marriottbonvoy.comReviews of marriottbonvoy.com

Very bad bought points and a couple of years later they sent a note saying they were being expired

I have been a Platinum Elite member and have been a Gold/Platinum Elite for 10 years having stayed for more than 330 nights at different Marriott Bonvoy properties. I realized that my loyalty is not rewarded with a senior staff hanging up my call, after I lodged a claim for missing points for my stay at Le Méridien Vienna and a complaint for poor service. They told me that because of their policy, they cannot give me the points for checking out of Le Méridien Vienna earlier (even though I paid for the full stay). I asked her to explain the logic for the policy and she hung up on me.

I was book this hotel I pay 2500£ for one week and they decide to give me a disable room with many issues,mattresses had smell at urine and was very use,and had gap in some part and very uncomfortable,shower didn’t work proper,clining was done proper and I ask refund for night left and 2 maneger and one receptionist assured me they will refund me and they apologies for inconvenience. I ask one lady was there manegere to come and check the state of the room and smell and all I complain about she say she will send someone but she didn’t,I ask why they didn’t give me the room I book and they say can offer me another room with city view and I didn’t want that and they assured me I will get refund for night was left from my holiday.. they never mention I will lose the money if I decide to go and in the morning I left the hotel same receptionist he apologise and say to wait my refund!!! Affter few days I try contact them to see what happand with my refund because they say will send thru Expedia,they didn’t replay and I hear from lastminute they decide don’t refund me. I feel scammed by this hotel and I really believe I try my best to fix this how long I was there.. shower wasn’t work properly and was many more issue with this hotel. The restaurant bring always cold food and all what is there is nothing a good holiday vibe! I never believe a hotel like Marriot can do scam like this because I use this hotel in Munich many times and there everything was ok.. I ask one of the manegere Alex if I need complet a form for refund and he say they don’t use form for refund but he assured me in short time I will have my money back.. i don’t say about clining they do just if u give a tips because they let rubbish always in the bin room. I don’t pay 2500£ for a week to spend this way I hope they will decide at the end to refund me if no I will post all over all the prove I have for people know what they pay

Marriott website DOES NOT WORK! Twice in the past 4 weeks I have had a missing stay and attempted to submit a missing stay request. Using 3 different browsers, complete the form, click 'SUBMIT" and NOTHING Happens! Also no place on the website to track a missing stay request that has been submitted (i.e. no way to confirm if its been submitted). And dont try to find an actual phone number to call for assistance. Its buried sooooo deep in the website, you'll need plenty of time to waste. I am Lifetime Titanium. There used to be a dedicated customer service number for advanced members. Now, nothing. Very disappointing.

I called Marriot Bonvoy a few days ago to update my account and to make reservations for September 2024 There was to be one room for my daughter (for one night), one for me and one for my husband for two nights. Unfortunately, there was a misunderstanding on the dates, and the bookings were made for July instead. I saw this (I don’t think it was my fault, but I may be wrong) and tried to call back but could not get through. I then saw a way to cancel online, which I then did. However, I did not realise there were three separate bookings and that they were not linked, so I, in error, only cancelled two instead of three. This was a confusing and frustrating experience. Since I realised that a booking was still in place (because I received another email from Marriott), I spent countless hours trying to get through to Marriott. Their published international support phone number needs to be fixed, as it does not work. I finally got through about an hour ago. The representative had no sympathy, kept repeating that it was a non-refundable reservation and did not listen to reason. Although she then tried to get to the hotel without success, and then said an appeal could be lodged. I don’t know if this was done. I then asked to speak to a supervisor. The reply was that the supervisor could do nothing. Customer service 101: Never say that to a customer—it is like a red rag to a bull. Finally, after I pushed, she agreed to connect me to a supervisor. I was put on hold for around 15 minutes. The supervisor came on. She was equally unhelpful—indeed, she was aggressive and again kept repeating the company line. I then asked her (as a matter of interest) if I could change the name on the reservation, thinking perhaps I could give a homeless person a night’s stay. She replied that I could not change the name—that all three rooms were in my name. Well, of course, they were - I made the reservation. She said that even if my daughter showed up, she could not stay because the reservation was in my name! I cannot believe this is true. Of course, for my daughter to use the room would be impossible because we cannot come to London until September – when our airline tickets are booked. I then asked for her name, and she said she had given it to me three times – I did not take note of it. She then repeatedly refused to provide me with her name. I now doubt if she was even a supervisor – and if she is, she needs some serious retraining. I think I was dealing with an overseas call centre because the quality of customer service was vastly different from what I received when I made the reservation. I cannot believe that a large company such as Marriott condones this behaviour (in this case, for a lousy £100!). I will never again book a non-cancellable reservation as a simple mistake seems to be met with complete intransigence from the company. Remember we are arguing about a cost of around £100 only. Even a credit voucher would have been fine. I admit I was angry and frustrated and was less polite than I normally am. Indeed, I was so angry when she said she was hanging up that I swore—not usually something I would ever do. In an email to them, I have apologised for that. Incidentally, my daughter and I stayed at a Marriot Courtyard in Oxford earlier this year – with no problems. If I don't get this money back, it's goodbye Marriott - which is foolish of them because my daughter will be living in the same area for 3 years going to college.

We had the worst experience booking our stay through Marriot Homes & Villas. We were booked to go to Yosemite and wildfires broke out and the county the house was situated in was ordered to evacuate. But the Homes and Villas customer service refused to help and their vendor Vacasa Homes also refused to refund. They kept telling us the house was not in the fire zone yet. Which is ridiculous because no one would wait for it to get into the fire zone. This was completely inhuman and shows how large organizations can be so greedy for your money that they refused to do anything about it. We have been Marriott members for decades and always stay at Marriott properties. We will never be using Marriott Homes and Villas unless this issue was corrected. I might as well take my business to Air BnB which is more customer focused. The worst customer service and experience ever. I am shocked at the greed and inhuman nature of these people even after telling them we couldn't be there in the smog situation due to health reasons.

Bad customer care. You have to call them again and again for missing stays.

The app doesn't work! I tried going to the full web site and the dates of the attempted reservation kept defaulting to tomorrow and the following day. Then, the price increased and it still kept defaulting back to the wrong days when I clicked to make the reservation. I called customer service. I was transferred three times, then connected to an automated system. Marriott is a global embarrassment. Another example of a US company that doesn't give a damn about customers! Keep away from Marriott properties! It's the same corporate management --- incompetent! Children could do a better job than these imbeciles. I have more than 1/2 million points and cringe at the thought of trying to arrange to stay at a Marriott property. No more!