marriottbonvoy.com Reviews 368

Booked a room at the Marriott in Portsmouth, which was cancelled for no reason, phoned customer care, who could see the cancellation, I was told I must have accidentally cancelled the booking, I explained I had not, that I received a cancellation email, I rebooked the room again but on checking my credit card I have been charged twice, when I contacted Customer Care thy gave me a case number and advised that the hotel would be in contact with me within 3 days, received and email basically telling me that I had two bookings which I have not, I replied with my reservation number and a copy of the cancellation email and there has now been no response. Dreadful customer service and the complaint has not been resolved.

Over the past few years, I’ve stayed at numerous properties within the Marriott group — from Four Points to Westin, Marriott, and JW Marriott. Unfortunately, the overall quality has become extremely inconsistent, which seriously undermines any trust in the Bonvoy brand.

One of the biggest issues is the complete lack of differentiation between the various tiers. Aside from minor architectural or aesthetic elements, there is virtually no real difference in service quality between a Four Points and a JW Marriott — an unacceptable situation when booking a five-star hotel with certain expectations in mind.

The lounges are often neglected, with limited offerings, inattentive staff, and an atmosphere that rarely reflects the level of quality promised. Food and beverage services are among the weakest points: each hotel is a gamble, and sadly, more often than not, it ends in disappointment. From breakfast buffets to in-house restaurants, the experience frequently falls well below expectations, even in supposedly “premium” locations.

Marriott urgently needs to re-establish clear, enforceable brand standards across all tiers. Without that consistency, it becomes increasingly hard to justify loyalty or the value of the Bonvoy program.

Marriott just got greedy after they merged with sheraton 6 or 7 years ago. they had great point redemption back then but the points are worth a fraction of what they used to be. Not worth loyalty to the this brand

The worst hotel I’ve been to. A stupid Lady swore at me. Not coming back again

Terrible customer service. Somehow we were able to book a room in a closed-for-renovations Courtyard in Atlanta last weekend. There weren't any single rooms with double beds in any nearby hotels. When we contacted Marriott Bonvoy they refused to give us two room for the four adults of our party. We were lied to and hung up on multiple times over a six hour period of trying to resolve the issue.

This program is now trash!. Completed to stays in which I earned about 9000 points. Went to book another stay via the bonyoy app only to find my account frozen. When I got it un frozen I my account said I had negative 15k points. I called marriott and was told I would be contacted in 3 to 5 days. Got an email saying something to the effect of points were purchased (i have and would never purchase pts). Then their email started 42k points were applied, then canceled, then another 17k points were removed leaving me a negative balance of 15k pts. I've never brought pts, or received any pts except for the 9k pts I earned for my two stays that are now gone. I'm dumping marriott and going back to Hilton.

Totally disappointed with this previously excellent hotel group.
I tried to make a booking at one of their London hotels and pay with points to discover that my points had been cancelled, without advice. They were current last week but I couldn’t confirm the booking then.
I phoned reservations today and was told they automatically expire after 2 years without activity. I had booked with them last year but because I had cancelled it before use, I was told I couldn’t have them reinstated.
It seems totally unfair to be treated so badly after 20+years of being a customer. To miss the deadline by one day!
Also, as my usage had been within the policy deadline, (which I wasn’t aware of) I find it distasteful not to be appreciated.
The staff member I spoke to initially was sympathetic but the manager I was referred to, Genises, was totally unsympathetic and all she kept repeating was a suggestion to refer to terms and conditions…detailed over pages and pages of print!
I guess I’ll have to vote with my feet but feel very aggrieved by their practice of not treating customers fairly!
If you have any sense after reading this you’ll also do so and do business with a more appreciative hotel group!

I have spent 10's of thousands of dollars at Marriott hotels only to get 2 days stay and a seriously down graded hotel. Then when you try and redeem your points it takes 2 hours of phone calls only to be disconnected. When you're disconnected, they have your phone number but no phone call back. This program is the biggest waist of time.

