Vishaal Mathur @mathurv007 - Twitter Profile

19 days ago

“When technology fails, loyalty means nothing” As a Marriott Bonvoy Titanium Elite member, I have always believed that loyalty is a two-way relationship. Unfortunately, my recent experience has been anything but reassuring. I had redeemed my Bonvoy points for two confirmed stays at the Tokyo Marriott Hotel (4–10 July and 10–12 July). The Marriott Bonvoy app clearly displayed both reservations as confirmed, with 307,000 and 129,000 Bonvoy points successfully allocated respectively. Then, at the very last minute, I was informed that my reservations had been cancelled due to “insufficient points.” How is that even possible when: The app confirmed both bookings. The required points were displayed and deducted. There was no warning or indication of any issue until the last minute. This isn’t just an app glitch—it has the potential to completely derail international travel plans, especially when flights, meetings and events are already fixed. For someone travelling internationally on business, this created unnecessary stress and uncertainty. One would expect that a Titanium Elite member—would receive proactive support when a system error occurs. Instead, it felt like loyalty status carried little value when it mattered most. Technology glitches happen. What defines a premium hospitality brand is how quickly it owns the problem and resolves it, not simply blaming the customer with an “insufficient points” message when the system itself had confirmed the reservations. I sincerely hope Marriott Bonvoy’s leadership investigates this issue. If this can happen to an elite member, it can happen to anyone. Loyalty is built on trust. A confirmation should actually mean confirmed. #MarriottBonvoy #CustomerExperience #Travel #Hospitality #TitaniumElite #BusinessTravel #Tokyo #TravelTechnology #CustomerService @Marriott @MarriottBonvoy @MBonvoyAssist @MarriottIntl