Many lines of prose have been written about the bungling of Marriott Bonvoy, their loyalty program transition. Now that the program has been re-launched, many loyalists are using the peculiar name of the botched program, “Bonvoy”, as a derogatory verb.
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You’ve Been “Bonvoyed”
In Facebook Group dialogue and among frequent travelers, the new program name, Bonvoy, has been used to describe yet another issue with the rollout. Have your points posted incorrectly for a stay? You’ve been bonvoyed. Were you denied an upgrade though you qualified and the room was available? You’ve been bonvoyed.
Some enterprising netizen even created Bonvoyed.com, a site that is nothing more than a form filler to post what went wrong with your experience, chronicling the struggles of loyal customers. It’s a digital catharsis for some, amusing brand fail watching for others.
Why Has It Gone So Poorly?
It’s not just that some guests are waiting for stays to be credited from 2018, though some still are. It’s not just the terrible name of the program that doesn’t really resonate with members of Marriott nor of SPG or that they relaunched the program without selecting a name, only to choose a terrible one months later. It’s not just that guests need a decoder ring to decipher which hotels honor which benefits, and then a healthy dose of courage to battlefront desk agents to get what is rightfully theirs.
It’s all of these things.
Starwood had such a loyal following and they rightfully earned it. As one fellow speaker at FTU described this weekend, it was a way of life. When SPG Platinums thought of themselves, their hotel choice made them a little chic, sophisticated and different. As my colleague mentioned, they would have been smarter to completely rebrand the program as SPG and hope to inspire all of their guests rather than create something that neither Marriott nor SPG enthusiasts could identify with.
Marriott Bonvoy customer service is lacking in a dramatic fashion.
How Could Marriott Right The Ship?
Marriott has sent out invitations to various writers last week offering a paid trip to Hong Kong to showcase the brand in exchange for a pair of posts in two major publications. This writer didn’t receive an invite and wouldn’t have accepted if he had. It’s not because I don’t like free trips (I would), nor that I am too busy (I am but I would make time) – it’s that I wouldn’t feel right about publishing positively about a program I don’t trust and can’t recommend. It’s not that I am bitter, it’s that I’m not interested – and I am not alone.
The mere fact that Marriott is this desperate to drum up positive content about the program demonstrates that the public has taken notice with their poor performance. While I disagree with their approach to right the ship (bribe for puff pieces to turn the tide of public opinion), it does demonstrate that things are going horribly wrong and Marriott recognizes it.
They need to do what no major brand has ever done. They need to admit that they messed it up, relentlessly focus on delivering superior results to their customers, and perhaps even default back to the highly successful SPG program. They admitted that they married up when joining with SPG, why not shock the world, satisfy customers and stir up the entire loyalty community in the process.
Absolutely not. The brand will kowtow to hoteliers who are not eager to give away breakfast or extra points to guests who frequent their properties. While they lose SPG branded hotels who have not enjoyed the transition, they won’t dare tempt the loyal Marriott properties to up their game and be impressive.
Management has recognized that they got it wrong, that the public has noticed and that some are voting with their dollars, enough to order this press junket. Kudos to recognizing the problem and aiming to do something about it. However, if they listen to guests, critics and loyalists they could make the changes right away that would win many back and earn new customers. I am afraid that they will not do this despite clear indications that they should.
What do you think? Have you been bonvoyed? Has your experience been okay or even better under the new program? If it hasn’t, have you left the brand for another chain?
Fully agreed – as I have said many times, they are a deadly combination of unethical and incompetent at this point. I think *most* of us could handle one or the other at this point – both makes the program a stay-away for me (esp. easy as a LTT, ex-SPG person). Hello Hyatt!
I have noticed a drop in Qaulity along all the lines, you people at the desk no experience and sometimes rude to customers. Gentleman was almist degrading to me at the Ac in des moines
You’re missing it completely. To say that Marriott, in general, is to blamed for a singular front desk issue ,regarding service, is absurd. Hotel associates aren’t curing cancer. So stop with the entitlement and grouping customer service all into one. You have no idea how awful this industry is, let alone how under paid a front desk agent is, but I’m sorry please tell us of how unappreciated you feel, it would be my pleasure to assist you.
If you really want to solve some of the customer service issues with Marriott, ask Marriott to pay their employees more. Front desk agents make $10 – $12 an hour. That’s not inspiring to care at all. Especially since most are part-time and the turn over is very bad. I started working for Marriott in October in a fulltime position hoping to advance my career. I’m ready to quit because the job is not worth the stress/hourly pay and my training was basically non-existent. I don’t know any Bonvoy benefits because all my time is spent dealing with demanding customers, unrealistic sales goals, and mgmt turnover is very bad as well. Also, I post a lot of points for customers who had bad experiences. Marriott charges each individual property for those point corrections and it comes out of their yearly budget. They do this to make each property step up and improve customer experience. However, all it’s doing is creating bitter general managers who’d rather jump to another property than get their hand slapped over issues beyond their control. Then, the lack of knowledge just trickles down to all positions while waiting for new mgmt. All the managers that were at the hotel where I started in October are gone. You want better customer service – demand Marriott pay employees better hourly salaries. Also, don’t forget Starwood sold to Marriott before they disclosed their giant data breach. Marriott is cleaning up that mess as well.
How about ethical issues. I forgot a pair of diamond earrings. Yes, this can happen. Even if you check the room a last time. I called several times trying to get them returned. I Never received a return call from lost and found. I was only able to get a answer from housekeeping. They said Marriott policies are to throw away any left items. I received this answer multiple times from housekeeping employees. My earrings were a Christmas gift. Sadly I had to tell my significant other how irresponsible I was. However unintended. Even though we both overlooked them upon our exit. This stay was how we rang in the New Year. What a hard lump to swallow.
Tell you, my friend gets a cat 6, then the receptionist says he never booked. And that was 25K points down the toilet, plus 5K went missing and they said “We are ‘trying our best'” Not good enough. And guess what, he also lost his wedding ring, and it’s worth a lot. Also lost his iPhone 8. Wow.
Starwood hotels are total garbage! Good companies don’t sell to other companies… they had issues attracting guest and building new hotels. The customer base is also horrible they had to just stay 25 times for platinum which made everyone platinum, sorry but that doesn’t make me feel very VIP when your plumber is sitting in the concierge lounge in his overalls eating 3 and 4 plates of the buffet breakfast. I’m glad Starwood Went bon-voyage. It was a terrible company with horrible hotels.
You’re a fool. Every traveler in the world knows you should always take Starwood over Marriott. I’m sure SPG members are unhappy about the new owners. Even Marriott high end properties are cheap.
Someone is a fool who disagrees with you?
Update on my post… I’m very encouraged by my most recent call to Bonvoy! They were very courteous, knowledgeable and helpful booking with points. A great improvement, keep up the good work, thank you!
Good companies sell to other companies all the time. Strange thing to say. I happened to like SPG and miss them. I am not staying with Marriot though.
Some responses are just beyond idiotic. Marriott allowed you no shortage of ways to gamify stays.
Johnny Bravo…what a joke. I smell a Marriott employee in this response. First of all get your facts straight…Marriott TOOK OVER Starwood BECAUSE they envied their convention/group business folio. I book $millions in convention bookings every year and ALWAYS leaned heavily towards Starwood. Awesome company, awesome sales teams…until Marriott bastardized it all.
