marriottbonvoy.comReviews of marriottbonvoy.com

I booked a stay at Townplace Suites by Marriott in Charlotte- Fort Mill SC. Little did I know that there are two identically named hotels both in Fort Mill. The one I called quoted a $30 rate for a pet overnight. When I arrived I was told that I must have called the wrong one, as their pet fee was $150 dollars- more than the cost of the room. I had no other choice than to pay the fee. The room now cost me $270 for one night. One would expect a nice room for that price. The TV had a completely blue cast- I was told that all the TVs were old, so there was nothing they could do. The sofa bed for my daughter was so worn that she felt like she was sleeping in a hole.. Finally, the most ironic thing was the sofa was filthy with stains. It’s like they charge a $150 cleaning fee, but then never actually clean! Just awful! Very disappointed in what I thought would be a nice place.

IVR and customer service awful. Can't help me add a second name to a reservation so she can check in first. This should just be on the website in the first place. Why choose Marriott if it's so difficult to make/modify a reservation.

⭐ 1 STAR – DISGRACEFUL FALSE CHARGES & WRONG CARD DETAILS Absolutely appalled with our experience after staying at Garamond, Krakow. We returned home to an email accusing us of excessive minibar use and cigarette smoking in the room — both of which are completely inaccurate. Firstly, we do NOT even own the type of credit card they claim to have charged. That alone raises serious concerns about their billing systems and data handling. Secondly, the minibar list is wildly exaggerated. Yes, we had a couple of drinks — but the invoice includes items we did NOT consume (Red Bulls, multiple spirits, duplicate soft drinks etc.). It looks like a generic bulk charge rather than an accurate room check. Thirdly, we were specifically careful about smoking. I personally left the hotel multiple times to smoke outside. Reception staff can confirm this. To be accused after the fact feels insulting and dishonest. We had a lovely stay in Krakow, but to come home to a 642 PLN bill full of inaccuracies and accusations has completely ruined the experience. This feels like opportunistic charging once guests have left the country. Very disappointed. I would strongly advise future guests to: • Photograph the minibar on arrival • Keep all receipts • Check your card details carefully We expect this to be corrected immediately.

After 19 years as a loyal Marriott Bonvoy member, I was devastated to lose my 2 million points that expired in May 2025 without warning. Today, 2 March 2026, I called to request reinstatement using my existing points instead of paying for a one-night stay. The duty manager was subtly and passively rude and impatient, repeatedly using phrases like “I repeat that…” in a dismissive tone. She claimed she had no higher-up to escalate to, then promised Customer Service Manager Chris would call me back. I waited 35 minutes with no response. When I called again, she answered with the same unhelpful attitude. Another duty manager, Jeremy, but offered no resolution. At this point, no one has called me yet. This poor service from Marriott Bonvoy and Marriott Asia Pacific (claiming that they are separate entities) is unacceptable, I urge them to reinstate my points, allow points redemption for reinstatement, and send clear 3-month expiry reminders to prevent this for loyal members. My past years experience with Marriott has been disheartening. @MarriottBonvoy @Marriott #MarriottBonvoy #CustomerServiceFail

Marriott Bonvoy is the worst point system experience I’ve ever encountered. The quality of their hotels is also declining. Several times I have not received point for my stays, asked for points for horrible hotel experiences and promised them but not received and it is nearly impossible to accumulate a decent number of points anymore. Shame on you Marriott.

To all reviewers and I honest to formally express my dissatisfaction regarding my recent stay at CitizenM Miami from February 18 to February 20. Unfortunately, my experience fell significantly below the standards I expect as a Marriott Bonvoy member. Upon arrival on the first night, there was no complimentary bottle of water provided in the room. Additionally, there was no iron available in the room. When I went to use the shared ironing facility, I found that the only electric iron device available was broken and unsafe to use. I contacted the reception desk from Room 512 to request assistance. The staff member who answered responded in an unhappy and dismissive tone and informed me that someone would come to the 5th floor to assist. However, no one arrived after 20 minutes. When I called again, a staff member eventually arrived after an additional 10 minutes, again displaying an unprofessional attitude, and was unable to resolve the issue with the iron. Overall, I was extremely disappointed with both the service quality and the staff’s attitude throughout my stay. The lack of basic amenities, delayed assistance, and unprofessional behavior made my stay uncomfortable and frustrating. I was there for the educational conference hosted by Miami Dade Community College. I would strongly not to recommend this hotel for any professional, educators and administrators and families to stay at the CitizenM Miami. Sincerely, ZK

Card is terrible don’t get

The points and free stays use a formula likely created by loan sharks and numbers runners. The name Marriott used to be impressive, but not anymore. You're lucky when you get a customer service agent who is knowledgeable, and it's clear they don't want customers to call. Avoid this one. Find a better hotel system. I will.