marriottbonvoy.com Reviews 368

Bonvoy customer service is a complete joke. Get ready to spend a hour on the phone with them when you call.

An absolutely horrible experiences after being a member for 7 years and a platinum level.

So at the end of the day, i didnt get any refunded on what i was charged at my amex and then points taken away.
This is the biggest scam ive even encountered.
Purchased, but never got my refund back
Points taken away and not able to get it back.

I'll definitely send this to social media for awareness and make sure it doesn't happen again to anyone whose a Marriott bonvoy customer. Also I'll make sure these incident goes to the top of leadership with bonvoy marriot.

Hope you understand my frustration as a consumer who bought a product and paid for and not get the product at all.

It's not the money it's literally worh 47 usd. It's the integrity of the company you worked for.
✓'
Regard's
Enjoy the $47 USD hopefully it helps 'the company is a way. Its my donation to the executive and share holders who runs this company.

Their representatives are not trained and really somewhat rude when you expect them to do a job that takes time to research. They also are not pleasant when they answer the phone.

Tried to book a hotel room for one night using Bonvoy points. During my first call the representative cut the line just before booking. Second call was hard to hear with a rooster crowing in the background. The woman encouraged me to buy the extra points I needed to book the room. She didn't tell me the charge would be in US dollars. The room ended up costing me $45 more than if I just booked it direct with the hotel...not to mention I used up all my points. Manager would not refund my credit card and offered me points to make things right for the "miscommunication". Terrible experience!

Steadily declining level of concern for their poor service and response times for missing stays and increasing level of manual intervention needed to get any support over the last two years. As someone with lifetime platinum and well over 700 nights in the last 10 years, I have actively started switching my regular bookings over to IHG and Hyatt because the automation of the Marriott system is pathetic at this point and the benefits are not worth the extreme level of manual intervention I have to do even with lifetime platinum status to get anything done with Marriott. Absolutely an "F" since 2023.

They just don't care. They are just sitting there and ignore anything that could be their concerns.

I was directed to the reservations line. The person on the other end was clearly not a native english speaker. He could not communicate effectively and kept putting in the wrong details to book my stay. We ended up going back and forth for an hour and when I finally asked for a manager so I could make a simple booking, he cut the line. Terrible customer service. By the way, I am a titanium elite member - thinking about taking my business elsewhere.

We have not stayed in a Marriott or Westin since May 2024

We stay in Marriotts because we FELT like they could be trusted until our stay at the Westin in Dallas

They put us in a room where the toilet water erupted out of the toilet like ol faithful and continued non stop for three days. If it wasn’t the toilet water spewing out that makes you sick then the sewer gas that comes after will.

We contacted the front desk and they sent up maintenance who informed us they were fully aware of the problem in fact they let us know there was another room on 6th floor that did the same.

We contacted the manager but was ignored. Wrote a letter after our stay and was told the manager would contact us and never did.

As I was planning our next adventure and booking our hotels avoiding hotels connected to Marriott it still upsets me at the conditions we were put in so I decided to write a review.
One of these days I’m going to send a thumb drive to the CEO or board members so they can take a look at what we experienced.

Imagine sitting on the toilet and all of a sudden it erupts spewing everything that was in the toilet all over you.

Been stayin with them for many years they're not joking when they say they want to "reduce energy and water consumption" got in late at 1am after a long flight and asked if there was complimentary water in the room and there is not any basic nessecities, Niagara Ontario, like it's 60 cents for a litre or water ffs don't have your guests forced to go out in the cold winter to get water from an overpriced gas station with no price tags, hotel is crap, way better alternatives anyways in the area. Also when we went to bed the tv turned on automatically 1 hour later with the volume blasted saying welcome with our name on the tv almost like the employees were screwing off in the back or something and forgot to set up our welcome tv from their front desk so they decided to just do it later when we were sleeping lol hands down worst hotel experience yet.

