5 Replies Latest reply: Mar 5, 2014 10:52 AM by ansaa RSS

Feeling Very Frustrated with poor service

cmcmicken Platinum 2 Reviews
Currently Being Moderated

I have been unable to find even crappy hotels to use my "free night" certificates. I am a platinum elite member, and stay at a Marriott several times per month. I called the Marriott Rewards customer service today, was put on hold for >10 minutes, then spoke with someone who refused to offer any assistance or way to use these certificates. I was put on hold again when I asked to speak with a manager and had to hang up because I didn't have time to wait again.

 

I've also tried calling the Platinum Elite line and they were not helpful either. Now seriously reconsidering my brand loyalty. The "promos" offering free nights seem to be a false hook, and I don't appreciate the way I was treated on the phone today.

 

Anyone have better luck with another brand?

(For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Feeling Very Frustrated with poor service
    vaboywnder Alumni Steward Platinum 21 Reviews
    Currently Being Moderated

    cmcmicken,

     

    Welcome to the Insiders community! If you don't mind me asking what destinations are you trying to use certificates at?  Perhaps some Insiders could make recommendations of hotels in which you maybe able to make use of the certifiicates.

     

    Also something to keep in mind when future Megabonus promotions occur you maybe able to contact MR customer service and request your promotion be changed to earning points instead of certificates.  Many times I've called and had my promotion changed from points to certificates.  I prefer the certificates because I'm able to get more free nights for them versus the points.  Also since I travel frequently to the Northern VA /DC area which have tons of Marriott hotels that are Cat 5 or less I have had no problem using the certificates.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: Feeling Very Frustrated with poor service
      cmcmicken Platinum 2 Reviews
      Currently Being Moderated

      Thanks for the reply, vaboywnder. I was quite surprised at how unhelpful cust svc was when I called today. The woman was borderline rude.

       

      I have looked in all kinds of places for appropriate categories. My current search was something near Aventura, FL. The hotels I'd prefer are category 5. The closest 1-4 (not in a very bad neighborhood) is kind of far (Plantation), but I can't even get the online reservation system to apply the rewards certificates there.

       

      I have also looked in Hershey, PA - same problems

      Near NJ shore - had luck one time

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: Feeling Very Frustrated with poor service
        vaboywnder Alumni Steward Platinum 21 Reviews
        Currently Being Moderated

        So it appears that you have Category 4 certs to use.  The Aventura, FL area maybe tough since it is close to Fort Lauderdale and Miami beaches and attracts a lot of tourists.  It's a shame you don't have category 5 certificates which would give you more options like the Residence Inn located in Aventura.

         

        There are very few hotels located in Hershey itself.  Most visitors to Hershey stay in Harrisburg, PA and if you do a search for Harrisburg you should find lots of options there.  I've visited the area a couple of times and have stayed at the Courtyard Harrisburg Hershey which is a category 4 and solid option.  From that location Hershey is about a 15 minute drive away.

         

        If you do much traveling by air you maybe to find use of using your certificates at airport hotels which usually have lower category requirements.  Also if your having trouble using the certificates online you can call Marriott reservations and they should also be able to book a reservation for you using the certificate.  I hope this helps!

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: Feeling Very Frustrated with poor service
        jakeal Gold 15 Reviews
        Currently Being Moderated

        cmcmicken,

         

        I would echo some of what vaboywnder said about Hershey.  I live in Central PA and if you are a bit flexible there are some great Cat 4 properties.  Have you considered combining the Hershey trip with a trip to York or Lancaster, PA? York has the Harley Davidson Factory which offers a really neat tour and Lancaster is full of great activities. 

         

        York has a nice Courtyard property - Courtyard York: York Business Hotels

        Lancaster has a FFI property - https://www.marriott.com/hotels/travel/lnsfi-fairfield-inn-and-suites-lancaster/

         

        Let me know if you end up traveling to the Hershey area and I can offer some other suggestions.

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Feeling Very Frustrated with poor service
    ansaa Member
    Currently Being Moderated

    Hello cmcmicken,

     

    Welcome to the Marriott Rewards Insiders family! I completely understand how you may be frustrated at the situation. Do you mind sending me a direct private message with your contact information (phone number, email address) and your Marriott Rewards number? I'll have one of our team specialists reach out to you directly to help avoid your hold times! Let me know if this will work for you.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

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