Some random thoughts on using this as a way to contact Marriott. If Marriott is considering this as an option for a permanent lurker on this board, my advice to them is DON”T waste your time.

I emailed a request for missing points and an issue about a billing problem with a specific property using this email address yesterday and about 24 hours later I got response taking care of the missing points request and totally ignoring the request for help on the other problem other than to suggest that I contact the hotel directly. Part of my request was for a contact name and email address for this property, It was not provided.

Now the random thoughts…….

1. When one emails the Starwood lurker, my experience has been that I get a response within 10 minutes or so if sent during working hours. While not unacceptable, if you are going to take 24 hours to respond in the future, I’m not going to bother emailing, I’m going to pick up the phone and call. I wonder which cost Marriott more money.

2. In reviewing the *wood site it appears that their lurker handles all sorts of issues and problems for their guests. The last line of the Marriott email sent to me today says “We are always happy to assist you with your Marriott Rewards account.” The type of service that we are requesting Marriott provide on this forum would involve a great deal more than issues with our rewards account. Quite frankly a call to the PLT Desk would have been quicker and easier to have used and could have more than likely solved the request for the missing points and the information needed to contact the property. (Once contacted by email, the property responded with 30 minutes. Kudos to the management at this property for providing great customer service.)

3. A second email was sent yesterday asking for a straight forward official corporate response to the upgrade question that has been going on in this forum in several threads for quite some time now. If there is an official position on this benefit why has it been 24 hours and no response to the email sent to the flyer talk address? It is my understanding from my conversations with Marriott and reading this forum that these emails go to a special customer service desk and are given priority over other requests for information. Much confusion and frustration from some of your better customers could have been avoided with an official presence on this board. I don’t think an email address would work in this case.

The rant is now over……..



[This message has been edited by longing4piedmont (edited 08-27-2003).]