Marriott's Customer Service : General Discussion Thread
May 8, 2018, 5:55 pm
#16
Join Date: Dec 2012
Location: PHL
Programs: AA Plat, MR AMB + (LTT) , Hertz PC, UA Silver, HH Gold
Posts: 265
As others have said, it used to be easy to get someone on a phone. Within minutes. Now even as Plat Prem, I had to wait 32 minutes on hold to get a point situation fixed. the last 4 calls I've averaged 22 minutes on hold.
May 18, 2018, 1:02 pm
#17
Join Date: Feb 2002
Posts: 110
Sounds like a good number of you have had a similar experience.
We are going to Europe this summer and I used points for 2 rooms for 9 nights - including two Ritz Carlton's (Vienna and Budapest). That pretty much drained my points. Given the service deterioration and the changes to the SPG Amex (the mechanism for a good portion of my points), I guess I'm going to start "sleeping around" with other chains.
(might just go to a cash back card - maybe the Charles Schwab 1.5% cash back card) - I guess a topic for another thread.
We are going to Europe this summer and I used points for 2 rooms for 9 nights - including two Ritz Carlton's (Vienna and Budapest). That pretty much drained my points. Given the service deterioration and the changes to the SPG Amex (the mechanism for a good portion of my points), I guess I'm going to start "sleeping around" with other chains.
(might just go to a cash back card - maybe the Charles Schwab 1.5% cash back card) - I guess a topic for another thread.
May 24, 2018, 12:54 pm
#18
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,232
Website's customer service link is unresponsive
Anyone else try emailing Marriott customer service through the website lately? I've submitted two request now for missing stays, and two other requests for additional info for a hotel and upcoming reservation... been a couple weeks and haven't gotten any response besides the initial auto-acknowledgement email.
Whats going on over there?
Whats going on over there?
May 24, 2018, 12:57 pm
#19
FlyerTalk Evangelist
Join Date: May 2001
Location: MSY; 2-time FT Fantasy Football Champ, now in recovery.
Programs: AA lifetime GLD; UA Silver; Marriott LTTE; IHG Plat,
Posts: 14,518
I sent a message 9 days ago, seeing if they could get me my count of elite years. I got the immediate auto-reply, but nothing since.
May 25, 2018, 9:38 am
#20
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,795
This is getting quite ridiculous.
I have requested a Platinum Challenge on 10 days ago via both the Website Form and email to [email protected]. I only got auto replies from both. Eventually I called to sign up by an At Home Agent. Never receive an Acceptance email from the phone agent channel.
Then I received an email from an Internet Communication Specialist a couple days later, informing me an Agent has registered me for the Challenge and confirmed the details. I thought everything has been set up correctly, and have booked stays that the first one is on May 28 Monday with the cancellation deadline tomorrow.
Then this morning I receive another email, from the SAME internet communication specialist, but replying to the Website Form request, telling me to reply to the email to Accept the Offer of Challenge and then the Offer would become effect in 3 business days after Acceptance... While I am supposedly registered already on May 18?!
I cannot believe it is the SAME internet communication specialist replying on the Plat Challenge, and even so, the lady apparently did not check the latest status in the Marriott Member's Account before sending out the boiler plate offer.
I may have to cancel the May28 stay just to be on the safe side if I cannot get a clarification reply today or getting through Marriott Reward via phone call.
I have requested a Platinum Challenge on 10 days ago via both the Website Form and email to [email protected]. I only got auto replies from both. Eventually I called to sign up by an At Home Agent. Never receive an Acceptance email from the phone agent channel.
Then I received an email from an Internet Communication Specialist a couple days later, informing me an Agent has registered me for the Challenge and confirmed the details. I thought everything has been set up correctly, and have booked stays that the first one is on May 28 Monday with the cancellation deadline tomorrow.
Then this morning I receive another email, from the SAME internet communication specialist, but replying to the Website Form request, telling me to reply to the email to Accept the Offer of Challenge and then the Offer would become effect in 3 business days after Acceptance... While I am supposedly registered already on May 18?!
I cannot believe it is the SAME internet communication specialist replying on the Plat Challenge, and even so, the lady apparently did not check the latest status in the Marriott Member's Account before sending out the boiler plate offer.
I may have to cancel the May28 stay just to be on the safe side if I cannot get a clarification reply today or getting through Marriott Reward via phone call.
May 25, 2018, 12:35 pm
#22
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,795
Right you are.
