Marriott Bonvoy Lurker(s) - How to Contact (Combined Threads)
#16
Join Date: Apr 2017
Programs: Bonvoy ambassador - lifetime plat / Hilton diamond / AA CK baby!
Posts: 822
The other issue is also probably that many Account holders don't realize that their SPG Point Balance was already multiplied by 3 times before they combined their Marriott and SPG Accounts (i.e. on 18th Aug itself).
They somehow feel that once they combine the accounts, the Marriott Point Balance needs to be 1X (Marriott) + 3X (SPG). But, since the system already had multiplied your SPG balance by 3X, the net result after combining is 1X (Marriott) + 1X (SPG) which many of them refuse to believe and it takes forever for Customer Service to explain them.
Folks your SPG Points may say SPG, but they are already multiplied by 3
They somehow feel that once they combine the accounts, the Marriott Point Balance needs to be 1X (Marriott) + 3X (SPG). But, since the system already had multiplied your SPG balance by 3X, the net result after combining is 1X (Marriott) + 1X (SPG) which many of them refuse to believe and it takes forever for Customer Service to explain them.
Folks your SPG Points may say SPG, but they are already multiplied by 3
#17
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 30,959
#18
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
The other issue is also probably that many Account holders don't realize that their SPG Point Balance was already multiplied by 3 times before they combined their Marriott and SPG Accounts (i.e. on 18th Aug itself).
They somehow feel that once they combine the accounts, the Marriott Point Balance needs to be 1X (Marriott) + 3X (SPG). But, since the system already had multiplied your SPG balance by 3X, the net result after combining is 1X (Marriott) + 1X (SPG) which many of them refuse to believe and it takes forever for Customer Service to explain them.
Folks your SPG Points may say SPG, but they are already multiplied by 3
They somehow feel that once they combine the accounts, the Marriott Point Balance needs to be 1X (Marriott) + 3X (SPG). But, since the system already had multiplied your SPG balance by 3X, the net result after combining is 1X (Marriott) + 1X (SPG) which many of them refuse to believe and it takes forever for Customer Service to explain them.
Folks your SPG Points may say SPG, but they are already multiplied by 3
#19
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 30,959
I wouldn't put the blame on the vast majority of the programs' members who are not FT-level involved and sophisticated in the workings of the program. SPG has 21M members (last I checked) and those posting here represent about 0.01% of those.
MrsCP is more knowledgeable than most through osmosis, but I doubt the merge/link/combine machinations would be crystal clear to her without my involvement.
Communications could have been much clearer on what the steps of the process have been and will be, when the points transfer happened, etc.
At the same time, I've been in enough mergers with world-class communications efforts where some in the target audience are just thick as bricks. You can point to the 27 unread "IMPORTANT: ACTIVITY REQUIRED" emails in their Inbox, the three posted on the wall, and business superuser in the cubicle next to them and they'll complain you should have done a better job.
MrsCP is more knowledgeable than most through osmosis, but I doubt the merge/link/combine machinations would be crystal clear to her without my involvement.
Communications could have been much clearer on what the steps of the process have been and will be, when the points transfer happened, etc.
At the same time, I've been in enough mergers with world-class communications efforts where some in the target audience are just thick as bricks. You can point to the 27 unread "IMPORTANT: ACTIVITY REQUIRED" emails in their Inbox, the three posted on the wall, and business superuser in the cubicle next to them and they'll complain you should have done a better job.
#20
Join Date: Sep 2002
Location: Germany / Thailand
Programs: M&M/S SPG livetime gold, but not running behind status & points anymore! Now only book value for $
Posts: 3,090
Dear William, could you kindly confirm again, that for this year we also can make Platinum status with 25 stays ! I don't find it, and @ Marriott hotline nobody is able to help, them all say only 50 night reqalify. But i remember @ the beginning of the year it was confirmed somewhere, that ( only stays in SPG propertys count until end of end 2018 ) to requalify for PLATINUM.
thanks
Bert
thanks
Bert
Last edited by yosithezet; Sep 26, 2018 at 8:05 pm Reason: Fixed quote error
#21
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Dear William, could you kindly confirm again, that for this year we also can make Platinum status with 25 stays ! I don't find it, and @ Marriott hotline nobody is able to help, them all say only 50 night reqalify. But i remember @ the beginning of the year it was confirmed somewhere, that ( only stays in SPG propertys count until end of end 2018 ) to requalify for PLATINUM.
thanks
Bert
thanks
Bert
"Starting January 1, 2019, Elite status will be achieved on nights and not on stays. Until then, SPG members can achieve status based on stays at SPG-associated brands only, AND can also qualify based on nights across the 29 brands."
I'm not sure how more clear it can be.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
#22
Join Date: Dec 2004
Location: UK
Programs: Bonvoy Gold, AA Plat, Volare Premier, VS Silver, National Emerald Elite, Hertz President Circle
Posts: 2,526
I cancelled an award stay on the 18th (I know!). I do not believe the points were credited back. Who should I speak to? Or should I keep waiting? Thanks.
#23
Join Date: Sep 2002
Location: Germany / Thailand
Programs: M&M/S SPG livetime gold, but not running behind status & points anymore! Now only book value for $
Posts: 3,090
This is what it says at members.marriott.com.
"Starting January 1, 2019, Elite status will be achieved on nights and not on stays. Until then, SPG members can achieve status based on stays at SPG-associated brands only, AND can also qualify based on nights across the 29 brands."
I'm not sure how more clear it can be.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
"Starting January 1, 2019, Elite status will be achieved on nights and not on stays. Until then, SPG members can achieve status based on stays at SPG-associated brands only, AND can also qualify based on nights across the 29 brands."
