Bonvoyed

Latest Stories

Bonvoyed Complaints Logged: 2

Complaints for: JW Marriott Desert Springs Resort & Spa

  • Free Breakfast?

    Apr 10, 2019
    0

    Free breakfast benefit for Titanium elites was turned into free continental breakfast with the option of a $10/person "upgrade" fee. Free continental breakfast included cold foods only (e.g. cereals, yogurt, pastries), but an upgrade was required for any hot food (e.g. eggs, bacon, sausage, pancakes).

    This is an absolute joke. To nickel and dime your most loyal customers is petty and insulting. This change to the breakfast policy I think is a relatively new development, but i experienced it at the Laguna Cliffs Marriott and the JW Marriott Desert Springs on consecutive stays...so it seems they're rolling it out fairly consistently, disappointingly.

    Marriott Status: Titanium
    Lifetime Status: Lifetime Gold
    Hotel: JW Marriott Desert Springs Resort & Spa
    Location: Palm Desert, CA, USA
  • Terrible customer service

    Apr 05, 2019
    0

    Despite my loyalty number being on file and reservation, I never got credit for a very expensive week long stay. I reached out to Marriott with confirmation numbers and it took them nearly a month to respond with “What hotel were you at”. Another few weeks without a reply I submit a second request. No response, so I call. They tell me I have to email a different address for credit. Then I get a response from the original claim saying my stay wasn’t eligible. The next day the email address claim was approved without issue. What is going on? I can’t even believe the complete downturn of the service and stability of the program. It’s infuriating and I’m about to go back to Hilton permanently.

    Marriott Status: Titanium
    Lifetime Status: Lifetime Gold
    Hotel: JW Marriott Desert Springs Resort & Spa
    Location: Palm Desert, CA, USA