Have you been Bonvoyed?

Can’t use points again! Got half a million points and can never use them for a room

The hotel in question had numerous false starts . I booked 10 nights for a December 2022 stay . The website indicated the hotel would open early December . It did not ! This impacted my stay . No communication was received from
Marriott regarding the delay . I discovered my booking would not be honoured by Marriott as it was not possible to book the dates of my reservation.I was left stranded over the busy holiday period in NYC. I contacted Marriott reservations , not only were they unaware of the existence of this property but could not offer an alternative. The cost to me as a result was exorbitant. I wrote to Bonvoy including David Flueck and Peggy Fang Roe both ignored my concerns . I received a generic response from Corporate Affairs , dismissing my claim and continued with the same irrelevant copy and paste responses . I was asking for no compensation at all , I simply asked for consideration regarding my Bonvoy status as I was unable to complete requirements due to the hotel delay med opening and as a result 10 nights missing from my status ( it was December so no further time to collect the missing 10 nights ). The robotic response’s that lacked integrity and justice unequivocally confirm Marriott takes a no care policy towards members even though the infliction was totally at the fault of Marriott .

I called in today and spoke with manager Monica to confirm my Elite Status was still going to expire on Feb 28, 2023.

She explained that it had already expired and therefore I was now just at a member status. I then read the following 10/28/2021 email (also attached) stating that Elite status was extended THROUGH Feb 2023. On 08/10/2022 I had called to confirm my status as well. She explained that the computer systems are updated in Feb each year on no specific date, which is why my status had changed before the end of the month, rather than continuing THROUGH the month. I questioned how a member is supposed to know when that Marriott computer systems, or any business, are updated. I also explained that I did not receive an alert email in January indicating my membership would expire SOMETIME next month. Therefore, it is not reasonable for Marriott to create ambiguous timelines. When the term through is used in the context of a date such as a day, week, month or year, that is always defined in marketing as the end of that day/week/month/year period, not sometime during the period other than the end of business day, midnight or member anniversary date. I was unsuccessful finding any mention of when during the month membership statuses were updated. I'm concerned from a legal standpoint how Marriott can legally get away with the misleading use of the term through in the status extension statement.

I asked to speak with her manager and she explained that there wasn't anyone higher that I could speak with.

At the end of the call I requested that this conversation be reviewed by manager and she stated that all calls are recorded. I explained that since calls are randomly reviewed, therefore I'd like her to flag this call made at 12:38pm for review. This lead dismay #3, where she indicated that wasn't possible.
Wow!

I was Lifetime Titanium and recently cancelled me as a whole and no way to call and speak to anyone, I have over 400,000 points and had 2 stays in January at the Sheraton Universal using my points and I was cancelled and the reservations cancelled - I CALL BS as I was one year away for Lifetime Status Ambassador

I have been Platinum or higher for 7 years and will make Ambassador elite this year. They never upgrade my room and never allow me to use my room upgrade certificates. God do I miss SPG! Plus I have watched a fast drop in hotel quality and service.

Marriott hotel Kansas city cleaned room while we were still in there, did not honor our 4:00 p.m. check out. Was told by Fayetteville Arkansas employee, I had to check with room service to see if they could accommodate a late check out, Sheraton Gateway LAX says they are understaffed can not open Lounge for vips, the only business computer is in the lobby, but small hotel down the street has theirs open and their business Lounge. Springfield MO Courtyard, put me in a small noisy room with people smoking underneath me above the parking and check in, front desk girl told me she couldn't move me till in the morning, still took my points and cash. Yet to hear from the manager for any response. Hotel in missouri, I had cleaning team standing outside my room at 3:30 for a 4:00 p.m. check out saying they were just waiting, that they were limited on rooms. They stayed there up until my 4:00 p.m. check out. The CEOs of Marriott are tired, the managers at marriott's, are tired, and even the rooms are dirty worn out and tired. Yet! They still want us to pay a premium price or use a premium amount of points to stay in a place that it doesn't justify it.

Stayed in two rooms, paid points for two rooms, on check was charged for "upgrade" fees. Marriott corporate agrees, but refuses to refund me, says they cannot as that is the hotel's problem not theirs.

