Poor Customer Service

Discussion created by mtd2004 on Jul 23, 2018
Latest reply on Aug 1, 2018 by ripley62

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.