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App name
Marriott Bonvoy
Description
Unlock extraordinary experiences with the Marriott Bonvoy™ app. The Marriott Bonvoy App lets you elevate every aspect of your stay at more than 7,000 hotels worldwide. So you can spend more time taking care of the most important detail—enjoying yourself. Download the app today and discover a world of opportunity. Check in from anywhere with Mobile Check-in. Let us know when you’re arriving and you’ll receive a notification when your room is ready. With Mobile Key you can get to your room faster, and never have to worry about forgetting a key card. Use it to open your room, parking garage, fitness center, lounge, and pool. Mobile Chat lets you talk directly to your hotel. Available just before, during and even after your stay, ask the front desk for local recommendations, request amenities and more while on-the go. Need something? Mobile Requests gives you a list of amenities to choose from to customize your stay, or even ask for something you forgot, like a comb or toothpaste. Plan ahead while you’re out exploring. Browse and order food and drinks from your hotel’s menu at participating properties, and it will be ready when you return. Search hotels and book all from your phone. Get our lowest rate when you book directly with Marriott. Earn and redeem points for your stays, for a rewarding vacation. Manage your account easily on the app. Check your point balance, view your stay history, folio, and more. Want to book with points? Easily redeem points on the app to pay for your next stay. Enjoy exclusive offers and content for Marriott Bonvoy members that you can take advantage of right away. Not a Marriott Bonvoy member? Download and join, all through the app. The Marriott Bonvoy App lets you enjoy more at Marriott’s 30 brands including AC Hotels by Marriott®, Aloft® Hotels, Autograph Collection® Hotels, Bulgari®,Courtyard®, Delta Hotels®, Design HotelsTM, EDITION®, Element®, Fairfield Inn & Suites®, Four Points® by Sheraton, Gaylord Hotels®, JW Marriott®, Le Méridien®, Moxy® Hotels, Marriott Executive Apartments®, marriott hotels®, Marriott Vacation Club®, Protea Hotels®, Renaissance® Hotels, Residence Inn®, Sheraton®, SpringHill Suites®, St. Regis®, The Luxury Collection®, The Ritz-Carlton®, TownePlace Suites®, Tribute Portfolio®, W® Hotels and Westin® Hotels & Resorts.
Almost perfect
by Drewnnnnnnnn on 2021/05/08 00:58
So this app is an almost perfect way to manage travel, bookings, deals, points, etc. Assume that anything I don’t mention here is perfect. The first thing that is slightly annoying is that if you extend your stay at the hotel, that stay is not reflected in the app. I have extended my stay multiple times over many weeks, but the app does not reflect that, meaning it disables ways to contact the front desk and use my app as a key. Yet, because my stay is extended, the points for my stay don’t reflect in the app either. It’s very frustrating. The front desk can’t figure out why this happens, but apparently this happens whenever someone extends the stay. The second annoying thing is every now and then, the chat with the front desk feature disappears from my app. This is one of my favorite features and one of the main reasons I love using the Marriott app, but when it disappears it’s very frustrating. What should be a quick text to the front desk to request a wake up call, or gym time, becomes me trying to phone them and they don’t always pick up due to how busy it gets. I’m not sure why this happens, I’ve tried reinstalling the app but to no avail. As a titanium member, it’s even more frustrating because when the app does work, it delivers a very high level of service that I grow used to. So when it breaks it’s infuriating. For these reasons, this app is only a four-star for me right now. Hopefully the developers read this review and are working on fixes for these issues.
Glitchy
by nope nopity nope on 2021/05/07 22:17
Don’t make me go back to the map and start over. Tried to select a check in time and it kept spinning the time. Just keep it simple!
App is not letting me select a city
by Liz Chloe on 2021/05/07 21:51
App is asking for my current location and not letting me select a city out of state.
Business trips
by Kinjal NYC on 2021/05/07 21:19
Honestly I downloaded the app after taking on a new role for my company. The apps makes booking my business trips super easy and convenient. In addition to booking my stay, I usually use their link to get great deals on car rentals. The best part you earn points, while getting a better deal!
❤️ it
by queen-colls on 2021/05/07 20:03
Amazing the best
Earned free nights.
by Olleykool on 2021/05/07 19:53
It’s not easy to book earned free nights on the app.
What did you do?!
by jshbhd on 2021/05/07 15:43
Why can I only pick between my current location or selecting one property (from a map no less) at a time to book a reservation?! Do you even use the app? Why can’t I search by city and state?
Uninstalled. Guess why?
by Jrc59 on 2021/05/07 04:19
I don’t like consistently paying 10% higher (or more) than Marriott’s OWN WEBSITE! Found the difference by accident - I’ll use my browser from now on, thank you.
Electric Vehicles
by SEBtg19 on 2021/05/05 13:05
This needs a filter for EV charging. If I’m spending a night, I’d like to be able to charge my car. Otherwise I’m wasting time.
Marriott not what itUsed to be
by Delivery Errors on 2021/05/05 01:15
When we first started with the Marriot chain of hotels they did a great job and always clean. We just arrived at the SpringHill Suites At Navarre in Pensacola Florida, listed as a Marriott level 6. Upon arrival the bed sheets in both rooms were dirty. When we asked to have them changed they said they can’t but gave us sheets so we can change it ourselves. This is at least the second time This has happened at a Marriott chain. Another time a stranger was given the key and showed up uninvited to our room. He was told by the front desk they were assigned to our room. The front desk clarified they made a mistake and reassigned his room. I will be dropping my Marriott rewards.
Very Bad service
by Ken Fonicello on 2021/05/04 10:03
Rewards program has no clue what customer service is. Their staff are incompetent and they make no attempt to resolve their mistake.
Apple Watch Flawed
by RonaldW. on 2021/05/02 23:03
Cannot get my Apple Watch series 3 to u lock the room door. My iPhone 12 Pro works fine. Wish there was a faster way with the phone. Having to unlock phone and open app to get to key is a pin. Watch would be nice to use instead of phone. Don’t get the watch app. The app is great for booking and checking my point status. You get two stars for that but you tank on getting more until the app keyless is working better.
Great
by misty83r2 on 2021/05/01 04:15
Way above average in general Any deficiencies are normal via all inclusives
Unsatisfactory
by Libralady1973 on 2021/04/30 18:50
The app would not add my trip, saying that the reservation last name did not match the last name on the account. Both are the same. This makes the app worthless as the trip is not listed. Hilton app is so much better.
Check in a joke
by NB Tex on 2021/04/30 15:14
No record of my reservations even though the hotel is sending me notifications. They want me to check in thru the app but no record of my reservations
Williamsburg
by BIRD12345678910 on 2021/04/30 07:16
The room was not clean nor was it stocked with basic necessities - Toilet paper (there was 1/4 of a roll and that is all) and no coffee for their coffee machine - NO COFFEE. No toilet paper, no coffee and the room was not recently dusted during a covid pandemic. None of the staff was masked and they did not enforce masking among guests either - 50 unmasked people congregating in the lobby during a global pandemic and the room was not even clean - what the heck!
Bravo, Bonvoy!
by Beo0506 on 2021/04/28 02:31
Nothing beats this app. As a frequent business traveler for many years, I would only stay at Marriott properties because of two reasons: 1.). I can always get a comfortable night’s sleep in any Marriott bed and 2.) This app enhanced the overall independent but connected nature of my travel habits. Bonvoy puts the power of the Marriott experience in the palm of your hand.
Awful app
by reviewer473847384& on 2021/04/26 13:13
Super laggy, freezes and crashes constantly
Terrible
by Forsteva on 2021/04/26 00:03
Honestly a useless terrible app. Doesn’t work. Doesnt let you do anything. 10/10 would not recommend. Don’t waste your time.
Won’t let me add trip
by Elliott1080 on 2021/04/23 21:09
The app won’t allow me to pre-register, because it won’t let me add a trip.
Doesn’t work
by loddyb on 2021/04/23 04:25
Won’t add missing trip to my list of current trips for mobile checkin.
Booking Room
by 8by8 on 2021/04/23 01:37
It is much more difficult to book a room on the app then on a computer. In addition my booking type keeps changing. The room type I have now is different from what I originally book. Would recommend booking online over using this app.
Terrible what has become of The Ritz chain
by The Duuuuude on 2021/04/22 01:22
Marriott has turned the Ritz Carlton into just a money grab with no finesse. Sites for restaurants and spas don’t work, can’t make reservations online. Can’t see menus. I hate Marriott. If I see a bible in my room I will throw it out.
Studio room
by Mimipeep on 2021/04/19 13:46
The bed was fine. The couch bed was not. No mattress. We put the 4 couch cushions on it but didn’t cover entire bed. We will never get this type room again. The breakfast was great. Everyone was friendly and helpful. Our only complaint is the couch bed. We liked everything else.
This app stinks
by Adub_meststick on 2021/04/17 20:11
It doesn’t work well at all. Very difficult to search and find what you need. It redirects you to the web page which in turn directs you back to the app. Ridiculous.
It’s the worst hotel app after upgrade
by Kisas.Q on 2021/04/10 23:00
The upgrade looks fancier but extremely useless. It so hard to find customer support phone number. You can find the button in the reservation to apply your suite night award. Very badly organized contents.
PITA for prepaid! You can only have one person
by Grey witch on 2021/04/09 16:36
On the Bonvoy reservation app: you have to call the hotel direct to add name to reservation if you are checking in earlier than the person on the reservation. This includes Bonvoy. I called Bonvoy and a supervisor called the hotel to add my name to the reservation. What’s the point of using the app if you have to call and speak to the hotel directly!
Can’t link reservation
by Erwin clan on 2021/04/09 14:39
Much too difficult to link reservations with app to access contactless check in. I even called the number that pops up when you can’t add it and they were no help either . I deleted and reinstalled and turned phone off and on . Nothing
The App price is always higher than other third party
by wuhaner on 2021/04/07 16:14
If I can’t find a good deal, why should I use this App? Never have problems with SPG before.
Missing features
by me11190 on 2021/04/07 03:34
I’m confused. What’s the point in having your website push me to the app if the app doesn’t work with Apple Pay nor my password manager? So... using the app is actually more work for the user than the mobile website. What is this, 2010?
Excellent
by karen mcf on 2021/04/05 04:54
This is the best hotel App ever! So easy to use and booking my rooms was without frustration.
Big Feature Missng
by stevelama on 2021/04/04 02:01
I’m a lifetime titanium member of Marriott so have a lot of history with the brand. The #1 use case that I have for the app is “What Marriott properties are in XXX?” For example, what properties do they have in the Caribbean, in Florida, in Chicago? The only way to do this is by picking a random date for a reservation, and if the property is booked it won’t show up. I just want a list by location, and there’s no way to do it. Big gap.
Bring back the option to skip room cleaning and earn points!
by Yaz2200 on 2021/04/03 12:57
The app is great overall but what happened to the option of being able to earn points when choosing to go green? Please bring back the option to skip room cleaning and earn points.
Still never as good as Hilton
by ytfjkoyeswwxf on 2021/04/03 04:04
Can’t change credit card in the app for the reservation so I can’t just go to my room contactless as I always have to go to the front desk to change my booking credit card to my final billing card ( function of company policy). Hilton handles this well and frankly Hilton has always been 2 or 3 steps ahead of Marriott.
Useless
by sakatam on 2021/03/31 18:41
I couldn't add my reservation even with the confirmation number. I don't want to waste my time calling for the support.
Interface is just bad
by ACSB15 on 2021/03/28 12:21
The user interface of this app is just not good. It’s not intuitive in the least. And I apparently can’t add things like late check in time to reservations, I still have to do that on the website.
Freezes after opening!
by Terp2011 on 2021/03/27 10:43
After latest update app freezes after opening. So you must close and then reopen again to get it to work. Please fix. Thank you. Update: Thank you for fixing right away. Fast response from developers. Back to five star!
Very well designed app! Developers actually respond to reviews and address concerns!
by PaulR2R on 2021/03/27 07:14
5 stars to the developers! My only complaint was that the app froze every other time after launching..... It is now fixed! Access to booking with certificates through the app would be a great added feature!
Free night awards
by CT$ on 2021/03/25 00:33
Why can’t you book these via app??
FIX YOUR MOBILE KEY
by marcopolo581 on 2021/03/24 23:44
For goodness sake, FIX YOUR MOBILE KEY everyone. It’s incredibly needed!
Won’t open
by Kuub55M on 2021/03/23 11:36
Keeps going downhill. Can’t find directions. Mostly ads without useful content. A stay from yesterday disappears until they decide to post it to past stays. Whoever designed this app does not use it.
Web still wins
by HopefulUX on 2021/03/22 02:45
I enjoyed the updated. But when trying to review a reservation to remember if I did it with points I was not able to access the Summary of Charges directly because it transferred me to the browser, rendering the app inferior to the online version.
Updated and still cannot get into the app
by stltjr on 2021/03/21 13:42
Updated yesterday and still cannot get on it. It’s frozen. I can’t even sign out of it.
Many bugs in new version
by shimai1234 on 2021/03/21 04:19
The Marriott app has worked really well until the recent major update. I often get error messages when trying to book rooms or view room detail of existing booking (“Error retrieving room details for this screen”). The new version also made it a lot harder to view hotel search results on a map.
Great app! A couple of bugs since the merger
by BennnMcK on 2021/03/21 02:15
Overall, Marriott has done a phenomenal job! The only notes to know about, our the incompatibility/use with the Apple Watch five with regards to the model key - flat out does not work... I travel about 200 nights a year. Doesn’t work. Also over The mobile key works maybe four out of five times at any given Marriott. Most of the front desk people are very humble and honest about it - “ The mobile key either works or it doesn’t work, the digital locking systems have a mind of their own when it comes to using the mobile key”. Can’t wait when Marriott fixes this bug. Will take convenience of mobile check in to a new level!! Otherwise the app is perfect!!!
