What is going on with reservations? I lurk on this site more than contribute but I feel compelled to share this experience out of complete frustration. I just spent 47:25 to make one reservation for one night in Chicago. I started with the platinum reservation line first and was on hold for 20 minutes before I hung up. I never spoke to a soul. So I called the hotel directly and quickly spoke to a person who helped me with the reservation. I was hoping to use a Suite Night Award (first time) but unfortunately this caused more delays while they sorted it out. I don't think I can book the SNA's on line or I would have reserved that way.
I am lifetime platinum and have obviously booked with Marriott for years and I have noticed that the reservation line has gone downhill and cratered today in 20 minutes of wasted, frustrated time. I am grateful that the person at the hotel was able to help with the SNA but they must not be very comfortable using them either since I spent 27:45 with them.
I used to enjoy some good service on the national reservation line. They would even know my name when they answered. You could talk to the person and have a good experience. Today however was the polar opposite. The hotel representative was nice but I still spent way more time on hold than I did talking to her.