We have been with Marriot Bonvoy (formerly Starwood) for 18 years and never had any real issues until 7/2/24 when I made a reservation with Marriott Bonvoy cust service rep Nancy.
I used Marriott Bonyoy points and there are always fees and taxes that are usually charged at checkout. Nancy told me that now the fees are charged up front at the time of the reservation and if we cancelled the reservation within the time frame to cancel that our card will be creditied in full. Nancy told me the charge would show up from US Travels on my Am Ex statement. I had no reason not to trust her as she was a Cust. Service Rep for Marriott Bonvoy right??
We had to end up cancelling the reservation (way before the last date to be cancelled) and my points were refunded but not the $412 charge to my Am Ex. When we called to question Marriot Bonvoy said they never charged our card and have no record of a charge and that they are NOT affiliated with US Travels. Shockingly they DID NOT seem the slightest bit concerned that an employee that works for Marriott Customer Service is running a scam through US Travels and charging thier customers fraudulent charges. I spent 2 days going back and forth with Marriott Bonvoy and Am Ex getting no help at all from either party. The number for US Travels on my CC statement of course no one answers that number.
You cannot trust ANYONE anymore.
GM
Gabriel M.
Avoid Four Points and all Marriott properties!
Four Points by Sheraton San Diego Downtown Little Italy
According to Marriott, property has been closed since 1/15/24.
I booked a reservation in November 2024 for 1/30/25 - 2/2/25 and just today 1/21/25 found out the hotel is closed. No one called, text, or emailed me of this closure and cancellation of my reservation.
I contacted Marriott customer service directly who was not helpful at all or apologetic for the lack of communication of my reservation being canceled and the hotel closing. They only offered to rebook me at a different hotel for TWICE the rate I originally paid for. They refused to honor the same price I paid for this hotel when I booked months ago in November.
Very unacceptable and poor customer service from Marriott. They have officially lost my business. Do not book with Four Points or any Marriott property they do not care about providing guests with good service.
Shame on you, Marriott!
LC
L. C.
Customer Service is terrible
Customer Service is terrible. The team from India seems uneducated on the issues and unable to provide solutions. Requesting to speak with a manager only results in another team member responding, still without a resolution. Instead of trying to help, they focus on defending themselves. Additionally, they hang up before you can complete the survey, presumably to avoid negative feedback.
The rewards are not user-friendly in terms of utilization and tracking. I have held this credit card for 10 years and have never felt so disappointed. I am considering canceling it, as there are plenty of better offers available
AD
adel
Marriott Customer service is getting worst and worst
Marriott Customer service is getting worst and worst. Booked 2 rooms at Four point Makkah. 1 booking for 2 rooms for one night 16-17 dec and another booking for 2 rooms 17-22 dec. Marriott had a promotion book 2 rooms and get the second one 50% off, when I booked the 16-17 dec I saw that promotion, but when i book the promotion on my app I see both room at the regular rate, canceled and rebooked like 3 times but still do not see the 50% off. I called the customer service on 14 Dec 20:00 Montreal airport, and at first even the agent did not understand, but he read the promotion and explained to me that the rate will not show in my reservation, but it will be applied at checkin and I should tell the receptionist that, he said he added the notes to that booking and changed the rate himself. He also saw the 17-22 dec booking and TOLD ME NO WORRY ASK THE RECEPTIONIST AT CHECKIN AND THEY WILL APPLY THE DISCOUNT. I did ask the receptionist on arrival and he said all ok, on 17 dec I had to do checkout and checkin again because it was 2 reservations, and I asked gain and they said yes you have 2 rooms and the discount will apply at checkout. Guess what at check out I was charged full rate for both rooms. and since than emailing marriott and hotel(who ignored my emails like 7 times) and they all have the same answer, you did not book the promotion rate. I al telling them since I booked the promotion rate on the 14 dec (actually the agent did for me) thats mean I KNOW ABOUT THE PROMOTION, so just use logic...WHY WILL ANYONE DECLINE A 50% OFF AND KEEP THE FULL RATE ON HIS ROOM? WHY? JUST GIVE ME ONE LOGICAL REASON, Still the answer in our system it show that you booked the regular rate. WHAT HAPPENED TO THE 1-CUSTOMER IS ALWAYS RIGHT AND 2 IF THE CUSTOMER IS NOT RIGHT SEE 1? Really really disgusted with them, 7 years almost 400 nights and this is what I get for less than 200$ difference? To top that, I booked the second room not because i needed (i was with my daughter only) but to reach the 50 nights in 2024, i ended up with only 46 nights so no platinum, and when I saw that i have been credited with only 5 nights not 10, I contacted the missing night and I was told that unfortunately it will count for only one night and does not matter how many rooms you book at the same day even on different hotels you still get one night, ok I did not know this, and they can see that this is the first time I am booking 2 rooms in my 7 years, so since I had no idea, can you add them this time because i made all my calculation for 2024 including those 5 nights, and again, very bad customer service, sorry but it will not be fair to other members and see ya.... I do not where they moved their custoner service desks (have a good idea) but for the past 2 years IT SUCK big time, no more personal touch, no more going extra mile, all you here is the system said, the computer said, the rules said.... I had bookings for the world cup in june in the USA 2025 for 6 families, and I started moving my bookings to Agoda and booking different chain hotels, cheaper and even sometim litte more expensive but my system and my computer said...
TH
Tom H.
Marriott: where customer service goes to die
Nobody reads these.. but I’m so tired of horrific customer service when booking a hotel room using rewards .. it’s the worst . I do customer service for a living. If I ever treated my customers this way, I would have been out of business 40 years ago. They obviously do t wish you to use your rewards. Time to move on to another hotel chain and a different rewards credit card.
When they ask at the beginning if you wish to leave feedback at the end of the call and you say yes.. it doesn’t connect you to that feedback but hangs up instead.
Like I said, no one reads these, and Marriott simply doesn’t care about customer service. If they cared, my experience would have been different
AM
Amrish
Extremely dissatisfied and disappointed…
Extremely dissatisfied and disappointed with our recent experience with Marriott Bonvoy. Being a Platinum Elite member has no meaning for the hotels looks like. If you book a room and only your family travels, zero benefits are given to them and they are treated like third class citizens. No breakfast, or upgrades, given terrible rooms.
LS
Leah Seets A.
WHAT IS HAPPENING EITH MARRIOTT????
I have NO idea what’s going on at Marriott but dealing with them at every level is a nightmare!!! I am a Titanium Elite and a Platinum Lifetime Member…sick to death of the inferior hotels, poor customer service and crazy rules. It’s time to explore elsewhere! Chose an IHG hotel for next week…..keep it up Marriott!!!!
MA
Mark A.
Marriott Bonvoy as a loyalty program is a failure
Marriott Bonvoy as a loyalty program is a complete failure. After spending 116 nights in Marriott properties in 2024 and spending nearly $100K (only $10K was deemed “Qualifying spend”) in Marriott Hotels I was not elevated to their “Ambassador” level. Additionally, as. Titanium member I only received 2 upgraded rooms in 2024 and only received my free breakfast while traveling outside the US. I’m sure manny of you are thinking this is a first world issue, but I would rebut that if this is how one of their higher spending loyal customers is being treated, how are the Silver and Gold tier customers being treated? The only tangible benefit I get is the often insincere :Thank you for being a Titanium member”. Hilton and Hyatt make their members actually fell like they get some rewards. I’m typically upgraded at both companies properties.
