Customer Engagement Center (CEC) Issue Resolution Charges Waived Through April 1
This information will be provided to hotels via the March 4 Weekly Update.
Under the Customer Engagement Center (CEC) issue resolution policies that took effect Jan. 1, cases sent to hotels that are not resolved within 72 hours are taken over by the CECs. To allow hotels to ramp up to the 72-hour service level, the planned $150 USD takeover fee was waived for January and February. Due to technical and process gaps we have continued to identify, this waiver period has been extended until April 1.
During the waiver period, hotels will see takeover fee charges and a line item crediting the fee on their Peoplesoft report or Owner Franchise Billing invoice. CEC associates will continue to resolve takeover issues within their empowerment levels at initial contact. Any compensation provided to guests to resolve these cases (e.g., award points) will be billed to hotels and appear on invoices.
Should your hotel(s) have challenges viewing/responding to cases in GXP, contact support.mobileguestservices@marriott.com. For more information, visit MGS or contact ccsfiledispute@marriott.com.
