I hate to admit but I a loyal Marriott Bonvoy member who has traveled around the world. I started out as a SPG member and then was folded into the Bonvoy world after they acquired all the Starwood properties and programs. Recently, I have found myself questioning the value of my loyalty to Marriott.
While the program boasts a plethora of benefits – free nights, elite status, and exclusive perks – the reality often falls short of expectations.Here are a few of my gripes:
1. Devaluation of Points: Marriott has a history of devaluing points, making it harder to redeem them for free nights or upgrades. This can feel like a bait-and-switch, leaving loyal members feeling cheated.
2. Erratic Award Availability: Securing award nights can be a frustrating experience. Prime dates and popular properties are often booked solid months in advance, leaving members with limited options.
3. Inconsistent Elite Status Recognition: Even with elite status, the benefits can feel inconsistent. Upgrades are often denied, lounge access can be limited, and personalized service seems to be an afterthought. Even when I complained about the lack of recognition, the Bonvoy customer service reps only apologize. Basically, they say it is up to the local property to decide how best to proceed.
4. Confusing Award Charts and Blackout Dates: The award chart system can be complex and confusing, with ever-changing rules and blackout dates that make it difficult to plan and redeem points effectively.
5. Limited Flexibility: The program often lacks flexibility. Changing or canceling reservations can be a cumbersome process, and points can be difficult to transfer or share.
6. Lack of Transparency: It’s often unclear how points are earned and how elite status is determined. The program’s terms and conditions can be lengthy and convoluted, making it difficult for members to understand their rights and benefits.
7. Customer Service Challenges: Reaching a helpful customer service representative can be a frustrating ordeal. Long wait times, automated systems, and inconsistent service levels leave members feeling unheard and undervalued.
The Bottom Line:
While the Marriott Bonvoy program offers some attractive benefits, the frequent devaluations, limited award availability, and inconsistent service leave a lot to be desired. It often feels like the program prioritizes revenue generation over member satisfaction. You also get the feeling that Marriott cares solely about its property partners and not its loyalty members.
What are your experiences with the Marriott Bonvoy program? Do you feel valued as a loyal member?