ftrichard

This is the key point. Since the account migration the account data reported on the app/website has been inconsistent with itself. I have the same as you. All my stays for this year are now showing (as of Thursday/Friday last week) and if you add up the qualifying nights then it comes to two more than the YTD number which has remained incorrectly on 37 for the last week through all the system outages. It doesn't make sense that I can add up the nights correctly in my head by reading off the screen but the new system cannot. Similarly, my points balance was correctly tripled on the migration date and has remained constant and correct ever since.

Why do I mention this? Because clearly on this new system there is no link between the numbers in the account history (points, nights) and the totals that are reported. This is a very strange use of numerical data in a database. I can only assume that the new system has a "Year Zero" point with absolute migrated values (that are wrong in many cases and continue to be wrong despite the various system outages) and new activity will be added automatically to those absolute values.

More mysteriously, the lifetime night count remains incorrect at lifetime + YTD nights when the old lifetime count already includes the YTD figure. This number just needed copying from one database to the other but somebody without a brain decided to perform a calculation during the migration. Incompetence is one thing. Actively manipulating data that is correct is a whole new level of carelessness.

On a positive note, my status this year is correct (Platinum Premier) and my lifetime status (Gold) and qualifying years are correct.

Zorak

Update: a masochistic urge struck me, and/or I'm a glutton for punishment, so I decided to power forward with this:

This time I called the SPG Plat line directly. The agent quickly rebooked at the lower price and said the points had been refunded. I did not see them in my account agent said they went back to my old SPG number I said is there a way to get them into my new converted SPG number? Agent said I needed to merge the accounts(!) After a brief discussion of the *three* different account numbers the agent said they saw them under my new SPG number after all. I logged out and back in a couple times and still did not see them on the web site but figured as long as the agent saw them in my account it was probably ok and thanked them and hung up.

On a lark I then checked my Android app -- not only were the points there, but...

... my name had been updated too! ^ and now several hours later the web site reflects both the name change and the redeposited points. Phew!

Why the web site and the smartphone app pull from two different backend sources of data is an interesting question. There was enough of a delay between when the update and redeposit appeared in both views, that it didn't feel like just a caching layer or CDN sort of issue.

joakgarp

Please be aware fellow SPG members that sometimes the SPG and Marriott app won't show any availability but it does show on marriott.com or the SPG site of marriott.com. So if you are looking for a room on the app, double check as well on marriott.com. My hotel in Greece shows no availability on the apps, but there are tons of rooms on marriott.com
Can believe how much money Spg hotels are loosing now when it doesn't show availability on all sales plattforms. Good for me as I'll probabaly score an upgrade to the best suite available. But bad for the hotel.

Keyser

i was unable to merge accounts initially but managed to do so a couple of days ago....there are a few irregularities displaying in my account at the moment (missing stays from late july till now) but in general everything else seems to be in order....i have had a number of stays over the last 10 days that have yet to post to my account & my interactions with each property has been interesting....

i had booked 3 rooms for a 1 night stay at a four points for the 17th night....i was welcomed as a platinum, upgraded to a suite & given the option of a late checkout when i was checking in....when i checked out on the 18th morning, i did not have my new spg number....the agent told me the new numbers would be updated automatically in their systems so my old number would suffice for the moment....he was however unsure if i would get stay credit for all 3 rooms....he said with the new rules i was only entitled to points for up to 3 rooms but not the stay credit....i pointed out the fact that the old spg rule for 3 rooms stay credit was in effect till the merger on the 18th of august so my stay from last night would fall under the old rule....he seemed very confident that the new rules would apply now so i'm expecting to have to fight for the remaining 2 rooms stay credit once the stay posts....in the grand scheme of things it won't make a difference though as i have already qualified for ltpp & have well over 100 nights for the year already....

on the 18th i had a 6 room reservation (3 rooms under my name & 3 under my wife's name) for 1 night at a westin....i have stayed here a number of times in the past & know the gm of the hotel....he met me when i checked in on the 18th morning & we had a nice chat about the merger & the new program....he told me they were not happy with the way things had been handled so far & were expecting a number of problems over the next week or so....they had my profile displaying correctly on their system but this was only because i was a repeat guest....they were facing problems with other guests & were trying to sort all this out during the course of the day....i had my new spg number when i was checking out on the 19th afternoon but the gm told me that the new numbers had still not been loaded on their systems & it would take a few days for this to happen....so he took my old number & assured me the points & stay credit will be converted to the new account number automatically....the stay has not posted to my account yet....

