marriottbonvoy.comReviews of marriottbonvoy.com

I am writing to express my extreme disappointment with my recent stay at Villa Nirwana, booked through Marriott Homes and Villas in May 2025. Our experience was far from the high standards that Marriott is known for, and I am deeply frustrated by the lack of response and resolution. Upon our arrival, the villa was in a deplorable state. The first thing we noticed was an overwhelming unpleasant smell, especially in the summer kitchen. The cleanliness of the property was appalling, with yellow-stained sheets, hairs on the bed, and no blankets provided. The kitchen facilities were in no better condition: the fridge had a terrible odor, the pots and pans were greasy, and the sandwich press was covered in grease. Additionally, the induction stove in the main kitchen was unusable with the provided pots and pans, while the second kitchen with a gas stove was filthy. The living and dining areas were equally disappointing, with dust webs and stained furniture. The bathrooms were in a truly unsanitary state, with dirty drawers, paper towels instead of toilet paper, and old hair in the yellowed shower stalls. The entire property smelled strongly when the water was turned on in the shower, making it almost unbearable to use. We even tried to avoid the bed and slept by the pool during the day as the living conditions were unacceptable. Despite multiple attempts to contact the property manager and the managing company, Agni Travel, no effective solution was provided. They sent a cleaner to change the bed sheets, but the larger issues, including the smell, cleanliness, and broken appliances, were ignored. Agni Travel dismissed the problems as "minor" and refused to make any meaningful improvements. Additionally, our attempts to resolve the issue with Marriott Homes and Villas were equally unhelpful. After spending over 90,000 points and \$200 on this disastrous experience, Marriott's response was a mere 16,000-point refund, which is completely insufficient given the severity of the situation. As a loyal customer of Marriott, I am deeply disappointed by the lack of accountability and support. This experience was not only frustrating but also a waste of time, money, and points. I request that Marriott take this matter seriously and offer a full refund for the \$200, as well as a more appropriate resolution for the disruption of our vacation. Given the poor handling of this situation, we no longer intend to book with Marriott in the future. I look forward to hearing back from you promptly.

I stayed at Royalton Antigua (Autograph Collection) as a Diamond Club guest, expecting a premium experience. Instead, I received: No $600 Diamond Club resort credit booklet, which was part of the package I paid for Minimal butler service, despite being added to a WhatsApp group that did not result in attentive or consistent service Long restaurant wait times, cold staff interactions, and poor overall hospitality To resolve this, the hotel claimed they issued a "goodwill" offer of 15,000 Marriott Bonvoy® points. However: I never accepted this offer I did not sign the waiver they asked me to The points were never deposited into my account Despite repeated follow-ups, both Royalton and Marriott Customer Care have refused to make things right, deferring responsibility and closing the case prematurely. The 15,000-point offer was generic, not based on the actual severity of the issues I faced. I later learned that other guests were offered the exact same compensation, despite having different complaints. After exhausting the normal customer service channels, I am now escalating the issue to Marriott Executive Customer Service and filing this complaint publicly so that others are aware of how little accountability exists when premium services are not delivered. I’m deeply disappointed by the lack of ownership from both Royalton and Marriott, and I do not feel this reflects the standards loyal Marriott Bonvoy members are promised.

Don’t buy there points! They advertise it as 40% BONUS points so I paid $1875. I then went to book a room and for the three nights it came up as $1830 or alternatively I could use 195,000 of my 210,000 points. So basically, the points add up to the same value if you pay in cash- they are refusing me a refund despite me pointing out to them and going on about how some nights are cheaper etc - the cost of the nights doesn’t mean anything which iv tried pointing out to them, regardless what dates you input or stay the point is that the points add up to the same cost you would pay in cash so you ain’t getting 40% extra MISLEADING and I’m doing a chargeback and reporting to relevant advertising agencies

Really unhappy with my Marriott Bonvoy experience. I'm a platinum Accor Member and recently decided to also start booking stays with Marriott to have more choice. First bookings at the Ritz Carlton were deleted from my account and they only credited me for two nights when in fact I stayed for 5 nights. I am currently at the Sheraton. We checked in on the 5th May for 6 nights, it was all booked on the Marriott app. I had a look at my account and realised that the booking has changed to 3 nights only. This is very strange as we checked in on the 5th and will check out on the 11th ....so the full 6 nights. I have also already paid at check in! Now on my account it shows the same reservation but only for a 3 night stay. Is this some scam by Marriott to stop people reaching elite status quickly and being able to use their benefits? Now I will need to spend hours trying to claim these missing nights. During the time it takes to claim these nights I will miss out on reaching the higher status and the ability to use my rewards. Horrible horrible membership....I will cancel my future Marriott bookings and go back to Accor. In addition Marriott choose to provide pepsi in their food establishments and no coke which is also annoying! The rooms at the Sheraton are shabby and old and the business lounge requires some updates. Also they should improve the food presentations. We have been here for 5 nights now. The evening canapes are put out at 6pm. When it's busy they run out by 7... sometimes before. Even though they say there will be food from 6-8 pm, when it runs out that's it! They do not replenishment it like all the other lounges I've been to. Don't bother with Marriott....the Bonvoy membership is a waste of time and the hotels are shabby! Join Accor instead. Finally the receptionist who checked us in, a lady with short blond hair was unwelcoming and cold. She told us the room was not ready. We sat nearby the reception in hope that she would call us. I went to ask again after an hour and she told us it was ready now. I'm sure the room had been ready for a while, she just couldn't be bothered to let us know! Customer satisfaction is not priority here.

Stayed at one of their hotels twice for work. Trying to access their internet agreement both times was absolutely awful. It kept sending me in a loop and would not allow me to enter information into all the fields. Will never stay at a Marriott again for a work trip.

Terribly company, don't book via these group. The other companies are better.

Tried multiple times to redeem points for shopping or convert them into airmiles. A code is supposed to be sent to my email address for ID verification purposes but the code is conveniently sent hours after the request so the page has timed out. As a consequence not able to use my points!! The problem is known as it has been reported in previous reviews. No help from the social media team. No connection to customer service despite keeping on hold for over 30 minutes on 3 different occasions over the past 2 weeks. Dissapointing and dishonest.

I have a Marriot Bon Voy AMEX. It is absolutely useless. They charge something like £90 annual fee. I used it once to pay for a vacation. They reduced balance from £7000 to much lower - £1400 when they thought I had transferred cash but I had paid for a training course; meaning I can't use it to book a holiday. Points build up so slowly it's not worth the hassle or fees. Additionally I booke d a room for y wife and her best friend in Edinburgh. Syste went down and they called e stressed and I was able to pay over the phone thankfully with any card except an AMEX! I raised a complaint today. CS worker was nice enough but had zero power to do anything, pointless call!