Can't get through to Marriott Reservations
Jun 2, 2018, 2:33 pm
#166
Join Date: Jun 2018
Posts: 2
Yea they mentioned they’re trying to get it ASAP but by August latest. Every agent is at least acknowledging the platnium lines are down but this was the first time hearing August. Hoping not have to call back anytime soon.
Jun 2, 2018, 2:58 pm
#167
Join Date: Nov 2007
Location: DFW
Programs: Marriott Lifetime Titanium, HH Gold, AA Lifetime Gold, United Silver, BA Gold
Posts: 864
It's unbelievable. You cannot reach Customer Service at all. I am trying to call to book the Marriott Travel Package and nobody is just picking up the phone.
Jun 2, 2018, 3:39 pm
#168
Join Date: Sep 2005
Location: AGS, CAE, ATL
Programs: Delta PM 2MM, Marriott Lifetime Titanium
Posts: 511
Come on Marriott, I was on hold for 22 nimutes at 11:30 last night and then I was disconnected. Fix this soon or people are going to go elsewhere.
Jun 2, 2018, 3:47 pm
#169
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,413
That's nothing. I've experienced being on hold for three and a half hours.
Jun 3, 2018, 12:28 am
#170
Join Date: Nov 2007
Location: DFW
Programs: Marriott Lifetime Titanium, HH Gold, AA Lifetime Gold, United Silver, BA Gold
Posts: 864
It took me 20 minutes hold each time, but luckily the Agents I spoke to knew the Marriot Travel Package and it was a breeze to get it redeemed.
Jun 3, 2018, 2:59 am
#171
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
Jun 3, 2018, 7:02 am
#172
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I wonder if they have any metrics if the lines are being tied up with members calling to check account particulars vs. actual booking requests? Events like this are why many companies go on info lockdown prior to announcements. We would see sales tank at the hint of a new product about to be released. Everyone just had to have the latest and greatest no matter to cost to current productivity. Very shortsighted!
Jun 3, 2018, 12:38 pm
#173
Join Date: Oct 2006
Location: Sunny Florida
Programs: SPG Platinum
Posts: 759
Thank goodness for Flyertalk. I have been hold for a half hour with the platinum number. Marriott should ackowledge the line is down with a recording. Why should I have to torn to the web for info? Until recent months my loyalty was with Starwood. I have been unimpressed with the way Marriott has handled a few things so far.
Is it normal to wait for over a half hour when calling the non elite reservations line?
Is it normal to wait for over a half hour when calling the non elite reservations line?
Jun 3, 2018, 1:16 pm
#174
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
On a side note, does anyone know if the SPG lines are down too?
Jun 3, 2018, 1:32 pm
#175
Join Date: May 2002
Location: raleigh,nc
Posts: 217
SPG answers immediately.
Advice here was to try marriott.co.uk for logging on and it worked great for me last week.
Advice here was to try marriott.co.uk for logging on and it worked great for me last week.
Jun 3, 2018, 1:50 pm
#176
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,762
Yesterday I was thrown off in the middle of making a reservation, right after clicked on the Book Now button! Got an error message.
i had to endure lengthy hold time to get to a live person to make sure the reservation was never gone thru.
For reservations that actually went thru, it took hours to receive confirmation emails or not at all. I have 2 never have confirmation email sent so another round of phone calls to get that - even the rep said he just sent it, it still took hours to arrive...
Jun 3, 2018, 2:53 pm
#177
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,413
Thanks for the tip.
Yesterday I was thrown off in the middle of making a reservation, right after clicked on the Book Now button! Got an error message.
i had to endure lengthy hold time to get to a live person to make sure the reservation was never gone thru.
For reservations that actually went thru, it took hours to receive confirmation emails or not at all. I have 2 never have confirmation email sent so another round of phone calls to get that - even the rep said he just sent it, it still took hours to arrive...
Yesterday I was thrown off in the middle of making a reservation, right after clicked on the Book Now button! Got an error message.
i had to endure lengthy hold time to get to a live person to make sure the reservation was never gone thru.
For reservations that actually went thru, it took hours to receive confirmation emails or not at all. I have 2 never have confirmation email sent so another round of phone calls to get that - even the rep said he just sent it, it still took hours to arrive...
I had a similar problem with the Hyatt website last week. The reservation went through, but even email from my My Hyatt Concierge was delayed for hours and finally arrived in the middle of the night. I was nervous because I snagged the last room in one of the properties and it was a pretty nice one, so I wanted to make sure that the details were confirmed.
Jun 4, 2018, 7:46 am
#178
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Thank goodness for Flyertalk. I have been hold for a half hour with the platinum number. Marriott should ackowledge the line is down with a recording. Why should I have to torn to the web for info? Until recent months my loyalty was with Starwood. I have been unimpressed with the way Marriott has handled a few things so far.
Is it normal to wait for over a half hour when calling the non elite reservations line?
Is it normal to wait for over a half hour when calling the non elite reservations line?
Jun 4, 2018, 11:30 am
#179
Join Date: Nov 2011
Programs: Delta Platinum; Marriott Platinum; Hertz PC
Posts: 39
This is really frustrating. I'm a longtime Platinum and in past years a call would ring directly thru to the hold music (after a quick message about the call being recorded). Now I'm put directly into the "tell us about why you're calling" and "it sounds like you're trying to reach a representative, please tell us a little bit more about why you're calling". It took me verbally asking for a representative and then pressing zero FIVE TIMES to finally get out of the IVR and into the hold queue. Then a 15 minute wait before speaking to anyone. From what I can see here, I may have been lucky.
I don't think the are giving any priority to elite status at the moment (despite dialing a 'dedicated line'). Very frustrating.
I don't think the are giving any priority to elite status at the moment (despite dialing a 'dedicated line'). Very frustrating.
Jun 4, 2018, 3:28 pm
#180
Join Date: May 2010
Posts: 3,461
Well you apparently can't select the Visa Anniversary Certificate online any longer so you have wait for over half an hour listening to "an associate will be with you momentarily"
I will wait for this but if I can't book online in the future Marriott I will just stay at a competitor who has someone to pick up the phone!
Unacceptable!
I will wait for this but if I can't book online in the future Marriott I will just stay at a competitor who has someone to pick up the phone!
Unacceptable!