Best way to complain to Bonvoy being Titanium
Dec 30, 2020, 8:50 pm
#16
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I am from the Starwood side originally and the way Marriott deals with complaints and its guests when they have issues is the single biggest reason I am moving away from them bit by bit since the merger. Had issues before this year but thankfully had a great Ambassador who papered over the cracks, but now with the essential discontinuing of the Ambassador program atm they are painfully obvious and frankly I find Marriott CS to be not just a joke but quite insulting at times how they expect us to pay to be treated with such contempt.
Marriott is great, if you find great hotels with great management, if not your pretty much screwed! Unfortunately if someone at Marriott corporate reads this final line, they would stop after reading the 3rd word and pat themselves on the back!
Marriott is great, if you find great hotels with great management, if not your pretty much screwed! Unfortunately if someone at Marriott corporate reads this final line, they would stop after reading the 3rd word and pat themselves on the back!
Dec 30, 2020, 9:29 pm
#17
Join Date: Nov 2016
Location: On a plane or a beach
Programs: Yes
Posts: 3,152
To be honest even as an AMB elite the best way to share your concern with Marriott is to contact them and let them know why youll be spending X $ and night elsewhere. Its all Marriott seems to care about. 
Dec 30, 2020, 11:44 pm
#18
Join Date: Nov 2008
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Unless your a large corporate I don't think Marriott is capable of noticing this. They don't seem capable of realising that just because someone does 100 nigts with them that they are missing out on another 75 due to their poor service, all they see if the 100 nights they are getting. That or they have decided that to give better CS isn't worth it, which short term may work, long term of that 175 night total in a few years maybe near 25 nights with Marriott, specially for those with lifetime Titanium, afterall what does Ambassador get you these days, the answer being pretty much the same as Titanium!
Dec 31, 2020, 1:13 am
#19
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
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Dec 31, 2020, 1:23 am
#20
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Yes, but if the management team of the property is the problem in the first place then they're not going to care or bother to fix the problem once our complaints are forwarded to them. Most likely they're well aware of our complaints and just don't care.
Management teams obviously can act with impunity because Marriott HQ/ customer care doesn't enforce following of brand and program standards. And w covid basically anything goes and can be written off to covid.
What's the point of messaging customer care? There really is none. And Marriott has made clear that individual guests simply don't matter because it has enough properties and corporate accounts to general revenue even if we individual travelers are frustrated.
Ive already switched my company to other brands because it's clear we don't generate enough revenue for anyone at Marriott to care. Maybe if I were the CEO of Apple Marriott would care more but even then...
QUOTE=Marriott Bonvoy Lurker II;32923017]Thanks for your feedback.
Please allow me to explain this situation.
As most of the cases happen at hotel, it is best for hotel to investigate the cases and follow up with guest directly.
Guests may contact us if they request further assistance after hotels follow up or have not received reply from hotel.
Please let us know if you need further assistance.
Best Regards,
Abbey L
Specialist, Social Media
Marriott International
Management teams obviously can act with impunity because Marriott HQ/ customer care doesn't enforce following of brand and program standards. And w covid basically anything goes and can be written off to covid.
What's the point of messaging customer care? There really is none. And Marriott has made clear that individual guests simply don't matter because it has enough properties and corporate accounts to general revenue even if we individual travelers are frustrated.
Ive already switched my company to other brands because it's clear we don't generate enough revenue for anyone at Marriott to care. Maybe if I were the CEO of Apple Marriott would care more but even then...
QUOTE=Marriott Bonvoy Lurker II;32923017]Thanks for your feedback.
Please allow me to explain this situation.
As most of the cases happen at hotel, it is best for hotel to investigate the cases and follow up with guest directly.
Guests may contact us if they request further assistance after hotels follow up or have not received reply from hotel.
Please let us know if you need further assistance.
Best Regards,
Abbey L
Specialist, Social Media
Marriott International
The sad thing is that this strategy and attitude is terribly shortsighted and counterproductive for the better properties. It's a tragedy of the commons situation in which the worse hotels free ride on the chain's/brand's reputation while dragging it down, thereby hurting the better hotels in Bonvoy (that logically decide to de/re-flag eventually if they're rational). The good hotel managers and owners should be up in arms about this and insist that Marriott enforce brand standards.
Dec 31, 2020, 8:41 am
#21
Join Date: Nov 2016
Location: On a plane or a beach
Programs: Yes
Posts: 3,152
Unless your a large corporate I don't think Marriott is capable of noticing this. They don't seem capable of realising that just because someone does 100 nigts with them that they are missing out on another 75 due to their poor service, all they see if the 100 nights they are getting. That or they have decided that to give better CS isn't worth it, which short term may work, long term of that 175 night total in a few years maybe near 25 nights with Marriott, specially for those with lifetime Titanium, afterall what does Ambassador get you these days, the answer being pretty much the same as Titanium!
Dec 31, 2020, 8:52 am
#22
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,320
Fast forward to today, I haven't done much business travel the last couple of years (different job and Covid). Fortunately for the trips I did, I didn't encounter any issues requiring MR phone agents (neither complex reservations nor customer service issues). The few CS issues I had with signing up for promo's, I engaged the FT MR Lurkers and they resolved them quickly. When I resume full business travel sometime in 20201, I will see how it goes. Hopefully I still won't need MR CS and phone agents the overwhelming majority of the time. If/when I do, I will be able to gather firsthand data points on the current service level available. I am somewhat leery from other folks experiences as reported on FT; however, I will hold off on making a judgement until I have some direct experience.
--Jon
Dec 31, 2020, 8:52 am
#23
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I've gotten some very good follow-up from Marriott customer service. I've also been more or less given the finger. So IME it's highly variable. Similar to experiences with individual properties - some have gone out of the way to make things right, others have done nothing. I also tend to agree with the common theme here - that Marriott corporate is doing a poor job of enforcing rules and standards, and that ultimately this reflects corporate arrogance and a belief that footprint trumps all else.
Dec 31, 2020, 10:35 am
#24
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Positive experiences tend to become a new normal and taken for granted. Bonv°y!