Bonvoyed

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Bonvoyed Complaints Logged: 1489
  • Data Bridged

    Apr 03, 2020
    0

    Not been bonvoyed but reading recent reports that this is the second time data protection has been exposed I feel we as members should be compensated by rewards points for this inconvenience.

    Marriott Status: Gold
    Lifetime Status: No Lifetime Status
    Hotel: n/a
  • Bonvoyed! And they don't care.

    Mar 28, 2020
    0

    I just checked out of a 21 day stay at various Marriott affiliated hotels. I chose those hotels because I've been Platinum and then Titanium for ages now. Lifetime of 495 nights over 6 years.

    When I checked in, I was Titanium. I get home, log on to see if points posted yet and lo and behold I am now Gold.

    Inquiries to Loyalty customer service were like hitting a brick wall and I received a very perfunctory email saying "Here are the new guidelines". Don't call us; we will call you.

    Ok Marriott. Calling your Bonvoy bluff. I've got extensive travel coming up again in a few weeks and you will NOT be on the list of hotels I'll be using. In 6 years. I've never been able to use the Suite Night Rewards or received a room upgrade. Access to the club/concierge rooms was the most I received. Sorry, your loyalty program needs an enema now.

    Marriott Status: Titanium
    Lifetime Status: Lifetime Silver
    Hotel: Renaissance Albany Hotel
    Location: Albany, NY, USA
  • Status downgrade

    Mar 26, 2020
    0

    Very disappointed with Marriotts recent (late) downgrade of everyone’s status and particularly the timing... like we don’t have enough to be depressed about right now! I have been either platinum or titanium for 8 years but due to a berievement at the end of last year I didn’t quite make 50 nights however as I was titanium last year and was advised that I would get a soft landing I wasn’t overly concerned and planned to restart my travels this year. All my travels are leisure so I spend a considerable amount of my own money with this company and have been left wondering what is the benefit of giving them my loyalty??

    Marriott Status: Gold
    Lifetime Status: Lifetime Gold
    Hotel: n/a
  • Story photo - Bonvoyed

    Bonvoyed by being denied a complimentary upgrade despite availability

    Mar 25, 2020
    0

    Last year, in August, I decided to boycott the Marriott Bonvoy program after a complimentary upgrade was denied to me at
    SpringHill Suites in Madison, WI, despite availability.

    With assurances that noise around the edges has now faded, I decided to stay with Marriott again, and stayed for 3 paid nights last week. And guess what, I got Bonvoyed again today! I still have Platinum Status with Marriott.

    Tomorrow, I'd be starting a 5 night stay at Fairfield Inn & Suites Dallas Park Central.
    I (thought that I had) lucked out & grabbed a Pointsavers stay at that property.
    Despite availability, the hotel has decided to not offer complimentary upgrades.
    The reason that's been explicitly stated is "unfortunately, we don't have any upgrades
    available due to all the changes around us". When I requested the hotel staff to elaborate,
    the staff member was clever enough not to respond in writing, but called me & told me that they only have one housekeeping staff member available, as they had to lay off others, so they're not using their third floor, and thus can't provide me a complimentary upgrade.

    However, the rationale provided to me is incoherent (and false) for two reasons:
    1. Why is an executive king suite still available on the website, if it can't be serviced prior to a guest's arrival?
    This means it is being offered to someone who'd pay in cash.
    2. Why can't a housekeeping staff member service an executive king suite prior to my arrival, instead of the current room type?

    I was told that they might be able to switch the room on Friday, but can't promise anything.
    If the past is an indicator, that wouldn't happen.

    Marriott Status: Platinum
    Lifetime Status: No Lifetime Status
    Hotel: n/a
  • WTF JUST HAPPENED???

    Mar 24, 2020
    0

    As 3 year Titanium Elite Member, I just received notification that my status was reduced to Gold Elite. I spoke to a Bon Voy Representative last week, and was promised that my Bon Voy status would only drop one level to Platinum Elite with the downgrade. Clearly this was a lie. I was downgraded two categories to Gold Elite after being Platinum and Titanium Elite for the past five years. Marriott clearly doesn't value their customers, or our loyalty. I fucking hate Marriott.

