Bonvoy Reservations Incompetence
Jan 27, 2021, 5:18 pm
#1
Original Poster
Join Date: Apr 2000
Location: Palm Beach/ New England
Programs: AA EXP 3MM, DL GM, Marriott Platinum
Posts: 4,382
Bonvoy Reservations Incompetence
I've just spent two frustrating hours with three different Marriott agents. In the end, what I wanted was not accomplished, and I am back at square zero with a cancelled reservation. Actually, Marriott has made it worse than zero, as they have somehow lost 18,000 of my points in their SNAFUs.
1. Made a two-night domestic reservation online last week -- points redeemed. Confirmed it on Marriott.com (because everything I do with Marriott requires a verification step -- see below for validation).
2. Slight change in arrival date, need to expand to three nights.
3. Second party in group will be arriving early - he needs to check in under own name (completely different last names)
4. From experience, I know this cannot be accomplished online (why?), so I call Bonvoy. I'm Platinum, so at least they answer promptly.
5. First agent hangs up on me as I am starting to explain what I want to do... No matter, as there appeared to be serious language challenges. I call again.
6. Second agent and I go through the preliminaries. I explain I want to make TWO changes to an existing reservation. First, the date change. She says she needs to cancel and rebook, which is fine. After she is done with that she tries to transfer me to some salesperson for Marriott Vacation Club. I stop her and tell her we need to make the second change, adding another party to the reservation. She says she doesn't know how to do that, so she'll need to cancel the new reservation and have someone assist her with yet another new reservation.
7. After ten minutes on hold, she claims it's compete. I ask her to validate that the second name is on the reservation. She says, no it's not, but they won't care at check-in. (This is BS, I have been burned by this before, and furthermore, what just happened that took ten minutes?).
8. She puts me on hold and does the whole reservation for a fourth time. Gives me the new confirmation number and we say good-bye.
9. I check Marriott.com...
a. Problem 1. There are a series of debits and credits that don't total correctly -- I am unsure at this point why...
b. Problem 2. Two 50,000 point certificates are missing. Sure enough, they were used for two of the nights (at a 20,000 point property) Nice Try Bonvoy.
c. I cancel the reservation online. Thankfully the certificates re-appear. But...
d. The credits and debits still do not match -- there should be a net zero now as no reservation exists (double checked that also), but I am still down 18,000 points.
10. Try to call Marriott again, and I give up after the first agent cannot follow this long chain of events. "Call back during business hours (it's 6pm, really?) to get someone who can help with this complex problem." Self-admission of incompetence. Yikes.
Why cannot the customer indicate the names of the guests in his party while making online reservations?
Why cannot dates be changed easily online without cancel and rebook?
Why would agents redeem 100,000 points of certificates for a 40,000 point value -- smells to me like dishonest business practices.
1. Made a two-night domestic reservation online last week -- points redeemed. Confirmed it on Marriott.com (because everything I do with Marriott requires a verification step -- see below for validation).
2. Slight change in arrival date, need to expand to three nights.
3. Second party in group will be arriving early - he needs to check in under own name (completely different last names)
4. From experience, I know this cannot be accomplished online (why?), so I call Bonvoy. I'm Platinum, so at least they answer promptly.
5. First agent hangs up on me as I am starting to explain what I want to do... No matter, as there appeared to be serious language challenges. I call again.
6. Second agent and I go through the preliminaries. I explain I want to make TWO changes to an existing reservation. First, the date change. She says she needs to cancel and rebook, which is fine. After she is done with that she tries to transfer me to some salesperson for Marriott Vacation Club. I stop her and tell her we need to make the second change, adding another party to the reservation. She says she doesn't know how to do that, so she'll need to cancel the new reservation and have someone assist her with yet another new reservation.
7. After ten minutes on hold, she claims it's compete. I ask her to validate that the second name is on the reservation. She says, no it's not, but they won't care at check-in. (This is BS, I have been burned by this before, and furthermore, what just happened that took ten minutes?).
