marriottbonvoy.comReviews of marriottbonvoy.com

I arrived at a location outside of Philadelphia and requested a room at 11pm. They couldn't do the reservation on their system so I was asked to do it online. I want directed that I needed to put the prior date so they canceled my reservation and I had to do another one. I was charged for both reservations. I was told that I would get refunded but never was. I contacted them multiple times and finally went through BBB for help. I supplied all the documents and emails and they continued to lie about everything. Their invoice didn't match payment, number of people or even the room. A group of people came in after me and that is where the mix up happened I believe. I never got refunded and they were very rude and unprofessional. Horrible company! I used that hotel service many times and I will no longer or any of my family. They tried to say I used a third party but I literally was in the building making the reservation. So instead of paying me back the $500 now they are losing thousands by me and my family no longer using their hotel for stays or banquet halls.

Terrible customer service. Very frustrating. Impossible to speak with a real live person. I will be taking my business elsewhere. Not worth all the frustration trying to resolve a mistake made by them. Not sure why they even have a reward program if they can't hire customer service people to help you.

Points cannot be redeemed Last year, I spent over $5,000 and earned 51,900 points. A few months ago, I attempted to redeem these points on the shopping site, but encountered repeated error messages. Despite contacting customer service multiple times—each labeled 1st Request, 2nd Request, and so forth—today marked my 8th and final attempt to redeem my points for a $50 item. Unfortunately, this has been an extremely disappointing experience. The customer service representatives consistently provide the same instructions: "clear your cookies, allow pop-ups, clear your cache," etc., but none of these solutions have worked. As a result, I have decided to cease using their services. Given the availability of many superior programs and the notable decline in Marriott's service, I will be taking my business elsewhere.

July 7, 2024 Wanted to update that I added 2 stars because Marriott ended up reviewing the call and realized that I had not been given my quoted rate. So, they sent me a $50 gift card. It came on the day I was due to check out. However, it would have been nice to have been provided good cusyomer service initially. The process is too hard. Original Review: I called the Marriott Bonvoy Customer Service to get help in modifying a reservation. I recorded the representative's name, date and time I called plus the rate quoted and contents of our conversation. I was informed to use the same reservation number and check the update within the hour. My reservation was not updated until the next morning in the app, but I called CS back immediately because my first rate, which was supposed to be unchanged was increased and my added night was more expensive than quoted. After speaking with a supervisor, I opened a case and was told the call would be reviewed and to expect an answer within 24-48 hours. If the findings were in my favor, (which I was 100% truthful), my rates would be adjusted. Well, 72 hours later, I had to call CS back and a new supervisor basically told me it would now take 5 business days (I leave for my trip in 4) to check the call because I was just requesting it (not true as I had given them a prior case number to followup) and that basically there was nothing supervisors could do. They even insinuated that I made the change online rather than the representative despite me providing a name, date and time of call, and being willing to send the call log from my phone. It feels like being a member of the program is useless. Customer service is going down just like many of their hotel chains. Your loyalty and committment to this chain does not matter, so don't be afraid to shop around and give your hardworking money to other chains that might be newer, renovated, and treat you better.

I have had difficulty using my earned points. First you can not call and get a person but I didn’t know my number so that was a thirty minute process. Then despite the manager at the property telling me they had plenty of availability when I called to book the room with my points (you have to use a different number) they kept trying to book me at a different property. They definitely think people are stupid and take advantage of them.

I’m a titanium member all out of my own pocket. Rewarded with 10 nights free upgrade. When I tried to use 3 of them was told nothing was available. What good is being a rewards member when they don’t honor promises. I see the room is available on their website

The Marriott Bonvoy rewards program is utterly without value or use, I wouldn't even waste the time to sign up as it's an investment you'll never get a return on. Given how crap the hotels generally are - aging beige monstrosities of a bygone era - you're better skipping altogether IMHO

I was looking to use my annual reward plus use some of my points. NOW they have stay and pay. You can use an exhoberbanent amount of points and pay a fee also. I actually could pay less per night at some of the locations by not using my points and just use a senior discount. I'm canceling my card