marriottbonvoy.com Reviews 368

My experience with the Marriott Bonvoy credit card and loyalty program has been extremely frustrating and disappointing.
I signed up for the Bonvoy credit card largely because of the advertised benefit of earning 1 elite night credit for every $5,000 in spend. By the end of the year, I had 49 qualifying stays—just one night short of the 50 required for Platinum status. To ensure I crossed the threshold, I deliberately put well over $5,000 in spend on my Bonvoy credit card before year-end, expecting the elite night to post as promised.
It never did.
When I contacted Marriott customer service, I was told that elite night credits from credit card spend can take weeks to post, and despite the fact that the spend clearly occurred within the qualifying year, they refused to retroactively credit the night. As a result, I lost Platinum status by a single night—through no fault of my own.
The customer service experience made things worse. Representatives were dismissive, rigid, and completely unwilling to take accountability or apply common sense. There was no attempt to escalate, no goodwill adjustment, and no recognition of loyalty—despite nearly 50 stays in a single year.
For a program that markets itself as rewarding loyalty, this was a textbook example of the opposite. The rules are opaque, the posting timelines are unreliable, and customer service hides behind fine print rather than supporting customers who clearly met the intent of the requirement.
If you’re considering the Marriott Bonvoy credit card or relying on elite night credits to reach status, be warned: the benefits are not as dependable as advertised, and Marriott will not make things right if their delays cost you status. After this experience, my trust in the Bonvoy program is gone.

The group randomly assigns 5-star status to its hotels - some are incredible and others are like an adult backpackers.

Also, the head office customer service is awful, which impacted the best experiences so significantly that I'd never stay with the group again.

Marriott hotels are a hit or miss. In some properties, the service is so amazing that you don't want to leave. And then there are the ones in Florida that leave you frustrated. What confuses me is that the budget hotels provide the better service overall.

Checking in we had the best experience ever! Jmani was the best front desk lady we have ever worked with! Marriott Clearwater beach!

Unbelievable that they have no text support, afterall this is a service for people travelling so being on call with customer support is incredibly expensive if even possible, please ! Get into the 21st century and get chat support please.

I have held a Bonvoy CC for 15-20 years. Last year I saw a promotion to upgrade to another version of the card and earn 3 hotel nights a year. Awesome. I did. I made sure to hit the requirements in the first few months.

I was ready to move all my card charges to this card and rack up the points.

The first month I did what I always do; I paid off the card 3 days early. All done.

About 6 days later I get a notice that I haven't made my minimum payment. I had put 3-4 hundred dollars on the card during those 3 days and so there was a 'balance'. I called in; hey, must be a mistake because I just KNOW you wouldn't give a 15 year customer this sort of hassle after sending you $5000 days before. Right?

Yep. And, oh, you've been a great customer but, too bad, we cut zero slack. Pay us.

So, I switch ALL my card payments back to CapOne. [awesome card].

But, I wanted my 3 free nights still.

I just went in to book a trip using the 3 free nights.

So sorry; that was ONLY for people signing up for the first time, not for upgrades!!!

I explained to Eric that I had talked to a human before upgrading to make sure I'd get those nights and been assured that I would.

TOO BAD.

So, I asked for his boss.

Derrick [kid you not, Eric then Derrick?] tells me the same thing. TOO BAD. You're screwed.

I told him that I was going to use my 1 free night and points on this trip in June and then, soon as I get home, cancel their card.

Yawn. Don't care.

These people are a scam -- not in the legal sense, I suppose but, still, in the moral sense.

Do NOT get a Bonvoy card of ANY type.

If you dont have one, get the Capitol One card.

meanwhile, I'm looking for a good replacement for my secondary card now.

I booked two rooms under my name. My daughter's flight was delayed by a day, and she is leaving a day later, so we have a staggered room schedule. One room was checked in and checked out the next day. Because the two rooms have different check-in dates, the Bonvoy system disqualified the second room's points. I tried to reason with Bonvoy's CS, going back and forth, but they cited the Terms and Conditions and insisted they would not award me the points. Who reads Terms and Conditions when they check in? And why did the counter staff not tell us? If they did, I would have my daughter use her own Bonvoy # to check in. That's right, they won't even let me change the Bonvoy # on my daughter's room afterward because I used my credit card to pay for the second room. $%#@^ I lost tens of thousands of points during a one-week stay at W Taipei.

I've been Gold Elite for 20 years, but I'm now looking into Hilton or Hyatt; it's not worth giving Marriott the business.

Horrendous isnt the right word

Got 2 x $1000 Gift Card that literally cannot be spent anywhere because like others have already posted.... you cannot book online, you cannot redeem, and you cannot give them to many Marriotts because they don't even know they exist......

Apparently you have to telephone the hotel directly which we have now done on multiple occasions and low and behold, nobody know what these Gift Cards are, or how they can be used..... we just get told... NO,,, can't use here.

Waste waste waste of $2000

I just checked into the Marriott Toronto airport on Dixon road after a long four hour drive. Today is Christmas Day and I was greeted at the front desk by a Christmas angel whose name is Anshul
This young man went over and above in his thoughtful care and courteous service in assisting my 88 year old mother and myself. A hotel is not where you want to spend Christmas night but as a result of the kindness and care Anshul showed, we felt like we were at home and with family.
Thanking God for Anshul and this Christmas blessing . With people like Anshul on staff, the Marriott will always be my preferred hotel of choice
Giving this hotel Full stars

They make it really inconvenient to contact the hotels that you book. I had made many reservations this year at different properties and need to contact ahead of arrival to plan my trip but the only way to do so is to phone at huge expense. When you do phone, the departments you need to speak to go to voicemail and don’t call you back when you leave a message. When you speak to reception they ask you to call back as no one is available, sometimes but not always at inconvenient times as in different time zones. So instead of having a relaxing and well planned trip, you are chasing after them to try and plan. When they email you a few days before and you reply they don’t answer. The whole thing is hopeless and if you want to raise this fundamental issue to help them improve their poor service, there is no option to do that either. Hence putting it on here, in the hope they read it.

