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Marriott Bonvoy Lurker(s) - How to Contact (Combined Threads)

Marriott Bonvoy Lurker(s) - How to Contact (Combined Threads)

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Old Sep 25, 18, 6:03 pm
  #31  
Company Representative - Starwood
 
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Originally Posted by stevens397 View Post
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
Loyalty Assistant Supervisor
Marriott International
My apologies, but I can't tell if this last email resolved all this for you or not. If not, feel free to send me the details offline.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
Starwood Lurker is offline  
Old Sep 25, 18, 7:00 pm
  #32  
 
Join Date: May 2004
Location: Northwest NJ
Programs: Starwood Platinum,Marriott Platinum, United Silver
Posts: 2,305
Sounds good to me but every other agent said I need 600 nights. Which is true? And thanks for the quick response.

Really, if I have to make up 15 more stays this year, I will do so but with great anger!
stevens397 is offline  
Old Sep 25, 18, 7:21 pm
  #33  
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
Originally Posted by stevens397 View Post
Sounds good to me but every other agent said I need 600 nights. Which is true? And thanks for the quick response.

Really, if I have to make up 15 more stays this year, I will do so but with great anger!
Two different sets of rules. Legacy SPG LTP took 500 SPG nights and over 10 years Plat status. MPG LTP takes 600 any nights and over 10 years Plat status. From what you've stated you should now have SPG LTP and that will carry over to MPG. If it was earned before 8/18 it should be that way now. If it was earned after 8/18 then it should kick in after the sweep in January. If you are Plat now, there is no benefit to having LTP, that kicks in once your annual status drops below Plat. Just like many members, the CSRs are scrambling to understand all the new rules. You would think they already know/knew the legacy rules, but it's almost like the slate was wiped clean.
RogerD408 is offline  
Old Sep 25, 18, 7:33 pm
  #34  
 
Join Date: May 2004
Location: Northwest NJ
Programs: Starwood Platinum,Marriott Platinum, United Silver
Posts: 2,305
Thanks Roger. But an added data point is that I did NOT have 500 nights prior to combining accounts. The 576 listed is the total of SPG and Marriott. Does that change things?
stevens397 is offline  
Old Sep 26, 18, 6:54 am
  #35  
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
Originally Posted by stevens397 View Post
Thanks Roger. But an added data point is that I did NOT have 500 nights prior to combining accounts. The 576 listed is the total of SPG and Marriott. Does that change things?
Yes, SPG LTP is not an option. But the upside is you don't have to rush to get the 600 nights in by the end of the year. Whenever you hit 600 nights and 10 years Plat status, you will earn MPG LTP. But again, LTP won't kick in until you fail to make annual Plat.
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Old Sep 26, 18, 1:57 pm
  #36  
 
Join Date: May 2004
Location: Northwest NJ
Programs: Starwood Platinum,Marriott Platinum, United Silver
Posts: 2,305
Thanks Roger. So William - is there ANY way you can think of to gain back the 23 nights that disappeared from my online profile? It is hard to fathom that this could happen and that I have no recourse; that, "we know we have a problem and we're working on it" is the best that Starwood/Marriott can do?
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Old Sep 26, 18, 1:58 pm
  #37  
 
Join Date: May 2004
Location: Northwest NJ
Programs: Starwood Platinum,Marriott Platinum, United Silver
Posts: 2,305
More amazing Roger is that from what you say, the Supervisor was totally wrong!
stevens397 is offline  
Old Sep 26, 18, 2:40 pm
  #38  
 
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
Originally Posted by stevens397 View Post
Thanks Roger. So William - is there ANY way you can think of to gain back the 23 nights that disappeared from my online profile? It is hard to fathom that this could happen and that I have no recourse; that, "we know we have a problem and we're working on it" is the best that Starwood/Marriott can do?
Are you sure the 576 total was right?

Several people had issues where the conversion process inflated the SPG lifetime nights. I was one of them and after August 18 had several more SPG lifetime nights than before the conversion. I combined accounts and those inaccurate inflated SPG nights flowed over to my combined nights. It didn't matter to me since I'm well over 2000 lifetime nights but later the lifetime nights number was apparently corrected.
RogerD408 likes this.
C17PSGR is offline  
Old Sep 26, 18, 3:18 pm
  #39  
Company Representative - Starwood
 