8. She puts me on hold and does the whole reservation for a fourth time. Gives me the new confirmation number and we say good-bye.
9. I check Marriott.com...
a. Problem 1. There are a series of debits and credits that don't total correctly -- I am unsure at this point why...
b. Problem 2. Two 50,000 point certificates are missing. Sure enough, they were used for two of the nights (at a 20,000 point property) Nice Try Bonvoy.
c. I cancel the reservation online. Thankfully the certificates re-appear. But...
d. The credits and debits still do not match -- there should be a net zero now as no reservation exists (double checked that also), but I am still down 18,000 points.
10. Try to call Marriott again, and I give up after the first agent cannot follow this long chain of events. "Call back during business hours (it's 6pm, really?) to get someone who can help with this complex problem." Self-admission of incompetence. Yikes.
Why cannot the customer indicate the names of the guests in his party while making online reservations?
Why cannot dates be changed easily online without cancel and rebook?
Why would agents redeem 100,000 points of certificates for a 40,000 point value -- smells to me like dishonest business practices.
Jan 27, 2021, 5:51 pm
#2
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,159
I've just spent two frustrating hours with three different Marriott agents. In the end, what I wanted was not accomplished, and I am back at square zero with a cancelled reservation. Actually, Marriott has made it worse than zero, as they have somehow lost 18,000 of my points in their SNAFUs.
1. Made a two-night domestic reservation online last week -- points redeemed. Confirmed it on Marriott.com (because everything I do with Marriott requires a verification step -- see below for validation).
2. Slight change in arrival date, need to expand to three nights.
3. Second party in group will be arriving early - he needs to check in under own name (completely different last names)
4. From experience, I know this cannot be accomplished online (why?), so I call Bonvoy. I'm Platinum, so at least they answer promptly.
5. First agent hangs up on me as I am starting to explain what I want to do... No matter, as there appeared to be serious language challenges. I call again.
6. Second agent and I go through the preliminaries. I explain I want to make TWO changes to an existing reservation. First, the date change. She says she needs to cancel and rebook, which is fine. After she is done with that she tries to transfer me to some salesperson for Marriott Vacation Club. I stop her and tell her we need to make the second change, adding another party to the reservation. She says she doesn't know how to do that, so she'll need to cancel the new reservation and have someone assist her with yet another new reservation.
7. After ten minutes on hold, she claims it's compete. I ask her to validate that the second name is on the reservation. She says, no it's not, but they won't care at check-in. (This is BS, I have been burned by this before, and furthermore, what just happened that took ten minutes?).
8. She puts me on hold and does the whole reservation for a fourth time. Gives me the new confirmation number and we say good-bye.
9. I check Marriott.com...
a. Problem 1. There are a series of debits and credits that don't total correctly -- I am unsure at this point why...
b. Problem 2. Two 50,000 point certificates are missing. Sure enough, they were used for two of the nights (at a 20,000 point property) Nice Try Bonvoy.
c. I cancel the reservation online. Thankfully the certificates re-appear. But...
d. The credits and debits still do not match -- there should be a net zero now as no reservation exists (double checked that also), but I am still down 18,000 points.
10. Try to call Marriott again, and I give up after the first agent cannot follow this long chain of events. "Call back during business hours (it's 6pm, really?) to get someone who can help with this complex problem." Self-admission of incompetence. Yikes.
Why cannot the customer indicate the names of the guests in his party while making online reservations?
Why cannot dates be changed easily online without cancel and rebook?
Why would agents redeem 100,000 points of certificates for a 40,000 point value -- smells to me like dishonest business practices.
1. Made a two-night domestic reservation online last week -- points redeemed. Confirmed it on Marriott.com (because everything I do with Marriott requires a verification step -- see below for validation).
2. Slight change in arrival date, need to expand to three nights.
3. Second party in group will be arriving early - he needs to check in under own name (completely different last names)
4. From experience, I know this cannot be accomplished online (why?), so I call Bonvoy. I'm Platinum, so at least they answer promptly.