So simple—stay at Spg hotels if you love them as ur name suggest…stay clear of Marriott hotels if you don’t like them. If spg loves their members as much as you love them, would they just leave you? Why r they not profitable?
Unfortunately, many SPG hotels have also started to Bonvoy their service and acclimate to their new bosses. For example, the W Fort Lauderdale recently Bonvoyed their breakfast benefit for elites offering just $25 per two adults. Gary left has a great post about why all the SPG loyalists are up in arms and Marriott feels it’s just business as usual. Because for SPG loyalists it’s a severe deviation from the service they’re accustomed to receiving and Marriott is just operating as they always have.
Don’t forget that the employees have been bonvoyed also.
We stayed at Marriott Renaissance-Westchester as part of a large wedding party the weekend of Memorial Day. My husband is “Bonvoy” member. On the third night of our stay I couldn’t find my pj’s. Because they were white and may have been left on the bed I assumed they were accidentally swept up the the bed linens. I called front desk and an email was sent to housekeeping to locate them. Long story short Marriott refused to offer any compensation for their error without a receipt for my pj’s! I even sent an email to the ceo. Eventually I heard from their director of “consumer affairs.” They still insisted on a receipt. I was able to find a receipt by calling the merchant. All this enmity for $136.
I wonder if I truly get compensation.
Question of the year…
Like “trump” and “republican white male”. Where I live we say” have you thrown your republican white males” today to mean “have you thrown your garbage today”?
Is there a vague connection from your comment to the content for which I am unaware? I fail to see how any of it connects with Marriott’s ineptitude regarding Bonvoy.
There is your connection. Both Marriott and Debit share an ineptitude that cannot be explained or corrected.
Yes. Bonvoy is synonymous with incompetence, trump is as well.
Mariott is synonymous with “lack of empathy, minimizing own criminality” white Republican males are also synonymous with that.
Very strong connection.
I side with Kevin. The synonymous relationship is Debit is an idiot just like Bonvoy.
I am sure the nazis also thought they were right and everyone else was wrong. Similarly ISIS. Similarly white Republican males.
Debit, so you’re saying you’re like a Nazi?
Like Bonvoy, you represent everything that is wrong with America today.
Just delete the comments. This is a travel blog. This post is about Marriott’s disappointing merger/IT systems/customer service,… ad nauseum. Its really ok to not have everything somehow be brought back to Trump/Hillary/Politics, etc….
Debit: an entry recording an amount owed, listed on the left-hand side or column of an account.
You are a loser, I bet you feel like the world owes you something – Fact : It does not.
Let’s not get personal, please. That goes for everyone.
You are truly a moron.
Republicans or Democrats are followers of different political ideologies and policies, but beneath all these differences, one should share a common trait- human decency: compassion, kindness, honesty, generosity. Have Republicans, esp the politicians, lost sight of it?
Pretty rude. But what can you expect from someone who comes to a hotel discussion page to bash half the country (i.e. the “winning” half)?
I am happy to say I avoided getting bonvoyed. I loved SPG but every once in a while I’d have to call up SPG to get my points or stays corrected. After seeing reports that folks were having issues with reservations/stays around the time SPG got merged with Marriott back in Aug 2018, I decided to sit on the sideline and see if the dust ever settled… which we know it never did. What’s even worse is that Marriott upper mgmt thinks we are going to come back eventually by giving us even less benefits and customer service.
If anyone is reading this at Marriott upper mgmt, I want you to know since Aug 2018 I have stayed at Hyatt or Hilton at least 70 nights, and zero at Marriott. A big fat ZERO. How’s that for noise around the edges? Oh yea.. your Bonvoy credit card gets tossed, too, when renewal arrives in Oct this year.
I think Hilton is part of Bonvoy too…
Sarah, don’t lump Hilton into this mess with a now-messier name. Hilton Honors is still around, and likely gaining some new members since what’s been happening with Marriott. IOW, the almost-too-big Marriott umbrella does not include Hilton.
No, Hilton is not apart of Marriott Bonvoy.
Hilton is at least 100 times better than Bonvoy! Bonvoy is a scam, and now I’m Wyndham
Debit – stop being a victim of Trump Derangement Syndrome, esp. when you have AOC who closely resembles (physically and mentally) the Democrat mascot.
Btw – Hillary lost. No one is paying you for your anti-trump posts.
I envy your simple mind and low IQ – it must be so comforting to have no creative thinking ability, your only choice being to parrot what others have already said and old, shopworn tropes. I can imagine the satisfaction you felt when you pinned your “I DID IT MYSELF” and “I PARTICIPATED” badges to your shirt after posting today.
UA-NYC your not going to find Hyatt any better, instead of calling yourself a “Titanium” ( if thats your status) with Hyatt you can call yourself a “Globalist” . I was a diamond for years and after the conversion I decided to revert back to my Lifetime Platinum P with Marriott only to be screwed again! There are some that are running to Hilton forget it.
All of the chains are taking in marginal properties to up their “room count” many of these as you stated in your article loath to give breakfast away ( cheapest meal of the day) the chains are afraid of them, then there’s “Equity Capital” another villain that’s sucking the life out of the properties poor to no maintenance, marginally acceptable F&B service,
It was a sad day in the industry when the Marriott family turned control over it’s only going to get worse before it gets better. Their motto should be “expect less”
I can’t believe that I cannot find anywhere on the Marriott Bonvoy site ANYTHING about what brand does what know terms of benefits.
No property training whatsoever – font desk and managers clueless.
Some properties don’t even have the signage saying it’s too expensive to buy or there’s no inventory to purchase.
Yet the day after the merger was live they had all the signage in all the hotels with the three programs.
LoL…I love this!: You’ve been ‘Bonvoyed’
I already switched to Hilton and I was just approved for my first Amx Hilton card last week.
Let’s just sit back and watch ‘Bonvoy’ self destruct!
I’m mostly brand agnostic and typically prefer to stay at an Airbnb in an authentic neighborhood versus a big chain hotel. But, that being said, I am a Fairmont fanatic and their properties in San Francisco, Montreal, and Quebec City are among my favorite in world. Accor has destroyed Fairmont’s loyalty program but, for a moment, SPG was a good alternative. As the author mentioned, SPG had an aura of sophistication and I would happily spend a few extra bucks for an SPG property over a soulless Marriott. I find Bonvoy and heritage Marriott properties to be like Macy’s – commoditized, uninspired, and largely mediocre. It’s too bad that Hyatt hasn’t stepped up to recognize this incredible opportunity to be a step above the rest.
Given that it is now 6 months since the August rush and after a reasonable amount of optimistic patience, it is more than evident that Marriott IT continues to fail and there is still no communication from management recognizing the problem or perhaps positing solutions.
I also was a long time Hyatt Diamond member and made it through 2 years of Globalist membership until this year. After recently being “Bonvoyed” out of three advance reservations, this Lifetime Titanium Elite just cancelled enough Marriott reservations to return to Hyatt Globalist status.