Time to Rethink UX/Usability
by summer782@ on 2021/03/20 19:05
Poor execution of property integration like the chat feature and checkin leave serious UX gaps. No property level alerts and notifications create lack of trust with app and ultimately the brand. When a resort propriety has no pool due to maintenance issues, tell the user up front, don’t hide it at the bottom of an infinite scroll. Take a page from Hilton app and use an alert bar in a differentiated color and/or text to notify the user on the header or banner.
Customer Service
by dlz258 on 2021/03/17 03:38
I called up 4 times to discuss my recent stay. I got disconnected or hung up on the first 3 times. The 4th and final time was the straw that broke the camels back. Agent didn’t listen to me and didn’t try to make things right.
Booking through the App
by Sierra Hoyet on 2021/03/15 16:51
Booking through the app is way easier and convenient than booking through a third party or online. I highly recommend using the app, it’s super convenient and I haven’t encountered any glitches. I just booked the hotel for my honeymoon and the process was simple and easy.
Cant modify reservations
by MemphisQueen on 2021/03/13 13:32
Since the update in 2021, key functionality has been removed. Unable to modify existing reservations. Can cancel only, but not modify. You must use the web browser to modify. Unable to “go back” out of a suite night award request if I don’t want to use my awards on what the hotel is providing as options. You have to shut down the app and re-open to start over. Unable to add free text to a reservation in app. You must use the web browser to add. Functionality for people on the move needs to be reconsidered. Folks don’t always have access to a desktop whilst travelling to modify plans. Needs to be more dynamic.
Mr WP Anderson
by best rental agency on 2021/03/12 20:50
Marriott is our 2nd home!!!!!!
Stop logging me out!!!
by splitsecond on 2021/03/11 23:05
App logs me out randomly and I have to go back and consntantly have to reset my password. Crappy tech, does t always show all available rooms. Love Marriott but this app is trash.
Review
by Miss Traveler on 2021/03/11 13:12
We need to be able to see the rates with flexible dates in order to get the best prices available.
Dirty unkept and unclean
by stewcat1563 on 2021/03/10 00:30
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.
App Stopped Working
by bri, va lowercase lib on 2021/03/08 17:54
My current activity is not showing. Deleted and reinstalled- hopefully it’s fixed!
Best App Ever
by 🙂funny faces on 2021/03/07 22:20
Bon voyage is the best app you can get, if you love to travel this makes it so convenient and easy and you get the best rates.
Happy Camper
by Ch3ryl Mon3y on 2021/03/07 22:09
I enjoyed my stay. It was clean and comfortable. There are plenty of restaurants and stores around for last minute purchases.
Pre registration
by pre registration on 2021/03/07 21:48
Was supposed to be able to pre register on the site but NO FORMAT ON THE SITE ENABLED ME TO DO SO!! NOT what I expect from Marriott. Also did not accept over 30-40 nicknames as “All were taken.” What a horrible site!!
Huge bug with mobile key
by PD Violet on 2021/03/07 15:55
Felt generally positive about this app, and was very excited about the mobile key option especially during covid. Worked seamlessly when I arrived, but this morning the key option had totally disappeared from my app, replaced by a checkout prompt. Even when I navigated into the reservation, it was nowhere to be found. End result: I was locked out of my room at 7 am when trying to get coffee. Confusingly, my mobile key is available again now that I’ve checked out. Please make the mobile key persistent and easily findable within the Home Screen and the reservation nav!
Lots of missing stays
by DaFonz1975 on 2021/03/06 20:04
So I’m a Hilton Diamond member I like how the points and stays instantly appear. I was staying at a town place because the price was super cheap and I could stay 14 days. So 10 days later no points or credit. 3 other stays nothing. out of the 20 total days the app shows 3 credited days. I have decided to go back to Hilton. It takes Marriott too long to post points and I waste my time having to put missing stay visits or calling customer service to find out it can take 10 days or longer to post my stays and points. It’s too much hassle. I stayed the February 11-26 then February 26 to March 1 never received any credit for it.
Easy
by Juruss on 2021/03/06 17:28
Love that they save my search results from a previous visit!
Swimming pools
by Want to get content on 2021/03/05 23:43
Hurt my back a few years back and need to swim when I am staying with you. The information on swimming pools is not ideal. Please include into your filters, the size and dimensions of the pool; whether it’s a regular shaped pool or not; and, indoors or not; as it affects which of your properties I choose to stay in. Thank you
Terrible customer service
by I don't need to tell you on 2021/03/05 21:12
Bill from customer service wouldn’t give me his last name and hung up the phone when I asked for it. What kind of customer service is that? Terrible. So I am taking the time to write this review in hopes this doesn’t happen to anybody else. They don’t resolve issues but they will take your money. Be very cautious if you call this number. 800 721-7033. They are very unprofessional and extremely rude, especially if you’ve booked through a third party.
STAY AWAY
by Jamesm117 on 2021/03/05 18:53
I used this app to make a reservation and received a confirmation number. About 10 days later , I got an email saying reservation was cancelled. I contacted Marriott reservations by phone, and no one could give me an explanation. Since the hotel was then fully booked, I had to go elsewhere. So , is this app for real or fun and games?
Don’t change a good thing
by SuperNatural Records on 2021/03/05 02:58
The app was a 5 star app just about excellent in every way.....that is until they changed up the whole thing. It was such a better app before the overhaul. Why’d you change if? “If it ain’t broke, don’t fix it.”
Horrible
by Smusuave on 2021/03/02 19:41
The new app was clearly not done with clean user experience in mind. Old app had a much better user interface and flow.
Postponed stays not displaying properly
by ZacPeng on 2021/03/02 18:55
I’ve an upcoming stay postponed to a later date, there’re 2 issues occurred: (1) on the Trips tab, reservations were sorted by the original date, instead of the new date; (2) when the original date was passed, the stay didn’t show up on the app, even after I refreshed and looked up again. And by the way, the lifetime status tracker is still incorrect.
No services
by jojojagor on 2021/03/02 13:35
It’s one thing to have limited services siento COVID but seriously no one at front desk for hours; no one to even answer the phone?? They are there to take your $ and check you in but not anything else. The room also has no heat.
App horrible
by cobreed7 on 2021/02/28 14:23
The new app is having a lot of problems half the time it won’t even load. And you guys need to give the option the book rooms after midnight. Saves a lot of argument at the hotel level
Good luck
by ymca bv on 2021/02/28 13:17
Depending on your phone may not work
Please bring back search and browse by map
by edlsy on 2021/02/27 15:40
Gave a bad review for the version 10 but the developers updated the app according the customer’s reviews. Very considering. Now the app is great.
Flexible dates
by 5 star rater yon Ming on 2021/02/27 13:57
Can you please bring the option to not have to enter in specific travel dates and can select my dates are flexible on the app. It was much better when you could see all Bonvoy properties listed in a city even if they weren’t available for particular dates; it allowed you to search dates certain hotels were available.
Can’t specify guests are kids
by rjfallon421 on 2021/02/25 20:07
The app is great except for one issue - when booking a stay, it asks for how many guests, including children. For many hotels, I’ve found that 4 “guests” (me, my wife and two kids) triggers an extra guest surcharge. However, if I book on my computer, I am able to specify that it’s two children, and I don’t get charged. Would love to have this added to the app as otherwise it’s super easy to book and manage my stays!
Hate the new version
by moschatz29 on 2021/02/24 02:59
New version is terrible and the mobile key doesn’t even show the room number and doesn’t worn right. Don’t know why they made updates app was perfect before and now can’t even get the mobile key correctly or look at current trip.
Mobile Keys Do Not Work
by phil00200 on 2021/02/23 06:40
Also why do you have to wait 30 mins to check in mobile? If I’m at the hotel, waiting 30 mins is pointless
Terrible updates
by nalman62 on 2021/02/23 00:01
The most recent updates caused the icon to disappear, now I have to go into the Apple store every time I want to open the app
Version 10 is a big step backwards
by MikeA_SLO,CA on 2021/02/22 03:15
Version 9 was FAR superior to version 10. Version 10 is cluttered with way too many advertisements and redundant info on multiple pages. Please revert back to version 9 ASAP.
Very Special Employee
by JV+VARSITY GO BOOM LETS GET IT on 2021/02/20 22:55
As we sat in the lobby and lounge area a wonderful employee named Kerry ( not sure of the exact spelling) was cleaning with excellence on her mind. She didn’t disturb us but we realized her need to complete her task at hand. So we asked her was we in her way and she said No No but we said we will move to another area to get out of her way. When she was done I felt so comfortable and pleased that this hotel takes the sanitation of this facility very serious. They are doing there very best keep all there customers safe from these trying and very difficult times Great Job Marriott. I will make this my favorite place at home and when we travel.
Mobile Key needs work.
by AnnoyedCVSCustomer on 2021/02/19 17:55
App is generally good, but mobile key system is slow. Also, hiding the mobile key access on checkout day is quite annoying. Having to dig through the app to find it once the icon changes to checkout option is an unnecessary change. Needs to be accessible from main screen the whole time.
Go back to the one before!
by I'm not the momma on 2021/02/19 13:32
This is horrible. The amount of actions you have to click on to do anything is ridiculous. The map to the hotel was so convenient, now it’s buried in the app itself. No clue how to do a mobile checkout. This is the worst update on any app I have ever used. The previous update was perfect!
Why?!!
by Arrogator on 2021/02/18 19:21
Let’s take the best app in travel and mess with it and totally make it horrible. Why? Why do companies do this. Do they not even LOOK at the app ratings in the App Store? Do they not even read the things we like in the reviews?? I can’t even find if a hotel has parking and if I can somehow locate it now, it NEVER tells me how much anymore. Ridiculous. These are important considerations when booking a hotel. If I wasn’t lifetime platinum and currently titanium, I’d be looking at Hilton right now.
CHANGE IT BACK!
by KTFTravels83 on 2021/02/18 00:19
The last update for the app is terrible. It was much easier to use before now.
New ui is good
by Arjanirh on 2021/02/16 02:11
Very easy to use new UI. Fast search responses.
Difficult navigation to use free night certificates
by Gumbywes198200 on 2021/02/16 01:07
Difficult navigation to use free night certificates. Otherwise pretty good app.
New App Design
by TimW94 on 2021/02/15 14:22
The new app is completely terrible. Wish I could go back to the old version. The features in this one are hard to find and everything is to spread out and “bubbly.” Definitely a step in the wrong direction. The old app is definitely a better version. Marriott should release it as an option to download it as the classic version of the app or something. Whoever designed this new one should be fired.
Bring Back “Search By Location”
by spfreu88 on 2021/02/15 02:26
With the recent Bonvoy App update, it seems Marriott did away with the ability to map-search geographically without having to enter a specific search location in the “destination” bar. One thing I loved about the Bonvoy app was the ability to map-scroll using the “Search By Location” feature in the destination bar to look for Marriott hotels in new locations to explore. Please bring back this feature!
Was great app
by Southwest flyer on 2021/02/15 01:44
Why did you remove the map feature? This was the most useful tool, to be able look at a city on the map and pick a hotel. Now it’s gone.
APP with needed fixes
by Sailahjake on 2021/02/14 14:57
This APP needs attention. When look for a hotel where the options are many, the APP needs to allow you to “hide” hotels that you are not interested in. Then the button to cancel or amend your reservation needs to work. No way to add an extra day or remove short of going through a whole new reservation process!
Miss the old version
by johnhw23 on 2021/02/14 12:49
The new upgrade is a failure. The old app was much easier to use, search and more user friendly. New one looks nice at first. But when you use it, it is buggy and many functions are not responding. The display doesn’t make sense. Please roll back to the old version. Now I am just using the old version on another iPhone.
Old version is better than New version
by cloudyyoungchun on 2021/02/14 03:47
Can you guys go back???
New Update
by attYC1 on 2021/02/13 16:27
Miss the old app when I was able to view the map of all Marriotts in the world. That’s how I would decide where I would like to go. I have to type in a specific city now. Add this feature back.
Add World View Function Back, Please!
by A WorldTraveller on 2021/02/13 05:15
Add World View function back to the new app, please! This is one of the best features of the old app, which captivates me with worldwide travel ideas. Additionally, the new app is stuttering and very buggy.
Latest redesign super glitchy
by criscoNM on 2021/02/12 17:31
The data doesn’t load into the app with any efficiency. I get sooo many errors waiting for search results, images, room details, etc across the entire app if not sitting right next to the WIFi connection. Not too keen on the née look either...
Terrible update 2/7/2021
by boss.ricky on 2021/02/12 08:07
Happens all the time. Why do updates if it’s counter to the last versions efficiency? So many information are now hidden. No listed price for onsite parking, etc. Why update if its worst than previous version??? Bring back my fav booking app. Update 2/12/2021, zero stars! App makes me not want to book a room with Marriott hotels. Making reservations use to be a zip, but this app is just annoyingly slow with lots of missing information about hotel. I will book my hotel with hilton honors. The app is better.
Doesn’t
by FrogLoco on 2021/02/12 03:04
Keeps giving me not setup for online access also can’t use Priceline reservation for points
Very Bad Update
by Great1234($&$ on 2021/02/11 23:30
As a titanium elite member, I have always thought that Marriott’s app was better than its peers and was a benchmark. Since the update, it has been an absolute failure. Surprised this was released. Have been in a different hotel every day this week and every day the app has failed to load and work properly. I’m hoping that Marriott is reviewing the responses and corrects the issues
Excellent Ap
by BRHankins on 2021/02/11 21:01
Marriott did a great job designing this Ap to be user friendly.
