This Couldn't Be Because of Their Bait-and-Switch Bonvoy Program, Could It?

Not to mention how their customer service has gone from good to terrible since the Bonvoy program began.

For the first time in my life, I recently filed a complaint with the State of Kansas consumer affairs. It pertained to Marriott's bait-and-switch 'rewards' program. I have not heard back.

As a consultant to businesses: Say what you mean and mean what you say. No blackout dates means no black out dates, not "There are no program-wide blackout dates but some hotels have blackout dates." That is just one example. I could go on about how bad Bonvoy has become but you get the idea.

Bottom line: Be disloyal to your loyal customers and they will become disloyal to you as these financial results demonstrate regardless of the spin Marriott would like to put on the numbers.