I would only "guess" that marriott has better Cust svc b/c they don't have as many elite level customers to worry about, in other words, everyone coming thru the door isn't a Silver, Gold or Plat. Since they don't offer basically free memberships in their lower and mid level elite programs and there thresholds are higher than other chains, there are lesser elite members hence, more customer care is awarded on the ones who do walk through the door as they truly are frequent stay guests. Now some chains have given away the shop so to speak regarding lower and mid level elite status and it has become nothing but a commodity and is so treated by the employees of those chains.