Customer Reviews (100)

Jennifer Schoenhals • 2025-03-31T02:08:53.307Z

easy to use and provides lots of details

Martin Obiozor • 2025-03-31T01:57:43.000Z

Marriott Bonvoy is the best reward program for your every vacation delight and every day need... and the rewards are prizeeless.

C Tso • 2025-03-30T23:54:59.588Z

awesome yo 👏🏽 thank you

Summary of Key Insights

The Marriott Bonvoy app generally receives positive feedback, with users praising its ease of use and convenience in booking and managing hotel stays. The app is considered a significant improvement over previous versions and phone-based booking. However, some users experience technical issues such as compatibility problems, installation failures, and specific feature malfunctions (e.g., points notifications, inability to copy reservation details, internal errors). There's a clear sentiment favoring the app's user-friendliness and efficiency, contrasted by concerns regarding stability and feature reliability for a subset of users.

  • Overall Rating: High (predominantly 5-star reviews)
  • Key Strengths: Ease of use, convenience, improved booking process, helpful details.
  • Key Weaknesses: Technical issues (compatibility, installation, internal errors), feature malfunctions (notifications, copying details), limited payment options.
  • Overall Sentiment: Positive, with recurring mentions of convenience and ease of use.
  • Score Distribution: 5-star (81%), 4-star (7%), 3-star (2%), 2-star (2%), 1-star (8%)

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not explicitly stated, but assumed to be recent based on the version number.
  • Analysis Methods: Sentiment analysis (manual assessment based on review text), keyword extraction (identifying frequently used words and phrases), and thematic analysis (grouping reviews based on common issues and positive aspects).

Key User Pain Points

  • Technical Issues/Bugs: Several users report compatibility issues, installation failures, and internal errors when accessing specific features (e.g., "My Trips" menu). Impact: Prevents users from using the app altogether or accessing important information.
  • Feature Malfunctions: Some users experience problems with specific features, such as disabling points notifications, inability to copy reservation details, and non-functional check-out options. Impact: Reduces convenience and frustrates users who expect these features to work.
  • Limited Payment Options: Lack of Google Pay/PayPal integration. Impact: Inconvenience for users who prefer these payment methods.
  • Activation Issues: Some users are unable to activate their membership through the app. Impact: Prevents users from accessing membership benefits.

Frequently Requested Features

  • Google Pay/PayPal Integration: Several users explicitly requested these payment options.
  • Improved Notification Control: Users want better control over which notifications they receive and the ability to disable unwanted notifications.
  • Copy/Paste Functionality for Reservation Details: Users want to be able to easily copy reservation details like names and addresses.
  • Reliable Check-Out Functionality: Users expect a seamless check-out process within the app.

Strengths and Positive Aspects

  • Ease of Use: The most frequently mentioned positive aspect. Users find the app easy to navigate and use for booking and managing reservations.
  • Convenience: Users appreciate the convenience of booking, checking in, and managing their accounts through the app.
  • Improved Booking Process: Many users feel the app is better than booking over the phone or using the website.
  • Detailed Information: Users appreciate the detailed descriptions and information available within the app.
  • Mobile Key Functionality: Users like the mobile key feature.
  • Customer Service: Some users mentioned excellent customer service.

Prioritized Action Recommendations

  • High Priority:
    • Fix Technical Issues (Compatibility, Installation, Internal Errors): These issues prevent users from using the app and should be addressed immediately. This should include rigorous testing on a wide range of devices.
    • Address Feature Malfunctions (Notifications, Copying Details, Check-Out): These issues frustrate users and reduce the app's usability.
  • Medium Priority:
    • Implement Google Pay/PayPal Integration: Adding these payment options would improve convenience for many users.
    • Improve Notification Control: Give users more granular control over which notifications they receive.
    • Address Membership Activation Issues: Ensure a smooth and reliable membership activation process.
  • Low Priority:
    • Minor UI/UX Improvements: While the app is generally easy to use, continuous improvement is always beneficial.

Opportunities for Startup Ideas

  • Personalized Hotel Recommendations: An AI-powered feature that recommends hotels based on user preferences, past stays, and travel patterns.
  • Integrated Travel Planning: A feature that allows users to plan their entire trip within the app, including flights, transportation, and activities.
  • Enhanced Mobile Key Functionality: Expand mobile key functionality to include access to other hotel amenities and services.
  • Real-Time Issue Reporting: A dedicated channel within the app for users to report bugs and issues directly to the development team, with a clear indication of resolution progress.

Trends and Observations

  • Emphasis on Ease of Use: A consistent theme throughout the reviews, indicating that usability is a key factor in user satisfaction.
  • Recurring Technical Issues: The persistence of technical issues suggests a need for more thorough testing and quality assurance.
  • Positive Sentiment Towards App Improvements: Users appreciate the app's evolution and improvements over time.
  • English Language Predominance: All reviews are in English.

Conclusion

The Marriott Bonvoy app is generally well-received and provides a valuable service to Marriott customers. However, addressing the identified technical issues and feature malfunctions is crucial to improving the overall user experience. Implementing requested features like Google Pay/PayPal integration and enhanced notification control would further enhance user satisfaction. Marriott should prioritize stability and reliability to maintain its positive reputation.

Original App Link

https://play.google.com/store/apps/details?id=com.marriott.mrt