Boycott Paid Stays Until CS & IT issues Fixed
Nov 7, 2018, 2:51 pm
#91
Join Date: Nov 2002
Location: Boston, MA
Programs: AA PlatPro (LTG), Marriott Titanium (LTG), HH Diamond
Posts: 254
The IT issues are definitely bad right now. I submitted a SNA request that has gone completely wonky (details here: https://www.flyertalk.com/forum/30398387-post228.html).
So far I've had 4 calls with customer support trying to solve it.
#1 (Marriott line), yesterday: Didn't know how SNAs work at all.
#2 (SPG line), yesterday: Could see the request but couldn't open it ("my system is just showing an hourglass").
#3 (SPG line), today: Told me that hotel doesn't participate in SNA, and couldn't find the request that the website tells me is pending ("I'm still showing all 20 SNAs in your account" -- I never had 20 to begin with). Hung up on me.
#4 (SPG line), today: Also told me that hotel doesn't participate in SNA, eventually found the request on her side after about half an hour, but also says I have zero SNAs in my account (also wrong).
It is amazing how badly the systems integration is working, at least for this particular feature.
Also I find sometimes when I refresh my overview page, my reservations disappear and reappear periodically.
So far I've had 4 calls with customer support trying to solve it.
#1 (Marriott line), yesterday: Didn't know how SNAs work at all.
#2 (SPG line), yesterday: Could see the request but couldn't open it ("my system is just showing an hourglass").
#3 (SPG line), today: Told me that hotel doesn't participate in SNA, and couldn't find the request that the website tells me is pending ("I'm still showing all 20 SNAs in your account" -- I never had 20 to begin with). Hung up on me.
#4 (SPG line), today: Also told me that hotel doesn't participate in SNA, eventually found the request on her side after about half an hour, but also says I have zero SNAs in my account (also wrong).
It is amazing how badly the systems integration is working, at least for this particular feature.
Also I find sometimes when I refresh my overview page, my reservations disappear and reappear periodically.
Nov 7, 2018, 3:00 pm
#92
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
The IT issues are definitely bad right now. I submitted a SNA request that has gone completely wonky (details here: https://www.flyertalk.com/forum/30398387-post228.html).
So far I've had 4 calls with customer support trying to solve it.
#1 (Marriott line), yesterday: Didn't know how SNAs work at all.
#2 (SPG line), yesterday: Could see the request but couldn't open it ("my system is just showing an hourglass").
#3 (SPG line), today: Told me that hotel doesn't participate in SNA, and couldn't find the request that the website tells me is pending ("I'm still showing all 20 SNAs in your account" -- I never had 20 to begin with). Hung up on me.
#4 (SPG line), today: Also told me that hotel doesn't participate in SNA, eventually found the request on her side after about half an hour, but also says I have zero SNAs in my account (also wrong).
It is amazing how badly the systems integration is working, at least for this particular feature.
Also I find sometimes when I refresh my overview page, my reservations disappear and reappear periodically.
So far I've had 4 calls with customer support trying to solve it.
#1 (Marriott line), yesterday: Didn't know how SNAs work at all.
#2 (SPG line), yesterday: Could see the request but couldn't open it ("my system is just showing an hourglass").
#3 (SPG line), today: Told me that hotel doesn't participate in SNA, and couldn't find the request that the website tells me is pending ("I'm still showing all 20 SNAs in your account" -- I never had 20 to begin with). Hung up on me.
#4 (SPG line), today: Also told me that hotel doesn't participate in SNA, eventually found the request on her side after about half an hour, but also says I have zero SNAs in my account (also wrong).
It is amazing how badly the systems integration is working, at least for this particular feature.
Also I find sometimes when I refresh my overview page, my reservations disappear and reappear periodically.
My experiences mirror yours.
Nov 7, 2018, 3:12 pm
#93
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
The IT issues are definitely bad right now. I submitted a SNA request that has gone completely wonky (details here: https://www.flyertalk.com/forum/30398387-post228.html).
So far I've had 4 calls with customer support trying to solve it.
#1 (Marriott line), yesterday: Didn't know how SNAs work at all.
#2 (SPG line), yesterday: Could see the request but couldn't open it ("my system is just showing an hourglass").
#3 (SPG line), today: Told me that hotel doesn't participate in SNA, and couldn't find the request that the website tells me is pending ("I'm still showing all 20 SNAs in your account" -- I never had 20 to begin with). Hung up on me.
