Several months on - how are they doing?
Oct 22, 2018, 6:49 pm
#181
Join Date: Dec 2014
Location: Bangkok
Programs: Marriott Bonvoy Titanium, BAEC Silver, TK Miles & Smiles Elite
Posts: 2,210
I have this at one of my recent stays at a former SPG. The Extra line only shows 2000 points (I assume the promo) when it should show 3000 (+1000 welcome points).
I'm in contact with the hotel management and have sent them screenshots of their posting and my subsequent stay at the JW Jakarta to show what 3000 Extra points looks like.
I've not had a root cause analysis from them yet. Currently I'm assuming it's human error so I don't want to name and shame but who knows really. I met the GM when there but don't want to bother him with such a trivial issue if the managers cannot resolve it. So I'll try the Platinum line if it's not done soon.
I'm in contact with the hotel management and have sent them screenshots of their posting and my subsequent stay at the JW Jakarta to show what 3000 Extra points looks like.
I've not had a root cause analysis from them yet. Currently I'm assuming it's human error so I don't want to name and shame but who knows really. I met the GM when there but don't want to bother him with such a trivial issue if the managers cannot resolve it. So I'll try the Platinum line if it's not done soon.
Another data point. My stay (checkout on Sunday morning) for two nights at the Aloft Guangzhou posted yesterday with the correct 2000 bonus points in the Extra line (I traded the welcome points for breakfast). They posted a little strangely. In the afternoon the points appeared in my total balance. But nothing in the YTD nights or the Account Activity. Then by this morning the nights were also there and the post appeared in my Account Activity. This was all on the app.
I'm reasonably confident now that my points and stays are functioning correctly. Each hotel has the correct (new) SPG/Marriott account number and status (PPE) when I check in. I'm still reliably getting stays and points posted 24-48 hours after each stay which was my experience under SPG.
Only 1000 missing welcome points from LeM Saigon at the moment.
Oct 22, 2018, 6:55 pm
#182
In Memoriam, FlyerTalk Evangelist
Join Date: Jul 2002
Location: Durham, NC (RDU/GSO/CLT)
Programs: AA EXP/MM, DL GM, UA Platinum, HH DIA, Hyatt Explorist, IHG Platinum, Marriott Titanium, Hertz PC
Posts: 33,857
My treatment as a post-merger Platinum seems to be better than it was as a pre-merger Gold. I think when the hotels hear "Platinum" they revert back to their original training where Platinum was a higher status. But I've got more suite upgrades and better treatment than I was the last few years as a Marriott Gold.
That said, I have to carefully watch my account after stays to make sure my stays post and they post properly. That part I don't like.
That said, I have to carefully watch my account after stays to make sure my stays post and they post properly. That part I don't like.
Oct 22, 2018, 7:34 pm
#183
Join Date: Feb 2013
Location: New York (Brooklyn)
Programs: Delta Gold, Marriott Lifetime Platinum, Hilton Diamond
Posts: 441
My stay on points (but I should still get credit for the nights) at the Cosmopolitan last weekend still hasn’t posted nor have the 1,000 welcome points. So I will fill out a missing stay request and book more paid stays at Hilton and Hyatt where I don’t have to fill out missing stay forms
Oct 22, 2018, 7:42 pm
#184
Join Date: Feb 2017
Programs: DL DM, UA Gold, Alaska MVP, Bonvoy (lol) Ambassador
Posts: 2,994
My stay on points (but I should still get credit for the nights) at the Cosmopolitan last weekend still hasn’t posted nor have the 1,000 welcome points. So I will fill out a missing stay request and book more paid stays at Hilton and Hyatt where I don’t have to fill out missing stay forms
They're a mess. I walked out the door after they scanned my driver's license without my consent and booked somewhere else.
Oct 22, 2018, 8:36 pm
#185
Join Date: Oct 2016
Posts: 141
My treatment as a post-merger Platinum seems to be better than it was as a pre-merger Gold. I think when the hotels hear "Platinum" they revert back to their original training where Platinum was a higher status. But I've got more suite upgrades and better treatment than I was the last few years as a Marriott Gold.
That said, I have to carefully watch my account after stays to make sure my stays post and they post properly. That part I don't like.
That said, I have to carefully watch my account after stays to make sure my stays post and they post properly. That part I don't like.
That sentence doesn’t make much sense but you know what I mean.
Oct 23, 2018, 8:29 pm
#186
Join Date: Apr 2001
Posts: 1,473
Near end of October - issues still exist. What is Marwood IT waiting for?
Since the shotgun mashup, I've been unable to see any account activity showing:
- Make a Green Choice Points at a mid September Westin Hotel stay.
- Compensation points offered by that same hotel for service issues.
- Room service spending associated with that same hotel (it was an award night stay).
- Platinum amenity posting.
