dpilley

Beyond Frustrated

Blog Post created by dpilley on Jun 6, 2018

I am sure that this is not the right place to post this, but given that I cannot get anyone to actually speak to me, I am beyond frustrated and desperate.  I booked 2 reservations using 50K rewards points for Friday 6/15.  Within 24 hours of learning that 2 of the families we are traveling with booked at a different Marriott property I cancelled the reservations online, so that I could rebook at the alternate property.  When the 50K points did not go back in to my account I called customer service.  After speaking with several people, the last of whom I suspect was Tech Support, I was told that my reservation was pre-paid in advance and therefore I was not eligible to get the points back.  When I explained I was unaware of that (I own the oversight) and asked what my options were I was told that the only person who could approve the refund of my Rewards points was the hotel Manager of the property where I had booked my reservation.  I was given her name and number and told to call her after 9:30am EST yesterday, which I did.  I left Naesha at the Courtyard Miami Aventura Mall a voice message at approx. 10:30am EST yesterday.  She has yet to return my call.  Later yesterday (12:30pm PST) afternoon I thought perhaps I could solve this on my own and I sent an request for assistance through the Marriott website.  I immediately received an auto generated response that my inquiry had been received and someone would personally contact me.  I have yet to be contacted by anyone.  So today at 3:20pm PST I decided to call customer service and ask to speak with a Supervisor.  The first associate to whom I made the request placed me on hold and I held for an additional 6 minutes before a second associate answered the call (not a supervisor).  I asked again to be put in touch with a supervisor.  I am sitting on hold now, and have been for 35 minutes (listening to hold music) waiting for someone to pick up the phone and speak with me.  I explained to both of the associates today that I am very frustrated and need the assistance of a supervisor.  Is this how Marriott handles guest escalations?  I am beyond frustrated and am seriously questioning why I have been a loyal Marriott guest when they clearly don't give a darn about me.  What does it take to get someone on the phone to speak to me???  I am hoping someone who actually cares might see this and reach back out to me, but I am not optimistic. #unimpressedwithmarriott

Outcomes