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Direct Number to SPG Plat Line? Being passed off from MR to SPG

Direct Number to SPG Plat Line? Being passed off from MR to SPG

Old Sep 11, 18, 8:34 am
  #1  
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Join Date: Aug 2010
Programs: SPG LT Plat & Plat 100, SWA A+ & CP
Posts: 1,069
Direct Number to SPG Plat Line? Being passed off from MR to SPG

Does anyone have a direct number to the SPG Plat Line? One that works?

Heres the deal.
- Have stays at SPG Peoperties.
- Call the Plat Line listed on my App and they answer within 5 min
- They tell me bacause ifs an SPG hotel, I need to talk to SPG person. They transfer me.
- I sit on hold for 10,15,20 min and I get through.
- for the 3rd time, I talk to someone who does not know what they are doing. Asking me for basic stuff like email, name, phone number, taking 10 min to find my reservation. Asking me to spell ďVirginia BeachĒ.
- Get nowhere. Ask for SPG Plat Line. They give me a number.
- I Call Plat Line and proceed to hold for 50 min and hang up.
- I Call hotel directly and their systems are down.

Who the the heck do we call for SPG Plat service??? Itís obvious that there are two sides of the house and MRR passing SPG calls to different people. Fiasco.

whatís frustrating is they had over a year to figure this out.
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jb3t is offline  
Old Sep 11, 18, 9:29 am
  #2  
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Join Date: Oct 2000
Location: Anywhere warm
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I have the same experience as you. You've tried all the workarounds that I know. Now, I start with the SPG plat number so at least I cut out the wait on the Marriott line. I know if the issue is with a Starwood property, I will be transferred. The agents seem to have no ability to work across brand lines.
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Old Sep 11, 18, 3:01 pm
  #3  
 
Join Date: Aug 2017
Posts: 29
I recall seeing the Platinum numbers listed in the Rewards T&Cs
Brosson is offline  
Old Sep 11, 18, 7:50 pm
  #4  
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Originally Posted by Brosson View Post
I recall seeing the Platinum numbers listed in the Rewards T&Cs
The numbers listed in the new Starriott T&Cs seem to go to a black hole and are are not answered for hours and hours. I'v been on hold (via speakerphone in my office) for up to almost four hours without anyone answering the call and without ever getting an estimate of how long the hold time will be or an offer for a callback. There's also never a prompt to enter one's account number, so I can only assume that all such calls are being sent to some general queue at best, with no elite priority or goal to send elite calls to more experienced agents.

If you're attempting to make a reservation and cannot do so on one of the Starriott websites, the best solution is to call Hyatt, Hilton, IC, etc. instead. Unfortunately.
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Old Sep 12, 18, 9:53 am
  #5  
Company Representative - Starwood
 
Join Date: Nov 2000
Location: Austin, Texas
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Our apologies for any inconvenience. Call volume is very high at the moment, but as far as I am aware, you can still call 888-625-4991 to reach a Platinum Concierge associate or send them an email to [email protected].

I would only recommend using this for legacy SPG inquiries. Otherwise, they might have to transfer you to a legacy MR associate.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
Starwood Lurker is offline  
Old Sep 12, 18, 8:04 pm
  #6  
 
Join Date: Apr 2001
Posts: 1,468
Today I called the SPG Platinum Line, and spoke to a person who was not a Plat agent. He said that the Plat Line phone number had been discontinued.

I had to update my credit card details against an existing resveration. Normally I would do this on the web, but the website is so shaky I didn't want to risk losing my two hotel reservations.

He claimed that he could not look up my reservations unless I gave him a booking number.

This agent was so unprofessional that I was worried my confirmed reservations would be cancelled due to either malice or ineptness. The conversation ended when he hung up on me midsentence.
Globehopper is offline  
Old Sep 13, 18, 1:50 am
  #7  
 
Join Date: Apr 2015
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Originally Posted by Globehopper View Post
Today I called the SPG Platinum Line, and spoke to a person who was not a Plat agent. He said that the Plat Line phone number had been discontinued.

I had to update my credit card details against an existing resveration. Normally I would do this on the web, but the website is so shaky I didn't want to risk losing my two hotel reservations.

He claimed that he could not look up my reservations unless I gave him a booking number.

