15 Replies Latest reply: Mar 13, 2017 1:30 PM by stlram RSS

Positive Customer Service Experience

702rugbyref Platinum
Currently Being Moderated

I think it is as important to recognize positive experiences as well as the negatives (and they do get more attention for sure).

 

As we all know, the spring mega bonus got us an opportunity to earn a free Cat 1-5 (not the issue). I had planned to use it this weekend whilst on a rugby trip to Memphis. I had a change in plans slightly and will not be able to use the free night that was due to expire later this week. I called MR Customer Service and spoke with 'Katherine' (sp) and explained my situation and asked if it were possible to extend the free night until Labor Day weekend. After about 10 minutes and keeping me informed while she worked on it, she eventually came back to advise me that my certificate has been extended a full year! Much to my surprise but thankful nonetheless.

 

Not sure what happened in this situation but I am thankful for courtesy, respect and understanding this agent exemplified above and beyond my expectations. SHOUTOUT!

(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: Positive Customer Service Experience
    seatexan Platinum
    Currently Being Moderated

    Thank you! You have reminded me to call and get mine extended too. I'll be using it Labor Day weekend so I hope I can get it extended.  I'll report back! Hooray for positives! ;D

    (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: Positive Customer Service Experience
    iahflyr Platinum 26 Reviews
    Currently Being Moderated

    That's awesome.  I had a similar experience and was told NO, can't extend it.  I called back about a week later and the nice gent cancelled the MegaBonus Cert and issued me a Global Cert I think it is called also good for a year.  Glad you got to get the same experience.

     

    It appears Marriott will not allow an extension of a MegaBonus Cert anymore, so it's nice to find a Customer Service Rep who thinks outside the Marriott Tic Tac mint box!!

    (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: Positive Customer Service Experience
      702rugbyref Platinum
      Currently Being Moderated

      Come to think about it, I think mine is a Global Cert as well...changed to I guess.

      (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: Positive Customer Service Experience
    carat Community Manager Marriott Associate Silver
    Currently Being Moderated

    Love seeing this!  Thanks for sharing and for starting a trend, 702rugbyref!! 

    (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: Positive Customer Service Experience
      702rugbyref Platinum
      Currently Being Moderated

      More than welcome. It is important to recognize the positive accomplishments without the whining. If I had lost it, I would have booked a room tonight in Vegas a few blocks from my house and used it but thankfully, I don't have to do that.

      (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: Positive Customer Service Experience
      702rugbyref Platinum
      Currently Being Moderated

      Thanks. It is soooo frustrating when folks dwell on negative stuff. I get it happens but we just become more cynical everyday and everyone needs to make the effort to turn that tide.

      (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: Positive Customer Service Experience
    seatexan Platinum
    Currently Being Moderated

    Ok I just got off the phone with Ruth in Salt Lake City - extension 5094.  I told her she was amazing and thanked her profusely!

     

    She even fixed my reservation and added the two certs to it.  So now I am 100% set! C'mon Labor Day weekend! Party!

    (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: Positive Customer Service Experience
      702rugbyref Platinum
      Currently Being Moderated

      Very happy to hear. I think mine showed up as a Global Replacement Cert.

      (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: Positive Customer Service Experience
        seatexan Platinum
        Currently Being Moderated

        My old one is still showing as is the 2nd one...its for a year.

         

        But my reservation has two listed. I guess the ones in my acct will *poof* after my stay?  I have never used a cert before, so I am not quite sure how they show when they are scheduled on a reservation to be used.

        (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: Positive Customer Service Experience
          702rugbyref Platinum
          Currently Being Moderated

          I have 2 listed from this transaction and now have 3 unused certs. Ugghhhh....

          (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: Positive Customer Service Experience
    tommo781 Gold 8 Reviews
    Currently Being Moderated

    Lovely story 702rugbyref.  I am pleased you received such excellent service.

    (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: Positive Customer Service Experience
      702rugbyref Platinum
      Currently Being Moderated

      It is refreshing when one has a positive customer service experience for sure.

      (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: Positive Customer Service Experience
    702rugbyref Platinum
    Currently Being Moderated

    I stopped by the CY/SHS in Memphis to check it out in case I ever go back to Memphis. IF I do go back, they are both near everything in midtown Memphis including Rendezvous - YUMMY Ribs etc, ball park, trolley, Mississippi River walk...

    (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: Positive Customer Service Experience
    stlram Platinum 15 Reviews
    Currently Being Moderated

    Thanks for the tip. I'm fairly certain that outcome will be depended upon member circumstances as well as conversational tone and recipient's (customer service agent) willingness to assist.

    (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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