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Marriott Bonvoy: Book Hotels App Complaints & User Negative Comments 2024
Marriott Bonvoy: Book Hotels app received 68 complaints, negative comments and reviews by users. Have you ever had a bad experience using Marriott Bonvoy: Book Hotels? Can you share your negative thoughts about marriott bonvoy: book hotels?
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Marriott Bonvoy: Book Hotels for Negative User Reviews
✓ Loved the staff!I found the staff at this Marriott to be friendly and helpful. I interacted with several, the were professional and had smiles, offering to always do more. They made sure we had everything we needed. No grouchy people here! The reason I rated only 3 stars was for cleanliness. When we stepped off the elevator it was clear the halls were not well vacuumed if at all. It doesn't look like it's done daily. The first thing I noticed in our room was that a tray table was pulled over the chair. When I pulled that away to sit, there were stains on the chair. The shower had a drip and the shower door had water stains at the bottom. The floors seemed not that clean and the corners had dust bunnies. I would stay here again, the location was convenient for our needs. The beds were super comfortable and clean and we had plenty of towels. The staff interactions we had were great, thank you!.Version: 10.22.0
✓ New updateGot new update today, app still does not work.Version: 10.55.0
✓ Good But Needs ImprovingThe 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..Version: 6.9.1
✓ Don’t call from Canada!!!The app repeatedly failed and couldn’t process my request. So it said to call customer service. ITS NOT A TOLL FREE NUMBER!!! And it’s not like their service is quick - I waited 20 minutes on hold and they STILL couldn’t process it. Absolutely terrible and no warning that it’s not toll free! I was surprised by a huge long distance charge on my phone bill. I have deleted the app and will no longer try to stay at Mariott properties, I’ll collect points at the other hotel big hotel chain who actually cares enough to provide toll free customer service..Version: 10.28.0
✓ Can’t open the app anymoreSince 3-4 days, the app open and immediately crash. My iphone 13 and apps are updated with the latest updates..Version: 10.54.1
✓ Customer service and room qualityThe people were very nice and accommodating when checkin. I had issues with our tv the 1st day, then someone tried to fix it but the repair didn't last. The next day the head engineer helped fix it, but it stopped working again so had to call for help again later that day. The next day it stopped working so I called again for help and couldn't get a response from the front desk. Unfortunately this has been a problem for our stay because it's a major inconvenience. The room cleanliness is very good, we were serviced daily. Beds are semi-firm, not the best and not the worst. The elevator is loud or the walls are thin so you can hear everything. Rooms are very small. Customer service is good on most days but after talking to several staff, your membership value grants you extra perks! Interesting to know next time I need a hotel. The last day I couldn't get a response to a repair request for the tv, maybe because I don't have the highest membership value or not enough staff. Interesting hotel!.Version: 10.53.2
✓ App not workingCloses immediately upon opening, reinstalled several times and still same issue..Version: 10.56.0
✓ Spring Hill Suites San AntonioWe came home exhausted from our get-away(supposed to be)relaxing weekend. The room was clean and had a lovely design but was so poorly thought out…sofa too hard/uncomfortable to sit on for any length of time…Frosted windows for doors/separators(that wouldn’t move/separate) defeating the purpose of the extra space as any light spread, keeping anyone from staying up later or using a night light… toilet leaked to an empty tank, so had to be flushed twice every time…thermostat would not work/set for longer than several hours, dropping back to 82 degrees and therefore, had to be reset every few hours all night long. Consequently, duvets probably sweat filled, but the only cover…clock was not correct and had no mechanism to set…shower head not adjustable to direct dribble of water and only two lonely bath towels…whatever is used to clean made both of us too stuffy to breath by morning. The ONLY saving grace was the lovely little lady in charge of the breakfast room, and we don’t eat breakfast, just joined our group. Seriously doubt you will see any of us again..Version: 10.15.0
✓ Hilton app is betterThe app is fidgety and glitchy. Often takes a day to find a new reservation made online. Doesn’t allow you to chose your room during mobile checkin like the Hilton app and most hotel’s don’t even offer the mobile key function. Overall just a slow app with not much function. Marriott should take a lesson from Hilton on this one..Version: 9.22.0
✓ New update does not workDownloaded new update today and it won’t open, says there’s a threat..Version: 10.54.2
