After 19 years as a loyal Marriott Bonvoy member, I was devastated to lose my 2 million points that expired in May 2025 without warning. Today, 2 March 2026, I called to request reinstatement using my existing points instead of paying for a one-night stay. The duty manager was subtly and passively rude and impatient, repeatedly using phrases like “I repeat that…” in a dismissive tone. She claimed she had no higher-up to escalate to, then promised Customer Service Manager Chris would call me back. I waited 35 minutes with no response. When I called again, she answered with the same unhelpful attitude. Another duty manager, Jeremy, but offered no resolution. At this point, no one has called me yet. This poor service from Marriott Bonvoy and Marriott Asia Pacific (claiming that they are separate entities) is unacceptable, I urge them to reinstate my points, allow points redemption for reinstatement, and send clear 3-month expiry reminders to prevent this for loyal members. My past years experience with Marriott has been disheartening.

@MarriottBonvoy @Marriott #MarriottBonvoy #CustomerServiceFail