marriottbonvoy.comReviews of marriottbonvoy.com

Horrible experience with Marriott Bonvoy that I feel others should be aware of. I made a reservation using a Free Night Award at a Courtyard in San Diego for April 21. Out of nowhere, 44,000 points were deducted from my account. When I called to understand why, I was told that I had canceled my original reservation and then rebooked the same property minutes later using points. The problem? I never canceled anything, and I definitely didn’t make a second booking. I spent about 40 minutes on the phone with a supervisor, and the entire response was basically “the system shows you did it.” There was no real investigation, no accountability, and no effort to resolve what is clearly either a system error or unauthorized activity. Just a blanket statement shifting the blame onto me. To make things worse, during check-in, I was even told “I see you’re using your free night award,” which confirms that my original booking should have been intact. This experience has completely shaken my trust in the program. What’s the point of being loyal and earning points if they can just disappear based on what “the system says,” without any real support? Very disappointed in how this was handled, especially by the supervisor. I expected much better from a brand like Marriott.

Awful. This was a hotel previously in the Danish Zleep chain of hotels, but then taken over by Marriott Bonvoy. What a difference this has made. Helpful staff, but they seem unable to do anything. Basic and somewhat spartan room. Worst of all, the TV did not work, and in spite of me reporting it, was never fixed. I will not return.

We booked a trip to a Marriot property in Barbados Colony Club for March 2027 via Bookig.com. 10 nights in a junior suite for my daughter. Partner and 2 young children. Got an offer and confirmed. We simply needed to add an extra night at the start . A date change from 18th March to 17th. An easy opportunity for all. But it wasn't like that. First off we received a change to our entire trip adding about $4,000 to the stay. No communication or discussion. Just a confirmed non refundable booking. We have tried to talk sense to customer service at Booking.com and Marriot. Nobody seems to be able to get us back on track. The ref number via Booking.com is 572 910 7413 pin 5185. We just require the original booking to be honoured and an extra night. Is this too much to ask if Marriot Hotels?

Atrocious customer service agents who are probably under pressure just to fob people off in order to meet targets. Every time I reply to them I get through to another agent who says they understand my issue completely and then does nothing to help.

Bad experience of this hotel group today. Have stayed in the same one of their hotels 6-8 times recently. Today in error I booked a room for wrong night immediately tried to get a modification from hotel or trip.com. This was refused Then to cap it all the reception staff at the hotel rudely slammed the phone down on me I won’t use this group or their hotel ever again. Six- eight previous visits was plainly not enough for the hotel to be fair or even polite to me ! Got an unsatisfactory and smug response from trip.com and from the hotel group but anyway will never use either again .

Booked a luxury home across country for long term stay through Marriott Bonvoy, only to find the property managed by iTrip Annapolis. Marriott sold me trust; iTrip Annapolis delivered chaos. AI emails, zero accountability, and cancellation tricks by both that feel straight out of a scam handbook. Unprofessional, manipulative, and appalling. Book here only if you like stress and regret.

I called two days in advance of my check in date to cancel my reservation. My mother had a medical emergency and was admitted into the hospital, so I could not travel. I explained my situation for the cancellation and did not think I would have an issue moving forward. As a longtime customer, and rewards members, I was disappointed to be charged a fee of $184. To make matters worse, I felt dismissed and did not feel valued as a customer when I called to speak with customer service. The entire call felt very robotic and unempathetic. The Customer Care Escalation Dept. was connected on the line, at my request, and it got even worse. It was implied that I might be a "bad actor" and they need to verify that I told the rep why I needed to cancel. The other statement about this process being necessary or they "...wouldn't be Marriott" was so tone deaf. It sounded very arrogant, not professional. It's very unfortunate. I wish customer service could be what it used to be. There was a time when representatives valued customers and understood how to keep business thriving. This will affect my lodging decisions in the future.

had an AMAZING stay here only slight problem if I absolutely HAD to complain is there was only pork options for meat and wifi was ehhhh but even that is a reach. Stay was pleasant. My room was cleaned every day that I stayed. 10/10