Marriott Surveying Bonvoy Program Member Sentiments

Loyalty programs often send survey invitations not only after specific flights or hotel stays, but also about the program itself.

I recently received an email from Marriott Bonvoy with some interesting questions that probe my current satisfaction with various aspects of the program, and I thought I would share this with our readers.

Email Invitation:

Survey Questions:

I had to blackout one word, although it wasn’t that strong. However, I believe that Marriott and Bonvoy have an issue with delivering member benefits.

I probably should have chosen the “Elite Status Benefits” over one of the other three that I did.

Interestingly, Marriott here probes our perception of their point values, which have been significantly devalued over the past 12 to 24 months compared to what you could previously get out of them. There are still some “deals” to be had, but you need to look really hard.

Late check-out could have been another option as well.

The number of welcome points that you get hasn’t been increased forever, when the number of points that you need for good awards has doubled, tripled, quadrupled, if not more.

I am a lifetime Titanium member, so the only achievable tier above is Ambassador, not taking into account invitation-only tiers that we have covered.

Marriott should review their Bonvoy program’s Terms and Conditions, which are written not for the guest but rather for lawyers.

Conclusion

The issue with Marriott Bonvoy is that I believe they have lost focus and compromised product quality by trying to fill every possible niche, from StudioRes to Bvlgari (and then some).

Marriott Bonvoy and Starwood Preferred Guest both served their different audiences well, and Marriott was a well-oiled machine that delivered the limited benefits that the program offered.

Now, there are numerous exclusions and opt-outs, and penalties are rarely enforced if properties fail to follow the program rules. Bonvoy customer support frequently opens and reopens tickets that properties close as resolved.

However, overall, it seems that the majority of Bonvoy members don’t prioritize benefits or product quality, as Marriott appears to be doing financially well; yet, perhaps there are some cracks among loyalty program members.

Why would they otherwise send a survey such as this to a Lifetime Titanium member?

Source