Marriott Bonvoy: Book Hotels Customer Service

Marriott Bonvoy: Book Hotels Positive Reviews

Poor Design and Functionality, MARRIOTT PLEASE LISTENThis new App is almost useless. It is not user friendly or intuitive. It is also generating hordes of unnecessary paper if you want to print your reservation details; there are way too many advertisements to “partners” on it’s side bar links to “Get more Info” (or similar words), and fonts are overly large for what we need to see. However, when you click on any of the links, it just takes you to the overall Bonvoy site. You would think that if you want to see local dining options, it would link you to restaurants in that area, but it does NOT. Ditto for the other ads included - car rentals, things to do, etc. Total waste of time. MOST IMPORTANTLY, there is no where that I can find in this App that I can submit my room/stay preferences (room location, view, housekeeping, etc.). Marriott needs to QUICKLY RESOLVE the functionality of this App for it’s loyal members. I have had to call Owner Services, my home resort, and email the customer internet/web support numerous times and spent hordes of time about my upcoming reservations- most all were to no avail to resolve my requests. As a multiple week owner at a high demand resort in Vail, CO (Streamside) I find this to be an unacceptable level of service. The only folks I’ve found responsive are those at the resort, who assist as they can. Marriott, PLEASE FIX THIS! Platinum Elite Member (Xxxxxx559).Bimini billVersion: 9.0.0

Appreciation and frustrationI love Marriott, Bon Voy my daughters are traveling in Connecticut and me being a team member for Marriott. I am able to get them a room for good price. My only problem is every hotel has a different standard when you’re sending a family member. I think everybody in the business should realize these are our children that we are sending and getting rooms for. The employees at the front desk should treat them as their own children would be treated. This is not the case across-the-board. I have had trouble adding my daughter to the reservation through the Explorer discount. My daughter has the form her name is on it I made the reservation in my name. Because the account is in my name.. They had a terrible experience with a particular front desk associate. They have the explore form it was 1 o’clock in the morning. I made a reservation online for 65 plus I realize the essentials fee. Only to have. The front desk “a different rate for my daughters. Hotel clearly wasn’t sold out. And at one in the morning, I think that we is Bonvoy associates should be a little more accommodating and kind. What is the form for? If they show their ID have the form reservations made. And they can’t have the room. I because your name is not on the reservation. What’s the sense of the form? I’m sorry if I sound a little frustrated, but they have your three daughters in limbo at one o’clock in the morning is a little stressful. I do appreciate the discount. Knowing that comes to all of us. Because of the low wages we are all paid. So that is much appreciated..A town chargersVersion: 10.78.0

Irish ReynoldsI am a traveling CNA and I’m currently in Cedar Rapids Iowa I’ve been staying at the town place suites, Marion I don’t usually take the time to write a review but the service I’ve gotten since staying at this hotel deserves MORE than a five star rating the staff here is amazing they go above and beyond their call of duty to make you feel valued, appreciated, and welcomed from the front desk agent (Jennifer) who lights up the lobby as soon as you enter and greets u with love and joy when u walk through the doors, to (Darla) the mid shift agent who went out of her way to assist me with my check in and also (Christi) who didn’t laugh at me when I slept in an ice cold room not knowing I had my a c control on 🤦🏽‍♀️she promptly came up to my room to personally attend to the possible issue and was willing to move me to a more comfortable unit until we discovered it wasn’t the AC it was me the operator 🤷🏽‍♀️ these are just a few of my experiences that I’ve encountered that bought me much needed laughs and made me feel I was home away from home from the front desk team to the amazing housekeepers!!!!! I stayed at one other Marriott in the area but QUICKLY returned back to town place for the customer service, beautiful scenery and most important THE STAFF LOVE!!!! do yourself a favor and always book town place suites Marion you’ll thank me later❤️.Irish ReynoldsVersion: 10.84.0

ONE MAJOR FLAW..The biggest problem with the app (I'm 99% sure its designed this way on purpose) is that it sorts the results of the hotel by loswest night rate - not the total of all the nights. So now, to see how much the hotel is for the entire stay, I have to click on the room like Im about to reserve it. From there, once I see that the first night is SIGNIFICANTLY lower than the rest of the nights (nice job sales team), I back out and look at the next hotel's rates. HERE'S THE WORST PART- Once you back out of a room (after you see the price), that room goes into "limbo" and is unavailable. I dont think it's forever but im not sure how long. So if the hotel only has 2 rooms left and I check out the rates on both of them (which I have to do because of the grimey sales tactics), the hotel appears as no rooms available. Edit: in response to the developers response- you have to view the summary of charges to find out the total price of the room. I get that. But everytime you view the summary of charges, and go back to the previous screen, that room is now not available. Try it - use the app, look up a room at a nearby Marriott and use next week as your stay dates. Select the first one (member rate/king/guest room or whatever it is) view the summary of charges. DO NOT select book now! instead go to the page before. What you have now done is removed one of that hotels available member rate/king room at that price. Now if the hotel has 5 of those rooms, try viewing that room's summary of charges 4 more times. Eventually that room will dissapear from the app results...All because you didnt want to put the room's total price on the page before the summary of charges..Mike213Version: 6.10.1

JW Marriott Resort & Spa Summerlin NevadaAs a platinum member with Marriott one expects certain privileged. My request is always a King and yet multiple times when I have checked in I am told there are none available. When I inquired with the individual checking me in how this could be given I book out 4-6 weeks the individual shared with me that if someone checks in before me and they want a king they will put them in the room. I don’t understand why managers are ok to take away my room and give to someone else. What’s the point of being a loyal Marriott member if you give my room to someone who is probably beneath my platinum level?What prompted this review was the horrible coffee service in the rooms. You get one creamer and sugar packet each day (they have two in a pack). It’s the dry creamer to boot which one would think they could upgrade to the liquid creamer which even Springhill Suites carry this. This morning I woke up on my 3rd day realizing they did not restock the coffee. I called the front desk to have them bring it up and was told the hold time was 1 minute, after a few minutes I was told the hold time was 2 minutes and after another few minutes it was 3 minutes. I had to get dressed and go downstairs to get coffee as no one was obviously answering the phones. The manager here needs to look into the practice of giving away your preferred room and upgrade the coffee condiments. The preferred method would be to have multiple coffee and creamers stocked for the duration of one’s stay so if the cleaning staff forget you are covered. That being said the staff here are great and I like the rooms and location. I stay here weekly for work and enjoy the amenities the hotel has to offer..Bad coffee serviceVersion: 10.54.2

Marriott the absolute best!We recently took a 8 day trip to California for our 25th wedding anniversary. We traveled back to San Francisco where we had our honeymoon and then went as far north Healdsburg. We rode horses in lake Sonoma. We drank wine in Napa can’t even tell you what a fabulous time we had in the weather was amazing. We drove the coast and back 563 miles! Stayed at the most amazing Marriotts all along the way we had some changes and they absolutely accommodated us with no problem whatsoever the hotels were fantastic, and the service was amazing! We redeemed all our miles for this whole trip and made point back for staying in the hotels with the specials offered on points, we were absolutely stunned when we got a beautiful BMW four series upgrade included in the Marriott air/rental/hotel package. This is the first time we’ve been through this program. It was absolutely fantastic. I can’t say enough we love being gold, elite members and are looking forward to the next step, which is platinum. Use this program again for our next trip out west and then our next trip over the pond to England and Scotland. We love Marriott and cannot wait to use the house rental Airbnb program as well. The Man-Son-Hing Family.CEMSHVersion: 10.71.0