See this post from a LT Gold this morning trying to book a Travel Package. Five or Six calls each over 30 min to no avail until finally someone called him back because he was disconnected. (Lucky him to get a call back), and more hold unhold hold sequences before he got what normally can be done in a less than 15 min call from start to finish,
https://www.flyertalk.com/forum/29793537-post3190.html
See this post from a LT Gold this morning trying to book a Travel Package. Five or Six calls each over 30 min to no avail until finally someone called him back because he was disconnected. (Lucky him to get a call back), and more hold unhold hold sequences before he got what normally can be done in a less than 15 min call from start to finish,
https://www.flyertalk.com/forum/29793537-post3190.html
May 25, 2018, 1:03 pm
#23
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,172
Right you are.
See this post from a LT Gold this morning trying to book a Travel Package. Five or Six calls each over 30 min to no avail until finally someone called him back because he was disconnected. (Lucky him to get a call back), and more hold unhold hold sequences before he got what normally can be done in a less than 15 min call from start to finish,
https://www.flyertalk.com/forum/29793537-post3190.html
See this post from a LT Gold this morning trying to book a Travel Package. Five or Six calls each over 30 min to no avail until finally someone called him back because he was disconnected. (Lucky him to get a call back), and more hold unhold hold sequences before he got what normally can be done in a less than 15 min call from start to finish,
https://www.flyertalk.com/forum/29793537-post3190.html
but when 1) no confirmation emails arrive, 2) there's no online chat as an option (did one ever exist w/Marriott?), and 3) e-mails aren't answered (on top of the phone issue)...to me that is the definition of a meltdown.
May 26, 2018, 9:37 am
#24
Join Date: May 2002
Programs: WN F9 HA UA AA IHG HH MR
Posts: 3,305
Trying to make reservation on the website this morning. Keep getting the "Unexpected Error" message. OK no problem to go Marriott app. Nope, can't even get past the sign in page. Guess we'll be staying at a Hilton.
May 26, 2018, 9:52 am
#25
Join Date: Apr 2015
Location: BDL, BOS
Programs: Marriott Lifetime Titanium, AA EXP, IHG Diamond Ambassador, Hyatt Explorist
Posts: 629
Full Marriott meltdown today - website unresponsive as well as the call center. On hold for 30 minutes and get a message that no one is available and to leave a message.
May 26, 2018, 3:10 pm
#26
Join Date: Apr 2007
Location: Anywhere
Posts: 6,590
Anyone else try emailing Marriott customer service through the website lately? I've submitted two request now for missing stays, and two other requests for additional info for a hotel and upcoming reservation... been a couple weeks and haven't gotten any response besides the initial auto-acknowledgement email.
Whats going on over there?
Whats going on over there?
May 26, 2018, 6:13 pm
#27
Join Date: Jan 2009
Location: TUL
Programs: AA EXP 2MM; Marriott Titanium; Hilton Diamond; Hyatt Explorist; Vistana 5* Elite; Nat'l Exec Elite
Posts: 6,177
And you'll be waiting anywhere from 45 minutes to over three hours before you ever get to talk to anyone. The Marriott Customer Service the past few weeks has been non-existent.
May 27, 2018, 7:14 pm
#28
Join Date: Sep 2008
Location: AUS after 40+ SFO/OAK
Programs: UA MM (recovering former 1K), Marriott Titanium Lifetime
Posts: 550
I do my best to avoid calling in as much as possible (even with an Ambassador, and even with good SPG customer service...just my preference)
but when 1) no confirmation emails arrive, 2) there's no online chat as an option (did one ever exist w/Marriott?), and 3) e-mails aren't answered (on top of the phone issue)...to me that is the definition of a meltdown.
but when 1) no confirmation emails arrive, 2) there's no online chat as an option (did one ever exist w/Marriott?), and 3) e-mails aren't answered (on top of the phone issue)...to me that is the definition of a meltdown.
Therefore, I'd conclude that they do have the tool, but it's a one-way mirror. Bizarre.
May 27, 2018, 10:10 pm
#29
Join Date: Mar 2018
Location: Seattle WA
Programs: Alaska MVP Marriott Platinum Elite
Posts: 11
I canceled a stay and requested the 40,000 points be returned to my account. Eventually placed (12) telephone calls to the Platinum line where the minimum hold time was 30 minutes. None of the calls were answered. Placed my refund request via email one week ago, auto response assigned a case number, one week later and no further communication. I plan to file a complaint Tuesday morning with the State Attorney General. I'd encourage you all to do the same.....
May 27, 2018, 10:29 pm
#30
Join Date: May 2002
Programs: WN F9 HA UA AA IHG HH MR
Posts: 3,305
I suspect that executives at Marriott International are not aware of the chaos at Marriott Rewards/Reservations. I would call M.I. in Bethesda first and give them the opportunity to fix their problem. And ask for extra points too.