✓ PointlessChat with hotel function is useless. Send a message. Wait for 15 minutes for a reply. Give up. Finally receive push notification of message. Click. Nothing. Try again. Nothing. Don’t bother — just make an international call to the hotel and deal with their mistake like its 1995.....😡 Checked out of hotel, still shows I need to check out. Nice. None of the requests I made via the app 2 days prior actually were actioned when I arrived. Those allergy free pillows? Nope. Could have been the actual hotel who disregarded but poor customer service all around. Overall looks pretty but doesn’t work as advertised, at least for the hotel I stayed..Version: 9.17.0
✓ Could be much betterI’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..Version: 8.5.2
✓ Cannot get folio/receiptsAlready 24 nights this year, for some reason I cannot download receipts from the app for any of the stays, always says unavailable. As a business traveller, now I have to individually call every hotel to get my receipt.Version: 10.23.0
✓ Worst app since updated to BonvoyApp worked fine then was upgraded without choice to the new bonvoy platform, since then my nights dont get added in full, some stays not at all, complained by email and get fobbed off. Will look for another rewards platform for my business stays.Version: 9.0.1
✓ Updated. Lost all my bookings. Thanks a bunch!This app is terrible. SPG was awesome, kept all my bookings at hand and was a breeze to navigate. The first version of the Marriott app was not as good but at least had my bookings. Today it made me update and all it kept was my points. I guess they’ll be fine with next update. Argh. Really making my holiday easy. NOT..Version: 9.3.1
✓ No use for current staysWanted to order room service and was told from the menu I could download the app or call. After downloading the app there’s no way at all to order room service. I’m guessing you need to have already booked your stay using your membership number or whatever this signed me up for. I wish I could just order room service online or using an app without all this faff..Version: 10.12.0
✓ Fantastic way to have your personal data stolenLots of apps out there promise shoddy security, indifference to privacy and prioritizing corporate convenience over protection of personal data, but few deliver like Marriott! With almost half a billion users’ info now stolen over the course of years, Marriott has shown it takes the job of being careless with customer data seriously. Way to go, Marriott! And thanks for letting thieves get hold of my account info!.Version: 8.4.1
✓ App Defaults to Pre-Pay NO REFUNDWhen 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..Version: 9.26.0
✓ Threat warningWill not allow access to my account. Very disappointing..Version: 10.54.2
✓ App will not respondThis app continues to not be fully tested. Finding a missing stay has two experiences depending on which page you request from; ironically both will not let you enter a stay date correctly. On native page, date dial selection resets to today’s date as soon as you stop “dialing,” and the responsive site won’t let you manually enter dates, and won’t take my selection in the calendar feature. So, that’s frustrating. So now I have to call. Last time I used this, the directions for using my free stay certs did not work, and I could not find a way to use the free stay certs unless I manually called. Highly suggest you solicit feedback on the pages in case something is not working right. There is not enough testing being done on this app, and user feedback would help you to make this a 5 star app in no time, and significantly decrease calls to help desk..Version: 10.6.0
✓ Greatest service.This hotel superseded our expectations with service and hospitality. The utmost respectful staff and service I have experienced in the hospitality industry. We will definitely be back..Version: 10.55.0
✓ Marriott AppThe 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..Version: 8.1.0
✓ App won’t let you use local currency but accepts Rubles…This has to be the only hotel chain app where there is only about 5 currencies to choose from…. Oh and one of them is Rubles?! I’ll still with the other chains that let me use NZD so I know what I’m actually spending. How ridiculous.Version: 10.31.0
✓ I miss the old SPG app...My advice to the developers would be threefold. First is to make the overall design more intuitive. It is trying so hard to be sleek that it is hard to navigate to anything. Second, it does not sync up with my actual travel well at all. I travel for work and move from property to property. I checked out of one hotel this morning and into another this afternoon, and hours later it is still displaying me as being at the first hotel, so I can’t access any services for the property where I actually am. Finally, I miss the old SPG app/site ability to book multiple rooms but put each room under a different name/Bonvoy number. When booking travel for myself and my colleagues, my only option on the app is to book everyone under my name/account and then at check in we have to split the reservation up. SPG used to let me make a single reservation but have each room assigned to a unique guest name/SPG - would be lovely to have that feature back instead of jumping through hoops at check-in..Version: 9.2.0
✓ Cannot display correct currencyThe price is not the important factor in deciding if someone will book with your service? And just cannot get the correct currency to display in certain countries?.Version: 10.34.0
