marriottbonvoy.com Reviews 368

There is no benefit to being a Marriott Bonvoy status member. Literally any other hotel brand treats you better and gives more incentives to stay with the other competitors. Marriott Bonvoy ensures to highlight the benefit for the corporation while not caring for the consumer. Upgrades- the game is that they wait until past minute and then each property says “sold out” for the night but keep checking back during your stay and of course there never is any rooms available for upgrade-every hotel uses the same words, seems a little suspicious that it’s actually corporates way of making sure upgrades are never available despite it being a Bonvoy perk. Booking multiple stays like a wedding or business guests? Well, corporate only wants to credit you points for only 1 hotel room that you actually stayed in, all the other rooms and money spent has NO perks. If you don’t stay in the rooms but you paid for the room, that’s not counted for anything. Long waits to check in despite having a high status counter, high parking charges at many properties with no comp, it is just not worth it to spend money with Marriott and no perks. Go to any other brand, they will treat you better and give you more perks and incentives making you feel like an appreciated guest and status holder.

I would rate zero if i could. I recently discovered stays in several hotels not updated in my account. Hence, the points/night stay were not counted. However Bonvoy has refused to reinstate them citing their policy that any stay more than 12 months ago could not be counted. This is despite me booking the stay through Bonvoy site (with my Bonvoy number) and the local hotels apologising that it was their oversight in failing to update the system. I accept the policy if I failed to provide my Bonvoy number and then claimed them more than 12 months later. However, it was not the case and clearly the failing of Bonvoy and the said hotels. This is unfair, high handed and unprofessional on the part of Marriott.

i had a terrible time and have been ignored following my complaint. avoid avoid avoid

Terrible customer service!

I must have spent over 10m points, and yet still they don't care.

I have missing stay nights that will take me to Platinum Elite and it seems they will do anything to ensure I don't move up a tier.

I’ve been a loyal Marriott Bonvoy Silver Elite member, but after this experience, I’m done booking with Marriott. A flight disruption during my honeymoon caused me to double book at two Marriott properties, though I only stayed at one. I informed the hotel about the situation, but despite my loyalty, they showed no flexibility or understanding, and I ended up paying for both properties on the same night.

Weeks later, I noticed the second stay didn’t count for points. Marriott’s response was a canned message accusing me of fraud, implying I booked under my name but had someone else stay. Despite explaining the extenuating circumstances and my disappointment with their lack of empathy, they continued to send copy-paste responses with no real consideration for my situation.

I expected Marriott to support me during an unavoidable travel disruption, but instead, I was penalized for circumstances beyond my control while paying for two bookings. As a Silver Elite member, I expected better treatment, but Marriott has made it clear they don’t value customer loyalty. I’ll be taking my business elsewhere.

They will not honour the points for a stay in New York because someone else booked the hotel for us and because the hotel put only my husband’s name on the hotel invoice. Even though I gave my membership card at time of check in and have provided my credit card bill with my name and address on it to prove that I paid the bill. Disgraceful and dishonourable for such a world renowned company. Will avoid if possible in future, Hilton honours rewards have been much easier to deal with.

AC Marriott Barcelona Forum, Its a wonderful hotel with good location in Barcelona. It was my First time in Barcelona, so I really need help to see Barcelona. The staff in Front Office were very kind and service minded.
Specially Wafa receptionist did a great service and she has been very helpful and polite also when we checked out. Special thanks to the Front Office Manager that he had employed such serviceminded staff. It was nice experience to stay in AC Marriott Barcelona Forum.

The Stradom Hotel in Krakow is wonderfully located, has very friendly staff, a great spa area, beautiful rooms and is a stunning design.

I have been trying to make a reservation for the past hour. The representatives disconnect calls, place you on hold for long times, and others have no clue. This us why I went to IHG years ago. I have a function at Marriott Sand Key, Clearwater Florida, but I cannot seem to make the reservation. This is horrible customer service!!!!!!

