Things slowly going downhill 2/5
Not normally a review person but this app broke the camels back. I’m a Titanium Elite (the levels and rewards have changed) and have noticed some things slipping. Previously a platinum elite, the changes I’m feeling are: platinum line not dedicated and speed of answer dramatically changed, the required points for rooms changed, sometimes without advance warning while booked, the cancellation policy is no longer valid at some hotels, there’s blackout times or I should say they won’t set you up with a room if the “points” rooms are occupied as they raise costs for special events... and now the app: navigation is pretty useless and constantly pushes you to a self serve model. Understanding there is a need to increase revenue but this is the hospitality industry; make us feel important. The one good thing was seeing that my free night from the Marriott card expires which I didn’t know.
Point system isn’t fair !!!! 1/5
By Coach Biggsy
There is a problem with the way you can earn points. I stayed two nights and gave the hotel my member ID, which they took and after paying cash I never received any points for my stay. I questioned it after month went by and after being put on hold for 45 minutes I’m told that it was ineligible because of the way the reservation was made. A stay is a stay, why would or should it be ineligible?
There are other hotels such as Hilton that makes a stay easier. I will go out of my way from now on to avoid booking with a Marriott Hotel. Thank but no thanks Marriott.
It isn’t fair how a member can earn points. It needs to CHANGE, don’t you make enough money already from us that you have to make it so hard to earn points. It is probably falling on deaf ears. It seems like Marriott don’t care if they run people off or care for anyone’s thoughts.
Maybe your Corporation should start a team called “WE CARE”
Mr William Fulton 1/5
New app is almost useless. One big promo and advertisement.
Email said check in online, but app showed no easy way to do this simple procedure.
To print out just the details of my stay have to waste pages of paper and ink.
Needs to be simplified and made user friendly,
The SPG app was so great, Bonvoy not so much! I have 3 different numbers now with this merger and none of the account numbers and passwords work. Hard to navigate. I am a platinum SPG member but have been disappointed since Marriott bought SPG.
Sign in screen does not work 1/5
By frustrated sign in user
I have tried the sign in screen multiple times. Freezes every time. Never lets you sign in.
Website not user friendly at all 1/5
We site not user friendly at all
Should have Oppty to add second CC after entering the 1st
Marriott is working hard to be the best 5/5
By Bonvoy G
We have been pleasantly surprised at the value and service provided. As a loyal SPG customer for years I was not excited about the merger. Even though there was some downgrading of elite status the new credit card opportunities have allowed us to regain much of the changes. The Bonvoy app has been regularly upgraded and is working very well.
Keep making the positive improvements and reward those that are loyal.
Good. Still needs some tweaking 4/5
By Joan of DC
Provides a lot of detail on rooms, including square footage. Does not let you see prices in dollars for foreign hotels (I was searching London hotels and all the prices were in pounds). No intuitive or obvious way to get the display in dollars, which is very annoying.
Customer Service Greatly Lacking 1/5
I have been trying to contact somone about a breach of my account for months now. The only time I have been able to reach someone by phone it was the weekend, and I was told someone would contact me during the week, and no one ever has. That was several months ago. I am in the military and currently overseas so that makes it more difficult as I dont have a US phone number currently and due to the time difference. The fraudulent charges on my account ended up being refunded by the credit card company rather than Marriott. Without anyone ever contacting me, my account is now under audit, and has been for sometime. Because of this I am unable to sign into my account. I cannot get anyone to speak to me about this, despite attempting to contact the company weekly for the last few months. As someone who had almost $1,000 fraudulently charged using this app, that is unacceptable.
Not impressed with app or rewards 1/5
App seems less about servicing guests and more like one big ad to sell stuff.
Keyless entry works inconsistently.
Rewards seem weak to me. Brought 2 groups for work and booked 8 rooms...2 nights...TWICE! Plus two $1000 plus dinners. Total spend almost $6000, I think I might have enough points for a weekday stay in Cleveland (no offense Cleveland).
Great app for booking my hotel 4/5
This app is quick and easy to use. I was able put in my destination and was able to chose from several hotels in the Marriott brand. I quickly found the price point I wanted to pay and voila’, I was booked!
Nice app but confusing navigation 3/5
The single navigation button on the bottom right of the app is not intuitive. I don’t think a user should have to mash a button several times to figure out which screen they want to use.
