Open Letter to Marriott Leadership
Aug 30, 2018, 4:16 pm
#46
Join Date: Dec 2006
Location: SNA
Programs: Bonvoy LTTE/AMB, AmEx Plat, National EE, WN A-List, CLEAR+, Covid-19
Posts: 4,966
Logged in today and saw this:
A note to our valued members,
On August 18 our combined loyalty program launched. For some of you, this raised questions and at times, issues, around your account reflecting accurate and current information. We truly apologize for the challenges you may have experienced. Please rest assured, we have all the records in hand and we will continue to populate accounts that may be impacted (reminder: normally we post updates on your stays 72 hours after a stay).
If you wish to add up all nights, points and stays across your Rewards and SPG accounts into one, you must take the active step to combine accounts, even if you had already linked prior to August 18th. While this extra step might feel redundant, this puts the control for deciding which account profile, along with account preferences, into your hands.
We are continuing to update the Frequently Asked Questions on our status page based on our members’ questions, to help guide you through the changes. Of course, we’re always happy to hear from you if your question is not covered there. You can reach our customer engagement professionals here.
Thank you again for your patience and for your loyalty.
There ya go, there's your fornicatin' apology. Feel better now?
(... and more-importantly, does it help you in any way?!)
Originally Posted by MPG
A note to our valued members,
On August 18 our combined loyalty program launched. For some of you, this raised questions and at times, issues, around your account reflecting accurate and current information. We truly apologize for the challenges you may have experienced. Please rest assured, we have all the records in hand and we will continue to populate accounts that may be impacted (reminder: normally we post updates on your stays 72 hours after a stay).
If you wish to add up all nights, points and stays across your Rewards and SPG accounts into one, you must take the active step to combine accounts, even if you had already linked prior to August 18th. While this extra step might feel redundant, this puts the control for deciding which account profile, along with account preferences, into your hands.
We are continuing to update the Frequently Asked Questions on our status page based on our members’ questions, to help guide you through the changes. Of course, we’re always happy to hear from you if your question is not covered there. You can reach our customer engagement professionals here.
Thank you again for your patience and for your loyalty.
(... and more-importantly, does it help you in any way?!)
Aug 30, 2018, 6:07 pm
#47
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,197
There were definitely tech integration problems... Definitely... And I am surprised at relative lack of updates... However I think Marriott did pretty well. I am not a tech architect, so maybe they could have done better but as a consumer I think they did ok.
I've been bed-ridden since integration (sports injury), so have had for more time than normal to read the message boards...
I don't get all the anger pointed at them. What do people want... A few points service recovery?
The only two parts of integration I really don't like is SPG credit card devaluation (but was increase for Marriott card holders). But as we can see from threads, there really aren't great alternatives.
and of course Marriott's IT system which is terrible. The SPG App and website far more user friendly, intuitive and useful. Surprised Marriott didn't keep the good parts of SPG's infrastructure
I've been bed-ridden since integration (sports injury), so have had for more time than normal to read the message boards...
I don't get all the anger pointed at them. What do people want... A few points service recovery?
The only two parts of integration I really don't like is SPG credit card devaluation (but was increase for Marriott card holders). But as we can see from threads, there really aren't great alternatives.
and of course Marriott's IT system which is terrible. The SPG App and website far more user friendly, intuitive and useful. Surprised Marriott didn't keep the good parts of SPG's infrastructure
Last edited by SHLTP; Aug 30, 2018 at 7:39 pm
Aug 30, 2018, 10:18 pm
#48
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
Let’s face it - major system changes don’t always go the way they should go. Yes more testing, risk analysis, beta groups, etc should always be done. But sometimes it still just doesn’t go right. And employees or worse customers are impacted. The problem here is that you’re not being transparent as to the problem, what our current experience is, and what you’re doing about it. . Will I permanently lose loads of points that are currently missing? Missing stays or status? When I called customer service they had no idea. The status.marriott.com was incorrect.
A “yes we messed up, and you’re impacted this way, we’re working around the clock on this, and we’ll give you updates at least once a day “ would go a long way. Without this we’re left to guess, complain, and assume no one has their act together. Please be transparent with us.. we all know things don’t always go right...and set the foundation for a great merger.
I took a southwest flight recently where the multi hour delay was clearly southwests fault. Before I got home I had an apology note in my email and a small credit for a future flight. Nicely done by sw.
A “yes we messed up, and you’re impacted this way, we’re working around the clock on this, and we’ll give you updates at least once a day “ would go a long way. Without this we’re left to guess, complain, and assume no one has their act together. Please be transparent with us.. we all know things don’t always go right...and set the foundation for a great merger.
