If you stay with Marriott even occasionally, you probably already know that Marriott Bonvoy is a broken mess. And that’s embarrassing given that their merger integration happened nearly a year ago now.
Since we’re ten months into the Marriott-Starwood program integration, it’s a great time to take a look back and how things have been going. Needless to say, things haven’t been going well. And I have no confidence that things are going to get any better.
The Past Eleven Months
Since August 2018, I’ve made eleven stays with Marriott hotels to varying degrees of success. The first, an anniversary stay at The Laylow Waikiki was, well, not good. Service was very lackluster, and the hotel denied the guaranteed late checkout benefit.
A couple of months later, I found myself at the dated Salt Lake Marriott City Creek. Service there was among the best I ever had, plus they fulfilled every single request I made, including a room upgrade. But then, my stay at the Courtyard Merced less than a month later was, well, not enjoyable. At all.
After the disappointing Courtyard Merced, I had an excellent stay at the luxurious Las Alcobas Napa Valley. That was followed by yet another pleasant stay at the JW Marriott San Francisco Union Square. And then, I had another wonderful stay with a Suite Upgrade at the Waikiki Beach Marriott.
We started 2019 with a stay at the Courtyard Waikiki, which was a great service experience, though the hotel itself is not so great. Then, I had overall good stays at the Residence Inn Seattle Downtown/South Lake Union, the Residence Inn Portland Downtown/Pearl District, and the Seattle Airport Marriott. I also went back to Portland a couple of weeks ago and stayed at the Hi-Lo Hotel. It was a fine stay with a super early check-in granted on my preferred floor, though the valet-only parking was a nightmare. But more on those stays later.
Even when things do go right during the stay, though, points don’t always post correctly to my account. So, it’s worth double checking each and every time you make a stay.
Today
So here we are, ten months in, and guess what? Things still aren’t looking much better. I have an upcoming stay at the Westin Hapuna Beach on the Big Island and things look like they’ll go well *knock on wood.* I’m really anxious to see if my Choice Benefit suite request clears too.
After the Westin, I have one more stay planned for the year at the Waikiki Beach Marriott. And like last year, I’m trying to apply a Suite Upgrade certificate to the stay. Unfortunately, Marriott’s broken system won’t let me apply the upgrade certificates, even though I have enough.
What I’ve Learned
Over the past year-ish, the biggest I lesson I learned is that Marriott Bonvoy’s guaranteed benefits aren’t guaranteed at all. And when properties refuse to deliver, Marriott corporate doesn’t care and doesn’t provide any recourse. Plus, when the annual category changes went into effect earlier this year, Marriott promised existing reservations would remain the same. Of course, as we know, that wasn’t the case. Marriott did try to rectify the situation somewhat, but their response was lackluster yet again. And, of course, Marriott’s IT continues to be a disaster. Some times it works, some times it doesn’t.
So, here we are. Marriott Bonvoy is a dumpster fire of a loyalty program. I’ve tried to stick it out, but I’m reaching my limit. Especially since, after four months, Marriott still hasn’t responded to me regarding the incorrect number of years as Platinum Elite and higher showing in my account. But, with great profitability, Marriott doesn’t care that its members are unhappy. So why should I care either? As a result, I’m beginning to make changes to how I choose my stays.
Changing Things Up
I haven’t canceled any upcoming stays yet, but as far as my Waikiki Beach Marriott stay is concerned, there’s no guarantee I’ll keep the reservation. In fact, I’ve booked a stay at the neighboring Alohilani Resort because the rate is lower. Plus, I’m guaranteed a room with a view and their kama’aina rate waives the resort and parking fees. With Marriott, I must pay for both, and the parking isn’t cheap!
As I’ve said before, I’m also moving Waikiki staycations to the Hyatt Centric Waikiki instead of The Laylow. I’m so tired of The Laylow’s attitude and Marriott Bonvoy’s refusal to uphold guaranteed benefits. I’d also go with the Hilton Hawaiian Village if the price is right too.
As far as loyalty goes, though, I’m not sure what I’ll do just yet. I do want to achieve Lifetime Platinum Elite Marriott Bonvoy status. Beyond that, though, I’m continuing to debate between Hilton Honors and the World of Hyatt. Hyatt’s program is an objectively better program, but they still play crappy games like Marriott. For example, it’s still nearly impossible to find award availability at the Andaz Maui. But Hilton’s program is very *meh* too. Of course, there’s always the option of becoming a free agent, though, that’s not ideal either. After all, I can travel only because I can redeem points.
Marriott Bonvoy is a Broken Mess, Final Thoughts
Sorry guys. This is a longwinded post about stuff many of you guys know already. But, I feel like I’m reaching a breaking point with this awful program that used to be decent. Heck, remember when Marriott Rewards was better than Hilton Honors? You can’t even say that anymore, though Marriott continues to have better properties at least.
I’m sure you all already know about Bonvoyed.com too, right? Well, if you don’t, check it out. It’s a good source of information for both experiences and on how to jump ship.
So what are your thoughts? Are you fed up with Marriott enough to call it quits?
After 4000 room nights since 1984, growing up in the DC area, the brand Marriott is broken. The brand was built on consistency quality and value all have been trampled by equity capital and “Arnie’s” drive to be the top dog. Its all about room count all the while disregarding the principals that Willard and Bill operated on.
Having said that if one looks across the board the same can be said for most of the major brands more or less.
Couldn’t agree more. Things took a decidedly negative turn for the worst when Bill stepped down and entrusted the family business to an attorney. And while this is true of most brands, Marriott is still the most egregious, in my opinion.
I’ve also reached my breaking point with Marriott. Granted, I’ve only ever made it to Gold status, but regardless of where I go, regardless of which brand I stay with, the only benefits I receive consistently are the extra points, which are automated anyway. No upgrades, no late check outs, no early check ins.
Given that, I’ve decided to shift my loyalty to Accor wherever possible. The service at properties has universally been better, warmer, and more personalized. What’s more, the properties are better, too.
And yes, while I realize Accor is stingier with points, I get some peace of mind knowing that they have static value.
The footprint is small in North America, but it is growing. If there isn’t an Accor property available, I’ll simply stay at whatever the best property for the value is in town, whether that’s a chain or independent hotel.
Interesting choice! I’ve never looked at them because of their minimal footprint. Plus, most North American properties tend to be Fairmonts, which I can’t afford, so… But, it does sound like an overall better experience. Thanks for sharing!
I’ve actually given up trying to get my elite benefits honored. I book anyplace I want now, and if I need anything extra like breakfast or a late check out, I go thru FHR, Virtuoso, etc.
Yeah, that seems to be the unfortunate consensus. But, maybe that’s Marriott’s goal at this point. They want to thin the herd, though I think they’re going too far and it’ll bite them in the ass down the road.
I had to ask 6 times for my platinum gift recently while on property and be told that there was no way they would give me the compensation for not getting it.
That’s ridiculous! And, of course, guaranteed benefits are never guaranteed. Don’t get um? Marriott gives you the cold shoulder. Horrifically bad customer service, but they don’t care. Management seems to condone these practices.