    Marriott Status: Titanium
    Lifetime Status: Lifetime Platinum
    Hotel: n/a
  • No longer options for rollover/points buying/poor customer service

    Mar 24, 2020
    0

    I have been a Gold member (now Platinum) for the past 8 years. Although I have not always met the nights required completely, there was always an option to include rollover nights or buy the status with points. Now that they have changed their program, the only way to do this is with a Platinum challenge of staying 16 nights in 3 months. I have called and emailed and received a snarky reply with a link to their rules stating the old ways are no longer available and they will not grandfather anyone in. I no longer have the desire to stay 16 nights with Marriott as I feel they no longer care about the individual traveler or families. I am very disappointed in the treatment and responses I have received.

    Marriott Status: Gold
    Lifetime Status: Lifetime Gold
    Hotel: n/a
  • Upgrades

    Mar 19, 2020
    0

    I’ve never been offered an upgrade, not even when the hotel is clearly almost empty. It’s obviously a scam

    Marriott Status: Gold
    Lifetime Status: Lifetime Gold
    Hotel: n/a
  • Story photo - Bonvoyed

    Five years of Ritz card plus platinum SPG FOR YEARS

    Mar 12, 2020
    0

    As a Ritz Carlton credit card holder and frequent SPG traveler before this mess, I acquired multiple complimentary one night stays certificates at Ritz Carleton properties up to Category 6. I've had multiple challenges trying to redeem my certificates since the beginning of this merge and tried one last time for a weekend stay in the Palm Springs area for any weekend from this coming weekend up to Easter weekend. Aparently, Ritz Calreton stays are no longer offered and it's just up to category 6 Marriott hotels or 50K points. I then inquired about the JW Marriott as a second choice and was informed that all weekends are 60K points essentially making my 500 per year credit card gift certificates invalid for any stay for the only reason as to why I got the credit card in the first place.

    You would think with cancellations and quarantines they'd be happy to take my points and money spent on a property ....

    Marriott Status: Platinum
    Lifetime Status: Lifetime Platinum
    Hotel: n/a
  • No coronavirus help

    Mar 05, 2020
    0

    Wife had her conference cancelled after SF mayor declared state of emergency. I booked a prepaid room 2 weeks prior. Block of rooms for conference rate not available. When pursuing a refund, multiple titanium reps were very empathetic, and processed my cancellation and request...however the hotel denied any refund despite multiple emails.

    So much for loyalty. At least airlines are making accommodations. Maybe I need do give my loyalty to a company that gives some respect to that loyalty.

    Marriott Status: Titanium
    Lifetime Status: No Lifetime Status
    Hotel: San Francisco Marriott Marquis
    Location: San Francisco, CA, USA
  • Lazy Titanium Supervisor

    Mar 04, 2020
    0

    Accidentally cancelled the wrong reservation from my profile for an upcoming stay. Called Titanium line immediately to remedy and the person who answered was a Titanium line Supervisor. Explained the error and explained how the current rates were much higher than the rates of the reservation I accidentally cancelled. He supposedly called the hotel who denied restoring the reservation. I asked for alternative solutions such as a new reservation with the same rate as originally booked. He said nothing could be done. Meanwhile, as I was expressing my disappointment in the poor customer service, my wife had already connected with the hotel directly and was able to have the a new reservation made with the exact rate I had on the original booking. Truly a joke.

    Generally speaking, last several experiences with Marriott “titanium customer service” have been awful and resulted nothing but a waste of time.

    Marriott Status: Titanium
    Lifetime Status: Lifetime Gold
    Hotel: n/a
  • Free night certificate is useless

    Mar 04, 2020
    0

    Since Marriott updated their points to change from low, mid and peak days, the points for a night has increased. I was able to use my annual free night which is worth 35k points and most of the hotel rooms I have search are 40K points for weekend prices. I don't want to use my certificate to stay at a hotel on a weekday.

