Have you been Bonvoyed?

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.

1. Couldn’t redeem free night stays.
2. Harassed by staff to check out despite having late check out
3. Poor food quality
4. Rude, Incompetent management.
5. Still charged cancellation fee despite canceling two days prior to the cut off date.

Two ways. Reserved Ritz Carlton Dana Point for only 50k for 7/24/20-7/25/20 during 33% point discount for use by 50k certificate (Ritz cc). 8 days before got email not enough points. Now 60k and would not believe it was advertised for 50k on 6/23/2020. Supervisor Said point Cost was on confirming email- it was not. An hour wasted and cancelled reservation. Second tried to submit missing night request. Must attach photo of 5meg or less. Could not attach any screen shot with receipt or even partial receipt - rejected, even a ten year old black and white screen shot was rejected)

Hi,

I have stayed at Renaissance Golden view beach more than 4months at this my current stay and I did my membership at Renaissance hotel and I have stayed last year more than 6 months.

Whatever,,

I had an awful treat from hotel management serval of times because my age, nationality, while I I was seeing others tourists , residents had a respect when had a problem but me nevertheless!

I have stayed at Renaissance on mid of February and everyone can know the pandemic spread in on mid of March and some of hotels closed operations, stop receiving a new guests. Whatever I will try to write a brief of description:

On end of March hotel management “ resident manager “ informed me they will close operation hotel so I asked them for return away to another hotel because I have did my reservation until July and currently I don’t have another safe place, most of others hotels, rented apt not accept a new guests.

After that I don’t see any response to me and they should close hotel and I can see only me informed about that! Not others guests.

So I sent to Marriott customer of service and they informed me will forward my case to representative team the same day manager of revenue told me I can stay as I want for ever if I want but I should stop send to Marriott because they’re very sensitive about closing hotel.

On mid of April hotel management informed me “ resident manager “ I should leave after 7days because government of tourism want me leave!! I asked him why told me because only me at hotel from Egypt, under 21 stay at hotel!!!

Whatever,, after that I talked with manager of revenue and told me I should leave in 6days, I asked him about return away or see another property to me he told me he will do it.. nothing response from him ..days,,, I sent to Marriott again when knowing only me at hotel informed about that and resident manager send a very racist letter to me “I should leave because hotel not responsible to supporting Egyptians, residents and he offer to send me to my apt located behind a hotel “although he knows I left it from months and this my main reason why I have stayed at hotel!! “ This a personal information and I never informed him about that, he tried to contact to my family he never knows them and introducing himself after that used my personal information to pressure me to resolve hotel issues in the future..,,!

Marriott head office sent me an email told me this a government situation not from Marriott after calling Marriott head office and they confused about this situation told me Marriott will let their hands to operate hotel until September and if I have a issue with hotel management I should talk to government so I checked with government and they never had a racism policy like that,,

after government know about management says they informed them I can stay as I want and they never had a problem to me can stay... if managers wanted me left they should find another property safe, suitable like hotel.

Kindly note: some guests reservation until may and they never informed hotel will be close.

After days,,! When this situation being so seriously “ resident manager” informed others guests not by formal way as he informed me!
.. next day I should leave so he informed some guests to orient a rental apt and we went without a safe trip when being a peak of step pandemic and we seen a old furniture we had ever seen and sickened place! We backed and refused hotel offer!. After that I had known others guests informed should leave after weeks so they’re going to see this property not seems me..

Some guests talked with government about that and hotel management apologies for them and informed me I can stay as others guests stay..

Kindly note:

Hotel management left their properties and they have stayed at hotel with their family because it’s a safe place for them and wanna me leave!

Whatever.. first time I thought they did it for increasing price so I asked them to increase if they wanted and stopped bothering me.. but they told me never did it for money they did it because hotel costs, they wanted to close restaurant, stop operating service so me, others guests accept it...

Continues,,

So where do I start, I have been a member since 2003. I bought a 1 week 2 bedrooms. In Gran Vista; It was great. I really enjoyed the lock out program. I never stayed in Gran vista, I stayed in st Thomas, ft lauderdale. I truly enjoyed it. Mar-Rott switched over to the point system and everything went down the crapper. We bought into the points. Biggest mistake ever. No matter where you want to go you never have enough points. You can borrow from next year. But guess what ? No rooms available for the time you want to go. So who cares about the points. I can’t believe Mari-rott still wants you to buy more points, they lie to you and tell you, well once you buy more points you will have better luck in booking what you want. Lies !!! Mari-rott is nothing more then a greedy company with unethical practices. They lie to your face, I have gone to, two of these presentations. What a flipping joke. I can’t begin to tell you how I struggle not to walk away. From my time share and points. Total waste of money. I joined interval, I do getaways. Sure the rooms are not that great, but it’s a hell of a lot cheaper and the availability was better. Sadly Mari-rott bought them, so now they will find a way to turn that into their little greedy schemes and once again screw over the time share owners. Mari -rott your product sucks, and all you do is sell more manure. It’s so bad you can’t even unload your time share or points, no one wants it, it’s crap. I know your are not spending money you buying memories, of what ? No rooms available, time share and points increase, come to this presentation if you buy we are friendly, if you don’t I will walk away angry, send in the closer with a screwed up deal to get you to part with your money. Mari- rott, is rotten from the head all the way down. Terrible service and they don’t care, they know they have you.

