Marriott loyalty tested as activist members target Bonvoy problems

Marriott’s new Bonvoy loyalty program has seen some members losing their patience at the glitches that come with merging Marriott Rewards, The Ritz-Carlton Rewards and Starwood Preferred Guest (SPG) into a unified mega program to suit everyone.

A new activist website has launched this month which allows members to share their problems with the new loyalty program.

Called bonvoyed.com, the site is run by long-time Marriott loyalty program members Jeffrey Brownson, Shubhayan Mukherjee and a third anonymous partner, who encourage other members to submit their own stories.

“We want to help loyal Marriott customers who have given their best travel years to Marriott.” said Brownson. “We want Marriott to see that these problems are not just ‘noise around the edges.’ They are big problems affecting a large percentage of their best customers.”

The complexities of merging three of the world’s largest hotel loyalty programs are not to be underestimated, with some glitching to be expected. But the timing couldn’t be worse given the recent troubles Marriott experienced following its mega data breach exposed late last year that saw around 380 million users accounts hacked.

In the meantime, Marriott is continuing to push the benefits of its Bonvoy program with a promotion that rewards members with 2x points on a variety of bookings.