I took a southwest flight recently where the multi hour delay was clearly southwests fault. Before I got home I had an apology note in my email and a small credit for a future flight. Nicely done by sw.
Aug 30, 2018, 10:25 pm
#49
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
Aug 30, 2018, 11:22 pm
#50
Join Date: Apr 2004
Programs: AA plt 2 mm, Marriott LTT, HH dia
Posts: 1,215
There were definitely tech integration problems... Definitely... And I am surprised at relative lack of updates... However I think Marriott did pretty well. I am not a tech architect, so maybe they could have done better but as a consumer I think they did ok.
I've been bed-ridden since integration (sports injury), so have had for more time than normal to read the message boards...
I don't get all the anger pointed at them. What do people want... A few points service recovery?
The only two parts of integration I really don't like is SPG credit card devaluation (but was increase for Marriott card holders). But as we can see from threads, there really aren't great alternatives.
and of course Marriott's IT system which is terrible. The SPG App and website far more user friendly, intuitive and useful. Surprised Marriott didn't keep the good parts of SPG's infrastructure
I've been bed-ridden since integration (sports injury), so have had for more time than normal to read the message boards...
I don't get all the anger pointed at them. What do people want... A few points service recovery?
The only two parts of integration I really don't like is SPG credit card devaluation (but was increase for Marriott card holders). But as we can see from threads, there really aren't great alternatives.
and of course Marriott's IT system which is terrible. The SPG App and website far more user friendly, intuitive and useful. Surprised Marriott didn't keep the good parts of SPG's infrastructure
Aug 31, 2018, 1:15 am
#51
Join Date: Nov 2004
Location: Nashville
Programs: DL DM 3 MM AA PLAT HH Lifetime Diamond Marriott Plat AMB lifetime titanium Hertz PC
Posts: 6,187
Aug 31, 2018, 1:50 am
#52
Join Date: Mar 2014
Programs: SPG Platinum, Marriott Plat, Hyatt Diamond, Hilton Diamond
Posts: 236
Up until now I still wonder which genius gave them the idea of merging both program midway through a calendar year.
messing up brg, travel package and various things in the process.
messing up brg, travel package and various things in the process.
Aug 31, 2018, 2:24 am
#53
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,017
I didn't deny there were other issues (in fact clearly stated there were), just pointing out that one of the reasons you listed (messing up elite status) can probably wait a couple weeks before bombarding the phone lines and calling to talk to people that probably can't even do anything about it.
Aug 31, 2018, 9:51 am
#54
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Here's to hoping.
Aug 31, 2018, 10:01 am
#55
Original Member
Join Date: May 1998
Location: Orange County, CA, USA
Programs: AA (Life Plat), Marriott (Life Titanium) and every other US program
Posts: 6,411
I don't know who did their IT integration, but it would be obvious to anyone with experience in the industry that there would be serious problems with a merger this large. BUT:
1. The communication hasn't been acceptable. But, then, it never has. Companies generally (not always, but generally) adopt the "maybe if we don't open our eyes no one will see us" approach to hiding.
2. I really liked SPG as a program - but they had some of the worst IT (on conversions/updates) that I have ever seen. (See my earlier posts on threads about that issue.)
P.S. - My personal concerns are more about my inability to book SPG properties, because the online system tells me that my SPG number (which has been replaced, at my choice, by my Marriott number) is not valid in their system. So I need to use the phone to book my SPG property stays. The agent I spoke with (who sounds very competent) gave me her personal guess that they might have the internal reservation systems working by the end of October.
1. The communication hasn't been acceptable. But, then, it never has. Companies generally (not always, but generally) adopt the "maybe if we don't open our eyes no one will see us" approach to hiding.
2. I really liked SPG as a program - but they had some of the worst IT (on conversions/updates) that I have ever seen. (See my earlier posts on threads about that issue.)
P.S. - My personal concerns are more about my inability to book SPG properties, because the online system tells me that my SPG number (which has been replaced, at my choice, by my Marriott number) is not valid in their system. So I need to use the phone to book my SPG property stays. The agent I spoke with (who sounds very competent) gave me her personal guess that they might have the internal reservation systems working by the end of October.
Aug 31, 2018, 10:54 am
#56
Join Date: Aug 2007
Programs: DL DM
Posts: 1,079
Aug 31, 2018, 11:04 am
#57
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
But ... I'll deal with the extra hoops to make reservations. Most people won't so this must be having an impact on future reservations. Haven't looked at the stock though.
Aug 31, 2018, 4:32 pm
#60
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,169
- can't apply SNAs
- can't change it
- if you cancel it, points won't come back right away
Mine shows my 11 digit old SPG number...