Marriott Bonvoy: Book Hotels — Reviews & Insights
Marriott International
Analysis Summary
Users appreciate Marriott Bonvoy's rewards program and ease of use but frequently report bugs and app crashes that hinder their experience. The app's freemium model is generally well-received, though some users express frustration with customer service and mobile key issues. Despite strong loyalty, competition from other hotel apps poses a medium-level risk to the app's viability.
Rating Distribution
Pain Points
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bugs
· 20.3% of reviews
Issues with app functionality
-
ux
· 23.0% of reviews
User experience issues
-
mobile key
· 1.3% of reviews
Problems with mobile key feature
-
add additional guests
· 14.3% of reviews
Issues adding additional guests
-
app crashes
· 19.3% of reviews
App crashing issues
-
login issues
· 10.7% of reviews
Problems with logging into the app
-
rewards
· 5.3% of reviews
Issues with rewards program
-
mobile check-in
· 10.0% of reviews
Problems with mobile check-in
-
customer service
· 6.0% of reviews
Issues with customer support
-
ease of use
· 25.3% of reviews
Difficulty in using the app easily
-
integrate Apple wallet
· 4.7% of reviews
Issues with integrating Apple wallet
-
book connecting rooms
· 13.3% of reviews
Issues booking connecting rooms
Praised Features
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rewards
· 3.3% of reviews
Appeal of rewards program
-
ease of use
· 27.0% of reviews
User-friendly interface
-
customer service
· 10.0% of reviews
Quality of customer support
Feature Requests
-
add additional guests
· 4.3% of reviews
Ability to add extra guests to a reservation
-
integrate Apple wallet
· 1.7% of reviews
Request to integrate with Apple wallet
-
book connecting rooms
· 13.0% of reviews
Request to book connecting rooms
Bug Reports
-
app crashes
· 19.3% of reviews
App crashing issues
-
login issues
· 10.7% of reviews
Problems with logging into the app
-
rewards
· 5.3% of reviews
Issues with rewards program
-
mobile key
· 1.7% of reviews
Problems with mobile key feature
Competitive Position
Marriott Bonvoy holds a strong market position due to its extensive hotel chain and loyalty program, but faces competition from other hotel apps that offer better user experiences.
