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Update: One simple request later and I was told to pound sand. Worse: I discovered today that the one thing they did for me (apply a travel certificate), wasn’t actually done correctly. See the update at the bottom of this post.
With just about any loyalty program, there are many things that can’t be done online. Usually, they tell you to call. But what if you don’t want to call? With Hyatt, I’ve long had great luck sending direct messages on Twitter to @HyattConcierge. Hyatt’s Concierge team on Twitter has been able to handle everything I’ve ever thrown their way.
In the past, the opposite has been true for Marriott. When messaging @Marriott in 2018, I asked them to book an award night for me because the Marriott website wasn’t working (the phone lines at the time were swamped too). One day and 8 hours later, they told me to pound sand:
Recently, I had a more complicated request. I wanted a travel certificate attached to an award reservation. I didn’t think it would work, but I gave @Marriott on Twitter a try again:
As you can see above, they’re still not fast (the whole process took nearly 24 hours), but they got the job done!
Consider this a Public Service Announcement. If you need something done with Marriott Bonvoy and you can’t do it yourself online, it’s worth giving their Twitter team a try… as long as you’re not in a hurry.
If you’ve tried direct messaging @Marriott on Twitter recently, please let us know if it worked out. Comment below.
Update: Not so fast
For the same reservation that Marriott’s Twitter team previously helped me with (they applied my stay certificate to it), I asked if they could help me shift the entire reservation by one day. Sadly, they said “no way Jose”:
The good news is that this reply came within 2 minutes of my request. So, at least I didn’t have to wait long to be told to pound sand.
It gets worse: I discovered after re-posting this that the one thing they did for me (apply a travel certificate) wasn’t done correctly at all. Now I’m on the phone trying to get this fixed. Sigh…
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Twitter team came through in attaching a cert within 2 hours. Previously that day had called in with two disconnects while on hold(2.5 hours total), the supervisor I did get refused to do it because it was a Cat 5 cert and the hotel was a Cat 4. She said I could only book Cat 5 hotels with it. Crazy.
You’ve been Bonvoyed!
I don’t have a Twitter but just had to use the FB team. It takes a while right now because I’m sure this promo is driving Marriott CS crazy.
I was able to solve my issue with minimal hassle. I want to cancel my FB also but it seems we’re stuck with social media to handle issues now.
Being told to pound sand isn’t necessarily entirely bad. It implies that sand is nearby. And I can think of several very nice tropical beaches with plenty of sand ;).
Marriott Twitter team is not great. That said, phone support didn’t apply a certificate correctly once either, but the Twitter team reissued the cert. I think it really depends on who you get like everything.
They can’t do things like combine or split a reservation though either 🙁
Glad to know they can apply a travel package cert, hopefully same could apply to a regular free night cert!
This is really good news. I have been a Marriott member for 35 years and their service, like many others, has gone to poop. They screwed up an old 7 day package 3x times before I ever got to use it. I was told my package was attached to the reservation but it would not be. Like Greg, Hyatt on twitter is beyond exceptional. Maybe Marriott realizes they could do better there.
they brought me back up to platinum after my status dropped one year by asking nicely. took them awhile to respond, but it was nice that they were able to bump me back up.
The Hyatt Facebook messenger team is highly responsive too. Usually addresses requests in an hour or so.
I’ve had great luck with the Marriott twitter team. They’re generally pretty quick to respond and fix problems without much fuss