Originally Posted by
transportbiz
It works either way, this whole experience is beginning to smack of the United/Continental merger under Smisek.
I still don't get this comparison that people keep making. With UA/CO, not only was IT screwed up and the program devalued, but the experience of actually flying with them was horrible. My experience at Marriott's is as consistent as it's ever been (including legacy SPG hotels).
Originally Posted by
azepine00
I was SPG plat before with occasional marriott stays - it was always a good experience; even without any MR status phone CSRs were consistently professional and helpful.
Now as Tit/Plat it seems completely random sometimes you get someone competent sometimes completely clueless... i see this merger as good+good = average and inconsistent
I often wonder why people are calling so often. Most of what I need to do is on the app or website. As a LT Platinum (current Titanium) I need to talk to a phone rep maybe twice a year. Last time, I was in IAH and found that my connecting flight home was cancelled and I needed a hotel quickly. I had a free night cert. So I called while I was walking through the airport, and the rep was very helpful in giving me the hotel choices and booking it for me. Incredibly polite the whole time. I could have stopped and figured it out myself, but he saved me 10-15 minutes, which seems like hours when you've been traveling all day and then just want to get some sleep before your 7 am flight the next day. So when people call so often that the service becomes an issue, is it that rather than asking for help they're asking for special treatment of something they're not entitled to?
Originally Posted by
krlcomm
Am I the only person that's offered breakfast in the hotel restaurant on the weekend when the lounge is closed?
No, of course not. It just doesn't fit the story. Breakfast in restaurant > breakfast in lounge.
Originally Posted by
wsucougarchick05
Question for y'all.
I work at the hotel level for Marriott. What can we, as associates in individual hotels, do to create a better atmosphere for our guests (elite and non-elite alike)?
Yes, I will share this information with my management, if needed.
That's a loaded question. Legacy Marriott customers want to be treated as they always have. Legacy SPG customers do as well, but that program doesn't exist any more. Most of the complaints you see here are TRULY directed at the corporate rewards program, not the hotels.
When there's a merger like this, there's always an effect on employees. Some benefit greatly and they tend to be happy. Some don't, or they just don't like change. All of that can translate to how a customer is treated. It's usually temporary as the employees who aren't happy leave and are replaced by new hires still in the "honeymoon period" with their new employer.
But in the end the simple answer is treat your customers as if they might have a better choice of hotels just down the street (because they usually do). And when your hotel gets their money, it flows to employees through salary, wages, tips, etc.
Unfortunately, that won't reduce the amount of noise or complaining in this forum, because it won't bring back SPG.