Isochronous
Established Member
- Joined
- Dec 18, 2009
- Posts
- 4,679
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...
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...