Opened complaint about email fiasco with Marriott Consumer Affairs
Oct 19, 2018, 3:33 pm
#1
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Opened complaint about email fiasco with Marriott Consumer Affairs
I wasn’t sure if this was appropriate to post anywhere else, so mods are welcome to move this if appropriate.
On Wednesday, I finally got fed up with the new hotel email domain changes and email contact issues causing a fiasco whenever trying to email legacy SPG hotels—even when just replying to emails already received. I called and left a forthright voicemail message of complaint for David Flueck, Marriott Sr VP of Loyalty.
For those who don’t know. Marriott foolishly changed the email domains for various legacy SPG hotel brands and stupidly didn’t properly provide for automatic forwarding from the original domains:
stregis.com was changed to stregishotels.com
luxurycollection.com was changed to theluxurycollectionhotels.com
The net result is a complete breakdown in customer contact and follow-up service via email with these hotels. It’s unacceptable and needs to be immediately addressed and corrected IMO.
(It’s also a complete tragedy that email addresses are no longer included on the main Marriott.com page for each hotel property. Previous SPG hotel website pages always included those email addresses of note for ease of contact.)
Well, today I got a call from the Marriott Department of Consumer Affairs in Omaha. I spoke with a representative who will be relaying these issues and following up with me in due course.
I will update this thread with any further information and responses I get via Marriott. Suffice to say that I’m at least pleased to see Marriott trying to listen and respond to my complaint. Here’s hoping that progress can be achieved sooner than later.
On Wednesday, I finally got fed up with the new hotel email domain changes and email contact issues causing a fiasco whenever trying to email legacy SPG hotels—even when just replying to emails already received. I called and left a forthright voicemail message of complaint for David Flueck, Marriott Sr VP of Loyalty.
For those who don’t know. Marriott foolishly changed the email domains for various legacy SPG hotel brands and stupidly didn’t properly provide for automatic forwarding from the original domains:
stregis.com was changed to stregishotels.com
luxurycollection.com was changed to theluxurycollectionhotels.com
The net result is a complete breakdown in customer contact and follow-up service via email with these hotels. It’s unacceptable and needs to be immediately addressed and corrected IMO.
(It’s also a complete tragedy that email addresses are no longer included on the main Marriott.com page for each hotel property. Previous SPG hotel website pages always included those email addresses of note for ease of contact.)
Well, today I got a call from the Marriott Department of Consumer Affairs in Omaha. I spoke with a representative who will be relaying these issues and following up with me in due course.
I will update this thread with any further information and responses I get via Marriott. Suffice to say that I’m at least pleased to see Marriott trying to listen and respond to my complaint. Here’s hoping that progress can be achieved sooner than later.
Oct 19, 2018, 3:41 pm
#2
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Thanks for escalating that issue.
Its a silly move and hard to understand but ... the reality is complaints here don't do anything so hopefully this will result in some attention. It's also nice to know that you received a call back! Curious -- did you leave your account number so they would be able to see you're a key customer?
Its a silly move and hard to understand but ... the reality is complaints here don't do anything so hopefully this will result in some attention. It's also nice to know that you received a call back! Curious -- did you leave your account number so they would be able to see you're a key customer?
Oct 19, 2018, 3:51 pm
#3
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Thanks for escalating that issue.
Its a silly move and hard to understand but ... the reality is complaints here don't do anything so hopefully this will result in some attention. It's also nice to know that you received a call back! Curious -- did you leave your account number so they would be able to see you're a key customer?
Its a silly move and hard to understand but ... the reality is complaints here don't do anything so hopefully this will result in some attention. It's also nice to know that you received a call back! Curious -- did you leave your account number so they would be able to see you're a key customer?
I also did refer the rep to FlyerTalk and indicated that it was a mounting location for many elites venting similar frustrations on these issues.
Oct 19, 2018, 5:57 pm
#4
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Oct 19, 2018, 7:03 pm
#5
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What kind of idiots are running things at Marriott if they change email domains and don't even put forwarding in place from the old to the new, let alone publish the new emails? wow.
Oct 19, 2018, 7:27 pm
#6
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Its a long standing (and ridiculous) Marriott policy NOT to facilitate email contact with hotels. This move was entirely deliberate on their behalf.
Oct 19, 2018, 7:34 pm
#7
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This reminds me of those old white guys on Capitol Hill questioning tech execs, completely oblivious as to how social media and the internet works for so many. Marriott’s senior leadership are just like that. Bill Marriott trying out his first Edition and being surprised the market has changed to include and promote such new ideas and approaches.
Oct 19, 2018, 8:01 pm
#8
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I've always felt that Marriott was withholding by not putting the email addresses of hotels on their site. It's very irritating. Marriott also used to have a program called "along the route". It was a great program. You could map out your route for a road trip and all of their hotels would show up along the way so you could organize which hotel you might want to book. Now, if you are doing a road trip, you have to figure out where you might like to stay and guess if there is a Marriott in that town.