I've spent 2 weeks in contact with multiple representatives across the Marriott brand and it's time to let people know: as someone who has been a Marriott Bonvoy Member since they overtook Sheraton hotels, and a Sheraton SPG member since I was in high school, to say I am dissatisfied in the response from Marriott Bonvoy over my upcoming trip would be a simplification of how disappointed I am in the customer service I have received. At time of booking, I booked a twin room for three people at the Four Points by Sheraton Singapore, Riverview. The room by default has 2 twin (single) beds, and an option for a rollaway for a 3rd person. Because I have travel industry experience, I made sure to email the hotel to ensure that the price of the room I had booked reflected all three people at time of booking.  Instead, I was told by the hotel that the an extra rollaway bed would be charged to me at a rate of $60+ SGD per night at time of check-in. In my experience as a travel agent, it would have been clear at time of booking that to in order to accomodate three people a rollaway bed would be required in a room with two twin beds (particularly since ages of travelers are adult, 16, and 14). And as such, the rollaway would have been included in the total cost at time of booking.

To be clear, my booking was made with Bonvoy Rewards membership points. As per my correspondence with the Four Points by Sheraton Singapore Riverview reservation manager Damien Xie, he showed me a breakdown of what a "normal" reservation would look like, and where the third person in a booking would be charged an additional fee in a twin room AT TIME IF BOOKING.  However, in my case, I am being told that the third person has in fact NOT been included in the total of my booking and that I will subsequently be charged additional fees on arrival.  And I only know that because my experience as a professional taught me to ask, not because I was made aware ahead of time by the hotel. Being that I booked through the Bonvoy Rewards Program, I am beyond dissatisfied that my loyalty has meant so little that my party of three would not have been included at time of booking.

In an attempt to share this experience and hope for a better outcome, I contacted both the Marriott Bonvoy customer service number as well as the Marriott Customer Support team. First, the Marriott Bonvoy specialist told me that the rollaway bed was not included at time of booking for a third person as "We can't assume your wants; maybe you wanted the teens to share a bed". I am willing to understand this may be a cultural difference. But nevertheless they used this as a one reason to justify not budging on charging me extra for a rollaway bed. The other reason was that a rollaway bed added to a twin room was a fire hazard, and therefore they charge money for that.
Having had no luck with the Marriott Bonvoy customer service, I tried the Marriott Customer Support team. After being put on hold twice, they told me "we've put in the request for the rollaway for you". And I was sat there thinking "after all of this nobody has even guaranteed the additional bed?!" They then reiterated that I would be charged the $60+ SGD for my fire hazard rollaway on arrival assuming I even get the "requested" additional bed.

I said to the Four Points by Sheraton Singapore Riverview, the Marriott Bonvoy customer service and Marriott Customer Support team that I wanted to be clear that they were willing to lose my future business over approximately $300 SGD for a rollaway bed. All have indicated that this is essentially the hill they are happy to die on.

At this stage I would gladly cancel my reservation except I'm keen to use the majority of the points I have with Marriott at the moment and be done with the brand in the future. If this is how they look after their loyalty members to the Bonvoy program, it is clearly of no importance to keep my business.

My agency booked me in at the Marriott hotel at Delta Hotels Waltham Abbey, I arrived about 1700 after driving 200 miles, the receptionist asked me my name she had a booking for that name but then said it wasn’t for me and I would need to give her my card details, the agency has about 20 people staying there but she insisted the room wasn’t for me, I said how many people do you have staying here with the same name she said none but would still not let me have the room, Sunday night at 1700 I had to call my agency to send written information again about my booking, she asked for ID I give her my drivers license to prove it was me but to no avail, my agency sent me confirmation via email, then she booked me in, I paid for breakfast for the next morning but she couldn’t give me a receipt, it’s the first time I have stayed at the hotel and I’m not impressed with the service at all,

I cancelled a reservation that I booked using points. It's been a month and still haven't received my refund. And I've called them several times and wasted hours for this. Won't be staying Marriott in the future. Hyatt and Hilton have much better Customer Service.

I own a small business with 13 employees. We travel abroad a lot and we just mandated for all our staff to stay at Marriot and to sign up to Bonvoy. Between us we'll probably stay close to 150 nights over the coming year. Not a lot in terms of corporate travel but enough you'd think they'd care. I recently stayed in Berlin at the Autograph Hotel and because one of my employees paid for my stay with a company credit card they won't honour my 5 nights stay, citing that I didn't actually pay for the room. They say that I didn't pay for it. Even though my name and room number is on the receipt. Anyway happy to change this review and my decision to look for a new loyalty company if my 3rd email returns a favourable decision.