Love it!
by WALtravellover on 2021/02/11 14:09
New app is great, but better for finding vacation info and hotels in cool destinations. Nice update and right for the time.
Bring back the map property reservation search
by Legacysti05 on 2021/02/11 05:36
As a corporate travel I use to use the map property reservation search feature all the time. As many corporate traveler do as they are planning their trip to locate the exact Marriott property they want to stay at. Please restore this feature as this is useful for corporate and personal trips making the reservation process a lot easier. I emailed regarding this never heard back from Marriott support. On the new app designed it takes longer to see the actual prices and packages on previous version it was one click. Under privacy settings it is unfortunate that you will only not sell my information if I live in California and Nevada. All other states are excluded.
Pretty good app
by brien73 on 2021/02/11 02:11
I use this app every week. I love the mobile key feature. Especially now with Covid. I haven’t had to see anyone in person to check in in over a year. My only complaint is that their are no instructions on how to use it on my Apple Watch. The mobile key function is there but I have no idea how to make it work.
Overall, Great App - Still Miss SPG!
by PennCCRN on 2019/11/29 18:02
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!
Needs Improvement / Name Matters
by Laughy_taffy;) on 2019/02/14 06:03
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.
Poor Design and Functionality, MARRIOTT PLEASE LISTEN
by Bimini bill on 2019/02/16 22:07
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)
Good But Needs Improving
by Mikey1492 on 2018/01/05 06:25
The app is good, but could definitely be better. I completely agree with the other reviews that any function in the app that was designed for interaction with the hotel staff (chat, special requests, etc) is useless. I’ve tried it several times and then called the front desk to ask if they’d received the request. None of them ever had. And more times than not, the person who answered the phone didn’t even have a clue as to what I was talking about. Marriott needs to focus on training and ensuring that their hotels are 100% on-board with the app communication features. Another HUGE improvement that could be made to the app is a floor plan map (per property) that allows guests to choose their room at check in (right now the check in function is essentially useless). Hilton has this feature and I LOVE it...to the point where I choose Hilton sometimes over Marriott because I get to choose my room and see exactly where I’ll be staying. Many Hilton properties also use keyless entry that is built right in to their app. I really like Marriott and I have bounced between all 3 statuses for over 20 years. But they need to keep up with the times and the competition.
Just updated, could be better
by la vida vira on 2018/09/27 05:46
First I’d like to say that their customer support for the app is amazing! It felt like a team was on the case for troubleshooting and my problem was resolved in about a week. I tend to go through Ebates when booking with Marriott. The Marriott mobile site accessed through the Ebates app had a filtering issue (after choosing the airport shuttle filter, it would refresh back to the search page saying no hotels could be found). So I decided to use the Marriott app to look at different properties close to the airport I’m flying out of. I realized that I couldn’t filter which properties had an airport shuttle on the app. I find this troublesome because I usually travel with a pet. So if I can’t use the app to filter results, I either have to use the mobile site, or wait to get access to a desktop. I’m fine using the mobile site, especially since I access it through Ebates, but the point of an app is convenience. If I needed an idea of what’s available for my travel needs, I prefer to use the Marriott app. But I won’t be able to do that if I can’t filter the results.
Would be great if hotels actually honored half of the features!!!
by BusterSEMM on 2017/12/30 00:06
Marriott Corp has tried to make a good app - but problem comes to the fact little to none of the hotels use the pre-order functionality to stock your room, they don’t use the chat function if you need something while at hotel, they do not honor the checking or late checkout out function (they don’t care and still need to use old school process to know if they can accept a late checkout). App does not notify you of a room ready early either - as the hotels don’t use the feature. App is good to book and change hotels if needed - to change a reservation you are better off cancelling and rebooking as app is not flexible on honoring changes. Basically the app is good to track Marriott points and the progress each year to make Reward levels (not a perk for me as I’m lifetime Platinum member). So being lifetime Platinum you would think Marriott would listen to their customers and force their Marriott properties to use the features in the app - or do away with the features all together. FYI - I’m also an Elite member with Hilton properties and guess what - their Hotel locations use the app and it actually works really well...
Poor Management:Discrimination
by goldhillmesagal on 2020/06/12 04:00
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
App is inconsistent and promotional programs are significantly behind
by pDall on 2018/10/26 19:17
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.
BonVoy: Easy to use, extremely accurate
by rmj0572 on 2019/09/02 17:19
I reserve rooms or “getaways” almost every weekend and I’ve never had an issue with the desktop site or the cell phone app. The information is always accurate. The detail really provides everything you need to know about the hotel you select, the amenities & the service. The photos are extremely attractive & represent the exact description of the hotels. I have been using the app since it was SPG for several years now & I will continue because of the great point plan in place for members. I strongly suggest you sign up because after a certain number of stays, you get such great deals as free nights, early check-in & late check-out & you build points to move up to higher tiers of membership, which gives you even more perks. Best app & most frequent app I use. Definitely the best benefits!
App Defaults to Pre-Pay NO REFUND
by TeraPat on 2020/08/31 04:36
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.
RTW
by RTW747 on 2019/12/23 19:41
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.
Way behind compared to Hilton Honors App
by DM8397 on 2019/04/18 04:12
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.
No receipts?
by QuickExit on 2018/07/27 14:37
Why can I not see or request a folio receipt? Unless you check out with the app during, I guess, the day of actual checkout can you request it emailed to you. Apparently after the fact it is kicked from your history, at least until it falls into your Points section. But then you can’t get the receipt off that page unless you call. Half the time I call, email sometimes never comes through or person forgets to send, etc, Please add a request receipt feature that should be housed under the my reservation page. Should have tabs, Upcoming, Cancelled and then add History or Recent Trips. Anything to recall or request a receipt faster and easier after the fact would be very helpful. Thanks!
Where great features go to die
by Ryan Sleevi on 2018/10/04 01:25
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.
Works great most of the time
by Schnitz44 on 2019/09/09 22:14
Overall I love this app. When trying to book some hotel stays on points I occasionally get random information and error messages. Example - I tried to book a “stay 4 nights get the 5th night free” at the st Regis in Punta Mita on points in early January 2020. It’s a busy time of year and hard to find spots available for stays on points at this time - but that said, When I attempted to check availability - I would see that the stay was available, and I would then click on the stay to try to book, at which point in time I was told that it actually was unavailable! Stuff like this drives me nuts in apps. I know this is some complicated stuff between the hotel management locally and the Marriott system etc, but cmon - it’s a Marriott/SPG power house. These glitches should be a thing of the past. Overall tho I do love this a and it works well about 90% or more of the time for me.
I miss the old SPG app...
by KLS2222 on 2019/03/28 21:46
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.
Could be much better
by Swtdee on 2019/01/13 15:43
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.
Could handle password changes better
by Not Billy Beane on 2019/08/25 15:13
Marriott forced a password change. I used the website instead of the app to manage the change (which was its own headache, but that’s another review). When returning to the app, it could not recognize my account and password combination. Neither by account number or email. Worried I had misspelled my intended password on the website, I reset it on the website. I tried the app again using my account number, and it couldn’t manage the new password, again. I tried my email, and now I’m on an account lockout for 30 minutes. Why am I being punished because the app doesn’t recognize the password I was forced to change? Marriott could have managed this forced password change so much better than this, instead of springing it on a user when trying to use the app. Use two-factor means to authenticate it is actually me on my phone, and make me change the password on a computer the next time I use the website. This isn’t hard.
Disappointed with experience.
by Apples813 on 2019/07/23 12:36
My wife and I have used Bonvoy to book vacations and business travel. We enjoyed using the service due to its ease of booking and for the perks of obtaining points towards future bookings. After our last two bookings through the app, we noticed we didn’t receive points from booking through this service. After calling customer service, in which the representative was extremely rude and talking over my wife, it was determined (via the representative) that the booking through the app was through a “third party”. I intervened after listening to the representative talk over my wife, and asked for clarification to how booking through a third party on their own app was possible. After stating this was deceitful and while talking mid sentence, the representative hung up on us. I’m sure this will be placed as a “dropped call”, however assuming the reliability of land lines, I find that doubtful. My wife and I both own businesses and if this were acceptable practice for our customer service, the individuals would be fired.
Marriott App
by Tarheel1992 on 2018/09/29 10:57
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.
Baffling
by stitchwiz on 2019/04/15 01:53
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...
Modifying reservation/updating profile
by platinum Elite Customer on 2019/03/29 22:50
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.
Decent app, but useless rewards program
by Post Pro on 2019/07/01 22:26
If you book and pay for your own hotel stays, this is a solid app. Customer service can be very helpful with your questions. But if you’re like me and travel is a mainstay of your career and a travel agent books your stays, then Marriott and it’s hotels will no longer credit your stays to your account. To be more clear, if your employer or the company you work for pays the actual bill, you will no longer be allowed to keep your stay credits so the rewards program is completely useless for you. This is the only chain that denies the end user their stay credits. Other hotel chains still credit stays with the end user regardless of who actually paid the bill. Airlines still credit the end user regardless of who paid for the ticket. If rewards are important to you and you travel frequently but aren’t ultimately responsible for the bill, then you may want to consider other choices besides Marriott. Safe travels!
App great for booking. Needs work for check in
by Spinfiber on 2019/06/27 20:34
I have used the app for while now. I use it for booking and love it. Up until today the mobile check in has been successful. Not in how it works, because it doesn’t give feed back that it actually worked and you can check in multiple times.... all while while traveling I have asked for a check in time and my room has always been ready. Even before three pm sometimes. Today however, I was told the app is just a request and that there is no guarantee that the room will be ready and that the hotel has a strict 3 pm check in. So what’s the point of a mobile check in? Why doesn’t the app tell me that? I get to sit in a lobby and wait when I could have stayed home till check in time since this is a 3 night staycation & retreat for a group of friends.
Marriott is life
by jph387 on 2019/09/15 22:03
Have been an avid Marriott supporter for 8+ years now. While we have many options, and I stay at many group’s locations due to work, I always enjoy my experience much more at Marriott properties. They also continue to improve everything they do as time goes on, ie. recently upgrading to the Bonvoy programs, location amenities, accommodating valued customers - not mention any guests, and the overall experience at most properties. While some could talk about complimentary food and bev offered at other corporation’s properties, while mentioning the Marriott properties that don’t include, it’s irrelevant. I’d pay for an exceptional meal at a Marriott property before acting like a complimentary garbage breakfast included somewhere else is an incentive. Marriott or bust
Ambassador privileges feels like name sake - but truly you can’t avail it.
by Pk-ATL on 2019/06/13 23:55
I had booked the Manchester Airport Marriott hotel more than a month ago and had requested for 24h Ambassador privilege. I had reached out to Customer support make sure that I have the confirmation for same, and she mentioned that I would get the confirmation right away - which I never received. Yesterday I reached out again - where the customer service person confirmed that the hotel has my request and asked me to reach out to Ambassador service to get a confirmation. Today I get a note from the Ambassador “Austin Jones” that the hotel has been sold out and hence they can’t confirm. I just noticed the email - and I could book the hotel for the prior date which means it was not sold out. Really disappointed with this process. I have similar experience with suite nights. I had requested for a hotel in Paris for more than a month ago - but never got any confirmation. I have a similar request in another hotel, but I am not sure whether I will get any upgrade to suite. I just hope this is more of a European hotel process and not so for American or other continent hotels.
Decent, but needs some work
by Connor Fitch on 2017/12/18 13:05
I can appreciate that Marriott tried to differentiate their users App experience from competitors, however, it creates a clunky feel with an overall worse user experience. It is impossible to view previous stays inside of the app (you have to go to the Marriott website), and navigating is done by a “wonder button” for lack of a better phrase. You can not selectively toggle between individual menus, but instead tap a button the Marriott symbol which cycles you through the different menu options (booking, account, current stay). When selecting directions to the hotel through either google maps or Imaps, it uses to coordinates which I find weird, and difficult to verify. Further, the app has a heavy reliance on the Marriott website. This results in long loading times for different screens and a poorly integrated experience. Aside from that, the screens look good and it has a modern feel, but needs some serious work in the realm of usability and integration. Marriott is a great brand and I hope they can address some of this in future updates! I strongly prefer the Hyatt and Hilton apps for comparison..
My second home
by sammytoma on 2019/04/27 22:17
Marriott Bonvoy has made my travels worldwide , 100 folds, more enjoyable and so much more pleasant... as you age and acquire more and more life experiences , you realize how much depth and wisdom is incorporated into the treatment you receive by the staff and the unique experience you are given by a special attitude( probably trickled down and guided from the top) by most of the levels of the organization’s personnel. Even if there are some incidents in a lower level , and there always are in the real world, the minute a higher authority gets involved... the gates of heaven open up to make you feel so special and that you matter so much To the Marriott bonvoy family . Thank you for making me feel unique and important to you❤️
Dirty unkept and unclean
by stewcat1563 on 2021/03/10 00:30
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.
Exception service
by shaeshae$1 on 2020/04/02 16:41
I have stayed at Marriotts all over the country and no personal experience Compares to the feeling I get when I stay at the Marriott on grand view parkway in Birmingham Al. Especially this week. The world is locked home safely in their homes but this week my brother is having cancer surgery across the street and since heath facilities have no access for family or visitors right now we cannot be at the hospital but wanted to be as close as possible. Tonya Williams the manager at this location took the initiative about a year ago to call me by name when I walked in before even looking at my reservation. Naturally I felt like I was walking into a family or friends home vs a hotel were I was just staying for the night . This same feeling and welcoming this week in particular has made a very uncertain and scary week feel so much more comfortable to my mother, sister in law and myself! Tonya and the other gentlemen Kenny Wilson that worked one night has made our stay peaceful and welcoming! talking about service is one thing! Executing on service is totally different 👍👍 Thanks Tonya and crew for always going over The top!
