Have you been Bonvoyed?

I stayed here 2 months ago and was not happy at all. Some problems were minor, some were huge. But the worst is that the hotel didn't care at all, and completely ignored every attempt to contact them for a month. They lied to Marriott corporate when contacted about my complaint, which I was forced to do since they refused to respond for over a month. Luckily I had records of everything, but even after 2 months it's still not resolved.

- Kids club was not secured at all. Every single time we went, the door was unlocked. Various staff who were not part of the kids club were in there with the children several times. The woman who runs it doesn't speak English so she didn't understand my complaint.

- We stayed 5 nights, it took over 24 hours and 3 separate requests to get an activities schedule so we missed an entire day of activities.

- Our "please make up room" button didn't work our entire stay, even though we reported it 3 times. So every day when we returned from breakfast, our room was being made up and we had to wait for it to be finished to be able to use it.

To top it off, they overcharged us by around $2,000 for a 5 night stay. It's taken me 5 weeks of calls and emails to Marriott to finally get them to fix it. All the hotel did (after being contacted by Marriott corporate who gave them copies of emails showing they were lying) is fix the overcharges and say they will give me 20k points for my trouble. The stay was 240k points, so 20k after everything that went wrong feels insulting. I've heard from other prior guests that the overcharging is not an isolated issue. Still haven't been issued a refund for the overcharges either.

We had 2 nights free -- those have disappeared & now we are down graded to Gold.
We have been denied breakfasts & even a late check out ("have to ask the manager because your status doesn't allow that") --------- now here's the BS thing: the employees that are saying this really can't even do it with a straight face because they know it is crap!!

Hello Hilton, we'd like to rack up some points with your program.

Clearly there is not any point in even trying w/ this Bonvoy mess.

I am a doctor and I have been bonvoyed.
I am a military surgeon and I am disgusted by the behavior of a certain person at the Korean Marriott hotel at 4077 Ave. on the outskirts of Seoul. Maybe I shouldn't divulge his name but we can just call him Burns. I tried to make a reservation but he wouldn't help me at all. He wouldn't help me find a nice suite so I had to settle for sleeping in the swamp. I ended up crying over a bottle of scotch over at
Rosie's bar outside of Seoul. I have been bonvoyed by Burns and I am just disgusted. No points !!! No upgrade !!! No free breakfast ... not that I would want to because it smelled like a brown egg stuck in a tennis shoe buried under a chicken coop. Time to move on to another hotel !!

I have been trying to resolve this since January 2019 and every time I called or emailed, it has never been resolved successfully.

I have been a Platinum Elite or higher member since April 2014. To date, I should have 5 lifetime years as Platinum or Higher on my tracker but I only have 4.

The first few calls in January/February said they needed a few weeks to reconcile Starwood data.

One of the emails then said I became Platinum in April 2014 and therefore I should wait until April 2019 - no change in my tracker in May.

I emailed again and got an unsatisfactory response.

I called last week and was given a case number. It was not resolved.

I called back today to check on the case and I was notified the case has been closed. The rationale was that I only hit 41 nights last in 2018 and therefore did not earn Platinum status last year. I explained that I qualified based on legacy Starwood requirements of hitting 25 stays in a year and I understand 2018 was the last year I can do so. This is also the first time that I've heard that qualifying on Stays last year would exclude me from earning that lifetime year.

The person who spoke to me said she followed up with whoever closed my case. I wanted to talk to someone senior who can give me answers. I asked for emails and for the rep to escalate to her supervisor. She put me on hold and then hung up on me.

This is the last straw. I am not trying to create issues, just trying to resolve a mistake. And being treated that way as a Platinum member for so many years is an incredibly disappointing experience.

I had booked a 5 night stay in this property in April 2019

1. No upgrade initially given at check-in despite having titanium status
2. After inquiry, was told that the resort is fully booked
3. After I showed that all room types are currently available for instant booking on Marriott app, I was told that as a favor I can be upgraded for 2 nights
4. The staff hoped that no one might want to move rooms in the middle of the stay. When I agreed, they tried their best to explain the discomfort of moving after 2 nights
5. After 2 nights, I inquired if I can continue in the upgraded room
6. I was told that the resort is fully booked and that cant happen. I again showed then on Marriott booking website that the same room is available for instant confirmation for the same days
7. The manager gave me a lengthy explanation that the global Marriott booking website is having issues and it is incorrect. When I asked that what if I book on the website right now and do upfront payment as well? She told me that since suites/villas are overbooked, we will send them to some other property or give a standard room
8. After calling out her bullshit, she agreed that the upgraded room is actually available and we can continue with the stay for the remaining 3 nights

Never had such an experience with SPG. Marriott is simply horrible with their lies and trying their best to not honor the status.

