Truly Outstanding Elite Telephone Customer Service

Discussion created by pluto77 on Mar 7, 2013
Latest reply on Mar 11, 2013 by laurac

Most of the time when I have need to contact Marriott Customer Service or Elite Reservations, I am met with good customer service.  Today however, I encountered truly outstanding customer service on the Gold Reservation Line when I had the good fortune to be connected with Crystal P. in the Ontario, Canada call center.  I had previously made an online reservation for a popular hotel property for a peak travel season date, and I needed to change the reservation from a full paid stay to a partial cash, partial points stay, where the points were coming out of two different Marriott Rewards accounts.  I was nervous about changing the reservation as I was afraid I might lose the good rate that I had found.  When I was connected with an associate, Crystal P. immediately greeted me by my title and name (a first for me), clearly understood my request and went right to work in performing the appropriate surgery on the reservation in order to split it into two reservations on points from separate accounts while retaining the currently booked cash rate.  She was concise, conveyed confidence and was the voice of outstanding poise, professionalism and politeness.  She got the job done efficiently, sent me the confirmation emails and waited while I received them, and explained clearly and concisely what my co-traveler needed to do to approve the points being taken from their account to complete that half of the reservation.  Her customer service skills are truly exemplary.


My encounter with Crystal P. was a most pleasant experience.  I hope all Marriott Rewards members will enjoy this caliber of professionalism and customer service, and I would like to nominate Crystal for Marriott's Spirit to Serve award.