Reservations Changed With Booking Platform Switch
Dec 11, 2018, 7:55 pm
#16
Join Date: Jul 2018
Posts: 76
I've got a luxury collection reservation doing the same... switched from points to cash with a new confirmation number...
awesome.
not sure if i want to waste a ton of time with marriott on the phone yet or if I want to give this a week or two to see what shakes out. Will be monitoring this thread closely and will report back with any useful info.
EDIT: Holy S***.... got disconnected while on hold after 30 minutes. definitely waiting on this one to see what happens. I'm going to start demanding points or something for all these damned 1 hr+ calls I have to make just to get them to do their job right.
awesome.
not sure if i want to waste a ton of time with marriott on the phone yet or if I want to give this a week or two to see what shakes out. Will be monitoring this thread closely and will report back with any useful info.
EDIT: Holy S***.... got disconnected while on hold after 30 minutes. definitely waiting on this one to see what happens. I'm going to start demanding points or something for all these damned 1 hr+ calls I have to make just to get them to do their job right.
Dec 11, 2018, 8:07 pm
#17
Join Date: Feb 2006
Location: Cockeysville, MD
Programs: Marriott Rewards Lifetime Titanium, Amex Plat, Hertz Gold 5*, National Exec, AA Plat
Posts: 9,467
Had two StR Maldives migrate. Seem ok. Cancelation actually got better-changed from 30 days to two weeks. Fingers crossed nothing else happens here out.
Dec 11, 2018, 10:24 pm
#18
Join Date: Dec 2015
Posts: 39
Well both my wife and I have St. Regis Bora Bora reservations switched from points to cash. I've been on the phone for the last 90 minutes. I've been transferred up the supervisor chain 4 times now and the current agent said she was checking with her supervisor. We'l see how this works out. With flights and other reservations I really don't want this to get all messed up.
To make matters worse I was previously in contact with Marriott on numerous occasions trying to get the reservation from a points reservation to a free night certificate and spent hours on the phone trying to make that happen as the system apparently couldn't apply the Marriott certificates to the starwood properties.
To make matters worse I was previously in contact with Marriott on numerous occasions trying to get the reservation from a points reservation to a free night certificate and spent hours on the phone trying to make that happen as the system apparently couldn't apply the Marriott certificates to the starwood properties.
Dec 11, 2018, 11:09 pm
#20
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,481
Six St Regis/LC reservations in 2019 migrated from points to cash. 
Gotta plan for one whole day this weekend to call and fix them. 
I am sure a lot Marriott members don't even know this migration issue. Phone lines may be jammed if this hits the press.
Gotta plan for one whole day this weekend to call and fix them. I am sure a lot Marriott members don't even know this migration issue. Phone lines may be jammed if this hits the press.
Dec 11, 2018, 11:17 pm
#21
A FlyerTalk Posting Legend
Original Poster
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,446
Wow I now feel relatively fortunate. My two points reservations (St. Regis NYC and Prince de Galles) seem fine.
Total weirdness on the Bangkok properties (St. Regis and SGS) though. Overnight, available room types changed dramatically, rates at St. Regis dropped by about 40%, and a three night minimum went away. The room type changes really make me wonder how these properties are managing their inventory.
Total weirdness on the Bangkok properties (St. Regis and SGS) though. Overnight, available room types changed dramatically, rates at St. Regis dropped by about 40%, and a three night minimum went away. The room type changes really make me wonder how these properties are managing their inventory.
Dec 12, 2018, 5:24 am
#22
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,519
My St Regis and Westin reservations in FLR are fine.
Dec 12, 2018, 5:40 am
#23
Join Date: Feb 2006
Location: Cockeysville, MD
Programs: Marriott Rewards Lifetime Titanium, Amex Plat, Hertz Gold 5*, National Exec, AA Plat
Posts: 9,467
The IT and customer service experience at Marriott are hard to believe now. Unrelated, but last week . had to call MR about something. 4 transfers-including one to MVCI-and I finally got someone who told me to call back the next day. ARGH. The good ol days of the immediate answer of the Plat line with people who knew what they were doing.....
