marriottbonvoy.comReviews of marriottbonvoy.com

Usually Marriott is incredible. It’s the reason I use them and only them. However their customer service has really declined. Today I experienced someone so rude I couldn’t believe it was Marriott. I was looking for some help and the representative told me he couldn’t help me, so I asked to speak to his manager. Which the first representative was very kind and transferred me and said I hope my manager can help you. The manager gets on the phone and immediately accuses me of yelling and screaming at his employee. I told him to go listen to the recording as that did not happen he then threatened me that if I start yelling and screaming at him he would hang up. I said I’m just looking for help I’m not going to yell and scream. He then started arguing with me telling me I already had with his employee… I have no idea what has happened to Marriott but it is no longer the spirit of service it once was. I’m so disappointed in how I was treated.

We made 3 separate requests for more towels because our shower flooded half of the bathroom every time we used it. Did not receive new towels until the 3rd request. Also, asked for more coffee supplies twice. This request was also ignored. Lastly, the front desk insisted that we’d booked only one night when we’d booked two which we had a receipt for.

I am a Lifetime Platinum elite Marriott Bonvoy member, with more than 1100 nights. It is almost impossible to use your nightly upgrade awards you get as a benefit. In fact, the last few hotels I have reserved all it is showing is the same room I have pretty much just maybe a higher floor. No suites. It has been years since I was able to use them. Definitely, a huge drop in benefits. Very frustrating. No wonder they have such a low score on TrustPilot.

I had work being done at my home and I had to vacate because of possible fumes. I was in the hotel room for less than two hours and I found out it was safe to go back to my house. I asked the Front desk if I could have a refund and he said he would have to call his manager and let me know. He sent me a text within 30 minutes that told me they could not refund my room( $300) because they didn’t have a maid on site that could clean my room. I could’ve straightened up my room. It was barely used. Such poor customer service. Seems to only care about getting rooms filled and collecting money. They didn’t seem to care if I was happy or satisfied with my experience.

Last year I asked Marriott if I could receive elite night credits from my Canadian Business Bonvoy Card and my USA Personal Brilliant Card. The answer eas not clear in the posted terms and conditions. I was told yes I could receive elite night credits from both. This year I did not receive them. When I asked I was told I did not qualify due to the terms and conditions. When I asked a number of times for Marriott to reference the specific condition they could not. They then admitted it was an internal policy they were following. They claimed last year was an exception. When I read last years response to my question it did not mention any exception. Is it because I am not am American? Will definitely stay at more independant resorts and hotels from now on.

How is it that your customer service is so rude? I spoke with 2 agents today with the most attitude, "sighing" heavily when I ask questions. Just give me the rates of the hotel I'm asking for, and that should be it, right? No, it had to be so complicated. If I need a bonvoy account, and you say it has a discount, then go ahead and give me the pricing for that and the pricing for the regular rate. There has to be a better way to handle customers, and I'm really sure this is not it. 0 stars.

Joke of a chain. Terrible customer service. Laughable loyalty scheme.

The worst loyalty scheme in loyalty history! I stay at the hotel they won't give me points. I pay to stay at the hotel and because my flight is delayed and I don't check in I'm not allowed the points. They do anything they can not to reward you. Absolutely terrible. I will never stay at one of these hotels again unless work pay. Disgusted with this brand and judging by all others here they clearly don't care about the negative feedback.