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After 2 years of saving up points in hotel stays and credit card purchases this is how I get treated? I called on January 13th to see about booking a trip to Hawaii with my lady. The guy on the gold line seems to think I should wait until after January 15th so I can get a free night. So I call this week and the trip that I had been saving for and had enough points for goes from 150K points to 210K Points? Are you kidding me? I have NEVER had customer service this bad in a loyalty program. I will be using the points I have soon and cancelling my rewards Credit Card and will never stay in a Marriott again. Please everyone take the time to vote a 1 in the freddies for Marrilies. STARWOOD here I come!!!
This reminds me of the let's not buy gas at a paticular brand's station for a day to "teach them a lesson" emails on the Internet a few months ago when gas was near 5 bucks a gallon: A noble idea but hardly a way to show our real consumer clout with Marriott The Freddie award is a marketing tool and I doubt that anyone really chooses Marriott becuase of it being given to them.
What sells Marriott over other brands (for me at least) is the associate at the Front Desk, the person who takes my car in valet, the server in the Hotel's Restaurant, and the housekeeper who cleans my room--their spirit is the Marriott that brings me back. If the program degrades it is a fact of economic life but we need to voice our displeasure quickly and often to corporate.
If we collectively want to have the old Marriott Rewards structure back we need to constantly remind them directly that we are unhappy. There is a contact us button on the marriott.com website, which I use frequently and recommend that we all do the same as much as we can.
Marriott owns the program but not our loyalty forever--we need to tell them that directly. Hitting them in the Freddie rating might satisfy our urge for revenge but I doubt that it alone will make Marriott change the MR program.
"Marriott owns the program but not our loyalty forever--we need to tell them that directly" After browsing through hundreds of posts dating back to August, September and October of 2008 where Silver, Gold, Platinum Elite and MVCI owners voiced distress and concerned feedback, Marriott's intransigence is paralyzing. The Freddie's will reveal which brand the travel community favors.