✓ Key flaws that destroy your stay experienceKey doesn’t work with Apple wallet, which means every time you want to use it, you need to see that stupid animation to open the app. On the watch, it’s unusable because the app keeps getting logged out. Want to go to the gym? Get your phone too because you’ll be locked out via the watch. On top of it, it keeps losing your reservations made elsewhere (Egencia) every now and then, so you have to go and add them manually again. The messaging feature is poorly crafted, looks like you’re using MSN messenger in 1995.Version: 10.54.1
✓ Not as Good as the Hilton AppI appreciate that you can check in and access your room (digital key) using the app. However, the booking process is severely lacking. You can’t add a guest name to your reservation so they can arrive ahead of you if traveling separately. And you can’t share your digital key (which doesn’t work as reliably as the Hilton version). Two features that are essential. I WANT to switch my top use to Marriott and have been trying but for these two reasons find myself going ahead and booking with Hilton when I’m not traveling alone. Also, if you book multiple rooms there’s no way to choose a different room type or bed conference for each room. So if you select king for the first room, you get king for all the rooms. The reason I like to use the app I do not want to have to go to the front desk or call. At all. I don’t with Hilton but I do with Marriott. Also, Hilton let’s you select your room at check in which is very nice..Version: 10.49.0
✓ Address Details in Local LanguageWhy don’t you have hotel address details in the local language? When I show up in the middle of nowhere and need a cab to take me to where I need to go - English and a silly pin on a map won’t do. Also, bug and app crashes have been rife of late. Please fix!!.Version: 9.7.0
✓ Poor hotel booking experienceSince the last few upgrades the booking experience on the app is awful. Finding standard flexible rates for a room has become very difficult. It appears to vary hotel to hotel. I have now reverted to booking online rather than via the app. Very disappointing, especially as I book over 100 nights stays during the year..Version: 10.61.0
✓ What happened to the app?!?!Simply it no longer works. Has worked for years and then onslaught of error messages. My iPhone 12 Pro has most up to date iOS and I have uninstalled and reinstalled several times and still cannot get it to work. Tried to submit a “Report a problem” and that isn’t available either. HELP!!!!.Version: 10.56.0
✓ A good startThere are a few things I'd like to see for this app: 1.) A full-function MacOS Apple Silicon version, 2.) Filter options when searching the map, to refine by rating (with a precision of 0.1 stars), hotel type (e.g. extended stay), or hotel brand (e.g. Towneplace Suites), 3.) better flow in the booking/search process - particularly on the screen where "rooms/guests per room/dates of stay" are selected. The option to have the app remember my selections on that screen, even if only for ~24 hours, or just the app-use session, would be helpful, 4.) if I click on a hotel on the map, then click "select this hotel", I'd prefer if the app would still allow me to navigate "back" to my original search results (my position on the map). Often when I click "select this hotel", it's just to see the available room tyles and rates. And, finally, 5.) I would appreciate the option (explicit opt-in only, for security), to allow my Apple (or other) watch to unlock my room, independently of my phone - assuming it's connected to the internet by itself. This would be useful for going swimming, when I'd prefer to just wear my watch, leaving my phone in my room. The app is otherwise quite good. Major props to the developers for allowing "select from the map", without specifying any location first. Nice..Version: 10.27.0
✓ App no longer works from MiTM threatThe app was good when it worked. Has been crashing for a while now.Version: 10.55.0
✓ Marriott MobileI was glad when I checked in to hear that they had started to clean the rooms on a daily basis if wanted. I quickly informed them that I would love to have it cleaned every day. I was at the hotel for about three weeks and the first week they forgot to clean my room 3 times. The 2nd week they forgot two times so far the third week they have done it every day and have put a maid on the room that is one of the best at this location Prior to the current maid the previous maids would forget things almost every day a lot of times things were left missing like towels, wash rags, toilet paper, shampoos were empty for several days. But overall, it was very good to find out that they are trying to clean them each day. The quality of training and inspections needs to definitely improve especially for the main brand Marriott..Version: 10.53.1
✓ Not ImpressedNot sure the real purpose of the app, have never seen any benefit to the mobile check in, also twice today when using the mobile check in it show me as a gold elite member getting an upgrade once on the app and once via a message from the app, I asked after receiving the message to which the reception at the Grosvenor House said it was probably because I did a mobile check in, really confused this app certainly needs reworking.Version: 8.6.2