No customer service. Points lost 1/5
I contacted customer service about combining my points from the old SPG app, since my points were lost with the new app. I was told it would be a few days until I would get a response. That was almost three weeks ago with still no response.
So confused! 1/5
Where is the cash/points option? Why can’t I search multiple rates? I have to keep going back and forth between rate options to find the rates. Not user friendly at all like SPG site. Please fix. I’ll be booking at another brand until it’s fixed!
Forced update every time I go to open it. Lack of standard menu functionality. Really terrible design.
Reasonable, but no calendar?! 3/5
I have used the app to book a hotel, check a reservation, and do an advance check in.
Booking is okay.
Checking reservation is okay.
Do NOT use app for an advance check in. It has defaults that will screw you when you actually get to the hotel. My example: did an advance check in on the app, got to the hotel, they put me in a room with two twin beds, even though my reservation was for one king bed. Their explanation: “you accepted twin beds on your advance check in.” Actually, those words were nowhere to be seen.
Calendar: unlike every other travel app I use - hotels and airlines - Bonvoy does not provide a way to add a reservation to your outlook calendar. Seems like a no-brainer, right?
M D 1/5
By Jefferson Disney
Horrible customer service at front desk.
Asked for an email NO phone call please.
They still insisted on phone. Even though I said I have No service.
I was told to book a more expensive room in order to get a quicker check in.
Did NOT get any quicker service.
Very dissatisfied. VERY.
Bar staff and coffee staff exceptional. Everyone cared and remember our names.
Treated us so well.
Thanks to those that care. Front desk needs a course on etiquette.
Steve Coyle 1/5
Not easy to navigate. Just another sales tool! Hard to get to reservation made.
“My Account” tab not updating correctly, other interface issues 1/5
The “My Account” summary is not tracking the amount of money I’ve spent this year to re-qualify for Ambassador status.
I also dislike having to press the button on the bottom right to toggle between the different pages. It should be more streamlined.
Also agree that the mobile interactions with hotel staff, particularly requests, largely go ignored unless I follow-up with a phone call.
Marriott is the Comcast of hotels 1/5
The representatives at the Bonvoy customer service phone number will lie to you, charge your card without authorization, then tell you it’s not their problem to resolve. I have no words for how poor their customer service is, and a quick Google search will reveal that this is a prominent issue. Don’t get duped into thinking you have rewards points to cover a free stay when you actually don’t. There are plenty of other hotel chains out there.
A bit clumsy 2/5
-mobile key is very slow to come in
- can’t save edits to an expired card
-“book for tonight?” help banner covers multiple days on the calendar (ie not helpful)
prices only in local currency 1/5
No Such Thing As Platinum+ Service 1/5
This transition from SPG to "bonvoy" has been a terrible experience. As a Titanium member with over 400 nights in less than ten yrs, I am shocked at the lack of even basic support and problem solving provided by customer service. NOT ONCE, have I been able to get service that exhibits even an ounce of problem solving. If a Titanium member reaches out to schedule a work trip and the block of rooms under the group rate are sold out, one would think your response would be to call the 5 star hotel to correct this issue. Not, "sorry the block has been sold," followed by blanket silence and then a recommendation to a 3 star sister hotel. But this is the caliber of treatment bonvoy has decided to consistently provide to its top tier "members." This is such a disgrace and continues to erode the brand and thus dimish any brand loyalty.
Missing Credit All the Time! 2/5
I’m a Titanium Elite holder. Why is it so difficult to receive credit for stays? I have had to fill out missing stay forms for 3 recent stays because they weren’t credited. I never had this problem until Bonvoy.
This app is awful! It only allows for one mobile key for the room! I couldn't figure out our room number but had a mobile room key! Modified my credit card information and it didn't go through. Still had to go to the from desk at check in, wait in line, and get everything fixed. Bad idea Marriott! Stupid launch!
Lack of User Functionality 2/5
App lacks ease of user functionality.
Save # guests? 3/5
Frustrated that can’t save number of guests for future search. Continues to revert to 1 even when toggling on ‘save for future searched.’ Huh?
