[Re-posted]
I agree about possibly switching allegiance... Marriott just does not seem to grasp the concept of "elite" services.

For example, why do they stick with this antiquated paper certificate routine when everyone else is affording instant awards?

What about charges to re-deposit certificates? I recently had to cancel a trip and had no problem re-depositing Hyatt awards, but Marriott wants to charge me, plus one of the certificates they sent directly to the hotel cannot be located... (I'm sure you can imagine).

Platinum upgrades and the treatment one can expect by having Platinum status are so variable from property-to-property as to be completely unreliable and indeed not worth the effort of achieving elite status. I love Inter-Continental because it is 100% consistent in divying out its impressive benefits and not once have Hyatt or Starwood failed me in automatically providing superb upgrades and amenities. Marriott is the sole shirker in all my hotel elite relationships....

Ever try to e-mail "elite" customer service? I just received a rather rude reply from one of their email specialists because I asked him to make the simplest effort relating to my recent award cancellation. If those people aren't willing to provide customer service, then I don't understand why Marriott bothers to pay them.

Why does it take so many weeks for Marriott to process missing points sent in by fax (especially to UK office, but also US). Starwood manages to verify and credit to account within 1 or 2 days and Hyatt within 1 week maximum.

Why is the account data on the web site always inaccurate? When I've called Marriott Rewards, they tell me that only the computers at Marriott Rewards offices have reliable data. SO what is the point, then, of offering a web account statement if it is not accurate!

Why don't the hotels have their own email addresses published on the web sites? If you want to email, it seems to go through some ineffective central office somewhere who usually provide the wrong answer or don't bother to fully read the content of the original message...

Why indeed do most hotels have only one set "data sheet" posted on the web? A more detailed multi-page web site with photo-tours for each hotel like those for Inter-Continental hotels would be so much more useful.

My impression of Marriott is that the chain just doesn't have a clue about cultivating "elite" high-spenders who are accustomed to and expect luxury and service.

Thank you. Amen to the paper certificates comment. Those have been the most of my Platinum gripe ever since I switched from Starwood to Marriott.

The only thing that keeps me loyal is really their high speed broadband, which works with my company's VPN.

Sigh.

I made the switch because of the rewards program. First, There is a big difference between 15 and 49 nights! Second, MR points are too difficult too earn. Every hotel chain needs a rewards program. But, when you are Marriott, you need to compete!

I agree with your point here....unfortunately it's up to the hotels to ensure their email is posted in the hotel directory....the format for the email addresses are: [email protected] ie. [email protected] would go to the gm of the O'Hare marriott [email protected] would go to the GM of the Chicago Renaissance, [email protected] would go to the GM of the Livonia GM.

Note: renaissance, ritz-carlton and vacation club are typically the 3 brands with a different domain (renaissance.com; vacationclub.com; ritzcarlton.com) The MARSHA_Code is listed in the directory below the hotel's picture; also note Ritz-Carlton does not follow this email format...you'll have to use [email protected]



[This message has been edited by socrates (edited 10-20-2002).]