5. First agent hangs up on me as I am starting to explain what I want to do... No matter, as there appeared to be serious language challenges. I call again.
6. Second agent and I go through the preliminaries. I explain I want to make TWO changes to an existing reservation. First, the date change. She says she needs to cancel and rebook, which is fine. After she is done with that she tries to transfer me to some salesperson for Marriott Vacation Club. I stop her and tell her we need to make the second change, adding another party to the reservation. She says she doesn't know how to do that, so she'll need to cancel the new reservation and have someone assist her with yet another new reservation.
7. After ten minutes on hold, she claims it's compete. I ask her to validate that the second name is on the reservation. She says, no it's not, but they won't care at check-in. (This is BS, I have been burned by this before, and furthermore, what just happened that took ten minutes?).
8. She puts me on hold and does the whole reservation for a fourth time. Gives me the new confirmation number and we say good-bye.
9. I check Marriott.com...
a. Problem 1. There are a series of debits and credits that don't total correctly -- I am unsure at this point why...
b. Problem 2. Two 50,000 point certificates are missing. Sure enough, they were used for two of the nights (at a 20,000 point property) Nice Try Bonvoy.
c. I cancel the reservation online. Thankfully the certificates re-appear. But...
d. The credits and debits still do not match -- there should be a net zero now as no reservation exists (double checked that also), but I am still down 18,000 points.
10. Try to call Marriott again, and I give up after the first agent cannot follow this long chain of events. "Call back during business hours (it's 6pm, really?) to get someone who can help with this complex problem." Self-admission of incompetence. Yikes.
Why cannot the customer indicate the names of the guests in his party while making online reservations?
Why cannot dates be changed easily online without cancel and rebook?
Why would agents redeem 100,000 points of certificates for a 40,000 point value -- smells to me like dishonest business practices.
If any consolation, the Ambassador line is no better. Most likely the same incompetent agents answer all the lines anyway.
Good luck. You will need it..... Haha
Jan 27, 2021, 9:07 pm
#4
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,088
I've just spent two frustrating hours with three different Marriott agents. In the end, what I wanted was not accomplished, and I am back at square zero with a cancelled reservation. Actually, Marriott has made it worse than zero, as they have somehow lost 18,000 of my points in their SNAFUs.
...
...
We are sorry to hear about your experience when changing the redemption booking and missing points after cancellation. If you send a Private Message with your full name and the confirmation number for your reservations, we'd be happy to assist.
Best regards,
Carrie L
Specialist Social Media
Marriott International
[email protected]
Jan 28, 2021, 2:25 am
#5
Join Date: Jun 2011
Location: Switzerland
Programs: Bonvoy LT Gold, IHG Gold, BAEC Silver, TP Silver
Posts: 1,495
Why cannot the customer indicate the names of the guests in his party while making online reservations?
The date change is sometimes a mess indeed..... it's a hit or miss...
Jan 28, 2021, 6:54 am
#7
FlyerTalk Evangelist
Join Date: Jul 2005
Location: Seat 2A
Programs: AA EXP LT GLD 1MM, BA GLD, NH/UA*G, Hyatt Dia, Marr Tit LT PLT, IHG Spire,HH Dia, MGM NOIR,Hertz PC
Posts: 10,571
You should have have done all this online. Cancel, make a new reservation, add the name of the second guest in the comment field.
As soon as these agents touch it it's a recipe for disaster.
As soon as these agents touch it it's a recipe for disaster.
Jan 28, 2021, 12:20 pm
#8
Original Poster
Join Date: Apr 2000
Location: Palm Beach/ New England
Programs: AA EXP 3MM, DL GM, Marriott Platinum
Posts: 4,382
Regarding the Comments field... I would feel reassured if Marriott did like Hilton and had an "additional guest name" entry field for every reservation. Believe it or not, a lot of spouses as well as all sorts of other possible guests, do not use their husband's last name -- the whole presumption that all guests will have the same surname is just archaic.