We have been with Marriot Bonvoy (formerly Starwood) for 18 years and never had any real issues until 7/2/24 when I made a reservation with Marriott Bonvoy cust service rep Nancy.
I used Marriott Bonyoy points and there are always fees and taxes that are usually charged at checkout. Nancy told me that now the fees are charged up front at the time of the reservation and if we cancelled the reservation within the time frame to cancel that our card will be creditied in full. Nancy told me the charge would show up from US Travels on my Am Ex statement. I had no reason not to trust her as she was a Cust. Service Rep for Marriott Bonvoy right??
We had to end up cancelling the reservation (way before the last date to be cancelled) and my points were refunded but not the $412 charge to my Am Ex. When we called to question Marriot Bonvoy said they never charged our card and have no record of a charge and that they are NOT affiliated with US Travels. Shockingly they DID NOT seem the slightest bit concerned that an employee that works for Marriott Customer Service is running a scam through US Travels and charging thier customers fraudulent charges. I spent 2 days going back and forth with Marriott Bonvoy and Am Ex getting no help at all from either party. The number for US Travels on my CC statement of course no one answers that number.
You cannot trust ANYONE anymore.

Four Points by Sheraton San Diego Downtown Little Italy
According to Marriott, property has been closed since 1/15/24.

I booked a reservation in November 2024 for 1/30/25 - 2/2/25 and just today 1/21/25 found out the hotel is closed. No one called, text, or emailed me of this closure and cancellation of my reservation.

I contacted Marriott customer service directly who was not helpful at all or apologetic for the lack of communication of my reservation being canceled and the hotel closing. They only offered to rebook me at a different hotel for TWICE the rate I originally paid for. They refused to honor the same price I paid for this hotel when I booked months ago in November.

Very unacceptable and poor customer service from Marriott. They have officially lost my business. Do not book with Four Points or any Marriott property they do not care about providing guests with good service.

Shame on you, Marriott!

Customer Service is terrible. The team from India seems uneducated on the issues and unable to provide solutions. Requesting to speak with a manager only results in another team member responding, still without a resolution. Instead of trying to help, they focus on defending themselves. Additionally, they hang up before you can complete the survey, presumably to avoid negative feedback.

The rewards are not user-friendly in terms of utilization and tracking. I have held this credit card for 10 years and have never felt so disappointed. I am considering canceling it, as there are plenty of better offers available

Marriott Customer service is getting worst and worst. Booked 2 rooms at Four point Makkah. 1 booking for 2 rooms for one night 16-17 dec and another booking for 2 rooms 17-22 dec. Marriott had a promotion book 2 rooms and get the second one 50% off, when I booked the 16-17 dec I saw that promotion, but when i book the promotion on my app I see both room at the regular rate, canceled and rebooked like 3 times but still do not see the 50% off. I called the customer service on 14 Dec 20:00 Montreal airport, and at first even the agent did not understand, but he read the promotion and explained to me that the rate will not show in my reservation, but it will be applied at checkin and I should tell the receptionist that, he said he added the notes to that booking and changed the rate himself. He also saw the 17-22 dec booking and TOLD ME NO WORRY ASK THE RECEPTIONIST AT CHECKIN AND THEY WILL APPLY THE DISCOUNT. I did ask the receptionist on arrival and he said all ok, on 17 dec I had to do checkout and checkin again because it was 2 reservations, and I asked gain and they said yes you have 2 rooms and the discount will apply at checkout. Guess what at check out I was charged full rate for both rooms. and since than emailing marriott and hotel(who ignored my emails like 7 times) and they all have the same answer, you did not book the promotion rate. I al telling them since I booked the promotion rate on the 14 dec (actually the agent did for me) thats mean I KNOW ABOUT THE PROMOTION, so just use logic...WHY WILL ANYONE DECLINE A 50% OFF AND KEEP THE FULL RATE ON HIS ROOM? WHY? JUST GIVE ME ONE LOGICAL REASON, Still the answer in our system it show that you booked the regular rate. WHAT HAPPENED TO THE 1-CUSTOMER IS ALWAYS RIGHT AND 2 IF THE CUSTOMER IS NOT RIGHT SEE 1? Really really disgusted with them, 7 years almost 400 nights and this is what I get for less than 200$ difference? To top that, I booked the second room not because i needed (i was with my daughter only) but to reach the 50 nights in 2024, i ended up with only 46 nights so no platinum, and when I saw that i have been credited with only 5 nights not 10, I contacted the missing night and I was told that unfortunately it will count for only one night and does not matter how many rooms you book at the same day even on different hotels you still get one night, ok I did not know this, and they can see that this is the first time I am booking 2 rooms in my 7 years, so since I had no idea, can you add them this time because i made all my calculation for 2024 including those 5 nights, and again, very bad customer service, sorry but it will not be fair to other members and see ya.... I do not where they moved their custoner service desks (have a good idea) but for the past 2 years IT SUCK big time, no more personal touch, no more going extra mile, all you here is the system said, the computer said, the rules said.... I had bookings for the world cup in june in the USA 2025 for 6 families, and I started moving my bookings to Agoda and booking different chain hotels, cheaper and even sometim litte more expensive but my system and my computer said...

