Inexperienced Representatives
 

Is it just me or have some of you discovered that the employees who answer the phone for Marriott Rewards are just not taught how to use their system properly. The regular Marriott reservations employees seem to know so much more and always get me a better quote than calling the Rewards service center.

Again this week I called twice and was offered only the highest price available through the Marriott Rewards line. I had to instruct both reps of how to find the better "Exclusive Marriott Rewards members" prices and special offers. Both were so surprised when I turned their $420 a night offer into a $329 and 4th night free offer that they didn't know existed. I only found out about the special offers by checking their quotes, which I didn't trust, on the Marriott website.

Compared to Starwood Preferred Guests reps, who are just great and will always tell you the best offers, the Marriott Rewards people are an embarrassment to Marriott.

Hello,

What number are you calling? Do you mean a reservations number? Marriott Rewards Representatives are customer service agents trained to assist you with your Marriott Rewards account. They are not trained on reservations; in fact they wouldn't be able to check availability to any rates and would have to refer you back to reservations for assistance.

Kind regards,

Marie

I dial the normal reservations number and the system asks if you are a member of Marriott Rewards. If I say "yes", then I find I am transfered to inexperienced reps. So I always say "no" and always get a rep who seems to know what they are talking about. Based on the information in your reply, it now sounds like this is just a coincidence.

Now that you tell me that your Marriott Rewards people do not make reservations, I stand corrected. I guess it is just a hit or miss with getting a good rep on the normal Marriott reservations line.

Thanks for your reply.

To make a broad, general, statement, I usually find Marriott reservations and MR agents to be more knowledgeable, courteous, and professional than what I get from any of my other travel vendors. As with any organization, you can always find a "bad apple" here and there....but I'd say 95% of my experiences on the Marriott 800# are positive. Most of the agents IME go out of their way to be helpful and sensitive to my wants and needs.

Cyberdad, I'm glad you posted your reply. I was thinking of adding one more comment myself as my post does seem to be putting down an entire staff which is not fair. That was not my intention.

I very much like Marriott and it's employees. Nice hotels at prices that don't rip you off. And it seems that their hotel front desk staff hand out unexpected upgrades at check in more than any other hotel chain.

This has also been my Marriott experience--mostly at Platinum levvel.

And when I compare interactions with the Marriott reservations or rewards staff to what I have to deal with when calling the Hilton Diamond desk--I count my blessings!!