It seems as if Marriott Rewards has scaled back on human agents in customer support. Personally, I hate talking to bots, they dont answer my questions and dont have the ability to understand the underlying or additional question. The wait time for a basic question is poor and the quality of service provided by the human agents has also decreased.One of the things that I always liked about Marriott was the professionalism of their customer support and now that seems to have taken a hit.
Are these usually questions regarding reservations? If so, depending on what membership level you are at now, you might have a dedicated number for your respective status. I never had any problems making reservations or changes to my reservations with phone support. Wait time was pretty much nothing (at least for the Platinum line).
For other questions, I usually contact Marriott via their Contact Us email form. Again, I have no complaints here as well since they usually have a prompt reply during the regular business day hours and if I still have questions I followup with them and get more details from them without any issues.
I know exactly what you mean by talking to "bots" since a lot of these phone support people are probably reading from a script on what to say. I have personally called up the reservation line (maybe you called for other reasons besides for reservation) and was always a happy customer when I got off the phone. Maybe give the email support a try to see if that's any different in your case? I actually started with lots of questions (before I was even a Silver member) and they still replied back in a timely manner (within 24 hours in a lot of cases).
I agree. When I call PR, the wait is short and the professionalism is great. However, when I have to call Rewards, I think I am with everyone else and the wait has been 30 min and more. I know we have PCS but if there is more I am not aware of it. The old web site used to put up the platinum reservations and customer service for me. Now I don't know where to find them. I have PR memorized but not the other.
That number for Platinum Guest Services should be 800-321-7396 (Marriott Platinum Reward Status | Marriott Platinum Elite Benefits)
Maybe you called the regular guest/customer services line? I know these "dedicated" lines are usually more responsive from what I read about them. I can't vouch for the wait time on this one since I usually call Reservation only. I don't recall ever calling guest services as I have been using the Contact Us form on their website instead.
Have experienced no delays but once an agent gets my info for a stay they seemed NOT to be able to find the rooms I see on line. I finally hung up and reserved online for the same hotel. Unfortunately I was trying to reserve and use points and free certificates but the booked rooms were for "NO REFUND"! Could not use certificate and/points after that as I would still be charges on my crad. Saddened....Agent today said I could use the point/certificates, but my card still would be charge and unrefundable...What in the world? Rewards page show a certificate was cancelled for this stay. I do not understand....