Cleanliness/updatingHi, I am grateful to stay here - but I write this in the hopes to see changes should I return the next visit—the lobby is amazing and beautiful and clean,staff is friendly. The bartender/baristas prepared my hot drinks quickly and the chef prepared my breakfast extremely well that I would have breakfast there regularly if I could. In regards to the room, I would like to stay here again-the bed was nice,the pillows were nice but I would like to see a change in this hotel and in the hotel industry worldwide-I think shower curtains need to be made obsolete everywhere including the ones in this hotel need to be dismantled for good and that there should be frosted sliding plexiglass/ fiberglass/unbreakable glass doors instead because the curtains no matter what material they are made from are promotion to microbes/dampness/cross contamination. Sliding doors should be easy and quick to deep clean/disinfect/sterilize and more permanent whereas shower curtains may be disposable& not eco friendly. Also, the rooms carpet had all those odors indicated dampness,mustyness, possible mold. I saw dust on the thermostat and saw tiny scratch marks and stains on the bathroom sink countertop. I think the closet space felt unclean. Could there be possible wall insulation because my room neighbor kept yelling loudly or slamming doors/talking obnoxiously loud within the first two hours on my first night of stay..Telugu/English to HindiVersion: 10.76.0

Renaissance Barcelona, SpainThis is our fourth visit to this wonderful hotel! From check-in to check out, everything was superb! The staff and service remain impeccable. The hotel itself has been somewhat renovated and it’s absolutely beautiful. The rooftop bar /restaurant has been renovated and is wonderful. It now separates the pool area from the main dining area, which is great. Named Cojo, the restaurant has excellent food for anytime of the day. The views overlooking the city are spectacular! special shout out to our servers there, Tristan,Ana, and Miguel. They always remember us and we are so grateful for that. What a treat to have such ambitious, helpful young people working at your hotel. Breakfast each morning couldn’t have been better. A little something for everyone from all different countries. Thank you so much! The hotel is conveniently located therefore perfect for any stay in Barcelona. so easy to walk to many of the main sites or to catch any of the hop on hop off bus tours that are readily available. Mohammed, a tall, handsome man greeted us as we arrived and Mishael checked us in. Both outstanding employees! To sum up, all of the staff were exceptional and treated us so very well. Thank you again for a fabulous stay!😘.Three days in Barcelona, 2024Version: 10.73.0

My StayI have stayed at this Hotel several times and each time I have stayed. My Room I reserved and paid for somehow always gets mixed up. I am always given a Handicap room without the sofa bed, which I paid for and each time I bring this to the attention of the staff on duty. I am told they’re fully booked and if I can stay in that room until the next day. Well this particular time I was asked to stay in the room that was available and they will move me the following day. Fast forward to the next day I was moved to another room which was a nice room until I noticed the floor was soaked from the Air conditioner leaking. I was told the can move me again (this is my 3rd move in 2 days) once I arrived to the 3rd room I noticed the room was significantly smaller. I brought this to the attention of the staff on duty and immediately was told “All the rooms are the same size”. I had to convince the staff member to send someone with me to compare both room sizes to one another. Once the staff members arrived they immediately noticed that the room was for sure smaller. They offered a fourth room which turned out to be the same size as the 3rd room offered. After a long drive I was exhausted and said forget it I will just stay in the 3rd room I was given out of frustration. Now we are on day 3 and I went to the front desk to ask if the larger room is now available that had the leak. I was told that room has already been booked and that was pretty much it. The Staff did say they would accommodate me with some points which was a nice gesture but the amount of points offered in my opinion was some what of an insult. Although this visit wasn’t the greatest it’s still not a bad hotel it’s a very nice hotel in a great location. I just wish this particular stay could have been better than the last few..Stormwave 1Version: 10.52.0

Overall, Great App - Still Miss SPG!Overall, this is a great app and even after the transition from SPG I think the app outshines. If I were rating the rewards program, I’d give SPG an A and the new program a B- But that’s not why I’m here - so I’m rating the app not Marriott, SPG or even the Bonvoy program. Overall, the app is very easy to use and like many Marriott properties it really depends on the property you are staying on how well it integrates with he app. In my experience, about 1/3 of my stays truly honor a mobile check-in where I get a mobile key without visiting the front desk, perhaps security perhaps individual hotel preference. I will say that all properties do use the chat feature which is great when I need to communicate a non-urgent issue or perhaps let the staff know about an issue in a room for the next gift. Mobile check-out is truly the best, it works almost all the time. Booking on the site is easy and straightforward. One of the best features that I like (might not be from the app) but how I get WiFi quickly since it remembers my device at every property. Overall, I think the app is well done, the rewards program is okay - still my brand of choice. Thanks Marriott!.PennCCRNVersion: 9.19.0

Would be great if hotels actually honored half of the features!!!Marriott Corp has tried to make a good app - but problem comes to the fact little to none of the hotels use the pre-order functionality to stock your room, they don’t use the chat function if you need something while at hotel, they do not honor the checking or late checkout out function (they don’t care and still need to use old school process to know if they can accept a late checkout). App does not notify you of a room ready early either - as the hotels don’t use the feature. App is good to book and change hotels if needed - to change a reservation you are better off cancelling and rebooking as app is not flexible on honoring changes. Basically the app is good to track Marriott points and the progress each year to make Reward levels (not a perk for me as I’m lifetime Platinum member). So being lifetime Platinum you would think Marriott would listen to their customers and force their Marriott properties to use the features in the app - or do away with the features all together. FYI - I’m also an Elite member with Hilton properties and guess what - their Hotel locations use the app and it actually works really well....BusterSEMMVersion: 6.9.1

Waikiki Family VacationOur family made a decision to fly nonstop 6-7 hours, leaving at 11am with arrival 3pm there, from Dallas,Tx to Honolulu. We Ubers to Marriott Bonvoy Waikiki Resort. There were other hotels we could have stayed in which we had another two family groups staying at Hyatt near us. After coming uptown to our hotel, they wish they had chosen the Bonvoy also. We chose Bonvoy because of history around U.S. and especially San Juan Puerto Rico’s 28 years of being a loyal patron for Business, vacationing, and Adoption of two siblings in 2003. The Marriott became our yearly vacation as they aged from 3 & 4 until they were 16 & 18. Marriott’s Group especially Bonvoy always made our stay’s memorable. We can honestly say say the Waikiki Bonvoy went overboard with beautiful surroundings, the clean beach front, the restaurant, lobby bar & big screen TV, Starbucks in lobby also & a large ABC store also in lobby. We had to rooms on 27th floor facing Diamond Head and Pacific Ocean beaches. The rooms were large, unbelievable clean & fresh. Beds & Pillows were Marriott’s Signature Best. I got to say though, my favorite evening was at the Lu’Au dance group and buffet diner. The dancers were exceptional and included a little girl & boy separate dance that was very impressive & cute. We paid the $200 for VIP tables… up close, possible participation in dance, tattoos with wash-off markings, free drinks with reduce cost “shelf” liquors and at end photos with dancers. We had loud, crazy time for 3-4 hours that evening… lots of smartphone video and photos. We decided as a family we would stay at Marriott Waikiki Bonvoy again two years, 2027. Thank you to all the Valet, Front Desk, Concierge, Entertainment, House Keeping, and rest of personnel that our family vacation memorable..Convenient’s or OldVersion: 10.90.1

Up to 3 rates?Edit: The app has gotten a lot better over the years. The things that were missing have been added so I haven’t had to go to the website at all for awhile. Unfortunately, with the latest update, I can only choose three rates instead of five. I always have multiple rates and being able to search for up to five has been very convenient. Now even the website is down to only one rate. What gives Marriott? It makes it harder to shop rates. Previous: I was very ecstatic when I saw this app and downloaded it immediately to make a reservation. I picked my hotel and tried to sign in to complete the reservation. For some reason, it won't let me type in the fields so I can't sign into my account. It is very frustrating especially when it starts me over and takes me back to the home screen. Edit: With time, this app is getting better. I like it and after an update I was able to sign into my acct. I just wish this app was all-inclusive. I still have to go to the site to track my progress for rewards, view old reservations, among other things. Still, it's pretty solid and I prefer to make reservations here than through the site..CokeleVersion: 10.86.0