#4 (SPG line), today: Also told me that hotel doesn't participate in SNA, eventually found the request on her side after about half an hour, but also says I have zero SNAs in my account (also wrong).
It is amazing how badly the systems integration is working, at least for this particular feature.
Also I find sometimes when I refresh my overview page, my reservations disappear and reappear periodically.
So far I've had 4 calls with customer support trying to solve it.
#1 (Marriott line), yesterday: Didn't know how SNAs work at all.
#2 (SPG line), yesterday: Could see the request but couldn't open it ("my system is just showing an hourglass").
#3 (SPG line), today: Told me that hotel doesn't participate in SNA, and couldn't find the request that the website tells me is pending ("I'm still showing all 20 SNAs in your account" -- I never had 20 to begin with). Hung up on me.
#4 (SPG line), today: Also told me that hotel doesn't participate in SNA, eventually found the request on her side after about half an hour, but also says I have zero SNAs in my account (also wrong).
It is amazing how badly the systems integration is working, at least for this particular feature.
Also I find sometimes when I refresh my overview page, my reservations disappear and reappear periodically.
If you don’t mind me asking, what hotel was it, or at least what brand is it? I’d like to believe it’s a legacy Marriott property.
The IT still has issues, obviously. But if the worst you can’t do is apply SNAs to a certain hotel right now, I think you’ll be OK in the end. Chances are decent that the SNA and other IT systems will be sorted by the end of the year, giving you still all or certainly much of 2019 to use your SNAs.
Dont forget that you also now qualify for space available Platinum suite upgrades at check-in, and certainly higher category room upgrades, even if you can’t use SNAs or that issue doesn’t get sorted in time. Without the merger and integration, clumsy as it has been, you wouldn’t have had any guaranteed suite upgrade benefit or SNA chances at any Marriott hotels.
Nov 8, 2018, 12:03 am
#94
Join Date: Nov 2002
Location: Boston, MA
Programs: AA PlatPro (LTG), Marriott Titanium (LTG), HH Diamond
Posts: 254
I’m sorry you’re experiencing such headaches. Clearly, the IT for applying and sorting SNAs still is having issues for at least the property you were intending.
If you don’t mind me asking, what hotel was it, or at least what brand is it? I’d like to believe it’s a legacy Marriott property.
If you don’t mind me asking, what hotel was it, or at least what brand is it? I’d like to believe it’s a legacy Marriott property.
The IT still has issues, obviously. But if the worst you can’t do is apply SNAs to a certain hotel right now, I think you’ll be OK in the end. Chances are decent that the SNA and other IT systems will be sorted by the end of the year, giving you still all or certainly much of 2019 to use your SNAs.
Dont forget that you also now qualify for space available Platinum suite upgrades at check-in, and certainly higher category room upgrades, even if you can’t use SNAs or that issue doesn’t get sorted in time. Without the merger and integration, clumsy as it has been, you wouldn’t have had any guaranteed suite upgrade benefit or SNA chances at any Marriott hotels.
Dont forget that you also now qualify for space available Platinum suite upgrades at check-in, and certainly higher category room upgrades, even if you can’t use SNAs or that issue doesn’t get sorted in time. Without the merger and integration, clumsy as it has been, you wouldn’t have had any guaranteed suite upgrade benefit or SNA chances at any Marriott hotels.
Nov 16, 2018, 4:40 pm
#95
Original Poster
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,200
Interestingly I was interviewed earlier this week by Bloomberg on a hotel/ real estate issue unrelated to Marriott. When I mentioned the IT fiasco, the reporter had never heard of the problems even though he covers the sector. He said he will look into it.
Amazes me how people don't seem to know issues or Marriott PR had obfuscated the problems.
Unless Marriott fixes IT issues soon, the hit on revenue will become apparent in Q4 and Q1 after people requalify for status and shift elsewhere and as they make new bookings rather than those done before IT and CS problems became so apparent as only the mad keep booking under the current situation.
I had a nice stay at a Shangri-La this week, even upgraded to exec lounge access. Oh yes, for fun, I checked the Marriott app and couldn't find the Marriott hotel in the city in which I was staying...
On the positive side, I finlly received points for flying with China Eastern and can see my activity again which was down for a month. Hopefully it means they will fix things.
But unless they make a cultural change, the relationship is now transactional rather than based on and sense of loyalty.
I am still boycotting paid stays
Amazes me how people don't seem to know issues or Marriott PR had obfuscated the problems.
