Dear William - exasperated. 14 years as SPG Platinum. Spoke to an agent about a month ago - I wanted to cancel my St Regis NY stay and rebook with Marriott points - ended up saving 180,000. He told me the good news is that I have 599 lifetime nights and since I only needed 600 for Lifetime Platinum - and had four nights coming in Tel Aviv and five in NY - I was good to go. Checked online and sure enough, it was listed as 599! Then about 3 weeks ago, checked again and all of a sudden, it was down to 576! I have 9 nights booked but that only brings me to 585, 15 short of the "needed" 600. Long call with an associate named Debbie who started a case number (BTW, each call is over 30 minutes on hold - to the Platinum line!). She told me it would be resolved. Called back a week later on the 16th - again another lovely agent, this time named Kim. She read to me the email she was typing to her supervisor and promised it would be acted on in 24 hours. Today is NINE days later. Called again, same wait and this time asked for a Supervisor. First he told me this is not an uncommon problem and they are working on it. Not at all reassuring. We went back and forth until he told me that currently I only needed 500 nights for Lifetime Platinum - it goes to 600 next year. I was astounded and distrustful - none of the other three agents seemed to know that.
Sorry to be so long-winded but the issue is 1. Is he right, and 2. if not, any ideas how to get my missing nights back? Are all calls recorded because if so, they should have a copy of the agent telling me I had 599 nights. Never thought to save that screen - why would I? My wonderful years as a Starwood Platinum and ambassador (small "a"!) have morphed into total exasperation. Appreciate any help or insight. I can provide the case number if you wish. Many thanks
Steve Schwartz
Just added - here is the email I just got from the Supervisor:
Member Assistance <[email protected]>
6:57 PM (22 minutes ago)
to me
Hello Dr Schwartz,
This is Shadrack and as per our discussion, you are qualified to become a lifetime platinum elite.
Congratulations for you achievement and we appreciate your loyalty as a platinum elite.
I will like to specify that, your new membership status will not show until the January 2019.
Best regards,
Shadrack
Loyalty Assistant Supervisor
Marriott International