Marriott are the best hotels!I have been a Marriott Platinum Elite member for over 11 years. I started staying with Marriott for work, but that transition became life. I would up having to live in a Marriott for almost a year, with a 6 week old and a 3 year old, as part of relocation and difficult transition. The difference between Marriott and other hotels is simple. People check in and check out of hotels all the time. Often times for a week or so at a time. Sometimes more, sometimes less. Most people also choose a hotel based on price or availability obviously. I can tell you, the Marriott difference is they truly make you feel like family. While staying with Marriott, in such a tough time, they threw my kids a birthday party, always made us feel like without a home, we had a home. That was 2014, and now 10 years later I have 1,093 nights in a Marriott Lifetime, and regardless of price or location, I always choose Marriott to stay for work or with my family. As a company, They don’t make the difference, they are the difference!.ImRich79Version: 10.78.0

Works mostly ok…most of the time1. Why does the app not show me past non-point earning stays? I can add a non-point earning stay when its upcoming or current but when the stay ends, it just disappears from the app and does not even show on the website. The customer service reps can see it on their end but the app just filters them out. 2. Your check in feature doesn’t always work. I checked into a hotel when I was prompted, added a credit card for incidentals, and opted for the digital key. When I got to the hotel (when I was informed my room was ready), I went up to my room without going to the front desk (because that is the whole point of the app check in) but the key was not available in the app. I had to go to the front desk to get it sent to my phone. Then I ordered something and attempted to charge it to the room when I was informed that there was no card on my room. No where in the app did it tell me any sort of failure or error happened. Just didn’t work. It did check me in but that is all. Not really much of a point of doing it via the app though if I still have to go to the front desk..Mdub1987Version: 10.23.0

The app that makes a difference in travelTitle: "A Travel Companion Like No Other" Review: The Marriott app has swiftly become an indispensable companion in all my travels. Its sleek design and intuitive user interface have made tracking my rewards points a breeze, subtly nudging me closer to my next goal with each stay. Marriott has always been my hotel of choice regardless of which corner of the globe I find myself in. Their vast selection of 4 1/2 to 5-star rooms never fails to add a touch of luxury to my stays, making every trip feel like a lavish retreat. This app not only consolidates all my bookings and preferences at my fingertips but also enhances my loyalty to Marriott, by constantly showing me how close I am to my next rewarding experience. With each journey, I am greeted with stellar room choices, each one seeming to outdo the previous. Through this app, Marriott has managed to seamlessly blend the practicality of booking and point tracking with the allure of their exquisite room variety. It's not just an app, it’s my passport to a world of comfort and luxury..Bernard jordanVersion: 10.54.1

Shahbaz Khan (Human Rights Consultant)Stayed at Marriott Casablanca between Sept. 2nd to 4th. It was pleasure to see this beautiful city. Hotel staff welcome us warmly at the doors, front desk Staff Ms. Jehan was pleasant person and checked us in quickly. In cafeteria on breakfast, we met Mr. Ilias at desk, extremely welcoming employee, nice, soft spoken and courteous very fluent in English. Although I talked in Arabic with him but he showed his best services to us. Ms. Wadiaa is another very efficient server we met. She serves us everything we asked for. We recommend to visit these efficient and courteous people if you visit Casablanca. Thanks everyone at Marriott Casablanca. Love you guys❤️. أقمت في فندق ماريوت الدار البيضاء بين 2 و 4 سبتمبر. كان من دواعي سروري رؤية هذه المدينة الجميلة. يرحب بنا موظفو الفندق بحرارة عند الأبواب، وكان موظفو مكتب الاستقبال السيدة جيهان شخصًا لطيفًا وقاموا بتسجيل وصولنا بسرعة. في الكافتيريا أثناء تناول الإفطار، التقينا بالسيد إلياس في المكتب، وهو موظف مرحّب للغاية، لطيف، ولطيف، ومهذب ويجيد اللغة الإنجليزية. ورغم أنني تحدثت معه باللغة العربية إلا أنه أظهر لنا أفضل خدماته. السيدة Wadiaa هي خادم آخر فعال للغاية التقينا به. إنها تخدمنا بكل ما طلبناه. نوصي بزيارة هؤلاء الأشخاص الأكفاء والمهذبين إذا قمت بزيارة الدار البيضاء. شكرًا للجميع في فندق ماريوت الدار البيضاء. أحبكم يا شباب❤️..Shahbaz Abu AhmedVersion: 10.54.1

RTWI used to love this app and when it’s working it’s a great experience. But in the last days, maybe corresponding to an app update?? none of my upcoming or canceled trips are visible at all! Problems get worse cause when I log in online I can’t see them either. After 2 lengthy calls to Marriott they politely reassure me that my upcoming trip reservations are all still ok, but had no interest to hear about the technical probs of the interface. Other problems persist online too with hotels shown as available then disappear once u want to make a booking. Or crazy stuff like the member rate being higher than regular rate for some hotels and some stays. Yes it did happen and verified it multiple times. I did all the regular stuff like log out and log in again, clear the cache, delete and reinstall the app on multiple occasions with no fix. As a titanium member and regular traveler this is frustrating to say the least. It’s enough for me to go back to Hilton! Please Marriott fix it soon and I will stick with you..RTW747Version: 9.20.1

Good But Needs ImprovingThe app is good, but could definitely be better. I completely agree with the other reviews that any function in the app that was designed for interaction with the hotel staff (chat, special requests, etc) is useless. I’ve tried it several times and then called the front desk to ask if they’d received the request. None of them ever had. And more times than not, the person who answered the phone didn’t even have a clue as to what I was talking about. Marriott needs to focus on training and ensuring that their hotels are 100% on-board with the app communication features. Another HUGE improvement that could be made to the app is a floor plan map (per property) that allows guests to choose their room at check in (right now the check in function is essentially useless). Hilton has this feature and I LOVE it...to the point where I choose Hilton sometimes over Marriott because I get to choose my room and see exactly where I’ll be staying. Many Hilton properties also use keyless entry that is built right in to their app. I really like Marriott and I have bounced between all 3 statuses for over 20 years. But they need to keep up with the times and the competition..Mikey1492Version: 6.9.1

Great app the only issue I have is the phone key.I travel for a living and I love how easy this app makes to plan my stays check in and check out. I have only one issue and it’s honestly becoming more annoying as time passes. Apple wallet needs to be integrated into this for the phone key. The app works when it doesn’t just randomly log me out forcing me to log back in but it can take up to a minute to unlock the door and it fails maybe 1/5 of the time. I have been to short term stay hotels that support apple wallet and it is amazing because it unlocks almost instantly you don’t even have to turn the screen on just hold the phone or watch to the reader and it unlocks it is extremely reliable. Look the point of a phone key is to not have to carry the room key around but because of how slow it is and how often it just fails to work I find myself carrying and using the room key more than the phone key. Marriott seriously needs to get this working because it is a major customer service issue that adds such a big increase in ease of use and satisfaction I’m shocked it hasn’t already been done..Alienman66Version: 10.98.0

