Marriott's Customer Service : General Discussion Thread
May 28, 2018, 1:34 am
#31
Join Date: Nov 2012
Location: London, UK
Programs: Marriott, Virgin Atlantic, BA
Posts: 187
I had a message from MR saying that my SPG and Marriott accounts are going to be unlinked soon, I suspect because there's a different variation on my name on each account. They ask me to contact them.
I am getting the same unresponsiveness. Fortunately, I'm not too worried, although, if it gets closer to August 1st, and still unresolved, I'll be a little miffed.
I am getting the same unresponsiveness. Fortunately, I'm not too worried, although, if it gets closer to August 1st, and still unresolved, I'll be a little miffed.
May 29, 2018, 2:02 am
#33
Join Date: Apr 2007
Location: Anywhere
Posts: 6,576
In fairness I got through to a live person after holding for 7 minutes (yes, I was keeping track!) and the person could see that I had submitted an online claim, retrieved it, and posted the stay manually. The total points refreshed on my MR account (both online and app) instantly, although the actual transaction reflected only a day later (perhaps via a daily refresh).
May 30, 2018, 8:10 pm
#36
Join Date: Sep 2008
Location: AUS after 40+ SFO/OAK
Programs: UA MM (recovering former 1K), Marriott Titanium Lifetime
Posts: 550
Emailed yesterday morning regarding incorrect points posting. Received this auto-reply:
Thank you for contacting Marriott!
We have received your email. For your records, the following case number has been created: xxxxxxxx.
We are experiencing higher than normal email inquiries. (emphasis mine)
One of our team members will review your inquiry and respond to you as soon as possible with a personal reply.
Thank you for choosing Marriott!
So far, no actual response; I'm expecting that I will have to call.
Thank you for contacting Marriott!
We have received your email. For your records, the following case number has been created: xxxxxxxx.
We are experiencing higher than normal email inquiries. (emphasis mine)
One of our team members will review your inquiry and respond to you as soon as possible with a personal reply.
Thank you for choosing Marriott!
So far, no actual response; I'm expecting that I will have to call.
May 31, 2018, 7:16 am
#37
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,417
I would disagree. I can easily imagine some executive whose responsibilities include the call center or general customer service deciding to hide the meltdown from his/her boss, or at least deciding to "postpone" communicating the problem upward in the hierarchy. For all we know, the person is expecting a big bonus for his/her role in cutting costs.
May 31, 2018, 7:33 am
#38
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Sand still exists and there are those that insist problems will go away if they ignore them. The age of shooting the messenger still exists and staff changes can be hidden by merger changes. And to finish out my line of platitudes, I'm sure there are a lot of tree-huggers hoping to make it past the final merger activities.
May 31, 2018, 7:35 am
#39
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
In fairness I got through to a live person after holding for 7 minutes (yes, I was keeping track!) and the person could see that I had submitted an online claim, retrieved it, and posted the stay manually. The total points refreshed on my MR account (both online and app) instantly, although the actual transaction reflected only a day later (perhaps via a daily refresh).
May 31, 2018, 2:26 pm
#40
Join Date: May 2002
Programs: WN F9 HA UA AA IHG HH MR
Posts: 3,305
The website appeared to be functional today, so I made a reservation at an FS for a two bed room in a couple of weeks. The website showed the room type as guaranteed. Later received the confirmation indicating that the room type was sold out and they charged a deposit to my Visa card. This is getting irritating. 
Jun 1, 2018, 2:41 am
#41
Join Date: Apr 2007
Location: Anywhere
Posts: 6,576
Emailed yesterday morning regarding incorrect points posting. Received this auto-reply:
Thank you for contacting Marriott!
We have received your email. For your records, the following case number has been created: xxxxxxxx.
We are experiencing higher than normal email inquiries. (emphasis mine)
One of our team members will review your inquiry and respond to you as soon as possible with a personal reply.
Thank you for choosing Marriott!
So far, no actual response; I'm expecting that I will have to call.
Thank you for contacting Marriott!
We have received your email. For your records, the following case number has been created: xxxxxxxx.
We are experiencing higher than normal email inquiries. (emphasis mine)
One of our team members will review your inquiry and respond to you as soon as possible with a personal reply.
Thank you for choosing Marriott!
So far, no actual response; I'm expecting that I will have to call.
Jun 11, 2018, 7:47 pm
#42
Join Date: Sep 2008
Location: AUS after 40+ SFO/OAK
Programs: UA MM (recovering former 1K), Marriott Titanium Lifetime
Posts: 550
Well you are right that I got no response. However, I am returning to the same property in Louisville next week, so when I check in I'm going to ask them to fix the missing arrival gift from the last visit. I also know who one of the managers is due to an issue from my last visit, so theoretically I have at least a tiny bit of leverage.
Jun 15, 2018, 7:59 pm
#43
Join Date: Nov 2006
Location: DFW or Somewhere Else
Programs: UA Plt /Delta DM/ Marriott Platinum Prem./Hilton Diamond / Hyatt Globalist /Hertz PS / National EE
Posts: 1,107
Marriott Customer Service Meltdown - 7 weeks and rolling
Does anyone have any inside information on Marriotts issues with hold times. 25 minutes every time I call the Platinum Premiere line and an automated person that guards the crap out of it! This has been going on for 7 weeks. How much patience does Marriott expect people to have ? Am I the only one experiencing these hold times?