Can't get through to Marriott Reservations
Jun 7, 2018, 12:33 pm
#196
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
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.
Jun 7, 2018, 12:39 pm
#197
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
Jun 7, 2018, 2:43 pm
#198
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
hyatt.com is a lot easier, especially since I don't know Japanese.
Jun 10, 2018, 10:00 am
#199
Join Date: Jun 2018
Programs: Most of them
Posts: 1
Poor Call Service Now A Standard for Marriott Platinum Premier
What has happened to Marriott customer service?? It used to be I would call the Platinum Premier line and someone would quickly answer, say "Hi Mr. X" and solve my problem. For the past three months it's been awful!!! I call, a machine answers and gives me a 5 minute talk on Marriott rewards, then the worst voice recognition system I've come across takes another five minutes to get me to a reservation agent, who then doesn't have my record. From outstanding to worse in the business...that's impressive
Jun 10, 2018, 10:04 am
#200
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
What has happened to Marriott customer service?? It used to be I would call the Platinum Premier line and someone would quickly answer, say "Hi Mr. X" and solve my problem. For the past three months it's been awful!!! I call, a machine answers and gives me a 5 minute talk on Marriott rewards, then the worst voice recognition system I've come across takes another five minutes to get me to a reservation agent, who then doesn't have my record. From outstanding to worse in the business...that's impressive
Jun 10, 2018, 10:45 am
#201
Join Date: Feb 2005
Location: Toronto (YYZ)
Posts: 6,279
I agree with The OP. There have been several times the hold times are beyond 25 minutes. And the poor service is not just limited to phone calls but emails as well. I contacted Marriott via the website over a week ago and I still have not received a response. PATHETIC.
Jun 10, 2018, 10:53 am
#202
Join Date: Sep 2009
Location: MAD
Programs: DL, UA, AA, BA, Marriott
Posts: 599
Guess you need to be ambassador member to get decent service anymore 
The ambassador line picks up (during business hours) right away and has proven to be very helpful.
I will say though they need to work on their phone system as one time I called in after regular us ambassador hours and waited on hold for 2 hours before hanging up, i'm not sure anybody ever would've answered. This has happened more than once to me. Sometimes will call in and get put on a 1hour+ hold, then will call back and get right through.
A little consistency would be appreciated right!
Guess i better be careful what i wish for - or it'll eventually be consistently over an hour to get through.
The ambassador line picks up (during business hours) right away and has proven to be very helpful.
I will say though they need to work on their phone system as one time I called in after regular us ambassador hours and waited on hold for 2 hours before hanging up, i'm not sure anybody ever would've answered. This has happened more than once to me. Sometimes will call in and get put on a 1hour+ hold, then will call back and get right through.
A little consistency would be appreciated right!
Guess i better be careful what i wish for - or it'll eventually be consistently over an hour to get through.
Jun 10, 2018, 11:14 am
#203
FlyerTalk Evangelist
Join Date: May 2001
Posts: 10,969
Funny I have noticed wait time problems on the SPG side and thought they were cutting on that side. I guess at least the degradation is consistent on both sides 
Jun 11, 2018, 7:19 pm
#204
Join Date: Sep 2005
Location: AGS, CAE, ATL
Programs: Delta PM 2MM, Marriott Lifetime Titanium
Posts: 511
I’m calling the hotels directly, it’s worked so far.
Jun 11, 2018, 7:30 pm
#205
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
Maybe people who are semi-aware of the merger are calling SPG when they can't reach Marriott.
Certainly most of us on FT are learning about the merger and especially the new combined program from the SPG forum and especially the careful and extensive Lurker responses to our questions.
Certainly most of us on FT are learning about the merger and especially the new combined program from the SPG forum and especially the careful and extensive Lurker responses to our questions.
Jun 14, 2018, 10:44 am
#206
Join Date: Jan 2016
Programs: UA 1K, Marriott LTT & Ambassador, Hilton Diamond
Posts: 88
Trying to amend a reservation to make it a few days shorter. The website says "no rooms available"...even though already have the room. Called the PPE line and got the normal voice prompts, finally got transferred to an agent it rings a few times and then I get a message "This mail box has not been setup yet *click" and the call disconnects. Twice now.
