marriottbonvoy.com Reviews 368

I am frequent traveler staying more than 60 nights per year at Marriott, Hilton or Hyatt. Of which, Marriott has the worst system.

BEWARE of Marriott Bonvoy program. The callous customer service does not live up to the brand image and feels like a scam.
Marriott at its discretion can cancel your account. Possible triggers can be
1. Your account does not have an email address
2. Your account has a corporate email address
3. You have booked more than one room for one night
4. Any other perceived issue.

Further, if the cancellation is not communicated to you by Marriott, you would continue to book under an invalid account with no recourse when you found out in due time.

-Shawn

WARNING: Unauthorised Charges and Zero Customer Support (1/5 Stars)

This review concerns a booking with Sonder at The Gilbert Hotel, Kensington, London (Marriott Bonvoy listing). The experience has been an absolute disaster, bordering on fraudulent, and demonstrates a complete breakdown of customer service.

The Problem:
I booked a flexible rate for August 2026. Instead of placing a temporary reservation hold (as is standard for flexible rates), Sonder immediately debited the full amount from my credit card.

The Cancellation & Refund Failure:
I cancelled the reservation via the app at the end of October (within the free cancellation window), and received official confirmation of the cancellation. Weeks later, the substantial debit has not been credited back to my account.

The Service Black Hole:
The most unacceptable aspect is the complete inability to contact anyone for assistance:

Phone: The provided UK toll-free number is unreachable from Switzerland. The standard UK landline number I was given also failed to connect.

Email: No direct customer service or hotel email address is available.

Global Line: The Marriott international freephone line is inaccessible from Switzerland.

Conclusion:
Sonder has taken a significant sum of money for a cancelled, flexible booking and has provided zero accessible channels to resolve the unauthorized charge or process the confirmed refund. This is not just poor service; it is a scam-like practice that has left a customer stranded and out of pocket. I will ensure I never use a Marriott-affiliated property worldwide again. Travellers, be warned.

I booked, and paid, fora tour through the marriot bonvoy website. The tour operator never showed up. After various attempts I finally got in contact with him. He said he no longer runs thois tour, and that the hotel never should have sold it to me.
I have emailed the Westin in Melbourne to follow up, and have not heard a response. VERY DISAPPOINTING!!! Do not book a tour through their website!!!

I recently stayed in the Marriott Bonvoy in New Orleans. The hotel itself was fine, however, the customer services was atrocious. The staff in this hotel need some serious training or let go. I work in the travel, tourism and aviation industry and travel numerous times a year, this has to be the worst hotel manager I have dealt with. I checked in and received an upgrade, late check out, access to the M Club and $30 room credit. The following day I asked at check out if I could use the room credit to pay for valet parking and was told this would be fine. When we were checking out a few days later we were told that valet parking was a different company and the room credit could only be used for food and beverage. This would have been fine had we have been given the correct information, we ate in the hotel and could have used the credit for that, however, we paid for the meal. We asked to speak to the manager and when she arrived was so rude and dismissive. She snatched the bill out of my wife’s hand started to walk off and my wife followed her. She turned and told my wife to stop following her. We explained that if we had been given the correct information we would have paid for the meal with the credit, why would we not have used it. The manager was insistent that she would not do anything about it. I would not recommend this hotel to anyone, over the 5 days we stayed in the hotel we met several people that complained about rude staff and poor customer service. Do not stay here, it will ruin your trip, there are plenty of other hotels in the same location, try them, we have and we will return to them and not use Marriott Bonvoy again in New Orleans.

I complete an application for Marriott Bonvoy Boundless credit card through Chase. The Marriott website had a promotion that if I completed the application for the Marriott Bonvoy Boundless credit card I would receive $400 e-gift card. Unfortunately, I never received the e-gift card. When I called Marriot customer service phone number, the representatives were rude and unhelpful. They insisted that Chase issues the e-gift card. When I called Chase, Chase insisted Marriott issues the -gift card. No one wants to issue the gift card, but both agency agrees I should have received it. What is a customer suppose to do? Neither company wants to take responsible for the e-gift card, but I have a bill. This is a classic example how big business treats their customers. The lack of caring and problem solving on the behalf of a customer is non-existence. This was the switch and bait tactic that big businesses have been using for years to take advantage of their customers. I expect this from Chase but not Marriott. Marriott needs to live up to their promotion and pay for the room I booked and issue the remaining balance of the gift card.

My stay was excellent. This was in Milton Keynes and I was checked into the hotel my Medina who could not have a better job; she was incredibly happy/friendly and her assistance and personable personality were what we wished every hotel reception would provide. The room was very clean and exactly what this doctor needed.

DECEIVING - UNTRUSTWORTHY

Called to book a stay using points. Was told additional payment was required. Im based in Melbourne, and booked a melbourne stay. Advised it was $212 and $322 was taken out as payment. Officer apologised and said opps its US not AUD. I asked for this to be cancelled and refunded. Was advised it will be refunded within 5 business days. Turns out the officer made me buy additional points (which i had no knowledge about) and therefore is now unrefundable. They scam you in the most deceitful way possible. Illegal to say the least. Reached out numerous times and yet to receive my refund. Had the general manager get involved and without hesitation although he did help to get me clarification, proceeded to wipe his hands clean to say out of my hands. Nothing to do with us…

DO NOT TRUST !!!