I've been so PO'ed by the takeover that I've diverted stays to other hotels, including those where I have 0 status. Quite liberating actually.
With the help of Starwood Lurker, at least my Lifetime Platinum status now displays consistently. Before it was hit or miss.
It's been 2 months. What is taking so long, considering that Marriott IT has had 2 years to plan for this (dis)integration?
- Make a Green Choice Points at a mid September Westin Hotel stay.
- Compensation points offered by that same hotel for service issues.
- Room service spending associated with that same hotel (it was an award night stay).
- Platinum amenity posting.
I've been so PO'ed by the takeover that I've diverted stays to other hotels, including those where I have 0 status. Quite liberating actually.
With the help of Starwood Lurker, at least my Lifetime Platinum status now displays consistently. Before it was hit or miss.
It's been 2 months. What is taking so long, considering that Marriott IT has had 2 years to plan for this (dis)integration?
Oct 23, 2018, 9:02 pm
#187
Join Date: Dec 2014
Location: Bangkok
Programs: Marriott Bonvoy Titanium, BAEC Silver, TK Miles & Smiles Elite
Posts: 2,210
The missing 1000 welcome points seems to be very common and individual hotels appear to be able to do nothing about it.
Despite all my stays, nights and points posting 24-36 hours after checking out, I have 2 x 1000 missing welcome points from LeM Saigon and now from the W Guangzhou.
Both hotels emailed me after the stay asking for feedback and so I raised these missing points directly with them and they both have responded that they will investigate it. Yet, nothing changes.
Does anyone have any insight into what hotels actually post on their system. Is this due to human error at the points of posting or is it an automated process linked to the reservation that is posting incorrectly?
Despite all my stays, nights and points posting 24-36 hours after checking out, I have 2 x 1000 missing welcome points from LeM Saigon and now from the W Guangzhou.
Both hotels emailed me after the stay asking for feedback and so I raised these missing points directly with them and they both have responded that they will investigate it. Yet, nothing changes.
Does anyone have any insight into what hotels actually post on their system. Is this due to human error at the points of posting or is it an automated process linked to the reservation that is posting incorrectly?
Oct 23, 2018, 9:06 pm
#188
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
after 2 months, I finally received an email reply from Internet Customer Care on the topic of my missing stay on 18-20 Aug, which has now been credited (after I tried all the avenue). And what is the most annoying is their reply.
this is direct copy and paste from the email.
they are now 1 program and yet they telling me sorry I am M and I cannot post S. Should he seek internal help and make sure this happen rather than replying such rubbish email?
And this is after almost 2.5 months now.
btw any one has the email address of marriott CEO. maybe I should forward that email to him
this is direct copy and paste from the email.
Unfortunately, we still are not able to credit stays from Starwood Hotels, I offer you a sincere apologize for this inconvenience.
In order to be assisted with your request access to the following link to check which phone line you may call depending of your location.
https://www.marriott.com/help/reward...mi?program=spg
Thank you for choosing Marriott.
In order to be assisted with your request access to the following link to check which phone line you may call depending of your location.
https://www.marriott.com/help/reward...mi?program=spg
Thank you for choosing Marriott.
And this is after almost 2.5 months now.
btw any one has the email address of marriott CEO. maybe I should forward that email to him
Last edited by lingua101; Oct 24, 2018 at 12:07 am
Oct 23, 2018, 9:18 pm
#189
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
after 2 months, I finally received an email reply from Internet Customer Care on the topic of my missing stay on 18-20 Aug, which has now been credited (after I tried all the avenue). And what is the most annoying is their reply.
this is direct copy and paste from the email.
they are now 1 program and yet they telling me sorry I am M and I cannot post S. Should he seek internal help and make sure this happen rather than replying such rubbish email?
And this is after almost 2.5 months now.
this is direct copy and paste from the email.
they are now 1 program and yet they telling me sorry I am M and I cannot post S. Should he seek internal help and make sure this happen rather than replying such rubbish email?
And this is after almost 2.5 months now.
I read that some have had problems with legacy SPG properties crediting points properly but the inconsistent nature of it seems to suggest it might not be Marriott IT ... it might be the legacy SPG properties. It's clear that there is some resistance by legacy SPG GM's to some of the new benefits and the GM's at the legacy SPG properties I've stayed at certainly don't appear to have done any training on the new levels.
Oct 23, 2018, 9:43 pm
#191
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,172
I've had 15 stays since 10/1 (I'm ignoring August). 5 of those stays have been legacy SPG and 10 legacy Marriott. 13 of the stays posted in a timely manner. 2 of the stays (both at the same Sheraton on different trips) did not. My spend and bonus points credited properly at all the properties.
