Marriott's Customer Service : General Discussion Thread
Sep 27, 2018, 6:30 am
#91
Join Date: Dec 2003
Location: Redondo Beach, CA USA
Programs: UA 1KMM, Bonvoy LTE+A, HH D, Nat'l EE, Hertz Plat, Avis PC
Posts: 3,713
That was my quote, and I stand by it. What this OP went through is inexcusable, but they got my eyes rolling when they lapsed into the "I always got treated so well by SPG" stuff. I suppose they probably did; I never did, but I always got treated wonderfully by Marriott over the decades. Maybe we all can focus on the problems and challenges we're having with Marriott today, and letting a helpful FT community try to help, rather than turning everything into a "Marriott ruined SPG" rant. Because if an individual can't get past "Marriott ruined SPG", they would be better off taking their business elsewhere as they will NEVER be happy (plus the rest of us don't have to keep listening to all the whining).
Sep 27, 2018, 6:51 am
#92
Join Date: Mar 2003
Posts: 1,232
I think Marriott is just hoping all the "spoiled, self-entitled, wool-pulled-over-their-eyes SPG blind loyalists leave Marriott as soon as possible and take their crappy attitudes to some other hotel chain where it will become their problem" (actual FT quote)...the outflux has likely started, and as others have said, I hope the company is punished for it in its H2 financials
Sep 27, 2018, 7:10 am
#93
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
Although not acceptable, I believe Marriott is doing the same thing to their CSRs as they are doing to us: Not communicating a complete set of T&Cs. A CSR is a CSR is a CSR does not work. Those that get a phone call for a program that they have not been properly trained to support is not going to be much help. This is one of many reasons why they will try to talk us out of believing there is an issue and to go away. If they don't understand the issue it is near impossible for them to find the right people to address the problem let alone being able to explain the problem. I can only imagine their working environment where speaking up is not going to be received well by their management. Management by intimidation is not new and when they feel agents are easy to replace, why bother improving the staff. Those that self-improve their knowledge of the program and become proficient in helping customers become targets (remember all the downsizing of remote offices and work-at-home agents) for cost cutting.
The truest statement I've heard in the last few years is having to "travel defensively". We need to be our own champions. They succeeded in taking away travel agents (as a free service to us), dumbing down the CSRs is the next step (remember what happened once outsourcing and offshoring to general support agents?). Yes, it's frustrating, but quickly becoming a fact of life these days.
The truest statement I've heard in the last few years is having to "travel defensively". We need to be our own champions. They succeeded in taking away travel agents (as a free service to us), dumbing down the CSRs is the next step (remember what happened once outsourcing and offshoring to general support agents?). Yes, it's frustrating, but quickly becoming a fact of life these days.
Sep 27, 2018, 7:47 am
#94
Join Date: Feb 2006
Location: Cockeysville, MD
Programs: Marriott Rewards Lifetime Titanium, Amex Plat, Hertz Gold 5*, National Exec, AA Plat
Posts: 9,467
I'm writing this thread to express my huge disappointment with Marriott Reward, and sharing my horrible experience with a Marriott Reward Platinum member customer service 'supervisor'. As a Platinum Premier member with over 80+ nights in 2018, I can't believe I got shouted and threatened over the phone for Marriott's own IT issue.
The Marriott Reward Platinum line number: 866-576-5696
Call start time: 11:16 PM PST, 09/25/2018
Call end time: 11:38 PM PST, 09/25/2018
I encountered the 'Oops' error with the 'Annual choice of benefits' page ever since I combined my SPG and Marriott last month. I called multiple times and had multiple cases opened on this issue. On 09/25/2018, I was finally able to select my 'Annual choice of benefits'. However, I have passed 75 nights threshold at that time. I can only select the gift for the 75 elite nights milestone, even though the message on my Marriott account showed as 'You earned Benefit of Choice for staying 50 nights’.
I called the Marriott Reward Platinum member line at 866-576-5696 to ask why I was not able to select the gift for the 50 elite nights milestone. The representative helped me opening a case and documented my question, but unfortunately my call was accidently disconnected after I spent 49 minutes with him.
I called back. Another representative picked up the phone.
The first part of the conversation was normal. I explained to her that I would like to reach out to the agent who was on the phone with me and opened a case for me several minutes ago. She stated that she couldn't find that particular agent because there are so many call centers all over the world. Then, I explained to her that there should be a case just opened under my account. But she said she didn't see any case opened on 09/25, only several different cases opened on 09/24.
