Originally Posted by Joeman

Good Morning all,

My apologies if this all seemed unclear. I started the post around the concept of point, as I thought it was an interesting lead in. The points are a side note.
The issue for me is rude customer service.

• first rep, helped with booking: extremely nice, conversational, all about pleasant customer interaction. Needed to transfer me to a supervisor.
• Supervisor: would only respond to any question I asked with the same scripted words, no attempt to engage in conversation at all. When I requested to be transferred and asked for her name, she yelled "I DONT HAVE A LAST NAME"
  • and for clarity, my voice remained calm and even throughout the call.

After no response came from the case started I emailed Marriott for a status update
Multiple email transfers later I ended up with the Guest Experience Assistance Team. Their email response was:

Thank you for taking the time to contact us regarding an experience that you had while speaking to an associate from Marriott. Please accept my apologies for this delayed response.
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.
Please know that your comments and feedback are important and are used as we continue to improve the services provided.
We appreciate your continued dedication to our frequent traveler program and hope that you have the opportunity to travel with us in the not so distant future.

Best regards,

when an apology contains "you claim" and "I'm sorry if" it feels like a completely tone deaf apology.

so there is the issue. untrained customer service, rude responses. non-apology apologies.