What's up w/ Marriott Bonvoy?
They sent me a credit card which I never requested, so I just disregarded it. About 2 months later I got a bill for an annual fee - when I tried to get that vanquished it was hell to pay!! First call I made I was told since I didn't request it that it must be fraud and I need to call one of the 3 credit reporting agencies so I can get credited…hmm. On another day I called and was told that the card they recently sent me is old (mind you they sent it about 3 mths ago), and she will connect me to the Fraud dept. The Fraud dept now, ask for my acct password - I don't have one because I never setup an acct there. Their shenanigans behoove me!! Anyway I got Habeer (prob not a real name) who said I need to report to the credit agencies, after putting me on hold (prob to discuss their fraudulent business dealings), and let me know I'm not responsible for any charges. What they needed to do was just cancel my damn account they created and apologized!!

I booked a 3 day stay in Johannesburg in December 2024 using the Marriott BonVoy App and for the last 3 months I’ve been fighting to get credit for the stay. They’re only giving me credit for my incidentals and not the hotel stay itself.

I received an email from Sunpreet (their customer service is outsourced to an offshore Indian company and the level of their tone deaf responses is alarming) telling me that my stay is ineligible to give me points/days because it was booked in Sunpreets words “ As per our records your stay was booked under a rate which is ineligible but only incidentals are eligible which is already posted in your Bonvoy® account”. This stay was booked using the Bonvoy App itself!! Has anyone else had this issue? It’s been 3 months of fruitless emails back and forth!!!

As a loyal Marriott customer and Titanium Elite member I am considering severing my loyalty to the Marriott brand. The redemption for the free night and points has become worthless.
Asking me to use 60,000 to 80,000 points for a Fairfield in Dayton , Ohio which used to have a redemption point cost of 17,500 points for a room the costs around $200 is an insult.
Same situation with a Courtyard in Westminster, Colorado. An 80,000 point redemption for a $250 room which used to be a 30,000 point redemption. These are not prime hotels in prime locations and the redemption conversion is the equivalent of $600-$800 per night. This basically makes the points worthless. Finding a way to redeem the 35,000 free night award is almost impossible.
I generally pay for my nights in prime locations and prime properties and use my points at the more budget brands. However with the current point structure the points have very little value.
At this time, I can see no reason in continued loyalty to a brand where the loyalty program has no actual value.

Marriott Bonvoy is absolutely one of the worse hotel programs available right now and because they have so many hotels in the right locations, they can treat their costumers like they do not care. I have been a platinum reward member for few years and it is shocking to me that this hotel chain is still in business. With today selection, I am officially not going to stay at Bonvoy properties any more and hope many others will do the same

My wife and I booked into the Moxy Hotel at Edinburgh Airport for the night of 1st January 2025 prior to catching an early flight the next morning.
The next morning, while preparing to leave, a corner of the duvet popped out from the duvet cover. I was shocked at the stains on it. My wife did not see this and I did not show her as I knew she would be very upset. Instead I took some photos. We were rushing for our flight and so I couldn't report the problem at reception. So, I sent an email with accompanying photos from the airport departure lounge. I heard nothing back. Returning from our trip, there had still been no reply. I sent an email reminder but again heard nothing.
So, the issues I have are twofold :
1. the absolutely digustingly stained duvet hidden inside the duvet cover
2. the complete lack of any interest from the hotel chain involved.

On the basis of this, I would not use any of the hotels in this hotel chain again.

I'm done with them. I was thinking of switching from Hilton. But after my last phone call with customer service, I'm done with them.
I'm gonna cancel my credit card and my Marriott Bonvoy account.
If I want to be treated like dirt, I'll go to a garden center.
This used to be a great brand. But since covid, Now, 1 star or less.

