Marriott Hotels purchased Starwood and replacing the beloved Starwood Preferred Guest (SPG) with a new combined program, Bonvoy. Three data points suggest that SPG members haven’t stayed with the new Bonvoy program.
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What’s Not to Like? Everything
For Starwood Preferred Guest members, especially elites, Marriott’s new Bonvoy program has disappointed. Many have been vocal about the system’s failures including IT/Customer Service issues that stretched for months on end. The executive responsible for Bonvoy has left as well along with many SPG executives.
SPG Members enjoyed upgrades to the best available suite upon checkin, that’s gone now. Reward nights cost more, the value of points in some cases has fallen to negative levels (more on that in another post). Breakfast privileges and other benefits require a decoder ring to decipher. The one sweet spot of the Marriott Rewards system (Hotel + Air packages) has been reduced to rubble.
Marriott CEO Misinterprets Survey Data
Ed Pizzarello highlighted comments made by Marriott CEO Arne Sorenson this week. He cited a survey of Bonvoy members:
“In a recent survey of Bonvoy members by an eight to one margin. Respondent said, they preferred the new Marriott Bonvoy loyalty program over either Marriott Rewards or SPG.”
Since the start of the year 12 million members were added to the program, but that’s a substantial key to Sorenson’s survey results. About 10% new additions would have never known the SPG program in the first place. Marriott was also much larger than SPG by membership and number of properties; had the survey been conducted of former SPG members and not the overall populous, results would not likely have been as positive.
Further, the survey is only of current program members responding. I am currently a Bonvoy Titanium with zero stays this year, reward or cash nights and while I wasn’t surveyed, they wouldn’t have liked the results. What about other disengaged Bonvoy members that have simply left the brand?
Financial Performance Tells The Story
In the third quarter of 2019, Marriott reported profits down 23%. The chain claimed that Hong Kong protest disruptions were in part to blame:
Marriott had said the growth rate has moderated across its markets and that political demonstrations in Hong Kong have constrained growth. – Armental, Wall Street Journal
I’m not buying that, at least not in total. Hilton was mostly flat, even showing moderate growth despite softness in prices. Hyatt also stated that they have been somewhat affected by the Hong Kong disruptions but limited those exposures to less than 2% in every category and reported higher than estimates at 13% during the period. IHG, who hates their elites, is down less than 1% for the period.
While it’s not in Marriott’s interest to show how many SPG elites have reduced their stays within the Marriott family, it’s not a secret that SPG members have been vocal about being Bonvoyed by the new program, Sorenson calls that “noise at the edges.” But SPG hotels were top heavy in favor of luxury properties, their fan base incredibly enthusiastic. Perhaps that noise at the edges was worth listening to.
Hilton Offers More Data, Potentially
Hilton has been generous with status matches in years past. Overly generous. Hilton has substantially changed their status matches and adjusted challenges. This behavior is consistent with having a substantial amount of elites or being out of balance with too many elites and not enough general members.
Some would suggest that because Hilton has been so generous in the past that SPG members have flocked to Hilton which makes sense given the size of their hotel chain, generous benefits and proclivity to welcome elites from other chains. Hilton also offers Diamond (top tier qualification) based on stays, as did SPG.
However, I would be remiss to not acknowledge that the Hilton Aspire credit card from American Express includes Diamond status and the benefits more than offset the annual fee; that would also swell the Diamond membership.
Conclusion
Marriott has not had a successful Bonvoy rollout. Most peers express some softness in the market and struggle with Hong Kong disruptions but just Marriott has seen a dramatic drop in profitability. Sorenson’s misinterpretation of Bonvoy approval ignores the skew of prior Marriott members and new members into the program that never experienced Starwood Preferred Guest. It also assumes that members who maintain active accounts have not left the program and I can personally attest that to be false. In my opinion, SPG members have voted with their feet, and wallets.
What do you think? Did Marriott Bonvoy themselves with SPG members? Does the data tell another story?
I’ve been bonyoyed for sure. They forced me to change my long-standing Marriott number to a number I can never remember. There app is much lower than Hilton in when I called to Simply get a new card reflecting my new number they have not sent me one after to differ Quest. With service like that it’s easy to move over to Hilton. This is coming from a titanium for life member. They really have some work to do to regain my trust and usage
Also, the article i linked to on FT showed the balance of MR:SPG members was only 2.5:1, with minimal overlap. Even the influx of new members couldn’t skew to a 8:1 result.
They discriminated against my disability. I was an spy member for 3 years and loved them . I have closed my account with Marriott.
Spot on!! SPG used to have better membership rate and more available rooms for points redeem.
