marlee1421

As of last week, my last 5 stays from early November into mid December have not posted. Inept Marriott IT situation continues. E-mail from loyalty VP thanking everyone for their patience while the problems are not being addressed. Wonder if he ever comes down from his ivory tower office to see what his members are experiencing. As someone said in a previous post PITA that tests the loyalty of its members.

decentmove

I'm in the same boat. Well, almost. Have not submitted my claims yet and both my accounts are still totally separate. Was thinking of submitting my claims within the next days, then wait for the corrections to post, then screencopies, and only then do the combination thing. But time is running and reading about your experience I don't think things will get posted correctly before I will have to go ahead with the combination. Which is, latest on the last day of this year!

Flying for Fun

I combined my accounts on Agust 31st with no issues. Since then, I have had 15 stays and 27 nights all of which posted correctly within a day or two of checking out. I have spent exactly zero minutes on the Phone with Marriott since the merger. I had no issues choosing 5 SNA after combining my accounts as a Platinum and choosing the 40K Free night award at Platinum Premiere. I am at 90 nights this year but not enough spend for Ambassador status. Not sure I would want one anyways. I redeemed an OC 8 travel package and attached it to an OC 8 property which is a NC 5 in Australia prior to the merger. That is still entact. I have no desire to detach and try to game the system for an upgrade nor terribly concerned if I don't get 30K points back. I look at it as insurance for securing a $2500 savings on a reservation that fits my needs. No stress here.

Sorry to hear that others are having difficulties.

James

KosherKimchee

Anyone have any thoughts on the best way to request missing Platinum amenity points? SPG.com used to make this so easy but Marriott website doesnt give option for just submitting request for JUST missing points even with a posted stay.

krazykanuck

4 Marriott stays in the last month. The 2 from Europe didn't post, the 2 from North America did, and for some extra fun 1 was in Calgary and they billed my credit card for the stay despite it being a points award.

cln

No stays posting since dec....
I have many bookings spanning almost the entire next 2 months at marriott hotels. I worry I'll hsvr to follow up on all. I'll wait some more days and will then start to cancel my flexible bookings...

Hiltons q1 promo was just announced at the right time

Biscuittin

Stayed at a Sheraton property in South America. No stay credit and no points were posted. After several attempts (their mailbox was full for ages) I finally managed to submit a request for the missing points via the link on the Marriott website. I eventually got the following response. I thought it was comical.

"The folio you have sent is in the language which we can not understand. If you have a folio in english language so please do share with us so that we can add eligible credits to your account."

I'm not sure why the onus is on the guest who already provided a MR number to the hotel yet failed to be credited and who has taken the time to submit the hotel folio as substantiation now needs to have it translated into English for Marriott, but there it is.

zebranz

These people need help....
I had a submission for missing stay at Sheraton, SCL. Then I get an email back staying bookings through 3rd parties are not qualified stays. My reservation was with through SPG website and I had a BRG approved by SPG. Then I get an email saying there is no record of staying at a different hotel. Of course the folio I emailed shows the right hotel- duh. Sent two follow up email asking for status- no replies.

GrayAnderson

My immediate thought would be to manually type up the text (in the foreign language) and run it through Google translate (or, if it is an electronic folio and not a PDF, run it through GTranslate) and send both in alongside one another.

That being said, if the property wasn't in Brazil (which is a bit easier to understand), I feel like "no hablo espanol" isn't really much of an excuse these days.

Edit: Twitter might be worth a shot.

Kacee

That is unfreakinbelievable.

mikeef

The irony being that whomever sent the email from Marriott clearly doesn't speak much English, either.

This post is definitely in the running for corporate screw-up of the year.

Mike

chitraveler1975

Clearly the new standard of customer service is that of the horrible rep I spoke with today, who told me:
- the hotel is always right, not the customer
- the published terms and conditions mean whatever she interprets them to mean
- if I challenge her, she will write disparaging remarks in my account

I would be ready to abandon ship here but for my relationship with a number of excellent legacy starwood hotels I visit frequently - anyone have any experience migrating to Hyatt?

Finkface

While the rep should have approached it better, both the hotel and the rep were correct in this case. Check your other thread https://www.flyertalk.com/forum/marr...r-service.html. I posted a link and an excerpt from the T&C.

TerryK

Did you book your stay on spg.com but stayed after system migration? I had same issue where my BRG approved rate was from spg.com but system migration changed it to third party rate. I finally got a one-time-exception after multiple emails and phone calls, albeit with less points than I should have received. Both the hotel and Rewards rep insisted that I booked via third party and do not qualify for stay/points credit. I asked them which third party I booked from but they kept repeating that I booked via third party without identifying which third party.

decentmove

Wow. Can it get any worse!? That's the lowest blow I've read about in a while amidst all the other nuisances coming forward with the whole thing. Couldn't you prove anything to them with the help of your reservation confirmations which you received by e-mail?