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Marriott's Customer Service : General Discussion Thread

Marriott's Customer Service : General Discussion Thread

Old Nov 1, 18, 6:17 am
  #121  
 
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Originally Posted by Starwood Lurker III View Post
Hi RobOnLI,

Please accept our apologies for the inconveniences you have come across about the missing stays.

It normally takes up to 10 days for Research team to work on missing stays request. However, it may takes longer time as the workload increases after the merger.

If you may forward your hotel folios to us via email below, we are happy to look into the missing stays for you.

Best Regards,

Christina Zhou
Social Media Specialist
Marriott International

[email protected]
Christina

A related question. How long should it take to request a folio? I have not received a folio by email since the merger despite requesting one each time. I have since requested folios via the web page and have received a reply that I have a case number but that "We are experiencing higher than normal email inquiries". I am trying to get my folio so that I can then file for my missing stay.

Many thanks
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Old Nov 1, 18, 7:53 am
  #122  
 
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Originally Posted by ckendall View Post
Christina

A related question. How long should it take to request a folio? I have not received a folio by email since the merger despite requesting one each time. I have since requested folios via the web page and have received a reply that I have a case number but that "We are experiencing higher than normal email inquiries". I am trying to get my folio so that I can then file for my missing stay.

Many thanks
Call the hotel directly. They will send it to you while you're on the phone with them. That's how I had to track down one of the folios from my stay in August that never posted. It was in my Inbox before I even hung up the phone.

-RM
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Old Nov 1, 18, 8:24 am
  #123  
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Originally Posted by ckendall View Post
Christina

A related question. How long should it take to request a folio? I have not received a folio by email since the merger despite requesting one each time. I have since requested folios via the web page and have received a reply that I have a case number but that "We are experiencing higher than normal email inquiries". I am trying to get my folio so that I can then file for my missing stay.

Many thanks
There is no reason these can't be done in seconds. The whole purpose is to save everyone some time. Maybe swinging the pendulum to the opposite side we should request the printed folio at the front desk and stand there while taking a photo with your phone and then asking them to trash to printed copy. Sometimes you have to make it painful before they get the point. I know this is one of the many IT problems with Marriott today and the property has little to say about it, but I'd bet they will be on the phone to IT after about the first half dozen such events.
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Old Nov 1, 18, 8:33 am
  #124  
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Getting a printed copy is really the only way that you can get folios in any reasonable period of time at the moment, but I'm going to try asking for an email when I next visit a former SPG hotel which has been migrated to the Marriott system. Hopefully this is an issue which will actually go away in the next month or two.
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Old Nov 1, 18, 8:35 am
  #125  
 
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Originally Posted by RobOnLI View Post
I'm beyond fed up with the lack of customer service at Marriott. I'm Lifetime PP but why should my status matter?

I have two stays from August that are missing. They were booked and stayed under my old SPG #. They never posted there. Since then I merged my accounts. I submitted missing stay requests through the website over 6 weeks ago. Nothing. I have called several times and all Marriott does is transfer me to "SPG". SPG tells me to submit them online. After I tell them multiple times that I already have they tell me to email them to [email protected]. I got an auto reply from that address telling me it can take up to 10 days to get a reply. It's been more than 10 days.

I just called Marriott tonight (I only call at night because that's when there's almost no wait for an agent) and yet again they sent me in an endless transfer loop getting nowhere fast.

Not only is their support line utterly useless, as a frequent traveler we are utterly helpless in getting anything resolved. There is no escalation, there is no ticket being created to be tracked and followed. What are we to do?

I think I'm quickly getting on board with this idea of a boycott because this is just ridiculous.

-RM
Your challenges are the exact same as mine.

None of my emails to [email protected] have been actioned, just the standard 10 day turnaround response.

