Marriott customer service has always been next to useless. With questionable competence of the the merger of Starwood Preferred Guest and Marriott Rewards into a new loyalty program there are more requests of customer service than ever, and more opportunities for stupid responses.
You simply cannot believe anything Marriott tells you, if they answer you at all. Much frustration would be avoided if you’d just research answers to questions yourself, on blogs, instead of asking Marriott and assuming what they tell you is accurate.
Case in point: Marriott says Platinum member upgrades don’t include suites. (Emphasis mine.)
Thank you for contacting Marriott Bonvoy in regards to the Platinum Elite benefits and upgrading you.
I hope that you are enjoying your stays with us and the upgrades that are available to you when checking into the hotel.
The benefit of a complimentary upgrade to the best available room subject to availability does not include Suites. When you have 50 Nights a year, you will be offered an Option to select 5 Suite Night Award request forms to upgrade to a Suite if one is available to you.
Some hotels will upgrade you to a Suite if one is available, however that is a courtesy offered by the hotel at the time of checking into the hotel.
We appreciate your loyalty to Marriott Bonvoy and look forward to hosting your next stay with us. If you need assistance booking your next stay, please do not hesitate to give us a call at 1-888-625-4988.
This despite Marriott explicitly saying they will crack down on hotels that ignore the suite upgrade benefit.
It’s best to ignore Marriott customer service because it’s highly likely that you’ll get inaccurate information if you contact them. The problem of course comes in when Marriott isn’t doing what they are supposed to do, because who are you supposed to go to if not customer service?
I’ve had readers with the wrong lifetime elite status, customer service cannot see that things are wrong and even calls the member a liar. I’ve been able to get things escalated internally. But having me do customer service for Marriott doesn’t scale.
Living Room of Suite at the W Doha
They need an executive escalation team, somewhere for members to go when customer service just gets things wrong. The problem with that is there are so many times customer service gets things wrong, they’re likely to be just as inundated as customer service. I’m personally waiting for a response from customer service on an issue since September. The idea only works if it can be staffed so that answers are both timely and accurate.
In the meantime members are frustrated by the void they enter when they ask the program for help. You’ll be less frustrated if you just don’t ask.