As for the “influencers” invite to the Marriott Ocean Park Hong Kong, good luck with that. That hotel is a bit out of the way and sadly I cancelled a two week stay at the Ritz Carlton Hong Kong, one of my favorite hotels in Asia, thanks to being “Bonvoyed” royally. There are many other options in Hong Kong.
Thanks for writing your blog. Maybe Marriott management will finally do something before it is too little, too late.
We were a loyal SPG platinum member and were told that if we got our 25 nights we would be “grandfathered” (Marriott word) into their program and would be granted to continue with our platinum for 2019 at which time we would have to earn 50 nights from then on–fair enough. Countless calls to Marriot ensuing what we were told is true that it didn’t matter after August where we booked it would all be one program– how many emails did we all receive informing us that its one program now!!!
After August 2018, booked a few Marriotts to try them rather than staying at SPG properties. Just last week upon logging onto our account we have been downgraded to gold. Upon many and I mean many conservations with Marriott I was informed that although I did get my 25 nights — in small print, they had to be at all SPG properties and my few (3) Marriott stays would not be counted and therefore I fall short of the 25 nights to qualify this year for platinum. We feel totally lied to and extremely upset their staff was so unaware of all the rules for qualification for SPG members. In fact, one employee told me I need to read the agreement — my response is – maybe their own employees should read the rules!!!! Extremely disappointed and good luck finding a number that you can speak to anyone — a manager is never on call — on a Monday morning at 10:00 am I was told no manager is available. Wishing Marriott never and I mean never bought SPG as it was the best and Marriott seem to be the worst!!
I had an almost identical situation. SPG was a great thing. I miss it. Hilton did a status match so im diamond there. Its ok, better than being bonvoyed.
I to was recently bumped from Marriott Platinum to Gold. I found out the hard way after checking into a Sheraton recently I asked what floor the lounge was located and told “that’s only for platinum members” I had been platinum for two years and have 18 nights thus far in 2019. Previously on Marriott there was a phone number you could call and actually speak with a Marriott rep. Now, the only number is fully automated. Missing nights? Fill out a form. Customer service has certainly taken a few steps backwards.
My friend lost all his points and lost all his nights. You should go to Wyndham, because it has wonderful customer service. And guess what, he dialed the number and he got back “Sorry, we can’t do anything”.
“They need to do what no major brand has ever done. They need to admit that they messed it up, relentlessly focus on delivering superior results to their customers, and perhaps even default back to the highly successful SPG program.”
As an oldster, it’s not too dissimilar from the 1985 New Coke debacle. In fact, it’s mentioned in this article that “(W)hen a new product launch is a disaster, it is called the “New Coke” of its industry.” We might just have a new winner with Bonvoy. At least Coke ultimately righted the ship.
Fair enough Colleen. In my defense, I was just 1 year old when the New Coke debacle happened. But you’re right.
Every single time I call, the recording wants my Marriott number because it “doesn’t recognize the phone you are calling from”. I’ve never called Marriott from any other phone and I’ve checked with a rep that they have the correct number. How can they screw this up????
Possibility of you having multiple accounts with the same phone number on it.
Val – exact same thing here. From the proverbial grapevine, this appears to be happening to lots of folks. Just another of the myriad IT problems that six months after integration are not fixed.
Same thing to my friend(s!) The reason for them is because for some reason they put the phone number backwards! Who does that?
Colleen, Sorenson will never admit he made a mistake in signing off on this mess, his ego is too big, unlike Bill and Willard who would Sorenson won’t. What you might see is a “spin” and some “modifications due to customer feedback” if we are lucky. Again some will get mad that someone “moved their cheese” and they have to pay but the others will all be in lock step one way or another. Devaluation began with the cc offers then enter the hackers.
As I move into retirement I am glad to one off that merry-go-round will take my well earned lifetime status with a few and try to get something out of the fews million points/miles left it is a diminishing return saving points.
Sorensen taking over Marriott was a disaster of pretty epic proportions. It’s not just that he quite literally doesn’t understand loyalty, but that he views the loyal customer as some kind of enemy. Making smart changes would be tantamount to surrendering to that enemy.
I find it ironic that people who were die hard SPG fans to place blame on Sorenson. Let’s remember, Marriott made the purchase, Arne did not work for Marriott before the merger and Marriott chose their direction and gave Sorenson the reins to do their bidding. Not that he is blameless.
Um, what? He has worked for Marriott since 2012. #FactsMatter.
Let’s not forget the current SVP Loyalty (over Bonvoy) was the for VP of SPG at Starwood – Marriott did this with little fanfare as an attempt to bridge the gap. I agree Mr. Marriott needs to own up to this misstep on behalf of his team. A relunch as SPG with an additional top tier of diamond would be the best (as SPG Plat needed 25 and Marriott Plat needed 75 a new Diamond level at 50 nights would be awesome)
Arne background is a HUGE part of the problem – except this time he’s stuck in the middle of a problem of his own creation. (M&A screws customers and employees -while the only people that benefit are the law firms, C-suite exec’s and stockholders)
Arnie’s background wiki footnote 5.
“practiced law in Washington, D.C. with Latham and Watkins (specializing IN Mergers and Aquisitions Litigation”
Normally the M&A lawyer’s Deal, Bill and then Chill and escape all the Ill-Will that they create.
Karma baby couldn’t happen to a more deserving atty.
Yes Sorenson is a disaster. He is a narcissist, which also means he is a liar and a bully. His merger is already a failure but he will never admit this. The Starwood cyber hack was but the first public indication that all is not well. It seems highly like that the merger was corrupted. The Bonvoy disaster is what customers will see; the real disaster is very deeply embedded within the corporate structure
I don’t get it. I have had not a single problem, with the website, or reservations, or the same value of the program. Just back from Hawaii, points used in Kona and not a hitch. Upgraded, everything was peaches. I’m a Lifetime Titanium and I even see the complaints about the title….who gives a shit? They could call the Tiers “Dirt, Mud, Crap, Dust,”, whatever, Why does that matter? Only to elitists that are concerned with appearances I would guess. The name of the program? Again, who gives a shit? Call it what you will. The only question to savvy travelers is what they are getting for the points they’ve earned over the years. Sounds like bullshit whiners to me. Grow up.
If the name of the program was the only thing worth bristling at, there wouldn’t be a website dedicated to failures and mistreatments. World of Hyatt is a terribly lazy name for an award program and people didn’t love it – or the square box logo – but the program didn’t utterly fail them repeatedly.
Fair enough, but your post brought it up. I’m only stating that the service issues you bring up, the mistreatments, et al,, aren’t universal. There will always be the dissatisfied, there’s nothing new or special about this particular case. The name complaints crystallize the shallow nature of most of this dialogue.
My experience has been like yours. Lifetime Titanium, Ambassador Elite in ’19, and all my stays over the last 6 months have been better than I expected. I try to avoid staying at the same property given how much I’m out, so I’ve stayed at Westins, Renaissances, JWs, Marriotts, Courtyards, Springhills, ACs, Moxys, Residences, and a few other boutique hotels…I don’t think I’ve had a problem with any.
