marriottbonvoy.com Reviews 368

I signed up for a Marriott Bonvoy Chase Credit Card. They state you earn points and a free night stay after charging and paying $2K. What they don't tell you is you have to wait 3-4 months after you pay your $2k to receive the promotion benefits!

Well i hope i have enough room to say it all, i stay 3 weeks of every month in the Marriot Courtyard in Kalamazoo, same hotel every month, If you want hospitality don't come here, firstly there is one particular person who make my stay here utterly miserable and nearly all my issues and problems come from him alone, i get a bit of a discount as im staying there 3 weeks every month, usually its $159 per night , i get $10 off, i get no breakfast for this which the other hotels all do, so not good there, you will not get a cooked breakfast on a Saturday or a Sunday, only during the week will they cook eggs, bacon, sausage etc, so i never get a cooked breakfast at the weekend when i want it and im on days off, there is no chef to do it in the whole hotel, The washing machine and the drier have both been broken for the last 4 months and still not repaired, i had to go to the Hilton next door to do my washing last trip i was here, i assumed it was working this Saturday and went to reception to ask for quarters to do my wash as the door to the Laundry was open, i had a 20 dollar bill and asked for change, they had quarters but could not give me any as they could not change a $20 dollar bill, i went to the Hilton next door for change and it was no problem at all, as the drier is broken i asked once again for the reception dry my Jeans only, they came back Again as usual all rolled up in a ball, i asked if they could at least fold them not a chance the young male receptionist said once again, not nice getting clothes like this all rolled up, what a mess, yesterday afternoon my toilet backed up, i asked the young man on reception if he could get it fixed at 5:45, he said he would send someone up, that never happened, so at 8:30 i went down and asked if it was getting done, he had forgotten and said he would come and fix it, when he came to my room he wanted me to do it, i flat refused so he took off without anything being done, im using the toilet in the lobby in the hotel at the moment, i get as far as i am concerned absolutely nothing at this hotel, there is no real benefit from staying in this particular Marriot, bad attitude and could not care less, i went to get a free bottle of water yesterday being a Titanium member, boy did i get grief from that same Male receptionist once again, everyone else lets me take the occasional bottle for free, this guy in front of someone about to check in yesterday gave me the 3rd degree lecture, this is the ONLY perk have at this hotel, there is no other benefit, None, Zip, Nada, i have in all my years of using Marriot never seen bad hospitality like this and i travel year in and year out spending most of my life in Marriot hotels, do yourself a favour and never ever use the Marriot courtyard in Kalamazoo, even the Marriot Fairfield on Sprinkler will give you a cooked breakfast 7 days a week, i have had other hassles at this hotel but i think this should be enough for anyone with half a brain to avoid this particular hotel

Unbelievable that some Marriot hotels can only be contacted by phone , unbelievable poor service for global guests,..

Simply make the too hard to book and deal with

Recently booked 4 rooms at one time and at the time of receiving my points for the stay , the credited me only for 3 rooms saying they only credit max of 3 rooms per booking , this is a scam, be aware of this when booking multiple rooms

Marriot is one of the most expensive hotel groups and the bonvoy app is probably one of the worst apps I have every used..
Would not recommend marriot chain as hilton is much much better.
I travel regularly and stay in the Fairfield inn & Suites in lethbridge and have to say at $200 to 350 a night when almost full is a joke. When across the street the Hampton inn is $187 a night. In a small town these prices are outraged.

Awful booking cancellation experience. Booking for a wedding guest room cancelled 10 minutes before driving to the venue with no explanation. Rang the booking "hotline" many options, finally got through. No reason given why the cancellation. Managed to re-book despite difficulty understanding the staff member who had a very poor grasp of English. Arrived at the St.Pierre hotel, Chepstow to find we had 2 bookings!!! Vert stressful. Web site, App and booking details poor, didn't highlight whether breakfast was included. Disappointed that a huge resort had no EVC charging facilities. Many unhappy wedding guests with similar reservation issues!

Horrible service. Horrible app. They constantly lose my information and have to keep calling customer service and the website is SUPER glitchy. Overall just a complete waste of time and a rip off.