Don’t use app to book (revised 3/2/24)The app works well for everything but when you book through the app it is 10-20% higher than if you log into the Marriott website. I have checked and all filters and rate types are identical. When I talked to the person checking us in they said this is America and it is a way to increase profits. Researching online it appears that this is a universal problem and has been going on for a while. I think Marriott owes a lot of points to their rewards guests to make up for this deception. I received a response that explained the app shows a total cost including all fees and taxes where online it just shows the basic rate. I did confirm that is the difference so I am updating my review. 5-stars is more accurate as using the app works very well in all other aspects to book, check in, and check out. My only issue now is the front desk at one hotel which is not a reflection on the app. I will pursue that issue directly with Marriott.Maine travelerVersion: 10.60.0

Just updated, could be betterFirst I’d like to say that their customer support for the app is amazing! It felt like a team was on the case for troubleshooting and my problem was resolved in about a week. I tend to go through Ebates when booking with Marriott. The Marriott mobile site accessed through the Ebates app had a filtering issue (after choosing the airport shuttle filter, it would refresh back to the search page saying no hotels could be found). So I decided to use the Marriott app to look at different properties close to the airport I’m flying out of. I realized that I couldn’t filter which properties had an airport shuttle on the app. I find this troublesome because I usually travel with a pet. So if I can’t use the app to filter results, I either have to use the mobile site, or wait to get access to a desktop. I’m fine using the mobile site, especially since I access it through Ebates, but the point of an app is convenience. If I needed an idea of what’s available for my travel needs, I prefer to use the Marriott app. But I won’t be able to do that if I can’t filter the results..Anonymous_sfVersion: 8.1.0

Good, not greatRelatively easy to use. 1. Ads and offers are misplaced and bigger/space consuming than the things I NEED to do on that page. I’m not going to buy pillows or look for hertz rentals from the reservation details page. 2. No method to request an additional guest name nor late checkout in app. So, I end up having to call the hotel most reservations. 3. Comments to hotel, which are the way to handle virtually ALL customization, are slow to respond and often the hotel says ‘we don’t always get the online requests’ or a variation. This needs a faster and more exact feedback loop to users. Multiple cases I’ve requested late checkout and the hotel says ‘we didn’t get that.’ Fix this! 4. Cannot select a room in app (Hiltons been doing this for 4+yrs) minor but… seriously? 5. Filters while searching can be save - I like this. It’s an app that should be centered around a customer booking and checking in with access to hotel details FIRST and everything else like Ads and links to rental cars and spas and mattresses a distant second..EdmondoIAVersion: 10.101.0

Needs some revisionsI frequent Marriott and Hilton and book my rooms through the apps. The Hilton app is SOO much more user friendly. I can choose my room when I check in online, choose my check in time, change my method of payment if I made a mistake, chat online with someone about my room if I need additional items and get my electronic key on the app without checking in with the front desk. Marriott has none of these on the app and I have been a lifetime titanium platinum member for 10 years! Also I have never had much of a problem with check in times with Hilton either. I have sat in the lobby for 3 hours waiting for my room with the early check in request….again lifetime titanium platinum member. I have now heard they will now not guarantee check in times at all. Bad business and this is why I now prefer Hilton over Marriotts. I travel extensively and used Marriotts for more than 10 years pretty much exclusively but switched to Hilton and I now see many flaws..Ravi0201Version: 10.30.0

Nothing is without merit and opportunity for improvementAs a Marriott associate, I have opportunity to see the best and worst of the companies benefits. By that I mean, things like the Bonvoy program and the Elite program. Often times, I hear about the ability or lack of ability to utilize SNA or other benefits. All members need to realize that Elite membership is not a guarantee of lounge access at most resorts or utilization of SNA or upgrades. Instead, it’s the ability to get prioritization. If you are an Ambassador Elite, you clearly have the top billing. But below that, it can be difficult to get the ultimate priority, particularly at resort. Keep in mind that large conferences generate exponential revenue for resorts and as a for profit company, your $25,000 a year spend is nothing compared to a group that will do millions in catering in rooms revenue. My best advice is to start your own company and generate enough capital to buy out a resort to reap the greatest benefits. If you can’t do that.....well, that’s capitalism baby :).Bootstrap PickupVersion: 10.18.0

Smiling facesI arrived here on Wednesday and decided to venture out to grab something to eat. First of all the food was amazing at the Velocity Bar! I had more food than I expected! And the mocktail was great! However, when I returned to my hotel room, the door would not open. So I walked all the way back to the main lobby desk. When I spoke with Ms. Jane, she shared that my battery might need changing in the lock. But she said she would send security to check do I wouldn’t have to walk all the way back. Of course it didn’t open when I got back, but just like she said, she sent security. He showed up and got me in my room. He came back a few minutes later and changed the battery too! Lastly, when I got ready to check out, Ms. Jane greeted me with a smile and remembered my issue. She blessed me with some rewards points for my inconvenience as well. She was a blessing! The resort was beautiful too, but friendly staff and smiling faces made it all the better! I had a Great stay!.JCJ38Version: 10.99.0

My recent experiencesBased on your experience with the Bonvoy app over the past 6 months while staying in two different countries, it is evident that you have found great value in its functionality. Your proactive approach in communicating your requests ahead of time for check-in, service requests, and local area inquiries showcases a strategic and efficient use of the app's features to enhance your overall stay experience. The app's convenience in facilitating communication with the hotel staff and addressing your needs in advance has likely contributed to a smooth and personalized stay at the properties you visited. Your consideration for planning ahead reflects a proactive and organized travel approach, which is commendable. However, your concern regarding the process of modifying reservations, whether to add or subtract from them, suggests a potential area for improvement in the app's usability and clarity. Streamlining the steps required to make changes to reservations could enhance user experience and provide added convenience for travelers like yourself who value flexibility in their plans. Overall, your adept use of the Bonvoy app to communicate preferences and requests in advance has undoubtedly contributed to more enjoyable and tailored stays during your travels. Addressing the reservation modification process could further enhance the app's user-friendliness and solidify its position as a valuable tool for seamless travel experiences..KompleksonedgeVersion: 10.66.0

Renaissance Santiago ChileWe have enjoyed a terrific 4-night stay at this beautifully appointed Marriott Renaissance hotel in the heart of it all in Santiago Chile! Every staff member has been wonderfully helpful and friendly and dedicated to ensuring that our accommodations meet our every expectation. Check-in staff was terrific and flexible when we arrived a touch early from our international flight. The Club Lounge or M Club on floor twelve is populated by genuine and super friendly staff who made us feel valued as Marriott members and who helped us relax and unwind from all of our adventures in this magical region of Chile. The staff and service in the variety of restaurants on site were also superb - made to order omelettes to start your day, anyone?! The athletic club has all of the equipment that a serious health enthusiast needs to get a great workout accomplished while so far from home! We have the highest recommendation as a family for this truly top-tier Marriott property!! Bravo Renaissance Santiago!.Bond, Jimmy BondVersion: 10.70.0

Almost perfectSo this app is an almost perfect way to manage travel, bookings, deals, points, etc. Assume that anything I don’t mention here is perfect. The first thing that is slightly annoying is that if you extend your stay at the hotel, that stay is not reflected in the app. I have extended my stay multiple times over many weeks, but the app does not reflect that, meaning it disables ways to contact the front desk and use my app as a key. Yet, because my stay is extended, the points for my stay don’t reflect in the app either. It’s very frustrating. The front desk can’t figure out why this happens, but apparently this happens whenever someone extends the stay. The second annoying thing is every now and then, the chat with the front desk feature disappears from my app. This is one of my favorite features and one of the main reasons I love using the Marriott app, but when it disappears it’s very frustrating. What should be a quick text to the front desk to request a wake up call, or gym time, becomes me trying to phone them and they don’t always pick up due to how busy it gets. I’m not sure why this happens, I’ve tried reinstalling the app but to no avail. As a titanium member, it’s even more frustrating because when the app does work, it delivers a very high level of service that I grow used to. So when it breaks it’s infuriating. For these reasons, this app is only a four-star for me right now. Hopefully the developers read this review and are working on fixes for these issues..DrewnnnnnnnnVersion: 10.5.0

