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Can't get through to Marriott Reservations

Can't get through to Marriott Reservations

 
Old Apr 19, 18, 1:43 pm
  #31  
 
Join Date: Jun 2004
Programs: Marriott/Starwood LPP+A, Hilton HHonors Diamond, IHG Platinum, United Premier Silver
Posts: 689
Originally Posted by sinfonia View Post
According to the agent with whom I spoke a couple of days ago, the whole communications system is in a transition at the moment (many extensions are changing), so for now, the platinum line routes to a regular reservations line. She said it was temporary.
To add to what I wrote earlier, I am trying to get an issue resolved with the rewards department today, so had to call back. In addition to the 22 minute wait when I called the platinum line (which routes to the regular line), what I was told by the agent was that Marriott was trying to create a "one-stop shop like Starwood has" so there will not be individual departments for people who specialize in reservations, specialize in rewards, etc. When you call in, you get one department that is supposed to be able to handle everything. In addition, she said they will no longer call it "platinum" but call it "luxury services." Apparently at this time, according to this agent, there really is not a way to reach anyone in the platinum/luxury services department.
sinfonia is offline  
Old Apr 19, 18, 1:51 pm
  #32  
 
Join Date: Apr 2018
Posts: 4
This is unfortunate since my only calls to the Plat line, and I suspect most of yours also, are for specialty questions and can't be handled by the machine. In my case I almost only call to cancel reservations that would otherwise incur a penalty if I do it on marriott.com. So I just end up saying "representative" over and over. It's too bad that the people making this decision don't use the system for their every day travel in the same way that customers do.
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easterntimes is offline  
Old Apr 19, 18, 3:00 pm
  #33  
 
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,001
Originally Posted by easterntimes View Post
This is unfortunate since my only calls to the Plat line, and I suspect most of yours also, are for specialty questions and can't be handled by the machine. In my case I almost only call to cancel reservations that would otherwise incur a penalty if I do it on marriott.com. So I just end up saying "representative" over and over. It's too bad that the people making this decision don't use the system for their every day travel in the same way that customers do.
THIS!!! And I absolutely HATE voice recognition systems.
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KRSW is offline  
Old Apr 21, 18, 7:26 am
  #34  
 
Join Date: Feb 2008
Location: SAV,JAX
Programs: AA-LT Gold 1.2MM ,DL, Marriott LT TITANIUM; HH Gold, AMEX PLT
Posts: 469
After a very long wait yesterday I finally got someone who sounded like I woke her up.
tbrein is offline  
Old Apr 21, 18, 10:18 am
  #35  
Suspended
 
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Originally Posted by tbrein View Post
After a very long wait yesterday I finally got someone who sounded like I woke her up.
Do the agents work from home?
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Old Apr 21, 18, 4:29 pm
  #36  
 
Join Date: Oct 2000
Location: Munich, Germany
Programs: LH HON, UA 1K, DL FO/MM, SPG Lifetime Platinum, Hyatt Explorist, Sixt Diamond
Posts: 6,170
I just gave up after a 45 minute wait. This is ridiculous...
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Old Apr 21, 18, 11:20 pm
  #37  
 
Join Date: Jan 2016
Location: Ex-MSP
Programs: UA: Plat, Marriott: Annual Ambassador, Lifetime Grandfather
Posts: 292
Originally Posted by rcs85551 View Post
I just gave up after a 45 minute wait. This is ridiculous...
I waited on hold for an hour yesterday, and then just hung up, deciding I had better things to do.

Marriott, get your act together. Hour-long wait times are not acceptable.

-mvitale
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Old Apr 25, 18, 1:59 pm
  #38  
 
Join Date: Apr 2018
Posts: 2
I am on the phone with Marriott now - trying to get through to somebody to discuss this. I am a Platinum member with over 1500 nights and the phone service has become unacceptable in my mind.

If they can't get back to a decent phone service - I will have to search for a different place to stay.
Doug Romans is offline  
Old Apr 25, 18, 2:01 pm
  #39  
 
Join Date: Apr 2018
Posts: 2
I agree - it is horrible and they need to fix it. Like you, I have stayed at Marriott exclusively so expect better than this!
Doug Romans is offline  
Old Apr 25, 18, 6:19 pm
  #40  
 
Join Date: Dec 2012
Location: PHL
Programs: AA Plat, MR Plat Prem + (LTPP) , Hertz PC, UA Silver, HH Gold
Posts: 256
Originally Posted by Sunbum View Post
I called the Platinum Premier exclusive line last week, only to wait 45 minutes for the most rude rep that i have ever had! The worst contact that i have had with Marriott in the last 30 years!!
Ive had to call the "plat prem line" too in the last couple of months. I have waited no less than 30 minutes each time. Its getting so bad that the old adage of hang up and call again might not be worth it anymore.

It looks like your status means nothing to the call center anymore. Just first in first out mentality.

For what its worth, once I did get someone on the line they were able to do exactly what I needed them to do each time.
TomBrady is offline  
Old May 3, 18, 3:23 pm
  #41  
 
Join Date: Jan 2004
Location: ORD LAX HKG
Programs: Bonvoy LTT; HH Gold; Hyatt Explorist; IHG SpireAmb; UA1KMM; NationalEE; AvisPC; HertzPC
Posts: 612
What's wrong with the MR Platinum elite reservation line?

I was trying to redeem my Premier Visa Anniv. Free Night certificate so I called the MR platinum line. But after waiting for 38 min, I gave up. This is the second time I've experienced a long wait without getting through and found someone to help me on something I can't do online myself. What's the point of having the platinum line if your most loyal customers can't even reach you???
ktjan is offline  
Old May 3, 18, 7:49 pm
  #42  
 
Join Date: Apr 2014
Programs: UA GS, Marriott/SPG Amb, Hyatt Explorist
Posts: 858
If you havenít earned an ambassador yet they donít want to talk to you
🙃
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Old May 3, 18, 7:53 pm
  #43  
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: 87,017
I was never impressed by the PP line and I would expect the Plat line to be worse.

They might also be experiencing particularly high call volume (and whining or impossible to answer questions) as a result of the April 16th announcement about combining MR and SPG.
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MSPeconomist is offline  
Old May 3, 18, 8:30 pm
  #44  
t1c
 
Join Date: May 2013
Location: DTW
Programs: AMEX, Ritz LT-Plat Prem, Hyatt Plat, SPG Plat, Hilton Diamond, Delta Plat, United Gold, Sixt Plat
Posts: 779
Originally Posted by ktjan View Post
I was trying to redeem my Premier Visa Anniv. Free Night certificate so I called the MR platinum line. But after waiting for 38 min, I gave up. This is the second time I've experienced a long wait without getting through and found someone to help me on something I can't do online myself. What's the point of having the platinum line if your most loyal customers can't even reach you???
I feel ya, half the numbers I have for Marriott don't work...or they connect me to the wrong department.
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Old May 3, 18, 8:37 pm
  #45  
 
Join Date: Mar 2012
Location: PHL
Programs: AA ExP, Marriott Amb, National EAEE, Hilton Diamond, SPG Plat, US CP (RIP)
Posts: 1,923
And every Platinum who has not made Lifetime Platinum status calling to check their points status since it doesnít reflect accurately on either the website or app.
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