This agent was so unprofessional that I was worried my confirmed reservations would be cancelled due to either malice or ineptness. The conversation ended when he hung up on me midsentence.
So did you do as you were told and called back with your reservations numbers? Your story seems incomplete and not making sense. ​​​​​​
joakgarp is offline  
Old Sep 13, 18, 7:52 am
  #8  
 
Join Date: Mar 2011
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Originally Posted by Starwood Lurker View Post
Our apologies for any inconvenience. Call volume is very high at the moment, but as far as I am aware, you can still call 888-625-4991 to reach a Platinum Concierge associate or send them an email to [email protected].

I would only recommend using this for legacy SPG inquiries. Otherwise, they might have to transfer you to a legacy MR associate.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
Thanks for that number as I have struggled to find a contact for any sort of Platinum Line via the Marriott website and called an apparently free number for Hong Kong but they automated messages were only in Mandarin then English, when in Hong Kong they should also have Cantonese so I was worried that I was actually called a Mainland Chinese line. I really liked the SPG Platinum line because when calling from your phone it would recognise your SPG number (I am not sure what mine actually is right now with old and new numbers floating around) and queries such as the one below in this thread where confirmation numbers were required could be resolved by asking for dates of stay etc under your profile. The Marriott customer service, in my view, is rather cold and unwelcoming. I havenít actually managed to speak to anyone yet due to crazy waiting times.

Please fight for the continuation of a dedicated Platinum line that recognises our membership number when calling from our mobiles.

One thing I also find annoying (even under old SPG) is that in most places where your membership appears on the app, you canít copy it (useful when writing emails on the go) and you have to memorise it to include in correspondence. A simple copy function would be useful. Thanks.
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yorkboy24 is offline  
Old Sep 13, 18, 9:02 am
  #9  
 
Join Date: Nov 2012
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Originally Posted by yorkboy24 View Post


Thanks for that number as I have struggled to find a contact for any sort of Platinum Line via the Marriott website and called an apparently free number for Hong Kong but they automated messages were only in Mandarin then English, when in Hong Kong they should also have Cantonese so I was worried that I was actually called a Mainland Chinese line. I really liked the SPG Platinum line because when calling from your phone it would recognise your SPG number (I am not sure what mine actually is right now with old and new numbers floating around) and queries such as the one below in this thread where confirmation numbers were required could be resolved by asking for dates of stay etc under your profile. The Marriott customer service, in my view, is rather cold and unwelcoming. I havenít actually managed to speak to anyone yet due to crazy waiting times.

Please fight for the continuation of a dedicated Platinum line that recognises our membership number when calling from our mobiles.

One thing I also find annoying (even under old SPG) is that in most places where your membership appears on the app, you canít copy it (useful when writing emails on the go) and you have to memorise it to include in correspondence. A simple copy function would be useful. Thanks.
That's because Marriott diverts calls to a call centre in Canton where proper English is not spoken.
Isochronous is offline  
Old Sep 13, 18, 5:12 pm
  #10  
 
Join Date: Mar 2011
Programs: Accor Platinum, SPG Platinum
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Originally Posted by Isochronous View Post
That's because Marriott diverts calls to a call centre in Canton where proper English is not spoken.
Not even Cantonese is spoken! Itís rather disrespectful of Hong Kong! All other customer service here will include Cantonese.
yorkboy24 is offline  
Old Sep 14, 18, 2:47 pm
  #11  
 
Join Date: Sep 2010
Location: YVR
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With SPG you used to get a human right away. With Marriott first you have to listen to them telling you about the combined program, then use their speech system, then enter your number. Very frustrating.
yvr76 is offline  
Old Sep 15, 18, 5:53 am
  #12  
 
Join Date: Jun 2008
Location: Ottawa
Programs: AC MM SE; SPG Plat; Hilton Gold
Posts: 246
impossible to use the SPG platinum number

I have tried five times calling the number on the back of my card which is the same as in the William Sanders post above. I always used to get at SPG person within a minute or two at most two. With all of the enhancements from the merger, I have waited between five and 10 minutes before hanging up each time.

I have a free night due to my spending on my American Express SPG card. But I believe you can only access that by calling SPG . It becomes a farce when is impossible to call. I guess my next complaint will be to American Express that their card is nowvery devalued Since the free night after 40,000 of spending now seems to be illusory.
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