    Marriott Status: Gold
    Lifetime Status: Lifetime Silver
    Hotel: n/a
  • Me not worthy

    Mar 02, 2020
    0

    As a Amex platinum holder I get automatic gold status with Marriott. But I’m working towards becoming a platinum member through status challenge. So had to call in to get some help. The lady on the phone was straight up condescending. She noticed that I haven’t got enough “paid nights” to qualify for my current gold member, She made a strong remark that I must earn more nights to retain my Gold status next year. She didn’t even help me with my issues obtaining platinum status because I’m not “a worthy consumer”.

    Marriott Status: Gold
    Lifetime Status: No Lifetime Status
    Hotel: n/a
  • 11 Months Later, Rate Changed Claimed Error

    Feb 27, 2020
    0

    March 2019 - Booked a $16 rate at a Boston Marriott branded hotel
    July 2019 - First communication received, well technically no communication. My reservation disappears
    August 2019 - I have it reinstated with Marriott
    February 2019 - 6 days before my stay the $16 rate changes to $200. If I wish to cancel, its a 1 night fee.

    After multiple emails, messages, and tweets, everyone tells me "tough cookies" and refers me to the terms and conditions sayign they can change the price anytime they want. Finally I call up and a man who showed empathy, understanding, and displayed accountability where no one else did, was able to cancel the booking free of charge. However, any associated travel expenses are on me. #Bonvoyed at it's finest

    Marriott Status: Gold
    Lifetime Status: No Lifetime Status
    Hotel: n/a
  • Early morning arrival

    Feb 25, 2020
    0

    Since I was going to arrive in London from San Francisco at 6 am, I prepaid 2 nights at the Marriott County Hall including the night before my arrival. I didn't want to have to wait around after a redeye. I also paid extra for a Thames River view. I emailed the hotel before I left the US explaining that my room was prepaid, and that I would be arriving the following morning, and included my reservation number and flight information.

    When I arrived at the hotel, I was told that they could not find a reservation for me in their system. I showed them all my paperwork for the reservation, including the prepaid nights (which I always carry) and email confirmations.

    After extensive clicking on the computer keyboard, leaving the front desk and going in the back for long periods of time for some reason, and answering the phone several times, the front desk woman told me that my room was not ready. How was that possible when I had already paid for it? After waiting in the lobby about half an hour, I was finally given my room, which was not a Thames view--unless you went up to the window and poked your head out to the left.

    Even though I was very tired, I went back to the desk to ask for my Thames view. I was told it would not be available for several hours. We decided to go for a walk, get some food, enjoy the day. When we returned at around 1 pm, imagine our surprise when we got back to our room and found someone else's luggage in it, along with our own!

    I called down to the desk for an explanation and they asked if I was sure it wasn't my luggage. Suddenly my river view was ready. The front desk asked me to come retrieve my new key, and to remove my luggage myself. Apparently they had no bellhops available--and it's a huge hotel with long, long hallways.

    When I got to the front desk I stayed very calm and said that my stay so far was not going well. Honestly, they could not have cared any less. It was as if I was annoying them. I finally got my Thames river view, but after all the mix-ups and waits, I was almost too fed up to enjoy it.

    The hotel is nice enough. The front desk personnel during my stay was staffed with very attractive, young women who had no training in customer service or hospitality at all. I felt so badly treated and ignored. I've never been treated more dismissively at a hotel in my life.

    Marriott Status: Gold
    Lifetime Status: No Lifetime Status
    Hotel: London Marriott Hotel County Hall
    Location: London, United Kingdom
  • Over a month with no IT fix in sight

    Feb 25, 2020
    0

    Marriott has admitted that it's a known issue that 75-night e-certificates can't be redeemed online. It was made aware of this a month ago and they still can't be redeemed. Others have attempted to call to book, only to discover that the certificate didn't attach and points were deducted from their account. ENOUGH!!!

    Marriott Status: Titanium
    Lifetime Status: Lifetime Gold
    Hotel: n/a
  • WTF?

