App will not respond
This app continues to not be fully tested. Finding a missing stay has two experiences depending on which page you request from; ironically both will not let you enter a stay date correctly. On native page, date dial selection resets to today’s date as soon as you stop “dialing,” and the responsive site won’t let you manually enter dates, and won’t take my selection in the calendar feature. So, that’s frustrating. So now I have to call.
Last time I used this, the directions for using my free stay certs did not work, and I could not find a way to use the free stay certs unless I manually called.
Highly suggest you solicit feedback on the pages in case something is not working right. There is not enough testing being done on this app, and user feedback would help you to make this a 5 star app in no time, and significantly decrease calls to help desk.
Last time I used this, the directions for using my free stay certs did not work, and I could not find a way to use the free stay certs unless I manually called.
Highly suggest you solicit feedback on the pages in case something is not working right. There is not enough testing being done on this app, and user feedback would help you to make this a 5 star app in no time, and significantly decrease calls to help desk.
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Dirty unkept and unclean
I was supposed to stay in the Fairfield Inn Ashland, Kentucky tonight... I checked in about 4:00, the outside was dirty and not well kept but thought weather may have stopped the picking up of the garbage in the parking lot and against the building. I went in the lobby was not bright with the feeling of clean about it but went on and checked in. I travel for a living and have for the last 20 years staying in hotels 3 to 4 nights weekly about 40 weeks a year. I walked into my room their was a big clump of dirt in the doorway I looked at the bed which looked someone had just been rolling around on it, the mirror had a dirt smear on it, I went into the bathroom the counter had stains from something all over it. I took pictures of all this in case that they try to charge for me going downstairs and canceling the reservation, I had to drive 45 mins away to find another hotel. I gave this place one star but that is because I couldn’t give it a zero.
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New version of app looks cheap
The new version of the app released looks like it is a discount version of the last app. The last version was wonderful, simplistic, and refreshing. This one is harder to navigate, less welcoming, and less enticing. Still better than Hilton app but has the experience of booking into the Best Western. Risky move for a brand that was drawing a consumer base solely because of its app experience
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App Defaults to Pre-Pay NO REFUND
When booking a reservation there is no visual indication that there are different type of rates between standard and Pre-Pay which charges you up front for a lower rate. When booking, the default is pre-pay and it is not noticeable, it just looks like the normal way to book and I ended up prepaying when there was a possibility of cancellation. No warning, no color coding or alternate font to make it clear it is a pre-pay rate and no warning pop-up to inform you that your card will be charged. If it did I could have made the appropriate decision.
It says it is non-refundable if cancelled after 24 hours, and I didn’t notice the mistake until the charge hit my card 2 days later. I had to get a case number and now waiting to see if I can cancel and get a refund or if Marriott will just take my money as if to say “Sorry sucker!”. It is so frustrating to be guided through what looks like the usual method of reserving a room like any other hotel only to find out it is not. This app needs to be redesigned from being bait and switch to being honest and informative.
It says it is non-refundable if cancelled after 24 hours, and I didn’t notice the mistake until the charge hit my card 2 days later. I had to get a case number and now waiting to see if I can cancel and get a refund or if Marriott will just take my money as if to say “Sorry sucker!”. It is so frustrating to be guided through what looks like the usual method of reserving a room like any other hotel only to find out it is not. This app needs to be redesigned from being bait and switch to being honest and informative.
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So easy to use
Use Bonvoy daily to check miles earned and review latest prices at my favourite hotels.
So quick and easy I can book accommodation within 60 seconds as all my details are stored.
Get yourself an bonvoy Amex card and start saving the points as you have an abundance of choice now with Marriott and SPG now combined.
So quick and easy I can book accommodation within 60 seconds as all my details are stored.
Get yourself an bonvoy Amex card and start saving the points as you have an abundance of choice now with Marriott and SPG now combined.
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Poor Management:Discrimination
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
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Hilton app is better
The app is fidgety and glitchy. Often takes a day to find a new reservation made online. Doesn’t allow you to chose your room during mobile checkin like the Hilton app and most hotel’s don’t even offer the mobile key function.
Overall just a slow app with not much function. Marriott should take a lesson from Hilton on this one.
Overall just a slow app with not much function. Marriott should take a lesson from Hilton on this one.