GREAT Customer Service and very CleanFirst, let’s start with customer service! We were checked in and given our room with no problem. The first thing I do in any hotel is check the room thoroughly to ensure everything is clean. Not only was it really clean, but the entire hotel smelled fresh! The next day, we met Ms Yui and her son at the front desk. They were very pleasant! Our room was a bit warm so we called down and asked about the AC as we assumed it wasn’t working bc we couldn’t get the room cool. Ms Yui sent her son up and he readjusted our AC. He was very nice and assured us it was ok but even then Ms Yui kindly offered us another room but when we got back to our room us was cool so we decided to stay put! We will be here until Wednesday and have already made another reservation for next month when we come up to with our son who attend Dean College for Senior night! Bottom line, you just can’t beat a clean stay AND great customer service!.KkflippypieVersion: 10.59.0

Franchised hotels don’t always deliver as describedMy current stay at a residence inn in flint grand blanc Michigan does not perform as described. Every other day room service only happens once a week with items left out off the check list. Dirty dish towels not replaced. Floors left unclean no dishwasher soap or coffee. Breakfast is worse than jail food ( I imagine) on dollar store styrofoam plates and sleeping in same linens for three weeks now. Nothing but excuses of why they do not comply with app promises. So point is you can’t rely on info on app on every facility. It becomes incumbent upon you to request these services and keep room supplied with essential items during your stay. A run down old facility is something you can’t expect them to make right but basic facility services are poor management training and running on fumes in the budget. Can’t expect to turn a failing operation around if it’s not staffed with exceptionally trained employees..ThereallarryVersion: 10.87.1

Customer service and room qualityThe people were very nice and accommodating when checkin. I had issues with our tv the 1st day, then someone tried to fix it but the repair didn't last. The next day the head engineer helped fix it, but it stopped working again so had to call for help again later that day. The next day it stopped working so I called again for help and couldn't get a response from the front desk. Unfortunately this has been a problem for our stay because it's a major inconvenience. The room cleanliness is very good, we were serviced daily. Beds are semi-firm, not the best and not the worst. The elevator is loud or the walls are thin so you can hear everything. Rooms are very small. Customer service is good on most days but after talking to several staff, your membership value grants you extra perks! Interesting to know next time I need a hotel. The last day I couldn't get a response to a repair request for the tv, maybe because I don't have the highest membership value or not enough staff. Interesting hotel!.Flexin75Version: 10.53.2

Love the new appThis new app is fantastic. It’s so much easier to book rooms and cancel if needed. Much improved and simple to navigate. Really love it. Only recommendations would be to add a chat function to the Marriott desk, currently you can connect to the hotel (albeit slow and irritating as a result) by chat which is great, but sometimes you need the Marriott help desk. Also needs a way to add additional names to the room for check in. Sometimes a daughter will arrive before me because we all live in different corners, and I have to contact the hotel each time. Adding an easy way to use any certificate you may have would be another feature to consider adding. Currently you have to call the Marriott desk for that too. Even with all the recommendations listed this is my go-to way to do everything Marriott as much as I can. I love an easy button! And I love Marriott. It truly is my go-to hotel whenever possible..Cami the HammerVersion: 10.85.1

So helpful!My husband and I stayed at this hotel because of their high rating.i can say that they exceeded their rating for us. Besides the friendly front desk service and very clean and pleasant atmosphere, the hotel team went out of their way to make us feel welcome and they went above and beyond in their service. We just missed breakfast and the hostess offered to get me something. She brought me two hard boiled eggs and coffee. So nice. Then we went to our car and it had a note on it! Our tire was flat. They put air in our tire while we were sleeping since they couldn’t figure out which guest we were. That was awesome. We had a nail and went to the Walmart nearby to get it fixed— luckily. Then while waiting in Walmart I got a call that they found my husband’s phone in the room. Back to the hotel we went feeling very lucky for this hotel team. Laverne was so helpful and certainly works with a great team..Lucky and happy guestsVersion: 10.87.2

What’s Not To Love?I confess to being a Marriott lover. I don’t have a zillion miles. I got lucky that during my career I traveled a lot and had been tipped off by co-workers to always try to book Marriotts … I definitely can’t touch most of the members whose lifetime points are in 7 figures (probably many with even more). What I learned early on (mid-‘90s) was that whether I was in a top 5-star big-city hotel or a small-town FFI, I was treated with friendliness and care by everyone who worked there and always felt safe and comfortable. (Favorite memory was woman at front desk at a FFI in a smallish Texas city bringing me —unasked — Pepto Bismol and ginger ale when I was felled by a stomach virus during a work road trip). I retired several years ago largely due to health issues but I still always try to “go Marriott” whenever/wherever we travel. While I’ve digressed, to answer the specific prompt, the Marriott app has been a huge help by making options clear and easy. (To misquote Tina Turner, I like things clear and easy). JUST made an online app reservation for a midweek getaway with my husband in July and have none of the creeping “will this get screwed up?” qualms I sometimes get … instead I can relax about the lodging (Courtyard SLO!) and instead do homework on restaurants and fun things to do in driving distance! I’m so happy to be a “Marriott For Life” person … thank you all for everything you do!!!.HijinksAndSueVersion: 10.65.0

Ms.I recently stayed at the Marriott Coral Springs Hotel & Convention Center and had a generally smooth and comfortable experience. The property itself is well-kept, with a convenient layout for both business and leisure stays, and the convention center facilities make it especially practical for events and group travel. What stood out most was the front desk service. Mohamed and Maria were both professional and attentive. Check-in was handled efficiently, and they were helpful in answering questions and accommodating requests without making the process feel rushed or impersonal. Overall, the staff interaction made a noticeable difference in the stay. While the hotel already offers solid amenities and a convenient location, the welcoming attitude and responsiveness at the front desk added a level of comfort that made the experience more pleasant and straightforward. I highly recommend Marriott at Coral Springs Fl. Thank you Guerline.Guerline’sVersion: 10.103.0

Great out wish there was a couple more featuresIt would be really nice to see the option to filter through more amenities such as hotels with balconies/personal outdoor space, close to popular areas, floor availability/preference etc.. It would also be nice if y’all‘s mobile key system worked like the Hilton app, where there was no need to go to the front desk. in to play with corporate rates but if you’re already an established member ( silver, gold, elite) This should automatically make an exception. Overall, extremely easy to use, navigate, 100% meets my expectations since my company switched from Hilton. On Marriott as a band, I’m extremely pleased with the quality of hotels I find with Marriott versus Hilton. One issue I do have that Marriott does his lack of transparency on reviews from customers, the reviews used are biased and paint each location in a better late than they actually are. Online Google and Trip Advisor reviews actually paint a truer picture of each location..Silverdesk84Version: 10.53.1

Disney World SwanWe just checked into the the Swan on Disney property. Used mobile check in because they want you to. It still told us to go to the front desk for check in. Went to check in, we are available for an upgrade with our status, but we’re told no suites were available or they needed to be saved. Was told I was lucky I got a balcony as they are being worked on. I paid for a balcony, shouldn’t be luck to get one. We got the 3rd floor. Asked to be moved to a higher floor. Nope, none available. Whatever. We go to the room that we paid for a resort view that had a view of construction with zero resort in sight. Back to the desk and she said I’ll see if something is available later. So we left our luggage and went to shop. Extremely rude staff. We had just checked out of Beach Club and thought we would give Marriott a try. Bad idea. We just got here and are already ready to leave..Swan check in reviewVersion: 10.51.0