Bonvoy? 99% hate it 1/5
This has got to be one of the biggest marketing failures I’ve seen in my 22 year traveling career. Hilton Honors is absolutely loving life right now. I hope the team that came up with the marketing campaign and the team that attempted the design and development of this app are not listened to by Marriott Execs again in the future. Don’t just say embrace the change or we hope you’ll get used to it and grow to love it. Find some humility, change things back, or lose lots of market share. If you sort all of the comments by most recent just on this app alone, a huge majority of people not only gave you 1 star but had horrible things to say. Pretty telling. FYI, there are 400 travelers in my company and we’ve all standardized on Hilton even when most have been loyal to Marriott for years.
Doesn’t work 1/5
Your app won’t open. I click confirm and it does precisely nothing. It’s hopeless, I can’t get past the login screen.
What a useless unfriendly app 1/5
Enough said -uninstalled
Horrible App - NOT INTUITIVE 1/5
By W. Brimat
New to Marriott Rewards. Couldn’t figure out the app and neither could the front desk people at the Westin I stayed in. Not sure if my internet use is covered by my enrollment in the loyalty program. EVERYTHING IS UNCLEAR, and quite frankly, stressing me out.
Truly Horrible 1/5
Forget 5 star service, here you travel with the unwashed masses. Recorded music until unhelpful humans unable to get off script start assaulting you with questions.
Run, don’t walk to go elsewhere
How about the name Marriott on the Ap? 3/5
Would be nice when you are looking at all the apps on your iPhone to see Marriott somewhere. You now need to recognize some bogus name that does not really mean anything. Rest of app is fine. Looks more like change for change sakes
Can’t Get My Bills 1/5
By No worry
Horrible app! Should expect I could access bills from my previous stays. Instead, have to contact the hotel and have them send via email. Can’t believe they can’t make this work.
Joke app 1/5
Currently in a long term stay with two rooms. One room is crediting points every time they “settle up”, the other room has the bill shown in the app, but no points. From the app I wanted to send a message about this, but the only option is to call?! I don’t want to call. I want to send a message in the app and then wait for a reply. A feature common in apps since 2010. Also mobile key is a joke.
For ever as a loyal Marriott platinum I have relied on the web service. This new ap is a glitchy horrible broken nightmare. I can’t rely on it. Horrible
Useless for Rewards booking. 1/5
No mention of reward travel on the app.
I’m miss the old app 1/5
This new app is not user friendly when you book the hotel in the old app was easy to tell them you want early check in and what time and late check in and what time as soon as you made the reservation. This my third reservation it won’t let me pick that option. Also I’m trying to check out on the app and it won’t let me. But it let me check in 3 days before I even was coming to the hotel. Wish you’d put it back to the way it was before fine keep the name but make the app user friendly. Thanks
Cancel Reservation 1/5
There’s no way to cancel a reservation from the app. I’m not happy about that. Why make an update if the user cannot do what used to be done in the old version of the app?
Never again 1/5
By marriott disappointment
I have stayed at hotel previously and was always pleased with my stay each time. I will not return again. Hotel rooms are loud and we did not witness security at front door to prevent non guest from entering. A want to be DJ played music on the balcony with speakers blasting which added to the excessive noise from 4 o’clock in afternoon until early morning hours. Hotel guest continued to sneak people into the room without hotel addressing situation which disrupted other guest stay. Very disappointed with hotel and Marriott.
App is useless 1/5
By more than ticked off
I cannot get this app to do anything it says it will do! Cannot do mobile check in, nor can I use keyless entry. USELESS!
I only rated it a one because zero was not an option.
Who did your user interface work? Awful. Bring back the old. This is in no way an improvement!
Once hotel booked specific info , map disappears . Plus after reservations driving map GONE. I WANT THE APP WHEN I WANT IT !! I want local hotel info when I want it.. only need Bonvoy when searching !!!
Please make more user friendly. !!
Privacy Invasion 1/5
Despite deselecting all forms of junk mail correspondence from Marriott, I am still receiving regular spam from Marriott. It’s all talk and no action regarding your privacy.
No benefits and a silly name 1/5
Don't see the point of using the app to check in. Rooms are not assigned, wrong room types are being prepared. For detailed rate information of existing bookings it throws you back to Marriott.com.
Cancelling rooms 2/5
I travel a lot and with that my plans are always changing. On the rooms I have booked there is NO WAY to cancel rooms on the app. It’s a real pain
Issues resolved 4/5
Last update fixed the sign in issue where it appears as if the app is signing you in but it never does. Now full functionality is back.
VERY POOR App 1/5
App is Huge waste of time!! Not user friendly. Save time and CALL.