✓ Joined but can’t log in!Having joined at the Royal Meridian Beach Resort and Spa in Dubai 2022 I am returning there this year and went to sign in - not a chance - the app says it recognises my email address but does not associate my name to it. I am therefore stuck I can’t reset my password and I can’t re register and there is no one to contact to sort this mess out.Version: 10.54.1
✓ DON’T modify your reservation on the app!Terrible tricky UI/UX. This coming from a UI/UX designer. I had 2 nights booked at the JW. I decided to look into adding a 3rd night. The app has a button that says ‘update’ after the date entry that you have to click just to see the new prices for the changed dates. The rooms show the updated price/night and also shows ‘total per room’ with another button next to each room type that also says ‘update’. So you would think, just like the first button that says ‘update’, that it would just lead to more info but NOPE - it actually just submits your change as final with no review. And worse yet, ‘total per room’ is not the final price. You don’t get to see that amount before your change is submitted unless you calculated resort fees on your own on the screen before. They’re tricky! They show ‘final TRIP total’ everywhere else in the app but here apparently. In the end I’ll end up paying more than double for my trip for just trying to add 1 night. I tried to call customer service and the lady was SO rude and can’t change it back even though she said all the history is in the same confirmation number. So if you want to add nights, just start another new reservation for those dates instead of modifying an existing one and save a few hundred. If this stay weren’t for a birthday kid, I’d cancel on this terrible experience all around!.Version: 10.23.0
✓ Disappointed with experience.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..Version: 9.9.0
✓ App will not openI have tried cannot even open this app - I receive an error message that is cannot open due to security issue with my internet or that I have a web proxy enabled (error 6209:D927). It immediately shuts down. VPN is disabled. No other app I have installed has this issue. Don’t bother with the app - just log in via the website.Version: 10.59.1
✓ Learn from HiltonApp works great if all you want to do is track your points and reserve a room. If using for checking in most Marriots still require you to physically check in before they release the mobile key. Often they even need to swipe your credit card again. Next issue is you have less than a 50% chance that the mobile key will even work and the times it does work your not sure since it is so slow. I called support on this once and they blamed my new iphone, which btw worked perfectly at Hilton. Checking out is almost as bad. I travel for work yet they cannot seem to ever email my receipt to me unless I visit the front desk when leaving and specifically requesting it. The app says receipts are available there but it takes weeks to show up. I need these for expense reports asap. When i use the Hilton process i have a receipt in my inbox before i get to my car. I get much of this is not the apps fault itself but how can Hilton do it so well and Marriot so bad. This is not rocket science. Marriot i like your points but your app workflow is awful..Version: 10.42.0
✓ RIP Off PricesThis is a good app in the sense of viewing hotels, easy to book the hotels etc, but always check the prices against the Marriott website. For what ever reason the app is always £5-20 per night more expensive then Marriotts own website for the same room and deals...... why????.Version: 9.25.0
✓ SPG is deadSo if you followed my reviews I have been sceptical on the app and migration to Marriott. This app proves it, you would think it was tested but no, full of 400 errors, is completely North American focused, no contacts for example regionally. Same poor UI and generally bad app. In the Apple eco system anything under 4 rating is a fail and this app is 2.8 in the App Store. It matches the web version which - wait for it - is not compatible with Safari on Mac. Yep, it’s 2008 again. The worlds newest, largest, hotel chain can’t spend any money to build a decent on line experience. Does not bode well for when you finally make it to thier bricks and mortee doorway.Version: 9.0.0
✓ Great app just got annoying with pop up messagesI used to love the Marriott App. Until the most recent update. Everytime I open the app - to open my room door for example - I get a pop - up message prompting me to turn on notifications. I don’t want notifications but the app prompts me many times a day to enable them when I just want to open my hotel room door. Please: give me a way to turn off your annoying messages..Version: 10.62.0
✓ Where great features go to dieWith 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..Version: 8.1.1