Fairfield Inn & Suites Cheyenne Southwest/Downtown AreaWe enjoyed an exceptional stay at the Inn providing us with a quiet sleep, black out curtains, providing a microwave, frig, Keurig coffee pot, ice machine on floor with ice bucket in room, comfortable bed and bedding, love the shampoo, conditioner and bath wash dispensers in shower, great shower head and hot water in a large shower, and all lighting works in the suite. Kiddos to the cleaning crew as the room looked and smelled like the Inn was newly built. Last, but not least, to Carly, the Inn’s Wonder woman. Not only was she a trainee working alone, she facilitated the entire breakfast singlehandedly doing a suburb job, while answering all incoming calls and taking reservations, ringing up sell items the Inn offers, waiting on customers at the counter, checking people in and out, and staying kind, pleasant and efficient during it all! Totally amazing asset to the Fairfield. We will definitely be staying there again on our return trip home. D&H Travels 😀 TEXAS BASED.D&H TravelsVersion: 10.16.0

Would give 5 stars if…..If only the mobile key worked. Experienced malfunction issues throughout my stay that sometimes even affected my regular room card. Got the mobile key to work a little at the end of the first day and a little on the second day after numerous resets of mobile key, card key, and mobile key with card key at front desk. Sometimes mobile key worked to enter room, but card key stopped. Sometimes mobile key wouldn’t open room, but would open other doors like pool or outside BBQ fire pit door, but card key would stop. When both the room key and card key worked properly, the mobile key would stop working the next day. My iOS and app are up to date. Friend forcing app to close and restart. Signed out and logged back in. Nothing fixed except the occasional reprogramming at front desk or reissuing of mobile key, but problem tends to repeat the next day. Sounds like app or their network needs to be fixed..NightGuard2002Version: 10.53.1

Booking with Marriot BonVoy appTraveling through the Marriott universe across the USA, with 15 nights this year alone, felt like a VIP tour with Tony Stark's tech at my fingertips, thanks to the Marriott app. Its user interface is as sleek and intuitive as an iPhone in an Apple ad, making navigating hotel options as easy as swiping through a playlist. The mobile check-in and check-out feature is a real life-saver, akin to having a Doctor Strange portal for bypassing queues. Integrating my Marriott Bonvoy adventures feels like tracking achievements in a video game, only with real-world perks and rewards. The app's performance is as reliable and speedy as a Millennium Falcon jumps to hyperspace, with no crashes or glitches. The cherry on top? The customer service chat feature, is as responsive and helpful as JARVIS to Iron Man. For anyone traversing the travel galaxies, the Marriott app is your trusty sidekick, turning each stay into a blockbuster experience..Chill pill pillVersion: 10.60.0

New version of app looks cheapThe new version of the app released looks like it is a discount version of the last app. The last version was wonderful, simplistic, and refreshing. This one is harder to navigate, less welcoming, and less enticing. Still better than Hilton app but has the experience of booking into the Best Western. Risky move for a brand that was drawing a consumer base solely because of its app experience.MacapplecamVersion: 10.0.2

Awesome!Great app! Quick and easy to navigate..Stewie1804Version: 9.9.0

Cannot get folio/receiptsAlready 24 nights this year, for some reason I cannot download receipts from the app for any of the stays, always says unavailable. As a business traveller, now I have to individually call every hotel to get my receipt.Mike 83746Version: 10.23.0

Spend 2 hours but still cannot figure out how to book with certificate.Spend 2 hours but still cannot figure out how to book with certificate..Art yinVersion: 6.6.1

Great way to book a roomBest part about the app is there are even more functions than the Marriott website, like searching through multiple rate categories at one time or quickly and easily seeing elite status details. Recommended.NobnibVersion: 10.42.0

Very impressedI was skeptical of using this app as a room key, but was very pleasantly surprised by how well it worked. Beyond that, checking in, out and contacting the hotel through the app was quick and easy. I would definitely use this again in the future..MarkBennett311Version: 10.34.0

The best serviceEvery time I travel, I can relax, knowing that you guys have my back. This is extremely important to have success..Ecitalopram VictorVersion: 10.103.0

Bonvoy Love!Love being a Marriott Bonvoy member and the perks that come with it!.ARLISS JAMESVersion: 10.103.0

Director Business DevelopmentThe Marriott chain and app is the simplest way to book and be rewarded for travel both business and leisure..Cptman2152Version: 10.103.0

CleanExcellent.Mom3345456Version: 10.102.0

Worries great but no support optionsWorks for booking, looking up and changing reservations. Doesn’t have any support options like chat etc.CainboxVersion: 10.102.0

My BirthdayWe have a reservation for May 2nd in Fallsview, can’t wait to celebrate my birthday there with my daughter & husband..hope we could relax & enjoy our stay.BeniCuritanaVersion: 10.101.2

DelayThey take too long to update points and Bovoy elite lines and upgrades are inconsistent.PepchewVersion: 10.101.2

Clean and cosy stayReally enjoyed the weekend stay! The chicken wings were a treat! Thank you. I will be back!.NhassamVersion: 10.101.2

Love AppSuper convenient! Pick a place while on the road Easy to find a great hotel, easy check in! I wish I started to use this App sooner. I’ve certainly missed out on points..PorkiKVersion: 10.101.2

Easy and straightforwardEasy to use. Easy to navigate. Easy to find what you need. I wish everything was this straightforward.TtffrottyVersion: 10.101.0

ExcellentNever lets me down..My550benzVersion: 10.101.0

Mr.Excellent.Ijknet2009Version: 10.100.0

Reservation sIt’s awesome click and reserve a place to stay.Bmw52899Version: 10.100.0

App got many improvementsNew additions of features like awards and gift cards is good value addition to this app however flexibility dates and pricing still not showing like on a browser when you select flexible dates , you would see prices of nights on monthly calendar.Laith rafidVersion: 10.100.0

Booking multiple roomsHi Marriott Bonvoy team. In general I like the App. However, when I try to book multiple rooms with different number of people (Ex: Room 1 - 2 adults and 1 child, Room 2 - 2 adults), it doesn’t allow me to do that. I can only select number of rooms and can only select adults and children and by default it takes the same number of people for both the rooms. I end up booking two separate reservations. It will be helpful if we can book multiple rooms with different number of people on the same reservation. Thank you!.Subbu79Version: 10.100.0

Super clean and professionalIt feels like home. Always clean, modern, and great customer service!.Bob0070bondVersion: 10.99.0

Temp in room was 25*There was no notice when I booked a room that there was no air conditioning in the building. When I first walked into my room in the afternoon - the door was left ajar on the security hinge. When I walked into the room was quite warm so I tried adjusting the temp before I left the room. Came back and the room was even warmer. Contacted a rep and they advised no Air Condition in the building and if I wanted a fan. First time I ever received a response like that - quite disappointed. Would not have stayed in this property had I known in advance that there was an issue with the heat/cooling system. Not asking to enhance my stay - but very much accustomed to having a room that was not comfortable to sleep in. *I just now discovered that there are vents in the window that can be opened. Will trade some noise in lieu of some fresh cool air..Permic01Version: 10.100.0

Fairfield Inn and Suites Montreal Airport!Twice a months and sometimes a little more and the staff there are marvellous. It’s always a pleasure to stay there !.Habsfan1977Version: 10.99.0

Easy useConvenient App.Dave OakvileeVersion: 10.99.0

GaneshMy absolute favourite app and rewards program.Ganesh subrVersion: 10.99.0

Latest Update SucksFor the last couple versions of the new app I have experienced non stop issues. The app continually freezes when I try to complete mobile check in. I haven’t received a single mobile key. When searching and booking hotels the app freezes or glitches out. Photos never load for hotels..VgbngnmhfVersion: 10.99.0