NO MATTER THE HOTEL, the Bonvoy program is def a scam. No advantage over Joe Smith walking in off the street. In fact, the opposite. Online selections for members and member point use is restricted. Try to apply AAA or senior discount and room selection is further restricted. Staying multiple night, but don’t have points to cover a full night? They’re happy to apply your points to reduce cost of one or the nights, but the cost for the other nights is automatically increased. WTF??!! Yeah, can you believe that??
I’ve been a Marriott/Bonvoy member for many (+10) years and I’m quite tired of the abuse. I’m done with staying at ANY of the Marriott properties. They don’t deserve my money. Stay far away from becoming a Bonvoy member!

I stayed at multiple Marriott properties in Japan during my recent trip, choosing breakfast-inclusive packages at each. As a vegetarian traveler and Marriott Bonvoy member, I expected these globally renowned hotels to accommodate basic dietary needs. Unfortunately, I was extremely disappointed by the lack of vegetarian support.

Each morning, the buffet was heavily focused on non-vegetarian dishes, and only one or two very basic vegetarian items were available — often repeated daily without variety. Even simple staples like tofu dishes, sautéed vegetables, or egg-free entrees were missing. Most days, I was left with boiled vegetables, white rice, and a potato item — not what you expect from 4–5 star hotels.

When I asked staff if the kitchen could prepare something vegetarian, I was told there was “nothing extra we can make.” There was no effort or flexibility, and that was deeply surprising given Marriott’s stated commitment to cater to special diets.

I booked these premium stays expecting inclusion and care — but I felt overlooked as a vegetarian guest. It’s frustrating to pay full price for a breakfast experience that doesn't meet even the most basic needs for someone with dietary restrictions.

Marriott’s literature says they cater to vegetarian diets, but my experience in Japan did not reflect that promise. I urge Marriott to:
• Train staff to understand and accommodate vegetarian guests
• Offer clearly labelled, satisfying vegetarian options at breakfast
• Show real commitment to inclusivity for all dietary preferences

I sincerely hope Marriott will act on this feedback — because a brand known for excellence should ensure that all guests, regardless of their diet, feel equally welcomed.

I recently applied and received a Marriott Bonvoy Boundless Chase Visa Card. The promotion I responded to stated I would receive 3 free night stays rated up to 50,000 points max. per stay if I purchased $ 3,000 of goods and services within 3 months of receiving the card. If I purchased $ 6,000 within 6 months I would also receive an additional bonus of another 50,000 points. The offer also stated I would earn up to 17X points for every $1 dollar spent at participating hotels. When I received my card and related information from them it did not address any of these items promised anywhere in the material. I called both Marriott and Chase regarding the issue to discover that all I was getting was the 3 nights and they were only valued up to 35,000 points per stay. They told me it did not include the 50,000 bonus points offer, but they would request an up-grade and I would here back from them within ten to fourteen days if it were granted. I feel this is deceptive trade practices using a bait and switch tactic. I would like to know how many others have had this pulled on them. The only reason I applied for this card and not another competitors card was based upon their offer. Maybe a class action lawsuit should be filed against them for such deceptive practice.

I literally stay in a hotel no < 300 days a year; hence, I literally belong to every reward program out there. Whatever the hotel, I am in there program. That said, this Bonvoy program is the absolute worse program I've ever come across in my 20 years of building rewards through hotel stays. I refuse to dedicate more time in this note than I've already given to try and figure out just what the heck is going on with this so-called program. The hoops one must jump through just to get what's owed is a freaking nightmare, and God forbid you get two different accounts (emails) attached to the program. I believe they intentionally put one through heck hoping your time will expire and they will not have to give you what they promised, yes, there is a time limit in this crappy program also.

Marriott Bonvoy rewards customer service is horrible. They made a mistake with my points and refused to fix it - taking away 35,000 points, and it was an easy fix. I am Gold Elite but cannot wait to get a new credit card with a different hotel chain and leave Marriott. They have so many bad reviews and apparently do not care to improve cutomer service.

I would give zero! Stole money from my card, cancelled booking, but refuse to pay back claiming they are not responsible. The card company is notified and scam case is under review... Stay away and DO NOT give them your card details!

Very poor website . There is no way to contact them , either via phone , email or chat . Once you have made a booking , they don’t show you what type of room you have booked . When compared to bookings.com , it is very poor .

Seniors Discount
When booking, Seniors should always check the Standard Rate for a hotel booking, as the Seniors Rate can be more expensive.

Never deal with Marriott Bonvoy. I have increased my membership level with over 25 nights per year in their hotel and they do not even honor their obligations with room upgrades and discounted rates. I booked a room and they did not give me an upgrade or any benefit on the rates and when I asked for the upgrade which I am guaranteed through the membership, they just sad that they did not provide an upgrade and that i have to put up with it. When I said I would discontinue the membership with Bonvoy because of it, they even wrote to me the easiest way to cancel my membership

Is there supposed to be a in room microwave? Is the refrigerator supposed to stay open because the wire rack is gone? Are there supposed to be luggage carts for the guests? This hotel has a captive clientele because of UAB hospitals. If possible find a way to stay some where else.