Jan 28, 2021, 4:00 pm
#9
Join Date: Aug 2007
Posts: 689
I've just spent two frustrating hours with three different Marriott agents. In the end, what I wanted was not accomplished, and I am back at square zero with a cancelled reservation. Actually, Marriott has made it worse than zero, as they have somehow lost 18,000 of my points in their SNAFUs.
1. Made a two-night domestic reservation online last week -- points redeemed. Confirmed it on Marriott.com (because everything I do with Marriott requires a verification step -- see below for validation).
2. Slight change in arrival date, need to expand to three nights.
3. Second party in group will be arriving early - he needs to check in under own name (completely different last names)
4. From experience, I know this cannot be accomplished online (why?), so I call Bonvoy. I'm Platinum, so at least they answer promptly.
5. First agent hangs up on me as I am starting to explain what I want to do... No matter, as there appeared to be serious language challenges. I call again.
6. Second agent and I go through the preliminaries. I explain I want to make TWO changes to an existing reservation. First, the date change. She says she needs to cancel and rebook, which is fine. After she is done with that she tries to transfer me to some salesperson for Marriott Vacation Club. I stop her and tell her we need to make the second change, adding another party to the reservation. She says she doesn't know how to do that, so she'll need to cancel the new reservation and have someone assist her with yet another new reservation.
7. After ten minutes on hold, she claims it's compete. I ask her to validate that the second name is on the reservation. She says, no it's not, but they won't care at check-in. (This is BS, I have been burned by this before, and furthermore, what just happened that took ten minutes?).
8. She puts me on hold and does the whole reservation for a fourth time. Gives me the new confirmation number and we say good-bye.
9. I check Marriott.com...
a. Problem 1. There are a series of debits and credits that don't total correctly -- I am unsure at this point why...
b. Problem 2. Two 50,000 point certificates are missing. Sure enough, they were used for two of the nights (at a 20,000 point property) Nice Try Bonvoy.
c. I cancel the reservation online. Thankfully the certificates re-appear. But...
d. The credits and debits still do not match -- there should be a net zero now as no reservation exists (double checked that also), but I am still down 18,000 points.
10. Try to call Marriott again, and I give up after the first agent cannot follow this long chain of events. "Call back during business hours (it's 6pm, really?) to get someone who can help with this complex problem." Self-admission of incompetence. Yikes.
Why cannot the customer indicate the names of the guests in his party while making online reservations?
Why cannot dates be changed easily online without cancel and rebook?
Why would agents redeem 100,000 points of certificates for a 40,000 point value -- smells to me like dishonest business practices.
1. Made a two-night domestic reservation online last week -- points redeemed. Confirmed it on Marriott.com (because everything I do with Marriott requires a verification step -- see below for validation).
2. Slight change in arrival date, need to expand to three nights.
3. Second party in group will be arriving early - he needs to check in under own name (completely different last names)
4. From experience, I know this cannot be accomplished online (why?), so I call Bonvoy. I'm Platinum, so at least they answer promptly.
5. First agent hangs up on me as I am starting to explain what I want to do... No matter, as there appeared to be serious language challenges. I call again.
6. Second agent and I go through the preliminaries. I explain I want to make TWO changes to an existing reservation. First, the date change. She says she needs to cancel and rebook, which is fine. After she is done with that she tries to transfer me to some salesperson for Marriott Vacation Club. I stop her and tell her we need to make the second change, adding another party to the reservation. She says she doesn't know how to do that, so she'll need to cancel the new reservation and have someone assist her with yet another new reservation.
7. After ten minutes on hold, she claims it's compete. I ask her to validate that the second name is on the reservation. She says, no it's not, but they won't care at check-in. (This is BS, I have been burned by this before, and furthermore, what just happened that took ten minutes?).