Was harassed at this hotel by unknown man at elevators. Then when I went to get help from staff because room-key cards are required but difficult to use on their elevators, the “front-desk” server was rather condescending in her attitude and when I told her that my experience of it all was making me feel sick, she clearly conveyed no care whatsoever. Meanwhile our very smallish amount of luggage was taken surreptitiously out of our sight (out of our possession) on a “freight elevator” (?) to our room without our permission and the person doing that was long gone by the time we got there. The room turned out to be what we had booked but we like to verify that with the escorting staff and were prevented from doing so due to this bizarre luggage handling. When you arrive, you also, likely, will be very confused by the lack of a clear registration area: turns out the kids standing with laptops in what appears to be a coffee area, that’s it! The Marriott Bonvoy in Harlem New York was one of the worst we ever experienced. We notified them and they couldn’t have cared less really, and before that was Marriott Marquis Times Square which was fine except for the lady handling our reservation on the phone was -very- nasty to us, and therefore we really couldn’t get it straightened out until we got there the day of, in person. When we checked out this most recent time, after all that weird handling of our bit of luggage upon arrival, there was no help offered at departure whatsoever. I think we have just had too many negative experiences with this brand. Now we’re told that Marriott is secretly keeping a rating of -you- as a guest! Well, we’ve always been courteous and generous to servers in these hotels, but that’s just ridiculous if true. Everything else I’ve reported is verified personal experience. I think we won’t return to Marriott hotels if we can help it. Time to give up.

We are so disappointed in Marriott Bonvoy and their travel services. We booked a cruise through one of their agents and purchased Leisure Care travel insurance. We had a family emergency and couldn't go on our vacation. We didn't tap into the travel insurance because we postponed our cruise before the cruise sailed. We were told that we had a year to use our travel insurance which would be transferred to the new cruise booking. We were told that our cruise credit was held by the cruise line and must be rebooked directly through them. We did so then tried to transfer $410 worth of travel insurance that was never used and we were told that since we re-booked our cruise through the cruise line, as instructed, that we forfeit our insurance credit to the tune of 100%! We also lost all the benefits (drink package and other promotions) that Marriott Bonvoy enticed us with during our original purchase. Talk about a NO WIN SITUATION FOR THE CUSTOMER! Shady dealings with Marriott Bonvoy and Travel Leisure! Shame on you guys. We will book on our own. At least we can be trusted!

Have about a dozen stays at Marriott over the past few years since joining the "Bonvoy" program. None of the stays have been recorded. My account number never gets saved in their system
Bonvoy is like Monopoly money -- without the play factor. Just booked a stay, and the miles don't even show.

The Bonvoy App is very glitchy, as is their website. My stays keep disappearing from the app/website, and when I try to book a stay on the app that also disappears. When I ask customer service to fix this, they refuse to help and try to shift responsibility to local hotel staff, who OBVIOUSLY have no control over the app's back end issues. Just terrible from a hotel brand I used to respect, now I just feel like they don't care about their tech or their customers, do not recommend. The Hilton app works much better.

absolute worst customer service on the planet. dont give a rats ass how loyal you are to them or how much $$ you throw their way, you are nothing to them

679 Nights, 3.5 Years as Titanium Elite – Yet No Real Recognition from Marriott Bonvoy”

I have been a loyal Marriott Bonvoy member, staying 679 nights in five-star Marriott properties in just 3.5 years, consistently holding Titanium Elite status. In reality, I have been staying with Marriott even longer, but I only created my Bonvoy account in late 2021. Despite this, I have seen no real recognition of my loyalty or any exclusive treatment that would justify the effort of maintaining Titanium Elite status year after year.

Marriott treats members who accumulate 600+ nights in just a few years the same as those who take 10 years to reach that milestone. This rigid approach fails to recognize the highest-tier, most engaged guests and does not differentiate between truly committed travelers and casual long-term participants.

Additionally, Marriott completely ignores individual circumstances, rejecting requests with cold, standard responses rather than engaging in a meaningful conversation. When I reached out twice regarding my case, I was dismissed with generic copy-paste replies, simply redirecting me to my account to check program details—as if I hadn’t already done so before reaching out. This felt dismissive and disrespectful.

I reached out with a specific request—to consider early qualification for Lifetime Platinum Elite status, since I have already exceeded the required 600 nights and am progressing toward the 10-year requirement at three times the standard pace. Marriott didn’t even attempt to review my case in detail but instead sent a formal refusal with no sign of a personalized approach.

If there is no real recognition for those who go above and beyond, what is the point of striving for status? Why should I continue to maintain Titanium Elite if the treatment is indistinguishable from that of far less active members? Other hotel programs, such as Hyatt, are known for a more thoughtful and personalized approach to their most valuable guests, and I am now seriously considering shifting my loyalty.

I expected better from Marriott, and this experience has left me deeply disappointed.

Bonvoy Number: 989031986