Marriott Bonvoy: Book Hotels — Reviews & Insights
Marriott International
Analysis Summary
Marriott Bonvoy: Book Hotels app receives generally positive feedback for its rewards system and customer service, but frequent app crashes and user experience issues are significant pain points....
Rating Distribution
Pain Points
-
bugs
· 22.3% of reviews
App crashes and freezes frequently.
-
ux
· 25.7% of reviews
User experience issues
-
mobile key
· 2.0% of reviews
Issues with the mobile key feature.
-
add additional guests
· 3.7% of reviews
Issues adding guests to reservation
-
app crashes
· 16.0% of reviews
App crashes frequently
-
login issues
· 12.7% of reviews
Problems with logging into the app
-
rewards
· 2.0% of reviews
Rewards program issues
-
mobile check-in
· 4.0% of reviews
Mobile check-in problems
-
customer service
· 4.3% of reviews
Customer service issues.
-
ease of use
· 24.3% of reviews
Ease of use issues.
-
integrate Apple wallet
· 0.3% of reviews
Lack of Apple wallet integration.
-
book connecting rooms
· 3.7% of reviews
Inability to book connecting rooms.
Praised Features
-
rewards
· 4.0% of reviews
Loyalty rewards program.
-
ease of use
· 25.3% of reviews
User-friendly interface.
-
customer service
· 11.3% of reviews
Customer service quality.
Feature Requests
-
add additional guests
· 3.7% of reviews
Ability to add additional guests.
-
integrate Apple wallet
· 0.3% of reviews
Apple wallet integration.
-
book connecting rooms
· 5.0% of reviews
Option to book connecting rooms.
Bug Reports
-
app crashes
· 15.7% of reviews
App crashes frequently
-
login issues
· 12.7% of reviews
Problems with logging into the app
-
rewards
· 2.0% of reviews
Rewards program issues
-
mobile key
· 2.0% of reviews
Issues with the mobile key feature.
Competitive Position
Marriott Bonvoy maintains a strong competitive position due to its extensive hotel network and loyalty program, though it faces challenges from competitors focusing on user experience.
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