Upgrades are coming more, points bonuses are showing up as I expected, point usage has been as-planned
I was very disappointed in your comments. Based upon the title I expected some actionable and knowledgeable analysis of the program. Instead I found a bunch of implication and insinuation with little substance . Your initial article focused on some delays on missed stays ( call customer service)the name of the program (really who cares), and some confusion due to the size of the undertaking
Your blog and comments state that
Bonvoy was a total failure…. really in less than 30 days. That’s an amazing conclusion to reach.
With regards to specific benefits, expecting all hotels (regardless of cost) to allow the 4star property benefits is almost as unrealistic as your article.
Very poor and sensationalistic writing that seems to have an agenda based on only your personal opinion while you try to stir up negativity.
And here’s the best part. I am not a fan of the bonvoy process etc but your articles lack of research and substance turns me towards supporting marriott in this
Their management welcomes you, too bad they didn’t do a better job of welcoming a SPG elites. Just because the name has only recently been launched doesn’t mean the program was a success. Check the website: bonvoyed.com and see the comments. It’s a litany if issues and none of them are mine since I stopped staying at their properties (outside of an award stay at the Ritz Grand Cayman).
I didn’t coin the phrase, others did to reflect their experience with the brand. I wish I was that clever, but I’m not.
The problem is not a crappy name, but that Bonvoy is a crappy program. I’m genuinely glad that you’re good with the program, but that’s just not the norm. As to the whining, do you really expect that when this many people have gotten badly hosed that they’ll just smile and forget it?
Why yes Christian, of course they will. They will forget Marriott just like Marriott is forgetting them. Too many other places or there that value loyalty that people can switch to. Me included. #bonvoy = #forcedtojumpship
Someone is a fool who disagrees with you?
I agree with you. A lot of whining on this blog.
Yes sound like a bunch of whiners crying, lets be real about it, some of you dont even spend your own money to earn points or miles and you still complaining
Some of us do. Does our opinion count?
Why are you sounding so bitter here, Kyle?
Been trying to get my points for 2 years from Springhill Suites! They do nothing but give me a run around every time! Hyatt here I come
Agreed Kyle. Between personal and business travel, I spend 5 figures a year on hotel stays. Meaning I spend plenty of money to earn those points/miles.
I think that’s $$$ that Marriott wants to capture, and they’re at significant risk of losing it for a long time to come.
My thoughts exactly thank you for posting that comment.
The programs terms and conditions only award points to guests who stay in a room and pay for it themselves. If you want to troll, at least do it intelligently.
Actually, it’s Fluek who has said exactly that in public interviews. I met him at a Marriott loyalist function in Arlington, VA a couple of years ago. He struck me as arrogant and condescending, and it was evident to me that he viewed Marriott’s loyal customers as the enemy. Really?
Concur, not a single issue with this program. Always upgraded and taken care of by marriott. Always choose the brand based on my needs on each stay. SPG members who are unhappy move on. No be deal.
Hilton”upgraded” their Hilton honors system last year. It’s still f-ed up. Hhonors”customer service” seems to have the same incompetence or disdain shown in these comments. I suggest you find a property you like and stick with it.
I don’t find any issues with new Bonvoy. Its lively, the program has all that was there with SPG so who cares about the name. No issues with redemptions, upgrades, cancellations, hotel booking, the hotel property or facilities whatsoever. I am a silver elite and going to be gold by this year and all my stays have been perfect. SPG Amex transition has been seamless and all the benefits are in. No bad experiences till now. Good job Marriott and keep growing.
The Marriott Way is long gone. As a lifetime platinum member the chain has done what 3-4 years ago I thought would be impossible. They have made a Marriott property a “second choice”. I read an article last year that supported my game plan “DON’T GET MAD, GET HILTON”
Great customer service!
Always professional and helpful!
Lifetime titanium NOT GOING ANYWHERE ELSE!
THANK YOU MARRIOTT FOR GREAT STAYS AND SERVICE!
As a lifetime titanium I agree customer service has been extremely poor. The new program breakfast, upgrade and benefits policies take lots of studying to understand and could easily be unified across brands. I’ve spent more than 40 hours on the phone since August and have agree perhaps 50 emails.
I think that Mr. Sorenson cares as he seems to respond to emails and monitor feedback more than David Flueck, who seems to be more in charge of the loyalty mess. I’m hoping that they put together a advisory group of a range of members to help right the ship!
It’s quite simple virtual monopolies are bad for everybody other than a handful of bankers who put up the money for the mergers. Government bodies are you listening? No!!
I’m titanium and haven’t had any issues at all – still get upgrades and all the benefits. Only once was there a mix up with a redemption night, and an email to customer support had it fixed in a few hours. So far, so good!
Google News pegged this as an article written by Matthew Clint (with a c) LOL
Yeah, that’s been happening a lot lately. Any suggestions on how to fix it?
Despite what my username implies, I’m pretty bad with computers. Sorry!
I cot BONVOID also. Using points, I booked two nights in St. Augustine, Florida. After I got home, I saw that I was also billed. After several calls to Bonvoy, the result is the disappearance of the points and the charge stayed. Wonderful!
Have to say I agree with you Kyle. I have achieved lifetime platinum status and at best will stay 25 nights this year with them. I stayed 90 last year with hilton.
Last year I had to beg for points for stays, they dont take care of the heavy business travelers anywhere near as well as hilton. Things like free breakfast and bottle water are not sure things. As for upgrades, nope, just doesn’t happen. I could go on.
Hope to figure out, for years they were my go to hotel. Now its hilton. They get it.
As an SPG Lifetime Plat, I was used to great customer service, that’s gone and I’ve never noticed such a drastic difference between two companies that cater to the same clientele. It’s their telephone centers that stick out. In the past, if I needed to call Starwood, they had a dedicated line for their higher tier members and my issue was always resolved in a timely fashion. Marriott has an “Elite” line that’s the exact same phone menu as their non-elite line, so I honestly couldn’t tell anyone the difference between the two or explain why they have it. I dread having to call and I can’t think of a time when my issue was resolved with one phone call. Case in point, I had a question about their Double Take promotion.
Call #1 The representative told me you have to check in and check out of the same property twice before the promotion begins, that didn’t make sense, so I called back hoping to get a different agent.
Call #2 The representative told me she had never heard of the program and can’t help me, so I called back hoping to get an agent that may have heard of the promotion.
Call #3 The representative said it’s only valid on weekends, which isn’t what the T&C said, so once again I called back hoping to get a different agent.
Call #4 The agent said the Ritz Carlton brand is not participating in the promotion, so my upcoming stays won’t count anyway.
Call #5 The representative said she couldn’t help me, took down my email and said a manager would contact me within 48 by email to arrange a time to call. That was over 96 hours ago…
I’ve shifted my spending to American Express, I get all the same benefits as a Platinum but with much better customer service.
Q1 2019 – Double Take Promotion:
You earn double points on your stays between 3/19-6/4, starting with your 2nd stay. If you have one of the AMEX or Chase VISA on weekend stays (include Friday/Saturday nights) you’ll earn an extra 500 bonus points.
I also have had a great experience so far with Bonvoy I actually love the mobile app and think it is one of the easiest user interfaces I have on my phone. Are there a couple of glitches sure but nothing that has impacted my stay. As a previous Fairmont and Westin customer my stays at all Mariotte brands so far have been excellent with the staff going out of their way to recognize my loyalty and level in the program.
