Plat also under new program - but all existing reservations downgraded to Gold
Sep 20, 2018, 3:19 pm
#31
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,750
Sep 20, 2018, 3:35 pm
#32
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: 35,279
I was referring to the (former) Starwood portfolio as a whole. I will stay in 40-50 properties per year and other than the odd hotel I will visit religiously 2-3 times a year, I rarely will be a regular for more than a couple of months. That’s the entire point of a franchise loyalty programme for me.
Sep 20, 2018, 4:22 pm
#33
Join Date: Apr 2005
Programs: Starwood:Lifetime Platinum, Air Canada:Basic, Asiana:Lifetime Diamond Plus, ANA: Basic
Posts: 980
Before the merger, guests were properly recognized and got the benefits they deserved. Now at least some of us are not. From a guest perspective I do not really differentiate between corporate and a franchisee. Fact is - there was a merger and stuff went to hell after it. I don't really care if corporate got the policy gone, if a hotel franchisee did something wrong or if the mail person forgot to mail them the instruction. I book a Marriott stay and I expect to get the promised benefits.
I do not care if for example my free night certificate disappeared because there is a bug in the code, someone pressed a wrong button, accidentally deposited to a different account etc. Whether the blame lies with a Marriott employee, an IT contractor or let's say an evil hacker. Fact is there is no customer service response beyond "yes wait, we'll fix stuff soon" - which takes 2 weeks to get and of course is useless. Odds are, my certificate will be expired before anyone in the dysfunctional service organization will even try to find it.
Starwood was far from perfect - I have over 1000 SPG nights
Now, there is arrogant, rude, unhelpful customer service that seems to randomly respond with some form letter that has a very loose correlation to the issue at hand. Marriott does not take their customers seriously, does not make a visible effort to address any customer service, does not really apologize for things going wrong.
It is less caring and welcoming than a 1980s communist country.
I really disliked Hilton for the worthless points and huge differences in hotel quality within the same brand. I would never have seriously considered them had I not literally been pushed away by Marriott. And to my great surprise, Hilton actually impressed me. Available customer service, even by chat. Quick and easy escalation of an issue to other people, been recognized as Diamond only a few days after the Aspire card... Maybe I should not be pleased by HHonors but be grateful the local hotel pressed the refresh button...
I do not care if for example my free night certificate disappeared because there is a bug in the code, someone pressed a wrong button, accidentally deposited to a different account etc. Whether the blame lies with a Marriott employee, an IT contractor or let's say an evil hacker. Fact is there is no customer service response beyond "yes wait, we'll fix stuff soon" - which takes 2 weeks to get and of course is useless. Odds are, my certificate will be expired before anyone in the dysfunctional service organization will even try to find it.
Starwood was far from perfect - I have over 1000 SPG nights
Now, there is arrogant, rude, unhelpful customer service that seems to randomly respond with some form letter that has a very loose correlation to the issue at hand. Marriott does not take their customers seriously, does not make a visible effort to address any customer service, does not really apologize for things going wrong.
It is less caring and welcoming than a 1980s communist country.
I really disliked Hilton for the worthless points and huge differences in hotel quality within the same brand. I would never have seriously considered them had I not literally been pushed away by Marriott. And to my great surprise, Hilton actually impressed me. Available customer service, even by chat. Quick and easy escalation of an issue to other people, been recognized as Diamond only a few days after the Aspire card... Maybe I should not be pleased by HHonors but be grateful the local hotel pressed the refresh button...
I don't care if Marriott got hacked by North Korea or if the there are natural disasters or hotel is shut down or even if I am in a war zone. If I show up at the hotel, I demand my benefits! When I tell the customer service to jump, they should be responding "How high?" I don't want to hear excuses or else they are considered arrogant, rude, and unhelpful.
I also really dislike worthless other chains too. But being vocal about by unfulfilled expectations, to my great surprise, I got recognized as a disruptor of harmony, I was upgraded to the local Chinese jail cell. Maybe I shouldn't be pleased by my status recognition, but be grateful the local authorities here help me press the refresh button on myself.
Sep 20, 2018, 5:59 pm
#34
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,331
That's already been done, but the hotels need to refresh the data in their property management systems to see it.
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 saying.