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Originally Posted by stevens397 View Post
Thanks Roger. So William - is there ANY way you can think of to gain back the 23 nights that disappeared from my online profile? It is hard to fathom that this could happen and that I have no recourse; that, "we know we have a problem and we're working on it" is the best that Starwood/Marriott can do?
Second request: If you want me to look into this, send me the details offline.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
Starwood Lurker is offline  
Old Sep 26, 18, 3:35 pm
  #40  
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
Originally Posted by stevens397 View Post
More amazing Roger is that from what you say, the Supervisor was totally wrong!
Not surprising from my experience. I once had an issue where a stay did not post the bonus credit due. I called in to get it corrected and the agent told me there was no way the program would have offered such a bonus! Knowing I was right I asked to speak to a supervisor, she told me SHE was a supervisor, so I asked for HER supervisor/manager. She went away for about 10 minutes and came back on the line explaining she had just returned from maternity leave and had not caught up on her email. No apology for being wrong and probably expected sympathy for not knowing her job before returning to the phone lines. Heaven only knows how many accepted her excuses and went away. If you know what you are asking is a part of the program, do not just give up when you hit the first wall. Way too many CSRs (and that includes supervisors) will try to get you to go away than fight for what should have happened in the beginning. It's a sorry state, but a fact of life these days.
RogerD408 is offline  
Old Sep 26, 18, 4:55 pm
  #41  
 
Join Date: May 2004
Location: Northwest NJ
Programs: Starwood Platinum,Marriott Platinum, United Silver
Posts: 2,305
Thanks Roger. I was a very frequent visitor and contributor to FlyerTalk for years but have been away for a long time - so long that I totally forgot about the wonderful asset we had in William. He kindly asked me for details and they have been supplied in a private message. After my three phone calls, i believe this is the only thing that could help. And nowadays, each call is over 30 minutes on hold and another 20 minutes explaining the situation. Let's hope. I'll keep you posted. Thanks again for everything.
stevens397 is offline  
Old Feb 27, 19, 4:22 pm
  #42  
 
Join Date: Jun 2012
Location: EWR
Programs: Alaska, Marriott
Posts: 160
edit: situation is taken care of

Last edited by usuario; Feb 27, 19 at 4:36 pm Reason: update
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Old Feb 27, 19, 8:34 pm
  #43  
A FlyerTalk Posting Legend
 
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 69,312
My understanding (to answer the question of the title thread) is that the Lurkers are her during the week but not weekends & there are times when they're on vacations so things might be delayed. At least that's what I've read.

Cheers.
SkiAdcock is offline  
Old Mar 4, 19, 1:43 pm
  #44  
 
Join Date: Oct 2014
Programs: IHG Spire, Marriott
Posts: 571
Originally Posted by Starwood Lurker View Post
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.
Except I met the 25 stay threshold and was demoted to Gold this week. Called customer service and emailed [email protected] and they had no clue what I was talking about.

William, are you still accepting PM? I tried to reach you but failed.

miloworld is offline  
Old May 19, 19, 9:11 am
  #45  
Suspended
 
Join Date: Dec 2009
Location: En Route
Programs: Many
Posts: 6,799
How to contact the Bonvoy Lurker?

Hello,

I am having a horrible issue with the W West Beverley Hills (a horrible hotel). I showed up Friday 5/17 at 3:30pm, room still not ready. Eventually they found me another room. One of the aircon units would not turn on, the other two weren't working properly. After 2-3 calls, a technician finally came up. He "fixed" the units in that he did nothing with the other 2 and momentarily got the nonfunctioning unit to work. About 5-10 minutes after he left, the unit he got working again crapped out and broke. I called 3 more times and no one came to deal with it or called me back. The repairman also told me the building was UCLA dorms from the 70's, so at this point it became clear this would not be an isolated HVAC issue as the physical plant is just in horrible shape.

Next, I called Bonvoy and they called the manager. The rate was an advance purchase prepay rate, and I said if this is how the hotel is run, I would prefer to just leave if they can refund my stay and we'll call it quits. The manager agreed, with the caveat that the refund couldn't be processed until Monday since the accounting team left for the weekend already (what!?). Later the manager also offered to show me another room, but said that would be 30-45 minutes before I could see it. At this point it had already been 2-3 hours of arguing with the hotel about their broken room after getting off a 12 hour flight. Being certain the HVAC would be non-functioning in the next room and not wanting to waste ANOTHER hour before moving on, I said if the room was not available to see now, then I would prefer to just take the refund and leave. The hotel agreed. I left and booked a new hotel (at greater expense, last minute).

I checked into the new hotel, considered the issue settled, unpleasant, but no great harm done. Today the W emails me and says they have reviewed the matter and since they offered to show me another room and I didn't want it, they have determined they don't owe me a refund and will charge me the full amount. I am baffled. I don't see how you can tell someone "OK, you can leave and we will refund the full amount." Then two days later be like "Kidding! We're charging you 100%." It's not like this was a no-show. I was at the hotel, the hotel failed to provide what was expected, and we both agreed to part ways. I would like Bonvoy to set the hotel straight and quash this nonsense. If lurker is reading this, please inbox me. Thanks.
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