In addition as an IT professional I would like to point out that the SPG program exposed a huge number of us to cyber fraud, something that the author seems willing to ignore or forgive. Given that the Mariotte team has probably been overwhelmed dealing with a cyber issue of that magnitude I am amazed they even were able to launch the new program at all and it says a lot for them that they moved so quickly to eliminate the SPG exposure
What gets me is when these Elite guests come to the hotel and have rude attitudes and speak to the front desk agents like if they are below them and that expect spectacular service. Maybe many of you need to take a step back as I can see how you’re treating others before attacking the employees. I for one have never received that service from Marriott but I have been in line behind Elite members who act like they are entitled to treat the employees like garbage. I would so many things wrong in this world griping about getting a free upgrade should not be the top of anybody’s list. What I would really like to know is how if you are told that there is not a free upgrade what makes you think you’re being denied a free upgrade?
Because the inventory is freely available on the website. If I can pull up a suite on my phone that qualified but am told I can’t have it, it’s a denial of a benefit that I’ve been loyal to receive.
Kyle the upgrade is something that you think you understand based upon a computer screen. S. Former front desk associate my hotel had 400 rooms and 6 suites. We averaged over 50 percent of our guests being eligible for upgrades. We gave them out as often as we could based upon many factors (length of stay, guest level etc). But people need to realize that it is both subject to availability and while I encourage you to ask, be ready to accept when we can not. Don’t be a “Kyle” and don’t “Kyle” the staff because no a computer screen showing it available isn’t the whole thing. Maybe they have a frequent guest top level that they will upgrade upon arrival if it doesn’t sell first. I like one of the previous responders hate to see poor staff getting “kyled” by arrogant jerks
Nice how you didn’t respond to the poster’s commentary of the behavior of some elite members. I hope you don’t endorse that sort of behavior.
I have had Elite members walk in with a king reservation and act appalled that on a sold out night I can’t change them to a 2 queen bed to accommodate their party of four. What about the people who booked that room? Screw them, right? What if they are Elite, too?
If it’s sold out, they are entitled to the room they booked. No exceptions. But I’ve also had front desks state that they were sold out of the category suite I would be permitted to occupy in connection with my status lying to my face. I’ve booked that suite while standing in line, checked into that and explained the situation to reservations over the phone who have made it right. If you’re sold out – no problem, I should have booked a suite if I needed one. But if you’re not and it’s part of my benefits I expect to get it. If I didn’t get my points in connection with a stay, another stated benefit, no one would think twice of expecting to receive them, why would a suite benefit be any different?
That being said, there is a right way and a wrong way to go about it.
Been felt “Bonvoyed” since Marriott took over Delta a couple years back. Didn’t make it to 50 nights last year but felt like I was away and stayed a lot and for what? Pretty much get shit now, that many nights at Delta would have given great return with lounge access, breakfast, etc. I just miss the old Delta program, like some of the upgrades at Delta properties but doesnt’ mean a whole lot in end. Guess back to HHonors days.
I was a loyal SPG Amex card holder for 17 years and absolutely loved the program before the Marriott merger. I accumulated the majority of my SPG points through the card and would always stay at an SPG property whenever I went on vacation. The merger changed everything for the worse. Marriott diluted the credit card benefits so much that it became virtually worthless. And quite frankly, there used to be a significant difference between staying at an SPG property versus a ho-hum Marriott property. I cancelled the card. They offered me 20,000 points to keep the card but that wouldn’t even get me half a night at most of their properties now. Marriott’s garbage and they know it. They should have just left SPG as it was.
Great message! Maybe a competitive brand will offer a status match and take all the Marriott customers who feel “Bonvoyed”. For myself and my wife, we stayed 250 nights at Marriott last year across the country. In 2019 so far- zero nights. Bonvoy is a poor choice of name and it seems ironic so many people have said “Bonvoyage Marttiott”. Quality of customer service is now fair to poor at most, though not all properties (Phoenix Renaissance Downtown is fabulous!). Any loyal customer can notice it wasn’t always like this, I’ve been loyal since 20-years. Staff training on hospitality etiquette and finesse is somewhat non existent it seems. Marriott has clearly declined in quality on simple little things – front desk employees using their personal cell phones instead of noticing the guest standing at the front desk waiting to check in, house keeping not changing sheets even when requested (they turned them inside out! They didn’t know we marked it with a pen!), outdated properties that “still have 3-years before they’re required to renovate” or the best is the grossly outdated properties that are “renovating at the end of the year” yet few years later it’s still the same decrepid property still saying the same line. Even a simple thing – to smile – staff rarely smiles, watch for it yourself and you’ll see! There’s so much room for improvement. Wake up Marriott!
To piggyback off this the staff don’t smile because their benefits are getting cut, the prices of insurance are going up with the coverage being weaker, the family and friends discount is discontinued and they are being paid minimum wage to barely above minimum wage. This does not excuse the poor service however it really shows why the service can be the way it is.
Also to add on top of that, the required work that comes in the form of “special requests” is usually a thankless job and of course the person who handles it has to disrupt their entire work process for no benefit to the worker.
Basically negative customer / employee interactions are a symptom of an underlying problem which is: Marriot is effing over both the guest and their own employees royally. And nothing will happen until people vote with their wallets and unless employees start looking for better jobs.
Source: former employee and I recently talked to a trusted current employee about how the badly things are going.
Disagree. I have had many enjoyable family trips using my Marriott points all over the world including Italy, France, LA, Calgary, etc. Now with more programs added it is even better
Things got better for me with the program in the last month…upgrades were offered, points credited within a reasonable time, etc. BUT, I do wish they would offer 1000 points for every time I had to call or write between August and January. To me, that would signify that they recognize there is/was a problem, they value my time and loyalty, and that they are sorry.
I have not had any problems, and like more options for hotels so happy with the merger. Sometimes you want to stay fancy, and sometimes not…get points either way. Was a tad shy of lifetime points for titanium, but they gave it to me without asking. I don’t join a rewards program to make me feel better about myself & I find some of the posts here are pathetic. If you get your value from shit like this no wonder you get upset over anything 🙂 This is a product that must be compared with it’s competitors for context. If the annoying snowflakes would leave Marriott I dare to say the lounge atmosphere would improve, and the TV would not be on CNN all the time 🙂
I have been an SPG Platinum Guest since 2000….having attained Lifetime Platinum in the first class that received that honor…and I find I am now begging and jumping though hoops just to get my stays and points earned posted… and don’t expect to get your bonus points easily either… Late last year if you had multiple nights at a property you were to receive extra points…but when they never appeared a phone call was met with a …’ We never heard of that promotion’….even when a copy of the promotion was emailed to the rep…
Even top flight hotel properties in the program have become ‘cheap’ about using reward points you have earned for a free breakfast or ,… heaven forbid… a room upgrade in a hotel that is not even close to full….and don’t expect any upgrade to be more than one cat above what you booked….those junior suites must be sooo valuable that they are better off kept unused….
Lifetime Titanium Elite really means very little in the new Bonvoy…….How we miss the Class of SPG….
