3Cforme

You do. It appears you don't understand franchising. Your contract is with the property, not Marriott. Marriott can enforce Bonvoy program requirements (welcome gifts, for example) but the broad hospitality deliverables are the responsibility of the property. If you have an issue get it resolved before departing the property.

cmatthews11

What's the point in being so condescending?

Marriott is the brand, the product and should be the customer service. Just like every other merchant/retailer/chain in this world that also offers up franchising rights. If they want to put the onus on the hotel to resolve things after-the-fact, that's fine, but they should be responsible for confirming resolution.

There's no reason to say that all issues should be resolved before you leave.

SkiAdcock

Prior to 8/18 MAR folk didn't have to wait 10 minutes either. We used to get good customer service. This isn't a case of everything was bad w/ MAR. Post-merger it's bad for both sides.

Re: customer service & complaints re: properties. Sometimes it goes the elite's way; sometimes it doesn't. As someone noted above, it's hard to provide info or find out which way it should go w/o more details.

Cheers.

wendySFO

The question is what the Customer Service team does? Are they suppose to drive for a resolution for the case I open (regardless in favor of the elites or not)? Should they get back to me when there is a response or let it sit there rotten? does it sound right the property involved in the case can close the case and there is nothing relay back to me who open the case?

Sounds like close the cases by properties are nothing new from hearing experience of other FTers here. And so far I see no evidence there is any SLA built-in to meet my needs.

This make sense if I am not their customer, as some pointed out here. Then Marriott should not pretend the Customer Service is for Loyalty Program Members, they are not here for me.

Kacee

That's what Hilton corporate does. They will both follow up with the property and typically award cs comp (points). There's a nifty feature in the Hilton app which allows you to register feedback to corporate either during or after your stay.

s0ssos

I think this is like the distinction between the big airlines and their regional subsidiaries. So you would say Skywest employee, for example.
A distinction lost on customers.

CLEguy

dcstudent

I'm with you. Very frustrating that properties can close cases without any feedback to the Bonvoy member. CS should at the very least get back to the customer with resolution whether it's what the customer requested or not.

itsaboutthejourney

This is a huge reason why I was an SPG customer and avoided Marriott like the plague prior to this terrible merger. What has been helpful to get Marriott's attention has been to get the Better Business Bureau of Maryland involved when I have enough emails of non-response or clueless response from Marriott. It appears that the BBB has someone at Marriott that gets their attention and resolves my problems quickly. It's sad I have to do that, but that to me is why the above statement about the property owners/operators is so true.

Sabai

tfong007

I have had cases open for 6 months. I would say I have been pretty patient. I am not holding my breath waiting for a response.

PointWeasel

I have called twice in three days and on hold for over 30 mins each time.

I hung up and booked elsewhere.

As a Tit Elite, this is not acceptable.

I maintain that Marriott Executive Offices need a full sweep.

HNLbasedFlyer

It would appear - post merger, Marriott customer service only acts as a liaison between you and the hotel but has no enforceable powers. In this strong economy, your best recourse is a bad review of the property and don't stay there again.

My recommendation moving forward is to try to work it out with the hotel yourself - use Marriott customer service as a backup - or, don't stay at Marriott properties if this is a dealbreaker for you.

h2rdw1r3d

Ok, I knew I would find an answer here. This board is worth its weight in, well I was going to say gold but I won't even go there.

My complaint with the property has to do with the website, the app, the reservation system, and the guarantee I get the room I booked.
(Long story short: Booked a suite, confirmed a suite, got to hotel, oops no suite, root cause of the prob: Marriott app lists suites that do not exist at hotel -- in the meantime, I still did not get the suite I booked and no compensation because the hotel said it was a corporate issue, Corporate refers me to the property) I call or email to complain, am told it will be resolved and that the property will reach out to me, and then quietly it is closed with no resolution whatsoever a few days later and I am none the wiser. I guess eventually I will have to move on and forget it, right? I'm just going to take it up with American Express. They'll start listening when they stop getting paid.

This circular nonsense has got to stop. I realize that right now in the middle of the s--tstorm that Marriott is in, no one wants to be the one that stands up and owns any particular piece of this fiasco, but it is getting to the point where all trust and loyalty has been lost and no one is going to believe anything anyone tells them. And what is the point of a *loyalty* program then?

I can't even remember the last time something was so mismanaged.

SkiAdcock

Short of MAR screwing up on credit card (and then one can challenge it w/ CC company), or proactively putting my safety in jeopardy or trying to defraud me aka the pillow guy, I can't imagine contacting the BBB, much less contact them multiple times. That truly boggles my mind & is a

Cheers.