Oct 19, 2018, 9:46 pm
#9
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I've always felt that Marriott was withholding by not putting the email addresses of hotels on their site. It's very irritating. Marriott also used to have a program called "along the route". It was a great program. You could map out your route for a road trip and all of their hotels would show up along the way so you could organize which hotel you might want to book. Now, if you are doing a road trip, you have to figure out where you might like to stay and guess if there is a Marriott in that town.
Oct 20, 2018, 1:24 am
#10
formerly fdemoulin
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I wasn’t sure if this was appropriate to post anywhere else, so mods are welcome to move this if appropriate.
On Wednesday, I finally got fed up with the new hotel email domain changes and email contact issues causing a fiasco whenever trying to email legacy SPG hotels—even when just replying to emails already received. I called and left a forthright voicemail message of complaint for David Flueck, Marriott Sr VP of Loyalty.
For those who don’t know. Marriott foolishly changed the email domains for various legacy SPG hotel brands and stupidly didn’t properly provide for automatic forwarding from the original domains:
stregis.com was changed to stregishotels.com
luxurycollection.com was changed to theluxurycollectionhotels.com
The net result is a complete breakdown in customer contact and follow-up service via email with these hotels. It’s unacceptable and needs to be immediately addressed and corrected IMO.
(It’s also a complete tragedy that email addresses are no longer included on the main Marriott.com page for each hotel property. Previous SPG hotel website pages always included those email addresses of note for ease of contact.)
Well, today I got a call from the Marriott Department of Consumer Affairs in Omaha. I spoke with a representative who will be relaying these issues and following up with me in due course.
I will update this thread with any further information and responses I get via Marriott. Suffice to say that I’m at least pleased to see Marriott trying to listen and respond to my complaint. Here’s hoping that progress can be achieved sooner than later.
On Wednesday, I finally got fed up with the new hotel email domain changes and email contact issues causing a fiasco whenever trying to email legacy SPG hotels—even when just replying to emails already received. I called and left a forthright voicemail message of complaint for David Flueck, Marriott Sr VP of Loyalty.
For those who don’t know. Marriott foolishly changed the email domains for various legacy SPG hotel brands and stupidly didn’t properly provide for automatic forwarding from the original domains:
stregis.com was changed to stregishotels.com
luxurycollection.com was changed to theluxurycollectionhotels.com
The net result is a complete breakdown in customer contact and follow-up service via email with these hotels. It’s unacceptable and needs to be immediately addressed and corrected IMO.
(It’s also a complete tragedy that email addresses are no longer included on the main Marriott.com page for each hotel property. Previous SPG hotel website pages always included those email addresses of note for ease of contact.)
Well, today I got a call from the Marriott Department of Consumer Affairs in Omaha. I spoke with a representative who will be relaying these issues and following up with me in due course.
I will update this thread with any further information and responses I get via Marriott. Suffice to say that I’m at least pleased to see Marriott trying to listen and respond to my complaint. Here’s hoping that progress can be achieved sooner than later.
agree completely, even before the merger I noticed Marriott were not putting email addresses, I found it really Annoying but then to remove legacy spg emails was a step too far! Suppose we should use smoke signals! This idiotic policy indicates the outdated modus operandi this group work to. Luckily I have still been able to contact my spg hotels where I have existing bookings
Oct 20, 2018, 2:24 am
#11
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The Twitter Team (especially SPGASSIST) will give you the email addresses if you ask them.
Incredible that Marriott discourages email communication
🤔
Incredible that Marriott discourages email communication
🤔
Oct 20, 2018, 2:26 am
#12
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That's a hassle to have to contact Starriott via twitter to get the email address. Why not just list it on the website? It would save a step and everyone's time. Plus those extra twitter agents could then be deployed to help with the enormous postmerger customer service backlog. Ha!
Oct 20, 2018, 2:33 am
#13
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Is it possible that your property was missed in the conversion? Or even that you possibly mistyped the email address? Yesterday I sent an email to the GM at a hotel I frequent, to [email protected], the same email address I've been using to communicate with him for years. While he did, indeed, respond from [email protected], my email reached him with no problem. At how many properties has this been a problem for you?
Oct 20, 2018, 7:22 am
#14
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Is it possible that your property was missed in the conversion? Or even that you possibly mistyped the email address? Yesterday I sent an email to the GM at a hotel I frequent, to [email protected], the same email address I've been using to communicate with him for years. While he did, indeed, respond from [email protected], my email reached him with no problem. At how many properties has this been a problem for you?
Oct 20, 2018, 7:33 am
#15
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Is it possible that your property was missed in the conversion? Or even that you possibly mistyped the email address? Yesterday I sent an email to the GM at a hotel I frequent, to [email protected], the same email address I've been using to communicate with him for years. While he did, indeed, respond from [email protected], my email reached him with no problem. At how many properties has this been a problem for you?