✓ Man in the middle attackFor some reason the latest app I’ve downloaded/updated is now reporting I have a man in the middle attack. It doesn’t matter what network I’m on. Either home WiFi or cellular. I have had Norton 360 on all my devices including my iPad 12.9 pro as well as the Secure VPN. My iPad Marriott app works on my iPad but no longer works on my iPhone 11. There is no other way to report this than here. I am a Loyal Marriott Bonvoy (Titanium) and MVC (Presidential) member. There are many problems with the app, but even worse is the fact that I have 10 suite awards and can’t seem to get them accepted at most if not all Marriott properties. Yes, I am very disappointed in what Marriott has become, after spending 10’s of thousands of dollars in MVC as well as almost exclusively using Marriott properties. I’ve been to many properties across the country and Europe. A very bad example of a Marriott property was Fairfield Inn and Suites in Hattiesburg Mississippi. You should be embarrassed to own that property. So please, Fix the app and have someone on the corporate level do inspections on your properties. It seems the bigger Marriott becomes, the worse the facilities get. Of course there are great Marriott properties. Those are normally financially out of reach to many of your potential patrons..Version: 10.54.2
✓ Was working until August 3rd then stoppedAfter the update on Aug 3rd it no longer opens.Version: 6.6.0
✓ Could handle password changes betterMarriott 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..Version: 9.11.0
✓ Poor Design and Functionality, MARRIOTT PLEASE LISTENThis 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).Version: 9.0.0
✓ MiTM attack - why can’t Marriott fix their APP to allow Norton VPN ????My APP stopped working on my iPhone. I’ve deleted and reinstalled APP twice, shutdown phone , logged out and in, nothing works!! Very frustrating and now have to use my Sign-in Acct on my wife’s phone. Come on Marriott, figure out what’s wrong with your APP already!!.Version: 10.55.0
✓ Unable to use app since latest updatesI am a long time Marriott Bonvoy member and try to stay exclusively at Marriott brand hotels for both business and personal travel. I have come to depend on the Bonvoy app. The app has become unreliable and unusable recently. When I try to utilize the app, I am receiving “Man in the Middle” warnings and the app doesn’t even open up. This even happens when I am on my own home network which is secure. It also happens when I am even using a VPN to secure my phone. Right now your app is useless and there doesn’t seem to be a way to get assistance. Hoping this review gets the job done. *** Supplemental Review I received this same, unhelpful, response to my prior review regarding the issue currently being experienced by many based upon similar recent reviews. “Hello, thank you for your review; we are sorry that you saw this error and we are working to resolve it. Please check any security software apps on your device for web proxy settings and disable these settings to avoid this issue. Thank you as always for using the Marriott Bonvoy app.” I am not an IT person, so telling me to “check any security software apps on your device for web proxy settings and disable these settings” is useless. Please tell me where to find find these web proxy settings and how to disable them. And, if they are part of my security software, is it wise to disable them if they are part of what is providing security on my phone?.Version: 10.55.0
✓ Useless appStaying at a Marriott hotel in Reims & decided to download app. Didn’t remember if I was a member or not so filled in forgotten password option - whereupon it told me my account was not activated for online access. So I tried the join option - where I’d told me this email was already in use. Tried the Catch 22 a couple more times and gave up - that was 30 minutes of my life I’ll never get back. Waste of time.Version: 10.35.0
✓ Poor appHave missed 3 stays on app that did not reflect my points. Addressed via email to Marriott and never received any communication to have these points rectified..Version: 10.54.1
✓ Not compatible with NortonPrevious release would not run if Norton was active (had to deactivate Norton every time to use the app). This new version still has the same issue (MiTM error) when will it be fixed?.Version: 10.55.0
✓ Can’t open appThe latest version of the app will not allow me to open it. The landing screen appears with a dialogue box saying there is a security issue and closes the app after a few seconds. I do not have a problem with any other app. Please fix..Version: 10.56.0
✓ Apps crashed after the updateOpen the app and got a message saying detected a MiTM threat. For your protection, please switch networks, close and reopen the app. Support ref: 6510, 6209:477B. Install and reinstall got the same issue. Turn off WiFI and use mobile network, still the same problem. Another cellphone uses the old version of apps has no issue accessing the apps using the same networks..Version: 10.54.2
✓ Won’t accept apostrophesI can’t check in for my room because the app rejects my surname (containing an apostrophe) - says it’s an “invalid character” (tried both omitting the apostrophe and entering a space instead). The confirmation email contains an apostrophe but the app won’t accept it. Also frustrating that the hotel’s email (suggesting you check in on the app) doesn’t include the confirmation number, so you have to fiddle about to find it on the original confirmation weeks ago. Only gives an American phone number for help, not much use in Europe (I’m British, in Britain, booking a British hotel, why does it only give me an American contact number?). Can’t find a weblink in the email to check in without using the app. Went to the webpage manually, it still can’t find my booking (yet you’ve just sent me an email reminding me of my reservation). Hopeless. Deleting..Version: 10.46.0
