Originally Posted by
PointWeasel
Welcome back William.
My frustration with this mess is the lack of action taken to fix anything for the past 12 days since this process started.
No doubt that I will probably be taken to task for not appearing to be contrite enough by dressing in sackcloth, wading knee-deep in ashes, and flogging myself with a cat'o'nine tails, but if you seriously believe that nothing at all has been fixed or continues to be worked on, then we're never going to be able to agree on much of anything.
I understand completely that members are disappointed in the issues that have arisen and that it is taking longer to sort things than
anybody wants, but I can assure you that we are working diligently to get everything back in place as quickly as possible.
Agents on the SPG side refuse to do anything to post missing stays from weeks ago, refuse to recredit the missing points from cancelled award stays and refuse to acknowledge the frustration in checking-in to a property and given a room near the car park or the stairwell because the PPE update is missing at the property level (like I am back to being a non-member from over 20 years ago). Why bother answering the phone if they keep repeating the 'party line' that everything is fine, because its not.
As I have posted recently, the reality is that any completed stays that are missing from on or before August 18th are being handled by the IT team. They are running these in batches and while there has been some progress (even noted here), there is still a bit of work left to do. So, no one at the customer engagement centers are going to be able to help you with these. For any stays completed after August 18th, the new terms and conditions state to give the hotels 10 days after check-out to post stays. For those not wanting to call in or email to report a missing stay, there is a form that can be filled out
here.
Just last night in Milan, I was given a standard room right next to the elevators and maids quarters and was woken up at 545 am from the noise, all because by the time I proved to the front desk agent that I was indeed a PPE member, all of the other rooms/junior suites were long gone.
Not cool.
I'm in discussion with the Hotel Compliance team to try and understand if this is really a system issue or one where the hotels have simply failed to refresh their internal CMS. Nevertheless, we are sorry for the inconvenience, but it has not gone unnoticed.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]