Originally Posted by
PointWeasel
Sadly this is Marriott customer service at its finest. Zero common sense.
SPG never, ever hassled for a folio for a missing stay as a Platinum w/ or w/o Ambassador status. In fact, SPG agents would manually post the stay over the phone without question after verifying the reservation details. Now moving forward in truly awesome Marriott incompetence, the agents no longer have access to past stays under our profiles so they cannot even look it up if they wanted to. The more I think about Marriott's awful service, it makes me think of a possible Biz School Case Study on how to f-up a merger/takeover/purchase between two large companies.
That's the crux of the situation. Agents have no, zero, zip, zilch, nada, ability to see previous stays. They can't look them up the new system will not allow it. The old spg system made posting most(99%) missing stays a breeze. This one, if you don't have the folio there's little an agent can do short of calling the prop, having them read them the info(time consuming for everyone involved) or in the rare case one of marriott's systems actually work as intended, recover the folio from an entirely different system that is also tedious and time consuming, and post it based off that. Neither are fast nor efficient. Having the folio is the fastest, easiest way to get it posted over the phone.