Make bill printable from app
by Alft70 on 2018/01/28 06:15
Business travelers could really use this as a convenience. It seems to be getting more and difficult to retrieve my bill. Can't retrieve on the app at all and not all bills are showing up as viewable on the mobile website. Really not good customer service having to copy the ebill into a word document to transfer it or take a picture and scan it all the time when you're running all over the place. Would be nice to be able to sit and transfer it over when you have downtime like I do now, but can't because the app doesn't have that feature and the only option I have when I go to the website and view my bill is "rebook". My laptop is not always handy. Please make this easier for your mobile customers.
Love it!
by smile4bree on 2018/03/28 01:40
This is a really well designed app! I love all of the full service features. In addition to the normal booking features, getting directions and calling the hotel - you can actually interact with the hotel during your stay. During our recent stay, I was able to adjust our estimated arrival time and get an alert when our room was actually ready, order more towels and a blanket (which they brought up to our room a few minutes later), use the chat feature to request a late checkout. These feature worked great for me, but I can see where the responsiveness of the actual hotel could effect results. Just one more reason we ❤️ Marriott!!
Marriott Experiences
by F. Michael Berry on 2019/09/20 11:57
For approximately the last four years, I’ve been having to stay at various Marriott locations, primarily in Southern California, marquis Marriott in San Diego, Bayview Marriott in Newport Beach California, and most recently booking for a weekend in Palm Springs. I have yet to be disappointed with the property, staff, or food and beverage. So lone as you continually impressed me with your standard of service, I will remain and loyal Guest of your hotels/resorts. Thank you for your dedication to exemplary guest service, and hospitality. I am not a wealthy individual, however I appreciate a quality experience when I travel. Your staff has always made me feel welcome, appreciated, and every bit as important as any other guest on your property! My most sincere gratitude. -F. Michael Berry
Service or lack there if
by MrsHofsHut on 2020/01/21 22:49
We stayed here previously and had stellar service and convinced daughter to stay here. We have been waiting for over 2 hours for our room. We went up to check and it’s been clean for quite sometime Came back to desk to inquire and without checking she was rude and sarcastic and blamed housekeeping Bellman (whose been holding our things for hours) came by to check in was very apologetic we foolishly expected that from front desk - my daughter and her family are joining us to celebrate marriage and taking their boys too Disneyland before heart surgery Thanks for ruining our day- I think she can still cancel - I’m embarrassed to have them come here. Oh plenty of time to write - still sitting in lobby
Things slowly going downhill
by Pete665544 on 2019/03/25 16:01
Not normally a review person but this app broke the camels back. I’m a Titanium Elite (the levels and rewards have changed) and have noticed some things slipping. Previously a platinum elite, the changes I’m feeling are: platinum line not dedicated and speed of answer dramatically changed, the required points for rooms changed, sometimes without advance warning while booked, the cancellation policy is no longer valid at some hotels, there’s blackout times or I should say they won’t set you up with a room if the “points” rooms are occupied as they raise costs for special events... and now the app: navigation is pretty useless and constantly pushes you to a self serve model. Understanding there is a need to increase revenue but this is the hospitality industry; make us feel important. The one good thing was seeing that my free night from the Marriott card expires which I didn’t know.
Point system isn’t fair !!!!
by Coach Biggsy on 2019/03/25 04:20
There is a problem with the way you can earn points. I stayed two nights and gave the hotel my member ID, which they took and after paying cash I never received any points for my stay. I questioned it after month went by and after being put on hold for 45 minutes I’m told that it was ineligible because of the way the reservation was made. A stay is a stay, why would or should it be ineligible? There are other hotels such as Hilton that makes a stay easier. I will go out of my way from now on to avoid booking with a Marriott Hotel. Thank but no thanks Marriott. It isn’t fair how a member can earn points. It needs to CHANGE, don’t you make enough money already from us that you have to make it so hard to earn points. It is probably falling on deaf ears. It seems like Marriott don’t care if they run people off or care for anyone’s thoughts. Maybe your Corporation should start a team called “WE CARE”
Horrified
by j dddddd on 2020/12/06 11:45
This stay was just awful. I was told I had adjoining rooms and when we went into the rooms which were not ready til 4.45 pm no adjoining. Called front desk and they were so rude and informed me they had nothing available. I was lied to by staff. The food at the buffet was terrible. My grandchild could not even eat the Mac n cheese!! The most horrific part, which I couldn’t believe is that at one point we were waiting in line. My grandson went to get a key from his sibling who was on the line next to us and the staff member Scott would not allow him back with us. He made the 8 yr old stand outside by himself away from me and my granddaughter because he said the shop was closing He separated a minor from his family. I am sure it is on video and will be contacting my attorney. I was appalled at this action. Then he allowed three other children behind me. I will never return to this hotel if they gave me it for free. The staff was very very rude.
Saving my phone number…
by Bombcapt on 2019/08/22 19:49
I am a diehard Marriott fan, premier platinum, now titanium elite, (someone needs to teach the new marketing team that titanium if they left valuable metal than platinum… Who came up with a genius idea?) for over three years. As with any merger, there are growing pains and issues of which I have no unreasonable expectation being solved immediately. However, I have now updated my phone number with the app a dozen times and it still does not recognize my number, my member number, ever. Highly annoying and the IT personnel have“Fixed it“ many times. Service has remained largely steady, but for first time ever I have had a Marriott agent become snarky with me over some of the problems with the app or forgetting to Credit me my points as if it was my fault. I am always cordial and patient but I am starting to become impatient after nearly a year of this. Marriott needs to fix these simple issues and soon. I believe Marriott has the superior product on the market, and I dropped Hilton altogether 4 years ago. I have no intention of going back to them but I would like to see Marriott regain its composure. Thank you
Unfair rewards program
by jtcsr on 2019/02/13 13:16
I needed two nights to move up to platinum Premier elite.(73 nights, needed 75) Reward program department told me I had plenty of time due to my “anniversary date” January 2019 my nights reset to zero. When I called and questioned the situation rewards department told me they cannot do anything and if I did not like that to call corporate. I did call corporate and they told me they had no Ability to move me up to the next level nor could they give me the two nights as a courtesy. They wished me luck in starting over this year. I am sure Marriott rewards will still not be able to assist me and my problem. I am shopping around different hotel brands and loyalty programs as we speak
Worst Hotel Program, Worst App (Lifetime Platinum)
by yph23 on 2019/07/23 02:45
Making the switch to Hilton.... This hotel program has gone down hill considerably. I am a Lifetime Platinum and have amassed a good amount of points but they’re nearly unusable because of Marriott BS “no blackout policy” which essentially allows hotels to limit rooms available to be booked with points. Not only that but you can’t even book suites with points. So now you’re left with booking a hotel on the side of the highway during the off-season as your only option to use points. I want to use my points on a vacation, in a nice hotel, and with a suite. Not an option anymore. Now for the app, who designed this thing? You can’t switch to local currency, you can’t search with flexible dates, you can’t easily use the map function, and the list goes on. Whoever is giving this app 5 stars probably has experienced a real hotel app before. After 600+ nights, it’s on to Hilton, goodbye Marriott.
Booking hotels and reliability
by Mike Spaulding on 2018/12/16 02:52
You aren’t able to actually book a hotel from the app (IOS). It sends you to their website where you have to go get your credentials which you don’t have because they are in the app. When you go to the mobile website there is very inconsistent availability of all the features like room pictures. Regular problems searching on the app. Right now the app is unable to return any results. Between the lack of full functionality on the app and the inconsistency of the apps reliability the app deserves a very low rating. I am a long time Marriot customer and Platinum member. I live the hotels and properties but the app is very frustrating.
Customer Service Greatly Lacking
by SpartyOn123 on 2019/03/23 22:13
I have been trying to contact somone about a breach of my account for months now. The only time I have been able to reach someone by phone it was the weekend, and I was told someone would contact me during the week, and no one ever has. That was several months ago. I am in the military and currently overseas so that makes it more difficult as I dont have a US phone number currently and due to the time difference. The fraudulent charges on my account ended up being refunded by the credit card company rather than Marriott. Without anyone ever contacting me, my account is now under audit, and has been for sometime. Because of this I am unable to sign into my account. I cannot get anyone to speak to me about this, despite attempting to contact the company weekly for the last few months. As someone who had almost $1,000 fraudulently charged using this app, that is unacceptable.
Makes Life Easier
by Ace 3352 on 2019/05/07 14:30
Traveling with Mariot as my family’s go to hotel chain has always been a convenience because we are rarely disappointed with the level of hospitality and customer care. The app is simply an extension of that care and convenience. Being able to make quick reservations and compare various amenities without going from one website to another or making 10 phone calls has been amazing! Also, check-in is so much easier! I thoroughly enjoy using the app to book and manage my reservations. I only took one star because recently, I was unable to book through the app because a few hotels in one city were not listed, but we still had a pleasant experience at that hotel.
What is going on???
by Mikey&rach on 2019/05/01 03:25
Devs & IT folk: what is the problem? Ever since the swap to Bonvoy, I have noticed the following problems: -Past stays don’t show up on the tab that says “past stays.” It’s been this way for months. -Stays routinely take 10 or more days to appear in my account. This means that the process is still very manual. Why? -Bills are not being posted on my account in a timely manner and infrequently, not emailed to me at all. We have deadlines for our expense reports, just as I’m sure you do. -It is not possible to update a credit card through the app or mobile browser. I had to call the “Titanium” support line to do this. This was precipitated by my hotel informing me that they could not issue a bill due to my card being expired, even though they swiped the new card when I checked in. Five days after doing this, I received a call from my hotel threatening to cancel my reservation unless I gave them an updated card because the one in their system was expired. Until you fix these GLARING infrastructure problems, please inform your front desk associates that whatever the problem is, it is likely Marriott’s fault and not the guest’s fault. Threatening to cancel my reservation when I am already on site at the client’s office is totally unacceptable.
Not so Pet Friendly
by Brohart on 2019/04/19 20:06
Great app for the most part, however, I travel with my small/med sized dog at least once a month and need a hotel that is pet friendly. It is difficult to filter ACTUAL pet friendly hotels, i.e. no $150 fee per night just to have a pet stay. And the Marriott merger made the selections even less pet friendly because almost all Marriott brands carry a fee. I would love to see a Pet Friendly No Fee filter option. It is frustrating having to dig into the weeds of all the fine print just to see if we will get charged hidden fees. I think you should change the filters to “Pet Tolerant” for those with fees and “Pet Friendly” for those with NO FEES. And extra filters for the dog size. Even if there are no fees there is usually a weight cap.
Convenient but some glitches
by Piratemommy on 2019/06/27 06:25
The app works really well. It’s easy to find a hotel. It’s easy to see prices for members versus standard prices versus point costs. The pictures are good. It’s easy to navigate. The information is easy to find for each hotel. However, it allows you to include additional information for your reservation such as requesting extra towels or a late checkout. Not one single time has the hotel had that request in its computer system when we’ve checked in. We’ve stayed at a Marriott at least 10 times using this app and the hotel never has that info so I have to request the info all over again when I get to the hotel. Otherwise everything works well with the app.
Not reliable!
by Grandma Shops on 2017/11/11 21:28
We thought this would be a great tool to use for checking in while we are driving to our next destination. We tried checking in using the App and on that particular night we were staying on points. We received a confirmation that we were checked in. The desk clerk welcomed us and thanked us for checking in with the App. The next morning we received a notification from our credit card company that we had been charged for the room. When we asked the morning desk clerk why we were billed her answer was “you didn’t check in so you were charged a no show room fee”. It took a few days to get the charge removed from our credit card. We just tried it again and now the App won’t let us check in... Very frustrating
Mixed review, happy with 1 recent update!
by donnaray on 2020/02/10 07:29
GOOD I’m not sure why this took so long - I’ve been asking for this for years and it seems fairly basic. Now you can “search multiple special rates at the same time” - THANK YOU!! BAD It would be nice if the hotel specific info in the app matched what is on the website... I don’t find some of the icons very intuitive unless you use the app a lot. Back arrow on bottom right is just WRONG - plz read all the reviews complaining about this and move it the top left where it belongs! Lots of others also complaining that chat doesn’t work and I have to agree. I’ve tried using it many times and think someone has replied only once or twice. Most of the time when I ask why, the staff say they don’t know about it or they’re too busy. Might as well just remove it from the app! The app makes it very difficult to book an accessible room and to know exactly what you’re getting. It’s not offered when choosing a room type like most other hotel apps, only after entering your credit card info. It’s also really vague and lumps all accessible room types together.... (Not helpful since I want for a roll-in shower but don’t need hearing accessibility features.) No Apple Pay! Come on...
This app has a major flaw
by NCClaireYu on 2019/12/12 15:50
The app doesn’t allow me to book with my free night certificates. In the past, all I had to do is chose the Bonvoy member points rate option, the the system will automatically know I have free nights and apply it—apparently not anymore. My intention was to use my free rewards, and I thought the app would apply that as long as I chose the Bonvoy member point option, but the system used my actual points instead. I called the member phone line and the customer service associate told me I should have indicated this intension when I booked through the app. I told them there were no such options in the app, and they just insisted that there is one. Been a loyal platinum/gold member for years. Never had such a bad experience with anyone associated with Marriott until now. I would like to love the app, but the lacking free certificates option seems to be a major flaw.
