I am a very dedicated Marriott customer, Platinum for the past 6 years and Gold Elite for life. In the past few months I've noticed a significant and very frustrating deterioration in the phone support, even on the Platinum line:
- intro voice messages are ridiculously long
- I cannot get through to an individual
- I had an emergency yesterday with a son travelling in Europe yesterday and COULD NOT get any human to answer.
Whit this level of response, what is it worth to be loyal?
I hope that this message gets through to senior management.