Unless Marriott fixes IT issues soon, the hit on revenue will become apparent in Q4 and Q1 after people requalify for status and shift elsewhere and as they make new bookings rather than those done before IT and CS problems became so apparent as only the mad keep booking under the current situation.
I had a nice stay at a Shangri-La this week, even upgraded to exec lounge access. Oh yes, for fun, I checked the Marriott app and couldn't find the Marriott hotel in the city in which I was staying...
On the positive side, I finlly received points for flying with China Eastern and can see my activity again which was down for a month. Hopefully it means they will fix things.
But unless they make a cultural change, the relationship is now transactional rather than based on and sense of loyalty.
I am still boycotting paid stays
Nov 17, 2018, 4:55 am
#96
Join Date: Oct 2009
Location: BNA
Programs: Hyatt Explorist, Bonvoy Plat, HHonors Diamond, DL Gold
Posts: 383
Although Marriott has had several IT shortcomings since combining loyalty programs, my biggest concern with Marriott is lackluster corporate customer service. Hyatt has had a spotty IT customer experience for years, however I had confidence that Hyatt's customer service reps could work through it and provide booking or handle loyalty points transactions successfully. I am just not feeling it with Marriott's corporate customer service.
I don't feel like I am boycotting Marriott, however in August, my US AMEX SPG card hit the sock drawer, and won't likely see the light of day again. I will pick and choose Marriott hotels (mostly legacy SPG Luxury Collection) that best suit me, if they are the best option in their cities.
Even if Marriott gets awesome IT, Marriott's crappy customer service and watered down loyalty program will prevent them from being my first choice as a matter of loyalty. SPG got my loyalty in the past. Needless to say, I am not waiting for Godot, nor for Marriott's IT to become excellent.
I don't feel like I am boycotting Marriott, however in August, my US AMEX SPG card hit the sock drawer, and won't likely see the light of day again. I will pick and choose Marriott hotels (mostly legacy SPG Luxury Collection) that best suit me, if they are the best option in their cities.
Even if Marriott gets awesome IT, Marriott's crappy customer service and watered down loyalty program will prevent them from being my first choice as a matter of loyalty. SPG got my loyalty in the past. Needless to say, I am not waiting for Godot, nor for Marriott's IT to become excellent.
Nov 18, 2018, 3:46 pm
#97
Join Date: Dec 2006
Location: NYC - upper West Side
Programs: Marriott Bonvoy Lifetime Titanium Elite
Posts: 1,597
And in the week since your post, the stock price has gone up almost 5 bucks a share ^
And the world gives one big collective yawn.
The Marriott/Ritz/Starwood merger is barely 3 months old, and the progress is remarkable - certainly compared to similar corporate mergers like United/Continental which had IT problems for years. A big thanks to Marriott for minimizing the impact, and working every day to solve the problems a merger of this size was sure to bring on.
As for all the whiny malcontents who are jumping off the Starriott ship (or at least claim they are), I wish you good luck. More room on the ship's deck for the rest of us to enjoy all of the Marriott benefits.
Don't slam the door on the way out......lol
Newman
And the world gives one big collective yawn.
The Marriott/Ritz/Starwood merger is barely 3 months old, and the progress is remarkable - certainly compared to similar corporate mergers like United/Continental which had IT problems for years. A big thanks to Marriott for minimizing the impact, and working every day to solve the problems a merger of this size was sure to bring on.
As for all the whiny malcontents who are jumping off the Starriott ship (or at least claim they are), I wish you good luck. More room on the ship's deck for the rest of us to enjoy all of the Marriott benefits.
Don't slam the door on the way out......lol
Newman
Nov 18, 2018, 4:12 pm
#98
Join Date: Nov 2016
Posts: 121
My stay at a hotel got magically extended by one night and they said it was due to the system switchover.
Luckily I checked otherwise I'd have been in for a shock on the extra night charge.
Had to call in to customer service to get the rate changed back since it has increased since but even they were having problems doing it...
Luckily I checked otherwise I'd have been in for a shock on the extra night charge.
Had to call in to customer service to get the rate changed back since it has increased since but even they were having problems doing it...
Nov 19, 2018, 2:44 pm
#99
Join Date: Dec 2006
Location: SNA
Programs: Bonvoy LTTE/AMB, AmEx Plat, National EE, WN A-List, CLEAR+, Covid-19
Posts: 4,967
Yeah, when I saw his post (then the BHRubin and C17PSGR ones explaining the trend was industrywide that day) I just thought "Come back next week", single bumps don't really tell you anything.
Nov 19, 2018, 3:15 pm
#100
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 52,575