✓ App has “security issue” and closesFor several months, since Apple updated to iOS 17, the Marriott app won’t work. It reads, “Marriott detected a MiTM threat. For your protection, please switch networks, close and reopen the app. Support REF: 6510, 6209:C883. I have tried everything including uninstalling and reinstalling the app (twice) and it’s still not working. Marriott, fix your app! I’ve been travelling a lot for work and this is getting REALLY inconvenient..Version: 10.55.0
✓ Poor Management:DiscriminationThe 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.Version: 9.24.2
✓ App crashes immediatelyGenerally a great app, but the latest update just causes the app to crash immediately. When you click the icon, the Marriott splash page comes up - and then the app immediately shuts down. Im on the latest iOS and app versions on iPhone 12. Used to work fine but something seems to have gone wrong with the latest update. Devs?.Version: 10.42.0
✓ App is inconsistent and promotional programs are significantly behindAfter 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..Version: 8.3.0
✓ Way behind compared to Hilton Honors AppThis 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..Version: 9.3.1
✓ Be careful with cancellationsI have elite status with Marriott, and regularly use this app (100s of bookings). It seems super convenient, but my advice is to be very careful - the behaviour is not always consistent across hotels. For example, it is easy to sometimes mistakenly book non-refundable bookings under the “standard” label - to me this is a deceptive practice on the part of some hotels since “standard” bookings are usually refundable up to 1-2 days prior to arrival. Also I have had several examples of the cancel button not working after I clicked it. The booking disappears from the app, then suddenly reappears a few days later. I then subsequently have to beg the hotels to allow me to cancel without penalty, which isn’t always successful (since they assume it’s my fault), resulting in $100s of losses. So always check the cancellation terms very carefully, and if you do cancel with the app, ALWAYS ensure you receive an email with a cancellation confirmation number..Version: 10.26.0
✓ Good for bookings not check inNice app. Easy to make bookings on but terrible experience for check in once you arrive at the hotel. I spent time checking in while in the taxi to the hotel to then find out I had to spend more time doing it all over again with the agent at the front desk! So instead of making my life easier it didn’t and I had to spend twice the amount of time as in the traditional way of doing it..Version: 10.17.0
✓ App won’t openI keep getting an error message and then app shuts down. Won’t even open enough to log out. What can I do?.Version: 10.55.0
✓ MiTM Network Threat BugYour app thinks there is a network threat and crashes. What’s the problem that you can’t get this resolved? Need this app to work for my upcoming trip..Version: 10.55.0
✓ A failure redesign1. Why is this app pushing so many notifications!!!!! They are useless and very annoying. 2. The booking interface is poorly designed; why not show rates under classified room types as before? It is very hard to find the most suitable room type under the lowest rate nor is finding the desired rate eg parking package. 3. Also, the booking interface is not smooth when scrolling. 4. How do I use the suite night awards now? Haven’t figured that out..Version: 10.64.0
✓ Does not work as advertisedI recently used the Marriott Bonvoy app on two business travel stays. The app functionality was one of the reasons I chose the hotel. I particularly liked the idea of mobile check in, mobile room key and receipts being available for download from the app. None of these features work as advertised. Mobile check in advises you that you will receive a notification when your room key is ready. This never came. I was advised at the front desk that in fact visitors must sign in with reception, even if they have used mobile check in. This defeats the object entirely from the visitor’s point of view. The mobile room key worked for the room only and not for the elevators or fitness centre, so it was still necessary to collect plastic keycards from reception and carry them at all times. I have some kind of weird forcefield around me that wipes keycards so this was a massive disappointment for me. Receipts are not available in my account and, because I made the mistake of using mobile check out after my first stay in the expectation of receiving the receipt in the app, I have no receipt to support my expense claim. The reservations email address has not responded to my requests for a copy receipt. When this works it will be a big attraction for me to stay with Marriott hotels, but right now I don’t think it’s actually ready for release..Version: 9.20.0
✓ MITM threatApp does not work on iOS 17.0.3. Says there’s an MITM threat. Delete app, reinstall and still doesn’t work.Version: 10.54.2
✓ App not workingCan’t access my reservations..Version: 10.56.0
🙂 Marriott Bonvoy: Book Hotels Positive Reviews
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⛔ Marriott Bonvoy: Book Hotels Problems