It went badly from day one, when they tried to screw SPG LTPs with more than 750 nights ( ie the benchmark for Marriott), even though many MR members had reached those levels not by hotel stays alone but via dodgy ‘meetings’ credits, credit card nights, rollover nights ( one wonders if some of them had more than 10 actual hotel nights a year. Yet, in their wisdom , almost certainly on the advice of moronic millenial ‘consultants’, they decided to deny former SPGers the same benefits ( ie, those with real hotel stays). Profoundly dumb. A case study in how to piss off your customers.
Maybe they’ll sort it out eventually, but these early months could not have been worse.
Agree with many others. I LOVED SPG program. This is the worst things could have happened to Elite members. Recently denied even breakfast as a platinum member. I called the 1-800 hotel was going to get back in 72 hours it has been month. I hate this new program. Each stay has to be called on to put in the system.
I do think you are bitter for not being invited. Every program has flaws in the early stages of transitions, especially with big mergers. The question is did they go to fast: yes. I am sure Marriott would iron this out.
I also believe there has to be people always have to complain about things, so well done. Is this going to make a difference, perhaps to your own conscience. Keep looking ahead and you won’t be depressed.
Don’t forget it’s a reward program and not a benefits program. Upgrades are only rewarded upon checking upon availability.
Just decide to stay with Marriott and accept things take a bit longer or go to another subpar program and start all over. Just walk away, if you cannot stand it. Goodbye and bon voyage.
I couldn’t go even if they did invite me.
All programs have SOME growing pains following a merger. That being said, this one has gone horribly wrong. I didn’t come up with the phrase, their remaining loyalists did. I haven’t stayed with them for a revenue night since before the Freddy awards last year because I just didn’t trust those who were running the program.
I’m not going to decide to stay with the brand and accept it and I don’t think others should either, but this wasn’t a post about my personal relationship with the brand, but the fact that their remaining loyalists hate the brand so much that they have been branded the new name as a deragatory verb. This didn’t happen with other mergers in our community.
Well, first of all it started with them tripling your points. This should have been a red flag to all ous SPG members, that the price was going to triple. After a trip to Phoenix and after an email complaining plus a survey complaining about the problems, I was told that they would contact me after offering me a free breakfast. Now I have an account with points on it plus my husband has an account with all of our points on it. They can’t figure out how to merge them, they have no idea how to add my name to the account and if I make reservations they have to be made under my husbands name even if he isn’t there !!! THEY NEED TO LISTEN TO US AND FIX THIS………SOON!!!!
For me the final straw was there ineptitude in calculating annual spend. Last year there were so my errors in getting nights credited that it so many hotel stays they had the manually enter the points for me. This meant that my annual overall spend was grossly under calculated and I missed ambassador status. I tried to correct this but no one woukd listen to me. After sending about 8 emails and calling people repeatedly who cannot understand how to fix the issue you just have to give up at some point. I had over 150 and probably spent $30,000 but Marriott insisted I had only spent 8000. I tried to show the one receipt for $7,000 at one hotel that the points never came in and they didn’t want to hear it. It is just bizarre since I always book through their website and they miscalculated it so grossly. I sent one final email anouncing that I’m giving up on them and never got a response. This is after a decade or so of platinum or titanium status.
For me the only way to explain this is a massive system failure.
Hilton is not part of Bonvoy.
@Kyle Stewart, I believe you are incorrect when you state “They need to do what no major brand has ever done. They need to admit that they messed it up.” Have you forgotten New Coke? That said, as much of a disaster as New Coke was, it is likely still easier to pull product off shelves and replace with the original than erase the memory of a failed customer experience. This will be an uphill battle in an industry that is already undergoing a paradigm shift. I’m a loyal SPG & Autograph fan, but AirBnB receives an increasing amount of my business as of late.
Another reader brought up New Coke as well, I was 1 year old at the time so it wasn’t at the forefront of my mind, but I concede the point.
I agree! Bonvoy is horrible. They changed and increased the point system. Booking a room during prime season ( ie: Japan) results in “no points available for this hotel.
Also, I noted, when trying to book 5 days in a row, the 3rd night was not covered using points. I went through 6 hotels before I found one. With SPG our experience was great! Never had any issues. So disheartening!!
All of your frustrations with this company, are a reflection of the state of corporate America. All of your frustrations are political. Keep voting in democrats and republicans that stand for crony capitalism and corporatism. Keep happily tooting the horn of the useless GDP created by big corporations who are gobbling each other up and then using tax breaks not to invest in their people or customers but to buy back stocks to feed to their wealthy shareholders. You are all being taken advantage of by a system based on corporate greed and selfishness and you keep voting the same people in that actively try to destroy freedom and competition. #ShameOnYouAsAVoter
So to summarize depending on your incoming experience and status:
– Legacy SPG elite – merger has been terrible, CS and recognition has gone to hell, massive degradation of the experience, more mediocre hotels I’m not dying to stay at
– Legacy Marriott – not so bad, some rough times after 8/18, and hey I have all these great new benefits and interesting / luxury properties to stay at!
Sorenson became Marriott CEO in 2012. The merger was his
It’s amazing to me, a LTP Marriott member, how the management think that a few good reviews bought with a trip to HK will engender loyalty and fix teh issues many of us have experienced over the past 9 months. They certainly aren’t making it easy or pleasurable to remain loyal. Hilton is looking better by the day
Yes Sorenson is a disaster. He is a narcissist, which also means he is a liar and a bully. His merger is already a failure but he will never admit this. The Starwood cyber hack was but the first public indication that all is not well. It seems highly like that the merger was corrupted. The Bonvoy disaster is what customers will see; the real disaster is very deeply embedded within the corporate structure
I love how everyone says “SPG was better.” Come on. What about the hundreds of dumpy Sheraton properties? Starwood could never fix them. Marriott de-flagged thousands of Sheraton rooms within the first year of buying Starwood.
But I digress.
PLEASE ADD A BLOG EMAIL SUBSCRIPTION.
You’re correct, a lot of Sheratons in the mix amongst St. Regis and Le Meridien, but SPG was certainly top heavy for premium properties over Sheratons. Marriott has far more Courtyards than Ritz-Carltons and the mix was not nearly as premium.
Also, I’m working on the email subscription feature this week.
What’s going to be funny is waiting until mid-April or early May to see which blogs, newspapers and magazines run pieces about Hong Kong. Guess we’ll know who took bribes to write pieces.
To be honest, I would be surprised if any real journalists take this trip because generally legit newspapers prohibit these sort of things. Bloggers and magazines are different.
I’d argue that bloggers have higher standards than magazines when accepting gifts. They have to state it implicitly while magazines are in essence predominantly advertisements with content mixed in. They don’t have to claim when a hotel has provided a room for them, don’t have to disclose when they are compensated and when they are not by the very thing they are reviewing. I’d expect puff pieces from magazines, but not from bloggers as much because they have to state that they were paid. Further, another “blog” recently published a negative post about Marriott, it caught the attention of their team and the website was asked to take it down. Marriott was a big advertiser for the site so they complied and the writer left. That’s a blogger with greater integrity than the entity which kowtowed to an advertiser (it’s a business so fair enough). But I would draw a huge distinction between bloggers and travel magazines, and it’s the bloggers that are held to a higher standard despite one some might think.
