dmbfan222

Anyone else have their points missing after merging their accounts? The amount of points I have makes no sense, but I'm missing ~350K points after merging my accounts.

getagb

ethernal

Looks like the central system issues are leaking into the hotels now.. for the first time I can ever remember while staying at SPG properties , I checked in to a hotel (Westin Phoenix) and they did not have my status properly reflected on file. They flagged me as a "General SPG member" but not Platinum/PPE+A or whatever they should see.

Kind of onboard with some of the other folks about taking a pause with Starwood until this stuff gets sorted out. I'm safely PPE+A on whatever metrics they want to use so not much value in stressing out about this in the short term.

MSPeconomist

She shouldn't need to do anything other than noting her *new* Starwood account number, which *should* automatically become her account number in the new combined program. However, she should check that all of her nights and points are correct, including lifetime nights and years of elite status.

Fizzer

I can see all stays this year but stays from previous years ( 24 months is the maximum I can find on the filter) are incomplete. It does incorporate both Marriott and SPG stays. However, the total number of points, total number of nights and nights YTD are all correct.

PointWeasel

I have experienced the Basic Preferred Member experience four times over the past ten days, and at this point I give up.

I should not have to follow-up on every stay before arrival to ensure they have the correct information showing. Not impressed.

And the 7 to 10 days timeline to wait is now over.

Happy

Has anyone had no point loss after combining their accounts?

I have a good size spg pts that I need to use for a Nov trip and definitely dont want to see them disappeared that I need to chase them back. So I have not combined my accounts yet and hope the current issues would eventually be corrected and a smooth migration of everything, especially the points, finally arrives. Until then I am scared to combined my accounts.

JoeWoodstock

​​​​​​
I had a simple and easy account combining experience, with points coming over at 3X, and no issues, other than having to wait a week or so for my account to reflect Platinum Premier Elite rather than just Platinum. I kept my Marriott account number.

--woodstock

United757

From my recent activity (late July-present) the Plat bonus is missing, so several stays have posted incorrectly. YTD nights also doesn't match what's in the app, I'm showing 35 but I should be at 45...and I can count 40 nights in the app so far.

I'm annoyed, but I'm forgiving, that the information isn't correct. It is what it is. I'd just like an accurate timeline as to when this will be resolved.

PointWeasel

Option 1. 7 to 10 days, just to get you off the phone.
Option 2. September 3rd, because the system will magically correct itself on Labour Day.

I cannot recall such poor service from the SPG side of things before from the agents in Wichita in this case, where they appear to be reading a script but don't give anything. At least the BRG Team is reachable and trying to fix things, but even then when they confirm that something is fixed...its does not show up in either the app or the website.

I expect better.

Happy

Thanks for the update.

My points at SPG are already turned into 3x, even including the line entries since Jan this year. Everything is correct except the status on the SPG site remains Plat while on Marriott site is now the correct PP.

I intend to keep my Marriott account number as I dont remember either one in whole anyway but can recognize the last 4 digits of my Marriott's (especially useful when changing night between me and husband).
May be keeping Marriott account number would mean a smooth transition.

dcstudent

Day 11. Off by 9 nights and a couple thousand points. Still. Sigh. Crickets from Marriott on when all should be fixed. status.marriott says all is well. Nothing from the Lurkers. Nothing from Tweeting @ Marriott. Called last week was told all would be fixed by 8/26.

At this point I'm more angry about the complete lack of CS rather than the actual problems with my account. Until 9/15 I've moved all of my stays except one to Hilton thanks to hearing about other folks issues with status not showing up at hotels and then stays not posting.

BonViveur

Starwood Lurker

That might be expecting too much if the folks who are working on the remaining issues don't know it themselves.

Other than acknowledging that there are still some open-ended issues afoot and all of the ones that we have been made aware of here have been forwarded on to the appropriate teams for review, I'm not sure what more you are expecting to hear from us. As usual, if there is any additional message that the loyalty team wishes to share, we will pass it along accordingly.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]

dcstudent

WILLIAM IS BACK!!!! (Hope you enjoyed your vacation...and welcome back into the frying pan.) But, to answer your question, you're the first Lurker to at least let us know that all of the issues that us FTers have reported have indeed been forwarded to the appropriate places. Unless I missed something (and I'll admit I might've with a few hundred -thousand?- posts across multiple threads), all we'd been told until just now is that there are still some issues but not whether the issues we were reporting are included in those issues.

Still would love Marriott to figure out an accurate timeline and then communicate it to us. I can't be the only one actively moving stays from Marriott in the interim because of the problems (both in account and on site at hotels) and unknown resolutions.