- Joined
- Sep 11, 2006
- Messages
- 8,284
- Reaction score
- 7,297
- Points
- 749
- Location
- CA
- Resorts Owned
- SDO, Quarter House, Seapointe, Coronado Beach, Carlsbad Inn, Worldmark
I think that I was Bonvoyed...and I think that I like it.
Interesting night. I finally had a free evening so decided that I would call Marriott and attempt to redeem my 5 night cert. I originally had an old cat 1-5, then upgraded to extend it - I think to a cat 6, but maybe a cat 7. My Marriott info showed it as a Cat 7. I was confused about this so it was the first thing that I asked the rep was, "is this a current Cat 7 or the old Cat 7, because I didn't think that I had a cat 7 certificate". She said "no, it's a current category 7" and over the next hour attempted to book me into a Cat 7 property. After being on hold for so long, I mentioned again that I didn't believe that it should be a current Cat 7 - and that maybe that's why she is having such difficulty, but no, she said it was a Cat 7 for sure. Then she put me on hold...again...and after nearly an hour, I was disconnected. I tried calling back and (unbelievably) was disconnected again even before reaching a rep. Grrr.
At this point I had decided to give up for the night, but in the process of checking my email I suddenly find a cancelled Cat 7 and a new Cat 5. I actually think that this is correct so I'm certainly not going to make a stink about it. But on the good side, the new Cat 5 cert (the one that I should have had all along) is now extended for a year from today, which is quite helpful. So in the end, things worked out but wow, this was an awful customer experience. I really feel sorry for the reps because their software must be a mess, and the regular customers because no one should have to be on the phone for an hour to make a reservation. Until tonight I hadn't had any interaction with Marriott since the merger, but this was much worse than expected.
Interesting night. I finally had a free evening so decided that I would call Marriott and attempt to redeem my 5 night cert. I originally had an old cat 1-5, then upgraded to extend it - I think to a cat 6, but maybe a cat 7. My Marriott info showed it as a Cat 7. I was confused about this so it was the first thing that I asked the rep was, "is this a current Cat 7 or the old Cat 7, because I didn't think that I had a cat 7 certificate". She said "no, it's a current category 7" and over the next hour attempted to book me into a Cat 7 property. After being on hold for so long, I mentioned again that I didn't believe that it should be a current Cat 7 - and that maybe that's why she is having such difficulty, but no, she said it was a Cat 7 for sure. Then she put me on hold...again...and after nearly an hour, I was disconnected. I tried calling back and (unbelievably) was disconnected again even before reaching a rep. Grrr.
At this point I had decided to give up for the night, but in the process of checking my email I suddenly find a cancelled Cat 7 and a new Cat 5. I actually think that this is correct so I'm certainly not going to make a stink about it. But on the good side, the new Cat 5 cert (the one that I should have had all along) is now extended for a year from today, which is quite helpful. So in the end, things worked out but wow, this was an awful customer experience. I really feel sorry for the reps because their software must be a mess, and the regular customers because no one should have to be on the phone for an hour to make a reservation. Until tonight I hadn't had any interaction with Marriott since the merger, but this was much worse than expected.
