When you call the customer service line for Marriott Hotels and Resorts, you're greeted by an automated messaging system. You’re presented with a Spanish language option (press 2) and a French language option (press 3), which is great and helps increase caller accessibility. You’re then informed the call may be monitored and recorded for quality or training purposes and that Marriott's full privacy statement can be found on their website.
After this disclaimer, the automated messaging system asks how it can help you today, indicating it's voice-activated. I'm not a fan of solely voice-activated systems because, in my personal experience, they never work properly, let alone efficiently, and are incredibly frustrating to navigate. Voice activation coupled with keypad options seems to be the best way to go in terms of caller accessibility and ease of use; I hope Marriott incorporates that in the future for their customer service lines.
If you don't say anything in response to the "How may I help you today?" prompt within maybe three seconds, the system suggests two potential options for you to verbally select: "cancel reservation" and "rewards balance." After another maybe three seconds or less without engaging, the system says that without a selection it will terminate the call.
I verbally selected "make a reservation," and the system offered to send me a text with information. When I said no, I was strongly encouraged to make a reservation online or through their app (again, my answer is no, I'm calling for a reason). Then I was finally transferred to a representative.
The rep I spoke to was friendly and helpful; I was able to make my reservation quickly and with minimal issue. I also didn't have to wait very long to speak to a rep once the automated system routed me, so I'm thankful for that!