Nobody reads these.. but I’m so tired of horrific customer service when booking a hotel room using rewards .. it’s the worst . I do customer service for a living. If I ever treated my customers this way, I would have been out of business 40 years ago. They obviously do t wish you to use your rewards. Time to move on to another hotel chain and a different rewards credit card.

When they ask at the beginning if you wish to leave feedback at the end of the call and you say yes.. it doesn’t connect you to that feedback but hangs up instead.

Like I said, no one reads these, and Marriott simply doesn’t care about customer service. If they cared, my experience would have been different

Extremely dissatisfied and disappointed with our recent experience with Marriott Bonvoy. Being a Platinum Elite member has no meaning for the hotels looks like. If you book a room and only your family travels, zero benefits are given to them and they are treated like third class citizens. No breakfast, or upgrades, given terrible rooms.

I have NO idea what’s going on at Marriott but dealing with them at every level is a nightmare!!! I am a Titanium Elite and a Platinum Lifetime Member…sick to death of the inferior hotels, poor customer service and crazy rules. It’s time to explore elsewhere! Chose an IHG hotel for next week…..keep it up Marriott!!!!

Marriott Bonvoy as a loyalty program is a complete failure. After spending 116 nights in Marriott properties in 2024 and spending nearly $100K (only $10K was deemed “Qualifying spend”) in Marriott Hotels I was not elevated to their “Ambassador” level. Additionally, as. Titanium member I only received 2 upgraded rooms in 2024 and only received my free breakfast while traveling outside the US. I’m sure manny of you are thinking this is a first world issue, but I would rebut that if this is how one of their higher spending loyal customers is being treated, how are the Silver and Gold tier customers being treated? The only tangible benefit I get is the often insincere :Thank you for being a Titanium member”. Hilton and Hyatt make their members actually fell like they get some rewards. I’m typically upgraded at both companies properties.

I recently tried to use my points for an airline ticket to Spain. First the system wouldn’t let me do it saying the system was down. After two days, I called to get the points transferred. After several calls over a few days, I found someone willing to make the transfer. They transferred to the wrong account. They said they couldydo anything about it. I have to wait to see if the airline rejects the points, another 7 days. Now all are plans are going to have to be cancelled. Goodby vacation and GOODBYE MARRIOTT BONVOY credit card.

Went to the Marriott Bonvoy Chaoyang hotel for half a week.
They took more than $500 as deposit, and in the end decided to not release the deposit but to subtract the breakfast we had on our last day from the deposit amount they owed us. Instead of refunding the difference between the deposit and the breakfast cost, they refunded the breakfast cost. So we lost $500. They refused to refund the correct amount.
Don't go there, service is clearly not one you could expect from a 5*.

Bonvoy "elite" status is a total joke. The word "upgrade" has NOT even been mentioned, let alone provided, in the 30+ nights I have stayed at various Marriott-branded properties in 2024. It is also a complete waste of time to place "preferences" in your profile because they are NEVER referred to when checking in & certainly NOT honored in room placement. It is also a continuing FIGHT with Marriott to get the "correct" point totals credited to your account, & contacts to the Bonvoy customer service (????) site are frequently simply ignored. Still waiting for a reply to an inquiry sent 2 months ago. Marriott has totally collapsed in providing customer service to support the Bonvoy program, & hotel employees know little-to-nothing about the program itself. We have also received WILDLY incorrect information about point earnings in emails from Bonvoy employees themselves. Bonvoy is a big black eye for Marriott compared to Hyatt or Hilton, which are not perfect, but certainly light years better than Marriott.