I'm with you. Very frustrating that properties can close cases without any feedback to the Bonvoy member. CS should at the very least get back to the customer with resolution whether it's what the customer requested or not.
Originally Posted by
wendySFO
The question is what the Customer Service team does? Are they suppose to drive for a resolution for the case I open (regardless in favor of the elites or not)? Should they get back to me when there is a response or let it sit there rotten? does it sound right the property involved in the case can close the case and there is nothing relay back to me who open the case?
Sounds like close the cases by properties are nothing new from hearing experience of other FTers here. And so far I see no evidence there is any SLA built-in to meet my needs.
This make sense if I am not their customer, as some pointed out here. Then Marriott should not pretend the Customer Service is for Loyalty Program Members, they are not here for me.