I spent good over 40 nights on the road but the points I have is not even enough for 2 nights in W Hotel these days
Good morning
Kyle, what a great article, obviously only those Who travel a lot for business or pleasure will appreciate your insights and discoveries, I love the line you “need a decoder ring,” too True because there is no rhyme or reason anymore on the upgrades . I am a titanium member so I’m very close to the very top and under the new program I could blow all of my points on a couple of nights in Las Vegas at the cosmopolitan, back in the day that was 25,000 points now it’s something like 160,000 a day an average person will never achieve that In a lifetime. Two tips I have for other members is look for brand new properties in the Spg group Of hotels To use your points typically they are desperate for new customers so they Can require as little as 5000 points to stay. Also when you are booking online make sure you say you have an AMA card they never ever ever ever ask for it and I can save you up to 10%
Maybe the costs of all the extras the SPG members miss is what forced them to sell out. To much Free
Being loyal to the Marriott brand means nothing! The suite night upgrades are useless, the points required for free rooms has increased with Bonvoy, and many of their hotels need require some extension renovations.
@UA-NYC – The number you listed may have been general membership, but how many were simply credit card holders and not true SPG members? How many were active and have taken their activity elsewhere? I agree that an influx of 10% wouldn’t skew the numbers from 2.5:1 to 8:1, however, I am still waiting to meet the 50-100 night/year former SPG members that genuinely prefers Bonvoy to SPG. It may sound extreme to say that I don’t know (nor can imagine) one SPG member happier purely with the Bonvoy program (not just being a part of a larger chain of hotels) but so does saying that a widely panned program has an 8:1 approval rating.
Me and my husband have both been SPG Platinum members and loved the program. And while we like that we now have more properties available, the overall Marriott Bonvoy experience is less than pleasing. You never know which benefits you get and always have to check if a certain brand within their portfolio will offer that benefit. And let’s be honest: Ritz-Carlton and JW Marriott can’t compete with either St.Regis or W Hotels!
SPG was a very good program and Marriott ruined it to save money. I have $$$ useless points. I personally enjoyed the free breakfast as a platinum member & club level benefits.
I am so disappointed by having almost zero privileges for being a Gold elite. I am seriously thinking to move to Hilton.
Do it. Hilton has been great for me.
Agree, I had concierge level access that they took away! I have been gold for serval years but I am switching to Hilton in 2020.
Yep, Marriott ruined the SPG points program. I used to be able to book a week getaway with family in the past but now the same points get me 3 days max! Almost all properties cost more points. It seems like a good 2-3% cashback card has more $$ value than Marriott reward points you get with their credit cards.
Marriott new program has not been appreciative of the elite
Before I got breakfast and som acknowledgement. I’ve moved to Hilton
I can’t speak to their activity Kyle, but the article referenced did actually say SPG Members, don’t believe it was credit card holders.
The proportion is about right too if you think of room count, and then further account for the more passionate and active SPG user base.
If you have an SPG credit card you are an SPG member. Not sure why anyone would carry a hotel loyalty Branded credit card and not be a member. I worked for Visa and Hilton and can tell you that you have to have a membership account to send the points after spend. So again-can’t see why someone would pay the fee to have the card and not be a member. Makes no sense.
How do you leave Bonvoy and go to Hilton when you have a vacation club membership, aren’t you locked into it ?
Sorry, I misread your reply. You can offload timeshares on a number of websites.
I find it really weird that you think Marriott members from before are happier. As a former Marriott member that’s titanium elite under Bonvoy, I have 4 stays this year that I couldn’t avoid. I’ve matched elsewhere, but will lose my 7 years towards lifetime membership qualification that I’ve been with Marriott unfortunately. Still, the new program is garbage and not worth my business.
The present Bonvoy programme is not a patch over SPG programe.. loyalty and recognizing is missing and most Hotels are bad in accepting and acknowledging your tier status. The present Bonvoy programme is a shame. Hope they improve the programme and soon. I am and have been Platinum with SPG for three years and I do not wish to continue with my time and efforts with Bonvoy.
The Bonvog program is a joke. I earned Marriott Platinum the hard way. Marriott trumpeted the new program, announcing my new status as Titanium Elite lifetime. A distinction that means nothing. I have stayed at Marriott’s every week. The hotels regularly find the worst rooms. Handicap rooms, non,concierge rooms. It’s time to move on in every way.
As a Lifetime Titanium Elite member I have to agree that service has gone down. Upgrades are pretty rare and I stay about 100 nights a year at Bonvoy properties. I do think that reward stays are better with Bonvoy than with Hilton where I am also a Diamond member. I don’t think the suite upgrade program is very good as I can rarely use them.
