marriottbonvoy.com Reviews 368

The hotels generally are good. However the Bonvoy scheme is worse than hopeless. I’ve tried for 2 years to access the account. They’ve investigated it twice, zero results. They literally have no idea how their own system works. Apparently because I first booked in China, I should have registered while in China. But I didn’t, so now I have an account linked to China and I can add this to reservations but can’t see the account. Absolutely hopeless.

Usually Marriott is incredible. It’s the reason I use them and only them. However their customer service has really declined. Today I experienced someone so rude I couldn’t believe it was Marriott. I was looking for some help and the representative told me he couldn’t help me, so I asked to speak to his manager. Which the first representative was very kind and transferred me and said I hope my manager can help you. The manager gets on the phone and immediately accuses me of yelling and screaming at his employee. I told him to go listen to the recording as that did not happen he then threatened me that if I start yelling and screaming at him he would hang up. I said I’m just looking for help I’m not going to yell and scream. He then started arguing with me telling me I already had with his employee… I have no idea what has happened to Marriott but it is no longer the spirit of service it once was. I’m so disappointed in how I was treated.

We made 3 separate requests for more towels because our shower flooded half of the bathroom every time we used it. Did not receive new towels until the 3rd request. Also, asked for more coffee supplies twice. This request was also ignored. Lastly, the front desk insisted that we’d booked only one night when we’d booked two which we had a receipt for.

I am a Lifetime Platinum elite Marriott Bonvoy member, with more than 1100 nights. It is almost impossible to use your nightly upgrade awards you get as a benefit. In fact, the last few hotels I have reserved all it is showing is the same room I have pretty much just maybe a higher floor. No suites. It has been years since I was able to use them. Definitely, a huge drop in benefits. Very frustrating. No wonder they have such a low score on TrustPilot.

I had work being done at my home and I had to vacate because of possible fumes. I was in the hotel room for less than two hours and I found out it was safe to go back to my house. I asked the Front desk if I could have a refund and he said he would have to call his manager and let me know. He sent me a text within 30 minutes that told me they could not refund my room( $300) because they didn’t have a maid on site that could clean my room. I could’ve straightened up my room. It was barely used. Such poor customer service. Seems to only care about getting rooms filled and collecting money. They didn’t seem to care if I was happy or satisfied with my experience.

Last year I asked Marriott if I could receive elite night credits from my Canadian Business Bonvoy Card and my USA Personal Brilliant Card. The answer eas not clear in the posted terms and conditions. I was told yes I could receive elite night credits from both. This year I did not receive them. When I asked I was told I did not qualify due to the terms and conditions. When I asked a number of times for Marriott to reference the specific condition they could not. They then admitted it was an internal policy they were following. They claimed last year was an exception. When I read last years response to my question it did not mention any exception. Is it because I am not am American? Will definitely stay at more independant resorts and hotels from now on.

How is it that your customer service is so rude? I spoke with 2 agents today with the most attitude, "sighing" heavily when I ask questions.

Just give me the rates of the hotel I'm asking for, and that should be it, right? No, it had to be so complicated.

If I need a bonvoy account, and you say it has a discount, then go ahead and give me the pricing for that and the pricing for the regular rate. There has to be a better way to handle customers, and I'm really sure this is not it. 0 stars.

Joke of a chain. Terrible customer service. Laughable loyalty scheme.

The worst loyalty scheme in loyalty history! I stay at the hotel they won't give me points. I pay to stay at the hotel and because my flight is delayed and I don't check in I'm not allowed the points. They do anything they can not to reward you. Absolutely terrible. I will never stay at one of these hotels again unless work pay. Disgusted with this brand and judging by all others here they clearly don't care about the negative feedback.

