Marriott Customer Service is Horrible!

[Big Matt]

Number one, use the web site. Number two, they know who you are if you are using your number on file. I do expect that they have a different queue based on status or at least for the call backs.


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[Steve Fatula]

Sadly, unless anyone can tell me differently (please), my “local” call centre in Cork Ireland does not have a dedicated number for Chairman’s Club Owners.
Everyone has to use the standard, single number.

That's the one I called! Cork, Ireland. Thanks for the reminder. When you talk to them, you could probably ask if they have a number for the differnet ownership levels.

 

[TheTimeTraveler]

Sadly, unless anyone can tell me differently (please), my “local” call centre in Cork Ireland does not have a dedicated number for Chairman’s Club Owners.
Everyone has to use the standard, single number.

Yes, I believe that everyone dials the same number, HOWEVER, the receiving end recognizes the phone number one is dialing from and can then route one's call to the desk that handles one's ownership status.....




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[ljmiii]

It took about an hour to reach someone starting at 9:15AM today - not bad at all considering it is the points booking day for President's Week.

As to *why* I would call at 9:15, I did learn something new today - that while the booking engine will happily let you *borrow* points as part of booking a room it won't let you *bank* the points as part of the transaction. So I called and the nice lady who eventually answered swapped out the 2021 points I used for my President's Week reservation for the 2020 points I wanted to bank and then use. Live and learn.

 

[bazzap]

That's the one I called! Cork, Ireland. Thanks for the reminder. When you talk to them, you could probably ask if they have a number for the differnet ownership levels.

I did ask via webchat and the response was
”The only number I show for Cork is 011-800-88-55-66-77. If they have a Chairman's Club line, I do not know what that number would be.”
I will specifically ask though next time I phone Cork to confirm that they don’t have a dedicated Chairman’s Club phone number.

 

[Lindaandgeorge]

Hold time this past week was 45 minutes. Very disappointing customer service.

 

[SueDonJ]

Just curious how they would know what tier you were before they answered? Is there a different phone number for Chairman. Elite owners with Vistana use to have an elite number to call not sure if that still applies?

Buried in the TUG Marriott forum DC Points FAQ under "Miscellany" on page 3:

The system is designed to route Owners/Members to the correct line automatically when calling from number(s) associated with their owners.marriottvacationclub.com accounts. Each Owner/Member on an account is allowed to attach four personal numbers to the account. To edit the numbers attached to your account, sign in and click on, "My Profile" in the, "Manage My Account" dropdown menu.

 

[bazzap]

Buried in the TUG Marriott forum DC Points FAQ under "Miscellany" on page 3:

The system is designed to route Owners/Members to the correct line automatically when calling from number(s) associated with their owners.marriottvacationclub.com accounts. Each Owner/Member on an account is allowed to attach four personal numbers to the account. To edit the numbers attached to your account, sign in and click on, "My Profile" in the, "Manage My Account" dropdown menu.

I can understand why automatic routing via personal numbers could be a very good initiative for Owners/Members.
if they do offer this service and it works though, why the need for a dedicated Chairman’s Club number?

 

[Steve Fatula]

I can understand why automatic routing via personal numbers could be a very good initiative for Owners/Members.
if they do offer this service and it works though, why the need for a dedicated Chairman’s Club number?

This is pure speculation on my part. I see a use for both techniques. For the so called dedicated line (which may not be dedicated and just forward to the real line), perhaps that helps catch those times when you are calling from a non registered number, perhaps from a resort for example. It could easily forward to the main line but tag it as chairmans just because you called that number (used to sell phone systems). I always call the special number.

 

[bazzap]

This is pure speculation on my part. I see a use for both techniques. For the so called dedicated line (which may not be dedicated and just forward to the real line), perhaps that helps catch those times when you are calling from a non registered number, perhaps from a resort for example. It could easily forward to the main line but tag it as chairmans just because you called that number (used to sell phone systems). I always call the special number.

I understand how that could be helpful, if MVC telecomms and processes are up to delivering it.
And if they are, perhaps they could get some of those involved to offer some guidance to their website team?

 

[kayvantassell]

Last week we stayed at the Pulse in San Francisco. The desk mgm. Suggested I call owner services, but he said I might not be able to get through. He was right, I was told they weren’t taking calls at all. The manager emailed my situation to MVC. On Sat. I booked, by mistake, two nights at Newport Beach. I knew they wouldn’t be open until Monday, so I called Monday. They were not letting anyone wait, instead one had to leave a cell phone number and they would call you back. They didn’t call back Monday. I called again today—3 times and have not had my call returned. I also remember when part of the sales pitch was we would be assigned a dedicated owner service person who would help us with all our travel arrangements. Timeshares need to be regulated.

 

[vol_90]

Worldwide call centers with Phone #'s. This is from the Marriott Asia Pacific vacationclubap.com site. You don't have to call the US number for assistance. Any of these can assist with your account although most default to the Singapore support center.

 

[chalucky]

EMAIL IF YOU ARE ANGRY AND FRUSTRATED

customercare@vacationclub.com


Update: This address bounced the email back to me as undeliverable....how perfect.

 

[bazzap]

EMAIL IF YOU ARE ANGRY AND FRUSTRATED

customercare@vacationclub.com


Update: This address bounced the email back to me as undeliverable....how perfect.

Shouldn’t that be
customer.care@vacationclub.com

 

[ljmiii]

Shouldn’t that be
customer.care@vacationclub.com

Yes

 

[Pamplemousse]

Just FYI in case this helps anyone-
I have been calling MVC for days and getting the “we are too busy to bother with you message”.
I needed to cancel one points reservation and redistribute the oldest points to my other reservation.
It was my understanding from the past that this needed to be done by phone.
After once again getting the go away phone message I tried chat.
I selected the cancel/ modify a points reservation when chatting with bot sunny and was given a link to email MVC.
I selected that this didn’t solve my problem and selected yes to be connected to an agent.
After about a 10 minute wait I was on chat with a human.
He was able to do my cancel/ redistribute by chat.
He said they normally didn’t do this by chat but the phone lines were jammed from everyone doing year end/ start activities and the fact that the log in change was causing more calls.
He also said the change could be made by sending an email from the “contact” area of MVC- it would just take longer than by phone.

 

[vol_90]

I still say the easiest way is to call the Singapore support number. I rent ~20 weeks a year and very rarely does it take more than 5 minutes to get through and change the name on a reservation or if I need to cancel a reservation, check on a reservation, change a reservation, etc. Stay up late or get up early and the phone line is yours......+65 6877 6088 or VIP +65 6877 6199. Try it............

 

[vol_90]

I can understand the frustrations with the US membership services line. Called 11AM Friday and the message was that their was over an hour wait and told to call back later. I called the Singapore membership services line today at 10:59AM Saturday (Singapore time) to change the name on a reservation. Message was I was 1st in the queue. Waited 4 minutes for a customer service rep, 3 minutes to complete the change and hung up at 11:06AM.