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Kudos where due
If my recent experience is anything to go by Marriott's customer service may be improving, at least in some respects. In December I had a stay post incorrectly with respect to points awarded. I received an Auto Response stating that it would take 10 days. I contacted them a month later before eventually it was fixed by William after I contacted him through FT ( Thank you again). In February I had a similar problem , which took over 3 weeks and a second follow up to address. Today I filed a third, identical issue and it was corrected within 30 minutes. The response time was much better, although it would be nice if I didn't have to watch my account so closely. Today there were 6000+ points missing, in February 18,000 and in December 24, 000 plus 5 nights, so if I hadn't noticed it would have been a fairly significant amount.
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Although I haven't had any issues personally, I would say it won't be "improving" until the points post correctly the first time. Getting faster at manually correcting the problem is not really progress in my book.
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Originally Posted by JBord
(Post 31036988)
Although I haven't had any issues personally, I would say it won't be "improving" until the points post correctly the first time. Getting faster at manually correcting the problem is not really progress in my book.
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Yesterday I experienced a first for me: random (drunken) violence in a JW lobby (or any hotel). I wasn't hurt but a drunk and confused guy (not a hotel guest) called the Chinese police on me while I was sitting in the lobby on my phone because I am "a bad man" and simeultaneously tried to take my phone and also fight me. I ducked out of the situation and he instead tried to punch a group of airline crew and followed them into elevator, only to be pulled out by the duty manager mid racist rant. After that the hotel called the police who kicked him out. Overall a bizarre and dangerous situation. I believe the hotel could have been better and quicker at recognizing the danger and getting rid of him before it got so physical (it lasted for maybe 40 minutes that I saw) but I recognize it's uncommon and will be a training opportunity.
No proactive apologies from hotel staff afterwards (would have been a nice touch) but I tweeted about the experience to the bonvoy twitter account because it was a real first for me. Within a few hours the social media team called the hotel and coincidentally I was at the front desk and heard their chat. The duty manager they talked to also happened to be the same one who dealt with the issue the night before and she gave a hand wavy recap (said nobody made physical contact, that they quickly called police, etc) which was not accurate. I asked to speak with them and she handed me the phone; they were very friendly and wanted to know all possible details. They also proactively offered me 20k points and promised to bring the issue to hotel management to ensure better training. Points posted immediately. Prompt, friendly, and serious response from corporate while the property shrugged it off. I think it was a solid win for their customer service team. |
Haven't called Customer Service/Reservations in a while (at least since the long hold times with the new program last August), but is there actually a specialist Platinum/Titanium team nowadays that pick up the phone (like the previous SPG Platinum Concierge team), or is calling nowadays just a faster route to the same general phone team for everyone?
Have a special request for an upcoming reservation and wondering if it would be more effective to just contact the hotel directly... Thanks! |
I would love a contact or suggestion, as nothing appears to be posting correctly, nor can I get a response from sales.
Held a meeting at Aloft Dallas in March. Points and event nights never posted. Requested points via missing stay and uploaded folio. Got an email back saying that they could not locate the reservation. Responded and reattached folio. No response. Held a two day meeting at Courtyard Dallas in June. Points and event nights did not post. Never received folio. Requested folio from property and sales personnel. Never received. No response. Stayed at Marriott Nashville last Monday-Tuesday. Nothing posted yet. Have folio. Will upload when 10 days have passed I guess. Stayed at Town Place Suites on Sunday. Nothing posted yet. Have folio but Marriott split reservation when I added a name so I anticipate even longer processing. I have a two week meeting going on right now. They are billing every day... needless to say, I don’t have high hopes but I need a problem solver or contact that actually cares about retaining a Titanium member that does significant business and travel. |
Pick a different hotel chain. Seriously...unless one has an Ambassador this company is now a total PITA when it comes to customer service.
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Have to agree. Almost every stay now seems to generate some kind of service problem or account issue; getting those fixed means begging various underempowered or indifferent contact center operatives over a period of weeks until it's fixed. And when I say fixed, I mean put right to the absolute minimum, to the letter of the law, to the point where legal action isn't required. Actual service recovery is totally off the agenda.
