marriottbonvoy.comReviews of marriottbonvoy.com

Manny at Marriot Bonvoy customer service, who claims to be a supervisor, was extremely rude, condescending, and unhelpful when I called. Imagine going on a road trip with your family for 10 hours, deciding to stay at a Marriott hotel, the hotel not having running water or wifi for your overnight stay, then being given points you can't use. I called asking for assistance on trying to book a room after another 10 hours of driving and told I could not use my points due to the account being new. But when given the points it was because they knew we were on the road and what our next stop would be. Misunderstanding or not, I asked Manny for help, even asking if the points could be removed and I be given a credit instead to use at my next stop. The attitude, the feeling of being rushed, and just the lack of care because surely what we were going through ultimately doesn't affect him, left such a terrible impression. For Marriott to want to offer upscale services like this, their care team is trash. Do not bother signing up.

Customer service is total rubbish. They do everything to prevent you from getting any discounts and bonuses you are entitled to, making up problems and forcing you to go through endless rounds of meaningless discussions which solve nothing.

Even being able to reset a password is impossible with this lot. I tried to do this and got the following reply "Your online password is: " Yup totally blank to impossible to use................

So weak that there's no Marriott Bonvoy review site on Google...??? Corruption??? Collusion??? Ineptitude on both ends??? Sad... Google just wants more of your money, so they take money from Marriott so as not to have a Google Reviews page for the late J.W. Marriott's catastrophe of a company since he passed? So friggin sad. Marriott did $26 BILLION in sales in 2025. They cant hire someone to man the phones? I waited on hold for 20+ minutes, until the Internet told me how to pay with points online; the Marriott website was in no way intuitive as to how to get there. Wait, they only did $26 B in sales last year; that's probably an unfair comment, no? Hate to think that i'll sever ties with John Willard's old company, but times they are a changing. Marriott just wants your money, but wont provide customer service. So friggin sad. Go with a better chain that provides better service, and that doesnt want your money without providing service.

As a Marriott Bonvoy Titanium Elite member, I expected a lot more from my stay at SpringHill Suites Anchorage (July 30–August 7). During my eight-day stay, I had to change rooms four separate times — rooms without working heat, rooms that had run out of basic amenities like shampoo and soap, and a shower curtain too short to keep water in the tub, which left me cleaning water off the bathroom floor myself. As a Titanium Elite member who expected a guaranteed room, I was also told to check out on August 7, adding to an already frustrating experience. On top of that, there's an unresolved billing issue weeks later. The hotel charged and received approximately $4,365 for my stay, yet four separate pending authorization holds totaling roughly $4,400 are still tying up my credit. I've been told by multiple representatives — both from the hotel and my card company — conflicting stories about whether these holds were ever released. They haven't been. What happened to the guaranteed room benefit and the customer service standard that's supposed to come with Titanium Elite status? Between the repeated room problems, having to clean up water myself, and weeks of unresolved billing issues, this stay fell far below what I've come to expect from Marriott. @Marriott @SpringHill Suites, I'd appreciate an actual resolution.