Could not log on with new Bonvoy number or old SPG. Called Bonvoy,after talking to two reps, still can not log in. Need to make reservation----how?????

I have a reservation for months from now. SNA's were attached to the stay. Today I unwisely opted to have the points for the award stay deducted. My SNA's have been removed from the stay and aren't showing in my account yet. I assume this is part of the SNA glitch for $$ prepaid stays. Can they get anything right?

Lost my points...they got some old email that hadnet been in use for 7 years..maiden name...you name it...no help whatsoever

I was a brand loyalist for many years with Marriott, then it came crashing to a hault while at the Grand Flora in Rome. I was with my father, a lifetime Titanium member.. lets just say it went so far south that he actually threw his old beat up card at the manager-and stormed out and has never stayed at a Marriott since. We have also never had a followup for that visit despite numerous calls, emails, and letters. I only recently opted to stay since a conference I attended was held at a Renaissance. Thats where it started all over again. It was not a good stay, total mess, lost bags, left in lobby open and exposed, then to top it off no points credited and still 3 months later, no points. round and round with the bonvoy joke service is on me. Looking elsewhere for our DC trip and Williamsburg Trip next month.. the W and the Williamsburg Inn will not be receiving us. SO over this stuff with Marriott, lesson learned. Never again,

I find this new stay credit change insulting to long term members of SPG. I often book between 1 and 10 rooms at a time. I was accepting of the 3 room credit limit however now that there are only credits for 1 room I feel cheated. Furthermore I have direct billing at one of the most frequently used hotels and my last 2 day stay I received NO stay credits because my office was billed directly instead of my credit card. How does this make a difference? I still paid for the stay. This never happened before the merger. I find I am now looking at my Hilton options more often now.

I am disgusted with the “system” - been a loyal Marriott customer for many years - platinum forever now titanium with the change over - have already stayed 44 nights this year, but twice in the last month, once in Louisville and now in Milwaukee, having booked and checked in via the Bonvoy app with having a confirmation number and having been charged for the room but the staff has been unable to make me a key... 3am in the morning and the hotel staff has absolutely no way to let me into my confirmed paid for room. Once I took it as a fluke, stayed elsewhere, but now a second time?!?! Marriott there is a serious flaw in your system that now has me yet again back in my vehicle having to find another room... unreal.

Follow up - over an hour on phone with Titanium Customer Support - very professional but they have no clue what or why and while they agree they charged for the two nights I couldn’t gain key access to they are not sure how they are going to issue me a refund as there is no record of the confirmed reservation, but there is the bills for two nights I couldn’t/didn’t stay at their Milwaukee hotel - currently they say they must speak with the property manager and to please give them a week - just a total cluster muck - and while all this was happening my access to my Bonvoy account ceased to function entirely... somehow my email address was changed to something totally random... sigh... Marriott execs really screwed the pooch on this system merge... it was and is NOT ready... I think it is in my best interest to switch hotel providers for the remainder of the year and hope they get their system glitches resolved, because my experience since the Bonvoy adoption has been very subpar - lost reservations, no credit for stays, staff being unable to create keys upon my arrival, mobile keys working only about half the time... and now being billed for hotel stays in which I didn’t stay - twice in one month... Very disappointing.

I have been Platinum Elita (now Titanium Elita) with Marriott for 8 years. Late last year, I switched to the “upgraded” Marriott credit card. They are supposed to “automatically” transfer accrued nights to my Marriott account each month. They only time they have actually done this was when I called them to do it, and they still haven’t fixed it. They also gave me 5 suite upgrade nights after I got to 75 night last year, but I was supposed to be able to choose the benefit, and I wanted a different benefit than the suite awards. I have called and emailed about this and still nothing has happened. Also, I had 18 nights at the end of last year that should have rolled over for this year. When I’ve called, then said, “oh sorry, we sent 1 email about in Nov 2017 that we are not going to roll over nights anymore,” WHAT!!!! I am still not able to locate the ONE email that they are referring to - how can they say that they sent one email to change the benefits when I have NUMEROUS emails and print materials saying that nights can be rolled over. I have asked them several times to send me a copy of the ONE email they are referring to, and also to confirm that it was actually sent to me. They have yet to produce that email, so I suspect they are making it up. Marriott used to have the best rewards program. No longer.

https://skift.com/2019/05/10/marriott-ceo-on-cancer-diagnosis-we-are-going-to-soldier-on/

What goes around comes around.....God bless his soul !

