Marriott's Customer Service : General Discussion Thread
Mar 30, 2019, 1:35 pm
#256
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
Mar 30, 2019, 1:48 pm
#257
Join Date: Aug 2006
Location: Hold it down for The Bay, reppin' Oakland
Programs: Lowly UA silver, Marriott Ambassador/Tit4Lyf, IHG Plat
Posts: 1,763
Had the worst experience ever calling the customer service number yesterday. I have avoided calling them these past few months. Called in because my account said it was under audit and was totally locked up. After 20 minutes of waiting on hold I received an agent that told me that it was locked due to an unauthorized account entry. Talking with the agent I was shocked that he did not know that millions of customer records were lost and that it was a major security issue. The agents response was that he doesnt follow the news. I mean come on.
I was then transferred to another agent and she asked me if I had a pin. I told her I didnt know and that the system should tell her if I had one or not. She responded with a "so thats how its gonna be". She then literally did not let me get a word in and hung up. This has truly been the worst phone experience I have had in recent memory.
This is just the beginning. The worst is yet to come.
I was then transferred to another agent and she asked me if I had a pin. I told her I didnt know and that the system should tell her if I had one or not. She responded with a "so thats how its gonna be". She then literally did not let me get a word in and hung up. This has truly been the worst phone experience I have had in recent memory.
This is just the beginning. The worst is yet to come.
Mar 31, 2019, 7:55 am
#258
Join Date: Feb 2004
Location: NYC
Programs: Amtrak Select Plus, Marriott Platinum, Marriott Lifetime Gold, Hilton Diamond
Posts: 3,123
Wow. When did the agents get so rude? And this was, in theory, with "Elite" handling. Just had an agent yell at me and threaten to undo a correction she made to my account because I said I didn't see the update reflected yet. All she had to do was politely say there would be a slight lag. This is the first time in decades that I have had to file an incident report with a supervisor (who was very pleasant and helpful, BTW). Not that it will make a difference....
Mar 31, 2019, 10:05 am
#259
Join Date: Oct 2002
Location: LAS
Programs: PA FT, TW Gold, NW/CO PE, VK Eagleflyer
Posts: 7,173
Wow. When did the agents get so rude? And this was, in theory, with "Elite" handling. Just had an agent yell at me and threaten to undo a correction she made to my account because I said I didn't see the update reflected yet. All she had to do was politely say there would be a slight lag. This is the first time in decades that I have had to file an incident report with a supervisor (who was very pleasant and helpful, BTW). Not that it will make a difference....
https://wallmine.com/people/15238/arne-m-sorenson
Apr 3, 2019, 3:59 pm
#260
Join Date: Apr 2005
Location: DEN
Programs: Free checked in bag on UA & DL. Free icecream at Marriott checkin.
Posts: 2,862
Apr 3, 2019, 10:26 pm
#262
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,616
Apr 4, 2019, 11:02 am
#264
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,616
Surprisingly, yes! I couldn't believe it. The wait time was under 2 minutes, the rep spoke English natively, was courteous, helpful, knowledgeable. Even when I stopped by the Comcast office to get rid of the cable box, there was no wait, the rep was very friendly, no upsell, and the rep made sure that there was no equipment associated with my account.
Apr 5, 2019, 3:41 am
#265
Join Date: Aug 2005
Location: Brooklyn
Programs: Delta Diamond, Bonvoy something good; sometimes other things too
Posts: 5,050
Surprisingly, yes! I couldn't believe it. The wait time was under 2 minutes, the rep spoke English natively, was courteous, helpful, knowledgeable. Even when I stopped by the Comcast office to get rid of the cable box, there was no wait, the rep was very friendly, no upsell, and the rep made sure that there was no equipment associated with my account.
You could speculate that Marriott had outsourced their support to some low-cost provider or something, but honestly that doesn't even make sense given that most third-party providers would still have more concern about the quality of service being offered (for fear of losing the contract with Marriott) than Marriott seems to be right now.
Apr 5, 2019, 7:05 am
#267
Join Date: Sep 2001
Location: near Nashville, TN USA
Programs: Marriott Bonvoy Lifetime Titanium
Posts: 185
Last week I mentioned my call to Bonvoy resulted in an additional (unnecessary) reservation when I asked that my ‘MR VISA 1 free night up to 20,000’ certificate be attached to my reservation. Now we have discovered he created a Pointsaver Redemption Rate Certificate and debited 16,000 points instead of attaching the certificate. We checked out yesterday....
Apr 5, 2019, 7:27 am
#268
Join Date: May 2002
Location: Toronto,Ontario,Canada
Posts: 132
I was dreading calling Marriott CS based on many posts on FT. I called yesterday during the day, was connected immediately and registered for the current promo in seconds. I had a question regarding a rate description, the rep called the property and returned to thank me for finding an error...and said she was posting 10,000 points to my account (pts have posted). I may call more often!
Apr 9, 2019, 1:04 pm
#269
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
Called in regarding missing award stays from earlier this year and:
1. on my App is shows me correctly as Titanium Elite, phone numbers on the App are the basic ones. Awesome.
2. agent answers the call and greets me as a Platinum Elite member. Nice.
3. mention missing award stay night credit and welcome bonus points and advised "award stays so not earn anything"
I simply hung up.
Where do they find these people?
1. on my App is shows me correctly as Titanium Elite, phone numbers on the App are the basic ones. Awesome.
2. agent answers the call and greets me as a Platinum Elite member. Nice.
3. mention missing award stay night credit and welcome bonus points and advised "award stays so not earn anything"
I simply hung up.
Where do they find these people?
Apr 9, 2019, 2:29 pm
#270
Join Date: Sep 2006
Location: Manchester, England
Programs: Bonvoy LT Plat, HH Diamond, IHG Plat, BMI Gold (RIP)
Posts: 8,017
Haven't had to deal with CS since the end of Starwood, but my recent experiences have been poor to say the least.
I'm currently trying to have the 4,000 bonus points from a stay last month credit. The stay itself credited, but the bonus 4,000 points as part of the rate didn't. A couple of calls to CS had both agents insisting that this was a property issue and that I would have to contact them myself. They both refused to get involved and said that they couldn't. I did speak to the property in question, who laughed when I told them as they apparently have had a number of customers sent in their direction by CS. It wasn't something that the property could sort, so back to CS. 3rd call got a similar response, with the agent refusing to help and unwilling to escalate. I was told bluntly that the property was wrong and that again, *I* would need to speak to them. I pushed them further and the agent finally told me to submit a missing stay claim via the web form. Currently at over 1 week and counting, waiting for a response.
This would have been a simple thing to sort in the past, so things have definitely taken a big step back. I feel for anyone with more complex issues that need assistance, because if they get the same teams that I have been getting, then they have zero chance of getting any help.
I'm currently trying to have the 4,000 bonus points from a stay last month credit. The stay itself credited, but the bonus 4,000 points as part of the rate didn't. A couple of calls to CS had both agents insisting that this was a property issue and that I would have to contact them myself. They both refused to get involved and said that they couldn't. I did speak to the property in question, who laughed when I told them as they apparently have had a number of customers sent in their direction by CS. It wasn't something that the property could sort, so back to CS. 3rd call got a similar response, with the agent refusing to help and unwilling to escalate. I was told bluntly that the property was wrong and that again, *I* would need to speak to them. I pushed them further and the agent finally told me to submit a missing stay claim via the web form. Currently at over 1 week and counting, waiting for a response.
This would have been a simple thing to sort in the past, so things have definitely taken a big step back. I feel for anyone with more complex issues that need assistance, because if they get the same teams that I have been getting, then they have zero chance of getting any help.