I have been on hold 7 minutes then disconnected. The agent took my cell number and told me he would call me back if we got disconnected. No call back. I waited 16 minutes on my call back and the person on the line told me he would transfer me to Customer Care, (I thought I was calling customer care). After 5 more minutes someone came on the line and I repeated everything again. Thankfully Kevin was very understanding and offered me a reasonable solution to my complaint. Marriott needs more CS agents like Kevin.
The wait on the Platinum line seems to have increased significantly. It seems like the line used to be answered almost immediately (by a person after entering your MR account number). Now, I have had delays - 2 - 5 minutes at most. I am not complaining, only commenting that the service level seems to have decreased. Possibly there are just too many of us!
Think this is my 2nd reply to this subject. I just called the Plat line to make a reservation using a certificate. Wait time was 2 min 40 seconds, completely reasonable. Most significant was the wonderful service that Ann (I did not get her last name) provided! She was competent and very friendly. She said she was requesting a Platinum upgrade in the reservation. Finally, she confirmed all details and thanked me for being a loyal Marriott customer. A+