8. She puts me on hold and does the whole reservation for a fourth time. Gives me the new confirmation number and we say good-bye.
9. I check Marriott.com...
a. Problem 1. There are a series of debits and credits that don't total correctly -- I am unsure at this point why...
b. Problem 2. Two 50,000 point certificates are missing. Sure enough, they were used for two of the nights (at a 20,000 point property) Nice Try Bonvoy.
c. I cancel the reservation online. Thankfully the certificates re-appear. But...
d. The credits and debits still do not match -- there should be a net zero now as no reservation exists (double checked that also), but I am still down 18,000 points.
10. Try to call Marriott again, and I give up after the first agent cannot follow this long chain of events. "Call back during business hours (it's 6pm, really?) to get someone who can help with this complex problem." Self-admission of incompetence. Yikes.
Why cannot the customer indicate the names of the guests in his party while making online reservations?
Why cannot dates be changed easily online without cancel and rebook?
Why would agents redeem 100,000 points of certificates for a 40,000 point value -- smells to me like dishonest business practices.
Anyone booking with Marriott should not have expectations sadly that service is provided with your booking.
As a long term Starwood guest, I left long ago.
Jan 28, 2021, 4:57 pm
#10
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,038
I mean just now I am trying to book a stay on Marriott.com ... yeah, they can't find 'that page' either. It's so bad right now, it's almost comical
Jan 28, 2021, 5:07 pm
#11
Join Date: May 2003
Location: Texas
Programs: Hyatt Glob (Barely); Marriott Plat Life; AA Up and Down Now Plat; Hilton, UA, BA, HA Peasant
Posts: 2,668
I'm presuming not in North America? But I'm sure it could happen.
Last edited by jayer; Jan 28, 2021 at 6:20 pm
Jan 28, 2021, 5:17 pm
#12
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
Jan 28, 2021, 5:39 pm
#13
Join Date: Apr 2012
Posts: 266
I've just spent two frustrating hours with three different Marriott agents. In the end, what I wanted was not accomplished, and I am back at square zero with a cancelled reservation. Actually, Marriott has made it worse than zero, as they have somehow lost 18,000 of my points in their SNAFUs.
1. Made a two-night domestic reservation online last week -- points redeemed. Confirmed it on Marriott.com (because everything I do with Marriott requires a verification step -- see below for validation).
2. Slight change in arrival date, need to expand to three nights.
3. Second party in group will be arriving early - he needs to check in under own name (completely different last names)
4. From experience, I know this cannot be accomplished online (why?), so I call Bonvoy. I'm Platinum, so at least they answer promptly.
5. First agent hangs up on me as I am starting to explain what I want to do... No matter, as there appeared to be serious language challenges. I call again.
6. Second agent and I go through the preliminaries. I explain I want to make TWO changes to an existing reservation. First, the date change. She says she needs to cancel and rebook, which is fine. After she is done with that she tries to transfer me to some salesperson for Marriott Vacation Club. I stop her and tell her we need to make the second change, adding another party to the reservation. She says she doesn't know how to do that, so she'll need to cancel the new reservation and have someone assist her with yet another new reservation.
7. After ten minutes on hold, she claims it's compete. I ask her to validate that the second name is on the reservation. She says, no it's not, but they won't care at check-in. (This is BS, I have been burned by this before, and furthermore, what just happened that took ten minutes?).
8. She puts me on hold and does the whole reservation for a fourth time. Gives me the new confirmation number and we say good-bye.
9. I check Marriott.com...
a. Problem 1. There are a series of debits and credits that don't total correctly -- I am unsure at this point why...
b. Problem 2. Two 50,000 point certificates are missing. Sure enough, they were used for two of the nights (at a 20,000 point property) Nice Try Bonvoy.
c. I cancel the reservation online. Thankfully the certificates re-appear. But...
d. The credits and debits still do not match -- there should be a net zero now as no reservation exists (double checked that also), but I am still down 18,000 points.
