The inside scoop on Marriott's epic woes?
#46
Join Date: Apr 2017
Programs: AMEX Plat Marriott Gold HHGold UA Silver
Posts: 40
An entire new reservation system was forced on us that barely works because Marriott didn’t want to pay Oracle to use the system they had been using before. To add to this, the agents were able to call supervisors that would help them fix things. The supervisors are now ordered not to help.
This is almost exactly what happened when United decided to use the old Continental Shares reservation system after the merger because it was "cheaper." It turned out to be far more expensive in terms of reduced capabilities, frustration for passengers and many (ex-United) agents alike, and the need to spend much more money to fix the problem. This cannot end well...
This is almost exactly what happened when United decided to use the old Continental Shares reservation system after the merger because it was "cheaper." It turned out to be far more expensive in terms of reduced capabilities, frustration for passengers and many (ex-United) agents alike, and the need to spend much more money to fix the problem. This cannot end well...
as I recall both SHARES and Apollo had been sold off and leased back, but SHARES had some functionality (like dynamic pricing for E+ or something) that Apollo lacked.
In both mergers I had no problem with CO or Marriott before but the merger seemed to destroy what worked just fine prior. With UA/CO outsourcing that UA did made the disfunction much worse. I feel like something has happened to all the knowledge folks at Marriott too. I have lost track of the times I have called in to the now Titanium line and received zero service, bad information or just told some BS to get rid of me.
I have to police everything in a way I never did before. I have mulled bailing all together , but so far lifetime status and laziness have seen me not.
#47
Join Date: Apr 2004
Location: BOS
Programs: Marriott LTG, HHonors Diamond, Nat'l Exec
Posts: 3,580
I disagree. Many of the complaints have been about hotels cheating by claiming a muffin and coffee is breakfast, despite the obvious intent of the terms and conditions and Marriott's public statements when the new benefits were launched last August under the now-former unified Marriott Rewards–SPG–Ritz-Carlton Rewards loyalty program.
Take, for instance, this "pocket guide" apparently distributed to hotels: https://loyaltylobby.com/2018/09/10/...-pocket-guide/
If that's what hotels are using to guide benefits, you can see why they might be confused; they don't even list breakfast benefits in the same location for all brands.
#48
Join Date: Jan 2014
Programs: Amtrak Guest Rewards (SE), Virgin America Elevate, Hyatt Gold Passport (Platinum), VIA Preference
Posts: 3,134
I disagree. Many of the complaints have been about hotels cheating by claiming a muffin and coffee is breakfast, despite the obvious intent of the terms and conditions and Marriott's public statements when the new benefits were launched last August under the now-former unified Marriott Rewards–SPG–Ritz-Carlton Rewards loyalty program. And then there are the properties that refuse to upgrade.
Yes, there are issues related to IT and customer service at the corporate end of the spectrum, but there have been profound incidents related to the actual delivery of amenities and benefits.
Yes, there are issues related to IT and customer service at the corporate end of the spectrum, but there have been profound incidents related to the actual delivery of amenities and benefits.
Marriott corporate needs to more clearly define the breakfast option and to make points in lieu an option for non-conforming properties. I'll happily pocket a few hundred points in lieu per nights and to hell with breakfast. And if properties won't conform, or try other crap (St. Sleazis Aspen, I'm looking at you) they should be de-flagged.
#49
Suspended
Original Poster
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Take, for instance, this "pocket guide" apparently distributed to hotels: https://loyaltylobby.com/2018/09/10/...-pocket-guide/
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#50
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 52,501
So for a straight OC5 to NC4 Travel Package conversion, I can call one of these other phone numbers and have them do the conversion without getting kicked back to the U.S.? Assume I pick a market that speaks English and call during their regular opening hours, of course...
#54
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,731
So for a straight OC5 to NC4 Travel Package conversion, I can call one of these other phone numbers and have them do the conversion without getting kicked back to the U.S.? Assume I pick a market that speaks English and call during their regular opening hours, of course...
US reps are not all bad - a friend only called US claiming her phone service does not have free international calls. She calls the earliest time possible, on weekends. Each and every time she got helpful reps - incl her cert being extended twice since last July... First to Sept 2019 then now to Feb 2020 when she changed her mind on when to use it.
#55
Join Date: Dec 2016
Location: WAW
Programs: A3(*G), Marriott Platinum, Hilton Diamond, IHG Diamond Ambassador
Posts: 2,534
Call the UK number where the reps seem to be mostly competent. (my emph.)
US reps are not all bad - a friend only called US claiming her phone service does not have free international calls. She calls the earliest time possible, on weekends. Each and every time she got helpful reps - incl her cert being extended twice since last July... First to Sept 2019 then now to Feb 2020 when she changed her mind on when to use it.
US reps are not all bad - a friend only called US claiming her phone service does not have free international calls. She calls the earliest time possible, on weekends. Each and every time she got helpful reps - incl her cert being extended twice since last July... First to Sept 2019 then now to Feb 2020 when she changed her mind on when to use it.