Gross Service Failure, Xenophobic Harassment, and Total Leadership Vacuum We stayed at The Serangoon House (A Tribute Portfolio Hotel) over a peak weekend from 25–27 July 2026 as Marriott Bonvoy Elite members. What should have been a premium boutique experience devolved into a severe operational failure, public humiliation, and targeted harassment of my wife -- who is a Senior Corporate Board Director in Audit, Compliance, and Governance. Upon our written complaint to Marriott Bonvoy, the hotel’s corporate team has since reversed our transaction points and confirmed the manager’s sudden exit, but future travelers must be aware of the severe operational and behavioral defects at this property: 1. The Catalytic Event & Staff Subversion (B1 GupShup Lounge). During the evening cocktail service on 26 July, my wife raised a legitimate quality complaint regarding a severely diluted, ice-heavy Gin & Tonic. Assistant Manager Dave Sundra chose to aggressively confront my wife creating unpleasant situation thus causing an unprofessional scene. He used this minor beverage replacement request as a pretext to launch a coordinated public attack against us. 2. Hostile Managerial Harassment & Public Safety Incitement Assistant Manager Dave Sundra, along with a heavily intoxicated Caucasian patron, physically surrounded our table. Sundra proceeded to march table-to-table to loudly mocking my wife, pointing fingers and claiming to other onlooker patrons that she was "rude" to cover up his own staff’s service failures. This public spectacle successfully incited adjacent regional Indian guests to jump into the fray without context. Throughout his temper tantrum, Dave Sundra was actively begging other patrons to give him positive Google reviews to mask his nasty behaviour. 3. Direct Xenophobic Verbal Assault While screaming at my wife in my presence and ordering us to exit the lounge, Assistant Manager Dave Sundra threw standard hospitality ethics completely out the window, hurling explicit verbal slurs including:“This is my country; she(my wife) has no place whatsoever in Singapore…”(Utilizing national identity to execute direct xenophobic discrimination). Falsely claiming status to intimidate us, shouting that he is the "part-owner of the property" and telling us we are "never welcomed to this hotel again." Aggressively throwing a fork onto our table and yelling at my wife to use it when she politely requested a spoon. Admitting to targeted surveillance, stating he had been "observing my wife ever since our arrival on 25 July." 4. Independent Staff Confirmation The factual basis of this incident was witnessed directly by an internal hotel staff members, namely one waiter Vimal. Immediately following the event, the remaining lounge crew and front office staff approached us privately to offer profound apologies. They explicitly admitted that the drunk individual that Dave Sundra had partnered with, to attack my wife was a non-compliant "freeloader" routinely exploiting the hors d’oeuvres service, proving management actively prioritizes disruptive entities over Elite loyalty members. 5. Total Operational and Executive Vacuum When we immediately went to the front office to demand an audience with the General Manager, we discovered a shocking corporate failure: the property's GM had abruptly resigned exactly one day prior to our arrival (Friday, 24 July). The hotel was operating over a peak weekend with zero executive oversight, a complete leadership vacuum, and no focal person in charge, allowing an unvetted, erratic assistant manager to run the venue like a personal fiefdom. We evacuated the property the next morning to seek a safer environment ie another hotel but on Orchard Road when we have completely lost our trust on Marriott Bonvoy Elite Members security! 6. Structural & Asset Defects Beyond the toxic service culture, the physical asset fails basic hospitality standards: (I) Severe Fire Hazard; (II) Substandard Amenities. Marriott Corporate’s customer care team has attempted to close this file internally, but a transaction reversal does not rectify the severe psychological distress and public defamation of character engineered by their front-facing representatives(mainly Dave Sundra). We are sharing this publicly to ensure global corporate travelers and regional elites are aware of the systemic risks at this location. Please take note and be mindful!

I have been a Bonvoy member for over 20 years and was given the wrong information from their customer service rep telling me booking through a 3rd party vendor would allow me my points and nights. I asked 3 times and cancelled by reservation done through Marriott and booked through a 3rd party vendor. I was also told at the hotel I would also recieve my points. Of course, after my 7 night stay they reversed their comittment and I was not given my 7 nights. I've tried working through customer service, but they will not honor my 7 nights. I have emails showing my initial booking and cancellation by Bonvoy. A huge corporation like Bonvoy and they won't take responsibility and honor my nights. Is this who we want to do business with?

I want to be as specific and thorough as possible. My husband and I stayed with our dog at The Element by Marriott Hotel at Doral, Fl last week for 5 days/4 nights. The hotel is old, only one elevator working, breakfast was far from being a reasonable continental breakfast, rooms are very comfortable but need upgrades and on top of that, we were charged $150 for our service dog. Let me say this, my dog is a genuine, well behaved, extremely trained dog. He has his own bed, he does not go potty on pads or anything else but outside and he does not climb on sofas or beds. Being this said, I understand the impact any dog has in a room, however we were NEVER informed about this charge. If I knew about this, it would have been my decision to book this room or to look for another hotel, but this information was not advertised. The only reason we choose this hotel is because it's location and because it's a Marriott hotel, which we always use for points as we have the Marriott credit card. We also love our Marriott hotels. Last time we were in Miami we used the Loft Hotel (just behind the Element). The stay at the Loft was excellent but it doesn't belong to Marriot so we decided for this one. The Loft was amazing overall. They were great with our dog, the hotel was well maintained and clean, breakfast was reasonable (for a free continental breakfast) and rooms were comfortable. We should NEVER had changed hotels! As Marriott lovers and users we will NEVER EVER stay at an Element hotel again, and we DO NOT recommend this hotel!