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RTW
I used to love this app and when it’s working it’s a great experience. But in the last days, maybe corresponding to an app update?? none of my upcoming or canceled trips are visible at all! Problems get worse cause when I log in online I can’t see them either. After 2 lengthy calls to Marriott they politely reassure me that my upcoming trip reservations are all still ok, but had no interest to hear about the technical probs of the interface. Other problems persist online too with hotels shown as available then disappear once u want to make a booking. Or crazy stuff like the member rate being higher than regular rate for some hotels and some stays. Yes it did happen and verified it multiple times. I did all the regular stuff like log out and log in again, clear the cache, delete and reinstall the app on multiple occasions with no fix. As a titanium member and regular traveler this is frustrating to say the least. It’s enough for me to go back to Hilton! Please Marriott fix it soon and I will stick with you.
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Does not work as advertised
I recently used the Marriott Bonvoy app on two business travel stays. The app functionality was one of the reasons I chose the hotel. I particularly liked the idea of mobile check in, mobile room key and receipts being available for download from the app. None of these features work as advertised.
Mobile check in advises you that you will receive a notification when your room key is ready. This never came. I was advised at the front desk that in fact visitors must sign in with reception, even if they have used mobile check in. This defeats the object entirely from the visitor’s point of view.
The mobile room key worked for the room only and not for the elevators or fitness centre, so it was still necessary to collect plastic keycards from reception and carry them at all times. I have some kind of weird forcefield around me that wipes keycards so this was a massive disappointment for me.
Receipts are not available in my account and, because I made the mistake of using mobile check out after my first stay in the expectation of receiving the receipt in the app, I have no receipt to support my expense claim. The reservations email address has not responded to my requests for a copy receipt.
When this works it will be a big attraction for me to stay with Marriott hotels, but right now I don’t think it’s actually ready for release.
Mobile check in advises you that you will receive a notification when your room key is ready. This never came. I was advised at the front desk that in fact visitors must sign in with reception, even if they have used mobile check in. This defeats the object entirely from the visitor’s point of view.
The mobile room key worked for the room only and not for the elevators or fitness centre, so it was still necessary to collect plastic keycards from reception and carry them at all times. I have some kind of weird forcefield around me that wipes keycards so this was a massive disappointment for me.
Receipts are not available in my account and, because I made the mistake of using mobile check out after my first stay in the expectation of receiving the receipt in the app, I have no receipt to support my expense claim. The reservations email address has not responded to my requests for a copy receipt.
When this works it will be a big attraction for me to stay with Marriott hotels, but right now I don’t think it’s actually ready for release.
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Overall, Great App - Still Miss SPG!
Overall, this is a great app and even after the transition from SPG I think the app outshines. If I were rating the rewards program, I’d give SPG an A and the new program a B- But that’s not why I’m here - so I’m rating the app not Marriott, SPG or even the Bonvoy program.
Overall, the app is very easy to use and like many Marriott properties it really depends on the property you are staying on how well it integrates with he app. In my experience, about 1/3 of my stays truly honor a mobile check-in where I get a mobile key without visiting the front desk, perhaps security perhaps individual hotel preference. I will say that all properties do use the chat feature which is great when I need to communicate a non-urgent issue or perhaps let the staff know about an issue in a room for the next gift.
Mobile check-out is truly the best, it works almost all the time. Booking on the site is easy and straightforward. One of the best features that I like (might not be from the app) but how I get WiFi quickly since it remembers my device at every property. Overall, I think the app is well done, the rewards program is okay - still my brand of choice. Thanks Marriott!
Overall, the app is very easy to use and like many Marriott properties it really depends on the property you are staying on how well it integrates with he app. In my experience, about 1/3 of my stays truly honor a mobile check-in where I get a mobile key without visiting the front desk, perhaps security perhaps individual hotel preference. I will say that all properties do use the chat feature which is great when I need to communicate a non-urgent issue or perhaps let the staff know about an issue in a room for the next gift.
Mobile check-out is truly the best, it works almost all the time. Booking on the site is easy and straightforward. One of the best features that I like (might not be from the app) but how I get WiFi quickly since it remembers my device at every property. Overall, I think the app is well done, the rewards program is okay - still my brand of choice. Thanks Marriott!
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