I was confused, as I didn't call Marriott Reward on 09/24. The gentlemen on the earlier phone call confirmed that he had opened a case for me on this issue. Anyway, I explained my question about the 'Annual choice of benefits' for the 50 nights milestone and asked if she could help.
Starting from this point, she was consistently mumbling while she still had me on the line. I tried to explain to her several times about the 'Annual choice of benefits', but she didn't get it, as she kept saying and searching free night certificate. I was already on the phone for more than an hour due to the back-to-back calls with Marriott Reward at that point. Hence, I suggested her to either transfer my call to her supervisor, or just open a case for me. She sounded like she was offended by my suggestion. She raised her voice and said 'I AM the SUPERVISOR'. To be honest, I was disappointed because apparently a supervisor on the Marriott Reward Platinum line didn't even read the Term & Condition and was not familiar with the Platinum member benefits at all.
I figured out that I can't get the help I need from her based on her poor knowledge for 'Annual choice of benefits Gift'. Hence, I asked her again to just open a case for me. All of sudden, she read the notes from the case opened in earlier call, literally. It was a surprise because she denied the existence of this case at the very beginning of the call. I started losing my temper at that point. I made it clear that I just want to know why I can't select my 50 elite nights milestone gift. She said the blame is on me because I didn't select the 50 nights gift BEFORE surpassing the 75 nights milestone.
I was very frustrated about her rude altitude and unreasonable answer. I told her that I was already over 50 nights milestone when I combined my accounts. But, it's the on-going Marriot IT issue preventing me from selecting my 50 elite nights milestone gift before I passed the 75 nights milestone! And I have multiple cases opened to prove that.
But she didn't stop there. She further escalated the tension by THREATENING me over the phone. She stated that she can certainly DELETE all the elite nights and certificates under my Marriott Reward account to 'DO ME A FAVOR', since I insisted to get an answer.
I asked for her last name and she refused to provide it. I also asked for a reference number of this horrible customer service call, and she mocked me with '1234567'.
This is the WORST customer service I EVER had with Marriott Reward. I was a SPG Platinum member and I always appreciated and enjoyed the helpful customer service at SPG. I'm deeply disappointment with not only the never stop IT issues, but also this level of customer service experience at Marriott Reward. Having such an unprofessional, rude, poor knowledge 'SUPERVISOR Amber' on the Platinum member line is a completely insult to any loyal customers. With such horrible customer service, I'm going to burn out all my Marriott Reward points and switch to other hotel programs next year.
The Marriott Reward Platinum line number: 866-576-5696
Call start time: 11:16 PM PST, 09/25/2018
Call end time: 11:38 PM PST, 09/25/2018
I encountered the 'Oops' error with the 'Annual choice of benefits' page ever since I combined my SPG and Marriott last month. I called multiple times and had multiple cases opened on this issue. On 09/25/2018, I was finally able to select my 'Annual choice of benefits'. However, I have passed 75 nights threshold at that time. I can only select the gift for the 75 elite nights milestone, even though the message on my Marriott account showed as 'You earned Benefit of Choice for staying 50 nights’.
I called the Marriott Reward Platinum member line at 866-576-5696 to ask why I was not able to select the gift for the 50 elite nights milestone. The representative helped me opening a case and documented my question, but unfortunately my call was accidently disconnected after I spent 49 minutes with him.
I called back. Another representative picked up the phone.
The first part of the conversation was normal. I explained to her that I would like to reach out to the agent who was on the phone with me and opened a case for me several minutes ago. She stated that she couldn't find that particular agent because there are so many call centers all over the world. Then, I explained to her that there should be a case just opened under my account. But she said she didn't see any case opened on 09/25, only several different cases opened on 09/24.
I was confused, as I didn't call Marriott Reward on 09/24. The gentlemen on the earlier phone call confirmed that he had opened a case for me on this issue. Anyway, I explained my question about the 'Annual choice of benefits' for the 50 nights milestone and asked if she could help.
