Marriott is threatening to close a Bonvoy Ambassador member’s account, after they complained about several of the brand’s hotels. They’ve let him know that they don’t want complainers – they want customers who will accept degraded brand standards and continue handing over at least $23,000 a year.
- Marriott requires at least 100 nights in their hotels and $23,000 spend a year to maintain Ambassador status.
- This customer has spent over $200,000 with Marriott in the past few years.
- And the guest has lodged several complaints – for instance,
- about a hotel that claims not to be a resort to avoid the program’s restaurant breakfast requirement while imposing a resort fee and having resort in their name.
- receiving a room downgrade from a basic booked king to double beds – he claimed Marriott’s bed type guarantee (and every room type at the hotel was bookable on their website at the time of check-in).
- about finding a used dildo by the side of the bed when he entered his room on check-in at a different property.
- prior guest’s hair all over the bathroom and bed
- a valet dinged up his car – they offered 10,000 points.
He’s regularly checked into moldy and unclean rooms, but he kept staying at Marriott, figuring every other option was at least as bad. But after complaining the most recent time to his Ambassador after an especially appalling stay, his assigned Ambassador Services agent flagged his account for review by Loyalty Program Risk.
Loyalty Program Risk contacted him, and let him know that his complaints cover 9% of his total lifetime nights with Marriott and they threatened to close his account.
They did not defend the downgrade, the dildo, or the disavowal of breakfast. Instead, they concluded that the frequency with which their hotels failed to deliver was his fault.
- I’ve reviewed the email correspondence. Marriott marked them as confidential.
- They essentially accused him of defrauding properties (though did not make this explicit).
- The emails were unsigned, and offered no avenue for follow up or appeal.
It seems interesting that Marriott is willing to fire guests, but not the hotel owners that degrade the brand.
The Ambassador member has several million Bonvoy points in their account. He’s also a Hyatt Globalist and is moving most of his business there. He has cancelled his Marriott co-branded Chase and American Express cards.
Eleven years ago the Supreme Court handed down Northwest v. Ginsberg, the case of ‘the Rabbi who complained too much’. Northwest Airlines had fired this Platinum member as a customer and closed their account, taking away points and benefits, because they determined he wasn’t a profitable customer. They were handing him too much compensation. Northwest, of course, offered a poor product in many cases and preferred to hand out points than perform cosmetic maintenance.
The case didn’t resolve who was right or wrong – it determined that the Rabbi’s lawsuit against Northwest was pre-empted by the Airline Deregulation Act (that frequent flyer programs were a rebate on the price of a ticket, states can’t regulate airline prices, and commonlaw claims about good faith and fair dealing are state level causes of action).
So who is really at fault when a customer is so disserviced that they complain, the chain compensates them, and the compensation adds up?
- The customer for not accepting the product as-is?
- The travel provider for offering a consistently subpar product?
- The travel provider for choosing to offer the compensation?
My take here is that Marriott consistently underdelivers. And when an Ambassador member complains they do try to offer compensation – but do very little to rectify the underlying problems at their hotels. So a frequent guest encounters frequent problems. That’s on the chain, which has been degrading its brand. That’s unfortunate.
I’m reminded how United Airlines used to have cards onboard for flight attendants to hand to customers experiencing problems. These were pre-printed compensation cards and listed problems like ‘broken reading light’. As a company they’d decided it was cheaper to offer compensation than maintain their cabins. Marriott has decided it’s cheaper to fire customers than make hotels deliver on their former brand promises.
Marriott is no longer a hotel company. It’s a booking platform. Marriott’s real customers aren’t the guests. Bonvoy members are the product they sell to hotels (owners sometimes refer to program members as leads).
And if they’re willing to fire an Ambassador customer who tussles with a hotel over benefits, can a Gold or Platinum expect better?
I rarely complain. I found it just wasting my time and effort. but I do comment on certain things and get offered compensation. and I have always been appreciative.
I’m curious about how the guest knew the dildo was “used”
The Marriott hotels are getting gross. I’ve noticed that and some of my friends and family have had bad experiences. Corporate, what do you expect!
Whenever a person or entity attempts to silence critics, that’s a bad sign; however, our Dear Leader is always right, so quick, fire that lady who does the jobs numbers! Nothing to see here…
I’m Titanium and don’t complain to Marriott about noticeably deteriorating brand standards, although my last Marriott stay was abysmal. I stayed at the Renaissance Newark Airport, where I’d stayed years ago and found to be very good for an airport hotel. It now has no bar, no restaurant, and the once nice M Club with views has been moved to a lackluster room off the lobby with chips (not available during my stay), whole fruit, and sodas- nothing else. The breakfast is served at a temporary coffee stand in the lobby with one employee for a large airport hotel- so not quick! The hotel recommends other food being ordered from a QR Code in the room. For dinner using the QR Code, I paid $40 for a sandwich and fries, which took almost 2 hours to arrive, and when it did, the driver reeked of marijuana. The hotel is also not that well maintained with sleeping rooms – at least mine – looking older and banged up.