Rating Trends
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All Versions
5.0
692,679 total
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625,585
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Current Version (10.5.0)
5.0
683,987 total
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55,229
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5,000
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989
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2,366
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App name
Marriott Bonvoy
Description
Unlock extraordinary experiences with the Marriott Bonvoy™ app. The Marriott Bonvoy App lets you elevate every aspect of your stay at more than 7,000 hotels worldwide. So you can spend more time taking care of the most important detail—enjoying yourself. Download the app today and discover a world of opportunity. Check in from anywhere with Mobile Check-in. Let us know when you’re arriving and you’ll receive a notification when your room is ready. With Mobile Key you can get to your room faster, and never have to worry about forgetting a key card. Use it to open your room, parking garage, fitness center, lounge, and pool. Mobile Chat lets you talk directly to your hotel. Available just before, during and even after your stay, ask the front desk for local recommendations, request amenities and more while on-the go. Need something? Mobile Requests gives you a list of amenities to choose from to customize your stay, or even ask for something you forgot, like a comb or toothpaste. Plan ahead while you’re out exploring. Browse and order food and drinks from your hotel’s menu at participating properties, and it will be ready when you return. Search hotels and book all from your phone. Get our lowest rate when you book directly with Marriott. Earn and redeem points for your stays, for a rewarding vacation. Manage your account easily on the app. Check your point balance, view your stay history, folio, and more. Want to book with points? Easily redeem points on the app to pay for your next stay. Enjoy exclusive offers and content for Marriott Bonvoy members that you can take advantage of right away. Not a Marriott Bonvoy member? Download and join, all through the app. The Marriott Bonvoy App lets you enjoy more at Marriott’s 30 brands including AC Hotels by Marriott®, Aloft® Hotels, Autograph Collection® Hotels, Bulgari®,Courtyard®, Delta Hotels®, Design HotelsTM, EDITION®, Element®, Fairfield Inn & Suites®, Four Points® by Sheraton, Gaylord Hotels®, JW Marriott®, Le Méridien®, Moxy® Hotels, Marriott Executive Apartments®, marriott hotels®, Marriott Vacation Club®, Protea Hotels®, Renaissance® Hotels, Residence Inn®, Sheraton®, SpringHill Suites®, St. Regis®, The Luxury Collection®, The Ritz-Carlton®, TownePlace Suites®, Tribute Portfolio®, W® Hotels and Westin® Hotels & Resorts.
Almost perfect
by Drewnnnnnnnn on 2021/05/08 00:58
So this app is an almost perfect way to manage travel, bookings, deals, points, etc. Assume that anything I don’t mention here is perfect. The first thing that is slightly annoying is that if you extend your stay at the hotel, that stay is not reflected in the app. I have extended my stay multiple times over many weeks, but the app does not reflect that, meaning it disables ways to contact the front desk and use my app as a key. Yet, because my stay is extended, the points for my stay don’t reflect in the app either. It’s very frustrating. The front desk can’t figure out why this happens, but apparently this happens whenever someone extends the stay. The second annoying thing is every now and then, the chat with the front desk feature disappears from my app. This is one of my favorite features and one of the main reasons I love using the Marriott app, but when it disappears it’s very frustrating. What should be a quick text to the front desk to request a wake up call, or gym time, becomes me trying to phone them and they don’t always pick up due to how busy it gets. I’m not sure why this happens, I’ve tried reinstalling the app but to no avail. As a titanium member, it’s even more frustrating because when the app does work, it delivers a very high level of service that I grow used to. So when it breaks it’s infuriating. For these reasons, this app is only a four-star for me right now. Hopefully the developers read this review and are working on fixes for these issues.
Glitchy
by nope nopity nope on 2021/05/07 22:17
Don’t make me go back to the map and start over. Tried to select a check in time and it kept spinning the time. Just keep it simple!
App is not letting me select a city
by Liz Chloe on 2021/05/07 21:51
App is asking for my current location and not letting me select a city out of state.
Business trips
by Kinjal NYC on 2021/05/07 21:19
Honestly I downloaded the app after taking on a new role for my company. The apps makes booking my business trips super easy and convenient. In addition to booking my stay, I usually use their link to get great deals on car rentals. The best part you earn points, while getting a better deal!
❤️ it
by queen-colls on 2021/05/07 20:03
Amazing the best
Earned free nights.
by Olleykool on 2021/05/07 19:53
It’s not easy to book earned free nights on the app.
What did you do?!
by jshbhd on 2021/05/07 15:43
Why can I only pick between my current location or selecting one property (from a map no less) at a time to book a reservation?! Do you even use the app? Why can’t I search by city and state?
Uninstalled. Guess why?
by Jrc59 on 2021/05/07 04:19
I don’t like consistently paying 10% higher (or more) than Marriott’s OWN WEBSITE! Found the difference by accident - I’ll use my browser from now on, thank you.
Electric Vehicles
by SEBtg19 on 2021/05/05 13:05
This needs a filter for EV charging. If I’m spending a night, I’d like to be able to charge my car. Otherwise I’m wasting time.
Marriott not what itUsed to be
by Delivery Errors on 2021/05/05 01:15
When we first started with the Marriot chain of hotels they did a great job and always clean. We just arrived at the SpringHill Suites At Navarre in Pensacola Florida, listed as a Marriott level 6. Upon arrival the bed sheets in both rooms were dirty. When we asked to have them changed they said they can’t but gave us sheets so we can change it ourselves. This is at least the second time This has happened at a Marriott chain. Another time a stranger was given the key and showed up uninvited to our room. He was told by the front desk they were assigned to our room. The front desk clarified they made a mistake and reassigned his room. I will be dropping my Marriott rewards.
Very Bad service
by Ken Fonicello on 2021/05/04 10:03
Rewards program has no clue what customer service is. Their staff are incompetent and they make no attempt to resolve their mistake.
Apple Watch Flawed
by RonaldW. on 2021/05/02 23:03
Cannot get my Apple Watch series 3 to u lock the room door. My iPhone 12 Pro works fine. Wish there was a faster way with the phone. Having to unlock phone and open app to get to key is a pin. Watch would be nice to use instead of phone. Don’t get the watch app. The app is great for booking and checking my point status. You get two stars for that but you tank on getting more until the app keyless is working better.
Great
by misty83r2 on 2021/05/01 04:15
Way above average in general Any deficiencies are normal via all inclusives
Unsatisfactory
by Libralady1973 on 2021/04/30 18:50
The app would not add my trip, saying that the reservation last name did not match the last name on the account. Both are the same. This makes the app worthless as the trip is not listed. Hilton app is so much better.
Check in a joke
by NB Tex on 2021/04/30 15:14
No record of my reservations even though the hotel is sending me notifications. They want me to check in thru the app but no record of my reservations
Williamsburg
by BIRD12345678910 on 2021/04/30 07:16
The room was not clean nor was it stocked with basic necessities - Toilet paper (there was 1/4 of a roll and that is all) and no coffee for their coffee machine - NO COFFEE. No toilet paper, no coffee and the room was not recently dusted during a covid pandemic. None of the staff was masked and they did not enforce masking among guests either - 50 unmasked people congregating in the lobby during a global pandemic and the room was not even clean - what the heck!
Bravo, Bonvoy!
by Beo0506 on 2021/04/28 02:31
Nothing beats this app. As a frequent business traveler for many years, I would only stay at Marriott properties because of two reasons: 1.). I can always get a comfortable night’s sleep in any Marriott bed and 2.) This app enhanced the overall independent but connected nature of my travel habits. Bonvoy puts the power of the Marriott experience in the palm of your hand.
Awful app
by reviewer473847384& on 2021/04/26 13:13
Super laggy, freezes and crashes constantly
Terrible
by Forsteva on 2021/04/26 00:03
Honestly a useless terrible app. Doesn’t work. Doesnt let you do anything. 10/10 would not recommend. Don’t waste your time.
Won’t let me add trip
by Elliott1080 on 2021/04/23 21:09
The app won’t allow me to pre-register, because it won’t let me add a trip.
Doesn’t work
by loddyb on 2021/04/23 04:25
Won’t add missing trip to my list of current trips for mobile checkin.
Booking Room
by 8by8 on 2021/04/23 01:37
It is much more difficult to book a room on the app then on a computer. In addition my booking type keeps changing. The room type I have now is different from what I originally book. Would recommend booking online over using this app.
Terrible what has become of The Ritz chain
by The Duuuuude on 2021/04/22 01:22
Marriott has turned the Ritz Carlton into just a money grab with no finesse. Sites for restaurants and spas don’t work, can’t make reservations online. Can’t see menus. I hate Marriott. If I see a bible in my room I will throw it out.
Studio room
by Mimipeep on 2021/04/19 13:46
The bed was fine. The couch bed was not. No mattress. We put the 4 couch cushions on it but didn’t cover entire bed. We will never get this type room again. The breakfast was great. Everyone was friendly and helpful. Our only complaint is the couch bed. We liked everything else.
This app stinks
by Adub_meststick on 2021/04/17 20:11
It doesn’t work well at all. Very difficult to search and find what you need. It redirects you to the web page which in turn directs you back to the app. Ridiculous.
It’s the worst hotel app after upgrade
by Kisas.Q on 2021/04/10 23:00
The upgrade looks fancier but extremely useless. It so hard to find customer support phone number. You can find the button in the reservation to apply your suite night award. Very badly organized contents.
PITA for prepaid! You can only have one person
by Grey witch on 2021/04/09 16:36
On the Bonvoy reservation app: you have to call the hotel direct to add name to reservation if you are checking in earlier than the person on the reservation. This includes Bonvoy. I called Bonvoy and a supervisor called the hotel to add my name to the reservation. What’s the point of using the app if you have to call and speak to the hotel directly!
Can’t link reservation
by Erwin clan on 2021/04/09 14:39
Much too difficult to link reservations with app to access contactless check in. I even called the number that pops up when you can’t add it and they were no help either . I deleted and reinstalled and turned phone off and on . Nothing
The App price is always higher than other third party
by wuhaner on 2021/04/07 16:14
If I can’t find a good deal, why should I use this App? Never have problems with SPG before.
Missing features
by me11190 on 2021/04/07 03:34
I’m confused. What’s the point in having your website push me to the app if the app doesn’t work with Apple Pay nor my password manager? So... using the app is actually more work for the user than the mobile website. What is this, 2010?
Excellent
by karen mcf on 2021/04/05 04:54
This is the best hotel App ever! So easy to use and booking my rooms was without frustration.
Big Feature Missng
by stevelama on 2021/04/04 02:01
I’m a lifetime titanium member of Marriott so have a lot of history with the brand. The #1 use case that I have for the app is “What Marriott properties are in XXX?” For example, what properties do they have in the Caribbean, in Florida, in Chicago? The only way to do this is by picking a random date for a reservation, and if the property is booked it won’t show up. I just want a list by location, and there’s no way to do it. Big gap.
Bring back the option to skip room cleaning and earn points!
by Yaz2200 on 2021/04/03 12:57
The app is great overall but what happened to the option of being able to earn points when choosing to go green? Please bring back the option to skip room cleaning and earn points.
Still never as good as Hilton
by ytfjkoyeswwxf on 2021/04/03 04:04
Can’t change credit card in the app for the reservation so I can’t just go to my room contactless as I always have to go to the front desk to change my booking credit card to my final billing card ( function of company policy). Hilton handles this well and frankly Hilton has always been 2 or 3 steps ahead of Marriott.
Useless
by sakatam on 2021/03/31 18:41
I couldn't add my reservation even with the confirmation number. I don't want to waste my time calling for the support.
Interface is just bad
by ACSB15 on 2021/03/28 12:21
The user interface of this app is just not good. It’s not intuitive in the least. And I apparently can’t add things like late check in time to reservations, I still have to do that on the website.
Freezes after opening!
by Terp2011 on 2021/03/27 10:43
After latest update app freezes after opening. So you must close and then reopen again to get it to work. Please fix. Thank you. Update: Thank you for fixing right away. Fast response from developers. Back to five star!
Very well designed app! Developers actually respond to reviews and address concerns!
by PaulR2R on 2021/03/27 07:14
5 stars to the developers! My only complaint was that the app froze every other time after launching..... It is now fixed! Access to booking with certificates through the app would be a great added feature!
Free night awards
by CT$ on 2021/03/25 00:33
Why can’t you book these via app??
FIX YOUR MOBILE KEY
by marcopolo581 on 2021/03/24 23:44
For goodness sake, FIX YOUR MOBILE KEY everyone. It’s incredibly needed!
Won’t open
by Kuub55M on 2021/03/23 11:36
Keeps going downhill. Can’t find directions. Mostly ads without useful content. A stay from yesterday disappears until they decide to post it to past stays. Whoever designed this app does not use it.
Web still wins
by HopefulUX on 2021/03/22 02:45
I enjoyed the updated. But when trying to review a reservation to remember if I did it with points I was not able to access the Summary of Charges directly because it transferred me to the browser, rendering the app inferior to the online version.
Updated and still cannot get into the app
by stltjr on 2021/03/21 13:42
Updated yesterday and still cannot get on it. It’s frozen. I can’t even sign out of it.
Many bugs in new version
by shimai1234 on 2021/03/21 04:19
The Marriott app has worked really well until the recent major update. I often get error messages when trying to book rooms or view room detail of existing booking (“Error retrieving room details for this screen”). The new version also made it a lot harder to view hotel search results on a map.
Great app! A couple of bugs since the merger
by BennnMcK on 2021/03/21 02:15
Overall, Marriott has done a phenomenal job! The only notes to know about, our the incompatibility/use with the Apple Watch five with regards to the model key - flat out does not work... I travel about 200 nights a year. Doesn’t work. Also over The mobile key works maybe four out of five times at any given Marriott. Most of the front desk people are very humble and honest about it - “ The mobile key either works or it doesn’t work, the digital locking systems have a mind of their own when it comes to using the mobile key”. Can’t wait when Marriott fixes this bug. Will take convenience of mobile check in to a new level!! Otherwise the app is perfect!!!