I'm not sure how more clear it can be.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Bert
#24
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
This is what it says at members.marriott.com.
"Starting January 1, 2019, Elite status will be achieved on nights and not on stays. Until then, SPG members can achieve status based on stays at SPG-associated brands only, AND can also qualify based on nights across the 29 brands."
I'm not sure how more clear it can be.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
"Starting January 1, 2019, Elite status will be achieved on nights and not on stays. Until then, SPG members can achieve status based on stays at SPG-associated brands only, AND can also qualify based on nights across the 29 brands."
I'm not sure how more clear it can be.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
#25
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
A much more effective route would be to know exactly who did not know and launch a surgical strike from within.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
#26
Join Date: Sep 2002
Location: Germany / Thailand
Programs: M&M/S SPG livetime gold, but not running behind status & points anymore! Now only book value for $
Posts: 3,090
Dear William, 2 more questions
1.) Is there somewhere anything written that we only get stay/night credit for one room ? Even booked bevore changes were anounced ? I think them should credit stays / nights after the old SPG rule ( until end of the year, specially those which had been booked bevor changes came in. If not, is it possible to change the holder of the reservation ( let's say to wifes name ? that the night/stay credit @ least there will be credited ?
2.) With SPG we had been able ( as platinum members !!! ) to transfer 1 point to a FFP ( interesting for all those which wanted to keep accounts open from expirering ) . Now i see minimum is 3000 points are to transfer. is this correct or i oversee something ?
Thank's
Bert
1.) Is there somewhere anything written that we only get stay/night credit for one room ? Even booked bevore changes were anounced ? I think them should credit stays / nights after the old SPG rule ( until end of the year, specially those which had been booked bevor changes came in. If not, is it possible to change the holder of the reservation ( let's say to wifes name ? that the night/stay credit @ least there will be credited ?
2.) With SPG we had been able ( as platinum members !!! ) to transfer 1 point to a FFP ( interesting for all those which wanted to keep accounts open from expirering ) . Now i see minimum is 3000 points are to transfer. is this correct or i oversee something ?
Thank's
Bert
#27
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Dear William, 2 more questions
1.) Is there somewhere anything written that we only get stay/night credit for one room ? Even booked bevore changes were anounced ? I think them should credit stays / nights after the old SPG rule ( until end of the year, specially those which had been booked bevor changes came in. If not, is it possible to change the holder of the reservation ( let's say to wifes name ? that the night/stay credit @ least there will be credited ?
2.) With SPG we had been able ( as platinum members !!! ) to transfer 1 point to a FFP ( interesting for all those which wanted to keep accounts open from expirering ) . Now i see minimum is 3000 points are to transfer. is this correct or i oversee something ?
Thank's
Bert
1.) Is there somewhere anything written that we only get stay/night credit for one room ? Even booked bevore changes were anounced ? I think them should credit stays / nights after the old SPG rule ( until end of the year, specially those which had been booked bevor changes came in. If not, is it possible to change the holder of the reservation ( let's say to wifes name ? that the night/stay credit @ least there will be credited ?
2.) With SPG we had been able ( as platinum members !!! ) to transfer 1 point to a FFP ( interesting for all those which wanted to keep accounts open from expirering ) . Now i see minimum is 3000 points are to transfer. is this correct or i oversee something ?
Thank's
Bert
Also, IIRC, SPG quit allowing 1 Starpoint to be transferred to an airline long before the merger. The least a member could transfer would be 1,000 Starpoints regardless of membership level. Nevertheless, even if my memory is failing on that point, it is the new combined program rules which prevail. So, if there is a 3,000 point minimum, then you did not miss anything.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
#28
Join Date: Feb 2012
Location: HKG
Programs: CX DM, SPG Pt, Le Club Accor GO, Shangri-La GC Jade
Posts: 1,327
Dear William, 2 more questions
1.) Is there somewhere anything written that we only get stay/night credit for one room ? Even booked bevore changes were anounced ? I think them should credit stays / nights after the old SPG rule ( until end of the year, specially those which had been booked bevor changes came in. If not, is it possible to change the holder of the reservation ( let's say to wifes name ? that the night/stay credit @ least there will be credited ?
Thank's
Bert
1.) Is there somewhere anything written that we only get stay/night credit for one room ? Even booked bevore changes were anounced ? I think them should credit stays / nights after the old SPG rule ( until end of the year, specially those which had been booked bevor changes came in. If not, is it possible to change the holder of the reservation ( let's say to wifes name ? that the night/stay credit @ least there will be credited ?
Thank's
Bert
When it was still SPG, I booked two rooms and during check-in, my friend can "take over" the room he stayed and get the credit to his account. So it's a "yes" to your question.... in the old system..... Don't know if Marriott's system let you do so or not.... If the stay has not yet taken place you may try adding your wife's name into the second room, and let her to do the check-in... Please let me know if this works or not if you really try doing this
p.s. Hi William, may I know if there's anyone in IT department still working on getting our outstanding issues resolved? I know you've helped me to draw the attention of the relevant senior person on my account problem but up till now it's still unresolved... thanks....
#29
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
...p.s. Hi William, may I know if there's anyone in IT department still working on getting our outstanding issues resolved? I know you've helped me to draw the attention of the relevant senior person on my account problem but up till now it's still unresolved... thanks....
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
#30
Join Date: May 2004
Location: Northwest NJ
Programs: Starwood Platinum,Marriott Platinum, United Silver
Posts: 2,313
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 A. Tutu
Loyalty Assistant Supervisor
Marriott International
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 A. Tutu
Loyalty Assistant Supervisor
Marriott International
Last edited by stevens397; Sep 25, 2018 at 5:31 pm Reason: New email