Marriott Bonvoy: Book Hotels
Marriott International
Analysis Summary
The Marriott Bonvoy app receives generally positive feedback for its ease of use and customer service, but faces significant issues with app crashes and bugs that threaten user retention and...
Rating Distribution
Pain Points
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bugs
· 15.0% of reviews
Issues with app functionality and crashes
-
ux
· 16.0% of reviews
User experience issues
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mobile key
· 5.0% of reviews
Problems with mobile key feature
-
rewards
Issues with rewards program
-
add additional guests
Difficulty adding additional guests
-
room rates
· 2.0% of reviews
Disparities in room rates
Praised Features
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mobile check-in
· 6.0% of reviews
Ease and convenience of mobile check-in
-
customer service
· 9.0% of reviews
Positive experiences with customer service
-
ease of use
· 16.0% of reviews
Overall ease of using the app
-
integrate Apple wallet
Integration of Apple wallet for phone key
-
in-house chat
Convenience of in-house chat feature
Feature Requests
-
integrate Apple wallet
Request for Apple wallet integration
-
book connecting rooms
· 3.0% of reviews
Request to book connecting rooms through the app
Bug Reports
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app crashes
· 16.0% of reviews
App crashing issues
-
login issues
· 16.0% of reviews
Problems with logging into the app
Competitive Position
Marriott Bonvoy app maintains a strong market position due to its extensive hotel network and loyalty program, but faces competition from other hotel apps in terms of user experience.