The most horrible booking experience and wish I could rate lower than a one!!!
I used points to book two nights at a Courtyard. I was told I was 9,000 points short and would need to purchase 9,000 points, so I did. After checking out I saw I was charged over 330 dollars for one night. I said it must be a mistake and I had booked with Bonviy for two nights with points. The hotel said they don’t control and take it up with Bonvoy. I did. After 20 minutes trying to explain I was hung up on. Called again and after 25 minutes with another person I was given a case number and was told someone would call me back. Nobody called so 3- days later I called and asked for a supervisor. I explained what happened and the supervisor said it took 59000 points for a single night at a Courtyard. I’ve stayed in Manhattan at the Marquis for 35,000. You kidding me. I said after 20 years of being a gold member that all you have is a sorry? I said I can make other choices…. Hilton/ Holiday etc. either restore some points or I move on. She said is there anything else I can do for you? I said, you just did… I’ll move to someone else after 20+ years. Her answer… goodbye, have a good day.
Bye-bye to “a crappy Marriott Bonvoy”!

I am writing to express my extreme disappointment with my recent stay at Villa Nirwana, booked through Marriott Homes and Villas in May 2025. Our experience was far from the high standards that Marriott is known for, and I am deeply frustrated by the lack of response and resolution.

Upon our arrival, the villa was in a deplorable state. The first thing we noticed was an overwhelming unpleasant smell, especially in the summer kitchen. The cleanliness of the property was appalling, with yellow-stained sheets, hairs on the bed, and no blankets provided. The kitchen facilities were in no better condition: the fridge had a terrible odor, the pots and pans were greasy, and the sandwich press was covered in grease. Additionally, the induction stove in the main kitchen was unusable with the provided pots and pans, while the second kitchen with a gas stove was filthy. The living and dining areas were equally disappointing, with dust webs and stained furniture.

The bathrooms were in a truly unsanitary state, with dirty drawers, paper towels instead of toilet paper, and old hair in the yellowed shower stalls. The entire property smelled strongly when the water was turned on in the shower, making it almost unbearable to use. We even tried to avoid the bed and slept by the pool during the day as the living conditions were unacceptable.

Despite multiple attempts to contact the property manager and the managing company, Agni Travel, no effective solution was provided. They sent a cleaner to change the bed sheets, but the larger issues, including the smell, cleanliness, and broken appliances, were ignored. Agni Travel dismissed the problems as "minor" and refused to make any meaningful improvements. Additionally, our attempts to resolve the issue with Marriott Homes and Villas were equally unhelpful. After spending over 90,000 points and \$200 on this disastrous experience, Marriott's response was a mere 16,000-point refund, which is completely insufficient given the severity of the situation.

As a loyal customer of Marriott, I am deeply disappointed by the lack of accountability and support. This experience was not only frustrating but also a waste of time, money, and points. I request that Marriott take this matter seriously and offer a full refund for the \$200, as well as a more appropriate resolution for the disruption of our vacation. Given the poor handling of this situation, we no longer intend to book with Marriott in the future.

I look forward to hearing back from you promptly.

I stayed at Royalton Antigua (Autograph Collection) as a Diamond Club guest, expecting a premium experience. Instead, I received:

No $600 Diamond Club resort credit booklet, which was part of the package I paid for

Minimal butler service, despite being added to a WhatsApp group that did not result in attentive or consistent service

Long restaurant wait times, cold staff interactions, and poor overall hospitality

To resolve this, the hotel claimed they issued a "goodwill" offer of 15,000 Marriott Bonvoy® points. However:

I never accepted this offer

I did not sign the waiver they asked me to

The points were never deposited into my account

Despite repeated follow-ups, both Royalton and Marriott Customer Care have refused to make things right, deferring responsibility and closing the case prematurely. The 15,000-point offer was generic, not based on the actual severity of the issues I faced. I later learned that other guests were offered the exact same compensation, despite having different complaints.

After exhausting the normal customer service channels, I am now escalating the issue to Marriott Executive Customer Service and filing this complaint publicly so that others are aware of how little accountability exists when premium services are not delivered.