The latest update is a clueless Cork escalation agent who confirmed receipt of the emails, but advised that their software strips the pdf attachments from the email so my folios are not available for her to action. Seriously? The new Marriott behemoth is quickly approaching LeClub Accor incompetence levels.
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Old Nov 1, 18, 10:09 am
  #126  
 
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Originally Posted by RobOnLI View Post
Call the hotel directly. They will send it to you while you're on the phone with them. That's how I had to track down one of the folios from my stay in August that never posted. It was in my Inbox before I even hung up the phone.

-RM
The hotels are mostly outside the US; maybe I'll send them a fax!
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Old Nov 1, 18, 12:33 pm
  #127  
 
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Originally Posted by ckendall View Post
The hotels are mostly outside the US; maybe I'll send them a fax!
That may be tongue in cheek but use any number of free or nearly free services to call them (Skype?). The stress you save yourself by doing this will be worth it IMO.

-RM
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Old Nov 1, 18, 12:46 pm
  #128  
 
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Originally Posted by RobOnLI View Post
That may be tongue in cheek but use any number of free or nearly free services to call them (Skype?). The stress you save yourself by doing this will be worth it IMO.

-RM
I know, I know, but email would have been easier.
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Old Nov 1, 18, 2:26 pm
  #129  
 
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Originally Posted by ckendall View Post
I know, I know, but email would have been easier.
Believe me. I don't disagree. I'm beyond fed up as I already posted. Emailing, filling out the forms online that they all push you to use, calling does absolutely NOTHING now.

-RM
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Old Nov 1, 18, 8:00 pm
  #130  
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Originally Posted by RogerD408 View Post
There is no reason these can't be done in seconds. The whole purpose is to save everyone some time. Maybe swinging the pendulum to the opposite side we should request the printed folio at the front desk and stand there while taking a photo with your phone and then asking them to trash to printed copy. Sometimes you have to make it painful before they get the point. I know this is one of the many IT problems with Marriott today and the property has little to say about it, but I'd bet they will be on the phone to IT after about the first half dozen such events.
LOL this is LITERALLY what I have been doing with every Marriott stay the past few years
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Old Nov 2, 18, 7:37 am
  #131  
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Originally Posted by ckendall View Post
I know, I know, but email would have been easier.
Yes, but maybe that should read "email should have been easier". It seems to me not only the telephone reps abilities to address issues but the email reps seem to be dumbing down much faster. Many times I wonder if the response was even from some that has read the message. I can just see someone spinning a wheel to determine what canned message will be sent.
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Old Nov 2, 18, 8:31 am
  #132  
 
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My recent England Marriott stay

Hi,
Thought I would post the letter that I sent to Marriott about the wife's and my stays in Marriott's in England.
Boy, it sure is different than SPG:
October 31, 2018



Marriott Corporate Headquarters
10400 Fernwood Road

Bethesda, Maryland 20817-1102



Dear Sir,



I wanted to share my husband’s and my experience with Marriott hotels in England and Scotland on our recent vacation. We planned this trip to celebrate his turning 60 and were very excited to stay at Marriott hotels as Gold members, particularly as the locations were historic buildings. We are converted SPG members, so this was the first real experience we have had experiencing Marriott.

First, as on overall comment, let me say that as Gold Marriott members, I have no idea what that means. Only the Glasshouse acknowledged us as Gold members and gave us a welcoming gift, per our Gold Status, which was a coupon for one drink. I will say I thought this was odd as we are both Gold members and came as a couple. Why not 2 drinks? But that aside, at least they acknowledged us. None of the other hotels acknowledged us as Gold members and upon inquiring about an upgrade, none was available in any of the properties during our visit. We are used to the SPG hotel staff, saying, “I see you are a SPG member, welcome home”, so this was a shock. I am going to itemize the hotels and stays below.



