No Platinum Chat in the new program
 

Is the plat chat gone? Always found that rather helpful...

Just noticed that myself just now and NOT IMPRESSED. Who wants to use the telephone these days...

Oh wow :td: :td: :td: - I took care of 95% of my needs using chat. I only ever called if I didn't bring my laptop!

I could not find a chat function as well. :(

I've also been unable to find a dedicated Platinum Concierge phone number - any luck?

Ugh, this whole thing sucks.

khabah

Isn't it the number on the back of your card?

A few times while trying to make reservations I had a popup message asking if I'd like to chat. The functionality seemed very similar to the old chat, but the agents weren't as helpful. They were able to make a reservation for me, but then I had a couple reservations that I couldn't apply SNAs to and one I couldn't cancel online. It was clear that the chat agent was just trying to do exactly what I could do online. He ultimately just gave me the phone number of the hotels and told me to call myself.

But I don't see a way to force a chat, and the popup message hasn't happened since last week.

Ah. If it happens to be the number(s) behind the new card in my Wallet app, then boy, is my face Marriott red.

khabah

I've still been able to use direct messages to @spgassist on twitter with mostly good results as recently as a few days ago.

Not that it matters. Still takes them a half hour to pick up.

Rumors regarding the end to Platinum Chat are just that. See this site for more details.

It would seem that the reason chat cannot be had at the moment is the pressure of call volume on the call centers. I understand folks need/want to call since the merger, so no alleged "victim-blaming" there. It's just the reality of the moment at this given time. Platinum Chat will be available as call volume allows.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]

Thanks William, and certainly understandable on call center pressures.

That said, those pressures are entirely of Starriotts own making. The poorly designed, tested and implemented combination of the programs, the botched updates and self induced issues are all issues, not surprisingly, driving this volume. Marriott needs to find ways to communicate with customers, not remove them.

For example, the fact that I can not merge my accounts is because of a slight variation in my name and it necessitates that I call an agent to make the change is absolutely ridiculous, and is illustrative of how badly managed this whole process has been.

Making matters worse is that Marriott has largely been silent on all this. Transparency and honesty can go a long way to soften the impacts of a negative situation. Apparently Marriott thinks sticking its head in the sand is a better approach.

No chat function on Marriott?
 

Loved this SPG and can't find it on MR. Is there one? Thanks