Last year I made the decision to take advantage of a Marriott Platinum challenge to gain said Platinum (now Titanium) status through 2020. It was easily doable through work travel that I had lined up, only requiring nine stays (SEE: Fast track status: how to sign up for a Marriott Platinum challenge). I completed eight of these over a few trips and the final night was at the Marriott near SFO (SEE: San Francisco Airport Marriott Waterfront Executive Studio Suite Review). That stay was even one where we scored an awesome upgrade. Based on that experience and being a fan of the old SPG program, I was hopeful that the new Marriott program would be one I could stick with.
Fast-forward a year, and I am on a track for earning status with Hyatt. The burst of enthusiasm for Marriott was short-lived. With the program merger, subsequent IT chaos, and new Bonvoy name, it is apparent to me that Marriott has really made a mess of both their loyalty program’s value and their customer base in general. It seems like there are almost no good experiences coming out of interaction with Marriott. But maybe the customers sampled are representative of the whole picture.
With the release of a post at Loyalty Lobby regarding over 100 million customer cases opened over the past months, it seems the issues with the merger run deeper than just the “noise around the edges” that Marriott’s head of loyalty makes them out to be. It seems they really don’t care about doing right by their customers.
Avoiding a phone call out of fear
Just before the merger last year I used my old Category 8 free night certificate to book a week at a Category 8 property in Switzerland. There really wasn’t anything on the calendar for the summer, and I figured that was as good of a choice as any, as it is a country I’ve been interested in visiting for a long time. I also did it because the property (and many other Swiss properties) would soon be converted to Category 6 in the new program, while my certificate could would be converted to only a Category 5.
Well…summer is coming up fast, and I don’t know whether to cancel the reservation and see if the certificate can still be converted. It’s a bit past the point where Marriott was offering this, although since it is a new certificate, they really should give me back 30,000 points and covert it to a new Category 5. I would also appreciate a 6-month extension if I do cancel the booking.
But…I’ve been dreading the phone call, based on all the reports of how bad Marriott representatives have been lately, not to mention the abysmal hold times. At best case, I would be able to cancel the booking accomplish the certificate conversion, and have it available for a trip later in the year. As a marginal case, I have to stick with the booking. At worst case, everything gets messed up, my booking gets canceled, and the certificate magically disappears forever. And I spend 5+ hours on the phone trying to solve the problem.
I might call in and see what it still possible. But I do not have high hopes.
Loyalty programs should develop loyalty, not frustration
Marriott is doing very little to engender customer loyalty. From playing games with award space at top-tier properties, to charging customers a ridiculous fee for a late arrival due to a delayed flight, there isn’t much to love about their program aside from certain properties (SEE: Renaissance Beijing Wangfujing Review) and their global footprint. If they were at least taking care of their members while they sort out the IT issues that have plagued them for months, things would be forgiveable. I could cut them slack, as Gary says we should. But given their treatment of loyalty, I have to disagree.
The frustration with the new Marriott Bonvoy program is so intense that one blogger started a site completely dedicated to collecting stories of terrible experiences with Marriott: bonvoyed.com. I first encountered the verb form of the new Marriott program in the Award Travel 101 Facebook group, at it wasn’t in a good context. Bonvoyed essentially means being given the typical awful treatment coming out of Marriott these days. Not able to apply a suite night award? You’ve been bonvoyed. No credit given for a recent stay? You’ve been bonvoyed. Didn’t get a suite upgrade as a top-tier Titanium or Ambassador member when lots of suites are showing available? Bonvoyed again.
The frustration with Marriott is causing people to walk away from the program. With the major blow to earning rates with the new cards and the new award tiers, I am not all that interested in investing in the program. I might do so opportunistically, a la Hilton and IHG, but my actual loyalty this year is going to Hyatt. Even with Titanium elite status for the entire year, I’m not planning more than 2 stays with them: the aforementioned 7-night certificate and using my remaining free night certificate.
What is the road ahead for Marriott Bonvoy?
Marriott is facing a program crisis. They have seasoned representatives walking out during their shifts, a huge backlog of issues to deal with, and chronic IT problems with their website and phone app. The tools are not their for the representatives they do have to really help many issues experienced by program members.
Marriott doesn’t seem to care. And that needs to change. Until they take care of their members, they will not be able to make forward progress as a loyalty program. If the Bonvoyed movement gains steam and deals are made with other chains for status matches and the like, it could begin to deal a blow to their business from their most valuable guests.
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Dan Miller travels with his wife and 6 (SIX!) children. He loves to help families travel for free / cheap, especially larger families. If you are looking for help, drop him an email at 
I never liked Marriott. I always thought they take the cheapest way for Marriott in every situation. My feelings have been born into what guests are experiencing now. I have my old SPG Amex, which I keep for the free night. That is what Marriott gets out of me.
I had very little experience with Marriott prior to the merger, but it was generally mildly positive. Post-merger, things haven’t been great. Our most recent stay was nice, even if we didn’t get the sort of upgrade I’d hoped for. But it worked, as they provided an extra bed.
The pile of issues and stories coming out is what has me looking elsewhere. Terrible treatment of guests by a hospitality company.
What is the point of this article? I was expecting to read about someone who spent 75+ nights in marriotts last year and has had some many bad experiences they are leaving. It sounds like you obtained titanium through a status match and your big gripe is about being afraid to call in?
