Leave a Review Marriott Bonvoy
Way behind compared to Hilton Honors App
This app is not as user friendly as it could be, and it has poor functionality. There are way too many arrows and clicks to have to go through in order to get basic reservation information. I’m a Platinum Elite member who is about to hit Titanium Elite. There is such a difference between the Marriott App and the Hilton App when it comes to ease of use and feature functions available. For one, the Hilton App allows me to pick out my specific hotel room on a hotel map when I check in. Why can’t Marriott add this as a feature??? It’s an amazing feature!
In addition, I hate that you cannot add filters for pricing and ratings to filter down results. This is so basic, and yet Marriott doesn’t offer it. When I am traveling on business and I want to filter out hotel brands that are way out of my company budget range for a particular trip, there is no ability to do so. I am forced to scroll through results of hotels that are $400+ per night and out of my company budget range for particular trips.Show lessDM8397
Baffling
I have a reservation at a Marriott Westin resort tomorrow. I received an email that the only way I could check in online was to download this app. I did so. I entered my info and reservation number and it kept saying it didn’t recognize it. It referred me to a phone number that I called. After wading through an interminable thread of questions and messages, all unrelated to my problem, I was put on hold with frequent promises that someone would be there “momentarily.” After 15 minutes without said momentary assistance, I hung up and called the resort directly only to find a longer string of questions and messages, some the same as the previous call after which I was dumped into the same no-mans land as earlier. By the way, the background musak was not tuned in so the static made the frustration that much more pronounced. Total time wasted: 35 minutes without an answer to my question or confirmation of my reservation. Do you have human beings that work there? And, look up the definition of momentarily...Show lessstitchwiz
Modifying reservation/updating profile
Can not modify reservations on my app except maybe couple of recent ones. For someone like me who stays at Marriott every week has multiple reservations and like to be able to make modifications as needed on app. Not only that, when I called Marriott phone line to make the modification, instead of getting Elite line with my platinum ambassador, I have to jump through the hoops to get to a person to help. I have also updated my profile with my personal cell phone number multiple times but every time I have called, it doesn’t recognize my number. I am really disappointed in the service. Please fix these issues or atleast do better customer service for your platinum elite customers.Show lessplatinum Elite Customer
I miss the old SPG app...
My advice to the developers would be threefold. First is to make the overall design more intuitive. It is trying so hard to be sleek that it is hard to navigate to anything. Second, it does not sync up with my actual travel well at all. I travel for work and move from property to property. I checked out of one hotel this morning and into another this afternoon, and hours later it is still displaying me as being at the first hotel, so I can’t access any services for the property where I actually am. Finally, I miss the old SPG app/site ability to book multiple rooms but put each room under a different name/Bonvoy number. When booking travel for myself and my colleagues, my only option on the app is to book everyone under my name/account and then at check in we have to split the reservation up. SPG used to let me make a single reservation but have each room assigned to a unique guest name/SPG - would be lovely to have that feature back instead of jumping through hoops at check-in.Show lessKLS2222
Poor Design and Functionality, MARRIOTT PLEASE LISTEN
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)Show lessBimini bill
Needs Improvement / Name Matters
App is a great step forward. I use it extensively; however, it often seems app communication and the check in procedure don’t match. Recently checked in with very friendly professional service but there was no connection (it seemed) between the reservation and front desk. They asked about my preferences which had been selected already. This is really not a problem especially when they are so friendly it just seems they need to marry up better.
BONVOY in my opinion is not a classy, professional name presentation for such an outstanding organization. Value and elegance in varying levels, have always been your mantra from the Fairfield Inn to the Ritz-Carlton. I am older and perhaps this name and marketing plan is designed to target the younger more stylish generation. Apologies as I only wanted to share and perhaps this is not the right venue.Show lessLaughy_taffy;)
Could be much better
I’ve been a platinum premier elite for 6 years and am sad to say Marriott has lost some of my business last year to a competitor, and it’s primarily because the competitors app is that much better. The best thing about the competitor’s app is the digital key. I am a road warrior and can arrive to a hotel very late in the evening, and prefer to skip the front desk and get right to my room. I enjoy the fact that if I see a busy front desk at anytime, I can whiz by and settle right in after a long trip. The Marriott app loads their hotel images at such a sloooooow pace it’s excruciating. I find myself opening up the trip advisor app, which is a much quicker way to view the hotel room images. Flipping between the two apps is a lot quicker than waiting for the Marriott photos to load individually. If they fix these things in 2019, I’ll would stop splitting my business between the two hotel chains, but for now, I’ll enjoy being a Plat Premier Elite at Marriott and Diamond at the other.Show lessSwtdee
App is inconsistent and promotional programs are significantly behind
After reading about 20 reviews I would have to agree with the following issues; 1. I too don’t see how much money I have spent in 2018 to hit ambassador level. I have 154 nights so far but have NO CLUE how much money I am away from Ambassador. This feature was on my app but it quickly went away. 2. The chat feature is conceptually great but practically awful. I have confirmed with multiple hotels (especially the Marriott Irvine Spectrum) that all my requests have been fulfilled. Unfortunately none of them were in my room at check in. 3. Inconsistency of the mobile key function. I select the mobile key function during the mobile check in process but rarely get the mobile key once I check in at the hotel. Even at hotels that offer the mobile key (Marriott Irvine Spectrum), I don’t have the mobile key on my app. 4. Marriott has consistently reduced their promotions throughout the years. What were once industry leading promotions are now significant behind other properties.Show lesspDall
Developer Response
Sorry you’re having an issue with the app, and thanks for letting us know your detailed feedback. If you’re still having trouble, get in touch with us at Marriott.Mobile.Customer.Care@Marriott.com. 1) The app should show you how much money you have spent 2) Chat service requests does work and please let the hotel know if you did not get what you requested and they will make it right. 3) for mobile key make sure you work with the hotel on any issues but it definitely works 4) We just added promotions in the app under My Account....check it out for the latest ones...currently MegaBonus is live.Where great features go to die
With the SPG/Marriott merger unifying the apps, a number of the great features of the SPG app are gone. Traveling a country where you don’t speak the language and they don’t use the Latin alphabet? SPG App had your back with “Show Address in Local Language” right from the reservation. That functionality is gone now, as is almost hope of finding the address through the Marriott website (hint: maps apps help, so long as they aren’t blocked in the country you’re visiting). Want to take advantage of Your24? Not a problem, there’s an app for that! Or at least, there way, until the app unification - masked by policy changes that now require your Ambassador to request it. Want to make sure your SNA is being processed? Worry no more, because now you can’t see what reservations have pending SNAs. The App is a big step down from the functionality that used to be available, and as others have pointed out, most “functionality” there is requires contacting the hotel or Marriott directly. The one upside is you can view your reservations, so it’s got that going for it, I guess.Show lessRyan Sleevi
Marriott App
The Marriott app is a great tool that works fine. The reason I rated it a two is because for some reason my app doesn’t have all the features that others have. I’m specifically speaking about the “spend” amount needed to reach ambassador status. I had it on my app for about a week and then it disappeared. I updated my app and I have it loaded on a second phone so I doubt its an update issue. I looked at my coworker’s app and it is visible for him. Everyone wants to blame the merge but no one wants to fix it.
How can your rating be 4.7 when the VAST majority of ratings over the past several months are one or two stars? I’ll wait..................Because your average is skewed in such a way to show Marriott in a better light. Not a true rating of you product. If you are an executive at Marriott tracking metrics then you need to make this a top priority. Stop accepting excuses from your team and correct all your problems.Show lessTarheel1992
