breakfast.

1. Customer service - the Bonvoy phone line is worthless. I've never gotten anything out of their phone line I couldn't do myself
2. Individual hotel service - varies incredibly, as if there are no standards. Sometimes the hotel goes above and beyond to help, sometimes they do nothing. I never know what to expect
3. Elite benefits - Not consistent and usually disappointing. Most of the time the breakfast benefit doesn't actually give me a free breakfast. Room upgrades are all over the place, never know what to expect. The late checkout policy has exceptions and it seems my stays always fall in properties with the exceptions
4. Points system - Points often don't post, so you have to fill out that form which only becomes available 2 weeks after your stay
5. Overall hotel experience - I can hardly think of any stay which didn't have some kind of problem. For example, things broken in the room, noise issues, air conditioning issues, housekeeping issues, hotel amenities not available. Not sure if this is to be expected everywhere, but it happens at Bonvoy properties. Have standards slipped?

They’re just the worst and are managed terribly. Stay at the Canopy by Hilton just a few blocks away! So nice and brand new. Much better customer service.

The bonvoy app offered me upgrade to club level access for $20 a night x 2 nights =$40. Upon arrival, I was told the club lounge was permanently closed and the clerk could not refund me. Two calls to customer service and they denied it ever happened, claiming that my total room price at the additional price was the original price. Of course, there is no record on bonvoy of the original cost nor any record of the upgrade. Both customer service agents acted more like defense lawyers for Marriott, insisting that I prove it, because "they didn't see it on their side. Never again Marriott.

Two miserable nights because they could not communicate between departments. All benefits out the window. Imagine having a miserable orange juice only to be asked to pay for it at the (W has no lounges, so they used WooBar) end. Made a request for a room type but messages never got forwarded or communicated to the various departments. Upon check in. associate had no clue of the request. Hotel owner does not even invest in proper branding, not a bliss product in sight. Additionally, bathroom floors are disgusting. Soap scum galore! Too much focus on form but no function. The most uncomfortable soft in the world, where you just can’t sit, poor choices on so many levels at this hotel! Really an embarrassment to W Hotels. Starwood managed owners and properties so much better than Marriott. Marriott is making a mess of everything.

I stayed for two weeks I have been complaining to these people about someone using my account stay showing up on my account that are mine people booking with group rooms mobile key not working ever not one time ever working different peoples credit cards on my hotel bill including accounts receivable fraud harassment by employees harassment by guest And completely out of control horrible customer service and the list goes on and on and on let’s not forget putting peoples life in jeopardy and knowing things that are happening to other people and I’m not saying anything or covering it up

Hi,

So bummed.

On 10/31 I tried to transfer points to American Airlines for a flight. Found out transfer might not work for a week and I wanted to fly on 11/4 so I asked them to cancel the transaction. The person I called said he couldn't but would escalate. Meanwhile, my points just transferred today (12 days later). It took too long and American Airlines points are no longer helpful. I now have 72,000 lost points and the transfer process was so confusing and unclear -- it didn't say it could take a week+ to cancel or that it's non-refundable.

I've called in multiple times and no one seems to have any authority to help 😢😢😢😢😢

I bought over 30,000 points in order to qualify for a five night stay at a hotel in Hawaii. Never mind the fact that, when I got my initial 100,000 points as the result of a tour of a property, I was assured that that point total, alone, would qualify me for the Hawaii stay.

Two weeks after buying the points, my stay was canceled due to COVID. Every other company I dealt with -- Southwest, Turo -- refunded my money, no questions asked. But oh no, not Marriott. I explained to them that I'd only bought the points in order to qualify for the stay, and that I wasn't the one who'd canceled the trip. Too bad! We've got your money, and you ain't gettin' it back (this, after ostensibly opening up a case for me, then continuing to punt it down the road, then closing it without telling me; I was the one who had to call them).

I told them I'm going to use these points I'm stuck with, and then I'm leaving this program and never using one of their hotels again if I can help it. I would urge anyone who values their vacation/travel time to do the same.

12Night of These Numerous Elite nights are still Missing on which I was Achieving the Elite status. Above all, In my opinion, this is an exceptionally ashamed of what were happening to their company.
However, all of that still remains to be inquired thoroughly, while we were still far off. You met us at some point in time and brought us out from lowest priority, such as their disadvantaged consumers.