Retired now, I have been a loyal Marriott member for years, especially when Chase Bank rolled out the two point Visa Card for every dollar spent. However, here in India, where I live for half the year, it has become rediculous to try to use my reward points. In Mumbai, at a Marriott Courtyard, a category 4 hotel costing 7,500 points a night for a regular room in the past, now is 17,500 points! And now there is “SEASONAL RATES WITH HIGHER POINTS” (at an airport hotel in Mumbai)??? AND, I discovered no breakfast with points. They treat you like you are a piece of meat when you talk directly to reservations at the hotel wherever you call. Before, being a Marriott Elite Member meant something…like they bent over backward to please and/or accomodate you. Not any more. My points have been reduced to half what they used to be worth. I’m so unhappy about the whole new Bonvoy program. Looking to see if some other program will do better. I don’t cherish my membership now… AT ALL! BONVOYAGE-HASTA LA VISTA…BABY!!!
Bonvoy Program…get your act together! You have a PR crises brewing…and no one in the customer experience/relationship department is coherent. Wake-up and listen to the voice of the customers before your memberships dwindle substantially under your nose in plain site. The rate of customers leaving the Bonvoy program is alarming.
Arrogance and a ‘do nothing’ attitude will cost Marriott big time!
Exercise Six Sigma principles, implement sound business judgment, and hire people who can improve your brand before you self destruct. This is insane…your business model and marketing strategy is not working for you.
I’ve been contacting there CS for my missing stay, missing dining points and wrongly counted stay for over a month now, the first 2 was being settled correctly after 2weeks, but wrongly counted stay was still unresolved. It’s CS really sucks!!!
Moreover, there were also some personal ID security issues I’ve with Marriott in China, 1 time i found out my stay wasn’t count and after requesting a copy of the portfolio, I found out my name was being changed to a Chinese name and caused the missing stay. Another time a front desk staff took a digital photo of me during check in (similar to immigration recitation) claiming that it’s a requirement from the local police department for all staying guest. I’ve no way to verify that but makes me really worry about staying at their hotels in china as no other international chains required that.
Strange program indeed . This past year I was a platinum member and now I am down to gold . this occured even though I stayed in Marriott hotels about 30 nites each of the past 2 years?
Yes in China the hotel must have copy/photo of ID on file. This is legal requirement, even Chinese citizens are required to have this done.
My beloved Marriott program has been gutted by the Bonvoy rollout. I have Platinum Elite for 10 straight years and am seriously considering taking the Hilton Status match offer.
Redemption rates have gone way up and room availability has gone down. 1 out of 3 stays I have to call to get my missing stay points etc….
Hope they get this fixed soon.
Marriott is penny wise and pound foolish.
I agree wholeheartedly with the article. Apart from the obvious downgrade in customer service and obnoxious black out dates they have killed benefits that were probly a net revenue generator for starwood.
I was always at least a gold member at starwood and Hilton and received at least continental breakfast as a benifit at both chains. Sometimes there was an upcharge for a full or hot breakfast which I always paid. Marriott, foolishly eliminated this so now if I have to stay in one of their hotels I just check Trip Advisor for the best breakfast place in the area. Why would I pay more for a mediocre breakfast- hotel breakfasts are always relatively overpriced and mediocre at best, with the exception of ultra luxury which is just overpriced . They lost the upcharge revenue and my loyalty. I am focusing on getting diamond at Hilton instead of keeping both accounts.
We had been spg for 17 yeats in Comorado and 3 years ago bought Westin St John. We are dissappointed with all reductions in benefirs, plus confirming that to own options in st. John is not an advantage. The issue is that even being owners, as soon as we bank options( due to hurricane for example) the reservatiob window is 8 months, while whwt is current fy is 12 months. So you loose opportunity to reserve a larger unit or summer months, and loose options. We work, we can 9nly vacation once a year. For the first time in 17 years we are loosing 135,000 options. What do we expect? That all chome resort options have same reservation window, no matter the origing. Was tgere in September and many units were empty. And we were not able to reserve more for tge whole family to come, cause of the home resort reservation window disparity. So, why did I pay so much money buying St John? When other owners in other resorts also have 8 months window as me, and they did not buy in St John, but get the units. We are consideting walking away in both timeshares. Maintenance is too high now.
SPG was superior in every way.
BonVoy dragged us through a merger.
Stuck spending hours finding anyone who knew rules and could make a booking.
To this day the web site constantly says “server being temperamental…try back later! How much if my time should I give to this miserable service organization?
