Marriott Lexington Griffin Gate Golf Resort & Spa

Environment: The hotel is set in a beautiful location surrounded by gardens and golf courses, providing a relaxing, resort-style atmosphere. Its spacious grounds offer ample green space, ideal for walking dogs, and the pools are highly praised for their quality.(based on 1 review)

I am writing this review about the Marriott Bonvoy Loyalty program itself, since Im unable to review them. I am choosing one of their hotels around the world to voice my review. I have been a Marriott Bonvoy member for some time, and while I’ve enjoyed many positive stays, my most recent experience has left me questioning the value of the program. During a stay at a Marriott property, I encountered a serious cleanliness issue—dead bugs in the bed sheets upon check‑in. The hotel eventually offered compensation after multiple complaints, but what disappointed me most was the lack of response from Marriott Bonvoy at the corporate level. As a loyalty program member, I expected Bonvoy to step in, acknowledge the situation, and show that my loyalty mattered. Instead, there was silence. Where Bonvoy fell short: No corporate outreach or apology after a serious issue. No effort to retain my loyalty as a member. Missed opportunity to demonstrate that Bonvoy stands behind its members, not just its hotels. Constructive suggestions for improvement: When a member reports a serious issue, Bonvoy corporate should proactively reach out, not leave it to the property alone. Small gestures—such as a temporary status boost, bonus points, or a personalized apology—would cost very little but go a long way in rebuilding trust. Loyalty programs should recognize that true loyalty is earned not when things go smoothly, but when problems arise. Other hospitality companies, such as Disney, understand this principle well. They know that when service fails, that is the moment to show guests they are valued. Marriott Bonvoy could learn from this approach. Bottom line: I want to remain loyal to Marriott, but Bonvoy must do more to support its members when things go wrong. A loyalty program that doesn’t advocate for its members risks losing the very loyalty it was designed to build.