Cancelling/Changing Old SPG Reservations Post Aug 18 - Points Refund Delay
#61
Join Date: Jun 2011
Programs: SPG Platinum, Hyatt Diamond
Posts: 1,134
By the way, I just called Marriott again and the person I spoke to was able to call the hotel and work with them to get my points returned. I’m not really sure that calling Starwood will do anything but frustrate you at this point. The only major problem with Marriott is the hold times are atrocious... I spent 25 minutes on hold and it took another 25 minutes to get it resolved (mostly on hold because he was having to work his magic elsewhere).
#62
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,640
Redemption at a legacy SPG property. Called in today, agent was able to get this processed promptly. She noted she was just trained on it yesterday, though.
#63
Join Date: Sep 2004
Location: Leesburg, VA
Programs: UA MP (DH is MM 1K, so yeah! so am I!), SPG Platinum/LTG, Marriott Platinum Premier/LT Platinum
Posts: 163
Just curious...was there award availability for the property when you did this? I’m patiently waiting to hopefully get a bunch of points back for the Gritti Palace for a stay in September with no award availability. Thanks.
#64
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,640
#65
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,640
#68
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,640
#69
Join Date: Dec 2016
Programs: Marriott Titanium, IHG Spire Elite, Hilton Gold, United Silver, BA Bronze
Posts: 321
Tried calling Marriott based on above responses but got routed back to SPG.
New ETA is end of month, but the very demoralised agent said he wasn't getting clear information and wasn't entirely sure.
What's inexcusable with this is that Marriott are not communicating properly with their front line. This is an area I work in, IT issues take time to resolve, but providing a clear update to your tier 1 agents shouldn't take more than an hour or two.
For those who were successful did you combine accounts? I really don't want to do this given my cancellation doesn't even show online against my account, but would be interested in the data point.
New ETA is end of month, but the very demoralised agent said he wasn't getting clear information and wasn't entirely sure.
What's inexcusable with this is that Marriott are not communicating properly with their front line. This is an area I work in, IT issues take time to resolve, but providing a clear update to your tier 1 agents shouldn't take more than an hour or two.
For those who were successful did you combine accounts? I really don't want to do this given my cancellation doesn't even show online against my account, but would be interested in the data point.
#70
Join Date: Feb 2016
Posts: 156
Called Marriott "Platinum" line. Waited 20 minutes. Talked to agent about the missing points. Agent transfers me to loyalty department. Wait another 20+ minutes. I explain my problem to the loyalty agent. Loyalty agent says he needs to transfer me to his SPG colleague. Waiting another 20+ minutes and counting...
This is ridiculous. Why is it necessary for us to call Marriott to ask them to fix something they broke? Do not understand why Marriott forced the integration of the two programs when Marriott was obviously not ready.
This is ridiculous. Why is it necessary for us to call Marriott to ask them to fix something they broke? Do not understand why Marriott forced the integration of the two programs when Marriott was obviously not ready.
#73
Join Date: Feb 2015
Posts: 188
The points are back! Within the the last hour, 420,000 points for a cancelled SPG reservation that disappeared, showed up in my account. Now all that's missing from my account is my SPG Credit Card free Weekend night certificate that was showing in my SPG account prior to the integration.
#74
Join Date: Sep 2002
Programs: Marriott Ambassador elite & lifetime Titanium, Hyatt Globalist, Emirates Plat, Flying Blue Plat
Posts: 236
Same here: I got 270,000 points back in the last hour, from cancellations I did before Aug 21.
And... I also lost a certificate that I had on Aug 19.
They seem to be running a script: fixing some, messing up some. Hopefully it will converge to a steady state soon.
And... I also lost a certificate that I had on Aug 19.
They seem to be running a script: fixing some, messing up some. Hopefully it will converge to a steady state soon.
Last edited by josep; Aug 29, 2018 at 3:33 pm