marriottbonvoy.com Reviews 

Marriott Bonvoy and overall levels of customer care is best avoided. After a tine- consuming process after a very bad experience at their Innsbruck hotel, Marriott is one to avoid.
The worst aspect was complaints being dealt with, very obviously, by AI with pretend Indian names - a different one each time. There are many descriptions of this which I don't need to put in writing.

9 times out of 10 if something is going to go wrong its when we book on the Bonvoy app. Tonight when we checked in to our king bdrm suite, we were asked if we would mind a 2 queen bdrm instead. We definately minded since its not the room we booked and paid for. So they gave us a handicap suite instead. But as I said before, this almost always happens when we book with the bonvoy app. There is no loyalty. We have much better luck with the 3rd party apps. Also, the wifi at this hotel does not work either. Called the front desk, they said they dont know why.

It is impossible to use the free night award and customer service was useless when I contacted them about the issue. Bonvoy would be better to scrap it altogether so as not to frustrate their members.

I booked a stay at Townplace Suites by Marriott in Charlotte- Fort Mill SC. Little did I know that there are two identically named hotels both in Fort Mill. The one I called quoted a $30 rate for a pet overnight. When I arrived I was told that I must have called the wrong one, as their pet fee was $150 dollars- more than the cost of the room. I had no other choice than to pay the fee. The room now cost me $270 for one night. One would expect a nice room for that price. The TV had a completely blue cast- I was told that all the TVs were old, so there was nothing they could do. The sofa bed for my daughter was so worn that she felt like she was sleeping in a hole.. Finally, the most ironic thing was the sofa was filthy with stains. It’s like they charge a $150 cleaning fee, but then never actually clean! Just awful! Very disappointed in what I thought would be a nice place.

One of the best hotel companies, with the absolute worst customer service. We are now at day ten waiting for Marriot member services to post my correct stays and upgrade my status. For reference I’ve “lived” in the Marriott hotel since December 21 2025. It’s now march 5th. I’ve checked out and checked back in and I should have had platinum status right out the gate… wrong ten days later and still nothing.

Finally got an email back here is the real kicker. Due to my flying to Germany for 4 days for work, and I stayed in west side of Stuttgart Gm at get this “another Marriot hotel” which you’d think would bolster my points and make them super happy because not only am I living at their hotel at one location I’m choosing to stay at another one of their locations while I travel.

So because I stayed at a location for 4 days they said I can only have one or the other posted on the account. Were they going to let me know this? Hell no they weren’t. In fact had I not mentioned anything they wouldn’t have batted an eye. But here we are it’s been 10 days and I still haven’t received my points for my account nor my stays. And yes I’m still not a platinum status even though I’ve lived here for over 70 consecutive days.

IVR and customer service awful. Can't help me add a second name to a reservation so she can check in first. This should just be on the website in the first place.

Why choose Marriott if it's so difficult to make/modify a reservation.

⭐ 1 STAR – DISGRACEFUL FALSE CHARGES & WRONG CARD DETAILS
Absolutely appalled with our experience after staying at Garamond, Krakow.
We returned home to an email accusing us of excessive minibar use and cigarette smoking in the room — both of which are completely inaccurate.
Firstly, we do NOT even own the type of credit card they claim to have charged. That alone raises serious concerns about their billing systems and data handling.
Secondly, the minibar list is wildly exaggerated. Yes, we had a couple of drinks — but the invoice includes items we did NOT consume (Red Bulls, multiple spirits, duplicate soft drinks etc.). It looks like a generic bulk charge rather than an accurate room check.
Thirdly, we were specifically careful about smoking. I personally left the hotel multiple times to smoke outside. Reception staff can confirm this. To be accused after the fact feels insulting and dishonest.
We had a lovely stay in Krakow, but to come home to a 642 PLN bill full of inaccuracies and accusations has completely ruined the experience.
This feels like opportunistic charging once guests have left the country.
Very disappointed. I would strongly advise future guests to: • Photograph the minibar on arrival
• Keep all receipts
• Check your card details carefully
We expect this to be corrected immediately.

