Have you been Bonvoyed?

It seems like I need to follow up after every single stay to ensure I actually get points .. same goes for my wife. I swear they are hoping people won’t notice stays/points are missing ... brutal #bringbackspg

I called the titanium line and went right to a phone tree. Thanks for spending over 75 nights with us here's a phone tree. I simply wanted to locate a E certificate I had so I could use it. It was not showing on my account and I didn't know if I was looking in the right location. The first rep did not no where It could be found on my account page. So I asked for a supervisor who did. The supervisor came on after a wait and then said hello a couple times and hung up. She apparently could not hear me. My phone was not muted so it was on her end. Then no call back. Now mind you I had just answered a number of questions with the previous rep and given her my phone number. But of course no call back. Thanks for nothing Marriott. You lost another customer. Bonvoyed! and done with Marriott.

i was forced into Bonvoy after Marriott purchased Starwood. MARRIOTT HAS THE WORSE REWARD PROGRAM EVER.. I USED TO LOVE MY STARWOOD PROGRAM. IT ALL DOWNHILL FROM NO. MARRIOTT AS A COMPANY IS A NIGHTMARE, THEY WON'T GIVE YOU A PROMO CODE TO SAVE YOUR LIFE

I contacted this joke of a website pleaded with several poorly trained button pushers and they all read from the same script comical in a way. I have been a member of Marriott and SPG since 1999 and it meant nothing....Even after being told I was demoted to Gold level I kept getting info as if I was still Platinum. There answer oops we made a mistake. Face it this version of Marriott is simply not about our LOYALTY but a way to steal our hard earn status.
However I simply will not set foot in another Marriott property until someone reinstates my Platinum....Shame on you Mr Marriott

I made a reservation online for my wife and daughter. The website didn't have any "Special Requests" blank form like the old SPG website had. I needed to let them know I wouldn't be staying, it would just be my wife and daughter and wanted to make sure there wouldn't be any problems for them at check-in. They also needed a late-checkout, which, again, no place on the reservation page to request this as there was with the old SPG reservation system. I called the actual hotel's number, but the menu choice obviously sent me to an off-site call center. Probably an 8-10 minute hold time for an agent. The agent I spoke to said she was having trouble accessing my reservation and put me on hold again. She came back on a few minutes later only to inform me that the certificate I used for the reservation required me to be physically present at check-in. I would have to use my points instead. As she was supposedly figuring out how to do that, she said she was now having trouble accessing the reservation. I asked to speak to supervisor. After several more minutes on hold, a purported supervisor came on who was snippy, unhelpful, and also could figure out how to access my reservation to change from the certificate to points. She put me on hold and a few minutes later, "click", disconnected. I called a different 800 number, went through the menu again, put on hold, got another agent, asked for a supervisor immediately, on hold some more, got a supervisor who took my information and wanted to put me on hold in order to look up my reservation, on hold a few more minutes then, "click", disconnected again. Total joke! Total incompetence! With all the money we've spent at Starwood for the last 15 years and more recently, Marriott, it's absolutely infuriating to be treated like this!

Dear Marriott Customer Care,



I did not want to become a part of Marriott Bonvoy.

I did not want to forfeit my Starwood Preferred Guest account.

I did not want my beloved Starwood Preferred Guest American Express to begin to charge me an annual fee.

I found no use for the terrible one-night certificate proffered to me to assuage the painful cost of that horrible annual fee.

I had no desire to stay at any Marriott property- I was a Starwood Preferred Guest because I loved Starwood properties, their loyalty benefits, their excellent customer service, and their simple, streamlined, easy system of rewarding customers generously for being faithful guests.



And yet, I was stuck with you. I reluctantly gave you a chance and found that all of my fears of associating myself with your brand have been realized; your customer service has proven itself unresponsive, impotent, and unsatisfying.



On May 20th of this month I made a reservation at the Marriott Desert Springs Villas II. The Customer Service Representative was helpful and tried to reserve the room type for the dates that I required: I was explicit in wanting to reserve a King Suite from June 21st to June 25th, 2019. Of course, I wanted to maximize my use of my rewards points mixed with cash- she guided me in the most efficient way to do so. We arrived at a conclusion where I would obtain a reservation of the King Suite on June 21-24 using points for the night of the 21st but paying for the rest of the reservation with cash. This was an amenable solution to me.



