The last two times I called Marriott Customer Service, I did not have the Silver/Gold phone number with me so I got the basic Marriott customer service.

I must say I was terribly disappointed with the quality of people manning the regular phones for Marriott Customer Service. First of all, when I asked a question about Marriott Rewards, the person did not know any thing about the program other than that Marriott had one. She could not tell me anything about it without putting me on hold and getting back to me.

Second when i asked how many points and/or nights to move from Silver to Gold, they again had to put me on hold to ask someone else.

Third when i was booking my reservation using my Marriott Rewards account number, she got the reservation wrong and had to start all over.

Needless to say I was quited pissed. I will make sure from now on that I only deal with the Silver/Gold/Diamond elite member desk. At least those people can get you an answer without putting you on hold.

Marriott you need to take a look at your Phone Customer Service. Is has slipped into the poor category with un-informed people answering your phones.