I have found Marriott Customer Service to be very well run although I can see why some think they appear a little arrogant.

I have the reverse experience trying to match over to HHonors. It was all done by e-mail and they were very responsive. I was pretty impressed but decided to not start the challenge/match until after my vacation.

I rarely stay at Hiltons but have the impression that Hilton has better bedding. I really don't like the pillows at SHS and FI - they are worse than Holiday Inn Express!

Is HHonors that bad?