Especially regarding, Excellent guest service features may not always come with the “Right Behavior” Even though they are delivering Excellent guest service go simply respond as quickly as possible, to represent their own problem-solving abilities, As much as really excellent guest service experiences go viral on occasion, accounts of bad guest service can do a lot of damage, even if they don’t go viral. This erodes the brand loyalty program, and damages customer retention rates.

While exercising the right to improving their approach to Guest service officers who as a lack of skill or unwillingness to learn is the result of the Hotel incentive policy against which all featured services is below standard, isn't up to excellent standard services for us.

The rules underlines so much of features and benefits that already referred to contain policy - similar to those the Loyalty program rules Provide as many privileges as Celebrities but not as many as Numerous Platinum Elite Membership, Including, without limitation Especially in numerous problems, Guaranteed Elite benefits.

Even though we're eligible to receive those Elite benefits, There were as many as 100 people crowded into the tiny room. While based upon availability and at the Participating Property's discretion, identifies what i deserve, how i deserve, and where i deserve.

Everytime I call its always a issue I get some half baked employee who has zerio customer service experience and empahy I have stop traveling with Marriott regardless of the amount of points I have and will be ending my credit card partnership because half the time i have to chase my loyalty points which should be named worthless because I am slowly starting to see Marriott give out up to 30,000 points for " bad service" but I only get a pathetic sorry.

Very bad overall service
Not what service at Marriott once was

They devalued my points, stole my free nights, and have terrible customer service. I loved SPG, Marriott can suck it.

Credit card disaster

We were big fans of Starwood and the SPG credit card before the acquisition. In general, we are not happy with the devaluations, IT department, guest service, and the appearance of taking those much more loyal than us, for granted.

This happened in October 2018. We checked in with 2 nights points, 2 nights cash. The front desk accidentally deleted my reservation upon check in. Appearing apprehensive of calling his manger for help (which we could later see why), he created a 2 night and 4 night reservation, overlapping the 2nd night, and extending our stay for 5 nights. His night manager blew off the overlapping night, said it would fix itself, and accused me of trying to get out of the final night. As we got the help desk involved, she would claim to follow their instructions, and blow them off, leave them on hold. I was asked to relay information, which was met with contempt.

I made 6 or 7 calls to the help desk, always getting a different level of service and answer. Some would leave it up to the hotel to make the call, some would try and intervene, and one even created a 4th reservation, mimicking the original, but the same shift manager refused to follow through in deleting the incorrect ones.

If I'm staying for 4 nights in one room, why am I being asked to pay for 10, one night now booked 3 times? The daytime manager helped solve some of the issues, and it took several weeks of call backs to get customer service to fix the rest. Three weeks after my final contact, I got an e-mail explaining that they didn't know which hotel I had a problem with, the agent left this space blank, and they needed this info to forward to the right hotel manager. Pass!

My last 2 stays service is falling way off, No Working Ice Machine on my floor. No self service water or Coffee in the lobby. COVID is no real excuse. Very poor, cheap and limited Breakfast options, and for Fee parking instead of free parking at established hotels in Metro areas that once offered free or validated parking. But my biggest Gripe and one I think is ripe for a class action lawsuit is that the cost of redeeming points keeps getting ever higher and higher as Marriott escalates the number of categories and the category for individual properties, thereby making my accumulated Points of static and significantly declining value. I'm fed up with Marriott.

I have had several stays not credited to my "Bonvoy" account, 200,000 points mysteriously disappeared. My status was dropped from Platinum Elite to Gold. After multiple attempts to contact someone at Marriott, the response was, "we have recorded your complaints and you will receive and email explaining our position. " BULLSHIT! I want my points and status back!

We have two timeshares. Our reservation for April 2020 was cancelled understandably. When we went to confirm our second timeshare for January 2021 we were told it was unavailable. Although we still have to pay our taxes. How does one appeal to Bonvoy. Have been unable to even find an executive or person in charge to communicate with.

Unable to utilize points within account. Marriott can't attach the e-certificate to any bookings making it impossible to use points.

Total disaster and Marriott no help at all.

Made a change to my reservation booked through Marriott Bonvoy. When the change was made, I was promised that I would still receive my free reward night. Well, the hotel charged me anyway. The hotel refers me to Bonvoy and Bonvoy refers me back to the hotel. No regard or respect for the customer. I’m beyond disappointed and will switch back to Hilton.

My points for last two stay again were not credited properly. Called Bonvoy, typically the can look at my folio and sort this online. The agent said, sorry, cannot see and send an email. In the end she hanged up on me. I am tired of constantly having to check my balance and calling and calling. Have not had a single stay post properly.