We've all seen customer service decline across most businesses in the last few years. Marriott seems to lead the pack in my experience. However, today really took the cake.

I had 2 reservations for 1 romm each at a property. I stayed in one, a colleague stayed in another. Both were put on my credit card. Both stays were completed. I was charged for and have folios for both. Additionally, I have a GNS guest no show charge for the same dates. No big deal, it's clearly a hotel mistake and should be a quick phone call to rectify.

I call the hotel and ask for accounting. I get a vm flat out telling me if I leave a message that they'll take a long time to look in to the issue. Pretty poor IMHO but I guess that's the norm. No big deal. I just hang up, call back and speak to the front desk. And that's where the circle of ridiculridiculousness begins.

Agent takes my info and then tells me I didn't show up. I keep offering the folio numbers and he won't take them. Finally he tells me I was indeed there but I must not have only shown up for one room because I couldn't have been on 2. Huh? Finally he sees I indeed paid for both rooms but tells me that's clearly a mistake because I could only have had one. Yet I've now been charged for 3. He tells me that's correct because I didn't show up. How is that even possible? I aak for a supervisor. Of course, standard Marriott answer of "there's isn't one here". So I ask for the GM. He isn't there either. He even tells me he's the only one there. At 9am on a week day at a full service hotel and convention center? So should I believe him and be annoyed they're incorrectly staffed or annoyed because he's lying? I'm not really seeing other options here.

I decide to just cut my losses and call the Bonvoy elite line. And service declines even more! After having my number recognized, and confirming my identity, they throw every automated system at me to prevent me from talking to a person who should be able to solve this in moments. No, I don't want you to text me a link to find help on your site. I want a person to look at my account and see I was charged for 3 rooms when booking and staying in 2!

Finally get someone on the phone and explain the issue. Before she'll pull the folios she asks for part of my credit card number "to confirm my identity". Seriously? She was calling my by name for 5 minutes, I already confirmed, I had my account number, folio numbers, dates and location of stay and that's not enough? There's no reason for me to give any credit card info in this situation. I politely ask to speak to a supervisor. And her response was to hang up on me! No, we weren't disconnected. The call actually went to a survey about her performance.

Is Marriott really at the point where they're spending so much time and effort to prevent escalating an unresolved, legitimate issue? Is there no longer an even basic level of customer service or desire to resolve issues? I guess I simply have to have our accounting department dispute the charges.

Am I the only one who's having issues like this? Am I doing something wrong or should I be looking at taking my business to another brand?