Marriott management is absolutely hopeless

[Isochronous]

Now that the programmes have merged, it is clear that the arrogant and inept Marriott management culture is well on its way to permeating the entire chain at all levels, resulting in an inferior customer experience. A few points I have noticed in my experience:

1) Call centre staff in the US are absolutely hopeless. I now stick to calling the Asia-Pacific hotline based in KL to get anything resolved. US staff will put you on hold for 20-30mins, come back saying they still can't resolve your issue, then claim they have made a file note and escalated to a manager who will call you back within 1-2 days but the call back never comes.

2) Points and stays simply do not post correctly, or at all, to SPG/Marriott Rewards accounts.

3) Elite benefits are not properly or consistently applied across properties. Some properties now even have disclaimers on Marriott.com when going to view rates stating that they simply don't offer suite upgrades to Platinums at all (contrary to the express terms of the Marriott Rewards T&Cs). At one European Marriott I was told that I had to pay several hundred dollars a night for a suite upgrade because it was Christmas and the property would not upgrade Platinums for free at Christmas (thankfully I was able to get them to back down and received the complimentary upgrade I was entitled to).

4) Look at the debacle with Al Maha Resort redemptions in Dubai, where the hotel apparently decided not to give 2 free activities to bookings made on points (but which they seem to have backtracked from after much pressure). How many other properties are taking similar liberties to screw over Platinum customers?

I have to say that Hilton seems to do the best job at honouring the benefits of elite status, based both on experience and from hearing the reports of others. Marriott Bonvoy is likely going to be Marriott Bonvoyage at this rate...

 

[KitKat]

and properties seem to have hidden their email addresses... with the Marriott layouts!

 

[Gold Member]

Isochronous, your experiences mirror exactly those of the major US based bloggers (Ben et al). I’ve had a similar experience in recent times and while I mantain top Tier status beyond Marriott I’m willing to give them a year or so to fix it. I agree it’s not good enough, but given all the integration problems they’ve had I dare say minor issues (at least in their opinion) like enforcing status perks is not a priority, sadly. Some people will vote with their wallet, others maybe less so.

 

[drron]

Thankfully I made LTP before the merger.I don't have to stay 75 nights to maintain status.It will be a lot less than that.

 

[dajop]

Since the merger, 1 in 4 stays don't post at all, and of the ones that post, usually missing check in bonus, even after checking box at check in that I nominate to take benefit.

Nevertheless, merger seems to be working. During four recent times I've looked for hotels, comparable Hilton properties in same cities (in my case Bangkok, Bali, Beijing and London) have been considerably cheaper than Marriott properties. Twice I looked at BKK, and both times Conrad was about 10-15% cheaper per night than Four Points

 

[Isochronous]

and properties seem to have hidden their email addresses... with the Marriott layouts!

That is also another pet peeve of mine - I've now taken to Google stalking the hotel (sometimes also on Linkedin) where the email address for the GM or another address can be found indirectly. The removal of email addresses is symbolic of Marriott's contempt for customer interaction, I feel. If you complain to Marriott HQ they just refer it back to the property. They just don't care.

SPG has a much more advanced IT system that Marriott decides to 'integrate' SPG into an outdated, inferior and unreliable system instead of fixing the issue!

 

[amaroo]

Thankfully I made LTP before the merger.I don't have to stay 75 nights to maintain status.It will be a lot less than that.

You’ll feel liberated. Cherry pick what works for you and then stay at properties that are superior in quality and benefits via Virtuoso, etc

 

[drron]

Yes Amaroo that is exactly what we are doing.

 

[thatsthatmattressman]

Not only are the emails hidden from the site ..in many cases they are scrubbed from the Internet generally. I also miss no chat functionality ..it means all problems are solved by a 30+ minute phone tree 'session'.

 

[LadyC]

Not inspired to do a Platinum challenge run based on this feedback!

The Al Maha change was disgraceful - very pleased to read they backtracked but the initial change seemed very sneaky.

 

[dajop]

Trying to look at hotels now, can't get it working on app or website ..." We are temporarily unable to process requests for rates and availability." This happened a couple of days ago as well. And sometime last week. Are businesses that can't run websites 24/7 worthy of our custom?

Also getting sick of following up missing stays. But willing to give that a bit longer, my last missing stay was a Design Hotel, so maybe that's the problem (in this instance).

 

[drron]

And another incomprehensible change all be it by individual hotels.
Marriott's Sneaky Award Hold Fees - One Mile at a Time

 

[Isochronous]

It seems individual properties are now acting like cowboys and HQ just doesn't care.

 

[dajop]

And another incomprehensible change all be it by individual hotels.
Marriott's Sneaky Award Hold Fees - One Mile at a Time

Yes also the case with some hotels for cancellable cash bookings too.

Although the blogger is concerned about “loaning” the money. My biggest concern is the 6% you lose over the course of the charge (3%) and refund (3%) to many Credit Cards if not booking locally. Not to mention FX risk.

 

[rock86]

It seems individual properties are now acting like cowboys and HQ just doesn't care.

Or is it HQ isn't staffed appropriately for running the largest Hotel Management company on the planet?

The current class action will be very interesting as it plays out, wonder if any changes at the top and their business operations are adjusted as things become exposed during the case.

 

[big_RED]

I emailed them two weeks ago about transferring points to a family member (as you can't do this online) and we're yet to receive an acknowledge email for the request, or the points in the required account.

 

[drron]

Well the website is hopeless as well.All other travel sites when I tick remember me they always do.Not so with bonvoy-though I think it maybe my computer is too embarrassed to go there.
Second I can only put in one special rate-used to be 4 with SPG and could be all with Hilton.Not so for Bonvoy.
Today I also realised this causes a problem.If i put senior rate in and that rate is unavailable then I get a message that the hotel is unavailable to check in that day.Have no special rate in and suddenly it is available-why can't it display all rates like other hotel chains?

Bl**dy pathetic.

 

[Jacques Vert]

Today I also realised this causes a problem.If i put senior rate in and that rate is unavailable then I get a message that the hotel is unavailable to check in that day.Have no special rate in and suddenly it is available-why can't it display all rates like other hotel chains?

That's always been the case with Marriott (at least as far back as I can remember). God knows how much business this has cost them over the years as people assume the hotel is booked out and look elsewhere.

 

[get me outta here]

I sent an email to apply for a Plat challenge and waited 2 weeks with no reply. Phoned them up and it was done in 2 mins.

 

[LadyC]

I sent an email to apply for a Plat challenge and waited 2 weeks with no reply. Phoned them up and it was done in 2 mins.

Thanks for the data point. I am planning on doing a platinum challenge starting next month so haven't called them yet. Good to know they are still accepting them.