Marriott loyalty ? Status promised, guaranteed and not assigned later !
Jan 21, 2019, 11:18 pm
#16
Join Date: Feb 2016
Location: HOME
Programs: HH Dia;SPG Plat;Marriott Plat;GHA Black
Posts: 335
I have multiple CSO confirmed that the april/may double stay/double nights are invalid after the merger.
Jan 22, 2019, 1:39 am
#17
Join Date: Nov 2007
Location: DFW
Programs: Marriott Lifetime Titanium, HH Gold, AA Lifetime Gold, United Silver, BA Gold
Posts: 864
@ hhoope01 : exactly this is core of my problem, nobody answer me where is problem till last hour. More they in 6.December confirm me that all is OK you have 100nights and week and next week waiting same emails between or calls with question any news ? ... two days ago when my patience has ended I send email to William. After posting this here I have email from William where was info that mybe counter is wrong (Marriott IT quality) and that they calculate by hand my nights and result is 74 nights. If I look at this chart I see at once that in it is missing 'Double Nights, Doble Stays' promo in April-May and calculation don't have extra 29 nights, next 15 min I discover missing 2 nights (multiple rooms) from my February Four Points Cancun stay. After our trip to Cancun I check points activity and nights/stay counter and all was corrected what was missing and looks it is OK, but internal system looks like was not corrected (most mistakes if you work on database manualy forcing overwriting not using forms).
@ MSPeconomist : I am leisure traveler did I need keep all invoices after confirming my status and on points stay you don't have any invoice if you don't pay anything at this hotel (multiple rooms). Yes, I keeep all invoice all year but how long you want collect all papers (privat stays) ?? Printscreens at end of year .... ok you will have info IT problems maybe counter is wrong showing ... past points activity is deleted from system. Exactly this same I had with my question about lifetime year answer was : counter IT problems it was shown wrong at SPG and all is correct now (my life time as Platinum still show amount years from 01.JAN.2018 at SPG counter and we have near end of JAN.2019).
@ MSPeconomist : I am leisure traveler did I need keep all invoices after confirming my status and on points stay you don't have any invoice if you don't pay anything at this hotel (multiple rooms). Yes, I keeep all invoice all year but how long you want collect all papers (privat stays) ?? Printscreens at end of year .... ok you will have info IT problems maybe counter is wrong showing ... past points activity is deleted from system. Exactly this same I had with my question about lifetime year answer was : counter IT problems it was shown wrong at SPG and all is correct now (my life time as Platinum still show amount years from 01.JAN.2018 at SPG counter and we have near end of JAN.2019).
Jan 22, 2019, 3:10 am
#19
Join Date: Jan 2016
Posts: 905
The level of ineptitude demonstrated in this merger almost defies belief and it does not bode well for the future.
Jan 22, 2019, 8:24 am
#20
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
Jan 22, 2019, 9:42 am
#21
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Rest assured that we have not slammed the door on the OP and we are escalating the issue to the loyalty team for further examination.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Feb 15, 2019, 7:32 am
#22
Original Poster
Join Date: Jan 2014
Posts: 573
Deja vu ???
With help William 2 days after posting here my problem, my status was upgraded to Platinium with Ambassador and new Bonvoyage application show me now Ambassador Elite .... but till today I don't have any contact to Ambassador line if I want talk with standard help desk they told me pls. contact with your Ambassador. Yesterday I call standard line and ask that I want be transfered to Ambassador line and thay do it, unfortunately all menagers/supervisor had yesterday meetings and I can't explain my situation again. I ask if this meetings will be finished I want have call back and talk with menager. Nobody call, but today I have email :
-----------------------------------------------
Dear Mr. HHQX888,
My name is YYY, I will be happy to assist you while your personal Ambassador XXX is out of the office.
I understood, that you didn't get contacted from your Ambassador since October 2018.
Please kindly note, to be able to enjoy the Ambassador benefit, you would have needed 100 nights in 2018 in SPG hotels.
