Customer Care - How long to wait for a reply?
 

How long should I wait for a reply? I've sent a reminder once.


From: Customer Care <[email protected]>
Sent: Monday, May 24, 2021 3:34 AM
To: [email protected]
Subject: Message from Marriott Customer Care [ ref:_xxxxxxxxxx:ref ]

Dear Mr jahason

Thank you for contacting Marriott Bonvoy™ Customer Care.

I am sorry your stay at the xxxxx was not the Marriott experience you deserve.

I shared the details you provided with the executive team at the hotel. They will take action and respond to you soon. I ask that you allow us three to five business days to resolve this issue.

You can count on Marriott to improve your experience in the future.

Thank you for your valued membership in Marriott Bonvoy and I look forward to serving your future lodging needs.
Best Regards,


Bill Evans
Marriott Bonvoy™ Customer Care

A month has elapsed since your original query which is more than enough time to wait for a reply. I would reach out again and check on the status of your query. It is entirely possible (probable), the hotel is just dragging it's feet and not responding to MR customer care. You might also want to engage The Marriott Bonvoy FT Lurkers to look into it for you.

What problem did you experience at the property and which property? If you're looking for compensation, what were you expecting? It helps to have specific compensation in mind. Of course it should be commensurate with the issue that was experienced.

--Jon

They said "three to five days". I would have followed up at six days

Not looking for compensation. Just an acknowledgement would be good.

Breakfast was not ready on time a couple of times so that made me late for work.
Room was not made up on two days when I asked for this to be done daily.

Nothing major. Just minor irritants.

How do you engage the lurkers?

Hello jahason, sorry to hear about your experience. Please private message us with your details or email at [email protected] , so we can follow up.

Thanks for replying with the additional information. Which property is it? It is helpful to the FT community to know which properties have good service and are responsive to issues/complaints and those that are not. It may affect our decisions on where to stay.

--Jon

then what exactly are you looking for? Just some words of apologies from the property? If that’s the case, look at TripAdvisor reviews to see if the property typically have management response to comments and reviews, and you’ll probably get your words of comfort there faster there, especially since it has been a month since your inquiry. Based on your “irritants” in the days of covid travel, I would expect a very templated response.

I have sent you an email. Still waiting for a reply from the GM of the hotel. Thank you for chasing up.

It would be greatly appreciated by the FT community if you shared the final outcome. Thx!

I guess the final outcome is that I never did hear from the hotel team and our Lurker has gone quiet too. I must have written five times to the hotel.

Personally I feel no response is very poor customer service. In my work one of my colleagues was severely reprimanded for failing to reply to a customer.

So I will name the hotel - Moxy Bucharest.

I would say that not all Marriott properties in Bucharest are the same. The Courtyard is fantastic with an excellent team. I've also stayed at the JW Marriott and had a good experience though not in the last five years.

I have been waiting sometime for a reply re. a small issue, there must be a delay there as I’ve never waited so long for a response.

FYI, the issue is I booked a Bonvoy Member Escape rate that was supposed to include 3k bonus points which has not been awarded, and a phone call to CS couldn’t see any info. re the rate

Nothing new. My former Ambassador sent some of my issues to "Research" and I have yet to hear back. Some issues were from 2018 and 2019. :(:p

Hello pazza2000,

We’d like to look into this. Could you please send us more information such as hotel's name, your check-in & out dates, reservation holder’s name, reservation number & your email address via private message or email us at [email protected] ? Make sure to mention your "FlyerTalk Forums" handle so we can recognize this conversation. We look forward to hearing from you.

For that type of promo, I would definitely take a screenshot. Marriott is notorious for not honouring promo points. See the Courtyard 2000 bonus points thread.

Often times I just want to see if management cares. I worked in hospitality for many years and the notion of failing to respond to (or at least refer along) a guest complaint, no matter how ridiculous, is impossible. Personally, I blacklist any property that doesn't respond to my e-mail.