So If I don't have my membership number handy I have to request a representative five times before I can be transferred - their system doesn't recognize my phone number - like most other big companies do

Besides answering the same questions five times is there any way to bypass this horrible system?

You're Plat & you don't have your # memorized yet?

I've never had to request a rep 5 times for ressies (reservations for those who are upset re: brekkie ), but I know some folk go through multiple phone trees for cust svc. In those cases it's just easier to call reservations & ask to be transferred. But if you're saying you can't even access reservations, usually saying "agent" bypasses the system.

FWIW - I'm the opposite of you. I don't want to be recognized off my phone #. Invasion of privacy & creepy, but that's just me.

Cheers.

Sharon - I'm a *wood transplant so no don't have my Marriott # memorized But a bit spoiled by *wood recognizing my number (even tho I do know that one!) - totally agree about the privacy issue but it feels like an uphill battle-
So when I say agent - the stupid robot keeps saying "I can understand you....." then of course it doesn't understand and I have to repeat..... Most systems respond to multiple agent requests or pressing 0 multiple times to get to a human but this one doesn't seem to - oh well if there isn't a bypass (like with AA just pressing 0) then I guess I'll have to memorize my number.
BTW the agent I requested to pass on my complaint to whomever said they had lots of complaints about this (for whatever that's worth - but haven't fixed it per agent)

Many of those complaints have been from me. The Marriott system is the worst for keeping a customer from actually talking to a human. My preference is to use the website. If I'm calling, it's because I know it's something the automated system cannot do. I try to only call from my mobile phone, which is usually recognized, but sometimes calling from another phone cannot be helped. You have to feel bad for the reservation agents because so many people must be frustrated and irked by the time the agents talk to them.

FWIW, I'm LTP with a couple thousand Marriott stays and I couldn't tell you my MR#. It starts with a 9 and ends with a 0, but I need to pull out my Marriott CC for the other digits. The website remembers it, which puts it on reservations, so why would I need to know it?

Touche

Or is it Touchie?

I read this a long time ago on this forum...the first time you say "representative" or "agent" and he tells you he can understand you, say this:

"I'd like to combine two accounts into one"

This gets him all discombobulated and you get to an agent right away.

Exactly!!!! I only call b/c I can't do it on the web - so glad I don't have to be one of their phone reps - working for a company that doesn't listen to customer feedback

Patient: Doctor, my head hurts when I bang my head against the wall.

Doctor: Stop banging your head against the wall.

You're not going to change Marriott. If you're this resistant to a little change there's just no hope for you when Marriott merges SPG and MR loyalty programs. The chance that they adopt SPG rules and benefits across the board is zero.