1. October 10-12, 2018, Breadsall Priority, Moor Road, Morley Derby England

a. Gorgeous property-the hotel and the grounds were just spectacular

b. Room was spacious

c. Beds were unbelievable hard and uncomfortable. I have slept on the ground during camping trips and been more comfortable.

d. Restaurants-We ate at both the formal sit-down and the bar restaurants for dinner.

i. First, the sit-down restaurant. The “appetizer” we ordered which was on the menu as a “bread assortment” was 6 small, dried pieces of bread-similar to a crostini served with a side of vinegar-no oil. Even with asking for butter-it was awful. I ordered the fish, which was delicious, and my husband ordered a steak that was so awful it was uneatable. My husband ordered the sundae option, where you get a list of ice cream toppings and choose ice creams and toppings. They were out of several toppings and the salted caramel ice cream. I ordered the sticky toffee pudding which was supposed to come with the salted caramel ice cream but instead came with vanilla. The desserts were ok, nothing special, especially for the price. The service was excellent, and the server was most apologetic about the fact they were out of items. Overall impression-Would not recommend for the food or the value paid.

ii. Second, the bar area. Not wanting to have the same dining experience as above, we decided to eat in the bar area. My husband had a club sandwich, which was dry but ok. I ordered the Caesar salad, no meat. First, they let me know they had no parmesan cheese. The lettuce itself in the salad was the yellow, bitter part of the lettuce and I guess to try and make it passable, they put 8 (yes 8!) whole anchovies on it. It was uneatable. The server clearly could tell I didn’t eat it, and when he asked me if it was ok, I said no, it was horrible. He looked completely taken aback and said “I am sorry” but no replacement, or refund was done. We paid for the horrible thing. Overall impression-go to the bar only for drinks.

iii. Breakfast-We paid for the buffet breakfast. It was a traditional English breakfast which for us Americans is ok. They could definitely add some fruit to make it a little better. The real problem is that once they sat you down, got your initial coffee/tea order, if you wanted anything additional, you had to stalk, and I do not use that word lightly, stalk somebody to get you a second drink. I drink espresso and always have 2 so I had to stalk somebody down to get my second one. Overall impression-I get better service at Denny’s. Would not recommend but as you are in the middle of nowhere-you don’t really have a choice if you want to eat before you start your day.

2. October 13-16, 2018-Hotel York Marriott-Tadcaster Road, York

a. Property was very nice and the back garden was very pretty.

b. Room was spacious

c. Beds horrible-same comments as above property!

d. Restaurants

i. We ate one dinner in the sit-down restaurant cautiously due to the previous experience. We stayed with burgers and ice cream-they did have salted caramel. Recommendation-only eat here if you absolutely have to-food ok.

ii. Breakfast-same comments as above. I really perfected my stalking skills should I ever need them in the future.

3. October 17-19,2018-Hotel Glasshouse, 2 Greenside Place, Edinburgh

This was the best experience we had. From check in to check out, the staff was attentive, although again, nothing special for Gold members. In particular, I want to call out Jonathan, who was the concierge, who helped us with luggage, maps etc. Breakfast was much better as there was a Nespresso machine in the room, so I had my first espresso and only had to get one from the wait staff. No stalking! Yea! We also particularly like that we could order off the menu and my poached eggs were done perfectly.

4. October 20-21, 2018-Hotel York Marriott-same hotel as October13-16. No additional comments as the second stay unremarkable but interestingly, the same front desk staff was there when we returned to check in for our second stay and made no comment about welcome back or anything remotely welcoming. I restarted my stalking skills for my second cup of espresso though.

