I was very dissappointed in the response from Marriott's Internet Correspondence people and their reply to my issues. I was given a “canned” company response, got the wrong dates and failed to address any of my concerns or questions. It is like I gave him a sandwich with my issues of lettuce, meat, and bread. He gave me a soggy paper bag with pieces from that sandwich I worked prepared for him. I don’t know if it is a lack of training or just the pressure of starting the Bonvoy system but Marriott Guest Relations has changed and not for the better. I have called 4 times and sent 3 email inquiries and the responses I receive have been condescending and short. Only once did I speak to a considerate customer specialist. Elizabeth seemed concerned about my issues but went to her supervisor and in the next moment I was disconnected.
Where is the role of actively listening and working to resolve guest's complaints? I would love to contact a manager in Marriott that I could explain my experience. Until then, I don’t see myself honoring the Marriott (or should I say Marriott Bonvoy) brand any longer.