I was Ambassador and now they downgraded me even though I maintain my status last year

My Lexus SUV was parked in the front lot of Sheraton Tucson.
Criminals (meth tweakers and H addicts broke my window with a large rock , climbed in and stole everything I owned out of my vehicle as I was in process of moving cross country.
They climb 6 feet up on m roof and had ample time to steal a bike, my roof rack , my cargo box and my roof rack bars attached to my vehicle.
The thugs stole everything in my vehicle by throwing a rock threw my back window. They even stole my ADA service dog’s leashes and bowls.
There was $2600. Damage to my vehicle.
The front manager, Heber , did not bother to even come out to talk to police.
I asked for a review of camera footage and was told only the GM, Pierre Abboud-Zeid could view the camera. He conveniently was never on property and never return any of my requests to talk to me.
There was supposedly a security guard on site but the thieves had all the time in the world to steal my belongings and damage my vehicle.
Due to the gem show in town, the hotel raised its rate from $175-$400.
The GM refused to honor my $175 rate from the previous night.
I had to stay to get my car fixed.
The GM called me 14 days after the crime to say he would review the camera footage.
I gave home Sargent Wine of Midtown Crimes # and the Police report #.
Pierre stayed he would get back to me. He never did.
I reached out to Cynthia Holtmeyer of Marroitt Consumer Affairs and she sent an email today stating the GM did everything correctly and case closed.
I have an ADA disability and this violation traumatized me.
I have never had worse service and complete lack of caring.
I spent 195 nights at Marroitt properties in 2019.

the booking was done using the points from platinum elite status. The hotel denied room upgrade, longe access and breakfast even after bringing it up with management. Plus the staff behaved in a racist manner. An issue which I never felt at any point in my earlier stays at Marriott properties.

Elevated Earning: Get 2,000 bonus points on each stay, starting with your second stay.

Great promo with all properties closed....

Worst customer service,not helpful

Not only did Marriott downgrade my status in the middle of the pandemic but they increased the requirements for hotel i had booked on points by 50%! While every other company out there seems to be trying to bend over backwards to retain their customers during these trying times - Marriott is doing everything possible to piss off theirs.
My family had booked 7 nights at the JW in Costa Rica 4 months ago and I was missing less than 5000 points for the full stay.
At the time I even called a Marriott rep and asked if I should buy the missing points to lock this in and was told that although I could do this, I was assured that Marriott would not be increasing the requirement during the pandemic, when nobody is able to travel. He even laughed if off so to suggest that it would be ridiculous to imagine that they would do so while they are struggling to keep business in these crazy days.
Big F'ing mistake to listen to him!
The rate went from 40k points per night to 60k points. Calling 'customer service' was a joke - they couldn't care less and basically accused me of lying when I explained what I was told by this guy. Not an ounce of concern that what had been a long planned and earned reward was being pushed out of reach.
To cap it off they downgraded my status from Titanium Elite to Platinum Elite since i missed the 75 night cut by 2 nights for first time in 6 years.
Meanwhile - Hilton, with whom i have spent less than 50 nights in the past 5 years combined - decided to upgrade my status to Gold, just cause.
Guess where I will be spending all my future stays? Time to cancel my Marriott credit card and get a Hilton card instead. Way to go fellas - even pretending to give a sh*t might have kept my business but you did a bang up job of driving me away.

Not only did Marriott downgrade my status in the middle of the pandemic but they increased the requirements for hotel i had booked on points by 50%! While every other company out there seems to be trying to bend over backwards to retain their customers during these trying times, Marriott is doing everything possible to piss off theirs.
My family had booked 7 nights at the JW in Costa Rica 4 months ago and I was missing less than 5000 points for the full stay.
At the time I even called a Marriott rep and asked if I should buy the missing points to lock this in and was told that although I could do this, I was assured that Marriott would not be increasing the requirement during the pandemic, when nobody is able to travel. He even laughed if off so to suggest that it would be ridiculous to imagine that they would do so while they are struggling to keep business in these crazy days.
Big F'ing mistake to listen to him!