The other outrageous Marriott experience that I’ve had of late was a Sheraton selling me a lounge floor room with photos of the lounge in the booking process. I paid extra for this room and when I checked in I was told that the lounge was permanently closed. Maybe the Bonvoy Fraud Team should talk to that property instead of legitimately aggrieved customers.
Shame on Marriott.
(Your time to shine, @Gene)
Joe Dildo here, what can you expect, the cleaners aren’t in the U. S. anymore!
Joke aside, this si poignantly true: Marriott is no longer a hotel company. It’s a booking platform. Marriott’s real customers aren’t the guests. Bonvoy members are the product they sell to hotels (owners sometimes refer to program members as leads).
Marriott competing with Hertz for which company hates their customers most. Honestly, it’s a tough call.
I have several thousand nights in Marriott brand hotels. I now check my room before getting my luggage. If the room is unlivable (and I have very low standards). I ask for a different room. If that does not solve the issue. I cancel and head for Motel 6 or Comfort Inn, where they maintain their standards ( know exactly what to expect and no more there). Oh, yes I have a Titanium Lifetime tag on my account.
I don’t complain, I just leave.
When Bill Marriott stepped back from actively managing the company and the customer experience, Marriott hotels as a group have been on an ever increasing downward spiral.
Really sad to see. Their executive lounges used to be some of the best. Great upgrades are a thing of the past instead of the norm.
It is always about C suite quarterly bonuses and not much else.
It certainly is a booking platform, but the same applies to Hyatt and Hilton. It’s all about how corporate goes about managing the franchisees. Marriott has been in a downward spiral for nearly the last 10 years. The times that I had issues, I handled it at the hotel level. I wasn’t looking for compensation, yet was offered points on a regular basis. My last stay at a St. Regis was disappointing, at that point I knew it was time to walk away from Marriott.
Hyatt is my go to, but with their limited footprint, I must keep Hilton as an option. I’m just in the processing of burning through my Marriott points. I also have 3 Marriott credit cards, and they will be closed at renewal.
I have 1,500 rooms at Marriott and waited too long to fire them last year. They’re now my last resort booking, and found that they’re significantly worse than the competition and found myself having to complain at check-in for being assigned a worse room that I paid for (or one of the same category but overlooking a soulless parking lot from a low floor) as a Titanium.
First complain under another email address
Second take all those points and use them by booking rooms for others. Like kids from the boys and girls club to go use the pool at local hotels. Or hs bands for away games
Do not let them expire
If you are still loyal to a hotel brand, you are setting yourself up for failure. Best to be a free agent look at reviews on your go-to review site. Ammenties, location and price first then brand. My last 2 hotel stays were a Fairmont in Chicago and an IHG in Cozomel, Brand’s I don’t even have rewards memberships with but better than most Marriotts I have stayed at. Why torture yourself for a “free” medicour breakfast , crappy overcrowded lounges, and the wisp of an upgrade.
Are we sure the alleged ‘used drill-do’ wasn’t a guest welcome amenity gift ?
Marriott has viewed engaged loyalty members as enemies ever since the SPG merger so while the poor guy getting so royally Bonvoyed is appalling it’s not all that shocking. Marriott just hates the guest. I’m Lifetime Platinum but generally avoid Marriott.
Remind me, why do people remain loyal to Marriott?
LAX Marriott this week. Checked-in at 22:30.
Up to the room I go. Room right next to the elevator. Great . . .
Key doesn’t work.
Back down I go. Given new keys, told they just upgraded their key system, and a security guard would meet me at the room.
Back to the room I go. Key still doesn’t work. Wait 10-minutes. Still no security guard.
Back down I go. Give the same story.
I handed her the key and said, “Don’t make your problem my problem. I am going to eat. When I get back I want a key to a room that will work.” Off to eat I go. 2-minutes before last order.
Finish meal. Go back to the desk and am given a key. Am told a security guard will meet me at the [new] room. He did and had to reprogram the lock to get me in.
In I go. To a handicapped room. Thanks very much.
Complain? Why bother. They don’t care. I will never stay there again and will tell everyone who will listen what a s*&t show it is.
