marriottbonvoy.comReviews of marriottbonvoy.com

am writing to express my profound dissatisfaction and to formally contest the charges applied to my stay. After receiving your response, it is clear that there has been a severe breach of trust and a direct misrepresentation of terms by your staff. I must be very clear: we have been victims of a bait-and-switch scheme. Misrepresentation of Costs: At check-in, we were explicitly told by your staff that the price for the new arrangement would be the same as our original booking. We relied on this verbal contract to proceed. Lack of Transparency: We were asked to swipe our cards without being shown the total amount on the terminal. This is an unacceptable business practice. Admission of Error: As soon as I saw the $1,980 charge on my Revolut app, I confronted the receptionist. She admitted it was a mistake and promised a full refund of the difference within 3 to 5 days. Unauthorized Service: We never requested two separate rooms. This was a solution proposed by your staff as a substitute for our original booking. Charging us for two rooms at a higher rate—after promising the original rate—constitutes an unauthorized and fraudulent charge. The fact that management now claims they "never agreed" to what their own front-desk staff promised is irrelevant to my position as a consumer. Your employees act as legal representatives of the hotel.

I made a booking for two nights stay under the same reservation with my points. The points required for both nights were exactly the same. I had to cancel one of the nights within the free cancellation period. The customer service agent revised my booking without informing that I would have to pay the current rate (additional 7,000 points) for the remaining one night. I stated that if I had made the booking for two nights under two separate reservations then I could have just cancelled one night without having to pay any additional points.. Both the agent and his supervisor were unprofessional and could not provide any resolution. During the call, though courteous, they spoke like robots and treated me like I was mentally challenged and flat out denied about their atrocious "company policy." Overall, the experience felt like members using their hard earned points are petty and taking advantage. For this and many times that I have stayed in their affiliated hotels with points redemption and was treated poorly, I genuinely cannot recommend anyone wanting to join this membership program. You are better off collecting other reward points instead.

Marriott Bonvoy program is horrible for these reasons: Cannot easily contact a live agent for support; it is, cumbersome and AI wants to answer all you questions and it cannot handle complex issues. 2. When you are able to get an agent; they are mad incompetent with answering even basic questions and if you want to contact the loyalty program, there is NO DIRECT number and you can only contact them through the basic number (must be transferred). I wanted 19 mins the last time I was transferred and the second time it was 27 mins (I left and came back and that tired hold music was still playing). In both cases NO ONE ever answered. So, in short, and there is much more but I do not want to keep typing; once they get you to join, the benefits are just mundane too; you cannot get help with your account if missing stays are not credited. The process of getting stays documents for credit is ridiculously detailed. You have to send a copy of the folio to them as they say they have no record of the stay themselves. I am just through. There are too many other hotel programs to chose from. They are too big to even care anymore. Beware!

Terrible experience, the guide did not show up on the time and meeting point . Of course ruined one day of our trip

The customer service is so bad.

Stayed at Colchester hotel in March 2026, the place was uninviting, we were charged £20 for checking in early & £8 day for parking. The hotel was cold throughout, housekeeping was restricted to every two days so you had to wash your own cups and glasses and ask for toilet rolls, milk & teabags. The restaurant and bar served tea in builders mugs with the teabag still, no spoon and nowhere to put the used teabag. Food was awful and the Indian offering was all micro waved, breakfast food was a buffet, poor quality ingredients, bacon was inedible, dried up scrambled egg was enough to make you feel sick. Service was very basic, mostly designed to keep staff number to a minimum. At £180 per day we expected so much more!

Paid a lot of money to stay here with our family to get a good nights rest before our flight and the convenience of being in terminal. No one told us at booking that there would be construction going on in the middle of the night. A workers truck alarm went off which woke my kids and I … then the noise of the construction all night also kept us up… and there was an alarm set for 5am I guess the staff forgot to check and reset it to make sure guests weren’t being woken up at a time they didn’t want to be woken up at. So much for our rest. We had tired and cranky kiddos and parents who barely slept all night.

Very disappointed after reaching Titanium Elite. After a whole year staying only at Marriot hotels I have find out that I can barely stay a night in a hotel using points. Also, many hotels don’t even honor the benefits. For instance in one hotel in Tampa, FL, they didn’t honor the late check out. I will not discuss, I will not say anything else, I will just go to a different loyalty program.