I guess for me, it has been very frustrating dealing with the platinum desk. I used the online chat a lot, as I like to resolve hotel issues while having conference calls for work. There are several issues lately that agents are reluctant to help.

1. I asked for a spa menu to be sent via email to book an appointment urgently, as I know the spa fills up fast based on experience, and the first agent said he escalated the request and emailed management, yet nothing was sent in 24 hours. I accessed the online chat again and that agent was ridiculous in claiming that the only way to get the spa menu is by calling the spa, for which I know for that property, the concierge has it. I asked the agent to call the concierge and she refused. I explained why I need the menu and then asked again for the agent to call the hotel and she refused. She even told me to call the hotel myself! I explained to her I was traveling and don't have the time to deal with that. I asked to speak to a supervisor and she said supervisors don't perform outbound calls. If I need to speak to one, then I have to call myself. She gave me a US toll free number, even though I told her I was traveling and that would cost me. She insisted that number would be toll free anywhere in the world. I have never experienced such a bad experience before.

2. When I completed a stay, nights were not credited correctly. Used the chat, and of course they could not help. Luckily I had the folio and just sent it to research. After research "fixed" the issue, my Take Two promo points did not post. I chatted with platinum desk and of course she could not help. Asked to speak with a supervisor and she just said she would talk to the supervisor instead. The supervisor "fixed" the problem, and of course the points did not post correctly as of today.

The service at the platinum desk has gone down seriously in my opinion. Those people are not really providing customer service. If I am asked to do everything myself, then what is their value of existence.