marriottbonvoy.com Reviews 368

DO NOT BOOK THRU BONVOY , a third PARTY. NO HUMAN customer support. A.I. robot answers or claim they will call you back. They did NOT AT ALL, ever. Worse is that the actual hotel won't make any changes because of not booking direct with them. Huge waste of my time. Pay attention online that you book direct with the hotel.

I’ve been a Marriott (originally Westin) loyalty member for years and accumulated over 1 million points. Unfortunately, over time I’ve watched the value of my points steadily erode. What was once a rewarding program now feels more like a trap.
• Point Value: My points simply don’t go as far anymore. Redemption “costs” keep going up, while the quality of what I receive in return goes down.
• Room Quality: Despite years of loyalty, when booking with points I’ve never received the best rooms. In fact, upgrades often come with extra charges.
• Nickel-and-Diming: Even on award stays, I’ve been hit with resort fees, $40+/day parking, and upgrade surcharges. It makes “free” stays feel very expensive.
• Maui Example (Wailea): Parking spots are shockingly narrow—just inches between cars—while valet parking enjoys larger spaces. For a resort of this caliber, it feels like cutting corners on the guest experience.

Overall, I’m disillusioned. After using the majority of my million points on one stay, I can’t help but feel my loyalty wasn’t valued. I honestly recommend travelers consider other loyalty programs before committing to Marriott Bonvoy.

Lifetime gold member, had to depart one night earlier from a 3 night reservation. First night was revenue and 2 nights on points. Hotel assured me the points for the unused night would be credited back.
This was July 5, despite two cases being filed with customer service - no resolution. The reply is the have to wait for the hotel in Brussels to reply??
Apparently Bonvoy supervisor has no authority to take a decision? Mind boggling

This Marriott Bonvoy program is a complete SCAM. I am a business owner that spends roughly $300K per month with American Express. I stay in Marriott properties all over the Country every week, sometime 3-5 days per week. When I stay at a property and chose to select a free item from their market, you no longer qualify for the annual spend, if you select the $500 or $1000 bonus points, same thing. If you stay at 2 or More Marriott Properties at the same time and the check in/check out times aren’t identical, you lose out on the dollars earned for the additional stay(s). I should have been in Ambassador going back to 2021. Each year since 2021, I have spent well over $30K in additional dollars spent to Marriott with hotel stays, market items and the Restaurant. Basically, there is a hidden clause in the Marriott agreement that protects them from paying you fairly for your dollars spent. To date this year, I have spent $44K and in Bonvoy it shows $17K. Every year, Bonvoy adds new clauses to their agreement to get them out of treating their members fairly for the dollars spent. Even their own staff tells you different things at Bonvoy because they are so incredibly confused. I am now taking my business to CapitalOne Venture as their Miles system is fair and what you’d expect. Bonvoy does a good job making you think you’re going to qualify for things you don’t technically qualify for. So, in my opinion it’s a complete SCAM! I would recommend doing your research, reading their terms and condition agreement, which is now 244 pages. Just the number of pages should explain everything that I am saying here. Do you research and look for better programs because they are not anything like they claim to be here. Last, as a Titanium member, it says I have a 4 pm check out. I have requested this over 20 times in the past 5-years, and I have never been approved to stay beyond 1 pm. Because the hotel says they need the room for the next night. I have filed complaints with Bonvoy, and they say it’s the Hotel decision as to whether or not they honor this, again another SCAM. Several hotel Managers have said to me, they have never seen ANYONE get into Ambassador status. You think you are getting great benefits from Bonvoy to later find out it’s all talk! I’ve had to learn the hard way, unfortunately!

We booked a room on Marriott Bonvoy App. You totally can’t trust the rates when you book in the App. Despite the app asking the age of a child, the rate in the App will not include ‘extra person fees’ which will be charged at the hotel. Additionally, despite the app quoting rates which ‘include all taxes and fees’, you will be charged taxes and fees above the quoted rate. Customer service via phone is worthless. For transparent pricing and accurate rates I’m sticking to the Hilton app from now on as my ‘gold’ membership status is worthless.

Marriott Bonvoy feels like a legal scam.
Promised benefits rarely delivered, and customer service does nothing.
Loyalty means nothing here. Shameful.

Marriott hotel at 2,Resorts world Newport city ,Pasay, Manila, Philippines- discriminates on Filipino seniors vs non Filipino
The senior rate is only available for Filipino seniors! I’m a US citizen , a senior and a Titanium member for 10 years and now I’m being denied this privilege n special rate

This is the only hotel I know of anywhere that discriminates this way!

Moxy Bristol, had a one night stay with family. Friendly staff, lovely room, comfy bed. No complaints. I’d like to highlight reception staff Shadae and Agnes who where so helpful and professional

I’ve been a loyal Marriott Bonvoy member for years and have always booked my stays through my company’s official corporate travel portal — including my recent stay at the Sheraton Melbourne. Despite this, Marriott has now decided to deny me points and Elite Night credit, claiming it was a third-party booking.

What’s frustrating is that I’ve always received credit for similar bookings in the past. Even colleagues who stayed at the same hotel, booked the same way, did receive their points and nights. When I reached out to Marriott Bonvoy, I received a copy-paste policy response with no attempt to understand or investigate the inconsistency.