I was clear that I desired to use the free night offered to me via my Starwood American Express card; since your company has begun charging for the use of this credit card I needed to find some value for this new fee now charged me. This seemed like the perfect opportunity since I rarely stay at Marriott properties. My agent said that I could apply the free night certificate to a King Studio on my final night, June 24th-25th but that she would request that I be upgraded to a King Suite since my other nights that were reserved were all in a King Suite. She explained that this was a request which would be answered by someone calling me within the next few days. It seemed like a small request and so she was confident that if I could not receive a complimentary upgrade, the property would figure out some way to upgrade using an appropriate amount of points.


Days passed and I never received the call which was promised. Finally, after 14 days, on June 4th, I received an email from Sarah Gilbert from an address called "internet customer care." She mentioned that I had problems with my reservation and that some mixture of cash or points was making my reservation untenable: she asked if she could call me. She requested the ideal times to call and I responded with a range of times as well as mentioned one particular time which we could confirm as an appointment. I cleared my schedule and waited for her call.



I never heard from Sarah Gilbert again. Never.



I called your customer care line on June 11th, afraid that my reservation was in jeopardy since Sarah Gilbert seemed to be implying this, yet not responding or reaching out the rectify the situation. After 2 hours on the line, Aja, Alicia, Shirley and a host of well-meaning CSR's confirmed that they believed that my reservation for June 21-24 never was made for the room type I requested: instead of a King Suite, the reservation was for a King Studio. And instead of simply the last night of my reservation being under a request for an upgrade, the WHOLE reservation had a request for an upgrade. The last point of consensus was that it would cost me great amounts of additional points (more than 100K more) or great amounts of extra cash (over $700) for this miscommunication to somehow be rectified. I was aghast at the miscommunication. Your CSR's agreed that the initial charge of about 40k + travel certificate + about $300 for the four nights now ballooning to either a charge of over 150K points or over $900 was shocking and they said that they would seek some sort of resolution. However, first they said, they were going to alert Sarah Gilbert who had emailed me earlier. They wanted Sarah to offer me some way to rectify the situation: perhaps for a smaller charge of 20k points I could be upgraded to the King Suite for all nights and the whole erroneous booking, the non-responsive email and phone exchange and the hours on the phone could somehow be brought to a satisfactory conclusion. "Let's wait for Sarah to call you," they said. If she didn't call me within 24 hours, they stated, it would be considered a massive breakdown in customer service and they would refer me to the highest levels of customer service and correct the situation to my satisfaction.



I waited 24 hours. Sarah Gilbert never called. I emailed Sarah Gilbert. She still did not call. I received no email, message or other communication say

Overall the worst company I’ve ever dealt with. If you though SPG was bad and irresponsible, Bonvoy breaks all records. I’m returning to Hyatt and Hilton. My Lifetime Platinum status is almost worthless at Marriott. They never honor the upgrade to suite if available. They ask you to choose between bonus points and breakfast. Some hotels incl all Courtyard so vulgarly cheap the choice is $10 off breakfast. There is no place to complain as their service desk is helplessly staffed with ill trained hourly employees. Top to bottom, this Bonvoy crap is a disaster, starting with their culturally appropriated name.

All of my stays this year have been consistent. No upgrades whatsoever, especially if you don't ask about them. Check-in, get my basic b*tch room key. When I REMIND them of my Titanium status and inquire about an upgrade, they always reply "nothing available, I gave you the best room I had". Meanwhile, as I walk away, I check the hotel availability and every room type is available. This has happened every time. What a joke.

During a promotion I bought 45,000 points for a reduced rate. According to their website I will be credited within 48 hours. 2 1/2 weeks passed and I contacted bonvoy and they said they had no record of purchase, however they had no problem charging my credit card.

They said give it five working days. Over five working days have passed and I still had no credit to my account and no one had bonvoy could provide answers.

I initiated a dispute with my credit card company. 24 hours later I was credited with my 45,000 points. I called my credit card company and closed the dispute.