I’m confused by what you said:
“I’d argue that bloggers have higher standards than magazines when accepting gifts. They have to state it implicitly while magazines are in essence predominantly advertisements with content mixed in.”
Who says bloggers have to “state it implicitly”? There is no universal code of conduct or ethical standards for bloggers, as you have with journalists who work for say The New York Times or The Associated Press. There is absolutely no legal requirement or voluntary requirement, beyond one’s ethics, to disclose whether you were comped a trip for editorial coverage on a blog.
Unfortunately Nick, there is. The FTC (Federal Trade Commission) states the requirements here: https://www.ftc.gov/tips-advice/business-center/guidance/ftcs-endorsement-guides-what-people-are-asking#ftcactapply
Completely unenforceable. It’s called the first amendment and the right to a free press. Bloggers have the same free speech rights as journalists. And paying off journalists is as old as the republic. People forget that an impartial and objective press is relatively new. For most of our country’s history, the press and journalists were partisan and rather biased.
OK. The Spotify ad pops up and plays after EVERY SONG so I think they bribed Spotify to play the ad all the time
So sad. Giving up my SPG AMEX card as well. The only saving grace was access to all the additonal properties but as far a a rewards program goes, its sub-par.
Sorry guys, but it’s not about you. Giant companies don’t acquire other giant companies to offer a better product for customers. They do it to cut costs, gain a stranglehold on the market, and then to jack up prices. All without having to be innovative or competitive.
True Joel, but sometimes those customers take their business elsewhere and none of it works out. Remember the Pareto Rule, 80% of your business comes from 20% of your customers. In the case of Continental (pre-merger) there was a published document that showed that 50% of their business came from OnePass members, which was less than 20% of their customer base. We few may be small, but we are mighty. Don’t forget the power to vote with your wallet.
I am a Titanium Lifetime member from SPG originally and am disappointed in the transition. I have not experienced all the bad issues but have several of my own. My biggest issue is with the loss of value in their loyalty program. I no longer feel special and my points are not worth as much. I have found customer service hard to work with.
I work for Marriott Rewards now Marriott Bonvoy and the only significant change was to merge everything, you can earn points in one account for both hotels who maybe help you to get a higher status faster, and also you can spend your points all together, the app is having issues as well as the website but that is just technical issues, is not for the program itself, about no posting the stays is also a system issue, that fix with a simple call or an email with the receipts, I can post a stay in less than 5 minutes.
S – You shouldn’t need a decoder ring to decipher what benefits look like at a given chain. Maybe it has always been that way, along with the blackout date issue that was apparently always that way too (Lucky just posted on this last week) – for SPG members, Hyatt, Hilton, and IHG you know what you’re getting across the brands, all the time. It’s not just the tech issues that are causing people headaches, it’s lack of upgrades when eligible, 4pm checkout… maybe… sometimes… a $10 breakfast credit in Courtyards – how much does that buy? Other programs don’t make it this complex and with Hilton’s footprint and across the board simplified structure, there’s no reason to stay in Marriott besides the Ritz and SPG properties which weren’t core Marriott in the first place and both had their own program until Bonvoy.
Being a Marriott Platinum for about 15 years, I honestly have no idea what these prima donna SPG members are on about. I’ve had high status with SPG as well due to being a weekly traveler for many years. Choosing between the two, I’d pick Marriott every time. Certainly SPG has some lovely properties, but overall the experiences and customer service I’ve received from Marriott has been generally better than what I’ve received from SPG.
When I go to Marriott properties as a statused guest, I know that I’ll always have access to the lounge, complimentary breakfast, welcome gift or p0ints, higher points bonuses, upgrades to a better room, in most instances a one bedroom suite, I can’t say that I’ve experienced that consistency with SPG. And talking about customer service, ever stay at a W? Yes, the properties are chic, but staff attitude is usually quite snobby.
Bonvoy certainly is off to an inauspicious start, but from a long time Marriott guy’s perspective the problems stem from the integration of SPG and accommodating their members.
90% of my stays at Marriott properties used to include an upgrade to their nicest suites. Now, under Bonvoy, we just get a bump to the next room type above the reservation, sometimes, and are forced into this ridiculous 5 suite nights thing if we want a siite upgrade.
Now, there’s no more welcome gift, just points. Previously, you could call a Marriott property and easily arrange special touches with the front desk, the Platinum line, or even the room booking manager to enhance your stay. Now, the whole process is muddled and no one at either sets of properties seems to go the extra mile.
I agree that Bonvoy is not so great so far, but I definitely take exception with scrapping it to reinstate SPG, which is in some ways a downgrade. Bottomline, Marriott bought SPG, not the other way around. Blend the best features of each program and move on.
Why would Marriott disrupt a group of members 3X the size, just to coddle a group of acquired members?
You mentioned that you have been a long time Marriott elite and have stayed as a non-elite at an SPG property. I think that your exposure to what a good loyalty program looks like and what others experience differs. I held IHG Spire, SPG/Marriott Platinum (now Titanium I guess), Hyatt Globalist and Hilton Diamond last year and this year. Treatment and benefits is by far the best at Hyatt now that SPG has been buried, IHG Rewards Club should be burned to the ground. But that breadth in chains has given me a perspective that I am not sure you are taking into account.
For example, when you go to Marriotts as a status-ed guest you claim you “always have access to lounges”, except you don’t. Not at Ritz, not at some resorts either. That requires an asterisk.*
You won’t have complimentary breakfast either. You’ll have it in some properties, but not necessarily, in Courtyards you get a $10 credit that buys nothing of substance for example. That gets another asterisk.*
You claim you get higher point bonuses – sure you do as an elite over regular guests but even the worst programs offer this. However, if you think Marriott promotions are better than at other chains, that is objectively incorrect. That gets a very big asterisk.***
You are getting upgrades often, SPG PLatinums were getting them nearly every stay, not just to a one bedroom suite but to the very best suite. The logic was, “Why leave the Presidential suite unoccupied 300 nights per year when instead we can spoil one of our best customers.” Hyatt’s upgrade percentage at properties with suiteshas been north of 90% for me. Marriott may be doing well by you, but they pale in comparison to other chains, even the ones they now own. Asterisk inserted.*
In order for your statement to be true there would be no less than four asterisks and some hefty footnotes. That’s what is frustrating guests from both within the SPG portion of the fold and some that are realizing how awkward and limiting the Marriott program is.
To answer your question, why would Marriott disrupt a group of members 3x the size? Because it was a better program. Have you noticed that SPG fans are passionate and now mourning the loss of their program? That’s what happens when you create a culture of brand ambassadors. You don’t see that same passion from Marriott folks and that’s because they don’t engender the same cult-like love for the brand. Apple and Tesla have similar devout followers. It’s not to say that SPG guests are wholesale different customers, they’re not. They just found something that was great, they loved it, and now that it’s dead they’re miserable because of it.
Imagine if McDonalds bought Five Guys Burgers and Fries. People that loved McDonalds would walk into a Five Guys and be very happy but it wouldn’t work the other way around. Sure, Five Guys customers might be slightly excited to have more locations opening up especially those with better Coca-Cola. But what made Five Guys great was the opposite of McDonalds – though they both sell burgers. If McDonalds wanted to revolutionize their business model (which continues to struggle) they would make some of their locations more like Five Guys, rebrand it, embrace the premium and win new customers. They’d have to start from scratch and forget what they know about microwaving beef patties.
