Reader Question: Trouble Contacting Marriott Rewards & Where To Go?

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A LoyaltyLobby reader sent us a question by email about the state of Marriott/SPG customer service (used to be great) and where to go?

Red Phone

Remember that you can always email us, send a message via Facebook or use Twitter and include photos too. We’ll try to cover Reader Questions & Comments here several times a week.

You can access Marriott’s page for combined program here.

READ MORE: Marriott Rewards Rate & Bonus Points And Miles Promotions

Here’s the email from the reader:

I am a lifetime platinum premier elite member. I tried to call Marriott 3 times and spent 45 min to an hour on the phone with no answer each time (I finally hung up). I emailed them with no response.

My question is the service before the merger was great on both Starwood and Marriott. What happened??? Did they lay off 1/2 the staff??

As a member for over 10 years…they are forcing me to find another hotel company ….what do you recommend.

Both the Marriott Rewards and SPG contact center wait time have been highly inconsistent after the program merger (mess). Some say that they get through almost instantaneously while others get stuck on queues that usually take an hour or so before you can speak to someone (who may know or not something about the issues surrounding the program).

BTW I feel really bad for the customer service employees at the moment. I am sure that they don’t get proper support and information from the program management or have the tools on hand to resolve the issues that must be frustrating for everyone. They often keep giving completely incorrect information (made up – including my Ambassador).

There is a way to get through to customer service that I have covered here on LoyaltyLobby previously. You need to call Marriott’s number outside of North America and I have done this for years because I wasn’t too happy with the Monday to Friday hours they have.

I have called Marriott Rewards in Mexico City, Middle East and Kuala Lumpur (perhaps other offices too) and have never had issues getting through and have received very good service even after the program merger.

Where to go? Hilton Honors is the most obvious choice. They are very similar to Marriott and customer service still works (at least I get response to emails within an hour). There is status match going on (read more here).

Here are the numbers:

Europe/Africa/Middle East

  • 44 20 7012 7312 (UK)
  • 0699 508 6492 (from Germany)
  • +971 4 449 0841 (from United Arab Emirates)
  • 0-21-4276486 (from South Africa)

8:00am – 6:00pm, Monday – Friday (GMT)
9:00am – 5:30pm, Saturday (GMT)
10:30am – 7:00pm, Sunday (GMT)

Asia Pacific

  • 400 830 0250 (from Mainland China)
  • 800 962 962 (from Hong Kong,China)
  • 9:00am – 6:00pm, Monday – Friday (local time)
  • 81 3 5405 1513 (from Japan)
  • 9:00am – 6:00pm, Monday – Friday (local time)
  • 60 3 2688 8080 (from Kuala Lumpur and Asia Pacific)
  • 61 2 8298 5250 (from Australia)

8 a.m. – 8 p.m., Monday – Friday (Malaysia/Singapore local time)
8 a.m. – 5:30 p.m., Saturday (Malaysia/Singapore local time)

Closed Sunday

Latin America/Mexico

  • 52 55 110 221 21 (Mexico)
  • 55 11 3069 2507 (from Brasil)

8:00am – 8:00pm, Monday – Friday (local time)
9:00am – 2:00pm, Saturday (local time)
Closed Sunday

And Here Are the SPG Ones:

Europe/Africa/Middle East

  • 353 21 4511056 (from Albania/Azerbaijan/Bulgaria/Croatia/Cyprus/Czech Republic/Georgia/Kazahstan/Lithuania/Malta/Monaco/Serbia/Slovakia/Slovenia/Ukraine/Algeria/Djibouti/Egypt/Ethiopia/Gabon/Gambia/Guinea/Libya/Mauritania/Mauritius/Morocco/Nigeria/Rwanda/Senegal/Seychelles/Tunisia/Syria/South Sudan/Uganda/Iraq/Jordan/Kuwait/Lebanon/Oman/Qatar)
  • 01206091929 (from Austria)
  • 027006613 (from Belgium)
  • 43314935 (from Denmark)
  • 0972519656 (from Finland)
  • 0157324866 (from France)
  • 069170776449 (from Germany)
  • 0080044149227 (from Greece)
  • 7789809 (from Budapest, Hungary)
  • 0617789809 (outside Budapest, Hungary)
  • 0216014521 (from Ireland)
  • 0223331321 (from Italy)
  • 24871227 (from Luxembourg)
  • 0207006470 (from Netherlands)
  • 23024987 (from Norway)
  • 0223060078 (from Poland)
  • 800 781 339 (from Portugal)
  • 4999511346 (from Russia)
  • 911776146 (from Spain)
  • 0859366310 (from Sweden)
  • 0445111546 (from Switzerland)
  • 00800 353 90209 (from Turkey)
  • 02035646335 (from United Kingdom)
  • 800 00038 (from Bahrain)
  • 037219131 (from Israel)
  • 800 844 1349 (from Saudi Arabia)
  • 800 0441 3234 (from United Arab Emirates)
  • 0800 99 4274 (from South Africa)

Asia Pacific

  • 65 6836 7688 (Direct Dial Number – Singapore)
  • 86 20 38131035 (Direct Dial Number – China)
  • 91 124 6199 711 (Direct Dial Number – India)
  • 81 3 5423 6062 (Direct Dial Number – Japan)
  • 62 2129643109 (Direct Dial Number – Indonesia)
  • 65 6836 7688 (from Bangladesh/Brunei/Cambodia/Fiji/French Polynesia/Guam to Singapore/
    Maldives/Nepal/New Caledonia/Pakistan/Vanuatu)
  • 1 800 450 010 (from Australia)
  • 400 890 3588 (from Mainland China)
  • 30512777 (from Hong Kong,China)
  • 62635656 (from Macau,China)
  • 00801 851 639 (from Taiwan,China)
  • 1800 80 1855 (from Malaysia)
  • 1 888 625 4988 (from Guam to US)
  • 18002582527 (from India)
  • 0120 92 5659 (from Japan)
  • 007988171720 (from Korea)
  • 0800 691 575 (from New Zealand)
  • 1800 1651 0655 (from Philippines)
  • 0807 135 5555 (from Indonesia)
  • 1800 325 5555 (from Singapore)
  • 800 325 55555 (from Thailand)
  • 1208 52155 (from Vietnam)

Latin America/Mexico

  • 0800 777 7555 (from Argentina)
  • 0800 891 3570 (from Brazil)
  • 123 00 20 4485 (from Chile)
  • 01800 912 5588 (from Colombia)
  • 0800 011 0816 (from Costa Rica)
  • 52 55 5242 5660 (from Ecuador/El Salvador/Guatemala/Guyana/Nicaragua/Paraguay)
  • 001 800 545 7853 (from Mexico/Panama/ Puerto Rico – Spanish service)
  • 0800 51 674 (from Peru)
  • 1 888 625 4988 (from Puerto Rico)
  • 000 405 4157 (from Uruguay)
  • 0800 100 2161 (from Venezuela)

Conclusion

I am sure that most of these customer service calls and messages are dealing with the merger related IT issues that could have been avoided by having well executed plan and management team in place (appears that Marriott didn’t have either).

Marriott used to have (not sure if they still do) the North American numbers manned only during Monday to Friday business hours and I only had time during weekends to fix issues. This is the reason why I found these foreign contact centers already more than a decade ago and have used them ever since when I have needed to speak with someone.

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