Mustang Sally

EVERYTHING is a struggle with BonFire. I called the Platinum Elite line to ask about Q4 Mega bonus points not posting on stays of 2 nights or more. The battle-axe that answered didn't want to hear the end of my question before proclaiming "IT'S CORRECT!" three times before allowing me to get a word in sideways. When she shut up for a minute and actually listened, she pointedly told me in a 'how dare you waste my time' tone) "it takes six weeks for points to post after a promotion."

Well, I've been told.

BonFire. Burning customer loyalty one hotel stay at a time. Breakfast not included.

MarTN

tbmancuso

Everything about... BONVOY and Marriott in general has been frustrating. The website shows little at best. REPRESENTATIVES WILL NOT TRANSFER TO A SUPERVISOR....EMAIL TO CUSTOMER SERVICE GO UNANSWERED!!!!!

MarTN

matravelguy

I just called in to Bonvoy customer service so that they could register me manually for the Q2 double points promo (the registration link wasn't appearing in my online account and the page errored out when I tried going directly there and logging in). I had two fun experiences.

1. Apparently Marriott now confirms your identity by asking you where your most recent stay was. The problem is that it has the wrong info for it! I suspect it's related to the fact that it takes forever for Marriott stays to post to your account now. So (especially?) if your most recent stay was very recent, the robot will refuse to validate your identity unless you can guess which stay Marriott thinks is most recent.

2. This may be related to point 1 (maybe it only happens if you fail to guess the right stay), but the robot might put you forward to a phone rep under the wrong credentials - the rep picked up and said "Hi, is this Mr. [Not-my-name]?" I corrected her and got her to the right account but she never asked for any other identity-confirming info, so I could presumably have proceeded as Mr. Someone-Else if I had wanted to.

FWIW, the robot did have the right name for me in step 1, so I don't think the inability to confirm the most recent hotel stay was because it was drawing the stay from the wrong account. I think it's because it was drawing the wrong stay from my account.

EuropeanPete

So this is how Skynet starts... Nobody ever suspected MARSHA.

hockeyinsider

I wouldn't always remember my last stay.

But regardless, Delta started doing something similar a couple months ago. They now ask you -- even if you're using the registered phone on your account -- for your date of birth, email address, mailing address or full legal name. I've protested on several occasions when I've been in an airport, on an airplane or somewhere public because folks could hear you say this information. For the same reason I've complained to credit card companies that occasionally ask me to confirm the last four digits of my Social Security number and my mother's maiden name.

RogerD408

Yes, many of these "knee jerk" reactions in an attempt to up the security is hilarious. My most funny one is back in the day I had an AT&T Calling Card that had a space for a signature and stated invalid unless signed! Hmmm, now when as there EVER been a means for an operator to check your signature and against what? As they say your security is only as good as your weakest link, and in this case it's their very own agents! If they would take the time to understand the working environment and address the lack of training, their security would be MUCH better. When I worked as a bank teller we were trained to pick random account info and not only expect a correct answer but to observe their demeanor while answering the question, If they had to look up the answer on crib notes it was time to call in security.

freqflyerbmw

Twitter support has gone downhill. It was great with SPG. Now I can't even get a response to messages to @MBOnvoyAssist.

MarTN

rylan

And another 2 weeks to get a response to a complaint to Marriott with feedback about their crappy website and broken functionality and errors when trying to search/book.

The first response took almost 2 weeks and was uselsss, so I replied stating so and that the info they gave me was irrevelant to my concerns... 2 weeks later I got another response that they are forwarding my feedback to the web design team. So another useless response. 1 month turnaround overall with zero helpful/useful responses and no resolution. Way to go Marriott

Toula

I think I've reached my limit on how much incompetence I can tolerate from Bonvoy. Called in to register for Double Points promotion but CSR told me I was not eligible as it did not show in my account. Had to tell her it was a promotion for everyone and she supposedly had to access a separate system to find it. So supposedly I am registered.

However add that to my missing Cat 4 credit card certificate, my husband not making platinum last year because they don't post stays that have been reported as missing, have to call in to correct points or claim missing points on every stay, points from Q42018 promotion not posting correctly, I have zero trust that points from future stays will post correctly and I despise having to waste my time following up mistakes of others. Marriott IT is totally abysmal and the care factor seems to be zero. I have a $3k stay coming up next week and think I'll move my stay elsewhere and let the hotel know why.

anteater

Ambassador Elite guest here (ex SPG Ambassador) and while we haven't had any troubles like many other guests have reported on here, it finally has affected us too. Stays and points have stopped posting to our account and even the Ambassador Service says "we must allow 10 business days for stays to post".

7 months into a merger that was known well in advance and to still have these kind of issues is ludicrous. For mandating $20k USD spend annually, I certainly should not need worry about manually verifying stay and point activity. I miss Starwood.

PointWeasel

Arne and Team are so out of touch with reality that they continue to minimize the ongoing challenges and I am confident we are still referred to as "noise around the edges.".

VXforever

How many of these "CASES" have been created???

Why can't these agents simply review the issue, solve it, and respond back?