28 Replies Latest reply: Mar 21, 2012 3:16 PM by kauairesident RSS

Shout out for Marriott Rewards Platinum Premier Line

Alumni Steward Platinum 8 Reviews
Currently Being Moderated

Once again I need to recognize those fine folks who assist me on what seems to be a weekly basis with reservations and other issues related to my account.  In speaking with many of them I learned that the Platinum folks are also trained (apparently as a smaller group) to help Platinum Premiers.

 

I know that other posters have asked what the difference is between Platinum and Platinum Premier, and for a lot of people it seems there is none.  But, in my opinion the folks there who answer the phones get the best grades for customer service and are to be congratulated.

(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.)

Location Brand Hotel
Sacramento, California, USA
Salt Lake City, Utah, USA
  • Re: Shout out for Marriott Rewards Platinum Premier Line
    figment1 Platinum 8 Reviews
    Currently Being Moderated

    Just because I am a PP why should my phone service be any more professional than a first time user?  I can understand a faster response time not a less professional attitude.

    (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: Shout out for Marriott Rewards Platinum Premier Line
    tjcnewyork Platinum
    Currently Being Moderated

    Good point, all customer touch points should be professional.  My takeaway is that there are degrees colored by business knowledge and on-the-job experience.  The outcome?  Not only is the issue or problem called about - taken care of (resolved) - the conversation/interaction became an opportunity to engage the customer - so that it feels just as good to reach Silver or Gold as it does to reach Platinum or Platinum Premier.

    (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: Shout out for Marriott Rewards Platinum Premier Line
    Alumni Steward Platinum 8 Reviews
    Currently Being Moderated

    Perhaps what I should have said was that these folks have been more involved with the intricacies and the problems that I frequently present them with.  They are indeed as professional as any of the other folsk with whom I have interacted at Marriott and Marriott Rewards but seem more attuned to my needs.

    (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: Shout out for Marriott Rewards Platinum Premier Line
    mleverone Platinum 8 Reviews
    Currently Being Moderated

    love the service, which i could get the call response time like that with my isp company.

    (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: Shout out for Marriott Rewards Platinum Premier Line
    tranquillo Platinum 8 Reviews
    Currently Being Moderated

    First time we are hearing about Platinum Premier.  My husband is Platinum.  Never knew there was a difference.

    (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: Shout out for Marriott Rewards Platinum Premier Line
    b8600b Platinum 8 Reviews
    Currently Being Moderated

    First let me say that I have always received great phone service at each level.

    Is the Platinum Premier for those that spend a certain amount of nights at the JW brand? I'm drawing a blank on the difference and remember something about it.

    Thanks for sharing

    (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: Shout out for Marriott Rewards Platinum Premier Line
    Alumni Steward Platinum 8 Reviews
    Currently Being Moderated

    Platinum Premier (PP) is an Elite level reached by the top 2 to 3 percent of all Marriott Rewards members.  While the requirements must vary from year to year, in the past it has required a guest to make 125 or more nights per year for three consecutive years.  Renewal varies as well, but last year it was staying 100 nights or more to achieve Platinum Premier again.  As for benefits there is a PP membership card, a 20% discount at some Marriott restaurants (last year there was, but haven't gotten the new card this year), and a special reservation number.

     

    This year I have noticed that the folks on the phone and in hotels make a special point of telling me how much they value my loyalty to Marriott, something that happened some of the time in the past.

     

    Insider conversations over the years have mentioned the creation of a newer level, one that recognizes the most frequent of frequent stayers.  It began as a suggestion that it be called the Titanium Level and there was a flurry of suggestions as to what it might give the guest who reaches the pinnacle, the Everest of Marriott Rewards.  Thus far there remain only four levels of elite status in Marriott Rewards, Silver, Gold, Platinum, and Platinum Premier.

    (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: Shout out for Marriott Rewards Platinum Premier Line
    kahunapremier Platinum
    Currently Being Moderated

    PP members were given a special number to handle everything (think one stop shop) and that discountinued in Dec, 2010. Management is determing if it is going to be a permament fixture.

     

    MRewards sent out last year a 20% discount for food at full service Marriott as well as Golf discounts, along with a wallet.