Time to Rethink UX/Usability
by summer782@ on 2021/03/20 19:05
Poor execution of property integration like the chat feature and checkin leave serious UX gaps. No property level alerts and notifications create lack of trust with app and ultimately the brand. When a resort propriety has no pool due to maintenance issues, tell the user up front, don’t hide it at the bottom of an infinite scroll. Take a page from Hilton app and use an alert bar in a differentiated color and/or text to notify the user on the header or banner.
Customer Service
by dlz258 on 2021/03/17 03:38
I called up 4 times to discuss my recent stay. I got disconnected or hung up on the first 3 times. The 4th and final time was the straw that broke the camels back. Agent didn’t listen to me and didn’t try to make things right.
Booking through the App
by Sierra Hoyet on 2021/03/15 16:51
Booking through the app is way easier and convenient than booking through a third party or online. I highly recommend using the app, it’s super convenient and I haven’t encountered any glitches. I just booked the hotel for my honeymoon and the process was simple and easy.
Cant modify reservations
by MemphisQueen on 2021/03/13 13:32
Since the update in 2021, key functionality has been removed. Unable to modify existing reservations. Can cancel only, but not modify. You must use the web browser to modify. Unable to “go back” out of a suite night award request if I don’t want to use my awards on what the hotel is providing as options. You have to shut down the app and re-open to start over. Unable to add free text to a reservation in app. You must use the web browser to add. Functionality for people on the move needs to be reconsidered. Folks don’t always have access to a desktop whilst travelling to modify plans. Needs to be more dynamic.
Mr WP Anderson
by best rental agency on 2021/03/12 20:50
Marriott is our 2nd home!!!!!!
Stop logging me out!!!
by splitsecond on 2021/03/11 23:05
App logs me out randomly and I have to go back and consntantly have to reset my password. Crappy tech, does t always show all available rooms. Love Marriott but this app is trash.
Review
by Miss Traveler on 2021/03/11 13:12
We need to be able to see the rates with flexible dates in order to get the best prices available.
Dirty unkept and unclean
by stewcat1563 on 2021/03/10 00:30
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.
App Stopped Working
by bri, va lowercase lib on 2021/03/08 17:54
My current activity is not showing. Deleted and reinstalled- hopefully it’s fixed!
Best App Ever
by 🙂funny faces on 2021/03/07 22:20
Bon voyage is the best app you can get, if you love to travel this makes it so convenient and easy and you get the best rates.
Happy Camper
by Ch3ryl Mon3y on 2021/03/07 22:09
I enjoyed my stay. It was clean and comfortable. There are plenty of restaurants and stores around for last minute purchases.
Pre registration
by pre registration on 2021/03/07 21:48
Was supposed to be able to pre register on the site but NO FORMAT ON THE SITE ENABLED ME TO DO SO!! NOT what I expect from Marriott. Also did not accept over 30-40 nicknames as “All were taken.” What a horrible site!!
Huge bug with mobile key
by PD Violet on 2021/03/07 15:55
Felt generally positive about this app, and was very excited about the mobile key option especially during covid. Worked seamlessly when I arrived, but this morning the key option had totally disappeared from my app, replaced by a checkout prompt. Even when I navigated into the reservation, it was nowhere to be found. End result: I was locked out of my room at 7 am when trying to get coffee. Confusingly, my mobile key is available again now that I’ve checked out. Please make the mobile key persistent and easily findable within the Home Screen and the reservation nav!
Lots of missing stays
by DaFonz1975 on 2021/03/06 20:04
So I’m a Hilton Diamond member I like how the points and stays instantly appear. I was staying at a town place because the price was super cheap and I could stay 14 days. So 10 days later no points or credit. 3 other stays nothing. out of the 20 total days the app shows 3 credited days. I have decided to go back to Hilton. It takes Marriott too long to post points and I waste my time having to put missing stay visits or calling customer service to find out it can take 10 days or longer to post my stays and points. It’s too much hassle. I stayed the February 11-26 then February 26 to March 1 never received any credit for it.
Easy
by Juruss on 2021/03/06 17:28
Love that they save my search results from a previous visit!
Swimming pools
by Want to get content on 2021/03/05 23:43
Hurt my back a few years back and need to swim when I am staying with you. The information on swimming pools is not ideal. Please include into your filters, the size and dimensions of the pool; whether it’s a regular shaped pool or not; and, indoors or not; as it affects which of your properties I choose to stay in. Thank you
Terrible customer service
by I don't need to tell you on 2021/03/05 21:12
Bill from customer service wouldn’t give me his last name and hung up the phone when I asked for it. What kind of customer service is that? Terrible. So I am taking the time to write this review in hopes this doesn’t happen to anybody else. They don’t resolve issues but they will take your money. Be very cautious if you call this number. 800 721-7033. They are very unprofessional and extremely rude, especially if you’ve booked through a third party.
STAY AWAY
by Jamesm117 on 2021/03/05 18:53
I used this app to make a reservation and received a confirmation number. About 10 days later , I got an email saying reservation was cancelled. I contacted Marriott reservations by phone, and no one could give me an explanation. Since the hotel was then fully booked, I had to go elsewhere. So , is this app for real or fun and games?
Don’t change a good thing
by SuperNatural Records on 2021/03/05 02:58
The app was a 5 star app just about excellent in every way.....that is until they changed up the whole thing. It was such a better app before the overhaul. Why’d you change if? “If it ain’t broke, don’t fix it.”
Horrible
by Smusuave on 2021/03/02 19:41
The new app was clearly not done with clean user experience in mind. Old app had a much better user interface and flow.
Postponed stays not displaying properly
by ZacPeng on 2021/03/02 18:55
I’ve an upcoming stay postponed to a later date, there’re 2 issues occurred: (1) on the Trips tab, reservations were sorted by the original date, instead of the new date; (2) when the original date was passed, the stay didn’t show up on the app, even after I refreshed and looked up again. And by the way, the lifetime status tracker is still incorrect.
No services
by jojojagor on 2021/03/02 13:35
It’s one thing to have limited services siento COVID but seriously no one at front desk for hours; no one to even answer the phone?? They are there to take your $ and check you in but not anything else. The room also has no heat.
App horrible
by cobreed7 on 2021/02/28 14:23
The new app is having a lot of problems half the time it won’t even load. And you guys need to give the option the book rooms after midnight. Saves a lot of argument at the hotel level
Good luck
by ymca bv on 2021/02/28 13:17
Depending on your phone may not work
Please bring back search and browse by map
by edlsy on 2021/02/27 15:40
Gave a bad review for the version 10 but the developers updated the app according the customer’s reviews. Very considering. Now the app is great.
Flexible dates
by 5 star rater yon Ming on 2021/02/27 13:57
Can you please bring the option to not have to enter in specific travel dates and can select my dates are flexible on the app. It was much better when you could see all Bonvoy properties listed in a city even if they weren’t available for particular dates; it allowed you to search dates certain hotels were available.
Can’t specify guests are kids
by rjfallon421 on 2021/02/25 20:07
The app is great except for one issue - when booking a stay, it asks for how many guests, including children. For many hotels, I’ve found that 4 “guests” (me, my wife and two kids) triggers an extra guest surcharge. However, if I book on my computer, I am able to specify that it’s two children, and I don’t get charged. Would love to have this added to the app as otherwise it’s super easy to book and manage my stays!
Hate the new version
by moschatz29 on 2021/02/24 02:59
New version is terrible and the mobile key doesn’t even show the room number and doesn’t worn right. Don’t know why they made updates app was perfect before and now can’t even get the mobile key correctly or look at current trip.
Mobile Keys Do Not Work
by phil00200 on 2021/02/23 06:40
Also why do you have to wait 30 mins to check in mobile? If I’m at the hotel, waiting 30 mins is pointless
Terrible updates
by nalman62 on 2021/02/23 00:01
The most recent updates caused the icon to disappear, now I have to go into the Apple store every time I want to open the app
Version 10 is a big step backwards
by MikeA_SLO,CA on 2021/02/22 03:15
Version 9 was FAR superior to version 10. Version 10 is cluttered with way too many advertisements and redundant info on multiple pages. Please revert back to version 9 ASAP.
Very Special Employee
by JV+VARSITY GO BOOM LETS GET IT on 2021/02/20 22:55
As we sat in the lobby and lounge area a wonderful employee named Kerry ( not sure of the exact spelling) was cleaning with excellence on her mind. She didn’t disturb us but we realized her need to complete her task at hand. So we asked her was we in her way and she said No No but we said we will move to another area to get out of her way. When she was done I felt so comfortable and pleased that this hotel takes the sanitation of this facility very serious. They are doing there very best keep all there customers safe from these trying and very difficult times Great Job Marriott. I will make this my favorite place at home and when we travel.
Mobile Key needs work.
by AnnoyedCVSCustomer on 2021/02/19 17:55
App is generally good, but mobile key system is slow. Also, hiding the mobile key access on checkout day is quite annoying. Having to dig through the app to find it once the icon changes to checkout option is an unnecessary change. Needs to be accessible from main screen the whole time.
Go back to the one before!
by I'm not the momma on 2021/02/19 13:32
This is horrible. The amount of actions you have to click on to do anything is ridiculous. The map to the hotel was so convenient, now it’s buried in the app itself. No clue how to do a mobile checkout. This is the worst update on any app I have ever used. The previous update was perfect!
Why?!!
by Arrogator on 2021/02/18 19:21
Let’s take the best app in travel and mess with it and totally make it horrible. Why? Why do companies do this. Do they not even LOOK at the app ratings in the App Store? Do they not even read the things we like in the reviews?? I can’t even find if a hotel has parking and if I can somehow locate it now, it NEVER tells me how much anymore. Ridiculous. These are important considerations when booking a hotel. If I wasn’t lifetime platinum and currently titanium, I’d be looking at Hilton right now.
CHANGE IT BACK!
by KTFTravels83 on 2021/02/18 00:19
The last update for the app is terrible. It was much easier to use before now.
New ui is good
by Arjanirh on 2021/02/16 02:11
Very easy to use new UI. Fast search responses.
Difficult navigation to use free night certificates
by Gumbywes198200 on 2021/02/16 01:07
Difficult navigation to use free night certificates. Otherwise pretty good app.
New App Design
by TimW94 on 2021/02/15 14:22
The new app is completely terrible. Wish I could go back to the old version. The features in this one are hard to find and everything is to spread out and “bubbly.” Definitely a step in the wrong direction. The old app is definitely a better version. Marriott should release it as an option to download it as the classic version of the app or something. Whoever designed this new one should be fired.
Bring Back “Search By Location”
by spfreu88 on 2021/02/15 02:26
With the recent Bonvoy App update, it seems Marriott did away with the ability to map-search geographically without having to enter a specific search location in the “destination” bar. One thing I loved about the Bonvoy app was the ability to map-scroll using the “Search By Location” feature in the destination bar to look for Marriott hotels in new locations to explore. Please bring back this feature!
Was great app
by Southwest flyer on 2021/02/15 01:44
Why did you remove the map feature? This was the most useful tool, to be able look at a city on the map and pick a hotel. Now it’s gone.
APP with needed fixes
by Sailahjake on 2021/02/14 14:57
This APP needs attention. When look for a hotel where the options are many, the APP needs to allow you to “hide” hotels that you are not interested in. Then the button to cancel or amend your reservation needs to work. No way to add an extra day or remove short of going through a whole new reservation process!
Miss the old version
by johnhw23 on 2021/02/14 12:49
The new upgrade is a failure. The old app was much easier to use, search and more user friendly. New one looks nice at first. But when you use it, it is buggy and many functions are not responding. The display doesn’t make sense. Please roll back to the old version. Now I am just using the old version on another iPhone.
Old version is better than New version
by cloudyyoungchun on 2021/02/14 03:47
Can you guys go back???
New Update
by attYC1 on 2021/02/13 16:27
Miss the old app when I was able to view the map of all Marriotts in the world. That’s how I would decide where I would like to go. I have to type in a specific city now. Add this feature back.
Add World View Function Back, Please!
by A WorldTraveller on 2021/02/13 05:15
Add World View function back to the new app, please! This is one of the best features of the old app, which captivates me with worldwide travel ideas. Additionally, the new app is stuttering and very buggy.
Latest redesign super glitchy
by criscoNM on 2021/02/12 17:31
The data doesn’t load into the app with any efficiency. I get sooo many errors waiting for search results, images, room details, etc across the entire app if not sitting right next to the WIFi connection. Not too keen on the née look either...
Terrible update 2/7/2021
by boss.ricky on 2021/02/12 08:07
Happens all the time. Why do updates if it’s counter to the last versions efficiency? So many information are now hidden. No listed price for onsite parking, etc. Why update if its worst than previous version??? Bring back my fav booking app. Update 2/12/2021, zero stars! App makes me not want to book a room with Marriott hotels. Making reservations use to be a zip, but this app is just annoyingly slow with lots of missing information about hotel. I will book my hotel with hilton honors. The app is better.
Doesn’t
by FrogLoco on 2021/02/12 03:04
Keeps giving me not setup for online access also can’t use Priceline reservation for points
Very Bad Update
by Great1234($&$ on 2021/02/11 23:30
As a titanium elite member, I have always thought that Marriott’s app was better than its peers and was a benchmark. Since the update, it has been an absolute failure. Surprised this was released. Have been in a different hotel every day this week and every day the app has failed to load and work properly. I’m hoping that Marriott is reviewing the responses and corrects the issues
Excellent Ap
by BRHankins on 2021/02/11 21:01
Marriott did a great job designing this Ap to be user friendly.
