I came from the Marriott side, and watched the steep drop in response from official channels over the years. Then came SPG, and for the year before the August merger of the 3 programs, saw tons of interaction. In the past year I have really felt that the responses dropped off a cliff. I would see an unsigned post by a lurker saying to send details, but this seemed to me to be quite sparse. It felt like the lurkers were Marriotted quite quickly (I can't call it bonvoyed as this reaction predated the program.).

I honestly felt customer service was quite good at Marriott call centers up to 2017, even if the presence here dropped. Now, it's lacking all around.

If this is the normal, it can't be a surprise that someone as respected as William would move on.

I haven't had many issues that needed assistance luckily, but it is a disappointment to see this occur.