2 Replies Latest reply: Aug 21, 2014 3:37 PM by profchiara RSS

Terrible Reward Customer service

jzinmichigan Silver
Currently Being Moderated

I have been with Marriott for 15 years. I used to be satisfied with Reward service. However, its service is going downhill. Here is why – I tried to make a reservation using my free night from Marriott Rewards Visa. The rep told me that it was expired 3 days ago. I kindly asked to extend it so I could use it this week since there was no warning or e-mail indicated my free night would be expired soon. However, the rep couldn’t do anything and had to ask her supervisor. The supervisor said NO because I didn’t use the Marriott Visa for a while.

 

This free night got nothing to do with the Marriott Visa. I asked to speak to her supervisor. The rep told me her supervisor didn’t want to talk to me. It ended up talking to another supervisor “Debra”. She said she couldn’t do anything since the previous supervisor had asked not to extend the free night to me.  I explained to her I had that incident couple year ago and the Reward Customer service was able to expend the free night. Besides that I was gold member for few years. Her voice became annoyed and kept saying – not this time and not to YOU!

 

What a terrible service! I decided to cancel my Reward Visa and stay away from Marriott. 

(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: Terrible Reward Customer service
    NathalieF Community Manager Marriott Associate
    Currently Being Moderated

    Hi jzinmichigan,

     

    First, I would like to welcome you to the Marriott Rewards Insiders forum.

     

    As you have done here, this site is an excellent place to ask questions and address concerns like the situation you have brought to the forum, request recommendations or insights, and share experiences with a large network of well-versed travelers. From photos to tips about different regions and properties, as well as perspectives on many aspects of the Marriott Rewards program, this forum is a wonderful place.

     

    Thank you for taking the time to share this experience with us and please know that we value your loyalty. I am happy to help! Could you send me a direct message that includes your rewards number and the best way to reach you? I'd like to get you in touch with a specialist in order to learn about what happened and provide direct support.

     

    Also, please don't hesitate to reach out to me (communitymanager), The specified item was not found., lindseyh or KatieC with any other questions or concerns.

    (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: Terrible Reward Customer service
      profchiara Alumni Steward Silver 3 Reviews
      Currently Being Moderated

      Hi Nathalie,

      Although most of it no longer affects me, I really liked the tone and personalization of your message.

      Best, ProfC

      (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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