The Platinum desk is shut down indefinitely?! “While they merge”?! 30 minutes through the inane mundane regular line to reach people who are not as helpfuL.
Yes poor planning on their part. I would imagine 90 percent of there calls right now are what are my lifetime points and why do my SPB points not counts.
They really need to revamp their information technology strategy IMO.
I agree. I ended up hanging up instead of waiting.
What is happening? Is anyone in the executive office aware of the customer service meltdown? I wanted to make reservations today but both the marriott website and marriot app are down with messages to call the call centre. Except no one answers the phone.
I feel like people should be complaining on social media a bit more to make more noise.
As awesome as communitymanagers are, it's clear that they don't have the right resources and power to send off alarm bells.
It would be great if someone called me back. Reservations canceled my reservation last week telling me it was a duplicate. Now with rooms available, I have been either transferred or on hold for possibly an hour before being hung up on. No call back and no number for me to call as I can't go through reservations again.
I just ran into this issue. My friends who have switched to Hilton tell me one of the reasons is better customer service.
Last week I was surprised to hear an automated message mention that I was connected to the Platinum Elite Line.
I think Marriott got rid of the whole list of telephone numbers and now sort out the calls based on the telephone numbers the elite members have recorded in their Rewards profiles.
The only downside to this: it gets harder when not being able to use your normal phone number (someone recorded the home phone number / office phone number, bad cell reception, too steep roaming fees, etc.)
For me, I've attached my cell phone number to my Skype account for outgoing phone calls. Considering that Skype doesn't charge for calls to toll-free numbers (plus: I run the app on my phone), I can get directed properly from anywhere in the world - while avoiding roaming fees - as long as I have access to WiFi.
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