Unfortunately three days later bon voyage then remove the 45,000 points I had purchased. Throughout this entire process the total amount that I have paid for these points was never credited back to me. As of this writing I am still disputing these charges and bonvoy have still not responded to any correspondence.

I even said keep the money that you have already taken from me and just make good on services I paid for e.g. the 45k points.

I am so sad. My new replacement Bonvoied Credit cards are plastic. How will I ever get up the nerve to pull this card out of my wallet. So Sad!

85k points/night to stay at the St Regis Miami in August?
essentially any time i look to book a property in a desirable location/time, it shows as no availability, even though there is plenty of inventory of standard rooms.

requested late check out and was told "under new rules" could only be granted 1pm checkout regardless of availability. manager said up to 2pm he could let it slide. returned at 2pm and key did not work. went to desk and employee said we had to pay $75 to reactivate the key since we were past the check out time. our items, and our DOG were in the room, so obviously we paid it.

I received a targeted offer for 125k bonus (vs 100k publicly avail) back in the fall. when i went to the site it displayed an error. spent hours on phone with bonvoy, then amex, then bonvoy. asked to be transferred to a supervisor. was told no. asked again. this went on a while. then operator hung up on me. submitted written complaint. no follow up after almost two weeks. opened bbb case. received a call. no offer to resolve but a meek apology for the hang up. i gave time stamps and incoming call numbers to them so they could look up the call. was told they "receive thousands of calls a day". they offered me 10k points, which I told them was useless. they said that's all they could do. wow.

Not being able to use points to book premium rooms

I’ve contacted Elite services via phone, email, FB Messenger and all I’ve gotten is promises that they will have the GM (David) call me back. It’s almost a month and he has not returned my call. I won’t get into the false allegations of room damage, I’m furious that as an elite member for over 5 years, I keep getting zero substantial help from Elite member services. Lots of promises, but no action. If I didn’t keep up the daily calls and emails, I’d be sitting around waiting for a response. As it stands...after close follow up, I’m still sitting around waiting for a response. Frustrating...

As a 10-year-old SPG platinum member, I was granted all the nights in case of more than one room reservation. Now as Bonvoy when I travel with my family and book 2 rooms for 5 nights I get 5 nights instead of 10 I was getting before. I am thinking of starting to register myself on Bonvoy and book my family in different nearby hotels in the future.

Last year I didn’t travel for half the year and want to be sure that I reached my platinum status for 2019, especially with the merger. I stayed at 21 SPG properties - 2 Marriott - and then had 2 nights count from my Amex benefit. I call the SPG platinum desk twice to confirm that all the stays would count, they said “yes.” Great. It’s 2019 and guess who is at Gold. Yup, me. I have been reaching trying to get this resolved and the latest I heard was that your 2 Marriott stays didn’t count! Where I remember clearly on the propaganda they sent out that Marriott stays after August would count! and if they didn’t why would they show on my apps as YTD status earning last year. The worst part is I am only 4 years away from lifetime platinum. They refuse to count those stays. I am going to call Hilton and see what they can do for a conversion but I am going to research a class-action law suit. Sounds like they a promising and reneging on a lot of different fronts.

I checkedbin online as I always do. When I was asked for a credit card insisted one wasn't needed. When forced to present a card I gave what I had, the same card number on file with my son's name. First the employee stated that I didn't check on online then when I showed here a screen shot that I did she said I got confused and presentedthe credit card by mistake thinking it was my I.D. I asked that the security camera be checked to verify my version. I was escorted off the property by the manager the next day after she intercepted a call back from customer service. Mr. Marriott's office got involved and did nothing

Booked t through the reservation line for elite members.
Used points for two nights and paid for third night, was charged for and they took my points. Also was promised 30$ credit for food every day to replace the 30$ destination fee, and again that was not honored!! I’ve been a loyal member for 12 years. Disgusted!!!

This property doesn't monitor their Chat messages through the app. I normally ask for a room near the end of a hall. Almost all hotels monitor the Chat on the app, except this one I guess. This has happened a few times at this property. Would be nice if these hotels had more consistency.

Side note- received my Bonvoyed t-shirt from Amazon the other day. Great shirt!