Does Marriott have executive customer service desk
Apr 3, 2021, 2:37 pm
#1
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Does Marriott have executive customer service desk
If one wants Marriott customer service, then of course the Marriott.com web site posts the contact information of such service.
But does Marriott have executive customer service?
At least for Hilton, there is an executive customer service desk to which I can go?
But does Marriott have executive customer service?
At least for Hilton, there is an executive customer service desk to which I can go?
Apr 3, 2021, 4:20 pm
#4
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It's the same thing as the regular customer service, but designed to make people who write to the CEO and the like feel as though they are special.
The cut & paste response will gush about how the CEO and property's GM both personally directed the responding CSR to jump on the issue.
The better question is always what it is that one wants.
The cut & paste response will gush about how the CEO and property's GM both personally directed the responding CSR to jump on the issue.
The better question is always what it is that one wants.
Apr 3, 2021, 5:12 pm
#6
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Apr 3, 2021, 5:27 pm
#7
Join Date: Mar 2008
Location: Fort Lauderdale, FL
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Hotel groups like Marriott use proprietary software for complaints and compliments. The software ensures nothing gets lost or ignored in an email or voicemail in-box. It also creates a "paper trail" for every issue.
Regardless of whether the compliant is made by calling Central Reservations, using the website form, or reaching out to the Office of the CEO, the process is the same. The compliant will get created in the software and sent to the appropriate entity for resolution.
If a complaint is about a hotel, it will get directed to the hotel. They have a set time to respond (usually 72 hours).
In a previous job, I was responsible for monitoring the complaint/compliment software at a hotel. (This wasn't a Marriott brand, but I firmly believe all hotel groups handle this procedure in a like manner.) In nearly all cases, what the hotel decides will be the final decision. The only exceptions would be in cases where the hotel is clearly violating policies. And by clear, I mean the guest has some sort of proof. In a "guest says this happened; hotel says this happened" situation, the hotel will be believed (unless multiple guests have made similar complaints before).
Certainly, it's conceivable that someone in the CEO's office will decide a certain compliant is worthy of further investigation outside the usual complaint system. But that would be a longshot. If it's not a life safety issue (literally a matter of live and death) or something so egregious it would create national news stories, trying to complain via the CEO's office isn't going to change the outcome.
That's my semi-insider take.
Regardless of whether the compliant is made by calling Central Reservations, using the website form, or reaching out to the Office of the CEO, the process is the same. The compliant will get created in the software and sent to the appropriate entity for resolution.
If a complaint is about a hotel, it will get directed to the hotel. They have a set time to respond (usually 72 hours).
In a previous job, I was responsible for monitoring the complaint/compliment software at a hotel. (This wasn't a Marriott brand, but I firmly believe all hotel groups handle this procedure in a like manner.) In nearly all cases, what the hotel decides will be the final decision. The only exceptions would be in cases where the hotel is clearly violating policies. And by clear, I mean the guest has some sort of proof. In a "guest says this happened; hotel says this happened" situation, the hotel will be believed (unless multiple guests have made similar complaints before).
Certainly, it's conceivable that someone in the CEO's office will decide a certain compliant is worthy of further investigation outside the usual complaint system. But that would be a longshot. If it's not a life safety issue (literally a matter of live and death) or something so egregious it would create national news stories, trying to complain via the CEO's office isn't going to change the outcome.
That's my semi-insider take.
Apr 3, 2021, 5:40 pm
#8
Join Date: Apr 2019
Posts: 93
Hotel groups like Marriott use proprietary software for complaints and compliments. The software ensures nothing gets lost or ignored in an email or voicemail in-box. It also creates a "paper trail" for every issue.
Regardless of whether the compliant is made by calling Central Reservations, using the website form, or reaching out to the Office of the CEO, the process is the same. The compliant will get created in the software and sent to the appropriate entity for resolution.
If a complaint is about a hotel, it will get directed to the hotel. They have a set time to respond (usually 72 hours).
In a previous job, I was responsible for monitoring the complaint/compliment software at a hotel. (This wasn't a Marriott brand, but I firmly believe all hotel groups handle this procedure in a like manner.) In nearly all cases, what the hotel decides will be the final decision. The only exceptions would be in cases where the hotel is clearly violating policies. And by clear, I mean the guest has some sort of proof. In a "guest says this happened; hotel says this happened" situation, the hotel will be believed (unless multiple guests have made similar complaints before).
