Total frustration with Owners Services when modifying a reservation

[hcarman]

Marriott of course will not allow you to modify a points reservation online - must be done via the phone or live chat. Literally the last three times I have had to modify a reservation by a night or two (to clarify, not one that required a 7 night stay) I have literally had to wait for two hours while the agent gets on and off hold and tries to do something that should be very simple. One time the agent mistakenly cancelled my whole reservation and could not retrieve. My frustration hit the boiling point tonight when the woman that was helping me took over an hour to try and take the first night off of my upcoming 4 night reservation. She finally came back to say she wasn't high enough up to do this?!? At that point I said connect me with a supervisor as this should not be that difficult - another long hold. And why did she not think to connect me in the first place. Her master of the English language not too good either. Just wondering what others are experiencing. They need to allow this to be done online if it is going to take an agent hours to do this. My guess is their inventory has gotten so confusing with resorts now requiring 7 day point stays in some seasons that they can't even handle the more simple requests for stays that have no requirement.

 

[Dean]

Do it by the email link. Just give them all the information. They may email you back giving you an extra step but I've found it much easier. Obviously if it's something you can't wait on such as when nearing the 60 day window, you may be stuck.

 

[hcarman]

Do it by the email link. Just give them all the information. They may email you back giving you an extra step but I've found it much easier. Obviously if it's something you can't wait on such as when nearing the 60 day window, you may be stuck.

They refused to let me use the e-mail link to do it this time - said to call owners services. That is what I initially tried to do. But then owners services was too incompetent to do it after two hours and all of the supervisors had then left. So I did e-mail again so I have it in writing at least. I guess I will need to send another love letter to corporate if it doesn't get addressed. I am guessing a lot of people are having these frustrations.

 

[Dean]

They refused to let me use the e-mail link to do it this time - said to call owners services. That is what I initially tried to do. But then owners services was too incompetent to do it after two hours and all of the supervisors had then left. So I did e-mail again so I have it in writing at least. I guess I will need to send another love letter to corporate if it doesn't get addressed. I am guessing a lot of people are having these frustrations.

Let us know how it works out.

 

[winger]

Sad this is how the Marriott product has morphed to. I wonder what the solution to these types of sub-part customer experiences from a 'leader' in the industry? Isn't it their responsibility to identify and fix these issues internally?