Hi XXXX,

As you have informed us that you are represented by an attorney, we are unable to discuss this matter further with you. Please advise your attorney to contact Marriott at the following address:

Marriott International, Inc.
10400 Fernwood Road, Dept. 52/923.27
Bethesda, MD 20817
USA

Best,
Beth

I booked a week at Marriott residence category five with points. I intended to use my category five certificate but was waiting in case I cancelled to apply cert. Meanwhile, BonVoy Marriott upgraded the hotel to cat 6. Zero cust serv, they won’t alloy. Bonvoyed again!

We have been platinum for several years, this year with no explanation we were downgraded. we have been members for over 20 years, own two of their timeshares and jpined their points program.

Signed into a Sheraton in Denver on 4 April for an extended stay due to extended training. Signed in Platinum Status. Left 29 April. Signed into a Renaissance in Hong Kong on 4 May...Gold Status. Whaaat??? Somehow (and don't think "anniversary" cause it wasn't), my status downgraded without my knowledge or acknowledgement.

bonvoy T&c state points available in one week
https://www.marriott.com/loyalty/terms/default.mi section 3.11.c
But seven weeks later, no points in UAL MileagePlus account, and no tractability the transfer was made. But Bonvoy points deducted.

Since the merger, none of the 'offers' work.
"We're sorry, but there was an error in directing you to this promotion."
I am losing opportunities to earn points.

We were able to get a little more information

What information did you get ?

and offer an Elite status challenge. Please read below and let us know if you would like us to confirm this for you.

I don't understand it ?

11 years at the Platinum level does not qualify you for the Platinum level.

Why not ? It was a lifetime grant.

To qualify for an Elite level with Marriott Elite nights have already been required.
Ok so if they are required and I have been 11 years where are they ?

To receive the Platinum level the member needs 50 nights in a calendar year and the Titanium level requires 75 nights in a calendar year.
That is now, not in the past ?

Marriott Bonvoy does offer Lifetime levels.
I am "lifetime" already. are you saying that will change if I don't accept this offer ? Who died, just asking ?

"There is no way to request this status"
Why ?

unless all the qualifications have been met.

Is what your saying that my history as 11 years at Platinum (highest previous level ) and promised Lifetime Titanium is gone ?

We see your account was upgraded in August to the Platinum Elite level. The exact reason for this is not listed.
Are you saying you don't know what happened in August 2018 and that I was converted from same status to what you now call "upgraded" to the same status I had for the previous 10 Years ?

Only that you were upgraded when Marriott and Starwood merged.

So your saying for 11 years, I have had room upgrades, 4pm checkout and lounge access, and I was put in the matching platinum level, not the promised Titanium level, when they Marriott Merged with SPG ?

Your account was then downgraded in 2019 because you did not have the required 50 nights in 2018.

But I never was required to have 50 nights for 10 years ? So you transitioned me from no qualification to a qualification and then whacked me. As nothing changed in my Marriott status for 10 years you then transitioned me to the appropriate level Lifetime Platinum, and then whacked me. is that what your saying ? At least we agree you downgraded me and embarrassed me and your JW GM at check-in at 4 subsequent stays that were booked before you downgraded me, effectively whacking me and not telling me. I have recovered and cancelled all stays until this is resolved, my and all company employee stays using alternative chains and brands.

In reviewing your account we show that you had 8 nights in 2018 post to their account. If you are missing stays please provide copies of your hotel receipts, or the names of the properties and the check in dates and we will add them for you.

I am tired of requesting nights to be posted again and again the issue of status will need to be resolved before I lift another finger to assist you in night postings.
Send to marriottrewardsinsiders@marriott.com.
Who is "their" and can you put them back in my account #10710 please (I am an original Marriott member from 1983) ? And during 2018 i had no required nights for qualification as a lifetime Marriott member as evidenced by the previous 10 years at Elite Platinum status.

In Summary I have issued them a challenge back, and will update you if here should they accept and complete it.