xzh445

Marriott considers this a "win".....Culled one more from the ranks.
Sorry to hear it. Those stays are yours. You EARNED them.

yyznomad

The amount of issues reported on this forum alone is somewhat "staggering", IMHO, as I can't recall seeing anything like this before here on FT, even with other program mergers...

I can only imagine the onslaught that their support staff are experiencing, and the lack of internal support that their support staff are likely experiencing.

lingua101

I think they have drowned....... Sure this may be because people is submitting multiple queries. But I have submitted missing stay claim on 14-Sep and no response at all. Then on 22-Sep I email [email protected] and get an auto repose.

and until now I have not seen my stay is been posted even after more than 1 month.

Is it so difficult to process missing stays?

aussieinsf

Update: I got one email from Marriott. They have now posted an award stay from mid August as a qualifying night. No action on other items. This definitely isn't happening automatically, they appear to only be fixing problems as they receive requests from members (and days/weeks later).

Kacee

Yes, and based on the almost comically nonresponsive form emails they're sending out in response, the reps must be spending a max of like 2 minutes on each inquiry. Can you imagine an eight hour day filled with that?

Multiply say 200 email responses per agent per day by however many agents they have answering emails, and there must be literally thousands of Marriott customers receiving form email responses every day. And they're still weeks behind. Management has to be aware of the scope of the cs nightmare they've created. Which makes the "all together now" nonsense all the more dismaying.

username

The pre-merger transfers I did from SPG on 8/15 never showed up on the other end. Basically the response is "we don't know because our airline transfer team has not told us anything". Being a froontline employee myself, I understand the frustration when people who are not customer-facing are not providing information you need to help the customers.

Some heads have to roll on this and I think unless all these problems translate into real impact on earnings, we are not going to see anything of material to improve / apologize for the mess.

LTN Phobia

Anyone having problems getting their missing points credited?

I am missing about 15,000 pts now from stays that had either missing Green Choice points or Platinum amenity. In fact none of my stays since the merger has credited without something missing from it.

I wrote to them about 2 weeks ago, received a response that it might take up to 10 working days to respond, and I have not heard anything.

By the sound of the various posts above, I guess I'll just have to be patient and wait?

(For what it's worth, a normal Platinum with 50+ nights, Lifetime Platinum from SPG here.)


However, I had four issues on a single stay of just over 12 hours at a Courtyard (which in itself is pretty impressive - I'm not that easy to annoy, and they managed to do it at the rate of every 3 hours) and it was responded to by the hotel within about 2 weeks, after going through the Marriott channel to file a complaint because some were just so avoidable (misleading info on the website + housekeeping issues) and should be prevented in the future.

uanj

Their last response to me was that they are unable to do any manual posting and I need to wait until they fix their system, and no anticipated timeframe for when things will be fixed. I just want to know do I check back in a week, a month, a year.....

I wonder how they would feel in our shoes. It seems they just don't care but I imagine they must, at least a little.

username

IT issues and new development are prioritized. So, if they are not fixing some of the serious issues - not even projecting any dates, you wonder what they are working on.

flying_geek

Luvs2snowbordbut1kSEA

Zelucifer

I do wonder how much of this horrible transition is just because of things we hear from others, the vocal minority. OTOH it seems like they're doing everything they possibly can to annoy and rile up there loyal guests. Isn't the number one rule of addressing a PR issue, actually addressing it? Updating the community on a fairly regular basis makes it, at the very least, seem like you care. This whole transition just projects apathy and incompetence.

MSPeconomist

kaizen7

atojbk

The wait times are horrendous with no guarantee you'll get the help you need. With peak pricing coming, I think I'm done with Starriott tbh. Definitely dont have a positive association with the company ATM.