If my recent experience is anything to go by Marriott's customer service may be improving, at least in some respects. In December I had a stay post incorrectly with respect to points awarded. I received an Auto Response stating that it would take 10 days. I contacted them a month later before eventually it was fixed by William after I contacted him through FT ( Thank you again). In February I had a similar problem , which took over 3 weeks and a second follow up to address. Today I filed a third, identical issue and it was corrected within 30 minutes. The response time was much better, although it would be nice if I didn't have to watch my account so closely. Today there were 6000+ points missing, in February 18,000 and in December 24, 000 plus 5 nights, so if I hadn't noticed it would have been a fairly significant amount.