Dec 12, 2018, 6:48 am
#24
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,519
Got the following from Al Maha:
For those that don't want to spend time on the phone chatting with Marriott agents who were working at McDonald's last week, you can reach them at [email protected]. I will post the email in the Al Maha thread.
Greetings from Al Maha, a Luxury Collection Desert Resort & Spa!Glad to re-confirm your booking with hotel confirmation number XXXXXX Please be informed that you will see changes as the reservation is migrated to Marriott however the booking is still on Points redemption. Kindly be informed that there will be no extra charges will be paid for accommodation.
Dec 12, 2018, 8:27 am
#25
Join Date: Jan 2017
Posts: 40
I had the same thing happen to me with an Al Maha reservation. I had my Ambassador contact the hotel and they said that everything on the backend is still showing it as an award stay. It's just the frontend (Marriott's site) that is showing it as a cash stay. So I imagine that there is probably nothing that we need to do.
Dec 12, 2018, 11:35 am
#26
Join Date: Mar 2017
Location: S. Calif.
Posts: 39
St Regis Bora Bora 240k points booking now converted to cash booking. Not till May 2019 so will wait for this to sort out so people who are traveling in next couple of weeks can get theirs sorted out. Im actually cancelling the res once it goes back to points.
Dec 12, 2018, 11:51 am
#27
Join Date: Sep 2017
Location: Toronto
Programs: Marriott Titanium (Lifetime)
Posts: 18
Well both my wife and I have St. Regis Bora Bora reservations switched from points to cash. I've been on the phone for the last 90 minutes. I've been transferred up the supervisor chain 4 times now and the current agent said she was checking with her supervisor. We'l see how this works out. With flights and other reservations I really don't want this to get all messed up.
To make matters worse I was previously in contact with Marriott on numerous occasions trying to get the reservation from a points reservation to a free night certificate and spent hours on the phone trying to make that happen as the system apparently couldn't apply the Marriott certificates to the starwood properties.
To make matters worse I was previously in contact with Marriott on numerous occasions trying to get the reservation from a points reservation to a free night certificate and spent hours on the phone trying to make that happen as the system apparently couldn't apply the Marriott certificates to the starwood properties.
Same thing happened to me when checked yesterday. I have StR Bora Bora booked for March using points, and they all converted to a paid rate in the reservation, and all my confirmation numbers changed! Good thing I have copies of my original points bookings.
Called Marriott yesterday and they submitted a ticket in their system and said they will get back to me. This whole transition is one huge mess. The only way to see upcoming reservations is through the app. I can't even see my upcoming stays on the site.
Will keep you guys posted on this progress.
Dec 12, 2018, 12:37 pm
#28
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,481
Dec 12, 2018, 1:35 pm
#29
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,182
Marriott IT:
Outsourced_worker #1 : Ok we're ready to start the conversion and transfer reservations over. I'm gonna execute it.
Outsourced_worker #2 : Wait should we test this first?
Outsourced_worker #1 : Nah, they told us to go live by tonight. I'm sure it'll work fine, and we'll fix any issues on the fly. Here goes!
Outsourced_worker #1 : Ok we're ready to start the conversion and transfer reservations over. I'm gonna execute it.
Outsourced_worker #2 : Wait should we test this first?
Outsourced_worker #1 : Nah, they told us to go live by tonight. I'm sure it'll work fine, and we'll fix any issues on the fly. Here goes!
Dec 12, 2018, 2:20 pm
#30
Join Date: Dec 2016
Programs: Marriott Titanium, IHG Spire Elite, Hilton Gold, United Silver, BA Bronze
Posts: 322
Got the following from Al Maha:
For those that don't want to spend time on the phone chatting with Marriott agents who were working at McDonald's last week, you can reach them at [email protected]. I will post the email in the Al Maha thread.
For those that don't want to spend time on the phone chatting with Marriott agents who were working at McDonald's last week, you can reach them at [email protected]. I will post the email in the Al Maha thread.
Not hugely comfortable with this, but I'll take a print out of the email when I check in in 2 weeks.