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What is the point of the gold reservation number?

Question asked by bjlwgny on May 12, 2018

I tried to use app after midnight to make a reservation for that night (actually morning). It would only allow me to make it for the following night. I called the 'gold' reservation number and was in the queue for 10 minutes.  Someone picked up and said 'hold please'.  Another 15 min wait.  So now it's 1:00 am.  I asked which hotel in the Albany NY area required the least points and she said 'that's a lot of hotels, that would be too hard to tell, I'll just look at the courtyard'.  SERIOUSLY?  What is the point of having the number at all?  I've never had good service calling Marriott.

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