It is inconceivable a hospitality business can treat its loyal Bonvoy members with unequivocal disdain , disrespect, disregard and dismissive disinterest. I was loyal to Marriott for over 20 years until their unfair and unjust treatment was exposed via my experience. I booked a 10 night stay in a NYC property for a Christmas visit . I booked over 8 months in advance via Bonvoy. The hotel was due for opening on 19 September 3 months prior to my arrival . Without any communication from Marriott , Bonvoy or the hotel I arrived in good faith only to discover the hotel delayed its opening . I was literally left stranded after a long flight from Sydney ,Australia. I scrambled to find accommodation which was near impossible given the Christmas season . Marriott did absolutely nothing to assist. I secured alternative accommodation with Hyatt , unlike Marriott they did their utmost to assist . I was out of pocket three times the rate secured 8 months prior for the Marriott property.I asked nothing from Marriott except to assist with alternative accommodation, they did not oblige. To make matters worse they downgraded my Bonvoy status due to the stay at the unopened hotel not being completed, yes you read correctly.. unbelievable! I received an email from the hotel manager several weeks latter apologies for not advising of the delayed opening stating there had been communication issues . Rather than reaching out to me and ensuring the Marriott reputation remained , there was simply no empathy whatsoever, in fact rudeness and flippant ignorance was evident . A dire reflection on Bonvoy management and the Marriott senior management team .

Avid this company at all costs
We have had numerous issues
Booked a so called 5 star adult only luxurious hotel in barbados, turned out to be a scam as kids everywhere hotel partly closed for refurbishment etc
Then recently they took a lot of money from my credit card plus USA exchange rates for a hotel booking I never even made, they claim purchased non refundable points
Scammers is all i can say.
Then the appaling robot customer
service communication is a challenge and so frustrating AVOID AVOID
AVOID AVOID AVOID

Used to be good but something has fallen apart since COVID. Processes, points tracking, quality of properties, no transparency and hidden fees, ineffectual (and oftentimes just rude) customer service - pretty much making the entire program “pointless.”

Marriott rewards member since the early eighties, now Titanium Elite for Life and treated like a peasant.
The crappy Bonvoy app initially showed correct res, then the next day it was gone! So I called the Titanium Elite line, what a JOKE!
1. The initial contact was not well trained, not very friendly/warm, and did not seem to understand the situation.
2. She passed me up to a supposed supervisor who immediately asked me for all of my same information and to repeat the entire issue when this should have been passed along before the connection was even made!
3. She was very difficult to understand, not very friendly, didn’t correctly record the detailed information I gave her when representing it to the hotel, and did not explain very well what would happen next. That is why I asked for an escalation, not because the hotel forgot to forward my member number.

A day later they added 20k to my account (which is practically useless for any stay).

Marriott leadership appears to be taking the cheap and easy route of farming out their once excellent Elite level service to 3rd party, contracted, off-shore CS companies. Where is the warmth, friendliness, extra effort, and care that I’ve experienced for decades with being a Marriott Elite customer???

This type of short-term/quarterly results focused thinking from the C-suite is what is bringing down once great companies like Boeing, Sonos, Delta Air, and so many more.

Until Marriott returns to providing excellent and exceptional (and easy to understand) Elite Customer Service, we will look to other providers from our travel and lodging needs.

And worse there is now NO WAY to escalate this to the
senior management team. All complaints stay withing the silo of the 3rd party, outsourced CS companies! Marriott going the way of so many customer hating companies fast! Arne must be spinning in has grave!

One of the worst program ever
I was Platinum in SPG and the program was fantastic: free breakfast, no problem in accrediting points, loyalty gifts etc...
since it got acquired by Marriott, I literally hate this program. They removed all the perks (free breakfast,etc...) downgraded my platinum for life status to Gold, and they find all the possible excuses to reduce the amount of loyalty points... I'm just waiting once all the points I have will finish and then i will switch to Hyatt and Hilton... that are by far better program than this

