Failure to Communicate
 

I am out of the country travelling in SE Asia and I have a couple of issues that I wanted to take up with Marriott Rewards. So instead of calling using my very expensive AT&T intn'l roaming service or screwing around with Skype I went to the MR site and brought up Customer Service and then initiated an e-mail inquiry.

On Feb 15 I sent a very simple request to have MR verify my lifetime points as of Jan 1, 2013. No acknowledgement of the e-mail and no response.

So on 02/27/13 I re-submitted. Still again as of today no acknowledgement and no response.

Then the second issue. On Feb 19 I was notified that I would receive a 1 night bonus for my birthday. It was never posted, so also on 02/27 I sent an e-mail inquiry about the missing night. Still no acknowledgement or response--and the bonus night is still missing from my account.

Is MR Customer Service totally asleep at the switch or am I doing something wrong? If they offer e-mail CS contact, why do they not respond?

Are you sure that your messages are going through? Do you get a confirmation page after you submit your inquiry?

I always use email to contact them, no issue at all...Make sure that you have sent the email correctly, they usually reply the latest by 2 days after.

My birthday was on 20Feb=) And I did receive the email, have you clicked on the link in that email to claim your extra elite night? I have the extra night posted on last Monday=)

Regards.

Good point. My birthday was within the last 10 days & I saw the email but assumed the extra night would post automatically. I'll go find that email & make sure I click on the link.

Re: the birthday night. I don't need it to make status since I'm LT Plat. But they seem to count it when they're doing the nights total for MegaBonus. Last year's spring promo I called to switch to the Stay 2, get 1 Cat 1-4 cert promo from the nights/points promo, because I thought I was going to be 1 night short as I wasn't including the birthday night. Agent asked me a few times if I was sure I wanted to switch, I said yes, hung up, and then it dawned on me that she had me at the nights needed because they were counting the birthday night even if I wasn't. Duh. Anyway, that's my interpretation of it.

Cheers.

Hello dfe,

I apologize you have not received a response to your emails. Please send me your email address, and I will research the problem and ensure you receive a reply.

Best Regards,

Drew

The Conslusion
 

I wish to thank Drew for his response. Within 24 hours of my original post I received a response to both of my issues from MR.

In both cases I went to MR Home and scrolled to the bottom of the page and clicked "Customer Support" One of the options on that page is "Contact Us by e-mail" which I selected. This brings up a pre-filled form with name, phone no, e-mail adr, MR acct # and mailing address inserted. Then a block for free form comments and a submit button. I know that I would not have gone to the effort of composing messages and not hitting submit.

I filled out my inquiry twice for a verification of my Lifetime Points but the response today indicated that neither of the two e-mails had been received--but today I did receive an answer,

Regarding the birthday bonus night the response was that the bonus night had been posted in the bonus "promotional" category. However, it was not actually posted until today when my bonus nights increased from 42 to 43 (my birthday was mid February). I keep a meticilous spreadsheet of my MR activity.

So all has been resolved--but it might be worth it to keep in mind that your birthday bonus (for those eligible) will (supposedly) show up in the promotional category within 48 hours or so. If you do not see it posted make an inquiry.

Thanks again Drew.