I think the response time has been much improved.
With that said however it is still painfully obvious that they are having to check with higher ups for every response that is not on some database in their computers-and these "let me check"responses do take some time.

In the examples noted above did the OP's ask for the concierges help?
In the future perhaps that would be a good signal that an"official"response from MI would be appriciated.

They will never be Starwood Lurkers-but that is because Marriott's culture seems to be different from Starwoods-and not in a good way.