    Feb 24, 2020
    0

    We were loyal Starwood members for over 20 years. We were able to use points all the time! Why would the Westin Veraza, which has rooms of every kind available online on my dates not be accepting points or my "free night certificate"?

    Marriott Status: Gold
    Lifetime Status: Lifetime Gold
    Hotel: n/a
  • 87,625 SPG Moment Points cancelled by Bonvoy

    Feb 24, 2020
    0


    I had 87,725 SPG Points accumulated until Aug 18, 2018, the day of the merger with Marriott. My SPG Moments point had NO expiration until as per SGP terms and conditions so they were valid until Aug 18, 2018.
    The last time that I had used my SPG Point was in Sep 2017. Bonvoy apply retroactively their terms and conditions regarding the expirations after two years of lack of use and made my SPG Points expire in Sep 2019.
    I claimed that Bonvoy could not apply its terms and condition retroactively and they should apply only from the date of the merger in August 2018, therefore my SPG point converted to Bonvoy expire in Aug 2020.
    Bonvoy didn’t accept my claim and offered an amicable resolution of 40,000 Bonvoy points that is insulting since SPG Points were exchange at a ratio of 3:1. on Aug 18, 2018. Therefore my 87,725 SPG Point corresponds to 263,175 which have an equivalent value of $2,105 at a rate of 0.8 cent per points.
    I have showed that I was a frequent user of SPG hotels for many years accumulating approx. 87 thousand points. Now I am back to travel intensively every week (I have started on the second week of February. In the last three weeks I have spent $3,000 in hotel for my new job.

    I estimate that in the next 3-5 years I will spend approximately 120 nights per year in hotel for a value of $40-50k per year. Of course, Marriott and its associated hotels can forget about this business, if Marriott decides not to reinstate my SPG moments point in my Bonvoy account.

    I am looking forward to finding a new hotel group to become a loyal user since Bonvoy doesn’t deserve my loyalty.

    Marriott Status: Gold
    Lifetime Status: Lifetime Gold
    Hotel: n/a
  • Missing stay

    Feb 22, 2020
    0

    I stayed for 46 nights and they gave me points for my 46 nights. Then w out telling me they took back my points. After noticed my points were gone I reached out to them. They stated since my company paid for my room I didn’t qualify. Which is weird several other co workers of mine w the exact same stay got there points. They wouldn’t give me back my points even though all there rules show I did qualify. Extremely disappointed in the consistency of there rules and that my co workers got their points and I’m getting screwed.

    Marriott Status: No Status
    Lifetime Status: No Lifetime Status
    Hotel: n/a
  • Bonvoyed again!

    Feb 19, 2020
    0

    Contacted Marriott about changing the dates of a stay coming up soon. I was told that the hotel was booked but that they would put me on a waiting list for any cancellations. I booked another hotel for that one night as a backup plan.

    Two days later, my app showed (and I checked also, my online account) that the dates for my original stay had been extended to include the date requested. Had a confirmation number next to it and everything. So I canceled my "backup plan" hotel.

    Now, just a few days before flying (to that country!) I was called and told my extra day could not be offered.... even if my app said I already had a confirmation number for it. So now, I'm scrambling to find housing for the one night..... BONVOYED AGAIN!

    Marriott Status: n/a
    Lifetime Status: n/a
    Hotel: n/a
  • Can't use night awards

    Feb 19, 2020
    0

    I am sitting on 13 suite night awards that I had, to date, not been able to use. I believe I have cashed in two nights this year for a subpar Sheraton in the middle of nowhere.

    I am desperate and attempting to add them to my abysmal list of remaining hotel nights this year so I don’t lose them.

    Imagine my surprise when I just tried to add one to a freaking FAIRFIELD and this was the only option to upgrade to. It’s embarrassing.

    Upgrade to a SMALLER room with a SMALLER bed.

    I have over 100 nights with Marriott this year. And this is the best you can do for me?

    Marriott Status: n/a
    Lifetime Status: n/a
    Hotel: n/a