Concur with OP and just wanted to add my recent positive experience.

Was having difficulty logging in today, much less using my 50k Chase free nights (the system always defaults to the earlier-expiring 85k nights).

Called Marriott, phone was answered within one minute by a US-based agent who patiently assisted me with 4 separate reservations. This was a bit painstaking due to system issues which required him to first reserve with points (thankfully I have enough) and then substitute the Chase free night certs. He was super cheerful throughout the whole process and everything was done correctly.

In general I am happy that Marriott has kept many of the lounges open unlike Hyatt which seems to have permanently closed some of my favorites. Of course the Griffin (US) and JW lounges in EMEA and Asia are much better than the US ones.