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Answers (2)

Marriott IT Failure/Data Breach Help

Marriott IT Failure/Data Breach Help

  1. Anonymous

    Can I receive help here, as I’ve been unsuccessful calling the Marriott elite line. I’m told, “Marriott doesn’t have an IT department or manager to help you,” which actually sounds about right.

    I booked an awards stay this morning for a Marriott in Philly. In addition to my email confirmation I received a second one for an award booking in Phoenix. After a few moments of confusion and clicking on the modify button I noticed the reservation was in someone else’s name. Available to me was her name, email address, street address, and some credit card details. I called her, not to freak her out, but to let her know of the data breach. She informed me that she received her confirmation but mine also. In other words she was in possession of my personal data.

    Calling Marriott, as has been the case since the merger, was an infuriating experience. No knowledge, no one to transfer me to, no manager available, complete and total incompetence.

    What’s the next step? How do I (you) highlight this latest data-breach IT glitch? Will Marriott take corrective steps? Will they take action to calm the affected members?

    Thank you,


  2. rickyw

    Hi Seth,

    I’d try to escalate if you are not receiving the necessary help from front-line agents.


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