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Here’s Why Marriott and SPG Platinums Are Experiencing Ridiculously Long Hold Times

June 29, 2018
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3 min read
Suspected norovirus outbreak at hotel
Here’s Why Marriott and SPG Platinums Are Experiencing Ridiculously Long Hold Times
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Waiting on hold for an airline or hotel may be one of travelers' biggest frustrations. Over the last few days we've heard from multiple readers -- those who are Marriott and SPG Platinum elites -- that they are experiencing ridiculously long wait times to speak to a customer service representative.

TPG reader Boyd, a Marriott Platinum member emailed in telling us how he was on hold for 30 minutes, was then disconnected, called again and never heard from Marriott customer service after multiple direct messages on Twitter. One of the benefits Marriott and SPG Platinums are supposed to receive is a dedicated customer service line.

Although he's not a Marriott Platinum, TPG Managing Editor Alberto Riva spent 90 minutes waiting for a Marriott customer service agent Thursday night. A Twitter search reveals plenty of Marriott elites complaining about the long wait times:



We reached out to Marriott and a representative investigated the issue, reporting that the increased wait times have to do with the integration of the SPG, Marriott and Ritz Carlton loyalty programs:

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"As we prepare to unify our three loyalty programs (Marriott Rewards, The Ritz Carlton Rewards, and Starwood Preferred Guest) in August, we are transforming the way associates in our Customer Engagement Centers serve our members and are training them on new technology and processes. During this period, we are experiencing increased wait times for phone calls in many cases. We are sorry for the inconvenience and are currently adding staff to reduce the wait times during this transition.

Additionally, we recently extended our exclusive Platinum Elite member phone number to 24/7 operations. When these technology systems are fully deployed, associates will have much more information at their fingertips, to both answer a broader array of questions and solve more issues more quickly, reducing the time members spend on the phone."

As the representative said, the issue will hopefully be resolved by August. Still, it's unfortunate that this is happening during the peak summer travel period and during the unveiling of the new award chart.

If you're experiencing long hold times, you can try calling foreign customer service lines (although your elite status may not be recognized), calling the hotel directly (if appropriate) or reaching out to the Marriott over social media.

Featured image by PA Images via Getty Images

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  • Packed with credits foodies will enjoy
  • Solid welcome bonus

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  • Some may have trouble using Uber and other dining credits
  • You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
  • Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
  • Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
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  • $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
  • $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
  • $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
  • $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
  • Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
  • No Foreign Transaction Fees.
  • Annual Fee is $325.
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