Starting from this point, she was consistently mumbling while she still had me on the line. I tried to explain to her several times about the 'Annual choice of benefits', but she didn't get it, as she kept saying and searching free night certificate. I was already on the phone for more than an hour due to the back-to-back calls with Marriott Reward at that point. Hence, I suggested her to either transfer my call to her supervisor, or just open a case for me. She sounded like she was offended by my suggestion. She raised her voice and said 'I AM the SUPERVISOR'. To be honest, I was disappointed because apparently a supervisor on the Marriott Reward Platinum line didn't even read the Term & Condition and was not familiar with the Platinum member benefits at all.
I figured out that I can't get the help I need from her based on her poor knowledge for 'Annual choice of benefits Gift'. Hence, I asked her again to just open a case for me. All of sudden, she read the notes from the case opened in earlier call, literally. It was a surprise because she denied the existence of this case at the very beginning of the call. I started losing my temper at that point. I made it clear that I just want to know why I can't select my 50 elite nights milestone gift. She said the blame is on me because I didn't select the 50 nights gift BEFORE surpassing the 75 nights milestone.
I was very frustrated about her rude altitude and unreasonable answer. I told her that I was already over 50 nights milestone when I combined my accounts. But, it's the on-going Marriot IT issue preventing me from selecting my 50 elite nights milestone gift before I passed the 75 nights milestone! And I have multiple cases opened to prove that.
But she didn't stop there. She further escalated the tension by THREATENING me over the phone. She stated that she can certainly DELETE all the elite nights and certificates under my Marriott Reward account to 'DO ME A FAVOR', since I insisted to get an answer.
I asked for her last name and she refused to provide it. I also asked for a reference number of this horrible customer service call, and she mocked me with '1234567'.
This is the WORST customer service I EVER had with Marriott Reward. I was a SPG Platinum member and I always appreciated and enjoyed the helpful customer service at SPG. I'm deeply disappointment with not only the never stop IT issues, but also this level of customer service experience at Marriott Reward. Having such an unprofessional, rude, poor knowledge 'SUPERVISOR Amber' on the Platinum member line is a completely insult to any loyal customers. With such horrible customer service, I'm going to burn out all my Marriott Reward points and switch to other hotel programs next year.
Your FT handle doesn't say where you are. Is it possible it was 9/25 at your location and 9/24 where the case was opened at Marriott?
Sep 27, 2018, 7:48 am
#95
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; Hilton Gold
Posts: 11,727
I've gone through and merged together all the recent Marriott customer service "issue" threads I could find to create one "big" discussion thread on the topic.
My purpose isn't to drive more customer service "complaint" posts, but for those that do have complaints/issues/problems this provides a one-thread stopping point to discuss them. Hopefully having them all in one thread makes it easier to find and see all the issues and having just one thread rather than 10+ of them clutter up the forum makes things a little nicer overall.
-hhoope01
Co-mod Marriott Combined forum
My purpose isn't to drive more customer service "complaint" posts, but for those that do have complaints/issues/problems this provides a one-thread stopping point to discuss them. Hopefully having them all in one thread makes it easier to find and see all the issues and having just one thread rather than 10+ of them clutter up the forum makes things a little nicer overall.
-hhoope01
Co-mod Marriott Combined forum
Sep 27, 2018, 8:52 am
#96
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,455
That was my quote, and I stand by it. What this OP went through is inexcusable, but they got my eyes rolling when they lapsed into the "I always got treated so well by SPG" stuff. I suppose they probably did; I never did, but I always got treated wonderfully by Marriott over the decades.
I've said it elsewhere, but this new combined entity is nothing like the old Marriott, either. People put up with several glaring program weaknesses because overall the treatment of customers was very good.
Sep 27, 2018, 9:01 am
#97
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
Yes, I generally am willing to accept there will be failures from time to time. However, I measure success by how they handle those failures. Having been top tier in both MR & SPG (and others) for several years, I found SPG to be the better of the two, both customer support and properties. With any luck the MR "infection" will be eliminated as the program heals from the merger, but I am an optimist.
Sep 27, 2018, 9:18 am
#98
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,455
Let's please not resuscitate that tired old discussion. My point was that the old Marriott was better than this new monstrosity and that all the complaints about Marriott mistreating SPG elites misses the key problem, which is that Marriott is now mistreating everyone.
Last edited by Kacee; Sep 27, 2018 at 9:43 am
Sep 27, 2018, 10:42 pm
#99
Company Representative - Starwood
Join Date: Jan 2011
Location: Guangzhou
Programs: SPG
Posts: 1,021
I'm writing this thread to express my huge disappointment with Marriott Reward, and sharing my horrible experience with a Marriott Reward Platinum member customer service 'supervisor'. As a Platinum Premier member with over 80+ nights in 2018, I can't believe I got shouted and threatened over the phone for Marriott's own IT issue.
