I had my first encounter with Marriot customer service back in 2018. Was formerly a very happy SPG memeber, so I was absolutely blown away by how rude and obnoxious Marriot agents could be. Had to deal with their support again recently and it was worse than before. I believe their staff have absolutely zero customer service/ people skills. Having said this, this could very well be a a very very successful operational expenditure management strategy. Also, the staff at their front desks can be hit or miss. Some people care a little and others not at all.