Marriott Bonvoy fraudulently offers you an e-gift card on signing that their hotels don’t honor considering their credit card has a $90 fee. Fraud by big corporations is stressful to deal with.

Eslam & Mohmad Ahmed was a great clean thx for there service

Simply the worse customer services!

I work in travel and for 3 months we have been trying to notify the hotel of a guests dietary requirements. They dont answer the phone or email. So I contacted Marriott Global, who told me to contact BonVoy and they are serious as much use as a chocolate teapot. Still no further forward. If trade has these issues, direct customers must have even more of a nightmare.

Staying over ten nights in different Marriott locations, I expected my Bonvoy account to reflect those stays. Yet, I encountered nothing but frustration—no stays appeared on my account despite multiple calls to Marriott Bonvoy support. Each time, I was instructed to “wait 10 days for processing,” only to see no change.

At the time of writing this review, I am staying at another Marriott hotel, and once again, I was told I’d have to wait 10 days for this stay to appear in my account. I’m not even asking about points; I am concerned that there is no record of my stay at all.

In a last attempt, I called again and was asked to submit my receipts. This was after being assured multiple times that my stays would show up automatically. The manager I spoke with was dismissive and condescending, treating my valid concerns as if they were unimportant or irrational. It left me feeling disrespected and ignored as a frequent guest. So each time I stay in hotels, I have to wait for ten days and submit receipt online to get credit. How convenient!!!

My experience has cast serious doubts on Marriott Bonvoy’s service reliability and commitment to its loyal guests.

Was Silver Elite & stayed in Marriott exclusively until my points were erased. Spoke with customer support when setting up BONVOY for details which included 7 years before points would expire. In 2024, I was 3 nights from Gold Member. (Remember: Covid = no travel) Points taken to zero. Called support and told points exp in 3 years. No warning or email. No incentives through BONVOY Marriott

I stay at Marriott/Bonvoy properties from 10-20 nights a year. Mostly for work plus 1-2 personal trips. Not a lot by business standards, but multiple thousands of dollars/year, which I would think would get some sort of loyalty benefit. Started a new job in New Jersey this year and my company requires that I use TravelPerk to book stays. I have used TravelPerk to book 3 trips to the Teaneck Marriott, plus 1 trip to the Tel Aviv Renaissance. I added my Bonvoy number to TravelPerk before the very first trip but have only received credit for ~50% of my stays. I have been going back and forth with TravelPerk, the Teaneck Marriott GM and Bonvoy for months and cannot get credit for the other nights. I always get a different reason - TravelPerk is not an accepted third party (with reference to a painful policy that leaves me confused), my Bonvoy number wasn’t on the original booking (which is not true), etc. I have spent probably 20+ hours and cannot get anywhere. To be fair, TravelPerk is not great either - they advertise that I get reward points for these stays - tried to solve it through them and got the same runaround. Will write a review about them as well. I should point out that I have had ZERO problems getting my points with United or other hotels through TravelPerk - Bonvoy seems to be the most difficult by far. Thousands of dollars have been spent and the hotels have gotten the revenue but somehow I only get the loyalty points about 50% of the time with a bunch of confusing and different reasons why, depending on who I talk to. In addition, the Bonvoy site hasn’t worked on Google Chrome for the last two months without clearing my cache, most Marriott properties are old and outdated (Denver, New Jersey, Brooklyn to be specific) relative to many of the newer chains (Kimpton, Hoxton), etc. Why would I want to go through all the trouble?!?! Am canceling my Bonvoy credit card and switching my stays to Hyatt.

Stayed at the Westin Beinjing Chaoyang. Awful experience, I have been chasing them now for over a week as my deposit was never refunded. The client service is not answering quickly. I had to send 3 emails after I requested a proof. I am now still chasing for a good amount of money to be refunded. This is absolutely unacceptable for a hotel of this standing.