This experience has left me questioning the value of being a Platinum Elite member. If Marriott can arbitrarily deny benefits without explanation — even when there's a clear precedent — what’s the point of loyalty?

Extremely disappointing. I expected better from a brand that claims to value its members.

Another example of price match promise being useless.

Provided them screenshots and links to a lower price, which they refused because they didn't have the room available on their own website. Bizarre that wluld make any difference.

Hollow promises with cut paste service.

Travelling around Europe then SE Asia and Australasia. Every experience with Marriott so far very poor. They promise price guarantee as a member but I have found this not to be the case and when I did raise a price guarantee request… surprise - no response. I’ve started using (another chain - name withheld so as not to be accused of bias) as a result which doesn’t have a huge footprint but the service has been amazing. In particular Marriotts customer service is appalling - cut and paste emails and continually going through the same hoops. Life is to short - move on from Marriott

I’m a big Marriott fan but I’m about to switch over to Hilton. The last two trips we made to Tallahassee, the rooms were horrible. Neither shower would drain, the places was dirty and both hotels are so outdated . My wife refuses to stay their next time. The biggest let down for me was the sawgrass Marriott in Ponte Verda Fl, this place had beautiful landscaping throughout the property but the place itself was run down to charge somebody that kind of money. Marriott better get it together before they lose all the people that respect their places and would rather pay more for nicer hotels. We are almost at that point.

The host at the Marriott bonvoy desk at Jeykll Island is the most unfriendly I’ve ever met. No common courtesy at all. She does a dis service to the brand. For reference she is on duty 07-17-25 at 10:44 am

Lacking customer service, smelly carpet and possible mildew around fridge area.

Bonvoy policy around nights toward status is poor. I've stayed twice this year, 1 night and 3 nights respectively, but I booked two king suites for my family each stay. Shouldn't that equate to 8 nights toward my needed 10 nights for a status bump? You'd think so, after all, I've paid double the 4 nights' rate right? Called Customer Service and they flat out refused to credit me with 8 nights. I escalated to a Manager level but she wasn't budging either. This has left me bitter, it would have cost nothing for these agents to make me feel valued as a loyal customer. I wasn't asking for further points,...just the status nights. I'll have to look at Hilton more often now than I would have. Make better Customer Service decisions Marriott, do better.

In the last two weeks we've stayed in a few rooms. Each one had problems: leak in the ceiling, size of two shoe boxes with paint chips and cracking all the way around it. Water coming though the shower entrance. Was told they would put in a ticket. Never saw anyone in maintenance. 2nd visit: There were things issues reported so that we weren't responsible for the damages. Third visit: broken hinges on the coffee section (reported). Clogged sink (reported) and terribly stained bedspread
(not reported). The rooms were never picked up by housekeeping during our entire stay, didn't report that. The worst part of any of this is the front desk and the unfriendly demeanor. We were very soft spoken and understanding about the issues. There were 2 people specifically. One two nights ago at the front desk around 9pm. She was sitting on the couch in the guest waiting by front entrance. I was at the desk and she was almost giving me attitude asking: What do I need? I replied in a kind voice, "could we please get two pool towels and two shower towels". She said, "you need what? Looking disgruntled. I repeated my response (kindly asking again) and she still had a chip on her shoulder. I was standing next to the front desk but not behind it as she walked to the back office. She tiredness around to look at me and said, " You need to move back in a authoritative voice and again unhappy expressions". I smile and watch her turn around to get the towels. When she came back, her attitude was still the same. I didn't not mention anything and left.

I'm very easy going and so is my husband. This was very surprising to us considering they were upfront at guest services. Complete burnouts is what I thought. It's seems to be contagious among the front desk employees, they all seem miserable.

Extremely unprofessional. If I owned this hotel, I would be making a call to HR.
If I was paying for this hotel, I would not have stayed. Luckily for the hotel, it was paid for.

Our stay was off and on from 6.14 til 7.9
Member

If you plan to use Marriott Bonvoy as additional coverage on your rentals overseas, DONT!!!!. I turned in a claim from Iceland in Jan. It took 6 times of sending all the documents to finally get an approval. I used the card to rent the car and pay for the wrecker service. In May I finally got approved after battling. Now they said they have sent a check, no check, again they said they have cancelled and are sending another check, no check! Just got off the phone and you guessed it! No Check. They will cancel that one a resend another one. Why would I think after the 3rd time I would get a check.
I dont. Get the insurance provided or use your own. Dont think that Marriott will remimburse you for anything.. I finally understand that!

Hotel removed our belonging from our room the day before we were to check out. Front desk confirmed that this was their error. Some but not all of the items were found in the managers office. Each time I contacted the hotel they appeared to forget what had happened. Contacted Bonvoy. Hotel response to them kept changing from we were never there to we requested an early checkout. All lies. Bonvoy has made no attempt in fixing this and the Hotel remains unresponsive. Have been a member since 2002. If this is the new corporate ethic they can keep it.

Try to unsubscribe from constant emails. Click to unsubscribe then it will ask you for your email to unsubscribe. DOES THAT MAKE ANY SENSE??

Dreadful, the customer care team are hopeless, we stayed in New York at Westin Grand Central, room deposits are $300 per room and over a month later have not been refunded, contacted the support team on numerous occasions, the take ages to respond and basically don’t do anything….