on the 19th i had a 1 night reservation at a luxury collection property....this is a property that i have stayed in dozens of times before & i had a confirmed your24 check-in for 9pm & check out the following day for 8pm....this was also a brg stay....at check-in the agent asked me if i was a member of the marriott program....i told them i was & have stayed here multiple times so they should have my details on file....he told me their systems were being updated & asked me for my new spg/marriott number....he entered that into his system & printed out a copy of my stay details for me to sign....i noticed that my elite status was not mentioned & the rate had not been adjusted to the brg rate....i pointed this out but the agent had no clue what to do so he asked me to wait while he spoke to a manager....a few minutes later a manager came out & apologized for the confusion....she said they were having some issues with their systems & expected them to be sorted out in the morning....she further said my rate would be adjusted by the time i checked out & my spg number would be updated as well....i usually get upgraded at this property & i always have a welcome amenity waiting for me in the room when i check in (chocolates, fruits & a note from the gm welcoming me back) but this time there was neither an upgrade nor the welcome amenity....on the 20th morning, before leaving for work, i asked at the front desk if they were able to fix my rate....the agent confirmed that it had been fixed & asked me if i wanted to check out....i told them that i would be checking out in the evening around 8pm....he said that normal checkout is at noon but he could allow me to keep the room till 1pm as a one time courtesy but no longer than that....i pointed out that as a platinum member i was entitled to a 4pm checkout but in this case i had a confirmed your24 checkout at 8pm....he said my elite status was not reflecting in their system & there was also no record of a late your24 checkout....he had to call another manager who verified my status & asked me to forward the your24 confirmation to him....i did so & left for work....when i checked out on the 20th evening i saw the new spg number printed on my folio but i had been charged a half day rate for the late checkout....i had to show them the your24 email again & the agent had to get approval from the manager to remove the extra charge but it was all sorted out quickly....this stay has also not posted to my account as of now....

on the 21st i had a 3 night stay at a le méridien....this was also a brg stay with a confirmed your24 early check-in....i was welcomed as a platinum premier member when i got to the property at 9am but my rate was incorrect & they had no record of my your24 status....i had to show them both the brg & your24 emails & they quickly updated their system with the new information....however, they did not have my upgraded room ready since they did not have the early check-in details beforehand so they offered me a choice between the room i had originally booked for an immediate check-in or the upgraded room at 3pm....i took the room they had at the moment since i had to get ready to be at work in a couple of hours & couldn't wait around for the upgraded room....they offered to shift me to the upgraded room the next day but i declined since i hate shifting rooms once i have unpacked....check out was smooth 3 days later but the stay is yet to post to my account....

i have another stay coming up in a couple of days....another brg stay at a luxury collection property....i'm hoping marriott would have gotten their act together by then....

dcstudent

It's so weird, but every day things change. I'm down to two problems:

My stays since 7/15 now SHOW in my activity -BUT- the nights are not counted in my annual night totals so I'm showing the 11 nights on one screen but they are missing from my count on the SAME SCREEN! (Sorry to yell, I'm getting really frustrated with Marriott.)

Missing my stay/night/points from a stay checking in 8/17 and out 8/18. (Fortunately, no scheduled stays until 2nd week of September.)

C'mon Marriott, we're 10 days in....

ehud

All together now: "LURKERS - where are you? "

mr_moon

Why is anyone still booking Marriott hotels? The only thing they'll take notice of is a drop in earnings.

I suggest people email any Marriott hotels they regularly stay at and inform them that you are so unhappy with the behaviour of Marriott that you will no longer be booking that hotel. The more pressure that can be applied to Marriott the more likely they'll pull their socks up and not only make things right, but offer some form of compensation to members for all of the problems.

Sabai

srikantmarakani

I have a couple of problems : the new site does not include the 5 night credit I get from the SPG Amex card which doesn't seem to be right (the view for the old SPG account history does correctly shows those nights but the total on the main page doesn't include them) and the update doesn't seem to acknowledge that the platinum status challenge that I took explicitly promised that the status will hold until Feb 2020 with it showing that I need 14 more nights for the rest of the year to renew platinum for next year. I am hoping these will get ironed out on their own but might have to contact customer service otherwise.

Starwood Lurker IV

Hello ehud, if there is anything we could help you please send us an email.

Best regards,

Igor A.

Social Media Specialist
Marriott International

[email protected]

justforfun

I'm sorry, but is this response a joke?! Posters have listed dozens of issues. Choose one to respond to. Or issue a general update on the status of the merger and when the known problems will be resolved.

yorkboy24

mr_moon

Unbelievable.

cruisr

Pa Kettle

He's still on vacation.