FlyerTalk Forums - Calling MR

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I call the PLAT line (being that I am a PLAT) and they always answer with "Thank you for calling MR PLAT Res number Mr Shamu, how can I help you?"

Love it when they personalize it. I'm a sucker for good custer service and get frustrated when anyone thinks they don't have to nowadays.

Quote:

Originally Posted by nacho (Post 16938313)

We were a bit surprised hearing MR CSRs from a call centre outside the US.

One incident was that I called to add an additional guests in a ressie, and the I keyed in Mr. Nacho's Gold number (automated line). Then when I talked to her, I explained to her that we have a ressie starting on june 2-6 at CY Basel. She said, 'I need the confirmation number'. I never have to give anyone a confirmation number when I call any hotel, so I replied very politely that I do not have it with me because I thought the date, guest name and the hotel should be enough. She actually insisted me to leave the phone and walk to my laptop and logged onto his e-mail to find his ressis no.

Maybe this is the standard procedure of Marriott, but I found it a bit ought as I don't normally need the confirmation number callling airlines or other hotels.

She didn't even warn me or even tell me that there was an extra charge for the additional guest! Fortunately we got the GM at the property to sort the whole thing out.

The number I called was 800 3217396, and I had to say 'operator', not sure I'm calling the right number.

I always call Reservations at 800-399-4229 for plats. Not sure which one it is for Golds. The number you called is for Guest Services. I honestly don't know why I would call that number. I guess if I was calling for issues with the MR accoutrements itself.

I just did a chat with MR about a question I have. Its amazing.. the CS gave me a link to the Terms and Conditions and wanted to get away. so I asked "which point should I refer to". and she directed me to a broad heading. No specific answer to my question (just a yes / no needed).

this was bad.

I have called MR numerous times over the years and the Marriott Customer Service reps have always been outstanding. I have never had a problem with them.

Quote:

Originally Posted by cattwl (Post 16938743)

MR shouldn't be like that - it's basic customer service.

At first I tried calling the Gold line for Europe and it turns out to be just for reservations. If you ask for anything else that is not reservation related, they can't help you.

Does anyone know if I call 801-468-4000 number will I get to the same people?

I'm confused - you were calling re: a reservation weren't you - ie, your Basal stay? So reservations would be the correct # for that. No idea why they requested the confirmation #. When I call in, I just tell them which property & date & they pull up the ressie.

801-468 will give you the Marriott rewards folk, so if you've got problem w/ your account etc.

800-321 is the customer support folk.

And you presumably have the gold # for reservations.

BTW - you'll note that the majority of the people posting on this thread have had good experiences. Sorry you're having difficulties. I think the only #s I use at the Plat ressie line, and occasionally the 801 line if I need to get something posted to my account.

Cheers.