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-   -   Marriott's Customer Service : General Discussion Thread (https://www.flyertalk.com/forum/marriott-marriott-bonvoy/1910990-marriotts-customer-service-general-discussion-thread.html)

FlyerJ Jan 28, 18 1:40 pm

Marriott's Customer Service : General Discussion Thread
 
Is it down, or is it no longer offered?

I'm traveling internationally right now, so I'm trying to use it -- rather than phoning.

First attempt ... about a 10 minute wait, and then it looked as though it was answered by an agent. But absolutely no response from that agent -- just a blank screen. (I typed in a few "Hello, are you there?" messages -- with no response.) I closed the window and tried again, and my second attempt went unanswered for about 20 minutes. I just gave up.

(I've found that the online chat feature is almost always answered immediately -- by fantastic agents who know their stuff.)

What happened?

Starwood Lurker Jan 29, 18 1:52 pm


Originally Posted by FlyerJ (Post 29350158)
Is it down, or is it no longer offered?

...What happened?

My apologies for any inconvenience. It is still offered, but we checked with the team and they say there are no known technical issues on our side. However, if you are actively traveling sometimes the service is affected by your device fluctuating between hot spots.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC

[email protected]

jimdarcy Jan 30, 18 2:12 pm

Might be the wrong thread, but does the 24 hour in advance app check in work?
ThAnks

bankingguy May 7, 18 3:03 pm

Marriott's Customer Service General Discussion Thread
 
I've been a SPG member for ages - lifetime Plat. I've loved SPG and still do. I was worried about the Marriott merger but ended up being pretty happy with having their lower end properties to book since SPG doesn't have very good coverage in comparison. I also have enjoyed the Ritz Carlton properties.

With that said, I had my first bad experience today while calling customer service. First, it is frustratingly difficult to get to a person. Second, I was on hold for almost 15 minutes before I spoke to agent. Once I got to the agent, they were great and did what I needed (a request that needed a person rather than the automated system). Agent was nice, knowledgeable and quick. I'm hoping that wait time was an anomaly and not the norm!!!

By comparison, I've never had a wait like that with SPG. I also like having the option to text them - I don't think Marriott has that. Guess SPG just spoiled me!

CJKatl May 7, 18 3:43 pm

Not that this is an excuse nor do we have any idea if it is temporary, but the long waits on the phone are relatively new. Marriott used to answer pretty quickly, but there is a thread on the Marriott FT forum where many people are complaining about the long wait times, myself included.

Another issue is talking to a human is often a long involved process while you work through the automated system. I am Plat and have been for fifteen years. I know I can check my balance online and I am not calling to get my MR#. Having to go through five minutes of telling the recorded voice this is a waste of time.

Canada101 May 7, 18 4:09 pm

I've had great experiences with Marriott customer service and you do have the option for online chat from the website.

controller1 May 7, 18 4:10 pm

The Marriott customer service agents may be inundated with people asking "but will I be Platinum come August?" I'm sorry, that's another thread but seriously they may be busy fielding questions that can't be answered until Marriott releases additional information.

Okijames May 8, 18 8:00 am

Obviously be aware of your surroundings if you decide to use this but...

An interesting trick I learned from a friend who works for a supplier of call automation systems is to use expletives as if actually angry/frustrated with the system. Why? Many, but not all, systems are designed to recognize extreme customer dissatisfaction and prioritize accordingly.

CPRich May 8, 18 8:29 am

It wouldn't surprise me if it's the standard CSR staffing level trying to support normal traffic plus all of the "what does the merger mean to me" questions after the recent announcements.

Plumber May 8, 18 8:37 am


Originally Posted by Okijames (Post 29729324)
An interesting trick I learned from a friend who works for a supplier of call automation systems is to use expletives as if actually angry/frustrated with the system. Why? Many, but not all, systems are designed to recognize extreme customer dissatisfaction and prioritize accordingly.

Are you sure you dont get 'prioritized' to the bottom of the pile??? :D

jjava May 8, 18 9:02 am

Iíve also noticed the slow Marriott service lately. It might be dependant on the time of day. I called for a missing folio and the first time I waited at least 10 min before giving up. I called again early the next morning and had someone within a couple min.

dilbertsdaddy May 8, 18 11:06 am


Originally Posted by controller1 (Post 29727081)
The Marriott customer service agents may be inundated with people asking "but will I be Platinum come August?" I'm sorry, that's another thread but seriously they may be busy fielding questions that can't be answered until Marriott releases additional information.

ding ding

mattsteg May 8, 18 3:09 pm


Originally Posted by CJKatl (Post 29726972)
Not that this is an excuse nor do we have any idea if it is temporary, but the long waits on the phone are relatively new. Marriott used to answer pretty quickly, but there is a thread on the Marriott FT forum where many people are complaining about the long wait times, myself included.

Another issue is talking to a human is often a long involved process while you work through the automated system. I am Plat and have been for fifteen years. I know I can check my balance online and I am not calling to get my MR#. Having to go through five minutes of telling the recorded voice this is a waste of time.

How much of their call volume is actually for those questions? And how difficult is it to only give those ridiculous voice menus if the system doesn't recognize the caller? Long voice menus are intentional customer mistreatment in my book.

spgplat21 May 8, 18 4:17 pm

I'm sure it's slower following the latest announcements, but even before all the recent changes, it wasn't great (especially compared to SPG). They also have limited hours, which was a big surprise. I had to call the UK office once to get a travel package booked late one evening.

stvr May 8, 18 4:48 pm

When you call Hyatt Globalist you can get to a phone rep with one press of a button. WIth Marriott it's a lot of computer voice recognition triage "I think I heard you say"


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