Drop in customer service quaility
 

Anyone else notice a drop in customer service levels? Dealing with an issue from a stay and have been told that a supervisor from the titanium line would reach out in 24-48 hours but it has been over a week. Upon calling back they just put you back into a call back queue. Where is the service?

Why are you surprised? At some point during the last few years, Marriott started saying publicly that its "valued customers" are the hotel franchise owners and that Bonvoy members are the product Marriott provides to those hotel owner customers.

And you've already pursued this to conclusion with the GM at the property, yes? It's often easier to get engagement from property management, which is obviously smaller, fewer people, less hierarchy, than Marriott.

I can't figure out the email address for the GM or management team at the property. It is an international location.

Ask the Lurkers, they'll be happy to provide it.

Dear m0mo,

We are sorry to learn about your experience. If you can send a private message to us with below information for verification purpose, we will be pleased to look into further for you.

- Your full name
- Your member account number
- Your email address associated with member account
- The relevant stay details (hotel name and stay date)
- The issue details

Best Regards,

Carrie L
Specialist Social Media Care
Marriott International
[email protected]

This is across almost all companies in the leisure / hospitality industry post-COVID, not just Marriott. Marriott has had a more precipious decline than most, however, given they've reached the level of scale / market dominance at which focus on the experience of staying guests starts to clearly be of less importance.