Just when I thought that the whole direction of things was heading south at the hotels that I love and have loved for almost 40 years, something comes along that restores your faith in the company and their hotels.
In a long conversation with a person at the Platinum Premier Marriott Rewards Desk in SLC today I was impressed with the professionalism and courtesy of the lady with whom I spoke. I presented her with a very thorny problem involving my account and she took charge, making it right after just a few key strokes.
I never had to listen to that refrain, "your call is very important to us..." or "Please wait for the next available agent..." or "for quality control we will be recording..." I was connected right away, and helped soon thereafter.
A single incident does not define customer service, but rather a pattern of incidents can show a direction in degradation or improvement. After this call I was once again convinced that Marriott retains the best of the best in its call centers, and nothing is too hard for them to deal with.