Originally Posted by
sxpsxpsxp
Here's my $0.02, for what it's worth.
I just called 800-399-4229 from my home phone. The computer thanked me by name and then thanked me for calling the titanium reservation line (even though I'm a lowly plat, but hey, I won't complain). I told the computer I wanted reservations, and within 2 minutes I was talking to a very nice lady with a southern US accent. Now, she wasn't particularly effective or knowledgeable, and had to put me on hold several times to consult with others, but she was extremely pleasant and was obviously invested in helping me (no sarcasm there).
That is typical of my experience most of the time as well. However, there are situations where putting me on hold and asking a supervisor doesn't always solve the problem. When the issue has to be escalated, that can take a really long time.
I do think that most of the Marriott customer service reps really want to help. They aren't always given the resources they need to do so, though.