I’m deeply disappointed by the lack of ownership from both Royalton and Marriott, and I do not feel this reflects the standards loyal Marriott Bonvoy members are promised.

Don’t buy there points! They advertise it as 40% BONUS points so I paid $1875. I then went to book a room and for the three nights it came up as $1830 or alternatively I could use 195,000 of my 210,000 points. So basically, the points add up to the same value if you pay in cash- they are refusing me a refund despite me pointing out to them and going on about how some nights are cheaper etc - the cost of the nights doesn’t mean anything which iv tried pointing out to them, regardless what dates you input or stay the point is that the points add up to the same cost you would pay in cash so you ain’t getting 40% extra MISLEADING and I’m doing a chargeback and reporting to relevant advertising agencies

Really unhappy with my Marriott Bonvoy experience. I'm a platinum Accor Member and recently decided to also start booking stays with Marriott to have more choice. First bookings at the Ritz Carlton were deleted from my account and they only credited me for two nights when in fact I stayed for 5 nights. I am currently at the Sheraton. We checked in on the 5th May for 6 nights, it was all booked on the Marriott app. I had a look at my account and realised that the booking has changed to 3 nights only. This is very strange as we checked in on the 5th and will check out on the 11th ....so the full 6 nights. I have also already paid at check in! Now on my account it shows the same reservation but only for a 3 night stay. Is this some scam by Marriott to stop people reaching elite status quickly and being able to use their benefits? Now I will need to spend hours trying to claim these missing nights. During the time it takes to claim these nights I will miss out on reaching the higher status and the ability to use my rewards. Horrible horrible membership....I will cancel my future Marriott bookings and go back to Accor. In addition Marriott choose to provide pepsi in their food establishments and no coke which is also annoying! The rooms at the Sheraton are shabby and old and the business lounge requires some updates. Also they should improve the food presentations. We have been here for 5 nights now. The evening canapes are put out at 6pm. When it's busy they run out by 7... sometimes before. Even though they say there will be food from 6-8 pm, when it runs out that's it! They do not replenishment it like all the other lounges I've been to. Don't bother with Marriott....the Bonvoy membership is a waste of time and the hotels are shabby! Join Accor instead. Finally the receptionist who checked us in, a lady with short blond hair was unwelcoming and cold. She told us the room was not ready. We sat nearby the reception in hope that she would call us. I went to ask again after an hour and she told us it was ready now. I'm sure the room had been ready for a while, she just couldn't be bothered to let us know! Customer satisfaction is not priority here.

Stayed at one of their hotels twice for work. Trying to access their internet agreement both times was absolutely awful. It kept sending me in a loop and would not allow me to enter information into all the fields. Will never stay at a Marriott again for a work trip.

Terribly company, don't book via these group. The other companies are better.

Tried multiple times to redeem points for shopping or convert them into airmiles. A code is supposed to be sent to my email address for ID verification purposes but the code is conveniently sent hours after the request so the page has timed out. As a consequence not able to use my points!! The problem is known as it has been reported in previous reviews. No help from the social media team. No connection to customer service despite keeping on hold for over 30 minutes on 3 different occasions over the past 2 weeks. Dissapointing and dishonest.

very good, procedures bit complex

I have a Marriot Bon Voy AMEX. It is absolutely useless. They charge something like £90 annual fee. I used it once to pay for a vacation. They reduced balance from £7000 to much lower - £1400 when they thought I had transferred cash but I had paid for a training course; meaning I can't use it to book a holiday. Points build up so slowly it's not worth the hassle or fees. Additionally I booke d a room for y wife and her best friend in Edinburgh. Syste went down and they called e stressed and I was able to pay over the phone thankfully with any card except an AMEX! I raised a complaint today. CS worker was nice enough but had zero power to do anything, pointless call!

Worst ever frontline service. We stayed at the Courtyard Uzbekistan. They were totally inflexible. We informed them upon check in that we do not need an extra night and FLAT OUT REFUSED to refund the balance.