marriottbonvoy.comReviews of marriottbonvoy.com

I have been trying to make a reservation for the past hour. The representatives disconnect calls, place you on hold for long times, and others have no clue. This us why I went to IHG years ago. I have a function at Marriott Sand Key, Clearwater Florida, but I cannot seem to make the reservation. This is horrible customer service!!!!!!

Was Silver Elite & stayed in Marriott exclusively until my points were erased. Spoke with customer support when setting up BONVOY for details which included 7 years before points would expire. In 2024, I was 3 nights from Gold Member. (Remember: Covid = no travel) Points taken to zero. Called support and told points exp in 3 years. No warning or email. No incentives through BONVOY Marriott

Well i hope i have enough room to say it all, i stay 3 weeks of every month in the Marriot Courtyard in Kalamazoo, same hotel every month, If you want hospitality don't come here, firstly there is one particular person who make my stay here utterly miserable and nearly all my issues and problems come from him alone, i get a bit of a discount as im staying there 3 weeks every month, usually its $159 per night , i get $10 off, i get no breakfast for this which the other hotels all do, so not good there, you will not get a cooked breakfast on a Saturday or a Sunday, only during the week will they cook eggs, bacon, sausage etc, so i never get a cooked breakfast at the weekend when i want it and im on days off, there is no chef to do it in the whole hotel, The washing machine and the drier have both been broken for the last 4 months and still not repaired, i had to go to the Hilton next door to do my washing last trip i was here, i assumed it was working this Saturday and went to reception to ask for quarters to do my wash as the door to the Laundry was open, i had a 20 dollar bill and asked for change, they had quarters but could not give me any as they could not change a $20 dollar bill, i went to the Hilton next door for change and it was no problem at all, as the drier is broken i asked once again for the reception dry my Jeans only, they came back Again as usual all rolled up in a ball, i asked if they could at least fold them not a chance the young male receptionist said once again, not nice getting clothes like this all rolled up, what a mess, yesterday afternoon my toilet backed up, i asked the young man on reception if he could get it fixed at 5:45, he said he would send someone up, that never happened, so at 8:30 i went down and asked if it was getting done, he had forgotten and said he would come and fix it, when he came to my room he wanted me to do it, i flat refused so he took off without anything being done, im using the toilet in the lobby in the hotel at the moment, i get as far as i am concerned absolutely nothing at this hotel, there is no real benefit from staying in this particular Marriot, bad attitude and could not care less, i went to get a free bottle of water yesterday being a Titanium member, boy did i get grief from that same Male receptionist once again, everyone else lets me take the occasional bottle for free, this guy in front of someone about to check in yesterday gave me the 3rd degree lecture, this is the ONLY perk have at this hotel, there is no other benefit, None, Zip, Nada, i have in all my years of using Marriot never seen bad hospitality like this and i travel year in and year out spending most of my life in Marriot hotels, do yourself a favour and never ever use the Marriot courtyard in Kalamazoo, even the Marriot Fairfield on Sprinkler will give you a cooked breakfast 7 days a week, i have had other hassles at this hotel but i think this should be enough for anyone with half a brain to avoid this particular hotel

Marriott rewards member since the early eighties, now Titanium Elite for Life and treated like a peasant. The crappy Bonvoy app initially showed correct res, then the next day it was gone! So I called the Titanium Elite line, what a JOKE! 1. The initial contact was not well trained, not very friendly/warm, and did not seem to understand the situation. 2. She passed me up to a supposed supervisor who immediately asked me for all of my same information and to repeat the entire issue when this should have been passed along before the connection was even made! 3. She was very difficult to understand, not very friendly, didn’t correctly record the detailed information I gave her when representing it to the hotel, and did not explain very well what would happen next. That is why I asked for an escalation, not because the hotel forgot to forward my member number. A day later they added 20k to my account (which is practically useless for any stay). Marriott leadership appears to be taking the cheap and easy route of farming out their once excellent Elite level service to 3rd party, contracted, off-shore CS companies. Where is the warmth, friendliness, extra effort, and care that I’ve experienced for decades with being a Marriott Elite customer??? This type of short-term/quarterly results focused thinking from the C-suite is what is bringing down once great companies like Boeing, Sonos, Delta Air, and so many more. Until Marriott returns to providing excellent and exceptional (and easy to understand) Elite Customer Service, we will look to other providers from our travel and lodging needs. And worse there is now NO WAY to escalate this to the senior management team. All complaints stay withing the silo of the 3rd party, outsourced CS companies! Marriott going the way of so many customer hating companies fast! Arne must be spinning in has grave!

I have no issues with the properties. My issue is with the rewards program. After EVERY SINGLE stay, the stay "goes missing' from the app. Then I do not get the points or credits towards the night's stay. I am always chasing this down and have to report the missing stay 10 days after the stay. Wonder how many people this happens to, who do not regularly check if you were awarded the points and nights stay earned.

The app doesn't work and keeps logging me out. Would not accept my password - forcing me to reset it but does not accept my credentials either (name, email and country) to reset. Constantly forced to call guest services to get it reset. No follow up on issues with the app. Customer service (first point of contact when calling to their hotlines are generally good and helpful. Customer loyalty services people are not. Decided to close my account because the personnel was condencending and clearly had no intention of helping solve any queries. 2 stars: 1 for the helpful customer service people 1 experience with the hotel themselves and the people that coordinated our stays/experience Missing stars due to: 1 - non functional app 2 - lack of follow up and resolution to issues brought up 3 - rude bonvoy loyalty customer care service experience

In august 2023 I joined Bonvoy to take advantage of the 3 free days after expending $3000 in first three months. Me, ANA SIQUEIRA and my husband LUIS DURAN, opened a Chase Visa account, and spent over $5000 on this card. Our points and our 3 free nights (150000 pts) were never deposited in our own account. Instead, they made a mess and apparently is my father in law who lives in Brazil, AND IS NOT A CHASE CARDMEMBER IN OUR ACCOUNT. He is getting our points and MARRIOTT NEEDS TO CALL US IF THEY NEED MORE DETAILS. They don't want to credit my 3 nights and our points to our account. We had been on the phone several hours with more that 6 agents and supervisors from Marriott and from Chase, and none is willing to fix the problem AND CREDIT THE RIGHT ACCOUNT. (CASE # 529727175)- UNRESOLVED! We are genuinely worried with the unwillingness from BonVoy to fix this issue immediately. My father is willing to help us. Marriot needs to contact him in Brazil. AFTER 5 MONTHS, THEY FINALLY FIXED THE MISTAKE AND GAVE US THE POINTS AND REWARDS. HAPPY VALENTINE'S DAY!

They ran out of blankets last night (somehow), then managed to clean our room without noticing that we didn't have a blanket even though they had multiple. Overall, room service is pretty brain imploding, but the people at the front desk are pretty nice. They also have complimentary breakfast which is suprisingly tasty, considering its hotel food. Note: This is my experience at the Santa Fe branch, so this may not apply to the other locations.