tjk1976

Recently, I have been eagerly trying to cross the Lifetime Plat finish line in anticipation of Marriott sinking its teeth into the SPG program. Last week, I got to Platinum 50 after a series of recent stays put me at 57 nights for 2016 and 499 Lifetime Nights (with 10 years Plat). I chose the "Five Elite-Qualifying Nights" Platinum 50 amenity thinking it would push me over my needed 500 nights so I could be done with it. After making the selection, I received an automated email that read:
Over the 48 hours that followed, I periodically checked my account to see if the nights had posted. When they hadn't shown up after 48 hours had passed, I called the Platinum desk and was informed by a surly agent that the benefit doesn't count towards Lifetime status, only towards nights for this year and that it actually takes up to 3 business days for the nights to post. He didn't have an answer to why the confirmation email said 48 hours if it actually takes 3 business days. Not satisfied, I called back and got a very helpful different agent. He said my comment about the 48 hour time estimate not being met was valid and that the wording of the offer itself wasn't clear about what is meant by "Elite-Qualifying Nights" and that guests shouldn't have to look up the fine print to understand the basics of the offer. He documented my concerns and said he would escalate the matter and I should expect to hear back from someone in 3 to 7 business days. He added that his personal view was that he thought I should be given the five nights towards Lifetime status as a goodwill gesture.

This morning, I decided to call Corporate Customer Service. I spoke with a very professional supervisor who listened attentively. When I finished explaining the situation, without missing a beat, he said, "I would like to apologize for the inconvenience and let you know that I have just added a night to your Lifetime nights and you are now at 500 and will never fall below Platinum, but it can take up to about a week for it to show up on your profile". He said he will be following up internally to have them amend the wording of the communications to be more accurate and clear. I just logged into my account and see that I now have 500 nights / 10 years Platinum, but I'm still Lifetime Gold. I guess that's the week delay he mentioned. Not that it would have really mattered since I was only one night away, I was still happy they did the right thing for me, even if just as a matter of principle. Fun times. Thanks, Starwood. ^

dcstudent

Great result! I've always found SPG Customer Service to be top-notch. Hopefully, Marriott won't mess with it too much.

I know it no longer matters to you, but did you get a straight answer as to whether the 5 nights should have counted towards lifetime or just for the elite year?

tjk1976

Yeah, I just contend that they should make it clearer to avoid confusion. They could do it using a simple asterisk next to the option... Five Elite-Qualifying Nights*, with small print at the bottom that reads, *Valid towards 2017 elite-qualifying nights only and not towards Lifetime nights. Problem solved. If they had done that and if they had fixed the 48 hour / 3 business days sloppiness, I wouldn't have had an issue and I would have chosen a different Plat 50 award!

TerryK

It is there albeit the wording could have been better.

It mentioned adding 5 nights to 2016 total. No mention of adding to lifetime total.

https://www.spgpromos.com/50nightsbenefit/benefits/

craigthemif

The lurkers have also made this clear in the main thread of P50 benefits.

thaliajen

As a Lifetime Plat myself, I know that there were times that I could've used a little notation about Lifetime Eligibility. I'm SO glad that you called more than once. I've always found that SPG Line is wonderfully staffed and helpful to the extreme. With so many people going for LP now, I would think that they'd add a notation if a certain rate is not eligible. I received my card a year and a half ago and I love it. I'm really worried about Marriott, but I can't do a thing. I've stayed with Starwood more as a Lifetime Plat than ever before,and hope that they'll see that it is a worthwhile program. I've never been a Marriott fan but I'm willing to give them a chance if they give us one.

Congrats again and enjoy your new status!
PS: Be careful with the card when you get it- mine has ripped the hell out of three wallets!

mahasamatman

However, since only 0.01% (my estimate) of all SPG members read FT, this is not a good place to disseminate vital information.

CPRich

LTP qualification says 500 eligible nights, with eligible night defined as I would never have expected free, non-stay "Elite-Qualifying Nights" to meet any of these definitions.

"*free Elite Qualifying Nights are not equal to paying an eligible rate staying a night in a property" strikes me as similar to ""Do not hold the wrong end of a chainsaw""

AKABrownBear

That's a great ending but I think the site is clear that credited nights / stays don't count towards lifetime status. For example, I have a promotion now that gives me double nights but it only really matters for this year's status and that was clear when I signed up for it.

I'm also amazed that you managed to have 10 years of Platinum status while only having 499 nights total.

Oxon Flyer

SPG has run numerous 'bonus elite qualifying credit' promotions in the past. IIRC, these have qualified towards the Lifetime nights total, and also have qualified the year in which elite status was gained or renewed by benefit of the bonus towards the Lifetime number-of-years total.

The current promos have changed this precedent, and there is a danger that SPG members will have a nasty surprise (ref the OP, for example) when they discover the bonus credits have been disallowed by the small print now in the T&Cs.

MSPeconomist

By the actual terms, the 5 nights would be a total waste for the OP unless he/she will end the year within 5 nights of 75 or 100.

tjk1976

I was relying on what it said in the communication they sent me, I didn't research the fine print or what the lurkers may have said on Flyertalk. I don't deny that the rule is that the nights apply only to 2017 status, my point was just that it wouldn't take much for them to make that point clear when people make their Plat 50 amenity choice.

tjk1976

Exactly!

tjk1976

I earned Plat via stays (25/yr) for the first several years.