Jun 14, 2018, 11:07 am
#207
Join Date: Mar 2012
Location: PHL
Programs: AA ExP, Marriott Amb, National EAE, Hilton Diamond, SPG Plat (RIP), US CP (RIP)
Posts: 2,379
Trying to amend a reservation to make it a few days shorter. The website says "no rooms available"...even though already have the room. Called the PPE line and got the normal voice prompts, finally got transferred to an agent it rings a few times and then I get a message "This mail box has not been setup yet *click" and the call disconnects. Twice now.
Jun 20, 2018, 7:23 pm
#208
Join Date: Oct 2006
Location: Based in Michigan, but I could be anywhere!
Programs: Hilton, American, Club Carlson, United, Marriott, Starwood
Posts: 409
That's the problem, I'm not already LTP because I don't have the points, and my 10 PLT years aren't consecutive - which I believe IS one of the current program thresholds that will get you there. (My 1300-ish nights are all BIB, with a few rollovers, and no vanity credit card to pad my point total.) The confusion is whether 10 years aggregate, but not consecutive, Platinum, along with the nights threshold, will get me to the LTPP at the changeover.
Jun 21, 2018, 1:16 am
#209
Join Date: Apr 2013
Posts: 227
Can a hotel cancel an upcoming points reservation at their hotel for me? Does this apply to Marriott hotels as well as Starwood hotels? For Marriott , need the cancellation be at least a week in advance if I do not have the points in my account so that they don’t convert it to a cash booking and charge my credit card?
these me would be for early August bookings in Europe, when the transition may be taking place . I don’t currently know if I will want these bookings, but will be staying at both hotels slightly earlier on bookings that I will be keeping.
for Starwood I should be able to cancel online, imagine it is the same at Marriott, just less familiar with their website,
asking just as a backup.
thank you
these me would be for early August bookings in Europe, when the transition may be taking place . I don’t currently know if I will want these bookings, but will be staying at both hotels slightly earlier on bookings that I will be keeping.
for Starwood I should be able to cancel online, imagine it is the same at Marriott, just less familiar with their website,
asking just as a backup.
thank you
Jun 21, 2018, 4:42 am
#210
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 the problem, I'm not already LTP because I don't have the points, and my 10 PLT years aren't consecutive - which I believe IS one of the current program thresholds that will get you there. (My 1300-ish nights are all BIB, with a few rollovers, and no vanity credit card to pad my point total.) The confusion is whether 10 years aggregate, but not consecutive, Platinum, along with the nights threshold, will get me to the LTPP at the changeover.
The elite years don't need to be consecutive. However, I'm not sure whether in your case, you'll get LTPP in August or January.
AFAIK on the MR side, elite years don't matter at all for lifetime status, just lifetime nights and lifetime points. IIRC MR LTP in the past required 12 years in the MR program, but at any level, not necessarily elite. It would be a strange case if the 12 years of membership weren't consecutive, perhaps if someone had been temporarily suspended from participation in the program for violating some of the rules. I don't remember whether bankruptcy is a disqualification for participation in MR.
The only programs I can think of that might require consecutive years of Plat status form lifetime Plat would be FB (AF/KLM) and maybe a couple other nonUSA airlines. LH has some lifetime level that's only for old people and might be based on consecutive elite years. I'm not sure about Accor or IC.
AFAIK on the MR side, elite years don't matter at all for lifetime status, just lifetime nights and lifetime points. IIRC MR LTP in the past required 12 years in the MR program, but at any level, not necessarily elite. It would be a strange case if the 12 years of membership weren't consecutive, perhaps if someone had been temporarily suspended from participation in the program for violating some of the rules. I don't remember whether bankruptcy is a disqualification for participation in MR.
The only programs I can think of that might require consecutive years of Plat status form lifetime Plat would be FB (AF/KLM) and maybe a couple other nonUSA airlines. LH has some lifetime level that's only for old people and might be based on consecutive elite years. I'm not sure about Accor or IC.