[Lifetime Titanium]
I worked for Marriott for 2 decades and thus was pretty much loyal to them because of my discount. Then I left and started exploring other brands, and it was only then that I realized how sub-par most Marriott properties are.
I’ll add that 8 years into the Marriott disaster, I have no sympathy for people who continue to be Bonvoyed. Everyone should know better by now.
Are my standards just lower than everyone else’s or do I just do a better job of filtering properties than most?
Marriott has the footprint. That also means there are almost always several. options for which Marriott you want to stay at for any given trip. If some. of them stink, don’t stay at those.
@Gene — I’ll have you know, pal, I’m Kimpton-ing it, in your honor. No Bonvoying for this fella!
@ 1990 — Kimpton only, or IHG? I am an IC fanboy. I recognize that IC isn’t really so great without RA status and that IC has major flaws, especially the lack of non-Chinese properties and occasionally disappointing upgrades. They also have some great hotels that are very overdue for renovations.
I hope you have a great stay! Next time, try HIX. 🙂
Makes me feel good about switching from Marriott to Hyatt a couple of weeks ago. I’ve also burned most of my points.
I can’t say I had truly terrible experiences with Marriott other than a slow decline of overall quality. Except for one time at Marriott Atlanta Perimeter where I got a room that was clearly a landlord special remodel.
I am happily de-bonvoyed. Clean and sober 2 years. When I search hotels I just have to take note of what Marriott is charging in that area and I can be sure whatever I ultimately book will be about 20-30% cheaper and higher quality. I don’t miss them at all.
Curious why in a couple sentences you mix “their” with “his” in the pronouns used. In each case, “his” is appropriate to use. It seems odd. That’s all.
Marriott status is worthless. Worst kept secret in the frequent flyer circles. They obliterated the value built by SPG through years of hard work building that program, it’s clients and hotels. This will be a future biz school case study on what not to do…
I would love to know what percentage of these properties are owned and managed by East Indians?
The only reason I remain loyal to MaryRot is because of its large US footprint and quality and quantity of properties in Italy and Greece.
I’ve been an Ambassador for 6 years with over 3,000 nights and am also lifetime Titanium. If there is a problem, I let the front desk supervisor know. If it’s not resolved, I let my Ambassador know, whom I’ve had all 6 yearsand is fantastic.
BTW, I’m also lifetime Hilton Honors and left that brand in 2018 due to lack of upkeep at most of their full service properties in the US. I do prefer the Hilton Garden Inn brand over Courtyard.
@Gene — This time, a Kimpton. I’ve had good experiences so far at all of the ones I’ve stayed at, in the USA and abroad. Personal favorite is probably the Seafire one in Grand Cayman. They’re usually newer properties, or renovated historic properties. The community coffee in the lobby at each is a nice way to start the day.
In the past, I’ve paid for the Intercontinental Ambassador program; it was like $200 (or points) and came with a free night, extra status, which was awesome, but these days I just rely on the Chase card benefits (Platinum, etc.)
While some knock the collection of brands as third rate (just old Holiday Inns…), I think they’ve done a remarkable job updating things; and, it still has sweet spots, even on the luxury side, especially with their acquisition of Six Senses, though you’d have travel a bit farther to get to most of those!
I was a “gold” member with IHG until I hit a bad snag in London at our company’s preferred hotel. I was on personal business but my stay was less than what I was expecting or paying for. For the three nights and four days, I EVERY DAY politely requested that the HVAC be turned on to heat as my room was at a constant 60°F and I was very cold. NADA. On check out, I asked for the manager. Naturally, the manager “is in a meeting”. I was offered a measly 5,000 points. I was prepared to wait until hell froze over (which I think had already happened!) but my cab to the airport was outside. I politely wrote a letter to the IHG credit card to dispute the charges, and to IHG in Windsor, in North America and the hotel…never got a response. The credit card company (naturally) denied my claim. I paid the bill, canceled my IGH branded credit card, transferred my points to something worthwhile (at a $$ loss but..), gave them a 1 star rating on TripAdvisor and have not returned to an IHG property since. The fun part was, I got my company to cancel their company contract as it seems that other employees were complaining also! Buh bye!
@ Win — “Gold” IHG member, please don’t make me laugh. Isn’t that some sort of useless status given for having a pulse? Why not ask for a different room if it was so unbearable? Maybe you should have tried a little harder while still actually at the hotel rather than complaining afterwards?
From my observation this is a US Marriott property issue. All of my stays outside of the USA are great to fantastic. Actual room upgrades, lounges that are open, and fantastic service employees.
Did anyone consider that he may be staging the issues for compensation? I worked for a hotel company and, believe it or not, there are people who have a profitable business scamming companies with false or staged complaints, whether it is an airline, hotel, restaurant, or retail.
