Contact Marriott Bonvoy Support

by AggieM04

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

by Bimini Bill

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

by Goldhillmesagal

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