Love the app. Love the serviceAlways an incredible stay and service at the Marriott on Dixon. Clean, convenient and met with a friendly greeting. It’s our ‘old faithful’ when traveling. Amazing stay.Wen709Version: 10.99.0

Marriott appExcellent app. Easy to use. Great options. Very well managed..TFS01Version: 10.99.0

Check in smoothArvin booked our reservation and followed up by email that we would be checking in on time. He was wonderful through the whole process, thank you! Great hotel, location and service!.Northstar2008Version: 10.99.0

Epic stayLove the Marriott team and the Marriott app boy voyage is a wonderful time every time I’m so pleasurable and great.BrendanjjkkggffVersion: 10.98.0

Expérience généraleApplication simple et facile, visuel agréable, les hôtels sont une valeur sur pour nous!! Les récompenses sont très interessantes et très facile à échanger!.Cin & WinstonVersion: 10.98.0

Best hotelBest service.Crackpot71Version: 10.98.0

Great butThere should be a way to add a second guests name to a reservation through the app. Often my wife beats me to the hotel and I always have to call to add her name so she can check in before I arrive..Tuiflies12345Version: 10.97.1

Easy to useLove the feature of the key card on an app. Makes it easier to remember,.Nat.Barb.CarVersion: 10.97.1

The bestEvery Marriot hotel with have been itis a very good experience.JC8AFVersion: 10.97.1

ExcellentGood layout! Works great! Simple in app functions for check in and out are excellent! The pricing on rooms is excellent and beats most low cost travel apps..UEHCanadianVersion: 10.97.0

So easy to useHave booked so many trips with this app. Couldn't possibly be any easier and the cancellation policy is amazing.DibsPinkPowerRangerVersion: 10.97.0

My home away from homeFairfield Inn & Suites Moncton has the best service I’ve ever experienced. I’ve stayed here regularly for the past five years, and it’s always my favourite place to stay. The staff consistently go above and beyond, and I’m so grateful for their kindness and care. Thank you all ♥️you’re truly exceptional..Evcole0309Version: 10.96.0

Sugoi!!!Second time staying at a Moxy hotel. Can’t say enough. Room was the perfect size. Had everything we needed. Clean, efficient, affordable. What really made the stay special was the team. Some of the most hospitable, kind and caring hospitality champs I’ve ever had the pleasure to come across. Special mention to Mai. She was a shining example of a model employee, beyond helpful and proud of her job. Well done Mai. Thank you Bonvoy. Will definitely be back.ChanchohoffVersion: 10.96.0

Free International Money Transfer 💸Enjoy high maximum transfers into more than 20 currencies while saving up to 90% over local banks! The cheap, fast way to send money abroad. Free transfer up to 500 USD!AdvertorialVersion: 10.102.0

Marriott Bonvoy: Book Hotels Negative Reviews

Moxy Williamsburg NYAlthough I’m loyal to the Marriott brand, I’ll never stay at this hotel again. If you’re over 40 and not quite hip like the vibe of this hotel, this isn’t the place for you. We had a king room for 2 nights at $525/night. We were visiting our daughter in Brooklyn and had our other daughter with us who was planning to stay with her. On arrival, we learned our Brooklyn daughter had covid, leaving our other daughter with no place to sleep. Early in the day we asked for a room swap - king to 2 queens or 2 doubles. The front desk told us they were booked. Understood. I asked them to reach out to anyone who had not checked in to see if they might like a king vs 2 queens or doubles. Too much trouble for them. I checked back three times. Nothing again; not even interested in helping. Then at 8:30pm I asked why our room had not been serviced; they said it doesn’t get serviced every day. Then I asked for another blanket for the daughter who would be staying in an already cramped room. That showed up at 11pm. To top off this incredible experience, the following morning, we showed up at 11:04am for the free coffee which had been taken away at 11am. I asked if I could purchase coffee and was told they only make espresso. That about sums it up. The Moxy hotel certainly has a hip vibe but scores a 0 on customer service. And I’ve stayed at all the Marriott brands. Marriott senior management should be ashamed of the culture at this hotel. Very sad. Rosanna Milley Lifetime Platinum Elite..Moxy failureVersion: 10.54.1

DON’T modify your reservation on the app!Terrible tricky UI/UX. This coming from a UI/UX designer. I had 2 nights booked at the JW. I decided to look into adding a 3rd night. The app has a button that says ‘update’ after the date entry that you have to click just to see the new prices for the changed dates. The rooms show the updated price/night and also shows ‘total per room’ with another button next to each room type that also says ‘update’. So you would think, just like the first button that says ‘update’, that it would just lead to more info but NOPE - it actually just submits your change as final with no review. And worse yet, ‘total per room’ is not the final price. You don’t get to see that amount before your change is submitted unless you calculated resort fees on your own on the screen before. They’re tricky! They show ‘final TRIP total’ everywhere else in the app but here apparently. In the end I’ll end up paying more than double for my trip for just trying to add 1 night. I tried to call customer service and the lady was SO rude and can’t change it back even though she said all the history is in the same confirmation number. So if you want to add nights, just start another new reservation for those dates instead of modifying an existing one and save a few hundred. If this stay weren’t for a birthday kid, I’d cancel on this terrible experience all around!.AggieM04Version: 10.23.0

Grand Bohemian AshevilleFrom the moment we drove on to the property, we were disappointed. No one came to help with bags or doors. Check in was disappointing. Michael said our bags would be in our room when we got there and I said “no one took our bags. I have my bag here” he gave a brief apology and then said he’d help us to the room but the once we had a key he didn’t help at all. Our room was across the road from the main hotel. May as well have been the Courtyard or Hampton! Tiny room with a CURTAIN for a bathroom door. Nothing special or worth the $420 per night. We went to the restaurant and there was no accommodation for patrons staying at the hotel. No one even asked if we were guests or not. We had to sit at the bar for “dinner”. Ande was a blessing. She gave us great service even though no one else seemed to care if we were there or not. We called first and were told there was NO availability in the restaurant and then we asked again a little later. We called the front desk and after several tries and no answer we walked back across the road to check availability again. We still were told drinks only but then ended up with two bar stools when other people got up and left and we unexpectedly had “dinner” at the bar. Back to the “hotel” and The small room is below average. The service is incredibly lacking. There is a HUGE opportunity for training. The rooms are sub par and nothing worth the price. Being “gold” with marriott meant absolutely nothing at this property. Would not recommend..LodgingexpertVersion: 9.27.0

Impossible to get anything accomplished on the appI signed up for the app after making a reservation, and needed to add the name of the second guest to the reservation since they will be checking in earlier in the day than me. Every time I called the hotel, I was directed to the app to add the second guest’s name. (Per a support page I found online, this is incorrect. You have to call to add a guest, which is a bit absurd). The app would not load pages for the reservation, but instead kept giving an error message that the “page cannot be loaded at this time.” The reservation was made weeks prior, and I tried multiple times over the course of three weeks to pull up the reservation details where I was supposed to be able to easily add the name. I eventually had to Google “Marriott Bonvoy Add Guest” to get the phone number for a central support team who quickly added the name of the guest to the reservation. The hotel itself wouldn’t add it. Even after the reservation was updated, the app still won’t load details. I also tried to forward the hotel information in-app to the other guest, which is supposed to generate a text with all of the reservation details. It only includes the date, hotel, and my name. Still doesn’t include the name of the additional guest or the reservation number at all. The feature to add a card to Apple wallet basically just creates a card with the date of the reservation and no other information, which is completely useless. This app COULD be extremely useful, but it just doesn’t seem to coordinate at all with the hotel locations. Simply adding a guest to my reservation shouldn’t be this difficult, but it took more work to accomplish than was really necessary..Mr. MasksVersion: 10.37.0

