They really need to fix this. Today I booked two reservations for my wife on line. I called the Titanium number and after 3 agonizing minutes of voice prompts spoke to an agent who said no problem and proceeded to do it very quickly on both reservations. Luckily I looked at the emails to see if the name was on them only to discover she had also changed the number of guests to 4 from 2 which increased the rates substantially.

The call back was equally painful as I went to the regular agent pool and it was taking so long that I finally asked the agent to cancel everything and I rebooked both quickly and then called the hotel direct. It really shouldn't be this hard.