Your account shows 64 nights for the year 2018. Please let us know, if you have any outstanding missing stays for 2018, to be able to review your account. To be able to enjoy the Ambassador benefit, you would have needed 100 nights in 2018 in SPG hotels.
I am looking forward to hearing from you and I wish you a pleasant day.
Kind regards,
YYY
-----------------------------------------------
Ok, this is real MATRIX reality in Marriott ???
With help William 2 days after posting here my problem, my status was upgraded to Platinium with Ambassador and new Bonvoyage application show me now Ambassador Elite .... but till today I don't have any contact to Ambassador line if I want talk with standard help desk they told me pls. contact with your Ambassador. Yesterday I call standard line and ask that I want be transfered to Ambassador line and thay do it, unfortunately all menagers/supervisor had yesterday meetings and I can't explain my situation again. I ask if this meetings will be finished I want have call back and talk with menager. Nobody call, but today I have email :
-----------------------------------------------
Dear Mr. HHQX888,
My name is YYY, I will be happy to assist you while your personal Ambassador XXX is out of the office.
I understood, that you didn't get contacted from your Ambassador since October 2018.
Please kindly note, to be able to enjoy the Ambassador benefit, you would have needed 100 nights in 2018 in SPG hotels.
Your account shows 64 nights for the year 2018. Please let us know, if you have any outstanding missing stays for 2018, to be able to review your account. To be able to enjoy the Ambassador benefit, you would have needed 100 nights in 2018 in SPG hotels.
I am looking forward to hearing from you and I wish you a pleasant day.
Kind regards,
YYY
-----------------------------------------------
Ok, this is real MATRIX reality in Marriott ???
Feb 15, 2019, 8:31 am
#23
Original Poster
Join Date: Jan 2014
Posts: 573
Update : William can you send to my email any phone number where I can contact about my problem.
Just now I finish talk with Shannon Ireland ambassador office supervisor and he told me that my actual status is 'system glitch' because I have only 64 nights in 2018.
Just now I finish talk with Shannon Ireland ambassador office supervisor and he told me that my actual status is 'system glitch' because I have only 64 nights in 2018.
Feb 15, 2019, 10:27 am
#24
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 690
Our apologies for any inconvenience. You do not have to contact anyone. I reached out to the Ambassador management team and you should hear from your assigned Ambassador soon.
Sep 15, 2019, 4:13 pm
#25
Join Date: Apr 2013
Programs: Starwood/Hyatt/IHG-PLAT/Hilton-DIA
Posts: 468
@bonvoyLurker
I was supposed to have platinum through 2020 as part of the Ritz Carlton spend. I received platinum originally and then was downgraded shortly after within a month or so.
customer service email and phone is useless and keeps referring me to chase who refers me back to Marriott in an endless circle.
the bonvoy transition was a disaster and there are reports that others were also impacted and eventually got their earned credit card status back after finally reaching the appropriate bonvoy backchannels.
can you please help me do this as well?
Sep 16, 2019, 2:22 am
#26
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,088
@bonvoyLurker
I was supposed to have platinum through 2020 as part of the Ritz Carlton spend. I received platinum originally and then was downgraded shortly after within a month or so.
customer service email and phone is useless and keeps referring me to chase who refers me back to Marriott in an endless circle.
the bonvoy transition was a disaster and there are reports that others were also impacted and eventually got their earned credit card status back after finally reaching the appropriate bonvoy backchannels.
can you please help me do this as well?
I was supposed to have platinum through 2020 as part of the Ritz Carlton spend. I received platinum originally and then was downgraded shortly after within a month or so.
customer service email and phone is useless and keeps referring me to chase who refers me back to Marriott in an endless circle.
the bonvoy transition was a disaster and there are reports that others were also impacted and eventually got their earned credit card status back after finally reaching the appropriate bonvoy backchannels.
can you please help me do this as well?
We would like to help look into this if you could provide your Marriott Bonvoy account details to us via private mail here or by email below.
Best Regards,
Christina Zhou
Specialist, Social Media
Marriott International
[email protected]