Marriott Bonvoy Customer Service is anything but service. Attitude , will not listen to the problem. Have tried for months. Marriott Bonvoy cannot seem to spell my name correctly so I can never log in online. Quit using Marriott. Switched to Hilton where customer service actually cares about keeping their loyalty customers. Have been part of Marriott Rewards for over 20 years. Then this Bonoy stuff and it's gone to the dogs. The customer service reps act like they are the supreme beings. Ask every stupid question imaginable about my past phone numbers 10 years ago and exactly what date I last stayed in a Marriott even though I have been in likely 30 hotel stays since last Marriott which I had to do on phone with hotel since can't book online. The customer non-service agent said well if you can't remember the exact date of your last Marriott stay I can't help you. I knew it was mid July that's it. I at least got someone two months ago to confirm my Marriott number still valid which have used more than 20 years. So since my first and last (American) Irish name are not spelled typically how they sound, I know that is the problem by deduction & why I can't ever do anything online.
So if I can't answer exact dates of last stay 4 months ago, & the cell phone number before the one I have been using past 15 years plus, then they won't help.
I have begged them to just check spelling of my name, and started spelling my first name yet on two different calls last night, the customer service self-annointed "supreme beings" with Bonvoy Marriott alleged 'customer service' on the toll free number, said if you can't answer the correct phone number you had 17 years ago and can't give exact date of last stay (I knew what property/what city and generally time of correct month) but when traveling so much it all jumbles) then they can't help me.

Asked again if they could just check if MY NAME is Spelled Correctly. No. Cannot do that. What a waste of my time after 7 calls over 2 months. Wanted to stay at a Marriott for a trial I have coming up (I am pro bono children's rights and disability rights attorney) but have opted for Hilton. The mistake I made was getting a Marriott Bonvoy credit card. Cutting it up. When Marriott "customer service" on phone repeatedly refuses to assist with simple task helping me check if Marriott has my name spelled correctly, after my Marriott rewards number checked out & my email address checked out & my home address checked out, can't in good conscience continue with this time-consuming STUPIDITY ARROGANCE and ATTITUDE from those on phone tasked with ASSISTING the loyalty members!

Crap website. Times out or has errors. Just trying to give you money for a place to stay. I thought that’s what you did! Disappointed golden elite member here

Beware of the very shape metal doorstops in front of the closets at Denver Gateway Marriott. I sliced my toe on it and had to go to urgent care. The front desk supervisor promised to pay for the urgent care visit but did not. Honesty and integrity matter.

An absolutely obnoxious experience. Supervisor was total inane, unprofessional and rude. She spoke down to me as if I was taking her valuable time. She did not listen nor was capable of listening. Stay away.

I lost over 40,000 points, after being a Marriott member for several years. Their policy states you need activity every 24 months. I had my hotel stay paid for by a company in July, 2023. My prior stay at a Marriott must have been about a year earlier. Upon staying at another Marriott in August, 2024 I was informed I had no bonvoy points. Researching what happened, asking if I provided bar/restaurant bills I paid while in the hotel (in July, 2023) to reinstate my points I was informed, "No, because the stay was not within the past 12 months we cannot allow you to challenge/get credit for your spend/points." I asked, "How was I supposed to know my prior stay wasn't receiving points and my customer number wasn't used?" Their reply was that the Bonvoy statement shares when points expire. Who gets a Bonvoy statement periodically? I don't! Why didn't someone alert me, as most companies do, that my hard-earned points were about to expire over a year ago? I will be avoiding Marriott hotels moving forward. To consciously attempt to garner/save points over a couple decades of business travel and have them expire because someone didn't enter my number upon my check in and/or having my hotel stay paid for by a company is ridiculous!

This company has gotten so low they scam people for their money. During a reservation, they said it will cost a certain amount of money and some points. So I reserved it, later the next day I see purchase on my credit card and when I linked it, it was for points. This extra purchase for points and money was not mentioned in the reservation. Everything happened on the back end and I didn't even get a receipt for these supposed purchased points. I talked to them about and all they said was points are not refundable. I either take it or leave your account blocked forever. Stay away!!!

I’ve had this loyalty app and scheme for a few years. I have just written to Marriott Bovey to cancel it, and to confirm to me that all my personal data has been deleted. It has been a waste of time. I always submit my account number, remind receptionists on checking in, but usually either (a) the points and stay do not show on the app, or (b) disappear soon after appearing

I have no issues with the properties. My issue is with the rewards program. After EVERY SINGLE stay, the stay "goes missing' from the app. Then I do not get the points or credits towards the night's stay. I am always chasing this down and have to report the missing stay 10 days after the stay. Wonder how many people this happens to, who do not regularly check if you were awarded the points and nights stay earned.