Finance_underling

Has anyone noticed a significant drop in customer service quality when speaking to phone reps? I'm not 100% sure, but I believe I was transferred to some call center in India; whereas before the merger I was speaking to representatives in the states.

I'm in a tough situation where I booked a Hot Escapes 20% off rate in its last-day and subsequently found the standard prepaid rate 25% less the next day when looking to add an extra night. It feels like a bait-and-switch especially since the promo emphasized quick booking before it ended.

I later called the "in-house" reservation specialist who had choppy English skills and went in a loop "the policy is very strict...I can leave a message but I don't think the manager will do that" "I still want to leave a message" 3-4 times. I think it's crucial that staff (esp. those responsible with customer interactions) speak English as their primary language because customers shouldn't have to struggle hearing what's being said; and because it would increase the number of empathetic reps who don't fall back on a script in "newer" situations.

FYI, the booking was made at Aloft SFO. In the past, I felt I was speaking with seasoned SPG reps, but now I feel like I'm talking to generic, replaceable CS with input/output like an early-stage chat bot. The human element is deteriorating which I find concerning for a top-class loyalty program.

EuropeanPete

The trouble with anecdotes is that they're anecdotes, but I've had one Starwood interaction recently and it was terrible. I doubt it's merger-related though.

I used the usually excellent SPG Platinum chat to ask why flights from AMS-DXB gave an error along the lines of "SPG travel does not serve that location" - the agent tried suggesting there were just no flights and then just said that one of AMS and DXB (two of the world's largest airports) were clearly just out of the programme for some reason, but she couldn't tell me which one and wouldn't talk to anyone else who might know.

Pretty much how to annoy a customer for no reason 101.

KENNECTED

NO. Not sure how this is relevant, as the programs are operating separately.

Based on what you wrote, it seems like you're using a broad brush about customer service, based on the experience at this one property. If this is about the Aloft San Francisco, perhaps it should be discussed in that thread?

Call the property again, then asked to be transferred to the front desk. They can help you get to someone on site.

controller1

I called the Starwood Platinum reservations line last week for a special booking. The agent was one of the friendliest and efficient telephone reps I've had in a long time. I actually felt better after the call than I did prior to calling!

Finance_underling

NO. Maybe I should've clarified that the first rep was from their general line, not at that specific property. My hunch is that I was speaking to a call center on different soil to one(s) I called in prior years.

I'm worried that Marriott has already been influencing broader cost cuts to SPG. To support that guess, their app recently has had significant bug issues without regular updates -- which could be a sign of reduced investment. Regardless, I value CS above all else and find the loss in quality disturbing.

Like the guy said, if the option is not on their computer screen, they can't generate alternative ideas much less empathy. Similar to how a request deviates from the routine script, they would loop or stop.

controller1

I'm still laughing at this one! The app has had significant bug issues since it was introduced! It is certainly not a recent issue.....

JordanYVR

I also had two very positive experiences with the Platinum line over the past few weeks:

1) Wanted to shorten a 4 night award stay to 2 nights on a booking that was made before a category change. Did this via online chat. The rep called the hotel and confirmed that they could accommodate, and this was almost complete but I had to leave in a hurry. The rep called me a few minutes later while I was on the road to complete the transaction. Great service.

2) I made a booking at the Le Meridien BKK instead of the Plaza Athenee for a conference next week. I also booked pre-paid in a rush. Within a few minutes of making my booking I noticed the mistake and called the platinum line. The rep contacted the hotel on my behalf and cancelled the booking without penalty.

Very happy with both experiences.

Finance_underling

I'm envious. This is what I got: "This time only I will give you a courtesy by adding the additional night at the current reduced rate but keeping the rest of the reservation the same." This isn't a bot.

I'm also glad that you got a response from online chat. My last chat message did not get a response.

yeunganson

I also was using the Platinum desk recently for a complex problem. Their English sounds North American so no problem with that. Two of them were ok helpful but couldn't solve the problem. The third one went beyond what is needed and really tried various tricks and still couldn't solve the problem.

But kudos to 3rd agent's effort, I asked her to transfer me to supervisor and offered my praise which is written into some report.^

I will have to call the Platinum desk again this week to follow up and see if there are any resolutions.

Oxon Flyer

The OPs question is very relevant. There may well be all sorts of behind-the-scenes changes already happening as SPG is prepared/wound-down for integration with Marriott Rewards.

Already, the Q1 promo has MRs fingerprints all over it ....

hoteltraum

The app is brutal and full of bugs. This has been the case for a while. I am speaking to the Platinum line regularly and they continue to be very good from my perspective.

margarita girl

My travel agent commented that they have lost their Starwood rep because of the merger and she is very disappointed as the Starwood rep was unbelievably helpful. I did not ask if Marriott rep is representing both chains now.

KENNECTED

Let me clarify, I'm in NO WAY saying the OPs question is not relevant, but I believe that the programs are being handled separately. You raise a good point, as we are not privy to what is taking place "behind the scenes". However, this is about Customer Service and in my experience - I've seen no change.

For promotions, I do think we will see "mirrored" programs going forward.

stant

I have had to use SPG plat customer service recently for multiple small issues, and some not so small, such as accidentally booking the wrong property in the right city on a pre-paid rate. Normally if you call the property or the normal call center with such requests they will just tell you that pre-paid rates arent refundable. The plat reps can help however when you goof up and need to switch a pre-paid reservation around.

m0hamed

SPG Plat Concierge used to be based in Singapore, Ireland and the US depending on what country you call from and time of call.

I've never called the general line but I've never spoken to anyone in India.