Great Customer Service

[BocaBum99 Super Moderator Find all posts View Profile Close BocaBum99]

Now that I am a Marriott owner, I have had multiple contacts with Marriott owner services. I must admit that I am quite impressed. Marriott employees are very well trained.

They do not do a handoff. If they need to bring someone else onto the call, they stay on the call until it is finished. I was surprised by that. That is a very expensive customer service model.

I would be surprised if Marriott used any offshore call centers for their US operations. Anyone know? The customer service rep I spoke to was from Salt Lake City.

[LynneM Junior Member Find all posts View Profile Close LynneM]

BocaBum

the Marriott Owner Service for Europe is based in Cork, Ireland and I am still amazed every time I call them just how great their service is, it makes me proud to be an Owner, they are great when you want to book your own week, but also with II exchanges and Marriott Hotel bookings, glad you found service to be good, makes those fairly high MF fees worth it!

Lynne

[taffy19 Gold Contributor Find all posts View Profile Close taffy19]

We do everything on the phone and the service has always been friendly and the same for II.

[ArtsieAng Super Moderator Find all posts View Profile Close ArtsieAng]

Jim,

I have always found the customer service at Marriott to be excellent. They are extremely patient, and really seem to go the extra mile, to help in any situation.

When we first purchased our timeshares, we were given our own 'customer relations person'. At first, she made all of our reservations for us, as well as answered any possible question that we had. She deals with both the hotels, and the timeshares. She has been a very valuable resource.

She has even called me to let me know of special offers, and to ask if I needed her service, for anything.

I no longer use her for timeshare exchanges, but it is good to know that she is available, if needed.

[camachinist Super Moderator Find all posts View Profile Close camachinist]

My conversations have always been with someone in Salt Lake. I would agree that Marriott Guest Relations people are top notch, on both the hotel and timeshare sides of the street. Traditionally, the culture has always "empowered" each employee to satisfy the customer of their own volition, training them to think on their feet. Lately, IMO, that standard has slipped somewhat, but my experiences with Marriott have been head and shoulders above most other travel-related customer service encounters. Interestingly, I've seen similar and even better iterations with IHC, so most of my stays now are at HIX and CP and IC hotels. I gave Marriott a vacation in 2006, but we'll be back with them in 07 to re-visit their service ethic. Looking forward to a nice stay in Sydney

Pat