We are sorry to learn about your unpleasant experience.
If you could provide your contact details to us via PM here at Flyertalk or by email below, we will forward to appropriate team to look into this.
Best Regards,
Christina Zhou
Social Media Specialist
Marriott International
[email protected]
Sep 28, 2018, 2:30 am
#100
Join Date: Sep 2018
Programs: Marriott
Posts: 3
Hi joshuahuang,
We are sorry to learn about your unpleasant experience.
If you could provide your contact details to us via PM here at Flyertalk or by email below, we will forward to appropriate team to look into this.
Best Regards,
Christina Zhou
Social Media Specialist
Marriott International
[email protected]
We are sorry to learn about your unpleasant experience.
If you could provide your contact details to us via PM here at Flyertalk or by email below, we will forward to appropriate team to look into this.
Best Regards,
Christina Zhou
Social Media Specialist
Marriott International
[email protected]
Sep 30, 2018, 9:44 pm
#102
Join Date: Feb 2010
Location: YVR
Programs: United Silver, Bonvoy Titanium, Hyatt Explorist
Posts: 378
Had a frustrating experience calling the platinum line. Agent apparently thought I required more points than I had for a booking (though I did have enough). So a minute after the call I get an email from my credit card company asking to confirm a purchase for $400 in Marriott points which the agent had gone ahead and purchased for me. I did not authorize and was not even aware of the purchase. I recall this happening to another poster though I cannot find the post. Really unacceptable behaviour, and it required another long call to get it refunded.
Oct 1, 2018, 5:52 am
#103
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,169
Had a frustrating experience calling the platinum line. Agent apparently thought I required more points than I had for a booking (though I did have enough). So a minute after the call I get an email from my credit card company asking to confirm a purchase for $400 in Marriott points which the agent had gone ahead and purchased for me. I did not authorize and was not even aware of the purchase. I recall this happening to another poster though I cannot find the post. Really unacceptable behaviour, and it required another long call to get it refunded.
Oct 1, 2018, 7:19 am
#104
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
Had a frustrating experience calling the platinum line. Agent apparently thought I required more points than I had for a booking (though I did have enough). So a minute after the call I get an email from my credit card company asking to confirm a purchase for $400 in Marriott points which the agent had gone ahead and purchased for me. I did not authorize and was not even aware of the purchase. I recall this happening to another poster though I cannot find the post. Really unacceptable behaviour, and it required another long call to get it refunded.
Oct 1, 2018, 9:06 am
#105
Join Date: Nov 2009
Location: PDX
Programs: Don't think it matters...
Posts: 5,240
I too had a poor experience last Friday. For unknown reasons, was unable to use a Megabonus certificate online though it showed in my account etc etc. After being kept on hold for more than 25 minutes, agent says, I cannot use it since it has expired in May. I said, that was the day it was extended for another 6 months and he did not believe it. On me persisting, he suddenly says that its not expired but that its been used already and again quotes the same date. I say no, its reflecting in my account clearly and that was the extension date.
After few minutes of back and forth, he says as the booking is needed, lets go ahead and book with points and he will check on this issue later. I said ok, but please give me the service request number to track this issue and he was not able to give that. So, I persisted with him to resolve the issue at that time since I did not want to call back to get it resolved thru a clueless agent.
After keeping me on hold for 2 mins, surprisingly everything got resolved and he was able to make the booking for me using the certificate !!
I felt like their mandate is to piss off the client and make it tough for us to use our earned points / certificates , so they expire and MR does not need to pay for those . All in all nearly 50 minutes to get it resolved.
After few minutes of back and forth, he says as the booking is needed, lets go ahead and book with points and he will check on this issue later. I said ok, but please give me the service request number to track this issue and he was not able to give that. So, I persisted with him to resolve the issue at that time since I did not want to call back to get it resolved thru a clueless agent.
After keeping me on hold for 2 mins, surprisingly everything got resolved and he was able to make the booking for me using the certificate !!
I felt like their mandate is to piss off the client and make it tough for us to use our earned points / certificates , so they expire and MR does not need to pay for those . All in all nearly 50 minutes to get it resolved.