Love it!
by WALtravellover on 2021/02/11 14:09
New app is great, but better for finding vacation info and hotels in cool destinations. Nice update and right for the time.
Bring back the map property reservation search
by Legacysti05 on 2021/02/11 05:36
As a corporate travel I use to use the map property reservation search feature all the time. As many corporate traveler do as they are planning their trip to locate the exact Marriott property they want to stay at. Please restore this feature as this is useful for corporate and personal trips making the reservation process a lot easier. I emailed regarding this never heard back from Marriott support. On the new app designed it takes longer to see the actual prices and packages on previous version it was one click. Under privacy settings it is unfortunate that you will only not sell my information if I live in California and Nevada. All other states are excluded.
Pretty good app
by brien73 on 2021/02/11 02:11
I use this app every week. I love the mobile key feature. Especially now with Covid. I haven’t had to see anyone in person to check in in over a year. My only complaint is that their are no instructions on how to use it on my Apple Watch. The mobile key function is there but I have no idea how to make it work.
Overall, Great App - Still Miss SPG!
by PennCCRN on 2019/11/29 18:02
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!
Needs Improvement / Name Matters
by Laughy_taffy;) on 2019/02/14 06:03
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.
Poor Design and Functionality, MARRIOTT PLEASE LISTEN
by Bimini bill on 2019/02/16 22:07
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)
Good But Needs Improving
by Mikey1492 on 2018/01/05 06:25
The app is good, but could definitely be better. I completely agree with the other reviews that any function in the app that was designed for interaction with the hotel staff (chat, special requests, etc) is useless. I’ve tried it several times and then called the front desk to ask if they’d received the request. None of them ever had. And more times than not, the person who answered the phone didn’t even have a clue as to what I was talking about. Marriott needs to focus on training and ensuring that their hotels are 100% on-board with the app communication features. Another HUGE improvement that could be made to the app is a floor plan map (per property) that allows guests to choose their room at check in (right now the check in function is essentially useless). Hilton has this feature and I LOVE it...to the point where I choose Hilton sometimes over Marriott because I get to choose my room and see exactly where I’ll be staying. Many Hilton properties also use keyless entry that is built right in to their app. I really like Marriott and I have bounced between all 3 statuses for over 20 years. But they need to keep up with the times and the competition.
Just updated, could be better
by la vida vira on 2018/09/27 05:46
First I’d like to say that their customer support for the app is amazing! It felt like a team was on the case for troubleshooting and my problem was resolved in about a week. I tend to go through Ebates when booking with Marriott. The Marriott mobile site accessed through the Ebates app had a filtering issue (after choosing the airport shuttle filter, it would refresh back to the search page saying no hotels could be found). So I decided to use the Marriott app to look at different properties close to the airport I’m flying out of. I realized that I couldn’t filter which properties had an airport shuttle on the app. I find this troublesome because I usually travel with a pet. So if I can’t use the app to filter results, I either have to use the mobile site, or wait to get access to a desktop. I’m fine using the mobile site, especially since I access it through Ebates, but the point of an app is convenience. If I needed an idea of what’s available for my travel needs, I prefer to use the Marriott app. But I won’t be able to do that if I can’t filter the results.
Would be great if hotels actually honored half of the features!!!
by BusterSEMM on 2017/12/30 00:06
Marriott Corp has tried to make a good app - but problem comes to the fact little to none of the hotels use the pre-order functionality to stock your room, they don’t use the chat function if you need something while at hotel, they do not honor the checking or late checkout out function (they don’t care and still need to use old school process to know if they can accept a late checkout). App does not notify you of a room ready early either - as the hotels don’t use the feature. App is good to book and change hotels if needed - to change a reservation you are better off cancelling and rebooking as app is not flexible on honoring changes. Basically the app is good to track Marriott points and the progress each year to make Reward levels (not a perk for me as I’m lifetime Platinum member). So being lifetime Platinum you would think Marriott would listen to their customers and force their Marriott properties to use the features in the app - or do away with the features all together. FYI - I’m also an Elite member with Hilton properties and guess what - their Hotel locations use the app and it actually works really well...
Poor Management:Discrimination
by goldhillmesagal on 2020/06/12 04:00
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
App is inconsistent and promotional programs are significantly behind
by pDall on 2018/10/26 19:17
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.
BonVoy: Easy to use, extremely accurate
by rmj0572 on 2019/09/02 17:19
I reserve rooms or “getaways” almost every weekend and I’ve never had an issue with the desktop site or the cell phone app. The information is always accurate. The detail really provides everything you need to know about the hotel you select, the amenities & the service. The photos are extremely attractive & represent the exact description of the hotels. I have been using the app since it was SPG for several years now & I will continue because of the great point plan in place for members. I strongly suggest you sign up because after a certain number of stays, you get such great deals as free nights, early check-in & late check-out & you build points to move up to higher tiers of membership, which gives you even more perks. Best app & most frequent app I use. Definitely the best benefits!
App Defaults to Pre-Pay NO REFUND
by TeraPat on 2020/08/31 04:36
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.
RTW
by RTW747 on 2019/12/23 19:41
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.
Way behind compared to Hilton Honors App
by DM8397 on 2019/04/18 04:12
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.
No receipts?
by QuickExit on 2018/07/27 14:37
Why can I not see or request a folio receipt? Unless you check out with the app during, I guess, the day of actual checkout can you request it emailed to you. Apparently after the fact it is kicked from your history, at least until it falls into your Points section. But then you can’t get the receipt off that page unless you call. Half the time I call, email sometimes never comes through or person forgets to send, etc, Please add a request receipt feature that should be housed under the my reservation page. Should have tabs, Upcoming, Cancelled and then add History or Recent Trips. Anything to recall or request a receipt faster and easier after the fact would be very helpful. Thanks!
Where great features go to die
by Ryan Sleevi on 2018/10/04 01:25
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.
Works great most of the time
by Schnitz44 on 2019/09/09 22:14
Overall I love this app. When trying to book some hotel stays on points I occasionally get random information and error messages. Example - I tried to book a “stay 4 nights get the 5th night free” at the st Regis in Punta Mita on points in early January 2020. It’s a busy time of year and hard to find spots available for stays on points at this time - but that said, When I attempted to check availability - I would see that the stay was available, and I would then click on the stay to try to book, at which point in time I was told that it actually was unavailable! Stuff like this drives me nuts in apps. I know this is some complicated stuff between the hotel management locally and the Marriott system etc, but cmon - it’s a Marriott/SPG power house. These glitches should be a thing of the past. Overall tho I do love this a and it works well about 90% or more of the time for me.
I miss the old SPG app...
by KLS2222 on 2019/03/28 21:46
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.
Could be much better
by Swtdee on 2019/01/13 15:43
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.
Could handle password changes better
by Not Billy Beane on 2019/08/25 15:13
Marriott forced a password change. I used the website instead of the app to manage the change (which was its own headache, but that’s another review). When returning to the app, it could not recognize my account and password combination. Neither by account number or email. Worried I had misspelled my intended password on the website, I reset it on the website. I tried the app again using my account number, and it couldn’t manage the new password, again. I tried my email, and now I’m on an account lockout for 30 minutes. Why am I being punished because the app doesn’t recognize the password I was forced to change? Marriott could have managed this forced password change so much better than this, instead of springing it on a user when trying to use the app. Use two-factor means to authenticate it is actually me on my phone, and make me change the password on a computer the next time I use the website. This isn’t hard.
Disappointed with experience.
by Apples813 on 2019/07/23 12:36
My wife and I have used Bonvoy to book vacations and business travel. We enjoyed using the service due to its ease of booking and for the perks of obtaining points towards future bookings. After our last two bookings through the app, we noticed we didn’t receive points from booking through this service. After calling customer service, in which the representative was extremely rude and talking over my wife, it was determined (via the representative) that the booking through the app was through a “third party”. I intervened after listening to the representative talk over my wife, and asked for clarification to how booking through a third party on their own app was possible. After stating this was deceitful and while talking mid sentence, the representative hung up on us. I’m sure this will be placed as a “dropped call”, however assuming the reliability of land lines, I find that doubtful. My wife and I both own businesses and if this were acceptable practice for our customer service, the individuals would be fired.
Marriott App
by Tarheel1992 on 2018/09/29 10:57
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.
Baffling
by stitchwiz on 2019/04/15 01:53
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...
Modifying reservation/updating profile
by platinum Elite Customer on 2019/03/29 22:50
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.
Decent app, but useless rewards program
by Post Pro on 2019/07/01 22:26
If you book and pay for your own hotel stays, this is a solid app. Customer service can be very helpful with your questions. But if you’re like me and travel is a mainstay of your career and a travel agent books your stays, then Marriott and it’s hotels will no longer credit your stays to your account. To be more clear, if your employer or the company you work for pays the actual bill, you will no longer be allowed to keep your stay credits so the rewards program is completely useless for you. This is the only chain that denies the end user their stay credits. Other hotel chains still credit stays with the end user regardless of who actually paid the bill. Airlines still credit the end user regardless of who paid for the ticket. If rewards are important to you and you travel frequently but aren’t ultimately responsible for the bill, then you may want to consider other choices besides Marriott. Safe travels!
App great for booking. Needs work for check in
by Spinfiber on 2019/06/27 20:34
I have used the app for while now. I use it for booking and love it. Up until today the mobile check in has been successful. Not in how it works, because it doesn’t give feed back that it actually worked and you can check in multiple times.... all while while traveling I have asked for a check in time and my room has always been ready. Even before three pm sometimes. Today however, I was told the app is just a request and that there is no guarantee that the room will be ready and that the hotel has a strict 3 pm check in. So what’s the point of a mobile check in? Why doesn’t the app tell me that? I get to sit in a lobby and wait when I could have stayed home till check in time since this is a 3 night staycation & retreat for a group of friends.
Marriott is life
by jph387 on 2019/09/15 22:03
Have been an avid Marriott supporter for 8+ years now. While we have many options, and I stay at many group’s locations due to work, I always enjoy my experience much more at Marriott properties. They also continue to improve everything they do as time goes on, ie. recently upgrading to the Bonvoy programs, location amenities, accommodating valued customers - not mention any guests, and the overall experience at most properties. While some could talk about complimentary food and bev offered at other corporation’s properties, while mentioning the Marriott properties that don’t include, it’s irrelevant. I’d pay for an exceptional meal at a Marriott property before acting like a complimentary garbage breakfast included somewhere else is an incentive. Marriott or bust
Ambassador privileges feels like name sake - but truly you can’t avail it.
by Pk-ATL on 2019/06/13 23:55
I had booked the Manchester Airport Marriott hotel more than a month ago and had requested for 24h Ambassador privilege. I had reached out to Customer support make sure that I have the confirmation for same, and she mentioned that I would get the confirmation right away - which I never received. Yesterday I reached out again - where the customer service person confirmed that the hotel has my request and asked me to reach out to Ambassador service to get a confirmation. Today I get a note from the Ambassador “Austin Jones” that the hotel has been sold out and hence they can’t confirm. I just noticed the email - and I could book the hotel for the prior date which means it was not sold out. Really disappointed with this process. I have similar experience with suite nights. I had requested for a hotel in Paris for more than a month ago - but never got any confirmation. I have a similar request in another hotel, but I am not sure whether I will get any upgrade to suite. I just hope this is more of a European hotel process and not so for American or other continent hotels.
Decent, but needs some work
by Connor Fitch on 2017/12/18 13:05
I can appreciate that Marriott tried to differentiate their users App experience from competitors, however, it creates a clunky feel with an overall worse user experience. It is impossible to view previous stays inside of the app (you have to go to the Marriott website), and navigating is done by a “wonder button” for lack of a better phrase. You can not selectively toggle between individual menus, but instead tap a button the Marriott symbol which cycles you through the different menu options (booking, account, current stay). When selecting directions to the hotel through either google maps or Imaps, it uses to coordinates which I find weird, and difficult to verify. Further, the app has a heavy reliance on the Marriott website. This results in long loading times for different screens and a poorly integrated experience. Aside from that, the screens look good and it has a modern feel, but needs some serious work in the realm of usability and integration. Marriott is a great brand and I hope they can address some of this in future updates! I strongly prefer the Hyatt and Hilton apps for comparison..
My second home
by sammytoma on 2019/04/27 22:17
Marriott Bonvoy has made my travels worldwide , 100 folds, more enjoyable and so much more pleasant... as you age and acquire more and more life experiences , you realize how much depth and wisdom is incorporated into the treatment you receive by the staff and the unique experience you are given by a special attitude( probably trickled down and guided from the top) by most of the levels of the organization’s personnel. Even if there are some incidents in a lower level , and there always are in the real world, the minute a higher authority gets involved... the gates of heaven open up to make you feel so special and that you matter so much To the Marriott bonvoy family . Thank you for making me feel unique and important to you❤️
Dirty unkept and unclean
by stewcat1563 on 2021/03/10 00:30
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.
Exception service
by shaeshae$1 on 2020/04/02 16:41
I have stayed at Marriotts all over the country and no personal experience Compares to the feeling I get when I stay at the Marriott on grand view parkway in Birmingham Al. Especially this week. The world is locked home safely in their homes but this week my brother is having cancer surgery across the street and since heath facilities have no access for family or visitors right now we cannot be at the hospital but wanted to be as close as possible. Tonya Williams the manager at this location took the initiative about a year ago to call me by name when I walked in before even looking at my reservation. Naturally I felt like I was walking into a family or friends home vs a hotel were I was just staying for the night . This same feeling and welcoming this week in particular has made a very uncertain and scary week feel so much more comfortable to my mother, sister in law and myself! Tonya and the other gentlemen Kenny Wilson that worked one night has made our stay peaceful and welcoming! talking about service is one thing! Executing on service is totally different 👍👍 Thanks Tonya and crew for always going over The top!