Do not, I repeat, do NOT book with Marriott Bonvoy! I booked a hotel stay in one of their properties & six days before I was supposed to check in, they sent me an email canceling my reservation. I reserved my hotel in April for a stay in October & with basically no notice or explanation, they canceled & left me scrambling to find a place to stay. When they did respond, the reason was a "booking complication". When pressed, they said they overbooked. Absolutely UNACCEPTABLE!

I am a titanium member for a while and it means nothing to Bonvoy… my ‘night upgrades’ are expiring since no hotel is actually honouring them, the late check-out at 4pm is never ‘possible’ even you can see the rooms chosen as being available for booking still, their customer support is ignoring me big time… Ridiculous; I’m simply fed up and will be going somewhere else. There’s plenty of options.

I called to check if Fairfield in Reno had availability.

The reservation agent continued to be persistent that I should book with them rather than booking online as I may loose the room.

I provided my details and lo and behold the room was swooped by someone else based on what they said.

She then tried to push me other hotels and said there is a conference going on and I would end up with no rooms and given I am with my two dogs that won't be a nice place to be.

She recommended a hotel which I booked which when I reached realized for a long stay hotel - Woodbridge suites in Reno.

That was absolutely not the kind of stay or hotel I was looking for but because this was a phone reservation this was not refundable.

I did not appreciate being sent to a hotel which didn't meet my needs and also being lied to (I didn't hear of any conference that was going on by the front desk folks when I checked in).

Bad experience.

Building Lodges on land where wildlife has passed for many many of years? You should be ashamed…
They where using these passage long for you were born and you have no right whatsoever to ruin natures call!
Do the right thing and move out

I am writing to express my frustration with how my recent reservation at Le Méridien Indianapolis was handled. I booked this stay specifically to use an award certificate—it was the reason I chose this hotel and made the trip. Instead of applying the certificate, the booking deducted points from my account. Before completing the booking, I even called customer service to confirm that the reward certificate would be used.

After discovering the issue, I called again and spoke with a representative who told me there was “nothing that could be done.” That answer is unacceptable. Clearly, there are ways to apply a certificate or to credit points back when a booking is mishandled. The call was unnecessarily obstinate and unhelpful, leaving me with the impression that Marriott is unwilling to support loyal customers.

This experience makes me reconsider my loyalty to Marriott. I have been a dedicated Bonvoy member and cardholder, but if this is how issues are handled, I will seriously evaluate moving my stays and my credit card spend to another brand such as Hilton or Hyatt.

I expect Marriott to resolve this by either applying my award certificate to the Le Méridien Indianapolis reservation as intended or restoring the points that were wrongly deducted from my account.

Stayed in a Marriott town place two bedroom so-called suite in Livonia Michigan this past week morning warning this place is a dump the bathroom so clogged the water overflowed no clean towels in four days nobody came in the room in four days. The place has people living in. It be warned stay away.

If you not reserve directly with Marriott, no chance in hell to get your night(s) recognized for the fidelity reward system. Absolutely ludicrous. Great way to lose customers.

My daughter saw a dead roach as we entered the bldg. That was my warning. The last night i saw two roaches crawling on the wall. The next morning I saw one more in the dining room. Management has not resolved me feeling that i should give this property anther chance. Hilton was a great stay. Fairfield Inn our over 20 years has ended

I am a shareholder of Marriott and a Bonvoy Platinum Elite member. Marriot's customer service on the phone is absolutely horrid. The customer is not well trained and interrupts me when I tried to answer his question. In fact, the customer agent hung up on my call on Sept 17, 2025 at 10AM PST when I called about a potentially fraudulent charge.

P

I am a Platinum Elite Marriott Bonvoy member for many years. Until my most recent trip I had very little challenges with the program. Recently I took my family to a Marriott resort in Jamaica where we stayed in 3 rooms for 7 nights. We chose the hotel because it was a Marriott property but had a travel agent book the room, along with the airfare, transfers, and excursions. Because it was booked through a travel agent, Marriott refused to give me my rewards. A typical sleezy move from a big corporation. I could not be more disappointed. Not only do I travel with my family, but I travel for work, and I encourage my sales and executive team to stay in Marriotts with their personal rewards programs. All of that ends today. I will not stay in a Marriott and I will not reimburse my teams if they choose to stay in a Marriott.

The Marriott Bonvoy program is a joke. It is supposed to reward loyalty but instead ignores it. I am a Gold member and often times I check into a hotel and they do not acknowledge my loyalty, let alone offer any of the perks. When I bring it up, they scoff at it like it means nothing. Then when I stay at a hotel, often nights are not counted due to discounts on rates, money is money, loyalty is loyalty. So I paid $350 per night instead of $400, this should still count as it is money in your pockets instead of Hilton or Hyatt. I have choices and I think I am going to start making some new ones.

I have been waiting for weeks without a proper response or solution. €250 was wrongly charged to my account, even though I already paid the correct bill. Despite several emails, the issue remains unresolved, and my money has not been returned.

This feels like theft – you have taken my money without permission, and now I am forced to contact my bank to reverse the charge.

Very disappointing experience. I would strongly advise others to be cautious when dealing with this hotel.

They are very racist with Hispanics and they steal things. They stole 3500 in cash from me. The manager didn't want to give me my bag with my cash, my polo shoes, or my iPods.