Then seasonal tiered pricing of points, no points bookings accepted by most desirable hotel partners.
Exhausting frustrating Corporate trickle up.
I have stayed at ritz carlton osaka for the past 20 years. ever since it joined BONVOY it has stopped lounge access and even breakfast. I have just switched to Hyatt.
I have unfortunately dropped down to gold after the new programme and I’ve defo seen a down turn in how the hotels have been so generous before with benefits. Just missing the SPG last minute offers. I haven’t been back since beginning of this year and I think I’ll be changing chain if I can. It’s really a shame. But ye not everything can be the same and get better when businesses get bought out. They need to recover their cost and continue to make profit and grow all at the same time, but I will be minimising all my stays at Marriott properties.
What hotel chain is everyone switching to? I’m Ambassador status when Marriott. Completely hate the be Bonvoy and considering a switch for next year.
Free 35k night awards are crap; cat 6+ hotels that offer 35k or less reward nights won’t honor it. Nevermind the useless Suite Upgrade Awards that many of the hotels refused to honor. Time to find a loyalty program that appreciates loyalty.
My husband and I are discussted with
Marriott Bonvey. He is a platinum member which means
Nothing now. No upgrades &
Points have to be more what they were to get one night. Loyalism
Is no longer part of their business. Oh and don’t buy into
Their vacation club. Waste of money. So disappointed.
Marriott new program has not been appreciative of the elite
Before I got breakfast and som acknowledgement. I’ve moved to Hilton
I switched to Hyatt start of year. Globalist is amazing.
If Hyatts are in your travel pattern, you don’t meet many dissatisfied Globalists that have achieved the status.
I just have to say, as a lifetime platinum, Bonvoy has been great for me, the rate I earn points leads to a similar number of bonus stays, most hotels I use points for actually cost less than SPG, I love the number of additional hotels I get to use, and regularly get my suite upgrades, as well as regular upgrades without them. I never suffered any technical glitches, and the app is great for my needs. Honestly, I have nothing to complain about. I am an IT professional, staying 50-75 nights.
We have over 600 lifetime nights at Marriott. We no longer receive free breakfast and reward point requirement have greatly increased. Now for our travels I am looking to book other brands where previously we only booked Marriott! Just completed a stay at JW Marriott Las Vegas. Very disappointed in hotel.
I had 15 nights to book and Marriott elite line did not even answer the phone. Hilton picked up in a couple of rings. Unless they are apt he cheapest option at a quality in a hood I want to be I am not interested in them anymore. Former SPG Plat.
I am Plat for life which now means nothing because hotels won’t upgrade, I can’t use my suite night awards, credit card devalued and redemptions have been decimated. Why would I choose to be bonvoyed repeatedly?
I find myself going independent more and more. No regrets.
Greed not service. The SEC never should have approved the mergers
Kyle, let’s not call this a “misinterpretation” – it is flat out lying via what Occam’s Razor would suggest is either highly curated sampling or highly biased questioning.
Nothing, absolutely nothing gets a 90% preference comparison these days.
I accept that.
Corporate lies are persistent. After Arne messed up the loyalty programs integration he now has to lie to camouflage the failure.
I think you are right that many HV exSPG members have moved elsewhere.
It is too bad as the SPG program had extremely loyal members; I was one of them.
This Bonvoy ‘thing’ is not nearly as good from loyalty perspective.
I so agree!
I can attest that I’m a Marriott Gold solely because of the partnership with United. I haven’t stayed in a Marriott in at least 5 years.
I was a Gold SPG member for years with never a complaint , but am totally dissatisfied with being a Gold Bonvoy member. Besides the devaluation of what I can get for my points, in SPG as long the was a room that wasn’t booked, you coul get it as a reward , which is not the case with Bonvoy. Even though there are nany more hotels, many won’t allow an award booking and will only sell you a room. Also, hotels that allowed dogs to stay free before now have adopted the Marriott charge for pets if thay will allow them at all. If I didn’t have so many Bonvoy points, I would swich to Hilton.
I don’t have a problem with Marriott as I travel enough to know which Marriott hotels to stay away from because of their inconsistent application of loyalty benefits and snarky management. No need to mention the hotels as doing so will not improve them. They can be easily searched on FlyerTalk.
It is evident that SPG loyalists independently sought out other options and are doing quite well as Hyatt Globalists and Hilton Diamonds. No looking back.
Perhaps Marriott’s 23% drop in revenue can also be attributed to their recent reduction in commission payments to meeting planners who book revenue-producing meetings and conventions. Marriott reduced payments from 10% to 7%. Guess what…planners found great alternatives and booked at other hotels that still offer 10% (and some chains – in response to Marriott’s position – raised commission payments above 10%.) Looks like they’ve made multiple bad business decisions that are biting them in the bottom line. Not sorry. Karma.