Well I had a titanium account that it took me a long time to get to titanium and I was constantly complaining about there being group rooms on my account I have the group number still as well the more I complained the more they were mad at me the more I was getting fraudulent emails from them the more I was getting harassed and treated like crap of these hotels but I was spending all my money on so the last hotel I stayed at was at Sheraton Riverwalk for two weeks which I have a bunch of receipts showing that I paid my way OK and they're saying for like two weeks that I didn't pay how do you stay at a hotel booked the reservation go on it book your points like it in it go through and they give you a reservation number and they say you didn't pay for your face because you're complaining and now they have took in my titanium account which I don't have a Lotta money I was loyal to Marriott during the pandemic and all they continue to do with her group rooms under my name and now I know what they were doing in those group rooms and now I don't wanna mention on here because of my safety but they need to be held accountable they have the rudest customer service I've ever heard in my life and they stalled all my stays and all my points it's a long time to get to that level I want my account back I try to call to get it back and they treat me like I have done something wrong these people are out of control a really really are

This is an excerpt of the letter I sent to S. Linnartz, head of at Marriott International.
We booked Marriott Moxy in July for 3 nights using Points Advance. We also booked a later trip (MarriottAC), also on points but in Europe. My mistake was not reading the terms and conditions of the first booking. Due to the EU booking, I was going to be way short of points (for NYC)and I was unaware that my NYC rez would be cancelled since they never sent me the notice until the night before my arrival. My assumption was that I would pay the difference once I arrived.
Nope. They just cancelled it. They could have cancelled me 40 days earlier (since I booked 100 days prior to arrival). They could have sent an email notifying me of the points gap but they sent nothing even though their terms state they must. I can accept responsibility for being ignorant of their rewards program but to send the cancellation on the night before was just crude. Our frantic calls to their help line were met by pathetic, uncaring and unengaged company drones.
PS my Linnartz letter got a human response, but from the Consumer Affairs group. This was more of the same condescending, robotic, barfing-up of their terms. . . just on a phone conversation.

For last minute bookings they charge like 60 dollars for every extra person, while for non last minute bookings most hotels charge 10-25.

I was baited by an offer which seemed 'fair' and worthwhile. If I purchase X number of points, I'll get 30% extra. After dropping approx $500 I am still to use my points because each and every time I ponder to use points, that same hotel is offerred at a fraction of the cost (or equivalent cost in points) via any hotel discount website such as Trivago, Expedia, etc. I can't unload my oints economically. I wish I never purchased them in the first place. Buyer Beware!.. my fault but certainly left a bad taste in my mouth.

Staying here since 1/19/22.
Keyless entry worked approximately 2 weeks, then nothing.
Front desk blames Marriott.
Marriott blames front desk.
No resolution.
I stayed in a RI in Bath Maine last week.
No keyless entry.
Front desk stated it has not been operational for months and Is systemwide Marriott issue.?????

I have had my reservations canclelled by another person, told my room was not ready, been put into lesser rooms when requesting an upgrade or change. But the OVERALL worst is I was stuck in an Elvator between floors, then told to just jump out when they opened the doors, NO Blankets,Pillows, or assistance in getting out of the stuck elevator. No medical check aftwerwards, refusing to pay for medical bills, and am 1 step away from suing the begeazus out of these assholes!

This is absurd. I'm a Titanim member. Currently lifetime Gold, but about to become lifetime Platinum. I bought a Starwood Vacation ownership (Gold Elite Level) about 10 years ago with the promise that I could transfer my vacation ownership points to Starwood Points (Now Marriott Points) and there were NO BLACKOUT DATES! (as long as a room was available).

I'm trying to book two nights during Thanksgiving weekend to vacation for my wedding anniversary. There are virtually no hotels available in any city I've searched for points redemption. With only a scant fiew low level choices (but practically none).

It has got to be illegal that Marriott does not have to honor the same terms that I bought my fractional interest on.

I've been booking Thanksgiving weekend for years with no problem. Always a luxury type accomodation. There are PLENTY of rooms available for purchase, so not like they are sold out.

Does anyone know of a class action suit I can join for this blatant contractual violation?? Surely others are fed up.

