A LoyaltyLobby reader sent us a question about a targeted offer they had received from Marriott in June, but for which they had trouble registering for, and Bonvoy customer service is borderline useless (unfortunately, nothing unusual about that).
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READ MORE: Marriott Bonvoy Rate & Bonus Points Offers
Reader’s Issue:
I received an email promotion in June from Marriott recently that told me I could earn double elite night credits on upcoming stays. I was excited because I had a vacation coming up in July and I knew that with my current work travel, it was going to be hard for me to requalify for Platinum and this would help get me there easier.
I clicked the link only for it to be a broken link so I reached out to Marriott through chat and they asked me to forward them the email and they would get back to me in three to five days. While I was waiting for a response, I got another email offering me the same promotion. It also had broken links. I forwarded this email to the same email address letting them know I received the same promotion again and that I still hadn’t heard anything.
I didn’t hear anything about it before my vacation other than they were still looking into it and returned to no resolution. When I reached out again, they told me that they were waiting to hear back from marketing and there was simply nothing that they could do to help me.
I used to get super responsive assistance from customer service but now I just feel that they are dragging this out to make me lose interest in it.
Have you seen this before?
I requested the reader to forward me the email, and you can see part of the mail above as the featured image, and the rest below:
The reader could earn double elite qualifying nights for the month they register for this offer + the following three, for up to 30 bonus elite qualifying nights.
This promo registration issue has plagued Marriott Rewards, and now Marriott Bonvoy, for as long as I can remember — a decade or more.
Sometimes you cannot even register for a public global promotion, but need to contact customer support, like what I experienced earlier this year (I just decided to book away from Marriott).
The issue with Bonvoy customer support, as the reader is experiencing here, is that they are merely ticket openers, and someone else should then deal with this issue. There are probably tens of millions of these tickets open at any time to be acted upon.
Someone may someday get back to the reader to let them know that Marriott sent out this email in error and that they will not honor it, or perhaps that it is valid and that they have now signed them up for it.
The most likely version, however, is that someone closes the ticket without taking any action to clear their backlog.
To get this issue resolved?
The reader should open a consumer complaint with the Attorney General of the state in which they reside, or in Virginia, where Marriott is located. They can open the complaint here.
Conclusion
The state of Marriott Bonvoy customer support is, unfortunately, appalling, as we have covered here numerous times.
I guess that the current leadership doesn’t care about the guest satisfaction metrics that will eventually backfire, as there are alternatives.
If you have unresolved issues with Marriott or Marriott Bonvoy, consider contacting the Attorney General of Virginia for assistance.
It is regrettable that there are no other ways to resolve these issues with Marriott in 2025, a hotelier that used to take care of its guests.