Gary this is a very interesting article. Thank you for sharing your thoughts! As the General Manager of the Courtyard by Marriott Key West Waterfront, I feel truly blessed to work where I do. Our property isn’t just another hotel in the system—it’s a family legacy. It was once owned by my boss’s father and will one day be passed down to his children. That sense of history and pride shows in the way we operate. For us, this place isn’t just a business to make money—it’s something we care deeply about.
I empathize and can certainly understand the frustrations behind the issues mentioned in the article. No guest should have to experience some of the things described, and I don’t take that lightly. But I can’t speak for those Marriott representatives or those properties—I can only speak for myself, my team, and our hotel.
And here, things are different. We don’t just check people in and hand over a key—we focus on creating lasting memories. Whether someone is here celebrating a milestone or visiting Key West for the very first time, we treat every moment as important. Every guest, and especially our loyal Bonvoy members, is treated like a VIP. That’s the culture we’ve built, and it’s what makes us proud to do what we do.
I can’t say enough about my team. The pride they take in their work is inspiring—it motivates me every day. We truly love taking care of our guests like family, and that’s something you can’t fake.
I know there are properties out there that sometimes miss the mark, and stories like this are frustrating for those of us who put our heart into hospitality. But please don’t let that define your view of all Marriott hotels. Many of us still love what we do and live for those moments when a guest leaves with a smile, feeling cared for and valued.
At the Courtyard Key West Waterfront, that commitment has been recognized—we’ve been honored as one of the top 10 hotels on the island and have won the Travelers’ Choice Award three years running. But more than the awards, it’s the daily stories of guests who tell us we made their trip special that really matter.
This is more than hospitality for us—it’s family. And I think that makes all the difference.
Its a shame. What’s wild is how bad it’s gotten since covid. Alot of properties still use that as an excuse. They just don’t care about the customer anymore.
Marriott US properties are abysmal, and we just don’t CARE. In Europe and Asia, they wouldn’t last a week with the quality they provide us here at home.
As a Titanium, I have stopped staying at US locations (with a very few exceptions), and will usually do botique or non-affiliated hotels.
The fact is, WE TOLERATE IT, and it will only get worse.
Again. Find out the percentage of East Indians that own/manage the USA properties and compare it to outside the USA. There you will find the problem of Marriott and their scum hotels.
@Tyronne B
100% agree. I’ve had fantastic stays at Marriott properties in Asia, Europe and South America. Domestic stays.. not so much!
(Although I’ll give an A for effort to the Renaissance Seattle last weekend).
I stay at the Sheraton and JW in Quito frequently and the lounge, breakfast, and upgrades are always top notch. And it’s Ecuador!? Crazy to me how poorly the US Marriotts compare.
Disheartening they blame the guests that support the brand and not the failing and flailing properties.
I used to stay 60-75 nights a year at Marriott for approx 20 years and I am Lifetime Titanium. Today I avoid Marriott – as they are often 50-100% more in cost than Hilton Brand hotels in my area. The service decline at Marriott is definitely noticeable. I’ll go spend 25-50% less elsewhere for the same or better service – their points mean nothing.
to Michael Napieralski,
I am a lifetime Titanium Bonvoy. I have stayed at a Marriott property only once or twice over the last couple of years. Hyatt and Hilton all the time. Occasionally IHG. I don’t even bother to look at Marriott properties anymore. I spend more than 200 nights a year (not a typo) on the road (business). I chose the property (self-employed). I know for a fact that I am not the only one who doesn’t even bother to look at Marriott properties when booking.
It is refreshing to know that certain owners/managers (like you) actually care about the people who are staying, but this is not my experience with Marriott. My feeling is in the future you will notice the degradation in the Marriott reputation over time, and this will affect your business (just a guess).
My point: it is hard to figure out which Marriott property is even worth my time and money. Since I don’t know, I avoid them all. Other properties are more consistent in appreciating my business.
@Michael Napieralski,
It is wonderful to know that there are many Marriott hotel owners and staff like yours that strive to deliver a solid product and great service. I remain active in the Bonvoy program because I have had mostly good experiences at several strong Marriott Bonvoy properties. There have been other times when my experience with Marriott Bonvoy has been unsatisfactory.
The problem remains that if a guest has an issue with a Marriott property, especially about non-compliance with Marriott policies stated by Marriott to guests, is that Marriott does not enforce the stated policies. The Bonvoy customer service refers the guests back to the hotel that may remain stubborn and not make amends.
