Originally Posted by btonkid12345

I didn't know about #2 . Thank you!

The first-level phone agents that answer the Titanium phone are useless. They can barely run a search for a new reservation.

I always ask for "Elite Services" as soon as the first person answers. "Elite Services" is the moniker for what the Plat+ agents used to be, but these agents are also "Supervisors" and have some more authority in the system it seems. They certainly have been more compassionate, competent, and able to get things done.

For example: I tried to cancel a reservation online but had another open in another tab and the wonderful BONVOY IT cancelled the wrong one. Called, first agent said nothing can be done. She "called the property" and they said the same.

I asked for Elite Services. The agent who picked up there was so much better, actually called the property, and quickly had the reservation reinstated.

It is super annoying that we are "elite" yet have to deal with the new bumbling first-line agents, but I just see them as triage. Easy to bypass them.

Finally, I have had an Elite Services agent waive a cancellation penalty once. She entered some waiver code. So I guess its possible, but only time I've ever tried to cancel like that so no idea how common it is.