Originally Posted by Joeman

A friend once said "people will step over dollars to pick up pennies". It seems companies can do that too.
Here is how Marriott's Guest Experience Assistance Team will cause a 35+ year member start going to Hilton over ~10K points.

I had two experiences recently that caused me to interact with guest services.
The first was a busy front desk person who charged the incorrect card. I asked if the charge could be moved, raising a case. No response, but time passes, oh well.

The second involves a booking at the LAX Airport Marriott, where I wanted to extend an upcoming booking of two rooms on points, so I called in instead of just using the website.
The rep I spoke with was very attentive, great interaction, and helped me extend. Unfortunately, during this time, after one room was booked, the price to extend the second room jumped by 10K points. Yes, during the call.
The rep apologized, and let me know he had no control over rate changes. OK, I get that, so I suggested maybe he could credit my account with points to compensate. Hotel desk personnel will do that often if there is a issue.
He says "I can't, but a supervisor may be able to, would you like me to transfer you?"
"Yes please, and I'd like to tell them how great you were to work with, can I have your name?" to which he gives me is full name.

I speak with the supervisor, explain the situation, and her response is "we have no control over rate changes"
I had already suggested a point compensation, and received the response "we have no control over rate changes"
No matter how I rephrased the question, she never said she couldn't credit me, only "we have no control over rate changes"
So, I asked for her full name so I could escalate, and she yelled (yes, yelled) "I DON'T HAVE A LAST NAME" ( I didn't realize I was talking to Lizzo)
I ask for a case number and she says her full name will be on that case.

A few weeks pass...

I call Marriott as I have not received any response to my case.
Me: "can I have the status of case xxxxxxx"
Rep: "let me ready through the notes"
~jepordy music~
Rep: "can you tell me what you want to know?:
Me: " will I recieve any response, has it been esclated, oh, and BTW - the person who has no last name said her name would be on the case information, is it there?"
Rep: " I don't see any names associated with the case"
Me: "None?"
Rep: "No"
Me: " funny every software I have ever implemented records the users name that enters the record, especially ones like a case"
Rep: "umm, well, yes, there is a name, but... "
Me: "great, so can we escalate the status of this case?"

A few more days pass....

I receive an email from the "Guest Experience Assistance Team"

just a few excerpts:

"According to your comments, an interaction took place and you claim that the person that you spoke to was rude. Allow me to extend my apologies for any difficulties you may have had. We strive to provide the utmost in service excellence and I am sorry if that may not have taken place"
Great lawyer speak, especially the "You claim" part.... kinda feels like a really tone deaf apology... followed up by the canned "your comments are important to us"
no resolution provided nor any indication that there would be any follow up from Marriott.

4 emails later :
"Please know that I am a supervisor in the Guest Experience Assistance Team and have the appropriate tools and resources to respond to your inquiry. We do not have further teams or levels for escalating your inquiry."

And the last email ends with:
"I apologize since additional forms of service recovery will not be provided."

So, for about $85 worth of points, my 100+ nights of business travel a year now move to Hilton.

Kudos to you, Guest Experience Assistance Team