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Marriott customer service - no consistency
You’d think I get get a straight answer. 1) is there a transfer limit of points to spouse? ans. No, I’ve been doing this for over 10 years. my response: I’ve been told there’s a limit of 100,000 points response: let me check with manager. .....yes, there is a limit of 100,000 points per year my response: is that 12 months or calendar year. response: let me check with manager, yes, it’s 12 months, not calendar year my response: are you absolutely sure? response: you obviously don’t trust me, I’ll transfer you to someone who can assure you with the same answer me: can you confirm if there’s a 100,000 pt spouse to spouse transfer limitation and if so is it 12 months or calendar year? response: it’s definitely calendar year. me: are you absolutely sure? response: yes, it’s calendar year Me: can a points advance reservation made prior to 9/14/19 be paid for after 9/14/19 and not be subject to the peak rates? response: no, it must be completed and paid for by 9/13/19 otherwise subject to the peak or non-peak rates. me: are you absolutely sure? I’ve read that it’s grandfathered at the old rate at time of reservation made prior to 9/14/19. response: I’ll reconfirm but I’m sure it must be paid for by 9/13/19. Then I get hung up on. SO FRUSTRATED. Can’t get a straight consistent answer |
Originally Posted by tkl1992
(Post 31436987)
You’d think I get get a straight answer.
1) is there a transfer limit of points to spouse? ans. No, I’ve been doing this for over 10 years. my response: I’ve been told there’s a limit of 100,000 points response: let me check with manager. .....yes, there is a limit of 100,000 points per year my response: is that 12 months or calendar year. response: let me check with manager, yes, it’s 12 months, not calendar year my response: are you absolutely sure? response: you obviously don’t trust me, I’ll transfer you to someone who can assure you with the same answer me: can you confirm if there’s a 100,000 pt spouse to spouse transfer limitation and if so is it 12 months or calendar year? response: it’s definitely calendar year. me: are you absolutely sure? response: yes, it’s calendar year I think you might be inadvertently your own worst enemy with that approach, since that information is quite clear already in the Bonvoy terms and conditions. You don't need to ask a customer service agent when the answer is really there in black and white for you already. You already know there are issues with poorly trained new CR agents. Spare yourself! You're just testing the CR agent on what you already can see in black and white. Me: can a points advance reservation made prior to 9/14/19 be paid for after 9/14/19 and not be subject to the peak rates? response: no, it must be completed and paid for by 9/13/19 otherwise subject to the peak or non-peak rates. me: are you absolutely sure? I’ve read that it’s grandfathered at the old rate at time of reservation made prior to 9/14/19. response: I’ll reconfirm but I’m sure it must be paid for by 9/13/19. |
Originally Posted by bhrubin
(Post 31437698)
I think you might be inadvertently your own worst enemy with that approach, since that information is quite clear already in the Bonvoy terms and conditions. You don't need to ask a customer service agent when the answer is really there in black and white for you already. You already know there are issues with poorly trained new CR agents.
Spare yourself! You're just testing the CR agent on what you already can see in black and white. It's a brand new policy announcement and you're surprised? You're reading one thing and then testing the CR agents on what you've read. When it's so new, you're asking for problems with that approach, I think. Calling Bonvoy and asking for an answer is where I should expect to find the correct answer and not relying on third party answers. Thanks in advance for sending me in the correct official location for answers. Much appreciated. |
Originally Posted by tkl1992
(Post 31438069)
My apologies. I honestly don’t know the answer but really would like to know the answer because I’m not sure who. To believe. I was not testing the CR agent, because I truly did not know and still don’t know the correct answer. If you would please tell me exactly where these Bonvoy terms and conditions are I will read them. We have current points advance reservations that we can’t pay for until after 9/14 and doing so would involve 150,000 pt transfer from spouse, but not sure if the transfer limit is really 100.000 pts let alone if that limit is calendar year or 12 month period. I’ve also read that PA reservations prior to 9/14 are locked in and not locked in so not sure what to believe. Where can I really find the answer to that as well? Calling Bonvoy and asking for an answer is where I should expect to find the correct answer and not relying on third party answers. Thanks in advance for sending me in the correct official location for answers. Much appreciated. https://www.marriott.com/loyalty/terms/default.mi You should assume that your current points advance booking will increase if you can't pay for it before Sept. 14--that's the worst case scenario for you, so I recommend assuming that will be the case. The transfer limit is 100K from one person, but up to 500K from several people. That being said, I've heard of exceptions being granted in scenarios such as yours. It can't hurt to ask, but you just need to accept that Bonvoy officially doesn't allow more than 100K if they don't give you an exemption. Sometimes, it's best to hang up and call again until you maybe find someone who says yes. Good luck! I do hope it works out for you. At least you know there are people here who will try to help if we can. Bill |
Does anyone know how inquiries/feedback submitted through the website are handled? Submitted something and never got a confirmation email, tracking/reference number, etc.
Should I have gotten some sort of email confirmation or is it basically lost somewhere now and worth a resend? It's been about a month now and no response. |
You should have received a fairly rapid confirmation with a case number. If you didn't ever get that, I think you need to resend.
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Originally Posted by ajamieson
(Post 31596870)
You should have received a fairly rapid confirmation with a case number. If you didn't ever get that, I think you need to resend.
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