I’m no Marriott apologist, I have had a fair share of problems since the switch, but articles like this just add “noise around the edges”
I spent about 20 nights with Marriott last year, all said and done. Definitely not a *true* Titanium.
Just take a 10-minute look at bonvoyed.com. You’ll have your stories.
I agree. Based on the article’s title, I expected to read something new or useful. Instead, this article provides no critical value. The author has no real experience with Marriott and thus has no basis for an opinion. Articles like this are just adding noise.
I will avoid articles on this site going forward.
SPG Ambassador status since it was started at SPG.
Post Aug 2018 program merger:
1)Ambassador contact info now missing from website and App
2)Ambassador’s hands are tied – can’t do what she used to do – has to “wait” for reply from Marriott central.
3) Ambassador program is supposed to a help for members – not a hindrance.
Today, Marriott CEO said: “Starwood has made us a more formidable competitor, providing a more valuable loyalty program, [and] brands with strong appeal to loyalty members and owners,”
As these loyal members and guests realize the growing problems with the new BONVOY program – they will flee and Marriott will learn its lesson.
Former Marriott employee. 10 year Marriott loyalist or semi-loyalist. Never had a card or any status with any chain other than Marriott.
Not spending a single paid night with the chain this year, and burning 3 TPs and all points. Lots of irritations ever since the CC changes in spring ’18 and the Aug 1 merger. I’d give you specifics, but you can just read Flyertalk or bonvoyed to get the gist. Or Ian’s posts. I’m with him on this one.
As a Starwood refugee, I initially had very high hopes for the merger and what it meant for my ensuing loyalty. Marriott offering crossover benefits so soon showed that they really cared. The problem was, every single time afterwards, they took an approach that was against the interest of the customer. Late last year when I saw just how bad this was likely to be, I decided to move to Hyatt. Except for this weird impending Hyatt move where top AA elites get top Hyatt status while top Hyatt elites get nothing, I’ve been pretty happy with my decision.
I’m hoping I’ll be equally satisfied with Hyatt!
I am only Platinum Elite and felt like a second class citizen at the Marriott Houston Airport. They had two accounts under my name – one Lifetime Gold Elite and one Platinum Elite. They chose to check me in under Gold. No water, no upgrade, no lounge. The new Bonvoy Gold is worthless. I called the member line and they are ‘working on it’. In the meantime, they called the hotel to give me access to the lounge. Nope, hotel still would not budge. I spoke to the front desk – two times to get access for one night. I travel alone and did not want to venture out away from the airport. If this is not fixed, Hilton will get all my business.
Interesting note on the “two accounts”. Take your story to Bonvoyed.com
I have had great experiences at the Houston Airport Marriott. They have the best food for evening hors d vors and breakfast in the system. Too bad they didn’t work with you. I’m surprised that if you showed them your Platinum elite card that they wouldn’t;t have honored it. I have been with the Marriott program over 30 years. I’m titanium and about to be lifetime platinum. They are way better than Hilton or Hyatt wrt benefits. Good luck resolving this, I’d recommend writing the Bonvoy help people, they have always made good on any occasional issue including giving me points to make up for their errors.
I did go directly to BonVoy CS twice. They said they were in the process of combining accounts and would do the upgrade. Well they did not and have not moved on anything. Still bye bye
I am Lifetime Titanium Elite with Marriott and they have treated me pretty well. They even booked a Level 8 hotel for me after the cutoff date. I have no complaints and my last few stays at low level hotels were good. I have several coming up, including Dublin, Barcelona, and Rome this summer so we will see how that goes. My annual night is not showing up yet though. I have held the Marriott card for 33 years.
I didn’t travel that often in the past (before retirement), but I did have good experiences with both Marriott and Sheraton properties. For instance a few years ago, I booked 3 nights at Marriott’s Kona Resort on the Big Island via Pleasant Holidays in an “oceanview” room, so it began as a discounted rate. Upon arrival, the desk offered me an upgrade to oceanfront at a very nominal cost over the DISCOUNT rate. I’ve enjoyed a 5-night and 7-night stay in deluxe oceanfront at Sheraton Poipu (Kauai) although I paid for these.
I was treated extremely well both times. This is a fantastic location. I’ve also had good experience in Houston, Dallas and Des Moines, WA (near SeaTac airport) with using rewards. BUT, this was before Bonvoy, so I’ll see what happens when I next try to use my points.
I snagged a rewards room at a Courtyard by Marriott one block from the CWRU campus (Cleveland, OH) for an October 2019 graduating class reunion. Great location, saves me from having to rent a car. Excellent deal for points needed, compared to even the best discounted $ rate available.
🙂 But I refuse to say how many years’ reunion — makes me feel old 🙂
People are starting to get upgraded now. You know why? BonVoy properties are EMPTY!
I own a Marriott Hotel Suite. Rental income has dropped from a steady thousand a month or so to a LOSS of almost the same size.
Marriott has lost their bottom line and potentially will not recover from this self-inflicted DISASTER!
BONVOYED
I’m a Lifetime TE and have NOT been Bonvoyed yet….. All my calls have been answered quickly, I’ve been upgraded at all hotels and provided all the benefits TE are entitled too; including water, early check-in/late check-out, Lounge Access, etc., etc.
I continue to find it surprising that so may people have had such disasterous times with Marriott and the SPG merger and I have not had one. So, until I get Bonvoyed, I will continue to a Marriott loyalist and defend them.
BONVoY