Called the T line today to change the # of people in a booking. I told the CSR the situation: I attempted to change in online but it priced with the latest pricing = 4k points more. It's a TPS so there's no extra person charge.

The first thing the CSR said was, "Let me try to change it". She got the same result me = 4000k more.

I told her that this is exactly my point - I couldn't change it online, hence I called for help. She said, "in this case, I need to open a case to the hotel".

I was so shocked to hear that a case is needed to even something that's so simple. I told her that I think it's too much to open a case to inform a hotel about changes of number of case, and I said I would rather call the hotel myself and asked them directly.

She said, "If you call the hotel directly then I won't open a case".

I said no thanks to her.

A few weeks prior to this, I called asking Marriott to reconsider extending the SNAs and that I receive no promotion for a long time.

The same thing happened, "I'll open a case for you". I thought it was a bit much but they said it's the only thing they can do so I said ok. A week or 2 later I got a standard reply saying promotions are targeted.

If little issues like this need to open a case, there must be trillions of cases now.

Basically Marriott CS are pretty useless these days, why are they even there? Maybe they can actually put out a recording saying that we can't do more than what you can do yourself online instead of promoting a credit card that I'm not eligible for since I don't live in the US.