Have you been Bonvoyed?

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!

the web site asked if I wanted to add enough points for the room. I said yes to see what it would cost. they charged me 370$ for a 200$ room. I called and they were rude to me.

Out of the approximately, 50 reward programs my family belongs to MARRIOTT is the only one we lost a free reward due to COVID. We asked for a 2 day (YES TWO DAYS) extension to a free night certificate. Denied and we lost the certificate. That's our reward for 40 years of loyalty.

MARRIOTT (hiday specials) also now competing with Extended Car Warranties to see who can make the most nuisance calls.

Their new competition is Motel 6. My apologies to Motel 6.

Hotel has rooms available but will not allow points to be used for stay when I try to extend reservation.

Every single stay, either points and/or revenue is missing, it is a systematic cheat I am sure put in place by the Marriot Group in order to save money, my assistant is working part time pretty much just following up on my travels, its nothing but a joke, the Marriot Pudong East in Shanghai has not fixed the issue for over 8 months and thats just one bad example but every stay there is always something wrong

I did not receive accurate points calculations for neither of my recent stay at Lewisville TX? Springhill Suites nor did I receive points correct points for double points double nights promotion initiating 02/16/21 when contacting customer service I was given the run around then my account was placed under audit for fraud without warrant. Upon supplication of receipts for my valid reservations my account was closed and status revoked. This was done in addition to me filing a complaint of civil rights violation based on discriminatory practices when an assistant general manager Garth lamieux at town place suites Bedford tx broke into my room after I had gone to the local grocery store and went through my personal belongings and reported to local authorities that I had stolen credit cards. When I got back the police were waiting on me and I was required to prove the cards were mine which they were. He then stated I didn’t pay the previous evening, so I logged into my account activity showing that I in fact did pay finally he just simply asked me to leave for no valid reason except racism. The residence inn at Dallas market place location debited my accounts for $4500 when my bill was 2200 when contacting Marriott they blamed me, then my bank. There’s got to be some form of legal recourse this company is out of control

Due to COVID, I haven't been traveling much the last year. I was waiting to book two free nights next week until some points posted yesterday. I was just a few points shy of the 30,000 needed to stay at any one of three Marriott properties in central Wisconsin. Magically, once my points posted, and I had a bit over 30,000 points, the number needed for the free nights increased to 31,000. Coincidence? Seems fishy.

They refused to give me an upgrade as per my Gold status while the hotel is in low occupancy and many rooms were available to book in the Marriott app or on the website. Their service is way lower compared to Hilton who have given me upgrades in my last 3 stays.

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.