Not only has Marriott destroyed all facets of their customer service call center, I just learned that they will NO LONGER offer waivers for Platinum Premiers who need to cancel rooms. My reservation is for tomorrow and they said they would charge me for the cancellation.

I am in the process of getting a Hilton status match (after 18 years of Marriott Platinum) and am doing something about this.

They have, simply, screwed up all of their customer service. They used to be so good! Now they suck.