I was an SPG gold member for several years. Had the SPG Amex card for over 15 years and closed my account once Marriott devalued the SPG points and earning potential of the card. The best they could do was offer 30k free points for not closing my account which would have been great under the old SPG point system but isnt even enough for one night in the new Bonvoy system. Marriott bought a great loyalty program and decimated it. I wish they had just left it alone. I never stay with Marriott/SPG anymore unless if I’m traveling with coworkers who want to stay at one.
I had been loyal to Marriott for 28 years. But I cannot say they were loyal to me. I was a Titanium member within close striking distance to Titanium for life and then the merge with SPG. All my points suddenly disappeared >250,000 and I was assigned a gold membership. It took me months to recoup my points as there did not appear to be a human working any of the lines. I finally said my piece on Facebook and then someone contacted me. Since then I have used my points and do not intend to continue the level of loyalty I had in the past. The inflation of points now have devalued my ability to get rewards so why bother when I can be a Diamond member at Hilton and enjoy easy communication and upgrades.
Remember RIM? Everyone had Blackberry’s 10 years back. Today RIM is gone. Why? Basic reason is they kept believing too long they were on the right track.
Arne Sorensen is doing precisely that. He is leading Marriott down the drain by being internally focused on his few loyalists that tell him what he wants to hear, instead of on those who lost their loyalty and those who are completely outside Marriott.
He lives in his own well protected bubble. No doubt surrounded by slimy staff members who keep all the unpleasant news away from him. His Board should be asking him tough fact based questions but if they are like most Boards then they do not wish to rock the boat.
Lifetime Titanium here….while they’ve had a 23% drop, I’ve dropped 60% of my typical annual Marriott nights to independent hotels and airbnb. I would have stayed loyal if it weren’t for the devaluations. They used to get 100% of my hotel walletshare (100+ nights) credit card spend, etc, etc. Just as was the case with the airlines….it’s good to be a free agent. I shop around now, book with Chase or Southwest for the points, and I think that I clocked 40 nights with Marriott this year….60 with others.
I was a loyal SPG member for 15 years. Loved it, loved the brands (although Westin was my personal fave) and feel no kinship towards the stale and boring Marriott hotels I’ve tried to accept the past three years. They all feel tired, dated and totally lacking in pizazz. I’ve stayed all over the country so this is not just a dig at obvious Marriotts off the beaten path. So.,.. what’s a “girl” to do (top executive who travels a lot for work)? Well, switch to Airbnb and enjoy the local touch at these quaint houses and condos. Too bad Marriott… I tried for a long time but your devalued points, blah hotels, AWFUL food and abysmal gyms suck. You’ve lost my $40k per year. Good riddance and I hope Airbnb takes over where you guys fall short.
What survey? No one asked me, I came from SPG from years back and now I am supposedly Bonvoy Silver and about to be Gold after next trip. Online service is impossible so you have to call and it is hit or miss what they tell you, sometimes I believe they just hang up if they cannot answer and God forbide you ask for clarification in writing. Not certain points have the true redemption value. The worst is never getting a straight answer to know if true or not, had to make major request to confirm that my gift to my daughter for honeymoon on BoraBora was accepted. Online says no, various on phone could not answer, they finally came through but in the end I would have just paid full price to avoid extensive phone and email time.
I decided no more loyalty. Bonvoy is disappointing. So now I just Amex fine hotels for my stays to get what I want without having to be loyal to any hotel chain after my experience with Marriot taking over SPG. I used to be a client never even considered a city if it did not have an SPG hotel. So crew all the hyped elitist levels because they really don’t matter anymore and are more confusing from chain to chain. Bonvoy is worse, as a platinum with this chain, it is worthless not sure what the higher levels are worthy of attaining. I used to be a loyal hotel husband, now just call me single and mingling
I was a loyal SPG platinum member, and find Bonvoy to be utterly disappointing. The recent redemption changes have made it hard to stay and I will be making a change to another program.
Lifetime Platinum with SPG and now Titanium with Bonvoy. SPG went out of their way to take care of me and make me feel like a valued customer. Bonvoy – not so much. I’m taking my business elsewhere these days. Somewhere I feel appreciated. Bonvoy appears to be a failure to me. They are totally tone deaf and out of step with their customers.
