Michigan Czar

I sent Marriott an email detailing how they have cut numeroue benefits over the last two years and how disappointed I was that they pulled the fall EEOs to work on the 2012 EEOs. Here was their response:

Thank you for contacting Marriott Rewards.

Marriott constantly strives to improve its various customer service departments and programs. Therefore, please be assured that we have documented your comments for our development team to review. We truly do appreciate the comments you share.

Thank you for choosing Marriott.

Margaret O.
Internet Correspondence Specialist
Marriott Rewards Guest Services


Obviously they are not listening and do not care.

dchen2

That's what I figured too. Took a challenge to SPG platinum middle of this year and never looked back.

Suite upgrades hovering around 75% and my nine free resort days I earned during SPG's last quarterly promo only reinforced my decision.

It's been fun Marriott, but unless something drastically changes for 2012, I don't see myself even re qualifying MR Silver.

RogerD408

Was the response signed by Otto? Sounds like no one will be seeing your message.

Michigan Czar

Signed by:

Margaret O.
Internet Correspondence Specialist
Marriott Rewards Guest Services

AA Novice

Margaret Otto.

leatherheadiowa

Here is my note, let's see a non stock response, if they dare....


I am sorry to be another person that is writing to see in Marriott is willing to right the ship. As a business traveler and as the business owner I do have choices in where I stay. My two stays this year at Marriott properties should be sign enough. I have switch over 70 stays to ANY other brand because of the down grades and diminished quality of the Marriott Rewards program. As a Flyertalk.com member I am not alone and I can't believe Marriott cares this much, " I sent Marriott an email detailing how they have cut numeroue benefits over the last two years and how disappointed I was that they pulled the fall EEOs to work on the 2012 EEOs. Here was their response:

Thank you for contacting Marriott Rewards.

Marriott constantly strives to improve its various customer service departments and programs. Therefore, please be assured that we have documented your comments for our development team to review. We truly do appreciate the comments you share.

Thank you for choosing Marriott.

Margaret O.
Internet Correspondence Specialist
Marriott Rewards Guest Services"
This is a carbon response to numerous people that have complained. 2012 looks like a 130 night year in the making, it appears that Hilton and Starwood will get my stays unless Marriott gets their act together.
Respectfully,
BIll Hoffman

leatherheadiowa

Here is the response I got:


Dear Bill Hoffman,

Thank you for your reply.

I apologize you feel my response was not good enough. .

The two emails I have received from you are just complaints regarding the program. .You are not requesting anything specific regarding your account. Our office values your opinion regarding the program and have noted your concerns in your account. ..As stated in my previous email, your concerns will be forward to our development team to review.

If you have a specific question regarding your account please let me know.

Thank you for choosing Marriott.

Sincerely,


Margaret O.
Internet Correspondence Specialist
Marriott Rewards Guest Services

RogerD408

To be honest her response was on target. All I read in your letter are complaints about the program without any requests to return and program (i.e. EEOs) or to fix any issues with the MR program. Also, you are communicating with one of the lowest people in the organization that most likely has no ability to initiate change and does not feel it is in their purview to do anything.

You might get a better response if you escalate your communications to Bill Marriott's office in Salt Lake City. Include specific suggestions/requirements you desire. Stating you have taken business away from MR does not earn you any clout, but offering suggestions to how they might be able to earn that business back may get you what you are looking for.

Thank you for being willing to take up this cause with MR. Wish you luck in finding the right person that may be able to actually do something (those are way to few and far between).

billycwhatup

This looks heavily edited. The grammar is terrible, it's laden with typos, words are missing and tenses are incorrect. Not a normal Marriott correspondence.

leatherheadiowa

Sorry, thats what I got. PM me and I'll send you the original email.

Marriott Concierge

In the olden days (8 or so years ago), manual systems were employed to send BOGO coupons to you via direct mail, which you used at the front desk during check-in after calling a reservation agent to book your reservation. Then about five years ago, we moved the delivery method online via marriott.com, however no other element of the process was automated.

This has caused a lot of issues: for members – your ability to use BOGOs is clunky, manual and availability is haphazard; for hotels – there is a large incidence of fraudulent activity and an inconsistent on-property experience; and for the program – there is no ability to track the value or the who/what/when/where of the promotion. Hardly the experience we had in mind.

Many of you have voiced your opinion – enough to validate the popularity of the BOGO offer, so thanks for your support in that area!

We’ve tried various fixes to the BOGO process while keeping the offer in-market, to no avail. Now we’re enduring your disappointment - and our embarrassment - by suspending the promotion. We’re hopeful that a proper solution can be identified. We wish there had been a better way.

I oversee the team responsible for BOGO. If you are interested in continuing the dialogue directly with me, a special group has been set up on Insiders specifically for this topic. For the next thirty days this area will be set aside for the conversation.

-MichelleL

plagwate

Thanks Michelle. I would love to participate in this group. However, when I click on the link, I get this:

Something else for Marriott to be disappointed and embarrassed over?
Let's hope this maintenance message won't be up for the next 30 days.
BTW, between this and the recent website "enhancements" your IT guys really are doing the Marriott brand a disservice.

fredlisancnc

Link/site works fine now...

Marriott Concierge

@plagwate, we were performing site maintenance late last night however this group is available and we welcome your input! Announcements for planned downtime are posted on the homepage and will also appear on an Insider's Communications page.

All the best, Andy

sophiegirl

Link works and post shows.....