New Platinum Elite phone line. The love is gone.

Discussion created by oldplatinum on Sep 14, 2018
Latest reply on Sep 15, 2018 by frensg

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Lifetime Platinum member here. The new elite line doesn't feel elite at all. You have to step through more phone prompts than with making a typical non-member reservation with Choice Hotels. In other words, making a res at a Sleep Inn is now more pleasant than working one's way through the Marriott top member phone tree. Used to be the Marriott LIVE rep recognized you straight away via caller ID. NOW the recording says I'm not recognized and my phone number is not in the system. It has been on my profile for several years.

Come on, Marriott. Nearly a 1,000 nights with you and this is the best you can do? I presume there are others out there with even more nights racked up than I who are irritated and befuddled.

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8 Replies

arizonatag Sep 14, 2018 12:56 PM
Marriott posted a notice on their website about the call centers. This might be why you're experiencing problems.
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- martinr @ arizonatag on Sep 14, 2018 7:59 PM
  I would laugh except this excuse is SO lame! Call center support has been awful for months and there have been loads of complaints about it. Florence wasn't even a tropical depression last May ...
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- oldplatinum @ arizonatag on Sep 15, 2018 11:50 AM
  Understood, arizonatag....but the degradation of service started well before the time/notification you reference.
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  - arizonatag @ oldplatinum on Sep 15, 2018 12:36 PM
    I'm with you on that point. Since the SPG buyout, things started to slip slowly over the past year/year and a half. Now, it is pretty bad, but hopefully we will see some improvements as the merger/combining process concludes. Unfortunately that won't be until Jan 2019 at the earliest, so I anticipate another year of issues until the ship is back on course.
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    - frensg @ arizonatag on Sep 15, 2018 7:54 PM
      I hope you are correct. However, the facts on the ground remain -- that things are horrible now and they are pissing off many of the most loyal members, by this mid year deboggle of a combination, as they clearly were not and are not ready for. The devaluation of almost every aspect of SPG was not a surprise, many of us saw that clearly coming, however, we at least expected to have the correct status applied on 8/18.
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frensg Sep 14, 2018 7:56 PM
I really miss SPG! I still have my wrong status, can't register for the promotions, and the phone systems are poor at best. I reported a missing group stay for 11 rooms over 4 weeks ago, not a peep. If this is how thy treat LTPPE I can't imagine how non-elites are treated. I keep seeing statements that communitymanagers help sometimes, but not a peep from them either.......
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piecesofvinyl Sep 15, 2018 11:33 AM
Dealing with Marriott is akin to dealing with customer service for Expedia or Allegiant airlines (or maybe the DMV) and it won’t get better as they get bigger. That’s why I think the 100 nights/Ambassador level will be so important going forward. The Ambassador service has been spotty, too. But, light years ahead of anything else.
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travelgal1 Sep 15, 2018 11:33 AM
I too cannot get anyone on the phone, and when I do, it's like talking to the cable company. What happened to "Hello Ms X thank you for being a Platinum member, etc etc." I called Marriott on Mon 9/10 about a disappeared anniversary certificate, answer "I need to talk to a supervisor," no further response. I have put in two tickets. There is a looming deadline here (Sept 19) for a Sept 22 stay. WHAT HAS HAPPENED. I was Platinum for life on both SPG and Marriott.
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New Platinum Elite phone line. The love is gone.

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