I’ve generally been a Hilton loyalist given the fact that you can earn meaningful status with a credit card but a couple of years ago I acquired the SPG Amex and made it my general spend card. I also started looking at SPG/Marriott properties for stays. That came to a screeching halt after the merger when the SPG program got devalued. I burned all of my points and cut off spending with my SPG Amex. I haven’t even activated the new Bonvoy card they sent me and I’m struggling to think why I should keep it.
They took a program that had an incentive to be a part of it and have created something to actively avoid. For the casual traveler Hilton’s ability to earn meaningful status and points from credit cards makes them the program of choice for that customer. If you someone running up a lot of paid stays I’d argue Hyatt is the way to go.
Stayed in several other hotels instead of Marriot. Just not worthwhile anymore.
I have been SPG platinum and now two years Bonvoy Titanium. It’s pretty good deal in terms of availability, suites upgrades and other perks.
I don’t see how your conclusion can stand itself.
But better? You’re getting better suite upgrades and availability with Bonvoy than SPG or just more hotels to try? What are the other perks you enjoy with Bonvoy, not Marriott but the Bonvoy program, that you didn’t have with SPG?
I was so awed and amazed with SPG! My husband and I visited Italy in 2015 and used our points to stay at the Excelsior in Rome and the Hotel Danieli in Venice. In both hotels, we were treated regally – even upgraded to a suite on the Grand Canal in Venice!❤️ What a special visit! Since Bonvoy, not even recognized as an Elite member – or upgrades!
The new Bonvoy is junk. Sorensen should quit. Undo just about everything they’ve done and tell their (mostly subpar) franchisees to shove it. The hotels, and particularly the less-tless-than-luxury brands are in desperate need of a refresh, a smoke removal and an attitude adjustment. The inept owners are so obsessed with their “cost of benefits” that they lose sight of what it is that delivers customers to those properties in the first place. Marriott is gutless. They also don’t have their shit together at all. Taking two years to deliver a lifetime titanium card? And what good is it? Should I use it to chop salad? Maybe they should get creative for once!
And did you notice how heavy that titanium card was? Nobody would carry that in their wallet. Why didn’t they actually make it out of titanium so it would be light? They are so out of touch with the needs of frequent travelers. Nobody wants a half pound card.
I redeemed SPG points and was automatically converted to Bonvoy points which was equal value to what i usually get. i called Amex to cancel back points redemption but bank asked me to contact Marriott directly, and vice versa. i felt like trapped and now i moved and focused to Hilton Honors. Although the hotels not as many like in SPG but i did not feel cheated with this conversion thing and resulted my points been downgraded almost 1:4
SPG Platinum for past decade or so. Rarely ever bother with Bonvoy anymore since they don’t seem to care about loyalty in the least. I’ll be doing a status match in the new year.
I’ve been Elite ambassador in Bonvoy and I’d tell you. It doesn’t add anything. Completely useless. Several times I need to call myself to sort anything out. While the old beloved SPG crew were always helpful and caring. I’d like to had this survey too, since I was always Elite there. I miss the SPG and I’m giving another 6 months to it. Otherwise, Hilton here I go.
Been There,Done It! Here writes a member of Bonvoy with two metal membership cards, one from SPG I earned when it came out, and one from Marriott for the switchover. I run approximately 130 nights a year with a peak of 150 for 2018 and sitting at 144 YTD. Do I like the Bonvoy program? Yes. Did I love the SPG program? Yes! However, all good things as they roll with the times do come to an end. Remember, Marriott’s undertaking of SPG created an almost overnight accumulation of members they never had before. I really took time to image what was taking place at the head office level of Marriott acquiring not only thousands of new members, but also the hundreds of new managers at all levels including SPG once corporate. The shift must have been amazing. Let’s face it, you get the perks, the free upgrades, the cool status, the metal membership cards, the bottle of wine in the room, the priority check in and check out, the welcome package, the warm friendly smile, and yes, the points your earned as a new updated program that was suited for the times and forecasted by the owners to safely and properly administer the program. I was in Amsterdam at the Marriott when the Bonvoy program tooled out. The manager and staff made me feel important that day of the rollout and included me in the celebration in the lobby with refreshments and friendliness. At that moment I felt like (to use the old Sheraton tag line) I belonged. It is not fair to judge an amalamated program such as Bonvoy. It must have been a huge undertaking and probably still to this day Marriott is still dealing with the combining aspects of the two clubs. I prefer to roll with the punches and wait for the bedsheets to settle. I’m sure that Marriott will track those members whether ex-SPG or Marriott still with them and reward them accordingly. That’s why they call it a “Loyalty Program”. Did SPG have a great Loyalty program? Yes! Was it a good thing? Yes! Do good things always last in the world of travel? Depends, but not always. I have been travelling for more than 35 years and actually remember my first free night award back in 1986.