After 19 years as a loyal Marriott Bonvoy member, I was devastated to lose my 2 million points that expired in May 2025 without warning. Today, 2 March 2026, I called to request reinstatement using my existing points instead of paying for a one-night stay. The duty manager was subtly and passively rude and impatient, repeatedly using phrases like “I repeat that…” in a dismissive tone. She claimed she had no higher-up to escalate to, then promised Customer Service Manager Chris would call me back. I waited 35 minutes with no response. When I called again, she answered with the same unhelpful attitude. Another duty manager, Jeremy, but offered no resolution. At this point, no one has called me yet. This poor service from Marriott Bonvoy and Marriott Asia Pacific (claiming that they are separate entities) is unacceptable, I urge them to reinstate my points, allow points redemption for reinstatement, and send clear 3-month expiry reminders to prevent this for loyal members. My past years experience with Marriott has been disheartening.

@MarriottBonvoy @Marriott #MarriottBonvoy #CustomerServiceFail

Marriott Bonvoy is the worst point system experience I’ve ever encountered. The quality of their hotels is also declining. Several times I have not received point for my stays, asked for points for horrible hotel experiences and promised them but not received and it is nearly impossible to accumulate a decent number of points anymore. Shame on you Marriott.

To all reviewers and I honest to formally express my dissatisfaction regarding my recent stay at CitizenM Miami from February 18 to February 20.

Unfortunately, my experience fell significantly below the standards I expect as a Marriott Bonvoy member.

Upon arrival on the first night, there was no complimentary bottle of water provided in the room. Additionally, there was no iron available in the room. When I went to use the shared ironing facility, I found that the only electric iron device available was broken and unsafe to use.

I contacted the reception desk from Room 512 to request assistance. The staff member who answered responded in an unhappy and dismissive tone and informed me that someone would come to the 5th floor to assist. However, no one arrived after 20 minutes. When I called again, a staff member eventually arrived after an additional 10 minutes, again displaying an unprofessional attitude, and was unable to resolve the issue with the iron.

Overall, I was extremely disappointed with both the service quality and the staff’s attitude throughout my stay. The lack of basic amenities, delayed assistance, and unprofessional behavior made my stay uncomfortable and frustrating. I was there for the educational conference hosted by Miami Dade Community College.
I would strongly not to recommend this hotel for any professional, educators and administrators and families to stay at the CitizenM Miami.

Sincerely,
ZK

The points and free stays use a formula likely created by loan sharks and numbers runners. The name Marriott used to be impressive, but not anymore. You're lucky when you get a customer service agent who is knowledgeable, and it's clear they don't want customers to call. Avoid this one. Find a better hotel system. I will.

Was pressed my the staff to give them a good review also was told that we were at the right hotel but the picture says otherwise and we had a lost baggage at Heathrow irrelevant but the other marriot hotel had our bag and they weren't even kind enough to get our bag for us AT THERE OWN HOTEL (takes a few minutes to walk there) that was all. 2 stars

Great breakfast tended by Breakfast Specialist Brenda Brown who greeted me with kindness and a huge warm smile 😊

Worst app in the history. Nothing works. I tried signing up with several e-mails and I can't login afterwards. And support is non-existent.

We have a stay tomorrow and I don't know what to do?!

Mohammed Raoof Patel
FRONT DESK SUPERVISOR Is racist

Marriott sucks!!!
I have a stupid allergy to down feathers. For the upmteenth time I have booked a room at a Marriott property, and specified on their app in the appropriate field that i require a feather free room. As usual, i have all feather pillows. I usually just call the front desk and they get switched. This time however is different. There are apparently no feather free pillows on site, and I now can look forward to a sleepless night of strugling to breath! &%#@ you Marriott! I’m glad I am burning what is left of my points. UHG will be receiving all of my future business!

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.