If it is an already-posted stay, but needs amending to include elite welcome points, other eligible charges, some (but not all) bonuses, or even adding missing nights to a stay, then - if you have a folio to reference - anyone who is trained in the loyalty program should be able to handle it. This is much different than it used to be in the legacy SPG program when that functionality could only be handled by the Research team. So, most of the time, you should be able to
call us and have that corrected while you are on the phone. You will probably need the folio to give any details and you might be asked to email documentation of the issue if it is not very straight-forward.
For any actual missing stays, I would recommend sending legacy Marriott stays to
[email protected] and any legacy SPG stays to
[email protected] for now. While each team can probably handle missing stays for either legacy group, they are going to be much more familiar with their own.
If either team seems unresponsive, it is probably because the volume of their work has quadrupled since August 18th and they are in catch-up mode. Since their emails are answered in the order in which they are received, it might take as long as three weeks for them to get to it at the moment.
I hope this helps.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]