This Bonvoy customer experience scenario taints the reputation of Marriott Courtyards like at Key West Waterfront (by association), other Marriott properties globally, and the Bonvoy loyalty program. Guests have to know which hotels are good and which ones belong in a Hall of Shame. Unfortunately, that is the reality for many Marriott guests to happily remain active in the Bonvoy program.
Hopefully good Marriott hotel owners and managers will speak up to Marriott about maintaining high standards so other hotels won’t bring their reputation down. Guests don’t seem to have a strong voice in this.
Although I’m a Marriott lifetime platinum, I divorced from them shortly after they rebranded to Bonvoy because the decline in value and quality after that change was conspicuously rapid and extreme. I had 1mm+ points that I’ve been slow to burn because I prefer the Hyatt brand. When I have lowered myself to a Marriott experience in recent years, it’s almost always inferior and complaint-worthy. On occasions when I have lodged a complaint, my experience has mirrored what was described in this article: a hollow “we’re sorry’ with no recompense or means of follow-up. I’m glad to see articles like this expose the Marriott/Bonvoy brand for the sad joke it has become.
I am a Lifetime Titanium member. I have actually lived at 2 Marriot properties in my 35 years of being a Marriott customer. One property was in the US and the other property was in Europe. I have no opinion on what Marriott is or is not doing to devalue or reduce the relative value of its brand versus other brands. My personal feeling is that if Marriott wants to improve or reduce the value of its brand, it is theirs to do so. I am writing this because I am intrigued by the opinions based on one account of some stays of one Bonvoy member, written by someone who is not the member who had the problems. If not all of the “facts” are verified; the opinions may be grounded in something other than fact. In the future, Gary should publish facts; i.e.: the original complaints, the times and dates the complaints were made and the actual responses sent by the properties / Marriott Bonvoy Corporate. If true journalism is not the intention, then authors should make sure self serving statements for viewership purposes are well annotated throughout the article. Defense of defamation and libel can be expensive.
I’m a lifetime Titanium and have had my share of bad experiences, but I keep it local unless it needs to be escalated. I’ve found that no Marriott is bad on purpose. 95% of complaints I’ve spoken to the hotel about were resolved with their apologies. I’ve had occasions where they moved my room immediately to resolve an issue. Yes they often offer points for compensation, but I always tell them in advance that I’m not complaining to get points.
I’m always calm and rational because as I said, they’re not giving you a bad product on purpose and it’s not personal.
Peace out.
I’m genuinely sad to see how far Marriott has fallen. I bought and read “The Spirit to Serve Marriott’s Way” out of curiosity and the book was on sale at 50% off. JW Marriott’s journey was inspiring. I’m sure it wasn’t all roses and saints but overall, it felt real enough when I started being a regular hotel dweller as a consultant. JWM must be making barrel rolls in his grave.
Marriott is on the decline. Management is reading too much of their own press. Its not the same company that it was when Arne Sorenson was CEO and Bill Marriott was Executive Chairman.
I worked in the hotel industry for 45 years, until 2018. As a general manager I was always stressed whenever a Quality Assurance inspector checked in. It did not matter that you might have a good reason for it, if you were not meeting a brand standard on that day, you got dinged, and if it was a major brand standard, you might fail the inspection, and that would cost the property a couple thousand dollars to pay for the re-inspection .Marriott stopped doing inspections, provided that your guest satisfaction scores stayed above a certain level. My most recent two hotel stays were at Hilton Brand hotels. In both cases we received no housekeeping service. This is unbelievable that the hotel does not assign a room attendant to make the bed daily. Don’t believe the BS that this is to save the Environment, it is simply to save payroll and other expenses. Hilton’s declined when Blackstone bought Hilton in 2007. Blackstone does not care one Iota about guest, or employees. The first thing that they wanted to do was to close all the restaurants in the hotels and to change housekeeping standards down to those of Extended Stay America whose housekeeping expense per room were so much lower. A shame that the proud traditions of hospitality and “The customer is always right” are a thing of the past.
I have been a loyal Marriott Bonvoy customer for over 35 years, and the company has consistently taken care of me.
Whenever I’ve had an issue with my room, keys, or even dining, the staff has always assisted me promptly and professionally.
While I know every guest experience can be different, mine has always been positive, and that’s why I will continue to stay with Bonvoy.
“Very well. Please transfer my points to [Airline] and close my account. Just realize that I will be using third-party booking systems exclusively if I am dealing with y’all in the future.”
Of course, since the Airline Deregulation Act doesn’t apply here, AND since Marriott has laid out plain-language benefits in those “guarantees” that they refuse to honor, I can’t see a lawsuit ending well for them if they try to say that hotels can play Calvinball with the benefits while they do nothing.