Aug 23, 2018, 9:22 am
Last edit by: jspira
Marriott began the IT integration of its 3 loyalty programs on August 18 with a goal of combining them into one unified program. It told members to expect websites and apps to be inaccessible that day and problems stretched into the middle of the week. By Thursday, the dust seemed to settle although members continued to report specific issues.
How Bad Do You Estimate The IT Rollout Will Be?
Aug 25, 2018, 7:45 am
#211
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
Q: How has the loyalty program integration gone? Were there any unexpected challenges?
Marriott International’s SVP of Global Loyalty David Flueck: “While we are not at the finish line yet, by all accounts, the loyalty integration has gone exceedingly well.
HNN - Marriott merges loyalty platforms, looks to next steps
Marriott International’s SVP of Global Loyalty David Flueck: “While we are not at the finish line yet, by all accounts, the loyalty integration has gone exceedingly well.
HNN - Marriott merges loyalty platforms, looks to next steps
Aug 25, 2018, 7:55 am
#212
Join Date: Aug 2001
Location: Toronto, Canada
Programs: Liftime Titanium Elite Marriott
Posts: 1,752
The crazy thing is many of the issues could have been resolved by a high school intern with some basic excel skills. It’s really not rocket science. I mean it’s two sets of information merged into one.
Aug 25, 2018, 8:06 am
#213
Join Date: Feb 2001
Location: somewhere north of stateside...
Posts: 4,153
If they were not ready, they should have waited. Things like automatic re-credit of points for cancelled reservations and Suite Night Awards shouldn't be issues they are working on more than a week after the integration - they should have been programmed to start working immediately.
The longer systems don't work, issues snowball into a larger and larger problem and become more and more difficult to resolve.
The longer systems don't work, issues snowball into a larger and larger problem and become more and more difficult to resolve.
Aug 25, 2018, 8:14 am
#214
Join Date: Nov 2014
Location: New York
Programs: MB-LTT , HH-Diam., HGP-Expl.
Posts: 778
Now it’s clear. They have no idea of when and how problems will be fixed.
Should be nice they update the useless status page with the following informations.
“We are working quickly and diligently to solve all issues that have been identified. Given the complexities of a huge integration like this, we prefer not to give deadlines, but rest assured that are completely on top any issue that has arisen,” said John Wolf, vice president of loyalty, digital marketing and innovation PR at Marriott
full article : https://skift.com/2018/08/20/marriot..._hsmi=65443795
Aug 25, 2018, 8:25 am
#216
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Given what's going on, no, no need to worry. Keep your folio, you did get one at check out right? Your stay may very well show up once they get more of the issues resolved. But, unless your stay will bump your status or earn you points for a quickly approaching stay, sit back and relax for now. The phone agents are swamped with complaints, the email inbox has been reported as full.
Aug 25, 2018, 8:38 am
#217
Join Date: Dec 2010
Posts: 1,516
Given what's going on, no, no need to worry. Keep your folio, you did get one at check out right? Your stay may very well show up once they get more of the issues resolved. But, unless your stay will bump your status or earn you points for a quickly approaching stay, sit back and relax for now. The phone agents are swamped with complaints, the email inbox has been reported as full.
Aug 25, 2018, 8:59 am
#218
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,140
Sorry, but those should be around #100 on the list because they affect such a tiny fragment of the membership. How about the fact that no points or stays have credited for anyone at all since the merger?
Aug 25, 2018, 9:10 am
#219
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,172
Uncovered a new display bug. Shows my past 2018 SPG award stays as Paid vs Redeemed. Totally harmless and irrelevant but amusing to me.
Aug 25, 2018, 9:20 am
#220
Join Date: Aug 2018
Posts: 902
Yep. All 2018 pre-merger SPG nights, including award and even bonus nights, were migrated to the new post-merger accounts as paid nights.
Aug 25, 2018, 9:37 am
#221
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
Sorry, but those should be around #100 on the list because they affect such a tiny fragment of the membership. How about the fact that no points or stays have credited for anyone at all since the merger?
Aug 25, 2018, 10:47 am
#223
Join Date: Oct 2010
Location: USA
Programs: AS MVP; UA Gold; DL Gold; Marriott Titanium
Posts: 156
Aug 25, 2018, 12:13 pm
#225
Join Date: Feb 2001
Location: somewhere north of stateside...
Posts: 4,153
Sorry, but those should be around #100 on the list because they affect such a tiny fragment of the membership. How about the fact that no points or stays have credited for anyone at all since the merger?
Now that they appear to be up the creek, establishing relative priorities for fixes is another matter (and of course I'd agree that posting stays/points is right up there).