Had a very pleasant and frank conversation with a property manager . I will only reveal (to protect the innocent) that it was at a legacy SPG property in Southeast Asia . Ran into the manager while making an inquiry with the concierge. The manager was very engaging . I politely asked “how is the merger going from your perspective “ ? The manager deflected by asking me how I felt things were going . That was my opening :)

i politely replied that I was frustrated with a number of the ongoing IT issues and the totally unacceptable customer service response times and seeming inability to assist . That was the manager’s opening :)

i was informed that the overwhelming number of loyalty guests they encountered were frustrated. Many had said they were looking for alternative hotels for upcoming stays but the guests readily admitted that no company could equal the Marriott foot print . Most common complaints they received -.
- Customer service response times were awful and even multiple calls did not solve what were perceived as easily resolved issues
- Properties seemingly making up rules as they go along
- Not enough upgrades and the general feeling that upgrades seemed to be a check in “discussion “
- Lack of transparency regarding upgrades - better rooms showing on web but being denied at check in
- Marriott GOLD members arguing they were entitled to lounge access (obviously not true)

Conplaints from property perspective -
- Missing reservations or incorrect reservations
- Difficulty getting response from corporate
witth extended response times or no response
- Lounge consumption is way above budget
- Don’t like saying no upgrades but not enough rooms for upgrades given all the eligible members
- Upgrades prioritized by PROPERTY loyalty as return guests get priority
​​​​​​- Wayyy too much process from Marriott versus SPG - ton of time consuming paperwork - far more time spent on back office work to comply with corporate mandates

overall -,frustration from guests and on property

Thanks for sharing.

So when you say “merger,” do you mean 8/18, or as a whole the purchase of SPG by Marriott?

If referring to only since 8/18, I don’t see how they’d be over budget on lounge consumption with former SPG golds no longer having access.

Former SPG golds were never able to access lounges at legacy SPG properties. However, I suspect the ability to combine accounts minted a whole new set of brand new platinum members after 8/18. Plus, former MR golds (now new MPG plats) started accessing SPG lounges, which they previously weren’t allowed to do.

I find the paperwork comment interesting. I hadn't really thought about the issue, but this could be related to Marriott's legendary consistency (until the merger).

Personally, I always preferred Hyatt and Starwood, but Hyatt's footprint is too small. However, I can't always choose my hotel, so sometimes I end up in Marriott or Hilton.