Chris- this is request for you to somehow getting the ball rolling on proactive steps to prevent problems experienced by MR Gold and Plat Elites in 2007 once again in 2008

Though it might be considered premature by some, past experience has proved that it takes quite awhile for a corpoation as large and complex as Marriott International to respond to a procedural problem ( at least ones reported from the "outside") and institute needed "fixes" in a timely manner. (Remember our pleas for EEO hotel processing instructions to be printed on them?)

it's been my experience as a Lifetime Platinum not to receive a new MR ID card on an annual basis.

Not that there's anything wrong with that -- after all, my card is permanently valid. Last year there was one minor hitch I experienced because included with the cards were the updated MR T & C and Elite Brochures. That was no problem inasmuch as I was able to secure them via the online "contact us" facility on the website.

However this year there was a complication because also included were the 2007 EEOs (a year's worth of them). It took awhile, but again I was able to secure mine -- others were not so fortunate.

This was discussed in the thread entitled 2007 Credentials- http://www.flyertalk.com/forum/showt...ht=credentials

I and others were advised that, as usual, EEO online equivalents could be printed, but alas, this was not to be the case (even the "partial remedy" provided a document that will surely vex Front Desk Associates (who historically have exhibited confusion as to the proper processing of "normal" EEOs).

This was discussed in the thread entitled EEO Printing Issue - http://www.flyertalk.com/forum/showt...ht=credentials

Although I'm certainly not the designated repesentative of all those affected I think it's reasonable to say that that group will be most appreciative of any effort you can bring to bear which will start these issues down the path to resolution..

No hard copies of the coupons for me either this year.... I can understand if marriott does not want to mail out tons of books, saving a tree or whatever. But the online coupons are cheesey. Why let members download and print a high quality PDF version of these coupons? Even put a serial number on it so it's not misused. They coupons can be used by family or friends, but I would feel like a jerk giving a family member or friend the print out in its current form, then have the hotel or restaurant give them trouble when they try to use it.

I'm one of the lifetime plats who was unable to get the 2007 book of coupons. Marriott Customer Service tells me there is nothing they can do; and after all, they are on the website. However, the book gives the coupons for the entire year (I'm told) whereas the website only gives the first set of coupons. Thus, I have no information as to the validity date of future 2007 coupons.

I'm glad this thread was started, as I'd very much like a set of these coupons going forward as well as any other information sent to platinums with their renewal documents.

Note: Here's how I was able to secure EEOs (on my second attempt).

Went to the "Contact Us" function.

In the dropdown I chose the subject that included (or suggested) "MR Elite Account" (don't recall the exact nomenclature but very close to that.

filled out the form (kept a copy by (C & P). I mentioned that I was aware the EEOs were available online but said I wanted the "official" ones inasmuch as I'd experienced problems due to hotels not being familiar with them. (Also included the song and dance about not receiving anything because I was lifetime platinum and we don't get (or require) new cards we should receive everything else).

First response directed me to the "EEO Print function"

I answered to the effect "Please re-read my entry - I'm aware of that but require the official EEOs for the reason noted in my original communication." (or something to that effect).

I received a return email to the effect that they were contacting the "Fufillment Manager."

Three days later the EEOs arrived in the mail enclosed in an envelope from Marriott Guest Services. Also included was a (form) letter from the Fulfillment Manager, Marriott Guest Services.

BTW, the letter noted that Marriott Customer Services can be reached at 801 468-4000.

You might want to try it and when connected ask for the "Fullfillment" Office.

Good Luck.


(But the real point is that no one should have to go through this when what would be a minor procedural change would translate into everyone getting what is due them. in the first place)


PS - That was my second attempt to acquire the official EEOs, Tried it over a month earlier via the Plat MR Line and was told that EEOS were sent w/new cards. (I explained why I wouldn't be included in that group).

The CSR then checked with a supervisor and said that they'd order me a new card and the EEOs would be included automatically with it.

The Card arrived about a week ago and predicatably, no EEOs accompanied it.

I havent even gotten my 2007 card yet---anyone else?

I'm not a plat but, FWIW, I just got my 2007 card yesterday.

rahmanbar, thanks for the detailed instructions. Nothing ventured, nothing gained, right? I already called Customer Service twice; I've now sent the email as you suggested. Fingers crossed.

Hello,

I have forwarded this thread to my colleagues that work with the Elite Exclusive Offers. This should get the ball rolling towards some enhancements with the EEO process. I know that this is something that has been a concern voiced on Flyertalk for quite sometime now and I have been and will continue to work on this for you.

I know that some of the changes that have been implemented with the EEO�s have been to make them more flexible and accessible. They are a benefit for you, our elite members, and you deserve to be able to use them with ease.

Thank you for your feedback and I am available for questions.

I haven't got mine either. Plat Prem in UK.

I am not sure it really matters though.

rahmanbar, I wrote as you suggested, asking that my email be forwarded to the fulfillment department. This was the response I got:

We do not have any more prints to send out of the 2007 Spirng EEO
offers. You can go to www.marriottrewards.com and print the same coupons.
The hotels will accept the coupons that have been printed off of the
website.

I know the feeling.

The IT Dept. in SLC promised to answer me within 24 hours regarding my request for a fix to facilitate printing of the online EEOs so the result reflects the graphics seen on the webpage.

That was a week ago.

Thanks, Chris, as it sounds like you're already on top of the "please print directions on the coupons and train properties how to handle them" issue.

I'd also like to suggest that Marriott simplify the elite benefits somewhat. As an example, simply provide lounge or breakfast privileges at ALL hotels. No resort exclusions, no weekend limitations, no full-service only silliness. Just state that golds and platinums will get access to the lounge or complimentary breakfast at any hotel anytime.

Yes, Marriott may lose a little money in terms of objective, line-item accounting. But think of the gain in efficiency without having to track all the exceptions and limitations, not to mention to boon to goodwill from your most valued guests.