Top level hotel program customer service
Dec 27, 2002 | 11:59 pm
#1
Original Poster
Join Date: Feb 2000
Location: Pittsburgh
Programs: Whoever Has the Best Bonus
Posts: 5,241
Top level hotel program customer service
I thought I'd make an observation as I am currently top tier elite with Marriott, Starwood and Hilton, and use their central 'elite' phone lines relatively often.
Marriott's new platinum elite desk is by far the best -- quick service, always friendly, always helpful. Of course, this is after I moved my business away to Starwood/Hilton.
On the other hand, Starwood, while effective and helpful, is not very efficient; they seem to be slow and I can't even ask the simplest of questions (ie the ones that require a five second yes/no) without being asked my Platinun number (which is way too long!) Starwood makes up for this by assigning a personal concierge on request, who I can and correspond to via email often.
Finally, Hilton is the dark horse of the pack; I always seem to have the most trouble getting through to them, get the most confused CSRs, and they are the slowest.
Does my experience mirror the experience of the FT community?
Marriott's new platinum elite desk is by far the best -- quick service, always friendly, always helpful. Of course, this is after I moved my business away to Starwood/Hilton.
On the other hand, Starwood, while effective and helpful, is not very efficient; they seem to be slow and I can't even ask the simplest of questions (ie the ones that require a five second yes/no) without being asked my Platinun number (which is way too long!) Starwood makes up for this by assigning a personal concierge on request, who I can and correspond to via email often.
Finally, Hilton is the dark horse of the pack; I always seem to have the most trouble getting through to them, get the most confused CSRs, and they are the slowest.
Does my experience mirror the experience of the FT community?
Dec 28, 2002 | 8:39 am
#2
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 53,010
I'm mid-tier in all three of the major hotel programs. I find Marriott is by far the best at that level. I don't think I'm getting "Gold specific" service - I just think they provide the best customer service to their elites in general.
For example, I can call Marriott with very general questions (e.g., "Where are the Marriotts along I-70 between Indianapolis and St. Louis?") and get good answers fairly quickly. They have the ability to search across brands and with limited information, and the CSR's all seem to know what they are doing. My only minor complaint with Marriott is regarding points that don't post, but in the end I have gotten every transaction to post, even if it took a couple of emails. I can't say the same for HHonors: they frequently want me to fax them things, at which point I give up if it wasn't for a lot of points.
HHonors agents usually require me to be very specific with my requests. City name, brand name, etc.
For example, I can call Marriott with very general questions (e.g., "Where are the Marriotts along I-70 between Indianapolis and St. Louis?") and get good answers fairly quickly. They have the ability to search across brands and with limited information, and the CSR's all seem to know what they are doing. My only minor complaint with Marriott is regarding points that don't post, but in the end I have gotten every transaction to post, even if it took a couple of emails. I can't say the same for HHonors: they frequently want me to fax them things, at which point I give up if it wasn't for a lot of points.
HHonors agents usually require me to be very specific with my requests. City name, brand name, etc.
Dec 31, 2002 | 4:07 pm
#3
Join Date: Apr 2001
Location: Houston, TX 77401
Posts: 12
As a Plat. with Marriott, and having been through all the experiences with Hilton and Starwood, I would agree that Marriott has their act together, Hilton keeps trying to find theirs, and Starwood does not have a clue.