Certainly, it's conceivable that someone in the CEO's office will decide a certain compliant is worthy of further investigation outside the usual complaint system. But that would be a longshot. If it's not a life safety issue (literally a matter of live and death) or something so egregious it would create national news stories, trying to complain via the CEO's office isn't going to change the outcome.
That's my semi-insider take.
Regardless of whether the compliant is made by calling Central Reservations, using the website form, or reaching out to the Office of the CEO, the process is the same. The compliant will get created in the software and sent to the appropriate entity for resolution.
If a complaint is about a hotel, it will get directed to the hotel. They have a set time to respond (usually 72 hours).
In a previous job, I was responsible for monitoring the complaint/compliment software at a hotel. (This wasn't a Marriott brand, but I firmly believe all hotel groups handle this procedure in a like manner.) In nearly all cases, what the hotel decides will be the final decision. The only exceptions would be in cases where the hotel is clearly violating policies. And by clear, I mean the guest has some sort of proof. In a "guest says this happened; hotel says this happened" situation, the hotel will be believed (unless multiple guests have made similar complaints before).
Certainly, it's conceivable that someone in the CEO's office will decide a certain compliant is worthy of further investigation outside the usual complaint system. But that would be a longshot. If it's not a life safety issue (literally a matter of live and death) or something so egregious it would create national news stories, trying to complain via the CEO's office isn't going to change the outcome.
That's my semi-insider take.
Apr 3, 2021, 6:37 pm
#10
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It's why sending a certified letter to the CEO is no different than filling out the standard webform. Except the former takes longer because somebody has to scan it in.
Complaints do get elevated, but not based on the addressee.
In addition, in any customer-facing organization, a few complaints a day are randomly sent to senior people just so that they can keep their finger on the pulse of what is going on and see how things are handled.
On the other hand, as in all customer-facing organizations, there are some customers who cannot be made happy. The name of the game is not to throw good money after bad and let them go.
Complaints do get elevated, but not based on the addressee.
In addition, in any customer-facing organization, a few complaints a day are randomly sent to senior people just so that they can keep their finger on the pulse of what is going on and see how things are handled.
On the other hand, as in all customer-facing organizations, there are some customers who cannot be made happy. The name of the game is not to throw good money after bad and let them go.
Apr 3, 2021, 7:08 pm
#11
Join Date: Jan 2008
Posts: 3,946
Actually many times addressee play a big part to get an issue escalated/elevated/have higher priority/dealt with a focus on amicable resolution/or whatever one wants to call. EAs get these all the time. Common in large organizations.
Focus for any organization would be to try and resolve with positive outcome. If there is just no way, then I have seen companies put their best foot forward and leave it at that.
On the other hand, as in all customer-facing organizations, there are some customers who cannot be made happy. The name of the game is not to throw good money after bad and let them go.
Apr 3, 2021, 10:35 pm
#12
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With UA, directing correspondence to Oscar Munoz sometimes succeeded when other channels failed. I did this once and got a one-off resolution that was more generous than what I was seeking.
Apr 3, 2021, 11:04 pm
#13
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Once upon a time, long before Bonvoy, some people reported success when they contacted Bill Marriott's office.
Apr 4, 2021, 3:45 am
#14
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Complaints do get elevated, but not based on the addressee.
In addition, in any customer-facing organization, a few complaints a day are randomly sent to senior people just so that they can keep their finger on the pulse of what is going on and see how things are handled.
In addition, in any customer-facing organization, a few complaints a day are randomly sent to senior people just so that they can keep their finger on the pulse of what is going on and see how things are handled.
Apr 4, 2021, 3:59 am
#15
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I think that you are all piling on the OP unnecessarily.
The question sounds to me as whether Marriott has specific customer service for elite members, in the same way that Hilton has a "Diamond desk".
Or is AA's Executive Platinum customer service managed by the CEO's office as well?
The question sounds to me as whether Marriott has specific customer service for elite members, in the same way that Hilton has a "Diamond desk".
Or is AA's Executive Platinum customer service managed by the CEO's office as well?