     

    The service is VERY good with the dedicated PP line that I called them more than I booked online, that is a FIRST for me, as typically I book everything online (easy to do, like the control, etc)

    (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: Shout out for Marriott Rewards Platinum Premier Line
    techie Platinum 7 Reviews
    Currently Being Moderated

    Let's be glad that they have not sourced their call centers overseas.....at least the people we talk to know the place names and speak the language.  It is far easier and quicker to deal with them..

    (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: Shout out for Marriott Rewards Platinum Premier Line
    Alumni Steward Platinum 8 Reviews
    Currently Being Moderated

    Call me crazy but I dialed that Platinum Premier phone number three times this year and got a PP rep.  Was there an official notification that the number was discontinued?  I must have missed it.

    (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: Shout out for Marriott Rewards Platinum Premier Line
    jerrycoin Alumni Steward Platinum 60 Reviews
    Currently Being Moderated

    Stepping,

     

    They always answer and help me when I call!

     

    They are the best!

    (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: Shout out for Marriott Rewards Platinum Premier Line
    justsometricks Silver 60 Reviews
    Currently Being Moderated

    I do agree with what you said, but also have never got a bad phone rep either.....They are all nice and sweet!

    (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: Shout out for Marriott Rewards Platinum Premier Line
    mi97tbird Platinum 33 Reviews
    Currently Being Moderated

    They have always been very good to me. Agree should be the same for all levels.

    (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: Shout out for Marriott Rewards Platinum Premier Line
    kayjbee Platinum
    Currently Being Moderated

    I think the major concern here would be, why do you need to call with so many different issues? I understand help making a reservation, but for you to have to call on a almost weekly basis, is seems excessive. Could improvements to the web page correct some of your issues? Is the reservation process too hard to figure out or are you too finicky and need special handling?

    (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: Shout out for Marriott Rewards Platinum Premier Line
    tjcnewyork Platinum
    Currently Being Moderated

    Excellent question.  While Stepping Stones can and undoubtedly will respond, speaking for myself, the powers-that-be at Marriott.com changed the online reservations process about a year ago and eliminated the handy 'Comments' section.  This change did not go unnoticed and many Insiders remarked about the change here, on FlyerTalk and elsewhere.   Subsequently, only Elite reps have access to the 'Comments' screen.

     

    So, every time one makes a reservation online, you have to follow-up to have the PP Elite rep enter special requests such as comp upgrade, or early check-in or minifridge or whatever it might be beyond the default options available in one's account/profile.

     

    Although unpublished, Platinum Premier 2010 benefits included a 20% food & beverage discount at 'participating' Marriott, JW Marriott and Renaissance Hotel restaurants.  (2011 PP collateral is pending)  So, calling to check in advance whether a hotel 'participates' or not facilitates planning and avoids embarassment.

     

    To that point, it behooves Marriott to publish a list of so-called participating Marriott, JW Marriott and Renaissance Hotel restaurants that honor the Platinum Premier discount and make it available to the reps at the Platinum Premier line.  On average, such calls to verify participation can take up to 10 to 15 minutes because the rep has to call the hotel directly.

     


    (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: Shout out for Marriott Rewards Platinum Premier Line
    biglee Platinum
    Currently Being Moderated

    This seems appropriate for Marriott to do this.  As a travel becomes more experienced the questions asked can be more complicated. If you have a silver or gold than the individual you’re speaking to should have knowledge up to that level. Once you have achieved Platinum Premier then you probably will know most of what is asked at the silver and gold level.

     I also think it is good for a company to recognize and reward its best customers. That can be a goal from both sides, get people to want to move up in the program by spending more nights and people trying to achieve a goal  like “Platinum Premier”.  If you treat your worst customer as your best, I my opinion you are wasting the companies resources.  

    Kept in mind this is a loyalty program, not a hotel quality management system.  Procedures are in place to provide a consistent level of hospitality to all customers within the chain.

