(July 24, 2017) After weeks of being plagued by robocalls from “Elizabeth” at the Marriott Rewards Center offering me a free stay at a Marriott resort, I wrote a letter to CEO Bill Marriott to complain.
I received a prompt response, and learned that:
- These calls are not from Marriott
- They’re a phishing scam to steal peoples’ identities
Here’s the response:
Thanks for writing Mr. Marriott about the frustrating telephone calls you have received. Your letter has been referred to me for a response. Guest feedback is very important to us!
I’m very sorry this issue has taken up your valuable time. The calls you have received were not placed by an authorized representative of Marriott, nor has Marriott shared your personal information with these fraudulent callers. Marriott International has been made aware of a series of fraudulent telephone calls being made in different parts of the world where the caller offers a complimentary stay at a Marriott hotel to entice the person taking the call to listen to a sales pitch unrelated to Marriott or provide personally identifiable information.
Efforts have been made to stop this misrepresentation of our brand. Similar to your experience, the calls often appear to be placed from different telephone numbers. We have learned that the callers are utilizing a practice, commonly referred to as “spoofing,” to misrepresent the telephone number from which the call was actually placed. Here is a link to an article detailing the practice and recent efforts by the FCC to intervene: https://consumerist.com/2017/06/22/robocall-scammer-faces-120m-fine-for-impersonating-tripadvisor-marriott-expedia/
I assure you that Marriott is committed to protecting your privacy and the personal information you entrust to us. Thank you for taking the time to ask us about the legitimacy of these calls and allowing us to clarify that they are not supported by Marriott.
Should you have any questions or wish to discuss this matter personally, please do not hesitate to contact me. I can be reached at the telephone number below between 8:00 AM and 4:30 PM Eastern time, Monday through Friday.
Corporate Liaison, Mr. Marriott‘s Office