I read that some have had problems with legacy SPG properties crediting points properly but the inconsistent nature of it seems to suggest it might not be Marriott IT ... it might be the legacy SPG properties. It's clear that there is some resistance by legacy SPG GM's to some of the new benefits and the GM's at the legacy SPG properties I've stayed at certainly don't appear to have done any training on the new levels.
I read that some have had problems with legacy SPG properties crediting points properly but the inconsistent nature of it seems to suggest it might not be Marriott IT ... it might be the legacy SPG properties. It's clear that there is some resistance by legacy SPG GM's to some of the new benefits and the GM's at the legacy SPG properties I've stayed at certainly don't appear to have done any training on the new levels.
Oct 23, 2018, 10:31 pm
#192
Join Date: Mar 2017
Location: British Columbia
Programs: AS MVPG100K, Marriott Marriott Titanium Elite, Hilton Gold
Posts: 7,263
My treatment as a post-merger Platinum seems to be better than it was as a pre-merger Gold. I think when the hotels hear "Platinum" they revert back to their original training where Platinum was a higher status. But I've got more suite upgrades and better treatment than I was the last few years as a Marriott Gold
One SPG failed to offer a Welcome gift. I successfully collected the $100 USD compensation.
Points posted within 2 days of stay. One or two missed Welcome Points. Oh, well! I haven't bothered to follow up. Not worth my time. No frustration, no stress.
James
Oct 23, 2018, 10:44 pm
#193
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
My treatment as a post-merger Platinum Premiere seems to be better than it was as a pre-merger Platinum. 9 stays, 5 Marriott, 4 SPG, 15 nights, 4 continents in September. Upgrades with Marriott 100%. Upgrades with SPG 0%. Only 1 upgrade EVER with SPG since status matching and linking. Snobbish to Marriott Elites has always been my experience.
One SPG failed to offer a Welcome gift. I successfully collected the $100 USD compensation.
Points posted within 2 days of stay. One or two missed Welcome Points. Oh, well! I haven't bothered to follow up. Not worth my time. No frustration, no stress.
James
One SPG failed to offer a Welcome gift. I successfully collected the $100 USD compensation.
Points posted within 2 days of stay. One or two missed Welcome Points. Oh, well! I haven't bothered to follow up. Not worth my time. No frustration, no stress.
James
Oct 23, 2018, 11:41 pm
#194
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
I've had 15 stays since 10/1 (I'm ignoring August). 5 of those stays have been legacy SPG and 10 legacy Marriott. 13 of the stays posted in a timely manner. 2 of the stays (both at the same Sheraton on different trips) did not. My spend and bonus points credited properly at all the properties.
I read that some have had problems with legacy SPG properties crediting points properly but the inconsistent nature of it seems to suggest it might not be Marriott IT ... it might be the legacy SPG properties. It's clear that there is some resistance by legacy SPG GM's to some of the new benefits and the GM's at the legacy SPG properties I've stayed at certainly don't appear to have done any training on the new levels.
I read that some have had problems with legacy SPG properties crediting points properly but the inconsistent nature of it seems to suggest it might not be Marriott IT ... it might be the legacy SPG properties. It's clear that there is some resistance by legacy SPG GM's to some of the new benefits and the GM's at the legacy SPG properties I've stayed at certainly don't appear to have done any training on the new levels.
Well you have made a conclusion that there is resitence from the legacy SPG GM. Perhaps no proper training has been provided?
You look on the reply from the Marriott dude, to me this is poor training..... There is still We/Us (Marriott) and Them (SPG) attitude even within the Marriott legacy organization.....
Oct 24, 2018, 1:50 am
#195
Company Representative - Starwood
Join Date: Aug 2011
Programs: SPG
Posts: 713
The missing 1000 welcome points seems to be very common and individual hotels appear to be able to do nothing about it.
Despite all my stays, nights and points posting 24-36 hours after checking out, I have 2 x 1000 missing welcome points from LeM Saigon and now from the W Guangzhou.
Both hotels emailed me after the stay asking for feedback and so I raised these missing points directly with them and they both have responded that they will investigate it. Yet, nothing changes.
Does anyone have any insight into what hotels actually post on their system. Is this due to human error at the points of posting or is it an automated process linked to the reservation that is posting incorrectly?
Despite all my stays, nights and points posting 24-36 hours after checking out, I have 2 x 1000 missing welcome points from LeM Saigon and now from the W Guangzhou.
Both hotels emailed me after the stay asking for feedback and so I raised these missing points directly with them and they both have responded that they will investigate it. Yet, nothing changes.
Does anyone have any insight into what hotels actually post on their system. Is this due to human error at the points of posting or is it an automated process linked to the reservation that is posting incorrectly?
If you would like us to follow up with missing welcome points issue, please PM us your information.
Best Regards,
Abbey Liu
Specialist, Social Media
Marriott International
[email protected]