    (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: Shout out for Marriott Rewards Platinum Premier Line
    servicematters Platinum
    Currently Being Moderated

    I have been incredibly disappointed with my experience using the Platinum Premier phone line.  In fact, after receiving my platinum lifetime and platinum premier, I am starting to wonder why all the effort, why the loyalty.  There are no distinguishable benefits to getting the "premier" status and the promises of "platinum overrides" and "late check outs" have never materialized for me when needed most.  Tonight I approached the front desk to ask for a late check out tomorrow.  The response I got was "I could let you stay until 1:00 without an extra charge".  I indicated I was a platinum premier and she told me that was the reason she gave me until 1:00 instead of noon.  WOW!  I guess I should be impressed.  The fact that they are asking me to check out and come back in two days (the hotel is apparently sold out and there was no possibility of an override), makes me wonder what value there is in any Marriott status.  I called the PP line only to be told what the website indicates (as if I can't look that up myself) and then after asking that they call the property to see if there is any chance I could stay one more night, they indicated the property is not able to honor any platinum request for override.  WORTHLESS!!  What is the benefit of an override promise if they only come back to say that is used when the hotel has rooms.  REALLY?!  So very disappointed with Marriott.  After 20 years of loyalty, it might be time to change brands.  After all, with lifetime platinum, I have nothing to gain by staying.  And I can get rejection and poor service from other brands just as well.   

    (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: Shout out for Marriott Rewards Platinum Premier Line
      Alumni Steward Platinum 8 Reviews
      Currently Being Moderated

      Some things can change but the selling out of a hotel is not one of them, sadly

      (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: Shout out for Marriott Rewards Platinum Premier Line
        jasper100 Alumni Steward Platinum 10 Reviews
        Currently Being Moderated

        Maybe so, but you would think that a Platinum Premiere/ Lifetime Platinum member would be treated better than this!!!

        (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: Shout out for Marriott Rewards Platinum Premier Line
          Alumni Steward Platinum 8 Reviews
          Currently Being Moderated

          I agree but the rules rule in this case.

          (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: Shout out for Marriott Rewards Platinum Premier Line
            shoeman1000 Platinum 4 Reviews
            Currently Being Moderated

            for whatever it's worth, this past weekend we were in st louis for my daughters wedding shower.  we had 3 rooms at the Ritz.  I called to ask for a late check out (since I didn't need to attend the shower), the response was "4:00 pm is the best we can do".........   I LOVE the Ritz!

            (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: Shout out for Marriott Rewards Platinum Premier Line
              Alumni Steward Platinum 8 Reviews
              Currently Being Moderated

              as well you should!  Congratulations on that forthcoming wedding too

              (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: Shout out for Marriott Rewards Platinum Premier Line
              nuhusker Platinum 2 Reviews
              Currently Being Moderated

              Shoeman, interesting timing -- this past weekend my wife attended our daughter's wedding shower in Raleigh.  She stayed at the downtown marriott and due to a late flight on sunday was able to get a late checkout also.  Don't remember the time.  But I stayed home...80 degrees on Sat and I was playing golf and watching the BB tournament.

              (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: Shout out for Marriott Rewards Platinum Premier Line
                jasper100 Alumni Steward Platinum 10 Reviews
                Currently Being Moderated

                Shoeman/nuhusker,

                 

                My wife and I will be attending a friends daughter's wedding in Washington, DC on 12 May 2012. Seems like May 12 is a very popular wedding date as we were also invited to a friends daughter's wedding in Houston, Texas the same day. So we were forced to choose one over the other!!!

                (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: Shout out for Marriott Rewards Platinum Premier Line
                  nuhusker Platinum 2 Reviews
                  Currently Being Moderated

                  Good deal jasper100.  I personally like DC better than Houston.  Our son was married in DC a couple of years ago at the ST Regis.  Great place for wedding and the 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: Shout out for Marriott Rewards Platinum Premier Line
                    jasper100 Alumni Steward Platinum 10 Reviews
                    Currently Being Moderated

                    Actually, the wedding is taking place in Leesburgh, Virginia near Washington, D.C.  I will spend some extra time in DC since this is a nice time of the year to visit!!!

                    (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: Shout out for Marriott Rewards Platinum Premier Line
    kauairesident Platinum 1 Reviews
    Currently Being Moderated

    Last time I had reason to call vs web site I was given a name and a specific extension.

    (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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