Can't get through to Marriott Reservations
Jun 5, 2018, 8:07 am
#181
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
I just got an email from MR that, among other things, reminds me that I can "save time with the exclusive Platinum Elite reservation line." There's a link to a webpage that also claims that one of my benefits is a Dedicated Platinum Reservation Line and gives the phone number for this suppposed benefit.
It all seems like a bad joke. MR needs to provide elites with their published benefits. Seriously.
It all seems like a bad joke. MR needs to provide elites with their published benefits. Seriously.
Jun 5, 2018, 10:38 am
#182
Join Date: Jan 2006
Location: DEN
Programs: UA 1K (MM), DL, AA, AS, HHonors, SPG, Kimpton, Hyatt, IC PC, Marriott Titanium (LT PLT), Hertz PC
Posts: 7,231
This is getting silly. I've been trying for several weeks to get some points from a missing stay posted. After initially (3 weeks ago) getting through right away, I have not been able to talk to a human since. I have been on hold for anywhere between 8-35 minutes, over probably 10 different calls, without getting through once. I've tried the online "missing stay" request as well as twitter, and the email "contact us" link. None have returned anything but an automated "we have your message" message.
The biggest challenge with my request is that there is a "rewarding events" component to it, which really is not set up to be handled by any means other than a person. I really hope this gets fixed soon! Considering polluting the CEO's inbox with a polite message about my recent experiences...
The biggest challenge with my request is that there is a "rewarding events" component to it, which really is not set up to be handled by any means other than a person. I really hope this gets fixed soon! Considering polluting the CEO's inbox with a polite message about my recent experiences...
Jun 5, 2018, 11:11 am
#183
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Jun 5, 2018, 12:50 pm
#184
Join Date: Sep 2010
Location: Scottsdale, Berlin, Wherever
Programs: Marriott titanium Elite, Hyatt Globalist, AS, UA, AA, TWA, PAN AM, PSA
Posts: 558
I'm lifetime platinum and called in on the platinum line and also filed a complaint online over a week ago. Still have not heard back from Marriott. I had a reservation with a late check in at a new Residence Inn near CLT only to discover the room had a defective A/C and I had to find another hotel at my cost in the middle of the night. It cost me quite a bit more since most the hotels were booked. The hotel manager apologized and said they are a new hotel and learning and promised me that they would take better care of me in the future but he made no offer to reimburse me with points or cash for the extra cost that I had to pay for the other hotel and the inconvenience and lack of sleep that their defective room and their mistakes cost me.
Last edited by Uh Clem; Jun 5, 2018 at 1:20 pm
Jun 5, 2018, 1:33 pm
#185
Join Date: May 2002
Location: raleigh,nc
Posts: 217
CLT in June is 90 degrees plus. AC is necessary. Training for a new property is also necessary. You never should have
had to pay for another property. Couldn't they call ahead to a sister property and cover the costs themselves?
Would written correspondence to Marriott headquarters (postal with return receipt) facilitate a refund and some points?
had to pay for another property. Couldn't they call ahead to a sister property and cover the costs themselves?
Would written correspondence to Marriott headquarters (postal with return receipt) facilitate a refund and some points?
Jun 5, 2018, 2:16 pm
#186
Join Date: Sep 2010
Location: Scottsdale, Berlin, Wherever
Programs: Marriott titanium Elite, Hyatt Globalist, AS, UA, AA, TWA, PAN AM, PSA
Posts: 558
CLT in June is 90 degrees plus. AC is necessary. Training for a new property is also necessary. You never should have
had to pay for another property. Couldn't they call ahead to a sister property and cover the costs themselves?
Would written correspondence to Marriott headquarters (postal with return receipt) facilitate a refund and some points?
had to pay for another property. Couldn't they call ahead to a sister property and cover the costs themselves?
Would written correspondence to Marriott headquarters (postal with return receipt) facilitate a refund and some points?
Last edited by Uh Clem; Jun 5, 2018 at 2:18 pm Reason: made a mistake spelling the word mistake
Jun 5, 2018, 4:25 pm
#187
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'm lifetime platinum and called in on the platinum line and also filed a complaint online over a week ago. Still have not heard back from Marriott. I had a reservation with a late check in at a new Residence Inn near CLT only to discover the room had a defective A/C and I had to find another hotel at my cost in the middle of the night. It cost me quite a bit more since most the hotels were booked. The hotel manager apologized and said they are a new hotel and learning and promised me that they would take better care of me in the future but he made no offer to reimburse me with points or cash for the extra cost that I had to pay for the other hotel and the inconvenience and lack of sleep that their defective room and their mistakes cost me.
Yes they could have and should have covered the cost but they didn't. I run a small business and I have never asked a customer to pay for my mistake. If the only way to get a response from Marriott is to send a written correspondence with a return receipt than I'd just as soon take my business elsewhere.
https://www.flyertalk.com/forum/marr...ng-guests.html
Jun 5, 2018, 4:43 pm
#188
Join Date: Dec 2009
Posts: 72
I called the Platinum line 4 times today and was disconnected on 3 of those occasions. On the 4th try I got a live person instantly after going through the menu and pressing "0" as discussed previously in this thread...I was stunned to hear a live voice!
Jun 6, 2018, 12:35 pm
#189
Join Date: Jan 2006
Location: DEN
Programs: UA 1K (MM), DL, AA, AS, HHonors, SPG, Kimpton, Hyatt, IC PC, Marriott Titanium (LT PLT), Hertz PC
Posts: 7,231
Will have to try that!
Jun 6, 2018, 2:08 pm
#190
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Not only can't I reach Marriott by telephone, but the Marriott.com US website has been offline and not working for a couple hours. Marriott's Japanese website seems to work, though.
Last edited by hockeyinsider; Jun 6, 2018 at 2:15 pm
Jun 6, 2018, 2:12 pm
#191
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
For me, it's been more than a couple hours today for the website being dead. I tried yesterday evening and I've been trying repeatedly all day today. Of course, I don't know whether it came back up for a while in the middle of the night.
Jun 6, 2018, 2:18 pm
#192
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Jun 6, 2018, 2:52 pm
#193
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
Finally, I got through on the website. When I did, I'm glad I was cancelling the reservation as the Marriott website had the room rate as "$5,355 avg/night USD" for just a standard room at one of Marriott's "lower" brands. It was obviously an error regarding foreign currency, but I still wouldn't want to have to fight about any no show charges when the reservation in their system is wrong. (It also would have cost, according to marriott.com, about three hundred dollars in taxes per night, which I guess would be possible somewhere, but hopefully for at least a nice junior suite.)
Jun 7, 2018, 11:07 am
#194
Join Date: Dec 2009
Location: Montrose, CO
Programs: United 1K MM, Marriott LTPP
Posts: 548
I've been on hold so far for 70 minutes and still counting. I feel like I must be stuck in some sort of loop. I can't understand how this is considered acceptable. I also sent in a web form 7 days ago and still no response. I can't even think of a way to complain about it!
Jun 7, 2018, 12:01 pm
#195
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
The website seems down for the count again. I just tried to make reservation and as soon as I entered dates I got a message saying that it had timed out. This was within a minute or two of entering the website as I already knew the hotel and dates I wanted. I guess Hyatt wins again for what will be a very expensive location and date.