Do you call SPG/Marriott central customer service? Or the actual hotel? For hotels overseas, it's a little annoying if you have to do the 2nd.
Actual hotel, then when that started failing, I called the SPG/Marriott customer service line. Well, the Titanium line.
So, yeah, calling a hotel overseas (whether overseas is Asia, Europe, the Americas, whatever) is more problematic.
One time, though, I was able to *email* a hotel in Paris to ensure that my daughter would be taken care of, same with another daughter in Amsterdam. Not sure how I got those email addresses.
But, give customer service a call first.
And, also, as in the previous message, I have had to add someone as an additional guest sometimes.
What drives me nuts about this is, there is no consistency.