10. Try to call Marriott again, and I give up after the first agent cannot follow this long chain of events. "Call back during business hours (it's 6pm, really?) to get someone who can help with this complex problem." Self-admission of incompetence. Yikes.
Why cannot the customer indicate the names of the guests in his party while making online reservations?
Why cannot dates be changed easily online without cancel and rebook?
Why would agents redeem 100,000 points of certificates for a 40,000 point value -- smells to me like dishonest business practices.
1. Made a two-night domestic reservation online last week -- points redeemed. Confirmed it on Marriott.com (because everything I do with Marriott requires a verification step -- see below for validation).
2. Slight change in arrival date, need to expand to three nights.
3. Second party in group will be arriving early - he needs to check in under own name (completely different last names)
4. From experience, I know this cannot be accomplished online (why?), so I call Bonvoy. I'm Platinum, so at least they answer promptly.
5. First agent hangs up on me as I am starting to explain what I want to do... No matter, as there appeared to be serious language challenges. I call again.
6. Second agent and I go through the preliminaries. I explain I want to make TWO changes to an existing reservation. First, the date change. She says she needs to cancel and rebook, which is fine. After she is done with that she tries to transfer me to some salesperson for Marriott Vacation Club. I stop her and tell her we need to make the second change, adding another party to the reservation. She says she doesn't know how to do that, so she'll need to cancel the new reservation and have someone assist her with yet another new reservation.
7. After ten minutes on hold, she claims it's compete. I ask her to validate that the second name is on the reservation. She says, no it's not, but they won't care at check-in. (This is BS, I have been burned by this before, and furthermore, what just happened that took ten minutes?).
8. She puts me on hold and does the whole reservation for a fourth time. Gives me the new confirmation number and we say good-bye.
9. I check Marriott.com...
a. Problem 1. There are a series of debits and credits that don't total correctly -- I am unsure at this point why...
b. Problem 2. Two 50,000 point certificates are missing. Sure enough, they were used for two of the nights (at a 20,000 point property) Nice Try Bonvoy.
c. I cancel the reservation online. Thankfully the certificates re-appear. But...
d. The credits and debits still do not match -- there should be a net zero now as no reservation exists (double checked that also), but I am still down 18,000 points.
10. Try to call Marriott again, and I give up after the first agent cannot follow this long chain of events. "Call back during business hours (it's 6pm, really?) to get someone who can help with this complex problem." Self-admission of incompetence. Yikes.
Why cannot the customer indicate the names of the guests in his party while making online reservations?
Why cannot dates be changed easily online without cancel and rebook?
Why would agents redeem 100,000 points of certificates for a 40,000 point value -- smells to me like dishonest business practices.
Jan 28, 2021, 5:57 pm
#14
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
After the Marriott and Starwood merger, I realized how truly crappy Marriott’s IT was. I started thinking defensively. I take screenshots of everything. I keep spreadsheets to track my points balance. I file all reservation confirmations and cancellations. I call it insurance. 
Jan 29, 2021, 6:19 am
#15
FlyerTalk Evangelist
Join Date: Jul 2005
Location: Seat 2A
Programs: AA EXP LT GLD 1MM, BA GLD, NH/UA*G, Hyatt Dia, Marr Tit LT PLT, IHG Spire,HH Dia, MGM NOIR,Hertz PC
Posts: 10,571
Which can be a recipe for disaster. They denied my wife a room till I arrived at 11 p.m. after an irops flight delay. Same last name and note in reservation that she would check in prior to my arrival. So that is an equal recipe for disaster. Welcome to Marriott.
I mean just now I am trying to book a stay on Marriott.com ... yeah, they can't find 'that page' either. It's so bad right now, it's almost comical
I mean just now I am trying to book a stay on Marriott.com ... yeah, they can't find 'that page' either. It's so bad right now, it's almost comical
In this case I'd have just made a separate reservation for her, cancelled my own and then rip them a new one once arriving at the hotel.