Originally Posted by
craigthemif
Actually it doesn't. Points will disappear for days after cancelling award stays for example. CS has proven to me on several occasions that they can't read basic English and have taken weeks to reply regarding lifetime nights, etc.. Simple stuff really. Nobody's doubting that Marriott CS is a disaster, but pointing to Hilton as "doing CS better" is giving them way too much credit.
YMMV clearly but I've never had major issues. The only thing I can point to is the piggery that resulted from the system switchover in late October. Marriott OTOH has been a car crash since the integration (zero CS emails replied to, only the lurkers have been of use, account not combined after several weeks trying..)