Try transferring your Bonvoy points to your airline FF account in under 48 hours, or 48 days for that matter. Impossible to use Bonvoy points for air travel in a timely, predictable manner unlike the SPG program.
As a former elite SPG member, I concur that Bonvoy treats us more like an airline points program. Airlines charge you for everything, including the pillow. SPG really rewarded loyalty and made guy feel special. As an annual 75-100 night traveler, those small personal touches make a difference. When I take the family on a well deserved vacation, I want to be able to maximize all of incurred business travel to provide them the best vacation possible. Under Bonvoy, it seems to be harder and more expensive to provide the level of customer appreciation experienced under SPG. It feels more like Delta, United and American Airlines.
After 10 years with SPG, 7 of them Gold, I have not been able to use my points with Bonvoy except for one time in Sofia. Most hotels where I go require 25.000 points. That amounts to spending are nd $50,000 to stay a few nights for “free.”. Where is the value in that? At the hotel in Sofia, which was adequate, we of course we’re not given breakfast.
As a frequent visitor to Istanbul I recently used an annual free night and 8000 points to stay at the Grand Hyatt. At check in we were upgraded to a Grand Suite with full lounge privileges – breakfast and dinner essentially. And what a beautiful property!
Equivalent Bonvoy properties in Istanbul are at least 25,000 points a night.
Bottom line, the old SPG Amex is now gone, Hyatt is getting our points and business.
Always amazing how corporations undervalue loyal customers. They broke the loyalty to us, but don’t seem to have yet fully understood.
I’m in love with the Bonvoy program being an elite. I have so many hotel options compared to the Hilton or any other program. Never had issues with the app. Enjoy folks
Hotel options are associated with the chain but not the program. The question, however, that CEO Sorenson was asking members was: If you could still have the SPG program and the Marriott/SPG combined chain, do you prefer that to the Bonvoy program. That’s a different question than “are you overall happier that we merged?” which is more of the question you’re asking.
I’ve been a Marriott guy forever. I remember when each brand had their own loyalty program; Marriott Marquis. Courtyard Club. I used to get upgraded frequently, and not once did I have to submit a missing stay request or ask about missing points, especially ad advertised bonus points. Now it’s a constant. It’s now got to the point where I’m saving screen shots of from the website on rates and bonus points, and even then Marriott refuses to award them to me. I’ve started staying at IHG, and they miss bonuses as all-but I have them for the asking in tje same day of the request. As a Titanium Elite, they offer a gift of Upgrades, but rarely can be used and expire rather quickly. Its shameful what this loyalty program has turned into.
I was an SPG member and Marriott but when Bonvoy occurred I became a
a gold member as a gold member I never ever could get an upgrade I never ever had a free breakfast and the Sheraton’s that fall under the SPG side should have never been under the umbrella those hotels have horrible service and hard beds I am now looking to move on to the Hilton and I just hope the beds are comfortable at least. As a bonvoy member I am platinum now and always have to ask can I get an upgrade and did not never receive a letter offering me any of these gift packages at being a platinum member It’s just sad the system is steady taking our money but failing the customer
Marriott Gold used to mean something. Not anymore.
As a former SPG Platinum (RIP) I expected the worst with the launch of Bonvoy and Marriott delivered even more pain than I expected in terms of Bonvoy points to airlines transfers. Marriott confirms that it can take SIX WEEKS or longer for points to transfer to airline accounts. I used to complain about SPG transfers taking four days! At least Marriott has competition with forcing loyal customers out the door, Accor bought Fairmont Hotels and gutted their once generous loyalty program. I went from 10 stays a year at Fairmont to zero stays over the last three years. Hyatt and Hilton have been very good to me following my switch in loyalty.
SPG was the best and then Marriott had to come in and ruin everything by being cheap and disloyal. Marriott properties are pretty much garbage bad staff mediocre food dated facilities. I knew as soon as Marriott took over that SPG was going to be destroyed it was absolutely devastating. It’s very obvious Marriott does not know what to do with SPG members and they have no idea how to treat them. Attention Marriott we want our perks back and we want to be treated like the loyal members we are or were going to go somewhere else and all the friends and family that we brought along too they’re going to go somewhere else too because you guys are totally screwing people over charging 60000 points for a 15000 Point facility not giving us our breakfast not giving us our upgrades acting like you never even heard of a titanium Elite will surely lose customers.
I agree totally.
Since Marriott went on their ludicrous drive to take over whatever hotel group they could find, their once phenomenal customer care had become mediocre at best.
