Originally Posted by
Ilovepasta
Wow "clickbait"? / that is kind of unfair. This is not about terms of conditions. That whole process of speaking to customer service reps at Marriott was eye- opening to us - it was very difficult to talk to anyone sometimes. At one point we were contacted by a rep in singapore by email at 4am where he said as he was in a different time zone we could try calling the general customer service line again. The first few customer service reps we talked to all agreed we had an issue, just couldn't do anything about it.
You can agree or disagree with my issue with Marriott (whether something as material as whether a Property in the Marriott app participates in the program or not should be disclosed on booking pages instead of just relying on Ts and Cs -which most travelers do not read every times they book), but it highlighted to us what little value we have gotten from the program recently.
And yes, though i have been a lurker on this site for many years, I like many others wasn't motivated to post until something that I considered outside the norm happened.
To be fair, we had an excellent customer service with Delta around the same time (outside the norm in a positive way) and I posted about that in the Delta forum too.😀
I agree with you that customer service has declined and been on the decline imo for years. I complained on here a few months ago that I as a Lifetime Titanium AND Ambassador I could not get anyone from Marriott's Ambassador team to post my points from a stay that I just had completed. The policy is normally we all have to wait 10 days(which is totally ridiculous) for points to post automatically before anyone from Marriott would post them manually. But I needed an exception(which they also do from time to time depending on if the Ambassador agent is sympathetic or flexible) because I wanted to make a quick new points reservation and save myself a couple of hundred dollars. I had just checked out of a Marriott hotel and spent over $2400. I earned those points but got nowhere for hours from multiple Amb agents. It was terrible. We're the highest status and none would even reach out to a supervisor at the very least to try and help me.
So my point is if I an Ambassador and Lifetime Titanium can't get things done, I can only imagine how you feel. The whole chain has gone so downhill since this merger. And with this uncaring CEO who only worries about the owners - it's only gonna get worse.