Marriott's Customer Service : General Discussion Thread
#181
Join Date: Nov 2013
Posts: 4,374
are you sure you (or some pranksters) have not changed some setting in your account that causes you to get lower floor rooms closer to the elevator? Old people often use these settings to reduce the physical distance from the hotel entrance to their room.
#182
Join Date: Aug 2010
Programs: MR LT Titanium, SPG LT Plat & Plat 100, SWA A+ & CP
Posts: 1,093
I'd be curious to see if SPG folks have seen a similar drop in service or if I am just having a year of bad hotel luck.
#184
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: 100,335
In almost six months of Ambassador status (100+ nights AND $20,000+ spend by August 1st), I've gotten exactly one Your24 and *two* macaroons (in an overseas LC property) in a cute (or not) little mesh bag. Those same macaroons were available for free every afternoon in the lounge and they sometimes appeared at happy hour too. Obviously I'm not impressed.
I've also had multiple phone calls to *my* *elite* number go into black holes (after over three hours, what else can you say to describe it) and I've waited over a week to get *my* ambassador to respond to three emails and three voicemails regarding that same LC reservation for the following week (so that the response was received after I checked in), again with my attempts at communication apparently going into more black holes.
Yes, I'm bitter.
I've also had multiple phone calls to *my* *elite* number go into black holes (after over three hours, what else can you say to describe it) and I've waited over a week to get *my* ambassador to respond to three emails and three voicemails regarding that same LC reservation for the following week (so that the response was received after I checked in), again with my attempts at communication apparently going into more black holes.
Yes, I'm bitter.
#186
Join Date: Aug 2007
Programs: DL DM
Posts: 1,077
#187
FlyerTalk Evangelist
Join Date: Jan 2007
Location: BOS/UTH
Programs: AA LT PLT; QR GLD; Bonvoy LT TIT
Posts: 12,660
Speaking only for myself.... On the few times I've called Customer Service since the merger, I've found all the telephone agents with whom I spoke invariably friendly, polite, and interested in helping me. IME they're not so well trained on the products and the computer systems. That said, of course, the problem with the systems may well be that they don't work consistent with the training and manuals, -- not the fault of the telephone agents, obviously. As many in this forum already know, my regular hotel is the SGS. I have not noticed any drop in benefits or any significant downgrades there. Sure, Marriott may be with Pepsi for the corporate contract, for example, and may have issued a directive to the properties to switch to Pepsi; but the cola in the refrigerator in my room when I check-in is still Coke, as the hotel knows that I prefer. As the G.M., Mr. Chapman, pointed out here, they lost some data during the IT changeover, and have been working to counteract the effects.
Something I've always wondered, and it's more noticeable now, -- anyone here know much about the decision making process at the hotel level? Specifically, can the GM of a hotel, who is employed directly by the hotel's owner(s), overrule Marriott corporate? If so, are there any limitations, assuming that the hotel owner(s) agree with the GM's decision?
Something I've always wondered, and it's more noticeable now, -- anyone here know much about the decision making process at the hotel level? Specifically, can the GM of a hotel, who is employed directly by the hotel's owner(s), overrule Marriott corporate? If so, are there any limitations, assuming that the hotel owner(s) agree with the GM's decision?
#188
Join Date: Aug 2010
Programs: MR LT Titanium, SPG LT Plat & Plat 100, SWA A+ & CP
Posts: 1,093
[QUOTE=MSPeconomist;30744709]
In almost six months of Ambassador status (100+ nights AND $20,000+ spend by August 1st), I've gotten exactly one Your24 and *two* macaroons (in an overseas LC property) in a cute (or not) little mesh bag. Those same macaroons were available for free every afternoon in the lounge and they sometimes appeared at happy hour too. Obviously I'm not impressed. [QUOTE]
I take that back, I did receive a tiny mesh bag filled with three Hersheys kisses. So, Ive got that going for me.
In all seriousness It seems like they are directed to do the absolute minimum unless you raise a stink.
I take that back, I did receive a tiny mesh bag filled with three Hersheys kisses. So, Ive got that going for me.
In all seriousness It seems like they are directed to do the absolute minimum unless you raise a stink.
#189
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,165
RIP SPG. It was a great run. At least it gives usable backup status w/Marriott if you had enough to get LT.
Much like I did when CO destroyed UA for a couple years, I'm voting with my feet and have gone elsewhere.
Much like I did when CO destroyed UA for a couple years, I'm voting with my feet and have gone elsewhere.
#190
#191
Join Date: Jan 2013
Location: Vail, CO
Programs: AA EXP/1mm, Marriott Titanium/LT Gold, UA Silver
Posts: 624
I have a problem I have seen reported in comments on OMAAT etc but still no clear resolution I was wondering if anyone could advise how to solve. I booked a stay for this presidents weekend last year on SPG points at the Westin Whistler - 48k SPG points total - a great deal at that redemption rate. Then last week I received a confirmation email for the stay - turns out they pulled another 240k Marriott points. So in addition to now double paying its at a higher rate too. I called Marriott and got a case number but so far crickets and the points have not been returned - its been a week. Any idea how to proceed here? I would really like to get this resolved in advance of my stay next week. Any advice is appreciated!
#192
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
I have a problem I have seen reported in comments on OMAAT etc but still no clear resolution I was wondering if anyone could advise how to solve. I booked a stay for this presidents weekend last year on SPG points at the Westin Whistler - 48k SPG points total - a great deal at that redemption rate. Then last week I received a confirmation email for the stay - turns out they pulled another 240k Marriott points. So in addition to now double paying its at a higher rate too. I called Marriott and got a case number but so far crickets and the points have not been returned - its been a week. Any idea how to proceed here? I would really like to get this resolved in advance of my stay next week. Any advice is appreciated!
I regularly receive confirmation emails several days prior to a stay. If it is an award stay, it will show the "price" I supposedly paid in points and it will show the current price even though I may have used fewer points at the time the reservation was made. I can guarantee you that no additional points were taken from my account as I've been keeping a spreadsheet on all points since December 2017.
#193
Join Date: Jan 2013
Location: Vail, CO
Programs: AA EXP/1mm, Marriott Titanium/LT Gold, UA Silver
Posts: 624
Have you verified that the 240K was actually taken from your account or is the confirmation email just showing the current cost?
I regularly receive confirmation emails several days prior to a stay. If it is an award stay, it will show the "price" I supposedly paid in points and it will show the current price even though I may have used fewer points at the time the reservation was made. I can guarantee you that no additional points were taken from my account as I've been keeping a spreadsheet on all points since December 2017.
I regularly receive confirmation emails several days prior to a stay. If it is an award stay, it will show the "price" I supposedly paid in points and it will show the current price even though I may have used fewer points at the time the reservation was made. I can guarantee you that no additional points were taken from my account as I've been keeping a spreadsheet on all points since December 2017.
#194
Join Date: Jul 2011
Location: Our Nation's Capital
Programs: UA 1K, Marriott BonVoy LT Titanium Elite, National Executive Elite
Posts: 832
I'm LTPP and have been on hold with the platinum line for close to 30 minutes.
The system always says that it doesn't recognize the number I'm calling from, even though it's in my profile... le sigh
The system always says that it doesn't recognize the number I'm calling from, even though it's in my profile... le sigh
#195
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
AA has this same problem. Their "new system" does not allow the same number on multiple accounts. Maybe this is from your other account not being pulled from the system or a family member/friend that you are managing. You might be able to ask the CSR to search by phone to see if multiple hits show up.