Jan 5, 2022, 4:44 pm
Marriott Bonvoy Lurker(s) - How to Contact (Combined Threads)
Sep 2, 2018, 6:35 pm
#1
Original Poster
Join Date: Sep 2006
Posts: 524
Marriott Bonvoy Lurker(s) - How to Contact (Combined Threads)
I merged Marriott and SPG and my 300k Starwood points got deleted. Zero balance showing in joint account. Marriott customer service has been giving me the runaround and I am getting concerned that I will never see these points reinstated. Is William or another Starwood Lurker still around to look into these issues? I do not trust Marriott customer support at this point. This has been a terrible transition and really should have been user-tested by Marriott's IT department.
Thank you.
Thank you.
Sep 2, 2018, 6:39 pm
#2
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 31,007
William is here - contacted me yesterday based on a post about a Marriott CSR failure - I hadn't even reached out to him. If you saw his out-of-office note, he was away for several weeks and just returned, so I'm sure he's plowing through hundreds/thousands of contacts.
Have you tried PM/email at the address he always lists (or any of the multiple lurkers here)?
(btw - I assure you it was tested.)
Have you tried PM/email at the address he always lists (or any of the multiple lurkers here)?
(btw - I assure you it was tested.)
Sep 2, 2018, 7:04 pm
#3
Original Poster
Join Date: Sep 2006
Posts: 524
William is here - contacted me yesterday based on a post about a Marriott CSR failure - I hadn't even reached out to him. If you saw his out-of-office note, he was away for several weeks and just returned, so I'm sure he's plowing through hundreds/thousands of contacts.
Have you tried PM/email at the address he always lists (or any of the multiple lurkers here)?
(btw - I assure you it was tested.)
Have you tried PM/email at the address he always lists (or any of the multiple lurkers here)?
(btw - I assure you it was tested.)
Sep 2, 2018, 7:13 pm
#4
Join Date: May 2012
Location: YOW
Programs: UA*1K, Marriott Titanium (LTP), Hilton Gold, Hertz PC
Posts: 1,665
Sep 2, 2018, 7:44 pm
#5
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: 52,139
Sep 2, 2018, 8:32 pm
#7
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: 52,139
Sep 3, 2018, 6:12 am
#8
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,404
Sep 3, 2018, 9:05 am
#9
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: 52,139
Sep 3, 2018, 11:14 am
#10
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 31,007
EDIT: There indeed was.. I've exercised FT's search function enough now - I won't bother finding William's start date. Suffice it to say that to many on FT, he's still the "original".
It is with great pleasure that we introduce Starwood Lurker. As many of you know, Jae Knowlton has been “lurking” on the Starwood Forum for a while now, representing Starwood Preferred Guest Member Services. In an effort to better serve our friends on Flyer Talk, we are expanding into all aspects of Starwood Hotels and Resorts customer service, not limiting ourselves to Starwood Preferred Guest postings.
Along with our new screen name, we also have a new e-mail address that is exclusively for use by FTers. That address is mailto:[email protected]@S tarwoodHotels.com</A> . When writing to this address, we ask that you make the subject line of your e-mail "Guest Forum". Starwood Lurker is a member of Starwood’s E-Communications team. We urge each of you to use this new e-mail address when corresponding with us. For those of you that have been corresponding with Jae directly, he will be glad to continue assisting your needs. It has been a pleasure serving you and we look forward to continuing to serve you in the future.
Along with our new screen name, we also have a new e-mail address that is exclusively for use by FTers. That address is mailto:[email protected]@S tarwoodHotels.com</A> . When writing to this address, we ask that you make the subject line of your e-mail "Guest Forum". Starwood Lurker is a member of Starwood’s E-Communications team. We urge each of you to use this new e-mail address when corresponding with us. For those of you that have been corresponding with Jae directly, he will be glad to continue assisting your needs. It has been a pleasure serving you and we look forward to continuing to serve you in the future.
Last edited by CPRich; Sep 3, 2018 at 11:34 am
Sep 3, 2018, 2:32 pm
#11
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
Can the Lurkers or SPG Champion email assist with a Marriott property issue? Tired of the wait times on the phone and I've already called them twice about this, only to be showered with points (Marriott seems insanely more liberal about giving out points over the phone, unasked for) but still not getting my night credit, or a response from the hotel.
thank you
thank you
Sep 3, 2018, 2:56 pm
#12
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Can the Lurkers or SPG Champion email assist with a Marriott property issue? Tired of the wait times on the phone and I've already called them twice about this, only to be showered with points (Marriott seems insanely more liberal about giving out points over the phone, unasked for) but still not getting my night credit, or a response from the hotel.
thank you
thank you
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Sep 3, 2018, 8:10 pm
#13
Join Date: Apr 2017
Programs: Bonvoy ambassador - lifetime plat / Hilton diamond / hyatt globalist / AA CK baby!
Posts: 882
It would depend upon the nature of the issue. If this is related to a missing night credit from on or before August 18th, we wouldn't be able to help with that as these are being processed by the IT team. But, any other inquiries can be sent to the email address below.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Just FYI, the membership here is expecting you to single handedly salvage the entire merger process for SPGers!
Suffice it to say your contributions have been missed these last few weeks. some took it as a sign of things to come after the problems reported after the 18th. Glad to see that this assumption was wrong...
Since you are in this thread and mentioned the issue, any ideas as to a time frame for fixing the night count (or any other known issue)? The offical company line has been 'give it a few days' - obviously few days have been given and then some
Sep 4, 2018, 1:13 pm
#14
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
welcome back William!
Just FYI, the membership here is expecting you to single handedly salvage the entire merger process for SPGers!
Suffice it to say your contributions have been missed these last few weeks. some took it as a sign of things to come after the problems reported after the 18th. Glad to see that this assumption was wrong...
Since you are in this thread and mentioned the issue, any ideas as to a time frame for fixing the night count (or any other known issue)? The offical company line has been 'give it a few days' - obviously few days have been given and then some
Just FYI, the membership here is expecting you to single handedly salvage the entire merger process for SPGers!
Suffice it to say your contributions have been missed these last few weeks. some took it as a sign of things to come after the problems reported after the 18th. Glad to see that this assumption was wrong...
Since you are in this thread and mentioned the issue, any ideas as to a time frame for fixing the night count (or any other known issue)? The offical company line has been 'give it a few days' - obviously few days have been given and then some
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Sep 4, 2018, 1:54 pm
#15
Join Date: Nov 2007
Location: DFW
Programs: Marriott Lifetime Titanium, HH Gold, AA Lifetime Gold, United Silver, BA Gold
Posts: 864
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