Make bill printable from app
by Alft70 on 2018/01/28 06:15
Business travelers could really use this as a convenience. It seems to be getting more and difficult to retrieve my bill. Can't retrieve on the app at all and not all bills are showing up as viewable on the mobile website. Really not good customer service having to copy the ebill into a word document to transfer it or take a picture and scan it all the time when you're running all over the place. Would be nice to be able to sit and transfer it over when you have downtime like I do now, but can't because the app doesn't have that feature and the only option I have when I go to the website and view my bill is "rebook". My laptop is not always handy. Please make this easier for your mobile customers.
Love it!
by smile4bree on 2018/03/28 01:40
This is a really well designed app! I love all of the full service features. In addition to the normal booking features, getting directions and calling the hotel - you can actually interact with the hotel during your stay. During our recent stay, I was able to adjust our estimated arrival time and get an alert when our room was actually ready, order more towels and a blanket (which they brought up to our room a few minutes later), use the chat feature to request a late checkout. These feature worked great for me, but I can see where the responsiveness of the actual hotel could effect results. Just one more reason we ❤️ Marriott!!
Marriott Experiences
by F. Michael Berry on 2019/09/20 11:57
For approximately the last four years, I’ve been having to stay at various Marriott locations, primarily in Southern California, marquis Marriott in San Diego, Bayview Marriott in Newport Beach California, and most recently booking for a weekend in Palm Springs. I have yet to be disappointed with the property, staff, or food and beverage. So lone as you continually impressed me with your standard of service, I will remain and loyal Guest of your hotels/resorts. Thank you for your dedication to exemplary guest service, and hospitality. I am not a wealthy individual, however I appreciate a quality experience when I travel. Your staff has always made me feel welcome, appreciated, and every bit as important as any other guest on your property! My most sincere gratitude. -F. Michael Berry
Service or lack there if
by MrsHofsHut on 2020/01/21 22:49
We stayed here previously and had stellar service and convinced daughter to stay here. We have been waiting for over 2 hours for our room. We went up to check and it’s been clean for quite sometime Came back to desk to inquire and without checking she was rude and sarcastic and blamed housekeeping Bellman (whose been holding our things for hours) came by to check in was very apologetic we foolishly expected that from front desk - my daughter and her family are joining us to celebrate marriage and taking their boys too Disneyland before heart surgery Thanks for ruining our day- I think she can still cancel - I’m embarrassed to have them come here. Oh plenty of time to write - still sitting in lobby
Things slowly going downhill
by Pete665544 on 2019/03/25 16:01
Not normally a review person but this app broke the camels back. I’m a Titanium Elite (the levels and rewards have changed) and have noticed some things slipping. Previously a platinum elite, the changes I’m feeling are: platinum line not dedicated and speed of answer dramatically changed, the required points for rooms changed, sometimes without advance warning while booked, the cancellation policy is no longer valid at some hotels, there’s blackout times or I should say they won’t set you up with a room if the “points” rooms are occupied as they raise costs for special events... and now the app: navigation is pretty useless and constantly pushes you to a self serve model. Understanding there is a need to increase revenue but this is the hospitality industry; make us feel important. The one good thing was seeing that my free night from the Marriott card expires which I didn’t know.
Point system isn’t fair !!!!
by Coach Biggsy on 2019/03/25 04:20
There is a problem with the way you can earn points. I stayed two nights and gave the hotel my member ID, which they took and after paying cash I never received any points for my stay. I questioned it after month went by and after being put on hold for 45 minutes I’m told that it was ineligible because of the way the reservation was made. A stay is a stay, why would or should it be ineligible? There are other hotels such as Hilton that makes a stay easier. I will go out of my way from now on to avoid booking with a Marriott Hotel. Thank but no thanks Marriott. It isn’t fair how a member can earn points. It needs to CHANGE, don’t you make enough money already from us that you have to make it so hard to earn points. It is probably falling on deaf ears. It seems like Marriott don’t care if they run people off or care for anyone’s thoughts. Maybe your Corporation should start a team called “WE CARE”
Horrified
by j dddddd on 2020/12/06 11:45
This stay was just awful. I was told I had adjoining rooms and when we went into the rooms which were not ready til 4.45 pm no adjoining. Called front desk and they were so rude and informed me they had nothing available. I was lied to by staff. The food at the buffet was terrible. My grandchild could not even eat the Mac n cheese!! The most horrific part, which I couldn’t believe is that at one point we were waiting in line. My grandson went to get a key from his sibling who was on the line next to us and the staff member Scott would not allow him back with us. He made the 8 yr old stand outside by himself away from me and my granddaughter because he said the shop was closing He separated a minor from his family. I am sure it is on video and will be contacting my attorney. I was appalled at this action. Then he allowed three other children behind me. I will never return to this hotel if they gave me it for free. The staff was very very rude.
Saving my phone number…
by Bombcapt on 2019/08/22 19:49
I am a diehard Marriott fan, premier platinum, now titanium elite, (someone needs to teach the new marketing team that titanium if they left valuable metal than platinum… Who came up with a genius idea?) for over three years. As with any merger, there are growing pains and issues of which I have no unreasonable expectation being solved immediately. However, I have now updated my phone number with the app a dozen times and it still does not recognize my number, my member number, ever. Highly annoying and the IT personnel have“Fixed it“ many times. Service has remained largely steady, but for first time ever I have had a Marriott agent become snarky with me over some of the problems with the app or forgetting to Credit me my points as if it was my fault. I am always cordial and patient but I am starting to become impatient after nearly a year of this. Marriott needs to fix these simple issues and soon. I believe Marriott has the superior product on the market, and I dropped Hilton altogether 4 years ago. I have no intention of going back to them but I would like to see Marriott regain its composure. Thank you
Unfair rewards program
by jtcsr on 2019/02/13 13:16
I needed two nights to move up to platinum Premier elite.(73 nights, needed 75) Reward program department told me I had plenty of time due to my “anniversary date” January 2019 my nights reset to zero. When I called and questioned the situation rewards department told me they cannot do anything and if I did not like that to call corporate. I did call corporate and they told me they had no Ability to move me up to the next level nor could they give me the two nights as a courtesy. They wished me luck in starting over this year. I am sure Marriott rewards will still not be able to assist me and my problem. I am shopping around different hotel brands and loyalty programs as we speak
Worst Hotel Program, Worst App (Lifetime Platinum)
by yph23 on 2019/07/23 02:45
Making the switch to Hilton.... This hotel program has gone down hill considerably. I am a Lifetime Platinum and have amassed a good amount of points but they’re nearly unusable because of Marriott BS “no blackout policy” which essentially allows hotels to limit rooms available to be booked with points. Not only that but you can’t even book suites with points. So now you’re left with booking a hotel on the side of the highway during the off-season as your only option to use points. I want to use my points on a vacation, in a nice hotel, and with a suite. Not an option anymore. Now for the app, who designed this thing? You can’t switch to local currency, you can’t search with flexible dates, you can’t easily use the map function, and the list goes on. Whoever is giving this app 5 stars probably has experienced a real hotel app before. After 600+ nights, it’s on to Hilton, goodbye Marriott.
Booking hotels and reliability
by Mike Spaulding on 2018/12/16 02:52
You aren’t able to actually book a hotel from the app (IOS). It sends you to their website where you have to go get your credentials which you don’t have because they are in the app. When you go to the mobile website there is very inconsistent availability of all the features like room pictures. Regular problems searching on the app. Right now the app is unable to return any results. Between the lack of full functionality on the app and the inconsistency of the apps reliability the app deserves a very low rating. I am a long time Marriot customer and Platinum member. I live the hotels and properties but the app is very frustrating.
Customer Service Greatly Lacking
by SpartyOn123 on 2019/03/23 22:13
I have been trying to contact somone about a breach of my account for months now. The only time I have been able to reach someone by phone it was the weekend, and I was told someone would contact me during the week, and no one ever has. That was several months ago. I am in the military and currently overseas so that makes it more difficult as I dont have a US phone number currently and due to the time difference. The fraudulent charges on my account ended up being refunded by the credit card company rather than Marriott. Without anyone ever contacting me, my account is now under audit, and has been for sometime. Because of this I am unable to sign into my account. I cannot get anyone to speak to me about this, despite attempting to contact the company weekly for the last few months. As someone who had almost $1,000 fraudulently charged using this app, that is unacceptable.
Makes Life Easier
by Ace 3352 on 2019/05/07 14:30
Traveling with Mariot as my family’s go to hotel chain has always been a convenience because we are rarely disappointed with the level of hospitality and customer care. The app is simply an extension of that care and convenience. Being able to make quick reservations and compare various amenities without going from one website to another or making 10 phone calls has been amazing! Also, check-in is so much easier! I thoroughly enjoy using the app to book and manage my reservations. I only took one star because recently, I was unable to book through the app because a few hotels in one city were not listed, but we still had a pleasant experience at that hotel.
What is going on???
by Mikey&rach on 2019/05/01 03:25
Devs & IT folk: what is the problem? Ever since the swap to Bonvoy, I have noticed the following problems: -Past stays don’t show up on the tab that says “past stays.” It’s been this way for months. -Stays routinely take 10 or more days to appear in my account. This means that the process is still very manual. Why? -Bills are not being posted on my account in a timely manner and infrequently, not emailed to me at all. We have deadlines for our expense reports, just as I’m sure you do. -It is not possible to update a credit card through the app or mobile browser. I had to call the “Titanium” support line to do this. This was precipitated by my hotel informing me that they could not issue a bill due to my card being expired, even though they swiped the new card when I checked in. Five days after doing this, I received a call from my hotel threatening to cancel my reservation unless I gave them an updated card because the one in their system was expired. Until you fix these GLARING infrastructure problems, please inform your front desk associates that whatever the problem is, it is likely Marriott’s fault and not the guest’s fault. Threatening to cancel my reservation when I am already on site at the client’s office is totally unacceptable.
Not so Pet Friendly
by Brohart on 2019/04/19 20:06
Great app for the most part, however, I travel with my small/med sized dog at least once a month and need a hotel that is pet friendly. It is difficult to filter ACTUAL pet friendly hotels, i.e. no $150 fee per night just to have a pet stay. And the Marriott merger made the selections even less pet friendly because almost all Marriott brands carry a fee. I would love to see a Pet Friendly No Fee filter option. It is frustrating having to dig into the weeds of all the fine print just to see if we will get charged hidden fees. I think you should change the filters to “Pet Tolerant” for those with fees and “Pet Friendly” for those with NO FEES. And extra filters for the dog size. Even if there are no fees there is usually a weight cap.
Convenient but some glitches
by Piratemommy on 2019/06/27 06:25
The app works really well. It’s easy to find a hotel. It’s easy to see prices for members versus standard prices versus point costs. The pictures are good. It’s easy to navigate. The information is easy to find for each hotel. However, it allows you to include additional information for your reservation such as requesting extra towels or a late checkout. Not one single time has the hotel had that request in its computer system when we’ve checked in. We’ve stayed at a Marriott at least 10 times using this app and the hotel never has that info so I have to request the info all over again when I get to the hotel. Otherwise everything works well with the app.
Not reliable!
by Grandma Shops on 2017/11/11 21:28
We thought this would be a great tool to use for checking in while we are driving to our next destination. We tried checking in using the App and on that particular night we were staying on points. We received a confirmation that we were checked in. The desk clerk welcomed us and thanked us for checking in with the App. The next morning we received a notification from our credit card company that we had been charged for the room. When we asked the morning desk clerk why we were billed her answer was “you didn’t check in so you were charged a no show room fee”. It took a few days to get the charge removed from our credit card. We just tried it again and now the App won’t let us check in... Very frustrating
Mixed review, happy with 1 recent update!
by donnaray on 2020/02/10 07:29
GOOD I’m not sure why this took so long - I’ve been asking for this for years and it seems fairly basic. Now you can “search multiple special rates at the same time” - THANK YOU!! BAD It would be nice if the hotel specific info in the app matched what is on the website... I don’t find some of the icons very intuitive unless you use the app a lot. Back arrow on bottom right is just WRONG - plz read all the reviews complaining about this and move it the top left where it belongs! Lots of others also complaining that chat doesn’t work and I have to agree. I’ve tried using it many times and think someone has replied only once or twice. Most of the time when I ask why, the staff say they don’t know about it or they’re too busy. Might as well just remove it from the app! The app makes it very difficult to book an accessible room and to know exactly what you’re getting. It’s not offered when choosing a room type like most other hotel apps, only after entering your credit card info. It’s also really vague and lumps all accessible room types together.... (Not helpful since I want for a roll-in shower but don’t need hearing accessibility features.) No Apple Pay! Come on...
This app has a major flaw
by NCClaireYu on 2019/12/12 15:50
The app doesn’t allow me to book with my free night certificates. In the past, all I had to do is chose the Bonvoy member points rate option, the the system will automatically know I have free nights and apply it—apparently not anymore. My intention was to use my free rewards, and I thought the app would apply that as long as I chose the Bonvoy member point option, but the system used my actual points instead. I called the member phone line and the customer service associate told me I should have indicated this intension when I booked through the app. I told them there were no such options in the app, and they just insisted that there is one. Been a loyal platinum/gold member for years. Never had such a bad experience with anyone associated with Marriott until now. I would like to love the app, but the lacking free certificates option seems to be a major flaw.
Rating Trends
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All Versions
5.0
692,679 total
 5
625,585
 4
56,160
 3
5,274
 2
1,356
 1
4,305
Current Version (10.5.0)
5.0
683,987 total
 5
620,403
 4
55,229
 3
5,000
 2
989
 1
2,366
Version History
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