Instead of taking that leap, they apply a McDonalds way of thinking to a Five Guys customer and it doesn’t work. A Five Guys customer will never be happy with a McDonalds Big Mac in the way they will with a freshly grilled, customer made burger. That’s the problem with SPG customers. They aren’t overly entitled, they paid more for a certain type of product and now the price is the same, but the service is not. They should be miffed.
Since you are top tier w/ so many other brands, just finish up your Bonvoy points and go to the others 🙂
A one way love affair is not good…you got dumped 🙂
I stated that I’ve stayed in a Bonvoyed property just once in the last 12 months on an award. That doesn’t preclude me from discussing the state of affairs.
Thanks for this information. We will be checking out Hyatt, as Bonvoy compared to SPG has been terrible for us.
believe me, this was a mess up from marriott.
Of course ex-SPG will be unhappy, their benefits were way out of their shape and simply not affordable. if you think that Starwood was bought just because, you did not pay any attention.
Anyway, Marriott systems were a complete disaster. Their loyalty management program is a DOS program for crying out loud! we are in 2019, imagine the employees (especially the ones who stayed from SPG) how clueless they were when a black screen program with a lot of codes was presented to them.
plus the procedures are being worked on, instead of being implemented in advance, along with some terrible choices that have been made with the reservation systems and customer care cases.
Believe me, I definitely understand the guests frustrations. Do not think that the employees were happy either. they were put on the spot, without any assistance, with programs that did not work and with that black screen abomination that just leaves me speechless…
Would you please do a little investigation to determine who is behind the Bonvoyed.com website. They ask for too much information in order to register — why do I need to provide a phone number and my address? There is no indication of who is behind the website under About or Contact Us, nor even the legal section accessed from the link at the bottom of the page. Thank you.
I don’t have to do any of that heavy lifting because Skift hunted them down for me.
I do want to note that other Bonvoyed members have expressed caution about speaking out against the brand from fear of retaliation from Marriott. What a sad state of affairs for Marriott when customers are genuinely concerned of punitive reactions for speaking your mind.
Well, surprise surprise. It looks as if a blogger from The Points Guy
just happened to be in Hong Kong around the same time as the highly
publicized Marriott junket.
The blogger-in-question didn’t stay at the hotel he lavishly praised.
And I quote: “While my impressions are based on a two-hour pre-opening
tour, I’m now even more eager to book a stay at this latest addition
to the St. Regis brand.”
This Bonvoy program is a mess and no way to resolve issues I’m cancelling existing bookings and staying away until they resolve. I suggest anybody considering the brands they manage do the same until the smoke has cleared….and the noise has died down.
We stayed at the Ritz Carlton Central Park. I redeemed one of my three Club Level awards, only to be denied Club Level access when we checked in. They made me pay a higher room rate to use the award. I relented, as it was a quick trip for my family. Guess we were Bonvoyed. Alternatively, stayed at the Kimpton Hotel Monaco in Pittsburgh this week, an IHG property, and with my lowly reward status, they upgraded us to one of the largest suites I have ever stayed in. The Asst GM had the same name as mine (which is not exactly John Smith), and the room came with a complimentary bottle of wine and a humorous note from my “cousin” to welcome us. I may be rethinking my loyalty to the Ritz.
I must say I am very disappointed and extraordinarily upset with Marriott’s “Bonvoy” program. Having stayed at Marriott properties for over 30 years, I had to retire and take a break when my wife had a stroke in 2016. In all the mess involved with providing her 24/7 care (we were both RN’s for 40+ years) until she recently passed, I DID call Marriott/Bonvoy to ask that my account be put in a “Hold” status until we were able to travel once again. Unfortunately, she was never able again. I called today to re-activate my account, and they said my points will expire June 8, 2019! I explained my previous discourse with a Marriott Rewards supervisor who agreed to place my account on hold, and they basically said”Tough…”, we will not give an extension for your account! That’s well more than 100,000++ points that I will not be able to use! That’s getting “Bonvoyed” no matter how you look at it! Marriott just died in my book! Bonvoy you Marriott!
BONVOYED!!! Loyal Marriott rewards Platinum member and in the elite program for many years. Finally received an upgrade to a suite reward as per my request from the Ambassador Opera Hotel in Paris. On arrival they told me they had no record of my receiving said award. I called Bonvoy on the spot and they called the hotel to confirm my receipt of an award. The hotel applied they had no record of this reward and no suites available, so take what you originally ordered. But, that will not be ready for one half hour although I checked in two hours after the stated check in time. This is what a clerk told me after the manager of the front end heard my original plea. After hearing from Bonvoy the front end manager pouted and would not talk to me again and suggested through a clerk I talked to their PR person at the hotel . Of course, that was a meaningless detour. My follow up complaint to Bonvoy was an apology and have a nice day. Sounds familiar?
I earned my points via my SPG Amex and loved it.
With 100k points (dollar=point), I could’ve stayed for four nights or move. Now with Bonvoy, none.
At least I learned a new verb “Bonvoyed”! LOL.
Here’s just a snapshot of what has become of my previous SPG membership, now that I’ve been Bonvoyed!
– Provided membership number at time of booking via phone, as well as direct to hotel via follow-up email (acknowledged)
– Credit card mistakenly charged by hotel at check-in, then had to be reversed. This affected my card limit
– Check in staff forgot to provide drink vouchers and had to interrupt a business meeting in the restaurant downstairs to deliver it to me
– Room was not ready on check in
– App would not allow me to check in as the booking was not made directly. It actually was.
– App shows I need to use my points by 30th May 2017 or they’ll expire. It is currently 15th July 2019
– Room provided by Four Points Sheraton in Perth was incredibly noisy from road construction right out my window, plumbing and rattling pipes in the walls and noisy guests through paper thin walls
– Requested different room, however a screaming infant was then placed in room next door
– Upon letting the hotel know, I was asked if I wanted to move rooms again. I should not be expected to be inconvenienced again due to the hotel’s poor allocation of rooms
– Allocated room(s) located on lower level than my business colleagues who are not Bonvoy members
– At checkout, was informed by the hotel they didn’t have my Bonboy number on file. Staff were unable to add it to my file as they got an error saying the number was already in use.
To me, aside from all the ineptness of the marriott hotels – compared to the Starwood properties, what irks me big time are the 1-800 folks that answer the phone – even for elite memebrs! No training, don’t know what they are talking about, and utterly lack of respect when speaking to you. Am not sure if this is how old marriott members are treated but the SPG people who answered the phones are much much nicer and much more professional. Today, you seem to be talking to someone when you are trying to get your fridge or washer/dryer repaired by a fly by night journey man! Terrible!
I think…all the SPG loyalists should continue to stay at spg properties and Marriott loyalists should stay at their marriott properties, the problem is solved! Otherwise why bicker…just use up all your points and join another hotel program.
I hate Bonvoy. Their customer service is horrible and I am now waiting 8 days for a transfer of points to southwest, soothing that Starwoods accomplished instantly. Chase also transfers immediately. Like others have said, they are unethical and incompetent. I will stop using this card and stop staying in these hotels. What a let down!