Stgermainparis

So I enrolled in SPG Gold after getting an AU on spouse's Amex Plat back in the fall of 2014. I recall calling Amex and then them transferring me over to SPG. I don't stay at SPG properties much, but my recent stays with them (July 2015 and Jan 2016) indicate a "gold gift" in my account (250 points, etc). So I never questioned my gold status. Until now.

I keep seeing X stays till you reach GOLD status on my account. So I emailed SPG and they said that I am not gold and that I need to contact Amex. I call Amex and they say I'm not enrolled. They conference in SPG who says I'm not gold but that I do have an Amex linked (but they can't tell me which one...I presume it is SPG Amex b/c that's the one I've personally added to my SPG account online for auto billing for SPG stays). And they DO see the "gold gifts" and bonuses for stays.

Amex blames SPG and SPG blames Amex for the fact that my account doesn't register in the system as "gold". No one can explain why I have gold gifts and bonuses. No one can say if I've received the spend bonuses I'm entitled to as a gold member. If I am a gold member. All very bizarre.

What to do? Has anyone had this problem? I believe somehow my SPG Amex "link" over rode my Amex Plat through which I enrolled in Gold. Amex also offered to enroll me in Hilton Gold (though I'd done THAT before, too). All very very strange. Seems like Amex or the hotels are dropping my status without me knowing.

Starwood Lurker

My apologies for any inconvenience, but American Express customer service representatives can make the request in their own systems for their qualified Platinum cardmembers to be upgraded to Gold in SPG. It is no longer necessary for them to even contact SPG to get this done.

If they are telling you they cannot do it without our assistance, I would suggest asking for an American Express customer service supervisor for further assistance.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

MSPeconomist

IIRC the SPG Gold via AmEx Plat seems to require periodic re-enrollment. It might have expired after the first year for you.

BTW, is this a benefit for authorized users or just the primary accountholder? What color is your AmEx card, Plat or Gold (versus spouse's Plat card, as IIRC there's a higher annual fee for the Plat authorized used card)? [This issue seems to matter with some of the AmEx DL affiliated cards.]

Stgermainparis

I'm AU with a Plat Amex and the benefit is supposed to carry over to all Plats (primary or AU). It looks to me like I was SPG Gold up until very recently without ever having to re-enroll. I happen to have a screen shot of my account w/ "SPG Gold" from Nov when I did a status match to IHG. So I'm not sure what happened or when gold status was dropped. If I can figure out that date, then I'll know if I've been getting the correct bonus points. Never received any notification of anything. Maddening.

MSPeconomist

You can check the bonus points by comparing points to your bill or even approximate it (2 versus 3 points on the amount before tax and ineligible items) from checking the total on your credit card bill. If you take points as your welcome gift, you can also verify whether those points (250 in most properties for Golds) have posted.

I'm suspicious that you were dropped from Gold at the end of your first year. If you know when you got the authorized user credit card or when you initiated the Gold status--perhaps very soon after receiving your credit card--you can see whether you only had Gold for one year.

Stgermainparis

Thanks so much. I probably wasn't very clear. Amex CAN enroll me. The problem was related to how I was dropped as Gold in the first place. But I've just had a very successful phone call with a SPG rep. The status wasn't dropped until 3/2 and prior to that I received all appropriate Gold bonuses. Haven't earned any since then regardless of status. So that's all good. Meanwhile, I'm told that every year on March 1, I must renew my enrollment by calling Amex.

So word of warning to all: yes, evidently you must re-enroll every year now. Amex CAN do it; no need to also call SPG (as SPG Lurker says!).

MSPeconomist

The annoying thing is that there's no reminder or warning that you must re-enroll.

Stgermainparis

Per my other post, all points accounted for! In answer to your question:

Enrolled Sept 2014 (back then had to call Amex who transferred over to SPG)
Dropped March 2016 (now Amex handles all enrollments to Gold).

If rep I spoke to (and another via email) is correct re March 1 re-enrollment annually via Amex (SPG member must initiate), then I suspect what happened was that this rule came into affect AFTER March 2015, so I was carried over to March 2016. I've now contacted Amex and they've "re-enrolled" me as Gold, but it has yet to show up on my SPG account. I'll check back in a few days. Here's the email from SPG (though I don't think the "2 years" part is right b/c clearly didn't apply to me):

"I understand that you are an AMEX Platinum cardholder, this does entitle you to be an elite Gold member with SPG. The process for continuing to be a Gold member was updated over two years ago now. It does require you to contact AMEX at the number on the back of your card. Advise them that SPG does not show you as an elite Gold member. They have a process that they have to follow so that we can then place you at that status. This is a yearly requirement for you as an AMEX Platinum card holder every March 1 of each year. Once we receive the verification from them, we would be delighted to upgrade your account."

Stgermainparis

Yes, I agree. I scoured my email and see a lot of spam from SPG but nothing about re-enrolling or losing Gold status. The only reason I figured it out was b/c my account page was encouraging me to go for gold!

carolinaRN

I was just able to (re)enroll online. Log into your AMEX account and click on the "benefits" link at the top. It shows the benefit of SPG gold status and a link to enroll. It says it takes 72hrs to process....guess we shall see.

fliesdelta

I re-enrolled Wednesday of last week, after noticing my status had lapsed. By Thursday evening, when I logged in to check, I had been renewed.

krazykanuck

Strange... I have had Gold through Amex Plat for the last 2-3 years and it's never dropped off. I just logged in to check and it's showing Gold Preferred Guest, as usual. I also have the SPG Amex, FWIW.

But now seeing this I'll definitely call Platinum card services before I have an SPG stay to make sure it hasn't dropped.

Stgermainparis

I have SPG Amex, too, but that didn't stop them dropping my gold status. Not sure how you slipped through!

You can check online via Amex, card, then benefits. No need to call. Also, my SPG screen changed from the time it was gold to regular, though I didn't realize why. Now I know. It will also say Preferred Plus GOLD on your SPG account if it's still gold. Pref Plus if not.

MSPeconomist

Isn't Preferred Plus what AAA members and certain other people get? It would be above base level for SPG and give some of the same benefits as Gold.

howtofreetravel

You always had to re enroll every year...