90,000 points were taken out of my Bonvoy account for a stay I did not make. I called about the fraud. The people that used my points for their stay were still there when I called Marriott about the fraud.. The people who used the points, even, stupidly, used a credit card for an additional charge. I was told my account would be frozen during the investigation. It is now nearly two months and multiple phone calls and nothing is resolved. In the interim my free night has expired . There was also a free night on my husbands account that we couldn't use because we needed my points and my free night for our planned trip. His night has expired also. My last attempt to speak to someone I was put on permanent hold. This is not the way to gain customer loyalty

I ordered from Edible Arrangements for a friend who was staying at this property. I called the hotel and worked everything out ahead of time. They put a note on the reservation. The item was never delivered to their room and remained in the hotel refrigerator. I called the hotel, GM refused to speak to me but told the person at the front desk that they would over night the fruit to me. REALLY? 4 day old chocolate covered strawberries!! Left message for GM to call me, never happened.

So I am out $40 and my friends didn't get their surprise. Way to go Marriott!

Bonvoy charged $250 to a linked credit card for a 20,000-point purchase. I didn't need it, didn't ask for it, and didn't authorize it. After 3 weeks of attempting to get Bonvoy to correct it, they still refuse to correct their charge. I'm now looking at best option to transfer all of my points before disputing the charge through the credit card company. I've been told by Bonvoy customer service that once I dispute the charge through the credit card company, Bonvoy will cancel my Bonvoy account. What a POS company.

I booked a stay 190k point stay using app but was short 30k points. A few days later I made up the difference by buying some points during a promotion. Checked the app and nothing regarding any amount owed or if points required being changed. Fast forward two months (a week before trip). Checked my reservation on the desktop website and said it that I owed 32k points still. Customer service agent was the worst I've ever dealt with. He was slow and literally unresponsive (think Zootopia Sloth) and was not able to do anything to help me. I had to purchase $400 in points to make sure I had a place to stay during my trip. Long story short, if you are going to book a trip on points or using FNC, use the desktop website, the Marriott app is useless and doesn't show you all the details of your stay regarding points and price. If you didn't pay for your stay upfront I would recommend you use the desktop website, otherwise you might get bonvoyed like me. This makes me really consider switching to Hilton or Hyatt next time I travel.

My husband and I recently booked one night in Sonoma for 70k points. At the time of booking, we had 69k points and so we chose the "advance booking" option. After getting to 70k a week later, we assumed our reservation was booked. This was months ago. Today, we were emailed that our reservation for next week was being cancelled because we didn't have sufficient funds. Apparently after the Marriott Category change in March, our hotel had jumped to 100k points a night and now they were saying we had to buy 30k more points. Had we known, we would have just purchased the 1k points at time of booking. After hours on the phone, a man told me "I'm sorry you didn't read the terms and conditions. Rates can go up or down at any time without notice. You were emailed a notice." (which we were absolutely not, by the way). I sincerely feel that this was not obvious at time of booking and that they are taking advantage of people with this policy. Did nothing to help us fix this. The Sonoma property itself agreed that this was not fair and purchased points for us on behalf of the property, but Marriot did not. I believe this is an unfair business practice and all of a sudden we were notified a week before our vacation though we booked months ago. So disappointed and we will be using Status Match to never stay at a Marriott again. This property was nice enough to gift us the points, so we may stay separately but never again Marriott.

We are original SPG members and have been a part of their and now Marriott's loyalty program for over 20 years. Under the SPG program there were NO blackout dates as long as a standard room was available. Since Marriott has taken over this has changed and now is entirely at the discretion of the individual hotels to set the number of rooms offered for point redemption! These hotels enjoy Marriott's marketing, reservation system, and access to Marriott's elite members who spend thousands of dollars in their hotels, accumulate points and then summarily deny them the benefits they've earned. Marriott should police it's own hotel members and enforce compliance with the intent of the loyalty program, to reward loyalty! I guess Marriott considers customer loyalty not as important any longer by turning a blind eye to the dilution of its benefits program by its member hotels. In the last few years it has been increasingly difficult to book rooms at hotels using points. Even more so since COVID. Recently, we tried to book a room in Kauai for one night, over six months in advance, through the Bonvoy app, and realized there was nothing available using points. There are rooms available because the app shows them for cash! We contacted Elite Member services, which after much discussion were told there is nothing they can do! How disappointing this Marriott journey has become. There should be a way that previous customers, that have been a part of this loyalty system for years, should be grandfathered in with SPG's previous rules! I wish there was a petition initiative or class action lawsuit started against Marriott. We are all subject to Marriott's whims to change any of our promised benefits at any given moment to benefit them!