I however find their whole attitude simply “we don’t give a damn and just stop annoying us,
we are so big now we really don’t need you.”
I was a Marriott and SPG client, however I now only use the Marriott group when I really have to.
What a crying shame that they have reduced a wonderful experience to one we don’t want to experience any more.
As a titanium member I agree with many of the comments related to suite upgrades, breakfast and # of points required for free nights. Many hotels do not recognize the status and getting regular upgrades has been nearly useless. A bit better service in Canada and smaller hotels where we stay regularly are very good. However Bonvoy would be wise to heed customer concerns. We will be looking at matching also unless things improve.
Both my wife and I were former SPG Platinum members. I was enthusiastic about SPG and looked forward to each stay. Can’t say this any longer about Marriott.
Also among my friends and colleagues everyone liked SPG and everyone just tolerates Marriott.
Not sure where the 8 to 1 comes from…. made up statistic, Nord Korea or?
Totally agree with you “Hilton” much better than SPG.
Two weeks ago I asked for late check out 13:00 they refused.
By the way I’m member since 1999 and gold right now.
Bonvoy simply sucks. Even though I had > 500 nights as the program rolled over I only had 7 years so I’m stuck at lifetime Gold which is useless. As a former SPG Ambassador with 100 nights I was used to excellent treatment in the SPG. My ambassadors were awesome. Then along came Marriott (WalMart) to ruin everything. Their cheap bean counters gutted the program and it is forever gone. As of August 2018 I was SPG Platinum with no other hotel chain loyalty. After the disastrous IT rollout I switched to Hyatt. I became Globalist in no time and have never looked back. I still keep my Bonvoy account (still have 480,000 points left) just to fill in when there isn’t a good Hyatt option. But make no doubt about it, I all now always book Hyatt first. Globalist benefits are way better than my Titanium Elite status gets me with Bonvoy. 2 great SPG properties that I have stayed at (LeMeridian Tahiti & St Regis Kauai) have left the program. Marriott has sold 2 other phenomenal properties (St Regis NY & Westin Maui to get over $650,000,000 in cash (even though both hotels are still in the Bonvoy program). Lastly, the new variable rate for points now means that any good property during any holiday now costs even more points!!!
The program is a joke and the people that work for Bonvoy are not much better. A very sad situation for all of us SPG loyalists!!
I’m so sad! Been a loyal Marriott customer for over 20 years, got persuaded to “upgrade” my credit card last year for supposedly better perks, and ended up in a crappy motel undergoing construction with none of the features I’d requested (pool for the kids, and pet-friendly) for a mini getaway. Really unhappy and debating switching to Hilton or Hyatt.
SPG valued us as loyal customers.. that’s not the case with Marriott.
We used to be able to move reward points freely between my husband’s account and mine which is helpful for making airline reservations under one confirmation code and ticketing. Not so with Marriott.. they restrict movement of points between spouses.. why you have to ask?! What possible harm could there be to Marriott I’n doing so. Just one of many changes to show how much we are being valued as their customers.
SPG was a very good program and Marriott ruined it to save money. I have $$$ useless points. I personally enjoyed the free breakfast as a platinum member & club level benefits.
I’m not leaving but am planning on cutting back on Marriott in 2020 ( maybe as low as 75, or even 50 if they don’t start to recognise better those guests at 100 nights but short of 20K$). It’s a decent chain but they’ve got tickets on themselves if they believe they have a captive audience at that point in the market. They’re taking us for granted.
Kyle,
You have misread the data here.
Marriott’s profits were down in the third quarter due to higher interest rates, foreign exchange fees, one-time items last year,
A better way to look at the performance of Marriott’s system is RevPAR, which is a measure of hotel rate and occupancy. Marriott’s RevPAR was up 1.4% in 3Q, while Hilton was up 0.4%.
Marriott did see some disruption from the Bonvoy integration, but that was mainly last year. Based on data from hotel owners, the Bonvoy program has improved recently in terms of delivering revenue growth to hotels.
There is scant evidence of Marriott’s performance being negatively impacted by Bonvoy, at least in the most recent quarters.
@Hotel Analyst – Would you agree Sorenson’s claim that members prefer Bonvoy over either Marriott Rewards or SPG by a ratio of 8:1?
Marriott has been giving 60,000 points out as a welcome gift to ambassadors who redeem points for award stays. In short, you get 1-2 nights back in points. It’s happened to my friends and I at least once. In my case, twice. Another friend three times. The ambassador benefits basically stink because there is no real, tangible benefit to staying loyal to Marriott after 75 nights other than having an ambassador. I stopped staying with Marriott once I hit $20,000 and 100 nights.