Long story short, I just spent 1 hr and 2 minutes with Rewards Customer Service correcting an issue (mistake) made by Marriott. I originally booked a three night stay but changed it to a two night stay. The hotel told me that Marriott would automatically adjust the points required for a two night stay. This never happened, I thought no big deal just pick up the phone and get it adjusted. I was wrong, of the 1 hr and 2 min call, I was on hold for 59 minutes. I can not believe it took this long and at the end no apologies and I'm not sure if it will be corrected.
I understand mistakes happen but 1 hour to correct it? I guess this is why there are many hotel chains to choose.