Calling MR
 

Mr. Nacho and I tried calling MR several times due to various reasons such as adding addition guest into a reservation. Somehow everytime the CSR who answered the call was rather unfriendly and unhelpful.

We called both the number for Europe (where we are) and the US Gold Line (Mr. Nacho is Gold), we have never met any nice CSRs. In fact they are the worst CS people we have talked to - even worse than Barnes and Noble.

I saw at FT that some FTers have very good experience with MR CSRs and I'm wondering if we are the unlucky ones here? If you have talked to a nice CSR which number did you call?

Thanks in advance.

I have had nothing but great service from thr MR platinum CSR's.

Same here for PE and PP desk

I've called in to the Gold line several times and have always had great service.

+1

In fact, they helped me a lot today as I had some convoluted reservations to edit. All went well.

A bit OT I always thought the name nacho implied male, as in Nacho Libre, lol.

I am a lowly silver, called twice last week, first to make a reservation redeeming two free night certs, the second to cancel the reservation and to reinstate the certs, both CSRs were super

I've always had good service.

Cheers.

It's within the realm of possibility that there's a Mr. & Mr. Nacho - not that there's anything wrong with that. ;)

Off-topic:

Based on prior posts (ie, the please contact me to be sponsored to Marriott/we both get points thread & bumps every few posts ;)), nacho is the mrs., so the hubby would be mr. nacho.

On-topic:

I'm still confused on how the nachos continually have multiple, horrible problems from Marriott CS both in America & in Europe, especially on things as simple as adding a name to a ressie :confused: They continually get poor CS from multiple agents. I'm giving them the benefit of the doubt, but something isn't adding up here.

Cheers.

Off Topic - you're making me hungry lol

On Topic - I wonder if their account got flagged somehow as maybe being problematic. It has happened at other orgs...

We have called them about 6 times max per year, once Mr. Nacho got an Indian on the phone - not friendly either.

I chatted with the ressie agent online about cancelling a ressie that I couldn't do it online, and it worked like a charm, I wish they have CS chat instead of an automated line.

I suspected that we are not from the US and when we call we may not sound as polite and cheerful as a lot of Americans, such as saying, 'hey how are you'.

So all of you called the 800 321 7396 number? Just want to make sure we called the right place.

By the way, Nacho is the name of my Forever Friend bear who have been travelling with me most of the time.

An unfriendly Indian? Perhaps you need to stop sending the wrong smoke signals and break out the peace pipe. :p

Newman

customer service data is only accessable by customer service and consumer affairs associates, hotels, reservations etc do not have access to it

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 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.

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.

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.