Why have an exclusive platinum number if take more than 20 minutes to get someone on the line. I had over 110 nights in Marriott last year. I should be one of your customers that should not have to wait for 20+ minutes to get help.
I have been on hold 7 minutes then disconnected. The agent took my cell number and told me he would call me back if we got disconnected. No call back. I waited 16 minutes on my call back and the person on the line told me he would transfer me to Customer Care, (I thought I was calling customer care). After 5 more minutes someone came on the line and I repeated everything again. Thankfully Kevin was very understanding and offered me a reasonable solution to my complaint. Marriott needs more CS agents like Kevin.
The wait on the Platinum line seems to have increased significantly. It seems like the line used to be answered almost immediately (by a person after entering your MR account number). Now, I have had delays - 2 - 5 minutes at most. I am not complaining, only commenting that the service level seems to have decreased. Possibly there are just too many of us!
I waited 45 minutes two weeks ago...... thought problem was fixed....... it wasn't so I had to call back........ another 32 minute late!!!!! Priblem still not resolved. Very frustrating!!!
Send them a bill for 10,000 points to be credited to your account due to wasted time.
Think this is my 2nd reply to this subject. I just called the Plat line to make a reservation using a certificate. Wait time was 2 min 40 seconds, completely reasonable. Most significant was the wonderful service that Ann (I did not get her last name) provided! She was competent and very friendly. She said she was requesting a Platinum upgrade in the reservation. Finally, she confirmed all details and thanked me for being a loyal Marriott customer. A+
Consider yourself lucky then.....I simply avoid calling.
I call in regularly and have only experienced wait times of 1 minute or less. Usually, much less. The level of service off of the Platinum line is usually exceptional.
Me too, I don't think I've ever been on hold longer than a minute. I suppose if you call at 5 pm, the wait is longer because a gazillions other platinums are calling.
I am new to this forum. I've been staying almost exclusively at Starwood properties for the last 20+ years. I am Strarwood Platinum and now got the same Marriott status. I thought I would start staying at the Marriott hotels. What a disappointment!!! The hotels quality and service are far cry from Starwood properties except for some flagship Marriott hotels.
At this moment I am trying to call Marriott Platinum line. So far I am on hold for over 25 minutes. I had never had to wait for over one minute at SPG. Is it always that bad?
It has been that way for the last few months when I have tried to talk to someone--I finally just gave up.
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