Disappointed by One Staff Member, but Bar Experience Saved the DayWe recently stayed at a Marriott Bonvoy property for our honeymoon, hoping for a memorable and warm experience. Unfortunately, one of the front desk receptionists completely ruined the tone of our stay. His attitude was cold, dismissive, and unwelcoming — it genuinely felt like he was doing us a favor just by being there. There was no smile, no courtesy, and absolutely no effort to make guests feel valued, especially for such a special occasion. It’s shocking to see this kind of behavior at a brand like Marriott, which is known for hospitality. That being said, we did have a positive interaction later at the bar, where the lady working there went out of her way to improve our evening. She was warm, helpful, and shared great recommendations for nearby places to explore. Her kindness and professionalism helped turn around what had started as a very disappointing experience. Overall, while the property itself is beautiful and well-maintained, Marriott management seriously needs to address staff attitude at the front desk. One unwelcoming employee can completely spoil an otherwise wonderful stay..A1989bhVersion: 10.92.0

Poor Management:DiscriminationThe Marriott has offered neighborhood pool memberships for several years. I have belonged for over 10 years. When the new General Manager took over he has had a very discriminatory and random policy for who he allows to join. My personal experience was that he allowed one family to join today and denied my request to join. I waited over an jour to speak with him in person. He justified his action by saying the other person was “Grandfathered” in Then he said she had personally called several times so he allowed her to join. Basically saying the squeaky heel gets the grease. I was told I was on a waiting list. I have been on his waiting list and he allowed another person to go to “the head of the line”. Another person came in while I was waiting and she was also told she would be on a waiting list. I consider it a privilege to be able to use the pool in the past. Now we have a manager playing God in who he allows to join. This is blatant discrimination. And poor management. When I asked for his supervisors information. He took my email and said he would get back with me. This manager “Patrick” needs to be held accountable for his actions.GoldhillmesagalVersion: 9.24.2

Head damageI drove to Georgia from Florida and decided to book with this Marriot instead of the nearby Hyatt with the rest of the traveling guests because my company offers discounts and is a corporate partner. First the room was decent at best. The chairs fabric was all torn and damaged. The inside shower liner was too short and the water ran outside the tub to cause wet floors. But my major complaint was the large cabinet in the bathroom that is placed above the toilet and next to the shower. As I was coming up from out the shower. I banged my head on the above cabinet corner that put a immediate gash in forehead and swelled. Luckily there was an ice machine nearby where I had to get ice immediately and took pain medication for the throbbing. I don’t know why the cabinet was placed there. It is the worst position for it and what was it so large. I ended up icing my head all night and trying to stop the bleeding. I didn’t even want to stay any longer. And checked out before check out time so I can head back to Florida and try to heal before Monday. I called the front desk, but the manager was out until Monday. I did leave a message for the manager to advise about my disappointment and experience..NalidesignVersion: 10.101.2

App Is Inaccurate - Check Your Points!The app has been notoriously inaccurate for me. I’ve been a member putting on a decent amount of travel due to work but the Marriott app has become unreliable. Missing stays, missing promotion points, and missing bonus points. Marriott guest services phone line will point the blame at the hotels and the hotels will point the finger back at Marriott guest services. I travel nearly every other week for work and have to call Marriott every month or so due to missing credits. These phone calls often take up towards an hour of my time and very often, multiple calls about the same issues. The representatives and managers on the other end see the constant errors and extensive case history on my account. I can’t imagine I’m the only one experiencing these issues. I’m on the brink of Titanium Elite status and still considering switching over to another chain due to their indifference in the customer experience. Almost every time I call, there may be anywhere from 10-30K points missing so I encourage everyone to check their records!.SleepySinVersion: 10.67.0

Learn from HiltonApp works great if all you want to do is track your points and reserve a room. If using for checking in most Marriots still require you to physically check in before they release the mobile key. Often they even need to swipe your credit card again. Next issue is you have less than a 50% chance that the mobile key will even work and the times it does work your not sure since it is so slow. I called support on this once and they blamed my new iphone, which btw worked perfectly at Hilton. Checking out is almost as bad. I travel for work yet they cannot seem to ever email my receipt to me unless I visit the front desk when leaving and specifically requesting it. The app says receipts are available there but it takes weeks to show up. I need these for expense reports asap. When i use the Hilton process i have a receipt in my inbox before i get to my car. I get much of this is not the apps fault itself but how can Hilton do it so well and Marriot so bad. This is not rocket science. Marriot i like your points but your app workflow is awful..Big Red IVVersion: 10.42.0

Fantastic way to have your personal data stolenLots of apps out there promise shoddy security, indifference to privacy and prioritizing corporate convenience over protection of personal data, but few deliver like Marriott! With almost half a billion users’ info now stolen over the course of years, Marriott has shown it takes the job of being careless with customer data seriously. Way to go, Marriott! And thanks for letting thieves get hold of my account info!.A Cat Called SneezeVersion: 8.4.1

Crashes constantlyEasily the worst hotel app. Constantly crashes. Never loads pictures of hotel on the first try. You need to constantly close and reopen app. Freezes when you are trying to select a rate. Anything you would want a travel app to do; this app cannot do. Straight garbage..Ragnar1988Version: 10.100.0

Don’t call from Canada!!!The app repeatedly failed and couldn’t process my request. So it said to call customer service. ITS NOT A TOLL FREE NUMBER!!! And it’s not like their service is quick - I waited 20 minutes on hold and they STILL couldn’t process it. Absolutely terrible and no warning that it’s not toll free! I was surprised by a huge long distance charge on my phone bill. I have deleted the app and will no longer try to stay at Mariott properties, I’ll collect points at the other hotel big hotel chain who actually cares enough to provide toll free customer service..Nkd1989Version: 10.28.0

Do Not Use Unless You Want To be PlayedI checked in in the App the day before requesting for a 11am check in at Courtyard Downtown in DC. My colleague just walked in with me and got a room without using the App. And I did not after 12 noon. So either that is racism or… I am never using the app or booking Marriott on my dime again..Bloomingdale26Version: 10.101.2

Intermittent App. Lacks basic featuresSometimes you can see bookings. Sometimes not. App based check in rarely works. When stay is complete reservation disappears so you are unable to see invoice. To get credit for stay, you have to call pretty much every time to get it added. When app asks for additional information it often gets stuck and doesn’t allow you to proceed. In short it feels like a beta app that worsens your hotel experience.._less30charactersVersion: 10.101.2

Always crashes is and so slowThis app has gotten worse and worse after every update, I’m using the newest iPhone and it is still so slow and constantly crash while I try to make a booking….JohnnieskneesVersion: 10.101.1

Buggy and complete wasteThis app has no rest flow does not send rest password, just a email saying here is your password with nothing in it, can believe they have such bad password functionality, the email verification never sends a code to use doors. You can’t add trips manually. Complete waste of time. Terrible user experience..WesselfickVersion: 10.99.0

Terrible app latelySlow searches, rooms not loading, laggy navigation. For the last year, this app has been total garbage..Showtime in the middleVersion: 10.98.0

New IO swipe left problemThe new io left swipe wakes you to the home page not the previous page. This is unintuitive compared to the older versions. Also regardless of versions, phone heats up after browsing starting around 5mins and heats up real fast..Marriott enthusiasticVersion: 10.96.0

Map view is glitchingWhen using map view it’ll freeze and glitch and stutter, and cause the phone to heat up. It’s almost unusable with the map view. Everything else works fine..Alex19950592Version: 10.96.0

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