sinfonia

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.

easterntimes

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.

KRSW

THIS!!! And I absolutely HATE voice recognition systems.

tbrein

After a very long wait yesterday I finally got someone who sounded like I woke her up.

hockeyinsider

Do the agents work from home?

rcs85551

I just gave up after a 45 minute wait. This is ridiculous...

mvitale

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

Doug Romans

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

I agree - it is horrible and they need to fix it. Like you, I have stayed at Marriott exclusively so expect better than this!

TomBrady

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.

ktjan

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???

getagb

If you haven’t earned an ambassador yet they don’t want to talk to you

MSPeconomist

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.

t1c

I feel ya, half the numbers I have for Marriott don't work...or they connect me to the wrong department.

Segments

And every Platinum who has not made Lifetime Platinum status calling to check their points status since it doesn’t reflect accurately on either the website or app.