Originally Posted by
FlyerGoldII
I do not think that providing the nature of my complaint re: the Hampton Inn Munich in 2018 and the resolution of the issues with the Hilton executive customer service department (which does exist) is relevant to the question which I posed in my opening post. I consider that a generic question - the only reason I cited my complaint to Hilton was that they do state that they have an executive service desk - so I was wondering if Marriott offers the same service;
I am asking the question on this forum - because as my status suggests - I stay at a Marriott family of hotels frequently enough.
I do not have any outstanding complaint that I have to deal with in terms of Marriott hotels - over the years, on occasion, I have dealt with the Marriott (or other family of) hotels directly.
But the analogy to my Hilton complaint is such - if the hotel in a Marriott chain of hotels can not deal with my complaints to my satisfaction, is there an option of going to an executive customer service desk in Marriott, as was my experience with Hilton. The implication from most responses to my question is a "no".;
Your experience with Hilton was that you contacted the representative on Flyertalk, you can do that for Marriott as well as many people have posted above. The Hilton representative, like the Marriott representative, is part of the customer service organisation, they can escalate the issues to relevant levels of the organisation. So all the same for the two companies.
The people being escalated to may not have a fancy "executive" attached to their department name, but does it really matter if the issue gets resolved in a decent time frame. Will it always get resolved to the customer's satisfaction? Debatable; despite the saying to the opposite, the customer is not always right. So no guarantees there, but as long as the complaint is valid it usually will.
Then comes the question, is Hilton more responsive than Mariott. In my limited experience, I'd say about same same. But I have actually had very few reasons to contact customer service for either, but it has always worked out well. Though strange as I am, I have just used the standard contact form on the websites while logged in to my account.