5. October 22, 25-2018-Hotel-London Marriott Hotel County Hall, London County Hall, Westminster Bridge Road, London. I must say that we had high hopes for this property and we were disappointed.

a. Room-very nice and large. There was a coffee machine in the room that did not work the first morning for me to make espresso so back to stalking the wait staff in the breakfast room. I want to particularly call out the front desk girl with the long blond hair who was also the girl that checked us out when we left. We did not catch her name, but I am sure that her middle name was either surly or rude. She actually argued with me that the machine was not broken but somehow, despite being in my 50s, a corporate professional and owning the same machine at home, I did not know how to push the little green button. I reassured her that yes, I did understand that when the little green button was flashing, you then push it to get it to work. She continued to argue with me that it was me and the machine was fine. I tried to explain, the buttons never would work, they just flashed. I had no confidence that she would actually do anything about the machine, so I left the floor staff a note that the machine didn’t work. There was clearly a different machine when we returned and that one did work, so something was wrong with the first one. I wanted to go find the girl and tell her “I told you so” but that was just the teenager in me and I refrained from doing so.

b. Breakfast-This was a disappointment. Breakfast day one-First, despite the sign saying, apple juice, there was none, nor was there any choice other than orange or grapefruit juice. I cannot drink these as they are too acidic. Second, there were out of glasses for the juice and water, so we asked, and they told us to use the cups on our table as they had run out. Third, we had to hunt somebody down to do our omelet which was way overcooked for me. Breakfast day two-McDonalds-which was much better than the breakfast at the hotel. Third day-back at the hotel-since we had to pack. I declined the buffet and ordered off the menu. My eggy bread was delicious, but my 2 poached eggs were soft boiled. Overall impression-go to McDonalds for breakfast-not worth the huge amount of money charged.

c. Door staff-excellent service with our luggage in and out of the hotel and the arrangement of a car to the hotel was excellent and much appreciated.

d. Check in and out-We saw people as we went in and out of the hotel, who were given sparkling wine, showed the elevator and told about the health club. None of this was done for us. There was no upgrade available and no welcoming gift. The same blond hair girl checked us out. She did not smile, thank us or in any way indicate that she wanted to serve us. Her only words were when my husband approached the front desk and she said, “how may I help you?”. No other words were spoken, and she never cracked a smile. Overall impression-if you think this hotel is going to be anything special-think again.



As former SPG and now Marriott members, we will of course, still be using Marriott hotels as we have no choice since we are time share owners. However, the shine is off the product and we feel a great loss with that. SPG was such a benefit and the way we were treated made us feel like we were part of a “family”, the greeting, “welcome home” was such a warm way to make us feel special and costs the company nothing. We had previously been upgraded and that made us feel special. There was not one thing in the 4 hotel stays that made us feel special. We felt like all the hotels were no better than Hyatt, Hilton or in some cases Motel 6.



In addition, we were doing the Platinum challenge with this vacation to gain Platinum status but as I remarked to my husband, it clearly doesn’t mean anything to be Gold, how much better would Platinum be? We had a fabulous trip, but the hotels were not part of it.
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Old Nov 10, 18, 1:30 pm
  #133  
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Marriott call center - another underwhelming experience

A recap of my most recent call...

(FWIW, I’m a Lifetime Platinum. I don’t know if that routes my calls to the cream of the crop in the call center. If so, wow. Not good.)

Here’s a greatly abbreviated (but entirely accurate) recap of the conversation:

Me: “Delta Hotel Calgary Airport In-Terminal” (which is the exact name of the hotel I was calling about)

Agent: “Is that in Calgary, Ontario?”

Me: “No, Calgary is in Alberta. That’s not even close.”

Agent: “Ok. I have the Delta Hotel Edmonton Center Suites? Is that the one?”

Me: “No. The Delta Hotel Calgary Airport is in Calgary, not in Edmonton. That’s a totally different city. And it’s at the airport. In Calgary. The Delta Hotel Calgary Airport.”

Sigh. Is it always going to be like this?
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Old Nov 10, 18, 1:32 pm
  #134  
 
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Why be so snarky with the agent - they are just trying to help you.
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Old Nov 10, 18, 1:35 pm
  #135  
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How exactly was I snarky??? Absolutely not.

My post here, yes, snarky. I’m frustrated.

But absolutely not with her. She was clueless, but I remained polite ... even though I had to tell her repeatedly where a city was located and that airport hotels are at airports.
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